Enghouse Adds Skype for Business to Contact Center Portfolio



Enghouse Interactive, a provider of contact center and unified communications (UC) solutions, announced that Enghouse Interactive Communications Center (EICC) now supports Skype for Business (SFB) 2015, providing a full omnichannel contact center experience.

EICC and SFB can be operated in any combination of on-premise or hosted configurations. Enghouse Interactive's contact center software continues to fully leverage native integration to Skype for Business, utilizing Microsoft-endorsed APIs and trusted conferences. End-users can take advantage of EICC interaction control, monitoring and management with their choice of SFB configurations and deployment options.

EICC is among the earliest pioneers to embrace Microsoft's native APIs for communications media control, enabling a seamless integration of its applications, such as rich agent desktop and skills-based routing, into the SFB environment. With the merging of Lync and Skype technologies in the SFB framework, EICC can intelligently manage any interaction from any location, whether it originated from a Skype consumer, a Skype for Business enterprise user, or a federated endpoint.

Enghouse Interactive's portfolio of contact center and customer interaction solutions feature UC queuing, integrated presence, and present a fully UC-integrated contact center offering. Enghouse Interactive Communications Center (EICC), which is native to the SFB environment, empowers agents with screen-pops and the ability to dial from Microsoft Dynamics CRM, right out of the box.

EICC also operates with Microsoft Office 365, allowing cloud-provided interactions, such as email, to be queued and managed by the EICC system.

"Skype for Business will usher in a new era of unified communications," said Enghouse Interactive vice president, product management, John Cray, in a statement. "Enghouse Interactive, a member of the Microsoft Partner Network for more than a decade, continues to work diligently in providing its clients with the resources and expertise to take full advantage of Microsoft's next-generation technology, and to deliver a truly omnichannel customer experience."

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Posted January 15, 2016