A positive, across the channel communication can dramatically improve customer engagement and customer satisfaction. As such, in a competitive business environment, multi-channel customer experience can be a firm’s ticket to success. The contact center and UC solution vendor Enghouse Interactive (News - Alert) has always advocated the blending of all forms of customer communication in a unified queuing interface. The company’s latest product release reflects this zeal for unifying customer interactions.
Enghouse Interactive has just released version 8.0 of Enghouse Interactive Communications Center (EICC), which leverages a minimalist agent interface, called TouchPoint. All it takes a single-click within TouchPoint for the agents to gain access to a suite of complementary Enghouse applications.
As an example, TouchPoint can instantly connect an EICC-user to Enghouse Interactive’s Knowledge Management System (KMS). This application is designed to provide an agent with FAQs and other valuable information relating to a customer’s previous purchases or requests from a website. This enables the agent to simultaneously interact with the customer and access the customer history for reference. All the while EICC continues to display a specially matched script to guide the agent in their conversation.
All these immensely help to improve agents’ performance. By enabling multi-channel handling of customer interaction, EICC version 8.0 brings TouchPoint at the center of Enghouse Interactive’s broad product portfolio.
In its enhanced version, EICC can help you garner a good dose of business intelligence as well. Then, it can aid in quality management of a contact center. The interface offers agent activity metrics in a graphical format, providing at-a-glance visibility to managers and agents. On top of this, EICC’s integration with Enghouse Interactive’s Quality Management Suite (QMS) supports call and desktop recording, along with simple-to-use evaluation and coaching tools.
TouchPoint’s integration with Microsoft (News - Alert) Windows tablets makes it easy for the managers to keep a tab on the agents, while retaining full access to their contact center management systems. A tablet-equipped manager is thus able to 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’s enhanced scalability with Microsoft Lync makes it suitable for use in the contact centers with many hundreds of agents and supervisors. The new release also has a survey module that can direct customers to a survey that measures their satisfaction.
“EICC 8.0 is a compelling solution for managing contact center interactions on the world’s leading telephony platforms,” said president of Enghouse Interactive, Ernie Wallerstein (News - Alert). “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.”In its latest version, EICC supports nine more languages, including French, Italian, Simplified Chinese, French Canadian, and Brazilian Portuguese to an existing list that includes English, German, Russian, and Latin American Spanish. This vast language support will enable the organization to expand its reach in new markets and find new clients in multinational organizations.
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