New Release – Now Available

Enghouse Interactive’s Contact Center: Enterprise (CCE) evolves with every new release ensuring it meets the needs of the market’s fast changing business needs. We’re continuously improving, innovating, listening to feedback from partners and customers, and always aim to ensure our software is of the highest quality.

To view any of our other new product releases visit the Enghouse Interactive 2016 page:    Find out more

Enhancements in CCE 9 PRC 5

Improved Interaction Quality
• Customer Journey Views/Controls
The Customer Timeline within CCE allows agents the information they need at their fingertips, through a filmstrip view of present and past interactions with each customer.

Advanced Wrap-Ups
Interactions can now be categorized and tagged to enable future searching.

New Control Center Client
A new interface enables agents to see all interactions in a given area, and makes visible which ones are in or out of service level. Acting like a control room, this means agents can act like a router, as well as seeing what’s happening graphically in real-time.

Spell Check in Multiple Languages
Interactions within CCE can now be spell checked in several different languages.

Total Cost of Ownership
Old Framework Migration Path to CP IVR
Migrate without having to spend the time re-writing old PIL IVR scripts saving time and money. CCE now allows organizations to run their old PIL IVR scrips in the new environment – working from a more powerful framework without the need for re-writing.

Visual IVR Integration
Use the same framework to support a mobile application. Customers no longer have to wait and listen to a set of menus, instead they can interact visually on their mobile deceive and take action.

Omni-Channel Collaboration
Blended Agent (predictive)
Agents can now handle inbound and outbound calls at the same time. CCE can detect when inbound calls are low and push agents outbound calls.

SMS/Email Notifications
Proactive notifications allow customers to choose how they want to receive notifications. Meaning appointment reminders, for example, can be simply sent to customers via SMS if that is their preference.

Web Chat Conferencing
An agent and supervisor can now be in a web chat with customer at the same time.

Supporting SfB 2015
CCE now supports Skype for Business 2015.

Enghouse Interactive Colorful Group IAUG Avaya Interactive User Group

Enghouse Interactive provided ABECU with an option to quickly restore vital data at a back-up site in the event of a disaster, with minimal investment in servers and specialized hardware


Improving the Daily Lives of the People of the Contact Center

The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact center through interaction management software, and our 2016 software releases are a significant contribution to this mission.

We know happy contact center agents equal happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information they need at their finger tips, isn’t stressed, can confidently handle every challenge and come back tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.

Enghouse Interactive Girl with a Headset