eOn launches Outbound solution.

eOn Communications Corporation, a provider of unified voice, e-mail and Webbased communications systems and software, has announced eQueue Outbound, the latest addition to its eQueue Multi-Media Contact Center Solution. eQueue OutBound was implemented to add more extensive outbound dialing capabilities

to the company's comprehensive contact center solution, including advanced predictive dialing algorithms engineered to assure compliance with the new Telemarketing Sales Rule (TSR) regulations implemented by the Federal Trade Commission. eQueue OutBound was designed to represent an alternative to stand-alone predictive dialing systems for contact centers with proactive customer service, telemarketing, collections or other outbound applications. The integrated design allows contact center managers to use common call routing, performance monitoring and management reporting tools for both inbound and outbound applications. eQueue OutBound also provides inbound/outbound call-blending capabilities that previously were difficult to achieve without extensive and costly integration projects with stand-alone predictive dialing systems. Calls that are launched from the outbound application are delivered to agents along with other inbound contacts using skills-based routing. Therefore, call blending can be achieved on a call-by-call basis, which can significantly improve agent productivity and enhance customer service. eQueue OutBound is flexible and supports different outbound dialing modes. Preview dialing allows agents to automatically dial calls after viewing the contact information and with progressive dialing the eQueue system will automatically dial the call when an agent is available. Predictive dialing uses a sophisticated pacing algorithm to determine when to dial calls in anticipation of an agent becoming available. eQueue pacing technology allows companies to create calling strategies that both ensure regulatory compliance and achieve optimum productivity, and uses many parameters including agent talk time, historical answer rates and inbound call demand. The eQueue OutBound Campaign Manager software provides for control and management of call lists and outbound campaigns. Companies can create dialing strategies to meet their business goals, change dialing plans and establish campaign management objectives. eQueue OutBound can be used for as few as 10 agents to thousands of agents and will be supported by eQueue Release 5 software.

www.eoncc.com