February 17, 2014 -- Erin Romeo of Enghouse Interactive will deliver a presentation on customer experience best practices at the Microsoft Lync conference today in Las Vegas. The presentation, titled "Using Lync for Exceptional Customer Communications" will take place Monday, February 17, 2014 at 6:55 PM in the Partner Theatre (EXPO HALL), at the Aria Resort and Casino in Las Vegas, Nevada.
Also, Enghouse Interactive and Zeacom executives will demo the power and extensive functionality of their myriad solutions from their Lync Conference booth #614, including a multi-channel contact center, IVR, call/screen recording and evaluation system, and knowledge management portal.
Specific products to be represented:
Enghouse Interactive Communications Center (EICC): EICC, also know as Zeacom Communications Center (ZCC 7.0), is a multi-channel application for agents to manage contact center communications using the full capabilities of Lync 2013. TouchPoint, the redesigned user interface, empowers agents to deliver high-value interactions with a choice of voice, email, and Internet communications that maximize customer satisfaction and leverage the power of Lync 2013. With its lightweight, intuitive, and context-sensitive interface, TouchPoint leverages the entire collaborative strength of Lync combined with tools for agent knowledge and control.
Knowledge Management: Enghouse Interactive provides a customer portal for web self-service and an agent portal to enable rapid answers to customer questions and service requests.
Quality Management Suite (QMS): QMS is an integrated quality management and contact center optimization suite that enables recording and evaluation of any Lync-based communication, voice or on-screen, to facilitate coaching and continuous improvement of customer interactions.
Analytics and Management Tools: This collection of resources includes a new Microsoft Surface tablet-based interface for supervisors to view and control contact center operations in real-time, from any location.
About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company's international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, and Zeacom. Learn more at EnghouseInteractive.com.