Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


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.

-Ends-

About Zeacom

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.

Ends

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Royal Society: Review Finds Community Water Fluoridation Safe And Effective

A review of the scientific evidence for and against the efficacy and safety of fluoridation of public water supplies has found that the levels of fluoridation used in New Zealand create no health risks and provide protection against tooth decay. More>>

ALSO:

Scoop Business: Croxley Calls Time On NZ Production In Face Of Cheap Imports

Croxley Stationery, whose stationery brands include Olympic, Warwick and Collins, plans to cease manufacturing in New Zealand because it has struggled to compete with lower-cost imports in a market where the printed word is giving way to electronic communications. More>>

ALSO:

Prefu Roundup: Forecasts Revised, Surplus Intact

The National government heads into the election with its Budget surplus target broadly intact, delivering a set of economic and fiscal forecasts marginally revised from May to reflect weaker commodity prices and a lower tax take. More>>

ALSO:

Convention Centre: Major New SkyCity Hotel And Laneway For Auckland

Today SKYCITY Entertainment Group Limited revealed plans to build a new hotel and pedestrian laneway of bars, restaurants and boutique shopping on land it owns in the Nelson and Hobson Streets block, expanding the SKYCITY Entertainment Precinct. More>>

ALSO:

Igniting The Spark: Bringing The Digital Enabler To Life

Changing a name is, relatively speaking, the easy part of a re-invention. Changing a culture, getting all the ducks in a row, turning yourself inside-out to become customer-inspired is a much bigger challenge. More>>

ALSO:

Ebola And NZ: Targeted Screening At Airport But Risk Low

The risk of any cases of Ebola in New Zealand remains very low, but health and border authorities are well prepared... anyone arriving in New Zealand who in the last three weeks has visited countries affected will be screened for symptoms of the disease. More>>

ALSO:

Scoop Business: Brewer Seeking Crowd-Funding Cancels Shareholders’ Dividends

Shareholders in Renaissance Brewing company, the first business to seek equity through crowd-funding in New Zealand, have cancelled their claim on $147,000 of accumulated earnings “to make Renaissance a more attractive investment opportunity.” More>>

ALSO:

Get More From Scoop

 
 
Computer Power Plus

Standards New Zealand

Standards New Zealand
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news