Enghouse Interactive has introduced version 10.0 of the Enghouse Interactive Communications Center (CC 10.0), the latest iteration of its contact center platform, which boasts new functionality to better support an omni-channel customer experience.
“CC 10.0 delivers a tighter than ever portfolio integration through TouchPoint, allowing for seamless switching between interaction handling, quality management and workforce scheduling,” said Enghouse Interactive vice president of product management, John Cray.
As the linchpin for Enghouse Interactive’s cross-portfolio integration strategy, TouchPoint brings the Enghouse Interactive Communications Portal to the SMS channel for Communications Center. The intelligent handling of SMS campaign responses distinguishes messages that require a human touch, such as the rescheduling of an appointment, and automatically routes to agents. Also of note is the expanded capability of Contacts Search that offers expedited free-text searching, and integration with Active Directory.
Version 10.0, available via sales partners, also has cloud enhancements to provide organizations using Skype for Business the choice of working on-premise or allowing trusted cloud and service provider partners to host the solution with the addition of support for federated agents.
Communication Center now provides enterprise-level presence visibility for NEC SV8500 and SV9500 customers. For Avaya IP Office environments, there is multi-node support allowing for geographical distribution of contact-center operations.
“Updates to Communications Center reflect our commitment to agent empowerment and providing organizations with the choice and control they need to extract maximum value from contact center operations,” added Cray.