eQueue ACD

ACD agents For over 20 years eOn has been a leading provider of Automatic Call Distribution (ACD) systems, and was the first to provide the capabilities on an open, reliable Linux operating platform. Working with contact center operators over this time span, eOn has been able to develop and refine its ACD offering to produce the most reliable and feature-rich ACD solution available in any multi-media contact center system offered today.

eQueue ACD has all the features and processing power required to manage high volume contact center operations:

Universal Queue

eQueue ACD provides universal multi-media queuing capabilities allowing contact centers to flexibly route and distribute customer phone calls, e-mails and web chats using a single engine and a common set of business rules.

Dynamic Distribution

Customer interactions can be routed based upon real-time conditions. Unlike simple overflow or threshold-based techniques, each interaction is distributed based upon customizable route parameters, actual volume and other real-time conditions within the contact center.

Flexible Routing Parameters

eQueue ACD is also very flexible, offering the broadest range of routing parameters available today. Up to 32,000 routes with 64 different treatments can be created. Specific routing treatments can be customized from an array of parameters necessary to refine the service experience delivered to your customers.

Skills-Based Routing

Customers want to quickly reach agents that have the answers they're looking for. Skills-Based Routing allows inbound contacts to be directed based on ANI, DNIS or customer touch-tone input. This approach maximizes customer satisfaction levels and agent productivity.

Original Contact Feature

eQueue ACD offers a unique feature allowing customers to be routed to agents that they have had contact with in the past. Agent's can simply flag customer ANI information so that if the customer calls back within a given time frame, their call will be routed or queued to them. This feature increases customer satisfaction and enables your agents to build long lasting customer relationships.

Networking

eQueue ACD has the ability to queue a customer to multiple agent groups across networked systems simultaneously. It's just one more way to enhance answering speed and efficiency, improve customer service and reduce the chance of losing valuable customers during high volume call periods.

Agent Tools

Telephones are still a fundamental part of agents' necessary tools. Whether deployed in the contact center or used remotely, eQueue VoIP and traditional telephones and softphones can be customized with over 50 standard functions best suited to meet the operational requirements of your contact center agents.

Real-Time Supervisory Control

Supervisors have the ability to dynamically create agent assignments, monitor agent conversations, view operational results and receive system alert notifications. eQueue ACD also lets them see and anticipate potential problem areas before they escalate.

Comprehensive Reporting

eQueue ACD provides necessary information, in custom or standard formats, to manage efficiency, improve agent performance and maximize customer satisfaction.

Reliability

For over 20 years, eOn has been a leading manufacturer of state-of-the-art ACD systems. Throughout our history, the systems we have designed offer flexibility and scalability, incorporated into one feature-rich system. EOn believes that our customers should be able to buy one system to meet virtually all of their communications needs. As a result, there is no need for middleware or third party solutions with our system. Whether your application calls for 20 or 2,000 agents, eQueue ACD can give you the confidence needed in managing mission critical customer contact center applications.

eQueue ACD Key Benefits:

Maximize agent productivity using intelligent interaction distribution and easy-to-use desktop tools.
Fine tune service quality using dynamic supervisory tools and comprehensive management reports
Improve customer satisfaction and retention by matching appropriately skilled agents with customer needs
Achieve maximum availability with time-proven technology platform