eOn Communications Announces Web Chat Capability for Customer Contact Centers and e-Centric Businesses

Web Chat is the Latest Addition to the WebCenter Software Suite

Jan 23, 2001, 00:00 ET from eOn Communications Corporation

    ATLANTA, Jan. 23 /PRNewswire/ --
     eOn Communications Corporation(TM) (Nasdaq:   EONC), a leading provider of
 unified voice, e-mail and Web-based communications systems, this morning
 announced the availability of browser-based Web chat for its eQueue(TM) and
 eNterprise communications systems.  The Linux(TM)-based Web chat software,
 called Agent WebSpace(TM), is part of the WebCenter suite of customer
 interaction management (CIM) solutions.
     Agent WebSpace provides live customer interaction through multiple
 channels including text-based chat, document and form sharing, and the ability
 to "push" pages and information.  Customer service representatives can also
 use instant messaging to collaborate with one another to better serve their
 customer's needs.  Supervisors can assist and monitor the live interaction
 between customers and customer service representatives.  A full-featured
 response library allows Web site visitors to receive frequently requested
 information, such as product literature or FAQ libraries, with minimal agent
 intervention.  Agent WebSpace is a browser-based application that allows both
 local and remote agents to respond to chat requests.
     By providing customers with direct Web-based service and real-time
 assistance, Agent WebSpace can increase buy-to-browse ratios, improve customer
 service, reduce costs associated with telephone-based service, and make the
 Web visit a more pleasant and productive experience for the customer.  By
 clicking a button located on the Web site, a customer can request a chat
 session with an available representative.  The WebCenter's fully blended media
 queue manages all Web-based interactions, offering complete control for e-
 commerce sites and call center management.  Managers can route e-mail and Web
 communications using skills-based, dynamic and priority routing options,
 ensuring that customers can communicate with the most qualified agents in the
 least amount of time.  Additionally, extensive real-time and historical
 reporting capabilities are available for all media types.
     "Enterprises have now recognized the need for on-line communications
 systems that improve productivity and enhance customer service," said Troy E.
 Lynch, executive vice president of eOn.  "Our goal is to provide contact
 centers and e-commerce sites the ability to generate sales and build customer
 loyalty by enabling live, person-to-person communication.  We want to help our
 customers establish and maintain a complete customer interaction solution.
 Agent WebSpace is an integral part of this total solution."
     About eOn's WebCenter Software Suite:
     The WebCenter suite of software allows emerging contact centers and
 traditional call centers to communicate more effectively with their customers
 by integrating voice, e-mail, Web-based customer callback and Web-based chat
 in a single unified solution.  The eOn WebCenter software suite is a powerful
 solution for seamlessly queuing, routing, reporting and responding to e-mail
 and Web-based communications in real-time using a single integrated software
 application.  Representing the state-of-the-art in customer interaction
 management (CIM), the eOn WebCenter significantly improves on-line customer
 service, transforming e-commerce sites and call centers into advanced, full-
 featured, Web-based contact centers.
     About eOn's eQueue Communications System:
     The eQueue System seamlessly integrates all areas of customer contact
 activity using one highly reliable switching platform running on the open
 standards Linux-based operating system, and can function as a stand-alone
 ACD/PBX, a virtual ACD, or a combination of the two.  The eQueue bridges the
 gap between telephony-based call centers and new virtual web-based contact
 centers.  The eQueue has all of the features required for processing high
 volumes of diverse customer interactions.  These features include flexible
 routing, CTI, intelligent announcements, 3-D graphic displays and reports,
 skills-based routing, modular expansion and a full complement of Internet-
 based communication tools.
     About eOn's eNterprise Communications System:
     The eOn eNterprise is a next-generation private communications exchange
 (PCX) platform that enables businesses to consolidate and manage voice and
 data applications in a single unified system.  The eNterprise is based on the
 open-standards Linux operating system and provides the exceptional
 reliability, flexibility, scalability and interoperability required for the
 most demanding business applications.  The eNterprise combines the best
 features of conventional PBX, PC-based and IP-based communications systems to
 provide complete solutions for growing organizations, particularly those that
 rely on the Internet for increasing sales and customer service.
     About eOn Communications Corporation:
     eOn Communications Corporation (http://www.eoncc.com ) designs, develops
 and markets next-generation communications systems, adjunct servers and
 software that integrate and manage voice, e-mail and Internet-based
 communications 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.
     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

SOURCE eOn Communications Corporation