Enghouse Interactive has released version 6.1.1 of its Contact Center: Service Provider solution (formerly CosmoCall Universe), designed to provide operational efficiency and productivity improvements for contact centers.
Compatible with Windows 8 and Internet Explorer 10, version 6.1.1 has several enhancements. The feature pack incorporates a 'keep connection open' capability, enabling the platform to be used as an overlay to existing telephony infrastructure by keeping a line open to any voice device while an agent is logged in. This gives service providers enhanced flexibility in rolling out the platform to customers, makes it easier for agents to handle calls and potentially reduces total cost of ownership, the company said.
Additionally, the release features a new open interface that customers can use to integrate applications with administration and management operations. This allows customers to build their own portal tools and integrate into existing systems that provide information about agents, helping to further drive operational efficiency and reduce administration and learning time for users.
Version 6.1.1 also incorporates a new 'desk update' capability which enhances operational control of the platform by automating software updates to features and functionality, making the process of incorporating software updates faster and more efficient.