Communications Upgrade Released

Enghouse Interactive Communications Center version 8.1 has been released.

This latest version enables organisations to deliver an improved omni-channel customer experience.

Version 8.1 includes a new TouchPoint Operator Console that delivers increased efficiency and enterprise contact search with context-sensitive alerting. Supervisor and monitoring views have also 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 IM to screen-share, all in the same interaction, while IM queuing allows Lync users to leverage the chat functionality of EICC directly with the Lync Enterprise user.

In addition, support for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices empowers roaming agents to push queue calls to mobile or home numbers without losing visibility.

A revitalised user interface allows for easy set-up and integration. Improved SMS Interaction Queuing is enabled through SMS gateway support with the ability for 2-way session management. The Communications Centre is also able to integrate video into the customer interaction.

“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,” said John Cray, Vice President of Product Management at Enghouse Interactive.

For more information about Enghouse Interactive, visit their website.