Revamped Enghouse Contact Center Solution Extends Lync Functionality



Enghouse Interactive, a unified communications and contact center solutions provider, has released version 8.1 of Enghouse Interactive Communications Center (EICC). The latest iteration boasts myriad new functionality that enables organizations to deliver a seamless omnichannel customer experience.

Version 8.1 of Communications Center boasts a new TouchPoint operator console that delivers increased efficiency and enterprise contact search with context sensitive alerting. In addition, TouchPoint’s supervisor and monitoring views have been refined to further assist with agent productivity and quality.

For Microsoft Lync users, EICC 8.1 now supports media escalation so that agents can transition from voice to video, or from instant messaging to screen-share, all in the same interaction. Instant messaging queuing allows Lync users to leverage the rich chat functionality of EICC directly with the Lync Enterprise user. Additionally, support for Lync Mobile Client and Cisco Jabber Extend and Connect on mobile devices empowers roaming agents to push queue calls to mobile or home numbers without losing visibility.

A revitalized user interface allows for easy setup and integration, and improved SMS interaction queuing is enabled through SMS gateway support with the ability for two-way session management. The Communications Center is also able to integrate video into the customer interaction.

“EICC is a feature-rich contact center solution that provides the tools and information needed to achieve first contact resolution through improved response times, cost efficiencies, quality controls, and proactive performance management,” said John Cray, vice president of product management, Enghouse, in a statement. “EICC 8.1 delivers on the vision of communications center as the principal instrument for support, helpdesk and service teams to resolve customer issues quickly and efficiently, whether by phone, email, SMS, social media chat, IVR, video or self-service Web interface.”