Enghouse Interactive, a developer of unified communications and contact center solutions, has introduced PRC 3 to version 9 of its Contact Center: Enterprise (CCE), a highly scalable, flexible omnichannel offering suited for on-premise, hybrid and cloud environments.
Enterprise 9 now offers full blended (inbound and outbound), predictive and power dialing, which is essential to achieving optimal agent productivity by maintaining 100 percent utilization and saving resources. An automated agent and group dialer pacing combined with dynamic phone line sharing ensures agents and contacts stop waiting and start talking. By pooling both agent queues and phone lines, the dialer treats inbound calls as the top priority--promptly connecting them to the best-suited agent available---while generating outbound calls at just the right rate/pace to fill in the gaps. No more set number of lines tied to each agent and no more manual adjustments to the dialer pacing throughout the day.
Also new to CCE is the Customer Timeline, a feature within the Interaction Vault (iVault) application that gives users insight into historical information related to their current interaction. With Customer Timeline, agents can see current and historical interactions in a timeline view on the contact record, with clear identification of the agent that handled each interaction. They are also able to easily reserve any queued interaction, providing customers with a seamless continuation of their contact, and saving time by combining work. Agents may now quickly and easily view past and current interactions regardless of channel or number of agents involved with the customer.
Another feature, Interactive Communications (iC) messaging, is an efficient way to deliver your message to a large number of contacts by phone during the day, after hours, and on weekends with little to no agent involvement. The iC system features a variety of professionally pre-recorded dialogues as well as the ability to create user-recorded dialogues. Professionally recorded messages for IVR messaging, outage or problem notifications, appointment reminders, payment over-the-phone, etc., offer a new level of self-service interactive communications.
"We understand that communications not only represent what's happening at the present time, but also must include a customer's interaction history to provide context for future action,” said Enghouse Interactive vice president of product management, John Cray, in a statement. “Providing customers helpful outbound communications with dynamic line sharing and automated agent and group pacing saves time and money. Additionally, iVault and our Customer Timeline feature gives agents the 'cradle-to-grave' data display and voice transcripts they need to provide the most thorough customer experience possible."