Digium Adds New Cloud-Based Business Continuity Option

Enghouse Interactive upgrades its contact center solution with Version 8.1

Digium has introduced a new business continuity service with its latest service offering, Switchvox Rescue. Switchvox Rescue provides customers who use a premise-based Switchvox Unified Communications (UC) system with a business continuity solution to protect against unexpected downtime.

Switchvox Rescue resides in the Digium cloud technology. Switchvox Rescue maintains a recent copy of the customer’s Switchvox configuration at a secure datacenter. If the premises-based Switchvox appliance is unavailable for any reason, Digium can restore the configuration to a Switchvox Cloud system at the data center upon customer notification.

Rescue users are provided with the same features as the premise-based platform with such as call options to play recorded messages, take voicemail, and route important calls to mobile or landline phones.

Commenting in a statement on the new service, Adam Kramer, product manager for the Switchvox product line said, “Digium’s Switchvox platform is unique in that the same core software is shared between the on-site and hosted versions. By adding our SIP Trunking services to the equation, we can offer a temporary, cloud-based recovery option in a way that is both reliable and effortless for our customers.”

The new service is being introduced as part of the most recent Switchvox release, version 5.11, which is available to all Switchvox on-premises phone system customers. Switchvox Rescue is available now through Digium Cloud Services. Normally prices priced at $90 per month, it is available for a limited time at an introductory rate of $45 per month.

In other product news, Enghouse Interactive has upgraded its contact center solution with a new operator console, supervisor visibility, mobility, video integration, and extended Lync functionality.

Version 8.1 of Communications Center includes a new TouchPoint Operator Console that designed to improve contact searches with context sensitive alerting. SMS Interaction Queuing improvements through SMS gateway support the ability for 2-way session management.

For Microsoft Lync users, agents can transition from voice to video or from IM to screen-share, all in the same interaction. Support for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices provides agents working remotely to push queue calls to mobile or home numbers without losing visibility.

In his statement, John Cray, Enghouse Interactive vice president of product management said, “EICC 8.1 delivers on the vision of Communications Center as the principal instrument for support, helpdesk and service teams to resolve customer issues quickly and efficiently, whether by phone, email, SMS, social media chat, IVR, video or self-service web interface.”

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