PRC 3 of CCE Version 9 Empowers Agents with Blended Predictive Dialing in an Omni-channel Universal Queue That Improves Efficiency WHILE Saving Resources. Seamless Customer Interactions are also Better Enabled with an Easy and Quick New Way of Viewing Interactions of All Types in Our Customer Timeline.
Phoenix, AZ — March 10, 2015 – Enghouse Interactive (www.enghouseinteractive.com), developer of a comprehensive portfolio of unified communications (UC) and contact center solutions, this week introduced PRC 3 to version 9 of its Contact Center: Enterprise (CCE), a highly scalable, flexible omni-channel offering ideally suited for on-premise, hybrid and cloud environments.
“This latest update of CCE emphasizes agent empowerment, and provides the functionality needed to maximize performance and deliver the best possible customer experience,” said Enghouse Interactive Vice President of Product Management, John Cray.
True, Blended Inbound & Outbound Predictive Dialing
Contact Center: Enterprise 9 now offers full blended (inbound and outbound), predictive and power dialing, which is essential to achieving optimal agent productivity by maintaining 100% utilization and saving resources.
Automated agent and group dialer pacing combined with dynamic phone line sharing ensures agents and contacts stop waiting and start talking. By pooling both agent queues and phone lines, the dialer treats inbound calls as the top priority—promptly connecting them to the best-suited agent available—while generating outbound calls at just the right rate/pace to fill in the gaps. No more set number of lines tied to each agent and no more manual adjustments to the dialer pacing throughout the day.
Interactive Communications (iC) messaging is an efficient way to deliver your message to a large number of contacts by phone during the day, after hours, and on weekends with little to no agent involvement. The iC system features a variety of professionally pre-recorded dialogues as well as the ability to create user-recorded dialogues. Professionally recorded messages for IVR messaging, outage or problem notifications, appointment reminders, payment over-the-phone, etc., offer a new level of self-service interactive communications.
Also new to CCE is the Customer Timeline, a feature within the Interaction Vault (iVault) application that gives users insight into historical information related to their current interaction. With Customer Timeline, agents can see current and historical interactions in a timeline view on the contact record, with clear identification of the agent that handled each interaction. They are also able to easily reserve any queued interaction, providing customers with a seamless continuation of their contact, and saving time by combining work. Agents may now quickly and easily view past and current interactions regardless of channel or number of agents involved with the customer.
“Enghouse Interactive is committed to providing software and solutions that enable great customer communications,” noted John Cray. “We understand that communications not only represent what’s happening at the present time, but also must include a customer’s interaction history to provide context for future action. Providing customers helpful outbound communications with dynamic line sharing and automated agent and group pacing saves time and money. Additionally, iVault and our Customer Timeline feature gives agents the ‘cradle-to-grave’ data display and voice transcripts they need to provide the most thorough customer experience possible.”
PRC 3 of Enghouse Interactive’s Contact Center: Enterprise version 9 is now available to enterprises worldwide.
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 customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, 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 1000 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, but not limited to Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, and Zeacom.
For additional information, please visit www.enghouseinteractive.com.