Communications Centre 12.0…

Find out about our Customer and Partner Release Update webinar

Enghouse Communications Centre and its popular user interface TouchPoint evolve with every release, ensuring you meet your business requirements in today’s fast-changing world. We are continuously improving and innovating: listening to feedback from our customers and partners to ensure our software helps you create the highest quality customer experience for YOUR customers.

Please see details of new release enhancements below.

BROCHURE

Enhancements in Communications Centre Version 12.0, including Service Packs 1 & 2

Key enhancements for Enghouse Communications Centre v12.0, 12.0.1 and 12.0.2 include integration to RingCentral and updates to Operator Console, Contact Server, Web Administrator, TouchPoint and the TouchPoint Web user interface (UI). Service Pack 2 (12.0.2) is the final release for version 12.0, and is a significant release that enhances mobility and remote working for multi-channel agents.

TouchPoint Web UI for Agents

  • Take your contact centre remote without effort, with our Web UI.
  • Multimedia channel support includes email, web chat and SMS (mobile text) and multimedia templates
  • Use wrap-ups to capture vital information about all aspects of the interaction, to assist your team and/or the wider organisation. Examples include
    • the customer’s reason for getting in touch
    • their geography or demographic
    • the specific product(s) discussed
    • whether a follow-up up-sell contact or other escalation is recommended (e.g., by the sales team)
  • Callback allows customers waiting in your voice queue to – instead of waiting – leave a voice message that can be processed exactly as if they had waited in the queue or can be delayed until the call centre is less busy. With this single function you eliminate caller frustration for everyone:
    • Each customer who chooses this option is no longer frustrated by waiting for answer
    • Your wait time drops for the rest of the calls who remain in the queue

RingCentral Integration

  • Enghouse Communications Centre now integrates with the RingCentral UC platform via Enghouse’s generic SIP communications server
  • Integration with RingCentral Presence allows visibility of colleagues’ availability for improved collaboration and productivity

Enhancements to TouchPoint Agent and Supervisor Interface

  • Snooze Queue Alerts : Agents and supervisors are now able to snooze queue alert popup notifications instead of just closing them permanently
  • Plain text paste in Email Editor: Text pasted using this function automatically picks up the formatting in the rich-text destination document; avoids issues with source formatting
  • Bot integration : Virtual Assist – TouchPoint now supports bot integration for Virtual Assist/whisper mode

Vidyo Integration

  • Web Chat escalation to Enghouse Vidyo (when deployed), allowing participants of a web chat interaction to convert the chat to a video session

Functions added to Web Administrator Interface

  • Queues configuration
  • Agent login classes
  • Announcements, Progress Announcements, Auto Attendant

Contact Server

  • Edit source – look and feel changes
  • Authentication model for Azure Active Directory sources
  • Contact filter for Azure Active Directory source
  • Exclude and include filters for Active Directory source
  • Import contacts from Azure Active Directory

Operator Console

Console now allows an operator to control a call to an un-monitored or external number:

  • Transfer a call to an un-monitored or external number
  • View the transferred call as it is ringing
  • Recall the transferred call manually via a menu command, or automatically via a timer
  • Call Park is available for all supported platforms including RingCentral and Teams

See below for enhancements in previous versions

Visit our Version Support Matrix and Product Life Cycle Policy page.

Below is a comparison of  features and functionality added since version 8.1 .

The interface is really intuitive, you don’t actually need to train people! I think we took our agents through it for an hour and that was all they needed.

Jill Mann, Business Enablement Manager, Yellow

Enhancements in Previous Versions

Communications Centre 11.1

Key enhancements for Enghouse Communications Centre v11.1 (up to and including v11.1 Service Pack 1) include Video QueuingSurvey for Microsoft Teams and Avaya IP Office, and updates to the Communications Centre Web Administrator tool.  The solution has also achieved Microsoft Teams certification. For a list of v11.1 updates, check out our release feature matrix below right. Please talk to your Enghouse or Enghouse Partner account manager for more information.

New Teams features

  • Supervised transfer to a Conference
  • Post Call Survey for Teams users
  • Increased Security
  • Increased Scalability
  • Teams Certification testing.

Functions added to New Web Administrator Interface

  • Companies and Departments
  • Break / Worktime reasons
  • Wrapup templates
  • Login classes
  • Delivery schedule editing for the login classes + new modules
  • All new features added to Communications Centre in the last 12 months

Other Enhancements

  • Enhancements to TouchPoint Client Application Interface
  • Graph provider for third party Email Plugin.  Connector from email gateway to Microsoft Office 365. POP3 will remain for on premises
  • Queue and deliver Vidyo calls.  Microphone and camera configuration from within TouchPoint
  • Communications Centre API additions for Chat and the user interface

Communications Centre 11.0

The primary development focus for version 11.0 in APAC region has been our new Microsoft Teams Contact Centre. Watch our new video above and visit our Teams Contact Centre page and find out how you can leverage your investment in Microsoft Teams.

Customers can also talk to their Enghouse provider for our Release Notes, a detailed list of general v11.0 release enhancements and fixes.

Enhancements to TouchPoint Agent and Supervisor Interface

  • Further improvements to “Presence” or Favourites pages configuration
  • Ability to “Pick up” queue Emails that were delivered to an Agent who hasn’t answered
  • Additional language support from the TouchPoint Email spell checker
  • A new option to Clone TouchPoint Preference settings to other users
  • Calling from phone Sub-lines
  • Chat transcript: Copy to clipboard
  • Call bar improvements (for multiple call handling)
  • Teams Supervisor Client with TouchPoint embedded into Teams application
  • Shared Contact groups
  • Real-time synchronisation with contacts’ Microsoft Teams Presence

Communications Centre 10.1

Enhancements to TouchPoint Agent and Supervisor Interface

  • Advanced Queues – Get an overview of your contact centre performance, then drill down to view individual agent productivity, all from one screen.
  • Presence (Favourites) Pages – A new ‘Contacts’ tabs in the Statistics window offers quick access to frequently used personal OR shared contacts, with at-a-glance visibility of availability for internal contacts.
  • JAWS and MAGic Integration for vision Impaired – Provide the best experience to vision impaired agents with screen magnification and text to voice capabilities.
  • Hot Seating support – Dynamically associate a user’s phone extension as soon as they sign in.
  • Traditional Chinese language available – Please talk to your local Enghouse Interactive or Partner account manager to find out about more supported languages in TouchPoint.

Web Chat Features

  • Video Escalation and Page Sharing – Support your customer engagement with the options to easily and seamlessly escalate web chats to video, or to share web pages, allowing agents to guide customers across different pages and even assist them to fill out forms.
  • Chat Connector API – Interface to an external Chat system such as chatbots or social media applications.
  • Web Chat translation – Automatically translate chat messages when agents and customers communicate in different languages.

Administration Enhancements

  • Log Collector – Schedule or manually transfer TouchPoint application diagnostic/log files from the client PC directly to the Log directory on the CTI server.
  • Update Service – TouchPoint’s auto-update service has been re-architected to include an auto update of Advanced Services modules to further reduce implementation time.
  • Data Privacy Tool – The Data Privacy feature enables the identification of a customer’s personal data and the export or removal / anonymised of it if requested. This feature has been developed to meet recently introduced privacy laws (GDPR)

(Continued next column…)

Enhancements (continued)

Communications Centre 10.0

Tighter Portfolio Integration
• TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
• Integration to outbound SMS campaigns automatically recognizes messages needing agent intervention, routing them to available agents for deeper level handling

Scale and Flexibility
• Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
• Enterprise-level presence visibility for NEC SV8500 and SV9500 customers
• Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments

Communications Center with the Cloud
• Support for federated agents

Communications Centre 9.1 (2016 R2)

Enhancements to TouchPoint Agent and Supervisor Interface

  • Set agent or team performance thresholds
  • New KPI and metrics graphs and visualization
  • Access agent and presence controls direct from call bar
  • Improved searching within email queues and contacts
  • IVR and Mobile IVR Integration, with an improved data display in TouchPoint
  • Access QMS from directly within TouchPoint
  • Dialpad and tone support added to TouchPoint

Secure Single Sign-On

  • Mutual TLS Certificate-based architecture

Version 8.1

All New TouchPoint Operator Console
Increase operator efficiency with this fresh new console operator interface. The new console UI has improved enterprise contact search with context sensitive alerting.

Improved Supervisor Visibility within TouchPoint
TouchPoint’s supervisor and monitoring views have been refined to further help manage agent productivity and quality.

New for Microsoft Lync
Media-escalation now gives agents the ability to transition from voice to video, or from IM to screen-share – all in the same interaction. IM queuing is also available, allowing Lync users to use the rich chat functionality of CC.

New Mobility Feature for Roaming Agents
Support is now available for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices. Extend your contact center to the roaming agent and retain all of CC’s reporting and skills based routing.

Improved Server Resiliency
Leverage SQL 2014 clustering and merged replication to keep your business critical contact center application to mitigate risk around disaster recovery (fail-over/fail back) scenarios.

All New Web Chat Queuing
A revitalized UI and an easy to setup with secure webchat interface allowing for improved integration with your website.

Improved SMS Interaction Queuing
Now offering direct SMS gateway support, with 2-way agent session management.

Talk to the our Advanced Services team about integrating your SMS gateway for more control over your SMS channel.

Improving the Daily Lives of the People of the Contact Centre

The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software, and our latest software releases are a significant contribution to this mission.

We know that happy contact centre agents mean happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information needed at their fingertips, isn’t stressed, can confidently handle every challenge and comes back enthusiastically tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.

girl with headset