Enghouse, GENBAND Integrate on Contact Center

Enghouse Interactive has announced integration and interoperability between Enghouse Interactive Contact Center: Enterprise (CCE) version 9 and the GENBAND Application Server (AS) version 11.2.

CCE is available immediately through channel partners to provide omni-channel interaction management to enterprise customers worldwide.

“We are excited to be able to offer GENBAND customers a compelling new choice for contact center, one that has been fully vetted in our labs,” said Carl Baptiste, senior vice president of unified communications solutions at GENBAND.  “We believe Enghouse Interactive shares our vision for fully leveraging industry standards to deliver best-of-breed solutions.  Providing customers choices is a critical part of enabling greater value.”

The combined solution can be deployed on premises, in the cloud or as a hybrid deployment.  GENBAND’s AS can provide voice, video, instant messaging, presence, mobility, conferencing and collaboration to tens of thousands of users across multiple sites.  Users can access services from mobile and tablet devices, WebRTC-based web clients, PCs, Macs, IP phones, ATAs and more.

“Today’s consumers expect prompt, attentive customer care by phone, email, chat, video and SMS, driving organizations to adopt omni-channel contact center functionality,” said Ernie Wallerstein, president, Americas, Enghouse Interactive. “In addition, engagement tools must be as easy to manage as they are powerful, providing business leaders with visibility and insight into each stop along the customer journey.”

A data-driven, omni-channel routing engine delivers customer interactions to a unified queue, while the “Customer Timeline” provides agents comprehensive access to the entire customer interaction lifecycle—past, present and future—across all communications channels, increasing agent productivity and effectiveness as well as improving overall contact center performance.

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