Enghouse Updates Contact Center: Enterprise (CCE)
Enghouse Interactive, a developer of unified communications (UC) and contact center solutions, this week introduced PRC 3 to version 9 of itsContact Center: Enterprise (CCE).
Contact Center: Enterprise 9 now offers full blended (inbound and outbound), predictive and power dialing and automated agent and group dialer pacing combined with dynamic phone line sharing. By pooling both agent queues and phone lines, the dialer treats inbound calls as the top priority, promptly connecting them to the best-suited agent available, while generating outbound calls at just the right rate/pace to fill in the gaps.
CCE:9 also includes Interactive Communications (iC) messaging, a way to deliver messages to a large number of contacts by phone during the day, after hours, and on weekends, with little to no agent involvement. The iC system features a variety of professionally pre-recorded dialogues as well as the ability to create user-recorded dialogues and recorded messages for IVR messaging, outage or problem notifications, appointment reminders, payment over-the-phone, etc.
Also new to CCE: 9 is the Customer Timeline, a feature within the Interaction Vault (iVault) application that gives users insight into historical information related to their current interactions. With Customer Timeline, agents can see current and historical interactions in a timeline view on the contact record, with clear identification of the agent that handled each interaction. They can also reserve any queued interaction and view past and current interactions, regardless of channel or number of agents involved with the customer.
"This latest update of CCE emphasizes agent empowerment and provides the functionality needed to maximize performance and deliver the best possible customer experience," said John Cray, Enghouse Interactive's vice president of product management, in a statement. "We understand that communications not only represent what's happening at the present time, but also must include a customer's interaction history to provide context for future action. Providing customers helpful outbound communications with dynamic line sharing and automated agent and group pacing saves time and money. Additionally, iVault and our Customer Timeline feature gives agents the cradle-to-grave data display and voice transcripts they need to provide the most thorough customer experience possible."