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Technology Enhancements from eOn Communications to Help ParTech Enhance Service and Realize SavingsMore Than 14,000 Quick Service Restaurants to Benefit from Better Customer Service Resulting from ParTech’s Multi-Media Contact Center Solution UpgradeATLANTA (November 5, 2002) — eOn Communications Corporation™ (NASDAQ: EONC), a leading provider of unified voice, e-mail and Web-based communications systems and software, will help long-time client ParTech, Inc. accomplish its enhanced customer service goals through a technology upgrade to the newest version of the eQueue® Multi-Media Contact Center Solution. ParTech, a wholly owned business unit of PAR Technology Corporation (NYSE: PTC), is the world’s leading provider of point-of-sale systems and service integration solutions for the Quick Service Restaurant (QSR) industry. ParTech provides technology troubleshooting and repair assistance 24 hours a day, 7 days a week to the company’s more than 14,000 restaurant customers. ParTech’s Customer Engineers must be knowledgeable of up to a dozen different hardware platforms running diverse software applications, which is a considerable resource investment for the company. Therefore, retaining its Customer Engineers is a key success factor, and using the very latest technology will better enable its Customer Engineers to provide the highest customer service efficiently and effectively. “Since 1995, eOn’s solutions and support have been key in our abilities to leverage technology to benefit ParTech and its customers,” said Chuck Byington, ParTech’s customer service telecommunications analyst. “Based on a winning relationship over the past seven years, it was only natural for us to again turn to eOn when we were seeking a trusted partner to help us further enhance our contact center technology.” Taking advantage of eOn’s customer migration program, which enables eOn’s clients to incorporate new system capabilities while preserving contact center investments, ParTech’s upgrade to the eQueue will help enhance the company’s customer service. ParTech has successfully leveraged advanced skills-based routing to ensure customer calls are accurately routed to the available Customer Engineer best able to help the caller, based on which system and application the restaurant is using. While continuing to rely on skills-based routing, ParTech will gain added customer service and efficiency through integration with the company’s Customer Relationship Management (CRM) solution. The eQueue will retrieve customer data from ParTech’s CRM solution and present the data via an information screen on the Customer Engineer’s desktop workstation for both inbound calls and for call-backs. ParTech will use Wireless Application Protocol (WAP) phones to exchange detailed information in real-time with Field Technicians who are on-site at restaurant locations. Using the WAP phones, Field Technicians can accept or reject cases escalated by Customer Engineers, ensuring that ParTech’s customers are visited by the first available Field Technician. Additionally, Field Technicians can send updates regarding case status, as well as order parts and schedule additional service calls, while on-site – with all information visible in real-time to the Customer Engineers in the contact center, which further enhances service. ParTech will rely on the eQueue to ensure that Field Technicians can communicate information when working in an area where the WAP phones may be out of service. The eQueue’s interactive voice response capabilities will enable the technicians to call in to open and close cases, as well as order parts, just as they would through the WAP phones. ParTech is also using the eQueue’s recording capabilities to help enhance customer service, so that contact center supervisors can better monitor the status of all calls, provide real-time assistance when needed, and conduct additional training. Byington concluded, “The ability to save the company real dollars and the ability to enhance our customer service at the same time is right in line with our company goals. Our customers have come to depend on ParTech’s ability to exceed their expectations, and the technology upgrades we are making now will enable us to continue to accomplish this for many more years, and as we expand our capabilities to accept customer e-mail and Web chat requests.” Byington and his team worked with eOn’s Professional Services team during October to implement the enhanced eQueue solution. “ParTech has always been a visionary client, successfully leveraging advanced skills-based routing and CRM capabilities for many years – and ParTech knows how technology can bring a competitive advantage to their business,” said Kelly Bevan, eOn’s vice president and chief marketing officer. “It is no surprise that ParTech, which has more than once been singled out by the industry for superior customer service, would continue to invest in technology to better serve its customers, and that produces real returns with bottom line benefits.” About eOn eQueue® Multi-Media Contact Center Solution The eOn eQueue® is a multi-media contact center offering a comprehensive and unified solution for customer interaction management. The universal or single queue approach enables contact centers to interact more efficiently with their customers regardless of the media. The eQueue applications include multi-media routing of all interaction types with robust ACD functionality, complete telephony capability, email, Web chat and Web collaboration, integrated voice response, voice mail with unified messaging, fax messaging, quality assurance recording and a complete range of desktop devices and applications. The benefits of using an eQueue are improved customer service and loyalty, increased agent productivity and lower cost of ownership. About eOn Communications™ eOn Communications Corporation™ (NASDAQ: EONC) is a leading provider of unified voice, e-mail and Web-based communications systems and software for customer contact centers and general business applications. eOn helps enterprises communicate more effectively with customers, convert inquiries into sales, and increase customer satisfaction and loyalty. To find out more information about eOn Communications and its solutions, visit the World Wide Web at www.eoncommunications.com or call 800-955-5321. About ParTech, Inc. ParTech, Inc., a wholly owned subsidiary of PAR Technology Corporation (NYSE:PTC), is a leading provider of professional services, hardware and enterprise business intelligence software. ParTech develops, markets and supports software and hardware products that improve the ability of business professionals to make timely, fact-based business decisions. Par is the world's largest supplier of Point-of-Sale systems to the quick service restaurant market with over 25,000 systems installed in over 90 countries. PAR Technology Corporation's stock is traded on the New York Stock Exchange under the symbol PTC. Additional information can be found on PAR’s website at www.partech.com. Note: This press release may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements involve risks and uncertainties, including technical and competitive factors, which could cause the Company’s results and the timing of certain events to differ materially from those discussed in the forward-looking statements. Such risks are detailed in eOn Communications Corporation’s most recent Form 10-K filing with the Securities and Exchange Commission. eOn Communications Corporation, the mark eOn, and eQueue are trademarks of eOn Communications Corporation. All other trademarks mentioned in this document are the property of their respective owners. Editorial Contact: Heather Pitts eOn 770-423-2228 Hpitts@eoncc.com top of page |
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