Enghouse (News - Alert) Interactive has released a significant update (PRC 3, version 9) to its Contact Center: Enterprise solution (CCE). The new version of the solution has a higher performing predictive dialer and supports omni-channel communication.
Phoenix, Ariz.-based Enghouse Interactive (EI) develops communications solutions for contact centers. These solutions facilitate agent-to-customer interaction and give management the tools it needs to evaluate and improve performance.
The company also provides IVR and console solutions as well as integration support. EI is a division of parent company Enghouse Systems Limited, a publicly traded software company based in Markham, Ontario in Canada.
One of the most important features of the new CCE is a unified queue that consolidates the history of interactions with a customer, regardless of communications channel, in a concise format on the screen. This increases agent efficiency by eliminating the need to search for each interaction individually. Support calls are handled in a more uniform manner and customers are happier with it taking less time to handle a call than before.
Blended predictive dialing (BPD) is another important new feature. From a high-level perspective, it reduces the amount of idle time agents have. The more technical perspective reveals a mechanism that prioritizes inbound calls and routes them to an agent based on that person’s skill set. This mechanism will also turn around route outbound calls to any idle agents, thus reducing the length of idle time gaps between calls.
According to EI’s website, the aforementioned unified queue of customer interactions is patented, which would give the company an advantage that its competitors cannot turn around and add to their products. Supporting omni-channel communication is one thing, but without a way to manage it efficiently, the contact center is still lagging in performance. Every channel is inefficient instead of just phone calls being inefficient.
CCE is going to work best for large enterprises that either have not been using omni-channel support or have used it inefficiently. Contact centers that have agents with too much idle time should also consider using CCE. It is a well-established product that has been modernized to meet the needs of call centers in 2015.
Edited by Maurice Nagle