EONcti Call Center

EONcti Call Center & Helpdesk

With the addition of EONcti, the full compliment of EONcrm's CTI integration possibilities can be unlocked. EONcti provide the full power of state-of-the-art call routing, integrated faxing, screen pops, call detail reporting, automation services etc., extending the performance of your Call Center and Help Desk Agents.

EONcti bridges data and telecommunications, orchestrating the flow of information across all areas of your business. EONcti integrates easily with most telephone systems, or acting as the phone system itself. In some cases you can eliminate adding new phone sets as your company grows.

There is a complete suite of business automation features designed for every area of your business; Sales, Service and Technical Support, Project Management, Human Resources, and Customer Notifications. An EONcti solution delivers the kind of superior service that automated Fortune 500 companies offer, but at a mere fraction of the cost.

EONcrm includes many ready-made functions and hooks for advanced call-center, IVR, and ACD functions. These can be activated along with your initial EONcrm implementation, or brought online one at a time, as your business needs grow.

EONcti provides;

Screen Pops
When a call is transferred to an agent, a screen automatically pops up on the desktop asking to open the account record.

Dialing
Dial directly from the desktop by clicking on the phone icon within EON.

Call Routing/ACD
Automatically routes calls to appropriate representative.  ACD (Automatic Call Distribution)  By identifying caller ID and accessing their customer record, calls can be forwarded to the right contact without having to guess extension or dial through multiple menu options.

Customer Notifications
Create custom notifications to be announced or dialed to customers on demand, such as notification of expired service contracts or subscriptions, announcement of new products, etc.

Call Routing  
Automatically routs calls to appropriate representative.  ACD (Automatic Call Distribution) By identifying caller and access there customer record calls can be forwarded to the right contact without having to guess extension or dial through multiple menu options.

Intelligent Call Distribution
Calls can be evenly distributed between agents based on the number or calls they have taken and the amount of time that has been spent on each call. This allows for a more fair distribution of calls.

Reporting
Provides report information to users and department managers. Call statistics can be reported by hour, day of the week, day of the month, or month.

IVR
Provide enhanced customer self-service allow customer to access Knowledge base for FAQ's, retrieve shipping status and more 24 hours a day 7 days a week.