On queue

Citation

(2002), "On queue", Work Study, Vol. 51 No. 5. https://doi.org/10.1108/ws.2002.07951ead.008

On queue

On queue

eOn Communications Corporation, a leading provider of unified voice, e-mail and Web-based communications systems and software, has implemented the eQueue Multi-Media Contact Center Solution at iVox LLC, a Web-enabled contact centre that provides prospect and customer relationship management for technology, healthcare, financial and telecommunications clients. The eQueue will enable iVox to successfully manage customer interactions while gathering market intelligence from these interactions more accurately, quickly and economically to help drive revenue for their clients. Serving business-to-business clients who depend on successful engagements to turn prospects into customers and provide additional services to existing customers, iVox differentiates itself from the competition by delivering rich market analysis to assist their clients in one-to-one marketing efforts. Through its advanced reporting capabilities, the eQueue will enable iVox to deliver higher quality CRM information for customer and prospect profiles. In addition, eOn will develop a custom application for iVox that will offer enhanced storage of raw data from the system, helping iVox to provide its clients with additional information from customer interactions. The eQueue system will serve both the iVox contact centre in Hayward, California, and their new centre in Henderson, Nevada. The California personnel will connect as remote agents to the system, which will be located in Nevada. The eQueue's remote networking and comprehensive reporting capabilities will seamlessly integrate the two contact centres for better and more cost-effective management of all customer interactions. To find out more information about eOn Communications and its solutions, visit:’http://www.eoncommunications.com/