Solutions

EQ Contact Center was designed to meet the demands of many different real-world contact center environments. It doesn’t surprise us that we receive so many compliments on our software, and how intuitive it is, because that’s how it should be.

Our system can be placed as a stand-alone PBX and Contact Center solution, or as an add-on to a business phone system to provide Contact Center functionality.

eCommerce

Effortless collaboration and communication between users
results in improved customer satisfaction.

  • Guarantee your customer satisfaction
  • Analyze and reduce abandoned calls
  • Manage staffing using our intuitive reports
  • Skill-based Routing
  • Supervisor and Agent Chat to quickly address questions
  • Call Recording monitor agents
  • Agents have presence, and can see calls in queue
  • Advertise using Outbound Campaigns
  • Predictive or Progressive Dialer
  • Agent Scripts for easy dictation
  • Salesforce integration for quick customer look up

Help Desk

Quality-control and custom note entries will ensure that every call is tracked and managed in our EQ History Engine. Salesforce integration will also allow users to see who is calling before the customer is connected; Including any previous cases or tickets.

  • Record calls for auditing and training
  • Record-on-Demand permission for Agent control
  • Custom note entry for Agent per call (Ticket #)
  • Salesforce integration
  • Monitor Calls
  • Barge-in Calls
  • Whisper to Agent directly
  • Report on calls per specific customer DNIS
  • Chat with other Agents and Supervisors for immediate assistance
  • Parking Lot view for easy transfers
  • Visual and Audible custom alerts

Healthcare

Use our outbound capability to notify patients of any changes
or scheduling. EQ Contact Center’s reporting and call recording
capabilities will ensure that a repeat caller can be quickly identified.

  • Route by skill for specific Queues
  • Enable Queue priority for specific customers
  • Voice recognition
  • Text to Speech
  • Monitor Calls
  • Reduce hold time
  • SMS/Email alerts with custom thresholds

Financial Institutions

Agent scripting, CRM integration (Salesforce), custom Agent notes per call, and call flow can be optimized for smooth operation. Customers will feel like the institution has put in planning and effort to minimize wait time and redundant data collection. These core values are paramount for financial institutions to operate a successful contact center.

  • Use CRM integration to identify customers quickly
  • Skill-based routing
  • Voice recognition
  • Database integration for balance inquiries
  • Record Calls
  • Agent presence across all Queues
  • Agent Cradle-to-Grave reporting