Proven Customer Interaction Technology, Expertise and Understanding of Market Need for Improved Communications Drives Innovation
CHARLOTTE, NC – April 29, 2015 – Today from the CS WEEK 2015 Conference (BOOTH# 1012), Enghouse Interactive (TSX:ESL), developer of a comprehensive portfolio of unified communications and contact center solutions, today introduced its new version of Control Center Client (CCC), which is a touchscreen interface for managing calls in a control center environment, designed for the highly regulated utility and power distributor markets. Though initially designed for utilities companies, it lends itself to adapt to any size of environment that requires the needs of a control center, such as: energy suppliers/distributors, water suppliers, hospitals, commodities, or emergency services.
Based on Enghouse Interactive’s Contact Center: Enterprise (CCE) solution for mid to large sized contact centers that demand high availability, flexibility and scalability, Enghouse Interactive has built a single control center application from which control centers are able to manage emergency services, field service and customer support personnel.
A newly designed User and Customer Experience (CX), made specifically to meet all the needs and communications requirements of a utility company, features the ability to optimize desk space by consolidating systems, increase the amount of information seen and managed at the same time, and provides convenient access to recorded conversations. The convenience recording feature, just mentioned, is especially important to utility companies when addressing issues where a conversation with a technician needs to be revisited. Providing easy access to recorded conversations ensures every detail is accurately recalled with minimal effort, as one mistake could mean the difference in the health and safety of their employees and the community.
With CCC, Controllers and emergency personnel can easily interact with departments outside of the control center – all from a single platform – further enabling the safety of the public and their engineers.
In line with the utility market’s mandate to providing proactive customer engagement, this CCC deployment features an Outage Notification System that pulls information from the Command Center based on a trigger that can be automated – voice, email and SMS – alerting subscribers to outages and when normal service has resumed. Also, Field Technicians are armed with an IVR to interact with the control center, which effectively streamlines processes and mobility.
“Downtime is not an option, both from a regulatory and a customer point of view,” Enghouse Vice President of Product Management, John Cray. “CCC’s high availability is paramount to ensuring rapid response, quick resolutions and exceptional customer experience. In addition, CCC is pre-built to be flexible and extremely scalable, so the system can grow alongside the company.
Today’s smartphone-carrying customers are used to communicating in a variety of ways, including email, SMS, social media, IM/web chat, and VoIP to name a few. Providing superior customer service requires utility companies to work with an “omni-channel” control center provider that can bring together all these communication channels into a single desktop experience. In addition, unlike other offerings, CCC is PBX agnostic, integrating seamlessly with most telephony infrastructure. It enables the highest possible availability and carrier-grade stability and redundancy, which mitigate the risks of downtime.
“We are honored to expand our work with several of the world’s premier energy distribution companies. Enghouse Interactive is not only dedicated to providing its customers and partners with the tools to deliver great customer communications, but we also have a deep understanding of the requirements found in the utilities markets combined with a significant amount of expertise to deliver state-of-the-art products and solutions in mission critical environments,” states John Cray.
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. Core technologies include contact center, attendant console, IVR, dialers 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 700 dedicated staff across the Company’s 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 AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom.