Eicon Networks & Teloquent Partner to Deliver "Off-the-shelf" Call Center Solutions; Eicon's Diva ISDN+CT Card Named 'Hardware of Choice' for Teloquent's Interchange Agent.Business & Hi-Tech Editors MONTREAL--(BUSINESS WIRE)--Aug. 14, 2001 Eicon Networks Corporation, a worldwide provider of secure Internet connectivity products, today announced that it has signed a partnership agreement with Teloquent (R), the customer interaction center company, to offer Eicon's Diva ISDN ISDN in full Integrated Services Digital Network Digital telecommunications network that operates over standard copper telephone wires or other media. +CT card to Teloquent customers as optimal hardware for use with Teloquent Interchange Agent customer interaction software. "Teloquent is a globally recognized manufacturer of call center software, and this partnership is testimony to Eicon's success in the call center market," stated Norbert Cazabat, Eicon's Director of Sales for the Americas. "We are pleased to be working with a world-class company like Teloquent. The combination of Eicon's Diva ISDN+CT and Teloquent Interchange software Interchange is an open source web application server written in Perl. It is a versatile tool for automating and database-enabling a web site or building an online application. Its focus has traditionally been on e-commerce, but is now seen as a full-blown application server. will provide a seamless and easily implemented solution for call centers of all sizes which utilize ISDN." Eicon's partnership with Teloquent enables call centers with ISDN connectivity to deliver highly personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. customer support. When a customer places a call, Teloquent Interchange collects information on the customer, then automatically and intelligently routes the inquiry to the relevant Customer Service Representative (CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. ). The Diva ISDN+CT card provides a reliable voice connection to the CSR and enables the agent to interact with the customer via the Interchange Agent "soft" phone, delivering such features as conference, transfer and zip tone A sound that is sent by an automated call distributor to an agent in a call center. The sound is directed to the agent's headset to let the agent know that a call is about to be connected. It signals the end of one state (either not-ready or after-call) and the beginning of another. . The CSR manages the customer contact through Teloquent's simple point and click interface. The result is streamlined customer service management and increased customer satisfaction and loyalty. The Diva ISDN+CT is one of the few "off-the-shelf" client cards available today. With its easy plug-and-play installation, customers can simply purchase the card from a reseller An organization that sells hardware and software to the general public. Resellers purchase products from software publishers and hardware manufacturers. of their choice and install it themselves without any technical re-engineering or complex configuration. Furthermore, self-deployment eliminates the need for expensive technical support. "Teloquent and Eicon Networks are partnering to bring a quality solution to our customers directly off the shelf," said Ann Zarchen, Product Manager with Teloquent. "With the majority of card manufacturers moving away from client cards, Eicon has maintained a complete line of cards that our customers can use and implement without costly setup." Interchange Agent is the on-screen on·screen or on-screen adj. & adv. 1. As shown on a movie, television, or display screen. 2. Within public view; in public. soft phone that enables point and click contact management by CSRs. Interchange Agent controls customer contacts by voice, e-mail, Web chat or Web callback The initiation of a call to a call center from a Web page. The user clicks a button on the page, and the response can be processed in several ways: (1) it can link the customer to a form that is filled out to schedule a callback, (2) it can generate an Internet telephony connection , and with CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. integration, provides agents with relevant information about the person requesting assistance, ensuring a high quality and efficient customer interaction. Interchange Agent is a component of Teloquent Interchange, an open, multiple communication channel platform that integrates call center and Customer Relationship Management (CRM) systems, creating a unified, networked customer contact center anywhere. About Teloquent Teloquent, the customer interaction center company, provides contact center solutions that integrate multi-site, multi-vendor and multi-channel resources and deliver the right balance of high tech and high touch. Teloquent Interchange integrates phone, e-mail and web communications on the desktop with customer relationship management (CRM) applications, creating a single, unified contact center that increases customer service quality and CSR. Founded in 1989, Teloquent applied its call center experience to develop its customer contact platform to leverage existing "self-help," CSRs, telephony, information technology and Web infrastructure. For more information, visit www.teloquent.com, or contact Teloquent via email at info@teloquent.com or telephone at 1-888-TELOQUENT. About Eicon Networks Eicon Networks is a worldwide provider of secure Internet connectivity products. The company's portfolio includes a full range of products for connecting PCs and network servers to the Internet and corporate networks, secure communications gateways and media gateways for voice over IP and unified messaging Having access to e-mail, voice mail and faxes via a common computer application or by telephone. For example, unified messaging may send faxes and digitized voice mail to a mail server that turns them into e-mail attachments. . Eicon distributes, markets and supports its products in more than 80 countries through a network of channel partners, telecommunication telecommunication Communication between parties at a distance from one another. Modern telecommunication systems—capable of transmitting telephone, fax, data, radio, or television signals—can transmit large volumes of information over long distances. companies (telcos), Internet Service Providers Internet service provider (ISP) Company that provides Internet connections and services to individuals and organizations. For a monthly fee, ISPs provide computer users with a connection to their site (see data transmission), as well as a log-in name and password. (ISPs), and original equipment manufacturers (OEMs). Information about Eicon Networks is available at www.eicon.com. Eicon Networks is a business unit of i-data international a-s. More information about i-data can be found at www.i-datac.com. Eicon and Diva are either trademarks or registered trademarks of Eicon Networks Corporation. Teloquent is a registered trademark of Teloquent Communications Corporation. All other trademarks are the property of their owners. Note to editors: If you are interested in viewing additional information about Eicon Networks, please visit the Eicon Press Release Web page at http://www.eicon.com/corp/pressrel/. |
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