Contact Centre Solution Enhances Customer Interactions With New Operator Console, Supervisor Visibility, Mobility, Video Integration, and Extended Lync Functionality
Enghouse Interactive, a leading developer of a comprehensive portfolio of unified communications and contact center solutions, today introduced version 8.1 of Enghouse Interactive Communications Center (“EICC”). This latest iteration boasts a myriad of new functionality that enables organisations to deliver an improved omni-channel customer experience.
“EICC is a feature-rich contact centre 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,” said John Cray, Enghouse Interactive vice president of product management. “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.”
Version 8.1 of Communications Center boasts 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 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 Jabber Extend & Connect on mobile devices empowers roaming agents to push queue calls to mobile or home numbers without losing visibility.
A revitalised 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. Also very important to note is that Communications Center is able to integrate video into the customer interaction.
“Simply put, Enghouse Interactive Communications Center is the complete contact management solution that not only addresses the preferences of today’s tech-savvy consumers, but is also the most powerful resource available to organisations committed to putting the customer experience at the heart of their operation,” added John Cray.