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eOn Communications Announces Internet-Based Remote Agent Capabilities

 

Continues to Expand Functionality of its Next-Generation Communications Systems

 

Atlanta, Ga., November 29, 2000 - eOn Communications Corporation(TM) (Nasdaq: EONC), a leading provider of unified voice, e-mail and Internet communications systems, has announced the addition of remote e-mail queuing capabilities on its Linux(TM)-based communications systems. Remote e-mail queuing enables contact centers to queue live calls and e-mail on the same platform and distribute them via the Internet to remote agents.

 

eOn remote agent software provides contact distribution and reporting capabilities to personnel in geographically distributed offices, home-based agents, telecommuters, part-time employees and "specialist" personnel required to meet specific needs. The remote agent software suite delivers e-mail content to remote agents in addition to traditional voice calls. Reporting tools, routing rules and content delivery are identical for remote and local agents. In addition to skill-based routing, the product provides softphone and third-party call control functionality for remote agents--delivering a single, network-to-desktop solution for the call center and emerging contact center markets.

 

The remote agent solution offers significant benefits: improving the ability to attract and retain agents, allowing agents to work at home, providing the ability to manage unexpected call and e-mail volumes, reducing facility costs, and extending business hours by staffing across time zones.

 

By consolidating agents from multiple locations into a single, virtual contact center resource, this solution can help companies improve the customer experience, increase contact center effectiveness and reduce operating costs.

 

By including agents outside the traditional contact center's physical location, remote agent support extends the boundaries of the contact center enterprise. The remote agent software enables companies to better utilize existing and on-demand resources and extend full contact center functionality across the entire enterprise regardless of agent location.

 

Regardless of whether an agent is working in a formal contact center or at home, both voice and e-mail contacts are prioritized, queued and routed to available trained agents. Remote e-mail is handled with the same flexibility that eOn brings to e-mail in the formal contact center, including the ability to automatically acknowledge receipt of a customer's e-mail, queue it for the next available agent, display agent statistics, and route the e-mail based on agent skills, department or time of day. Agents can also respond directly to an e-mail or choose an appropriate response from a library of prepared responses.

 

Using the same interface as in-house voice and e-mail contacts, real-time statistics provide sophisticated tracking and reporting of remote e-mail contacts including the status of contacts in queue, average queue time, and agent activity and efficiency. This creates a remote agent scenario that is transparent to the central call center and to the customer.

 

"Centralized administration of remote agents gives call centers a unique ability to manage agents in a productive and profitable way," states Robert R. Cash, vice president and chief marketing officer of eOn. "The introduction of remote e-mail queuing greatly enhances the ability of all call centers and contact centers, especially service bureaus and Application Service Providers, to manage a virtual workforce efficiently."

 

About eOn Communications Corporation:

eOn Communications Corporation (www.eoncc.com) designs, develops and markets next-generation communications systems, adjunct servers and software that integrate and manage voice, e-mail and Internet 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.

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