Products and Services

EQ Contact Center

EQ Contact Center is a robust contact center platform built around the latest PBX and development technology.  It was built from the ground up to be intuitive and easy to use for all users. Best of all, it is entirely web-based.
This means that updates to the software can be done in real time and there is no clunky software to install on end-users’ machines.  We support all major web browsers, and even allow supervisors to use tablets or smart phones to view reports and our realtime engine.  EQ Contact Center gives all users on the system a sense of presence.  What this means is no matter where you are in the software, you feel like you are in contact with other users and they can be in contact with you.  This results in effortless communications between users and supervisors and streamlines day-to-day operations.

Our contact center solution is built around a stable and well-known PBX.  With one of our deployments you not only get a best-in-breed contact center solution, but you also get a business PBX for standard phone users.
The EQ Realtime Reporting Engine will show all the realtime reports you could ever need for the call center and can also display phone status for standard phone users.

Feature List:

EQ Admin/System

  • Inbound ACD Queues
  • Outbound Predictive/Progressive Dialer Campaigns
  • Inbound/Outbound Blended Queue Functionality
  • Inbound Email ACD Queuing
  • Skill-based Routing
  • Permission-based Chat for users, with groups
  • User access and permissions control
  • Auto Answer ACD
  • SMS/Email/Audio/Visual Alerts Configuration
  • Custom Pause Code Editor
  • Agent Script Editor with branching/interactive flow
  • Screen Pop and CRM integration config
  • Disk usage and Processes SMS/Email alerts
  • Real time license usage
  • 1-Click UDP/SIP Packet Capture
  • Disk usage graphs
  • Software Update Push Notifier
  • 1-Click license update and database backup

EQ Realtime Engine

  • Graphical and Tabular reports
  • SMS/Email/Audio/Visual Alerts for custom thresholds
  • Supervisor Chat with Agents and other Supervisors
  • Queue Summary Statistics
  • Monitor Calls
  • Barge-in Calls
  • Whisper to Agent directly
  • View agent status with ANI and Pause Codes
  • Dynamic Agent Login/Logout Manager
  • Extensive Email Queue Reports
  • View Calls in Queue Details with Customer info
  • Parking Lot view
  • Conference Viewer w/ mute controls
  • Realtime Event Viewer
  • View All Phone Status report (every phone on the PBX)
  • Visual and Audible custom alerts
  • Detailed Campaign Activity Reports
  • Graphical Calls in Queue and Agent Status Reports
  • Pause/Unpause Agents in 1 or all queues

EQ History Engine

  • Graphical and Tabular reports
  • Cradle-to-Grave Call (C2G) Reporting on-click
  • 1-Click email of CDR and C2G data along with call recording
  • Scheduled reports in PDF, CSV, XLS
  • Agent Cradle-to-Grave Activity Reporting
  • ACD  Detail Reports
  • Non-ACD Detail Reports
  • SLA Reporting
  • Abandoned Rate Reports
  • Over 30  Tabular Reports to Customize
  • Over 20 Graphical Reports all by Agent, Campaign, or Queue

EQ Agent

  • Agent toolbar
  • Advanced Phone Integration and control
  • Line per Queue display, with calls waiting
  • Agent Queue status available on Polycom phone display
  • Phone actions: Answer, Dial, Blind Transfer, Hangup
  • Record calls on demand button
  • Screen Pops and CRM Integration
  • Agent scripting tool with branching/interactive flow
  • PC Less Agent operation
  • Parking Lot view
  • Conference view
  • Parking Lot view
  • Phone book with Global Speed Dials and User-Defined, all click to dial
  • Chat with other Agents/Supervisors/Custom Groups
  • All phone status view
  • Parking Lot view
  • Custom note field, attaches to CDR
  • Customer History view
  • Outbound Campaign Call Dispositioning
  • Call Recording Control (Permission-based)
  • Custom Pause/UnPause codes per Queue