Enghouse Revamps Call Management Solution



Enghouse Interactive is unveiling a new version of Control Center Client (CCC), a touchscreen interface for managing calls in a control center environment.

Although initially designed for utilities companies, CCC lends itself to adapt to any size of environment that requires the needs of a control center, such as, energy suppliers/distributors; water suppliers; hospitals; commodities; and emergency services.

The solution is aimed at mid-to-large sized contact centers that demand high availability, flexibility and scalability. Enghouse has built a single control center application from which control centers are able to manage emergency services, field service and customer support personnel.

A newly designed user and customer experience made specifically to meet all the needs and communications requirements of a utility company, features the ability to optimize desk space by consolidating systems, increase the amount of information seen and managed at the same time, and provides convenient access to recorded conversations.

The recording feature is especially important to utility companies when addressing issues where a conversation with a technician needs to be revisited. Providing easy access to recorded conversations ensures every detail is accurately recalled with minimal effort, as one mistake could mean the difference in the health and safety of their employees and the community.

“Downtime is not an option, both from a regulatory and a customer point of view,” said Enghouse vice president of product management, John Cray, in a statement. “CCC’s high availability is paramount to ensuring rapid response, quick resolutions and exceptional customer experience. In addition, CCC is pre-built to be flexible and extremely scalable, so the system can grow alongside the company.

In addition, unlike other offerings, CCC is PBX agnostic, integrating seamlessly with most telephony infrastructure. It enables the highest possible availability and carrier-grade stability and redundancy, which mitigate the risks of downtime.