HOME     MENU     SEARCH     NEWSLETTER    
CUSTOMER RELATIONSHIP MANAGEMENT NEWS. UPDATED 5 MINUTES AGO.
You are here: Home / Press Releases / Enghouse Interactive Debuts EICC 8.0
Neustar, Inc.
Protect your website & network using real-time information & analysis
www.neustar.biz
Enghouse Interactive Intros Communications Center 8.0
Enghouse Interactive Intros Communications Center 8.0
News as reported by the company Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
APRIL
29
2014



Enghouse Interactive Releases Communications Center 8.0 -- EICC 8.0 HARNESSES THE POWER OF ZEACOM AND ENGHOUSE INTERACTIVE PORTFOLIOS

Enghouse Interactive, developer of a comprehensive portfolio of contact center and unified communications solutions, today introduced version 8.0 of Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center.

Enghouse Interactive provides software and services to deliver great customer communications. The Company’s solutions ensure that when a customer connects with an organization’s service, helpdesk or sales team, their needs are resolved quickly and efficiently, whether by phone, email, SMS, social media, chat, IVR, or self-service web interface.

EICC 8.0 capitalizes on the success of Zeacom’s minimalist agent interface, TouchPoint, which is now at the center of Enghouse Interactive’s broad product portfolio. A single-click within TouchPoint provides access to a suite of complementary Enghouse applications designed to help agents grow in confidence and performance.

For example, Enghouse Interactive’s Knowledge Management System (KMS) can automatically present agents with FAQs or other valuable information relating to a customer’s previous purchases or requests from a website, at the same time EICC delivers the customer’s interaction. In addition, EICC can also display a specially matched script to guide the agent in their conversation.

EICC has long-supported the blending of all forms of customer communication in a unified queuing interface. Version 8.0 adds multi-channel handling to TouchPoint, increasing and modernizing the toolkit for customer interactions.

The new interface also delivers enhanced business intelligence and quality management tools. Agent activity metrics are presented in a graphical format, providing at-a-glance visibility to managers and agents. Integration with Enghouse Interactive’s Quality Management Suite (QMS) supports call and desktop recording, along with simple to use evaluation and coaching tools.

TouchPoint’s integration with Microsoft Windows tablets, including the Surface, gives supervisors the ability to coach their teams on the floor while retaining full access to their contact center management systems. Equipped with a tablet, managers can view individual agent availability and queue status, monitor interactions with customers, intervene to assist agents with difficult calls, and act as an agent ‘on the fly’ to take high priority calls in peak volume conditions.

Important to note is EICC’s enhanced scalability with Microsoft Lync, supporting contact centers with many hundreds of agents and supervisors. In addition, new tools have been added for Lync contact centers, including the Survey module, which directs customers to a survey that measures their satisfaction.

“EICC 8.0 is a compelling solution for managing contact center interactions on the world’s leading telephony platforms,” said President, Enghouse Interactive, Americas Channels, Ernie Wallerstein. “As our first major product release since bringing Zeacom Communications Center under the Enghouse Interactive umbrella, EICC 8.0 delivers on the vision of Communications Center sitting at the heart of a highly complementary portfolio of integrated products and ongoing expansion into new markets.”

EICC now supports nine languages, with the addition of French, Italian, Simplified Chinese, French Canadian, and Brazilian Portuguese to an existing list that includes English, German, Russian, and Latin American Spanish. (continued...)

1  2  Next Page >

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY INTEREST YOU
UCS Invicta: Integrated Flash Why wait for the future? Unlock the potential of your applications and create new business opportunities today with UCS Invicta Series Solid State Systems. Take advantage of the power of flash technology. See how it can help accelerate IT, eliminate data center bottlenecks, and deliver the peak application performance and predictability your users demand. Click here to learn more.
MORE IN PRESS RELEASES
Product Information and Resources for Technology You Can Use To Boost Your Business

NETWORK SECURITY SPOTLIGHT
Using Internet-connected devices without strong passwords is inherently risky, as illustrated by reports that a Russian Web site is showing live footage from thousands of people's webcams.

ENTERPRISE HARDWARE SPOTLIGHT
Doctor Who had K-9, the robot dog that accompanied him on adventures through space. Now, Mountain View has K5, a 5-foot-tall, 300-pound robot security guard patrolling in the Bay Area.

MOBILE TECHNOLOGY SPOTLIGHT
To better its customer service, Comcast is pulling out at least some of the stops. The cable giant has launched an app so you can track the cable guy in real time. It's designed to ease customer frustration.

© Copyright 2014 NewsFactor Network, Inc. All rights reserved. Member of Accuserve Ad Network.