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Introducing the
Quintus eContact^TM Suite

Today's multifunctional call centers need to provide customer service across a broad range of communications media, not just over the telephone. However, few businesses have the expertise and resources to integrate new communications media into their call centers on their own.

That's why Quintus created the eContact Suite. The Quintus eContact Suite is a set of software products that allow call centers to incorporate a broad range of communications media, apply consistent business rules across them, and track and record data from every customer contact. With eContact, call centers can move beyond the telephone to work across all communications media with the same ease and effectiveness. It's that simple.

The Quintus eContact Suite includes a set of media connectors that link to-but remain independent of-popular e-mail systems, e-commerce software and tools, interactive voice response units, automatic call distribution switches, and imaging systems. The media connectors link to the eContact engine, which provides a single point of control for all forms of electronic interaction.

The eContact suite includes Quintus' proven computer telephony integration technology and desktop applications for consumer call centers, support departments, inside sales, and human resource call centers. And eContact works with applications from other companies, back-office systems, and legacy systems to give you a complete solution for handling customer interactions. One simple set of customization and administration tools work across the suite. Powerful reporting software lets you drill down to the information you need to make quick decisions.

The Quintus eContact Suite is designed with modular functionality, so that you can select a solution that best suits your particular call center. While some call centers may want to implement the eContact Suite in its entirety, others may choose specific modules that reflect current business needs. Either way, eContact provides the functionality that call centers need today, along with the flexibility for meeting the business challenges of tomorrow.

eContact Media Connectors

Quintus CTI (formerly Nabnasset CTI)
Quintus CTI is a proven computer telephony integration solution that can be implemented with the other products in the suite or as a stand-alone CTI solution to meet specialized call center needs. Quintus CTI manages workflow across different platforms,operating systems, and communications hardware to provide intelligent call qualification and routing; voice and data collection, mapping and reporting; desktop screen development; and other capabilities, including support for "virtual call center" installations over wide-area networks. Customers will be able to seamlessly connect CallCenterQ with Quintus CTI for one of the broadest call center solutions on the market.

eContact Engine

Personalization Services
Personalization Services route every transaction, regardless of media channel, using business rules, transaction histories, legacy data, customer profiles, and resource status information. Because Personalization Services apply the same routing strategies to all media channels, call centers can deliver consistent customer service. Personalization Services also provide capabilities for defining workflow scripts, business rules, and customer profiles.

Coordination Services
Coordination Services monitor, manage, and record every aspect of the customer interaction, from the moment of arrival until the moment of completion, through the use of the QDU-a data container that collects identification information (ANI, DNIS, URL), customer data from multiple enterprise systems, customer profile information, routing data, and transaction history. All data collected in the data container is shared by the entire eContact Suite. Coordination Services also provide call center managers with status information for allocating call center resources.

Customization and Administration Services
Customization and Administration (C/A) Services are a comprehensive set of intuitive, GUI-based customization and management tools for defining business rules, routing decisions, and workflow scenarios. C/A Services work across the entire eContact product suite, simplifying system administration while permitting easy management of processes and workflow across all communications media.

Consolidated Data Repository and Reporting
The eContact Suite includes QRepository, a unique system that stores customer data from every transaction, across every media channel, in one place. QRepository provides a complete view of every transaction, allowing call center managers to determine proper resource allocation. An easy-to-use reporting package, QDecision, provides cradle-to-grave reporting that consolidates data from telephony systems, e-commerce systems, and desktop applications.

QConsole
QConsole controls the agent desktop and provides all the information necessary for agents to offer customers personalized service while optimizing up-selling opportunities. Through screen pop, QConsole displays customer information, phone controls, and interaction scripts. Additionally, QConsole provides interfaces to back-office systems, allowing agents to easily and simultaneously display multiple windows showing customer information, legacy data, and third-party applications.

eContact Applications

CallCenterQ^TM
CallCenterQ is a powerful desktop application designed for large, multi-function call centers that provide a combination of service, telesales and telemarketing. With CallCenterQ, agents can handle service requests, manage contacts, track collateral inventories, and generate personalized letters; call center managers can gather the metrics they need to make intelligent decisions about resource allocation and productivity; and marketing managers can set up, administer, and analyze sales and marketing campaigns.

CallCenterQ for Consumer Relations
CallCenterQ for Consumer Relations is customer relationship management software designed specifically for companies that provide consumer services or sell consumer packaged goods. CallCenterQ for Consumer Relations gives agents the information they need to resolve customer issues, including a history of customers' previous transactions, data from complex distribution channels, and information about particular product brands. Additionally, CallCenterQ for Consumer Relations allows agents to compensate or issue vouchers to customers, so agents can resolve issues quickly and cost-effectively.

CustomerQ
CustomerQ is a powerful system designed for internal call centers and help desks. It captures, stores and retrieves critical information instantly through an easy-to-use interface, and accesses information from multiple knowledgebases. With CustomerQ, internal call center agents can address business issues quickly and intelligently.

HelpQ
With Quintus' HelpQ support management software, help desk managers can resolve internal support calls and manage assets efficiently. A point-and-click interface provides up-to-date information about users and equipment, allowing managers to make informed decisions. By supporting a wide range of applications‚from IT support for hardware, software, and infrastructure to internal product and service management‚HelpQ dramatically improves the efficiency of support call resolution.

HRQ^TM
HRQ is the first comprehensive call center solution designed to help human resource (HR) departments provide personalized service over the telephone, on the World Wide Web or via corporate intranets. HRQ provides instant, accurate information to HR professionals, enabling them to better serve the needs of their "customers"-including employees, recruiters and benefits providers. In addition, Quintus' partnerships with TALX Corporation and Foundation Technologies have enabled the company to extend HRQ's capabilities by providing HR services via the Internet, corporate intranets and through interactive voice response (IVR).

SalesQ
SalesQ is a comprehensive, opportunity management system that provides sales professionals with the complete pipeline management capabilities necessary to increase productivity and maximize revenues. SalesQ provides automatic lead distribution, sales opportunity tracking, quote generation, reporting, and other capabilities that help maximize sales opportunities.

WebQ
WebQ enables call center agents to respond to requests over the Internet or corporate intranets. In addition, customers may use WebQ via standard Web browsers to get product information, submit trouble tickets or browse problem-resolution databases.

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