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Enghouse Interactive Introduces Control Center Client for Utilities
The solution helps utility companies manage their call center environments from one application.
Posted Apr 29, 2015
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Enghouse Interactive, developer of a portfolio of unified communications and contact center solutions, today introduced its new version of Control Center Client (CCC), which is a touchscreen interface for managing calls in a control center environment, designed for the highly regulated utility and power distributor markets.

Though initially designed for utilities, it lends itself to other industries, such as energy suppliers/distributors, water suppliers, hospitals, commodities, or emergency services.

Based on Enghouse Interactive's Contact Center: Enterprise (CCE) solution for midsized to large contact centers that demand high availability, flexibility, and scalability, Enghouse Interactive has built a single control center application to manage emergency services, field service, and customer support personnel.

A newly designed User and Customer Experience (CX), made specifically to meet all the needs and communications requirements of a utility company, lets users optimize desk space by consolidating systems, increase the amount of information seen and managed at the same time, and provides access to recorded conversations.

With CCC, Controllers and emergency personnel can interact with departments outside of the control center, all from a single platform.

This CCC version also offers an Outage Notification System that pulls information from the Command Center based on a trigger that can be automated using voice, email and SMS, alerting subscribers to outages and when normal service has resumed. Also, field technicians can use an IVR to interact with the control center.

"Downtime is not an option, both from a regulatory and a customer point of view," said Enghouse Vice President of Product Management John Cray in a statement. "CCC's high availability is paramount to ensuring rapid response, quick resolutions, and exceptional customer experience. In addition, CCC is pre-built to be flexible and extremely scalable, so the system can grow alongside the company."

CCC is PBX agnostic, integrating seamlessly with most telephony infrastructure.


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