Communications Centre 14.0

Version 14.0 is due for release September 2023

– Yes we skipped 13!

Enghouse Communications Centre and its popular user interface TouchPoint evolve with every release, ensuring you meet your customer, employee and business needs as they continue to evolve. We are always improving and innovating: listening to feedback from our customers and partners to ensure our software helps you create the highest quality experience for YOUR customers.

Please see details of new release enhancements in the panel below.

For an overview of the Communications Centre solution, click the button below:

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Enhancements in Communications Centre Version 14.0

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Communications Centre 14.0

Web Enablement

  • Email pickup – Agents and Supervisors with appropriate permissions can intercept and handle a queue email that was in progress with another agent.
  • Operator Console – Operators can use Communications Centre’s browser-based Operator Console to work from anywhere.
  • Call Park – Agents and Operators can View, Park and Retrieve calls parked by other operators or agents, for example when calls are parked for users already engaged on a call.

Microsoft Teams Native Integration (continued)

  • Operator Console and Call Park (see above) are now supported in the natively integrated Microsoft Teams environment.
  • Various Transfer enhancements have been implemented for consistency across platforms.

Web Admin

  • Identity server – Enghouse now hosts a service to provide Single Sign-on across a range of Enghouse solutions such as Communications Centre and Quality Management Suite (used for integrated recording and agent evaluation).

New Support

  • The number of agents supported across the Microsoft Teams SIP environment and using our Web user interface has increased.
  • Version support is updated for Windows Server, Microsoft SQL Server, and Azure Virtual Desktop Services.

Communications Centre 12.1

Web UI Integration update: Supervisory functions and ease of access

  • View interactions in a queue
  • Request selected interaction
  • Preview email waiting in a queue
  • Delete spam
  • View Agents in a queue
  • Call monitoring
  • Contact favourites
  • CRM integration
  • Screenpop/”zbrowser”

Please get in touch with your Enghouse Account Manager or Trusted Enghouse Partner to find out more. 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
Click in the image below, then click on the magnifying glass to view.

“

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
visit our case studies page to watch the video

Enhancements in Previous Versions

Communications Centre 12.0

Updated: TouchPoint Web UI for Agents

  • Take your contact centre remote without effort, with Enghouse Communications Centre’s TouchPoint 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.
  • Callback

New: RingCentral Integration

New: Enhancements to TouchPoint Agent and Supervisor Interface

  • Snooze Queue Alerts
  • Plain text paste in Email Editor
  • Chat Bot integration

New: Enghouse Vidyo video Integration

Updated: Web Administrator Interface

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

Updated: Contact Server

Updated: Operator Console 

  • Control calls to unmonitored and external numbers
  • Call Park for all supported platforms including RingCentral and Teams

Communications Centre 11.1

Key enhancements for Enghouse Communications Centre v11.1 (up to and including v11.1 Service Pack 1) include Video Queuing, Survey 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

(Continued next column…)

Enhancements (continued)

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)

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.

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.

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