CC v11.1 Now Available!

Enghouse Interactive’s Communications Centre (CC) evolves with every single release ensuring it meets 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.

Enghouse Interactive presents Communications Centre version 11.1

Key enhancements for v11.1 include Video Queuing, Survey for Microsoft Teams and Avaya IP Office, and updates to the CC 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.

Enhancements in CC v11.0

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

Enhancements in CC v10.1

TouchPoint User Interface Updates

  • 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)

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

Version 10.0

Tighter Portfolio Integration
The strength and depth of the Enghouse Interactive Contact Centre portfolio has increased
• 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

Version 9.1 (2016 R2)

Quality Driven Communications
New Omni-Channel Escalation Scenarios
• Customer and agent-enabled channel escalation
• Add IM to voice or voice to IM (TouchPoint Agent for Microsoft Office 365)
• Add screen sharing (Microsoft Office 365)

New Agent & Team Goals/KPIs, Metrics & Alerts
• Set agent or team performance thresholds
• New KPI and metrics graphs and visualization

An Improved TouchPoint Experience
• Access agent and presence controls direct from call bar
• Improved searching within email queues and contacts

Tighter Portfolio Integration
New Communication Portal (EICP) Support
• IVR Integration, with an improved data display in TouchPoint
• Application Integration (IVR Navigator)

Enhanced Quality Management Suite (QMS) Integration
• Access QMS from directly within TouchPoint
• Easier administration and improved data

Web-Enabled TouchPoint
Providing improved Managed Service Offering
• New Edge Server role to aggregate client connections

Support Home-Based/Roaming TouchPoint Agents, Reduce cost and Improve Performance
• Remote TouchPoint deployment with no expensive VPN required

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Enhancements (continued)

Version 9.1 (continued)

Secure Single Sign-On
• Mutual TLS Certificate-based architecture

Microsoft Office 365
Improved Direct-to-Conference Call Scenarios
• All agent calls are pulled into conferences for improved performance and call handling

Reduce Queue Complexity & Support Advanced Routing
• In-dial Modifiers are now supported on Microsoft Office 365
Support for Agent DTMF
• Dialpad and tone support added to TouchPoint

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 Webchat
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.

Video Interaction Queuing
Talk to the Advanced Services team about integrating video into your customer’s contact center experience.

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