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January 20, 2015

Enghouse Interactive's Communications Center Latest Release

By Peter Bernstein, Senior Editor

We are barely into 2015 and already the contact center solutions community is busy ramping up the volume on the trend that was already building significant momentum in 2014, enhancing omni-channel capabilities to improve the customer experience. 



The latest vendor to demonstrate its commitment to enhanced omni-channel is unified communications (UC) and contact center solutions provider Phoenix, AZ-based Enghouse Interactive. They have just introduced version 8.1 of Enghouse Interactive Communications Center (“EICC”), which boasts a series of interesting new omni-channel enhancements. This latest iteration boasts a myriad of new functionality that enables organizations to deliver an improved omni-channel customer experience.

Omni-channel gets a boost

The enhancements in Version 8.1 of Communications Center are interesting.  They include:

  • A new TouchPoint Operator Console that delivers increased efficiency and enterprise contact search with context sensitive alerting.
  • In addition, TouchPoint’s supervisor and monitoring views have been refined to further assist with agent productivity and quality.
  • For Microsoft (News - Alert) Lync users, EICC 8.1 now supports media escalation so that agents can transition from voice to video, or from IM to screen-share, all in the same interaction. IM queuing allows Lync users to leverage the rich chat functionality of EICC directly with the Lync Enterprise user.
  • Support for Lync Mobile Client and Cisco (News - Alert) Jabber Extend & Connect on mobile devices empowers roaming agents to push queue calls to mobile or home numbers without losing visibility.
  • A revitalized user interface allows for easy setup and integration. Improved SMS Interaction Queuing is enabled through SMS gateway support with the ability for 2-way session management.
  • Communications Center is also able to integrate video into the customer interaction.

Commenting on the latest release, John Cray, Enghouse (News - Alert) Interactive vice president of product management stated that: “EICC is a feature-rich contact center solution that provides the tools and information needed to achieve first contact resolution through improved response times, cost efficiencies, quality controls, and proactive performance management.” He added that, “EICC 8.1 delivers on the vision of Communications Center as the principal instrument for support, helpdesk and service teams to resolve customer issues quickly and efficiently, whether by phone, email, SMS, social media chat, IVR, video or self-service web interface.”

As I have noted in a previous article, the good news is that when it comes to omni-channel the proliferation of tools that can be used to enhance the customer experience are flowing nicely to the market, whether 2015 is the year in which the tools are implemented and put to good use to move the customer satisfaction metrics positively remains the open question.  

If you would like to become active in the industry buzz about omni-channel conversation a great way is to attend ITEXPO East, January 27-30 at the Miami Beach Convention Center. Take advantage of a chance to see the latest UC and contact center solutions live and the opportunity to network with peers and sit in on informative sessions on a variety of industry challenges and solutions.




Edited by Maurice Nagle
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