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Stanislaus County Department of Child Support Services Enhances Customer Service with Solution from eOn CommunicationsMulti-Media Contact Center Solution Increases Efficiency, Enables Future Growth for Offering Web Services to CommunityATLANTA (November 14, 2002) — eOn Communications Corporation™ (NASDAQ: EONC), a leading provider of unified voice, e-mail and Web-based communications systems and software, will implement its eQueue® Multi-Media Contact Center Solution for Stanislaus County’s Department of Child Support Services (DCSS). Serving the nearly 500,000 central California residents, DCSS fields more than 2,500 calls a day. Stanislaus County DCSS is turning to eOn to help streamline its contact center processes and improve customer service. Located in Modesto, California, Stanislaus County’s DCSS has a mission to help county families care for their children, and the contact center serves as the county’s primary face and voice to customers. The more than 12,000 calls the office receives weekly must be carefully routed from operators to Public Service Officers, and to caseworkers, as quickly as possible and with all caller information. The addition of eQueue’s Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and reporting functionality during the initial implementation will help ease the immediate pain of long wait times for customers countywide who are making case inquiries, negotiating payment schedules or checking on payment status. “Because of the nature of our department’s work, we deal with people who are often in need of immediate action,” said Donna Webster, call center manager for Stanislaus County’s Department of Child Support Services. “We needed to take measures to improve our customer service, first finding better ways to connect with our callers. eOn offers us a solution rich in features, built on a reliable Linux platform, and delivered with proven technical service and support.” The eQueue will enable the contact center managers to monitor call volumes and alert the department’s Public Service Officers when operators need help fielding incoming calls. In addition, the use of eQueue’s IVR capabilities will allow operators to handle calls more quickly by reducing the amount of time required to confirm a caller’s identity. Stanislaus County DCSS will also add a custom application being built by eOn, which will permit peak-time callers to schedule future callback appointments with the department. At the previously scheduled time, the system will automatically call the customer back, while presenting the operator or Public Service Officer with the caller’s information directly to the desktop display. Additionally, future plans for DCSS include a review of incorporating multi-media capabilities, which would enable customers to access the department via e-mail and live Web chat. “Through eOn, we’ll be able to improve our overall response times, and offer innovative solutions that will empower our customers to schedule convenient callbacks – and in the future, customers will also be able to use the Internet to contact us,” continued Webster. “eOn’s solution will ensure we are in a position to help our community today and tomorrow.” “Stanislaus County DCSS is a very forward thinking organization, dedicated to helping county residents realize value in government services,” said Kelly Bevan, eOn’s vice president and chief marketing officer. “With a keen eye on the future delivery of information and services over the Internet, it is only natural that DCSS would understand the advantages of building a multi-media contact center. For many years, eOn has helped other city, county, state and federal agencies improve customer experiences through the use of technology. We look forward to providing ongoing solutions and services to Stanislaus County DCSS in a way that will benefit its customers and the county.” 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 Stanislaus County Department of Child Support Services The Mission Statement of the Department of Child Support Services is to establish and enforce paternity and support orders, in compliance with Federal and State Law, while providing the excellent level of service our customers expect and require. To learn more about the Stanislaus County Department of Child Support Services, visit the World Wide Web at www.stancodcss.org. 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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