Enghouse Interactive today introduced version 10.0 of Enghouse Interactive Communications Center (CC 10.0), the latest iteration of its contact center platform, with new functionality and integration enhancements for agents to deliver omnichannel customer experiences.
"CC 10.0 delivers a tighter-than-ever portfolio integration through TouchPoint, allowing for seamless switching between interaction handling, quality management, and workforce scheduling,” said John Cray, Enghouse Interactive's vice president of product management, in a statement.
As the linchpin for Enghouse Interactive’s cross-portfolio integration strategy, TouchPoint brings Enghouse Interactive Communications Portal to the SMS channel for Communications Center. The intelligent handling of SMS campaign responses distinguishes messages that require a human touch, such as the rescheduling of an appointment, and automatically routes to agents. Also of note is the expanded capability of Contacts Search that offers more powerful, expedited free-text searching, and integration with Active Directory.
Version 10.0's cloud enhancements let Microsoft Skype for Business users choose between working on premises or in the cloud. It also adds support for Microsoft Office 365 Federated Agents.
Communication Center now also provides presence visibility for NEC SV8500 and SV9500 customers. For Avaya IP Office environments, there is multinode support, allowing for geographical distribution of contact center operations.
"Updates to Communications Center reflect our commitment to agent empowerment and providing organizations with the choice and control they need to extract maximum value from contact center operations," Cray added.