Written by Jeff Owen | Nov 4, 2015 5:00:00 AM
CP 10, EICC 2016, CCSP 7.2, CCE 9, and QMS 2016 Streamline Customer Journey and Maximize the Value of Every Business Interaction
Phoenix, AZ (November 4, 2015) –
Enghouse Interactive, developer of a comprehensive portfolio of contact center software solutions, today unveiled the 2016 iteration of its omni-channel, unified communications (UC) and PBX agnostic portfolio. This release includes: Communications Portal 10 (CP) – a robust self-service platform that can stand alone or integrate seamlessly into CCE, CCSP and EICC, providing call scripting and mobile and web visual IVR menus; and Communications Center 2016 (EICC) – providing contact centers an intuitive omni-channel experience with deep integration into the latest UC platforms; Contact Center: Service Provider 7.2 (CCSP) – a multi-tenant cloud contact center solution designed specifically for service providers, carriers and operators; Contact Center: Enterprise 9 (CCE) – enabling customer journey focused interactions in complex high-reliability enterprise scenarios; Quality Management Suite 2016 (QMS) – a quality management tool that can stand alone or integrate into CCE, CCSP or EICC providing best-in-class recording, evaluation and analytics to optimize contact center operations. Today’s contact center marketplace demands low total cost of ownership (TCO), omni-channel capabilities that support a quality customer journey, and alignment with major UC platforms and PBX networks with support for desktop, mobile and other endpoints. “These latest updates to our software and services deliver a best-in-class customer journey with an exceptionally low TCO,” said John Cray, Vice President, Product Management, Enghouse Interactive. “As we continue integrating our portfolio into a unified suite, our overarching objective is to provide the tools for organizations to maximize the value of the customer’s entire interaction with a business, across every communications channel.” Enghouse Interactive’s portfolio helps organizations increase the value and quality of communications while simultaneously lowering costs. A key element to achieving this goal is self-service, which enables customers to obtain information or perform actions without the need for a live agent. Communications Portal’s new release, CP 10, delivers self-service options to the mobile customer by providing a mobile or web visual interactive voice response (IVR) menu designed for a company’s specific needs. The product allows reuse of existing IVR components to minimize cost and tightly integrates to Enghouse contact center technologies for interaction queuing and reporting in the event a mobile call, callback or chat is required. These capabilities improve the mobile customer’s experience when applied to payment gateways, appointment reminders, mobile workforce scheduling, and virtually any other customer service operation. “Mobile device usage is growing rapidly, and consumers have an expectation for self-service offerings wherever they are.” added John Cray, “But when you need live assistance, that same device must be one click away from intelligent queuing and routing of standards-based web calls, video, collaboration, and mobile enablement through apps or mobile websites.” An easy-to-deploy contact center solution, Communications Center 2016 (EICC) delivers quality-driven customer interactions for a wide range of UC and PBX environments, including the latest versions of Cisco, NEC, Avaya, and Skype for Business. EICC 2016 enhances the customer’s omni-channel experience with the ability to seamlessly shift from one type of communication channel to another, such as moving from IM to voice, video or collaboration. With significant new capabilities in its user interface,
TouchPoint, this release also emphasizes the quality of interactions with embedded agent quality evaluation scores and recordings, team and individual goal setting, and highly graphical views of key performance metrics within the contact center. Contact Center: Service Provider (CCSP) version 7.2 adds the
TouchPoint admin module, allowing service providers and tenant administrators to easily customize their clients per tenant or within the tenant per group. New application widgets and specific integrations can be established, enabling service providers to deliver specific offerings for each customer while still maintaining the low TCO of running a multi-tenant platform. CCSP 7.2 also adds a Skype for Business connector, which provides status synchronization and the ability of the agent to see all Skype for Business contacts with their presence information directly in
TouchPoint dialing lists. This functionality empowers agents to call or transfer calls to Skype for Business contacts, facilitating greater collaboration between front and back office. Contact Center: Enterprise (CCE 2016), a contact center solution built for larger, high-reliability customer service environments, provides advanced customer journey experiences for the enterprise. Its omni-channel enhancements assist the agent with multi-language spell checking in email, webchat conferencing and hierarchical wrap-up codes with scheduled follow-ups. The product’s integrated outbound capabilities also continue to evolve, with blended agent predictive dialing and automated proactive notifications through email or SMS text. Quality Management Suite (QMS) is Enghouse’s recording, evaluation and quality analytics solution. The QMS 2016 release allows contact center managers to perform searches and reports based on any contact center data, including wrap-ups and customer-specific information, to measure and drive SLA performance and optimize the customer journey in quality-focused service environments. QMS 2016’s framework introduces new options for redundancy across servers and networks, and supports new endpoints for recording and screen capture, including Cisco Jabber and VDI-enabled desktops leveraging Citrix or Terminal Services. The latest release of Enghouse Interactive’s portfolio continues to increase the quality of customer interactions by enabling omni-channel service while lowering the total cost of ownership. From self-service to interactions between customers and agents, over 10,000 customers and 1,000,000+ agents worldwide provide their customers an outstanding customer journey with Enghouse Interactive solutions. More at
www.EnghouseInteractive.com
