eOn Communications Announces Integrated E-Mail for the eQueue Contact Center Solution

Latest Addition Provides Complete Multi-Media Blending for Customer

Interaction Management



Mar 06, 2001, 00:00 ET from eOn Communications Corporation

    ATLANTA, March 6 /PRNewswire/ -- eOn Communications Corporation(TM)
 (Nasdaq:   EONC), a leading provider of unified voice, e-mail and Web-based
 communications systems, announces the addition of a fully integrated,
 browser-based e-mail and chat management capability for its eQueue(TM) contact
 center solution.  The open solution based on the Linux operating system
 delivers e-mail, web chat, and voice through a single queue, enabling contact
 centers to more efficiently interact with their customers regardless of the
 media.
     The eQueue's e-mail management software provides contact centers the
 ability to answer customer e-mail inquiries responsively and in a cost
 effective manner, enabling businesses to retain customers and increase
 revenues.  In addition to intelligently routing e-mail to the most qualified,
 available agent, the eQueue provides the ability to automate responses through
 the use of a shared common knowledge database.  For inquiries requiring an
 agent-crafted response, real-time spell checking is provided as well as the
 ability to instant message another agent or supervisor for assistance.  All
 e-mails and responses are tracked throughout the process to ensure fast
 accurate responses to every customer inquiry.  Transactions are then archived
 in a database for quality monitoring purposes and to allow enterprises to
 refer to a customer's prior history.
     Using the same browser-based interface, routing tools and knowledge
 database, customer service representatives can also manage chat sessions via a
 single desktop solution.  Both chat and e-mail transactions are handled,
 tracked and archived allowing agents to manage a truly blended environment.
 By delivering e-mail, web chat, and voice to a single queue, the eQueue allows
 emerging contact centers to more efficiently interact with their customers
 regardless of the media.  The eQueue's fully blended media queue manages all
 Web-based interactions in addition to traditional voice, offering complete
 control for e-commerce sites and call center management.  With the advanced
 routing options, managers can intelligently route voice, e-mail and Web
 communications, 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.
     "Traditional call centers and e-centric businesses have recognized the
 need for voice, email and web chat to coexist on a single platform, thus
 improving productivity and customer service," said Kelly Bevan, chief
 marketing officer of eOn.  "Building on our years of experience in providing
 solutions to the call center industry, eOn is now able to deliver a
 comprehensive multi-media communication system to better serve the needs of
 emerging contact centers.  Our goal is to provide contact centers and
 e-commerce sites with a totally blended solution that maintains the integrity
 of their voice services while also handling e-mail and chat transactions."
 
     About eOn's eQueue Contact Center Solution:
     The eQueue solution seamlessly integrates all areas of customer contact
 activity using one highly reliable switching platform running on an open
 systems 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 Communications Corporation:
     eOn Communications Corporation ( www.eoncc.com ) designs, develops and
 markets communications systems and software that integrate and manage voice,
 e-mail and Web-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
 Commission.
 
     CONTACT:  Heather Pitts of eOn Communications Corporation, 770-423-2200,
 hpitts@eoncc.com , or Bob Dirkes of Tech Image, Ltd., 847-632-0040,
 bob.dirkes@techimage.com , for eOn Communications Corporation.
 
 

SOURCE eOn Communications Corporation
    ATLANTA, March 6 /PRNewswire/ -- eOn Communications Corporation(TM)
 (Nasdaq:   EONC), a leading provider of unified voice, e-mail and Web-based
 communications systems, announces the addition of a fully integrated,
 browser-based e-mail and chat management capability for its eQueue(TM) contact
 center solution.  The open solution based on the Linux operating system
 delivers e-mail, web chat, and voice through a single queue, enabling contact
 centers to more efficiently interact with their customers regardless of the
 media.
     The eQueue's e-mail management software provides contact centers the
 ability to answer customer e-mail inquiries responsively and in a cost
 effective manner, enabling businesses to retain customers and increase
 revenues.  In addition to intelligently routing e-mail to the most qualified,
 available agent, the eQueue provides the ability to automate responses through
 the use of a shared common knowledge database.  For inquiries requiring an
 agent-crafted response, real-time spell checking is provided as well as the
 ability to instant message another agent or supervisor for assistance.  All
 e-mails and responses are tracked throughout the process to ensure fast
 accurate responses to every customer inquiry.  Transactions are then archived
 in a database for quality monitoring purposes and to allow enterprises to
 refer to a customer's prior history.
     Using the same browser-based interface, routing tools and knowledge
 database, customer service representatives can also manage chat sessions via a
 single desktop solution.  Both chat and e-mail transactions are handled,
 tracked and archived allowing agents to manage a truly blended environment.
 By delivering e-mail, web chat, and voice to a single queue, the eQueue allows
 emerging contact centers to more efficiently interact with their customers
 regardless of the media.  The eQueue's fully blended media queue manages all
 Web-based interactions in addition to traditional voice, offering complete
 control for e-commerce sites and call center management.  With the advanced
 routing options, managers can intelligently route voice, e-mail and Web
 communications, 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.
     "Traditional call centers and e-centric businesses have recognized the
 need for voice, email and web chat to coexist on a single platform, thus
 improving productivity and customer service," said Kelly Bevan, chief
 marketing officer of eOn.  "Building on our years of experience in providing
 solutions to the call center industry, eOn is now able to deliver a
 comprehensive multi-media communication system to better serve the needs of
 emerging contact centers.  Our goal is to provide contact centers and
 e-commerce sites with a totally blended solution that maintains the integrity
 of their voice services while also handling e-mail and chat transactions."
 
     About eOn's eQueue Contact Center Solution:
     The eQueue solution seamlessly integrates all areas of customer contact
 activity using one highly reliable switching platform running on an open
 systems 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 Communications Corporation:
     eOn Communications Corporation ( www.eoncc.com ) designs, develops and
 markets communications systems and software that integrate and manage voice,
 e-mail and Web-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
 Commission.
 
     CONTACT:  Heather Pitts of eOn Communications Corporation, 770-423-2200,
 hpitts@eoncc.com , or Bob Dirkes of Tech Image, Ltd., 847-632-0040,
 bob.dirkes@techimage.com , for eOn Communications Corporation.
 
 SOURCE  eOn Communications Corporation