Enghouse Interactive Unveils Communications Center 8.1 with New TouchPoint Operator Console

By CIOReview | Friday, April 3, 2015

PHOENIX, AZ: Industries like unified communications and contact center are literally in search for solutions that can provide a seamless interaction and enhance productivity of agents. Keeping this in mind, Enghouse Interactive, a provider of customer interaction solutions, introduces version 8.1 of its Enghouse Interactive Communications Center (EICC) to deliver omni-channel customer experience.

The new EICC solution empowers support, helpdesk and service teams by enabling them to resolve any customer issues immediately and efficiently through various communication tools such as phone, email, SMS, social media chat, IVR, video or self-service web interface. The platform meliorates response times, cost efficiencies, quality controls and proactive performance management.

EICC 8.1 offers new TouchPoint Operator Console to provide enterprise contact search with context sensitive alerting and enhanced efficiency. The console powers users to monitor agent productivity and quality by utilizing its improved supervisor and monitoring views.

“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 organizations committed to putting the customer experience at the heart of their operation,” says John Cray, VP, Product Management, Enghouse Interactive.

The new unified communication solution supports media escalation for Microsoft Lync users that enables transition of voice to video or from Instant Messaging (IM) to screen share in the same interaction. Microsoft Lync’s IM queuing enables Lync users to connect directly with Lync Enterprise user by utilizing EICC chat functionality. EICC 8.1 provides support for Lync Mobile Client and Cisco Jabber Extend & Connect to help roaming agents re-route queue calls to mobile or home numbers without any visibility loss.

EICC 8.1 is easy to setup and integrate through a fresh user interface. The platform’s SMS interaction Queuing enhances its 2-way session management capability that can be accessed through SMS gateway support.