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Enghouse Interactive Intros Communications Center 8.0
Enghouse Interactive Intros Communications Center 8.0
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PUBLISHED:
APRIL
29
2014


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...)

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