Enghouse Interactive, developer of contact center and unified communications solutions, has introduced version 8.0 of Enghouse Interactive Communications Center (EICC), available via the company’s channel partners.
Previously known as te Zeacom Communications Center, EICC 8.0 capitalizes on Zeacom’s minimalist agent interface, TouchPoint, which is now at the center of Enghouse Interactive’s broad product portfolio. TouchPoint provides access to a suite of complementary Enghouse applications designed to boost agent performance in the contact center. For example, Enghouse Interactive’s Knowledge Management System (KMS) can automatically present agents with FAQs or other valuable information relating to a customer’s previous purchases or requests from a Web site, at the same time EICC delivers the customer’s interaction. In addition, EICC can also display a specially matched script to guide the agent in their conversation.
While EICC already supported the blending of all forms of customer communication in a unified queuing interface, version 8.0 adds multi-channel handling to TouchPoint, increasing and modernizing the toolkit for customer interactions.
The new interface also delivers enhanced business intelligence and quality management tools. Agent activity metrics are presented in a graphical format, providing at-a-glance visibility to managers and agents. Integration with Enghouse Interactive’s Quality Management Suite (QMS) supports call and desktop recording, along with simple to use evaluation and coaching tools.
Also, TouchPoint’s integration with Microsoft Windows tablets, including the Surface, gives supervisors the ability to coach their teams on the floor while retaining full access to their contact center management systems. Equipped with a tablet, managers can view individual agent availability and queue status, monitor interactions with customers, intervene to assist agents with difficult calls, and act as an agent ‘on the fly’ to take high priority calls in peak volume conditions.
“EICC 8.0 is a compelling solution for managing contact center interactions on the world’s leading telephony platforms,” said president of Enghouse Interactive’s Americas channels, Ernie Wallerstein. “As our first major product release since bringing Zeacom Communications Center under the Enghouse Interactive umbrella, EICC 8.0 delivers on the vision of Communications Center sitting at the heart of a highly complementary portfolio of integrated products and ongoing expansion into new markets.”
