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Release date: Tuesday 24th Apr 2012

Enghouse Interactive Announces Pure IP Operator Console Option for Avaya CS1000

Phoenix, AZ

Intuition Acclaim 5.2 Brings Direct IP Connectivity and Enhanced Attendant Features to Popular PBX

Enghouse Interactive’s Intuition Acclaim IP Attendant enables users of Avaya CS1000 version 7 and higher to eliminate the need for digital line cards as well as M2250 (CIU) phones on attendant desktops, allowing enterprises to have greater flexibility in where and how they deploy operator/attendant consoles. The inherent location and hardware independence enables attendants to be placed anywhere in the network and moved as needed. As a result, organizations can build redundancy and resiliency into their attendant strategies. On attendant PCs the intuitive and easy to use console interface is identical to Intuition Acclaim Gateway and Intuition Acclaim Classic editions for traditional CS1000 TDM environments, allowing businesses to migrate from TDM to IP at their own pace or run a mixed environment without affecting the experience of end users.

Beyond the new connectivity option in version 5.2, Intuition Acclaim also adds a host of other enhancements at the endpoints and behind the scenes. The new click-to-dial feature allows attendants to conveniently dial numbers directly from any supported application or web page with a simple click of the mouse. New operator statistics provide real-time monitoring to track and control operator availability, utilization, status and other important information as well as a number of historical reporting options to help organizations run smarter and more efficiently. The release also includes enhanced Microsoft Lync integration for presence and instant messaging as well as support for the latest Microsoft desktop and server environments including Windows 7, Windows Server 2008 R2 and SQL Server 2008.

Because Intuition Acclaim IP Attendant integrates and communicates natively with the Avaya CS1000, it supports all of the rich functionality available in the TDM solutions including a wide range of functionality not available in alternative IP attendant solutions, such as:

  •     Break-in
  •     Series Calls
  •     Remote Call Forwards
  •     Controlled Class of Service
  •     Standard and VIP Wake-up calls
  •     Call Join
  •     Priority Call Notification
  •     Secondary Dial Tone
  •     Malicious Call Trace
  •     Remote Do-Not-Disturb
  •     Do-Not-Disturb Override

“We are the first Avaya DevConnect partner in the market to natively support Avaya’s IP Attendant,” stated Anthony Stephenson, product director for Enghouse Interactive’s Datapulse portfolio, “This latest release builds upon our rich heritage and deep level of integration with and commitment to the CS1000 line that dates back a decade and a half into the Nortel era. Enterprises can count on Enghouse Interactive to provide console solutions that help them provide better, more cost effective and efficient service to their customers and internal staff. ”

More information on Intuition Acclaim can be found at http://www.enghouseinteractive.com/products/attendant-consoles-datapulse.php

About Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of interaction management solutions, spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 600 dedicated staff across the company’s 16 international operations.

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 a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex and Trio. Learn more athttp://www.enghouseinteractive.com.

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