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Thursday, August 17, 2017

Communications Center Version 10.0 has Arrived!


Communications Center Version 10.0 has Arrived!

Enghouse Interactive is proud to introduce Communications Center version 10! Always evolving and well connected, our Touchpoint software provides the tools for contact center supervisors and employees to have added control and a choice.  Our popular supervisor and agent tool, TouchPoint, with its clean, simple user interface have been extended to further support the Enghouse Interactive portfolio. This enables agents to easily switch from interaction handling and SMS handling through to quality management tasks. As the TouchPoint ‘look and feel’ is adopted across our portfolio, the user experience becomes more consistent and improves efficiencies. Supervisors using our workforce scheduling solution can also benefit from the familiar TouchPoint design. Our goal is to improve the lives of contact center employees so we’ve designed version 10 to do exactly that. Key new enhancements include:

  • Technology that works with SMS messaging, allows agents to receive queries that have been automatically detected as ‘queries’ or ‘negative responses’ such as ‘can I change my appointment time?’ or simply answering no to an outbound campaign that requires a positive response. By re-routing these SMS messages to agents, for that ‘human touch’, customers are better serviced and agents only need to become involved when necessary.
  • For Enghouse Interactive NEC OAI users, we are pleased to offer enterprise level presence visibility to widen the productivity view of staff than ever before.
  • For our Avaya IP Office customers, multi-node support opens up geographical distribution of contact center operations.

Our cloud story gives an organization choice around whether to work a CAPEX model with on premise hardware or alternatively move to an OPEX model, allowing trusted partners to host the solution so as to remove the headache of IT issues and repairs and in turn letting staff focus on what they do best, taking care of customers.

For more information about Communications Center version 10, contact Enghouse Voxtron HERE

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