Enghouse Interactive has introduced enhancements to its portfolio of contact center and unified communications solutions with version 8.0 of Enghouse Interactive Communications Center (EICC): EICC was previously known as Zeacom Communications Center. EICC 8.0 capitalizes on the Zeacom’s agent interface, TouchPoint, which is now integral to the Enghouse Interactive portfolio.
Version 8.0 adds multi-channel handling to TouchPoint, with features designed to improve customer interactions. For example, the new interface offers enhanced business intelligence and quality management tools with agent activity metrics presented in a graphical format to increase visibility both for managers and agents. TouchPoint’s integration with Microsoft Windows tablets, including the Surface, gives supervisors the ability to coach their teams while retaining access to their contact center management systems. New tools have also been added for Lync contact centers, including the Survey module, which directs customers to a survey that measures their satisfaction.
Ernie Wallerstein, the President for Enghouse Interactive, Americas Channels, commenting an a statement said, “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.”
In other news, Unify (formerly Siemens Enterprise Communications) recently announced that it has accelerated efforts to dramatically increase the business it conducts globally through channel partners. As part of the effort, the company has hired a number of executive with notable channel experience.
In a statement on the strategy, Jon Pritchard, EVP of worldwide channels at Unify commented on the company’s updated business strategy, saying “This is the year that we change the industry view point of Unify and become the first choice for the channel.”
Pritchard continued, “We are not only strengthening our channel, we are completely reworking our strategy, business model and programs to have a channel-first sales approach. The incremental opportunity for Project Ansible is huge for the channel and we will work in partnership with our channel to ensure a rewarding sales model.”
Earlier this year, Unify announced details of Project Ansible, a new software offering designed to extend the company’s portfolio.