Enghouse Interactive has introduced Communications Center for Microsoft Office 365, available via channel partners, which offers hosted, hybrid and on-premise environments for contact centers.
“Office 365 is synonymous with collaboration and teamwork, so it is naturally aligned with the needs of contact centers,” said Enghouse Interactive president of the Americas, Ernie Wallerstein. “With over 550 contact center deployments on Skype for Business around the world, Enghouse is in a unique position to bring our products, knowledge and expertise to the Office 365 community.”
The new offering is based on Communications Center, a key part of the overall Enghouse Interactive portfolio of solutions. The company’s Microsoft-integrated portfolio also includes Contact Center: Service Provider (CCSP), a public cloud contact center solution offered by service provider partners, along with recording solutions, operator consoles and contact center solutions built for the needs of specific geographies, such as Europe and Asia-Pacific.
Also available is TouchPoint Agent, a lightweight, server-less application that gives call center agents skills-based routing, CRM screen pop, call recording, directory searching for experts, call categorization and control, graphical reporting and real-time dashboards. TouchPoint Agent is integrated to Office 365 directly from the desktop.
In one deployment scenario, the Communications Center solution is available as a fully hosted, managed service contact center, integrated to Office 365. Customers require no on-premise equipment or IT burden, yet have the advantage of complete control over their contact center environment, from configuration to scheduled upgrades. The solution also includes advanced functionality such as omni-channel interaction management, recording and quality management, CRM and data integration, and industry-leading contact center dashboards and reports.
“The managed service approach to contact centers is the best of both worlds,” said Wallerstein. “It gives the contact center an extremely rich set of features and capabilities, without the requirement for IT knowledge and infrastructure. It’s delivered via a private cloud with powerful capability and tight integration to Office 365.”
The managed service offering is hosted in two geographically-redundant software-defined data centers, for business continuity and resilience.
