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Enghouse Unveils EICC Update

By Craig Galbraith
April 29, 2014 - News

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Contact-center and UC solutions provider Enghouse Interactive has released the latest version of its Communications Center (EICC), previously known as Zeacom Communications Center.

Enghouse says EICC version 8.0 capitalizes on the success of Zeacom’s minimalist agent interface, TouchPoint, which is now at the center of Enghouse Interactive’s product portfolio. A single click within TouchPoint provides access to a suite of complementary Enghouse applications designed to help agents grow in confidence and performance.

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 evaluation and coaching tools.

TouchPoint’s integration with Microsoft Windows tablets gives supervisors the ability to coach their teams on the floor while retaining full access to their contact-center management systems.

Also of note is EICC’s enhanced scalability with Microsoft Lync, supporting contact centers with many hundreds of agents and supervisors.

Markham, Ontario-based Enghouse, which sells through channel partners, bought Zeacom of New Zealand in 2012.

“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," said Ernie Wallerstein, president, Enghouse Interactive, Americas Channels.

Follow senior online managing editor @Craig_Galbraith on Twitter.

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