Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Press Releases
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Enghouse Interactive Intros Communications Center 8.0
Enghouse Interactive Intros Communications Center 8.0

 
April 29, 2014 6:58AM
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:





 Press Releases
1.   Zendesk Expansion Delivers Jobs
2.   Dragon NaturallySpeaking 13 Debuts
3.   Web Platform Ezoic Launches
4.   Philips: We're Onto the Next Big Thing
5.   The Major BYOD Security Concerns


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 

Mobile Technology Spotlight
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Is the Amazon Fire Phone a Winner?
A late entry into a packed category of smartphones, Amazon's Fire phone offers a variety of unique features. Now, the reviewers are assessing if they're enough to make the phone stand out.
 
Review: Amazon Fire Offers New Ways To Use Phones
The Fire phone uses Android, but Amazon has modified it to the point that it's barely recognizable. That means the phone offers new ways to navigate, discover and, of course, shop.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.