EICC 8.0 Harnesses the Power of Zeacom And Enghouse
EICC 8.0 Harnesses the Power of Zeacom And Enghouse Interactive Portfolios
Auckland, New Zealand, 30 April 2014 - Zeacom, a leading developer of multi-channel contact centre and business process automation solutions, today announced version 8.0 of Enghouse Interactive Communications Center (EICC), previously called Zeacom Communications Center.
EICC 8.0 capitalises on the success of Zeacom's minimalist agent interface, TouchPoint, which is developed in Auckland and now sits at the center of Enghouse Interactive's broad product portfolio. A single-click within TouchPoint provides access to a suite of complementary Enghouse applications designed to help agents grow in confidence and performance.
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 their conversation.
EICC has long-supported the blending of all forms of customer communication in a unified queuing interface. Version 8.0 adds multi-channel handling to TouchPoint, increasing and modernising the toolkit for customer interactions.
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 simple to use evaluation and coaching tools.
TouchPoint's integration with Microsoft Windows tablets, including the Surface, gives supervisors the ability to coach their teams on the floor while retaining full access to their contact centre management systems. Equipped with a tablet, managers can view individual agent availability and queue status, monitor interactions with customers, intervene to assist agents with difficult calls, and act as an agent 'on the fly' to take high priority calls in peak volume conditions.
Important to note is EICC's 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 and multi-channel TouchPoint help contact centres manage interactions more efficiently, while offering an improved experience for customers and agents, on the world's leading telephony platforms," said David Gortner, Director of Software Development at Zeacom Limited. "TouchPoint remains at the core of EICC 8.0 which is now distributed to new international markets, highlighting the contribution of our R&D team as a centre of excellence within Enghouse Interactive."
EICC now supports nine languages, with the addition of French, Italian, Simplified Chinese, French Canadian, and Brazilian Portuguese to an existing list that includes English, German, Russian, and Latin American Spanish.
"Our ongoing investment in new languages has resulted in significantly stronger interest throughout the Americas and Europe," added David Gortner.
Zeacom, an Enghouse Interactive company, is a leader in communications solutions delivering Multi-Channel Contact Center, Business Process Automation and Unified Communications functionality that brings customers closer. Established in 1994, every day more than 4,000 sites rely on Zeacom's enterprise-quality solutions to improve the customer experience, increase productivity and understand their communications workflows.
Zeacom is a member of the Microsoft Partner Network with Gold competencies in Application Development, Application Integration and Communications. With offices in North America, Northern Europe and Asia Pacific, Zeacom has partnered with NEC for 18 years, is a Cisco Premier Partner and a registered member of the Avaya DevConnect program. For more information go to http://www.zeacom.com.
About Enghouse Interactive
Enghouse Interactive is a global leader in providing solutions that deliver differentiated customer experience and maximize the value of every customer interaction. Enghouse Interactive's comprehensive portfolio of interaction management solutions span multi-channel call centers, Computer Telephony Integration (CTI), self-service Interactive Voice Response (IVR), knowledge management, operator consoles, call recording and quality monitoring, media voice services, and outbound dialers. These solutions support any telephony environment and flexible deployment options, on premise or in the cloud. With Enghouse Interactive solutions, your customers can reach you anytime, anywhere, and anyhow.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is consistently profitable, and has grown both organically and through strategic acquisitions.