Enghouse Interactive, developer of a comprehensive portfolio of contact center and unified communications solutions, today introduced version 8.0 of Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center.
Enghouse last updated the Zeacom Communications Center in the fall with version 7.0.
EICC 8.0 capitalizes on the success of Zeacom's minimalist agent interface, TouchPoint, which is now at the center of Enghouse Interactive's broad product portfolio. A single-click within TouchPoint provides access to a suite of complementary Enghouse applications.
For example, Enghouse Interactive's Knowledge Management System (KMS) can automatically present agents with FAQs or other valuable information relating to a customer's previous purchases or requests from a Website at the same time EICC delivers the customer's interaction. In addition, EICC can also display a specially matched script to guide the agent in her conversation.
EICC Version 8.0 adds multichannel handling to TouchPoint. 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.
EICC 8.0 also offers enhanced scalability with Microsoft Lync, supporting contact centers with many hundreds of agents and supervisors. In addition, new tools have been added for Lync contact centers, including the Survey module, which directs 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 Ernie Wallerstein, president of Enghouse Interactive's Americas Channels, in a statement. "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."
EICC now supports nine languages, with the addition of European and Canadian French, Italian, Simplified Chinese, and Brazilian Portuguese to an existing list that includes English, German, Russian, and Latin American Spanish.
"By continuing to invest in additional languages, we give our partners and customers the ability to extend EICC into new markets and cater to the needs of multinational organizations," Wallerstein added.