Phoenix, July 31, 2014 -- Enghouse Interactive (@EnghouseInterac) today announced that TMC, a global, integrated media company, has awarded Contact Center: Enterprise a 2014 Communications Solutions Product of the Year Award.
Version 9.0 of its flagship Contact Center: Enterprise (CCE) is a highly scalable multi-channel contact center solution for medium and large size enterprises that can be deployed on premise or in private and hybrid cloud configurations. CCE 9.0, the most recent iteration of this powerful resource, offers agents a new application with which to interact directly with customers, a lightweight user interface mode for lower compute- resource footprint, as well as myriad enhancements to existing features and functionality.
“We are honored by this recognition which reflects Enghouse Interactive’s commitment to provide software and services that deliver great customer communications,” said John Cray, Vice President of Product Management, Enghouse Interactive. “CCE 9.0 is a fine representation of how our solutions embrace the multi-channel nature of consumers’ communication preferences, as it empowers organizations with the means to ensure that when a customer connects with its service, helpdesk or sales team, their needs are resolved quickly and efficiently, whether by phone, email, SMS, social media chat, IVR, or self-service web interface.”
“Congratulations to Enghouse Interactive for receiving a 2014 Communications Solutions Product of the Year Award,” said Rich Tehrani, CEO, TMC. “CCE -- dating back to its days as Syntellect CIM -- has demonstrated true innovation and is amongst the best solutions that facilitate voice, data and video communications brought to market in the past twelve months. I expect nothing less than continued excellence from Enghouse Interactive in 2014 and beyond.”
Among enhancements and capabilities CCE 9.0:
• iAgent: Enhanced in CCE 9.0, it is the next generation fault-tolerant, multi-channel unified agent workspace that runs inside the browser. It provides important customer details and interaction data at the agent’s fingertips, resulting in improved agent efficiency and reduced issue resolution time. It is ideal for deployment in a multitude of environments, which can range anywhere from mobile tablets (Windows 8 and newer) to multi-screen desktop environments.
• AppBar: Introduced for the first time in CCE 9.0 and built using the iAgent platform, AppBar enables new ways to optimize agent desktop and business processes. Its limited desktop footprint leaves room on the desktop for other business applications.
• extendAgent: Also introduced for the first time in CCE 9.0, extendAgent broadens the multi-channel interaction handling capabilities beyond the formal contact center. It provides a minimal footprint interface that allows back office (HR, ERP) knowledge workers to receive, make and track interactions they have with customers. (continued...)