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Q1 2021

NEW Release: Enghouse Interactive’s Contact Center for Enterprise - CCE version 10.0 Offers New Integrations and Other Improvements

Enghouse Interactive is proud to announce the full market availability of Contact Center Enterprise (CCE) version 10.0. CCE is an enterprise grade omni-channel contact center solution capable of scaling up to thousands of seats, while ensuring industry leading reliability, with embedded geo-redundancy and resilience.

As part of our commitment to extending interoperability with different customer preferred communication platforms, CCE now supports integration with Microsoft Teams and CounterPath Bria Enterprise Softphone:

  • Microsoft Teams provides a natural evolution from Microsoft Skype for Business. With this integration, Enghouse further expands the range of UCaaS platforms that can be extended to Contact Centers.
  • CounterPath’s Bria Enterprise Softphone API enables CCE to support any SIP based telephony platform while also integrating with the Enghouse Communication Portal. This enables integration with virtually any PBX, including OpenSource and cloud. Customer provisioning and agent administration uses a simplified cloud-based platform.

Other notable enhancements include:

  • Virtual Agents (Chatbots) are enabled via Communication Portal.
  • Video (added to Web RTC) has been enhanced with Enghouse Vidyo Cloud platform.
  • Security enhancements use OWASP guidelines to detect and resolve potential threats, and also include enhanced data encryption between CCE processes.
  • iVault displays wrap-up tags, and filtering options which now include dispositions.
  • The Touchpoint user interface has been further enhanced to deliver more functional and intuitive capabilities for both agents and supervisors.
    Enhancements include:

    • Configuration Manager centralizes disable/enable Email and Outbound calling
    • Call control commands reduce mouse click requirements for agents
    • Administrative option can Hide/Show agents and Queue tabs
    • Improved email spellcheck process via pop-up window
    • Enabled interaction/queue detail tab pagination, extended to 100 items
    • Additional interaction properties enabled on high use tabs.

We recommend that clients update to the latest version as soon as possible in order to benefit from these updates and to further maximize the value of their CCE investment.

To learn more about the new features and fixes, please review the release notes available on Enghouse’s Support Portal at mysupport.enghouse.com or reach out to Enghouse Customer Support.

NEW Release: Enghouse Interactive’s Call Recording & Quality Management Solution - QMS version 8.1 Supports Microsoft Teams Compliance Recording

Microsoft has been busy adding critical business support functionality to its Teams platform, including a compliance recording API that allows for third party vendors to offer recording solutions for all Teams interactions.

This release utilizes this new API, allowing businesses to record Teams interactions, both PSTN calls and Teams-to-Teams calls, for compliance, quality monitoring and liability protection purposes.

Enghouse Interactive Offers Three New Services for
Brooktrout Fax Developers

New programs help new and existing Brooktrout ISVs (independent software developers) enhance their applications and provide better customer support.

The ISV Certification Program provides a self-paced, online Certification program for an ISV’s technical Support team, enabling them to provide high quality service to their customers.

ISV Jump Start Plans provide access to Brooktrout subject matter experts for answers to development-related questions during the design and implementation phase of new applications. A choice of Standard and Premium Developer Plans allows ISVs to pick the plan best suited to their needs.

The Developer Plan targets existing ISVs who want to avoid issues with existing deployments and plan for the future. Key components include regular Support calls and Technical reviews, as well as seats in the ISV Certification Program.

For more information, please contact your Sales Manager Jeremy Burton at Jeremy.Burton@Enghouse.com

New Podcast Series from MediaVoice, Enghouse Interactive Audio Branding Solution, explores elements of sound design, used to create engaging automated IVR customer experiences

MediaVoice’s entertaining podcast series, Soundscapes, was developed to introduce and explore the key elements of audio branding such as prompt writing, atmosphere, cues, sound effects and other elements used to make IVR and phone switches more effective.

Learn about the creative ways we can help your company engage its callers with automated interaction using techniques perfected from film, theater and video gaming.

Check out MediaVoice’s Soundscapes Podcast Series, and for more information, please contact Barbara Hawkins-Scott at Barbara.Hawkins-Scott@Enghouse.com

Enghouse Interactive Proudly Provides the
2021 “Bible” for Contact Centers:

Contact Center Decision Maker’s Guide (Contact Babel)

A robust, 440 pages of insight into 2021 North American trends governing a broad range of Contact Center applications and functionalities.

Calling all On-Premises Contact Center for SMB - Communications Center Customers:
Move Your Contact Center to the IBM Cloud and… SAVE BIG!

If you’re an Enghouse Interactive Communication Center (CC/Touchpoint/UCB/ Zeacom) customer, there’s never been a better time to move your contact center to the cloud!

Migrate to our Enghouse CCaaS voice-only bundled solution*, deployed on the ever-reliable IBM Cloud, for just $69 per user, per month – a 40% savings!

PLUS, with this great offer you can now get more than a voice-only solution. Add inbound SMS** to chat with your customers, with no additional monthly software cost.

AND you also get:

  • 1 month free when you sign a 12-month contract;
  • 2 months free when you sign a 24-month contract, and;
  • 3 months free when you sign a 36-month contract

Sign up NOW as this great offer ends April 30, 2021!

For more information, please contact your Customer Success Manager or email us at hello@enghouse.com

*One-time onboarding charge applies | **One-time configuration & monthly telco charges apply

Take Advantage of these FREE Upcoming Virtual Training Courses:

  1. Communications Center/QMS: Live Q&A Series — Contact Center for SMB (CC) and Call Recording & Quality Management – QMS
    February 23, 2021 1-2pm EST – REGISTER NOW
    March 23, 2021 1-2pm EST – REGISTER NOW
  2. Supervisor Training for Contact Center as a Service – Enghouse CCaaS
    March 16, 2021 1-2pm EST – REGISTER NOW

Enghouse Interactive Offers Customized Virtual Training on the
Products and Topics You Want to Cover!

Our skilled training and education staff are ready to work with you to create and deliver a training curriculum specially designed to help your agents, administrators and supervisors get the most out of our products and solutions.

For more information and pricing, Contact Dane Smith at EIAtraining@enghouse.com

RECENT TRAINING SESSIONS

Agent Training for Contact Center as a Service – Enghouse CCaaS — WATCH NOW
Contact Center for SMB (CC): Basic Queue Creation — WATCH NOW

GENERAL INTEREST WEBINAR

AI, Teams UC & Video: Better Together to Optimize CX — WATCH NOW

Our Enghouse Training Center is available whenever you need it! View our video library of Webinars on Demand, Tips & Tricks videos and much more. Our library is updated regularly, so check back often to see what’s new.

Check out our 3- to 10-minute video vignettes to get more from your Enghouse Interactive Core Contact Center Solution:

Previous Quarterly Customer Bulletins

2020

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