Phoenix, AZ (August 4, 2016) — Enghouse Interactive is proud to announce the successful integration and interoperability testing between Enghouse Interactive Contact Center: Enterprise (CCE) version 9 and the GENBAND Application Server (AS) version 11.2. CCE is available immediately through authorized partners to provide award-winning omni-channel interaction management to sophisticated enterprise customers worldwide.
Enghouse Interactive’s Contact Center: Enterprise is a highly adaptable, omni-channel platform that enables enterprises to engage with customers – on their customers’ terms. That means delivering a superior experience regardless of device or medium. CCE gives organizations the real-time and historical tools to manage and measure every engagement; maximizing impact and continuously refining their experience.
“We are excited to be able to offer GENBAND customers a compelling new choice for Contact Center, one that has been fully vetted in our labs,” said Carl Baptiste, senior vice president of unified communications solutions at GENBAND. “We believe Enghouse Interactive shares our vision for fully leveraging industry standards to deliver best-of-breed solutions. Providing customers choices is a critical part of enabling greater value.”
Enghouse Interactive Contact Center: Enterprise version 9 is integrated with the GENBAND Application Server (AS), a fully-featured, IP-based multimedia communications application server. The combined solution can be deployed on premises, in the cloud or as a hybrid deployment. GENBAND’s carrier heritage assures that the AS delivers a degree of scale, reliability and SIP-based interoperability not typically found in enterprise PBXs. The AS can easily provide voice, video, instant messaging, presence, mobility, conferencing and collaboration to tens of thousands of users across multiple sites. Users can access services from mobile and tablet devices, WebRTC-based web clients, PCs, Macs, IP phones, ATAs and more.
“Today’s consumers expect prompt, attentive customer care by phone, email, chat, video, and SMS, driving organizations to adopt omni-channel contact center functionality,” said Ernie Wallerstein, president, Americas, Enghouse Interactive. “In addition, engagement tools must be as easy to manage as they are powerful, providing business leaders with visibility and insight into each stop along the customer journey.”
A data-driven, omni-channel routing engine delivers customer interactions to a unified queue, while the Customer Timeline provides agents comprehensive access to the entire customer interaction lifecycle—past, present, and future—across all communications channels, increasing agent productivity and effectiveness as well as improving overall contact center performance.
“We are pleased to deepen our relationship with GENBAND, an esteemed industry leader, and looking forward to working with its vast partner network,” added Wallerstein.
Baptiste added, “We are excited that our partners will now be able to bring Enghouse Interactive’s world-class omni-channel contact center solutions to customers.”
About Enghouse Interactive
Enghouse Interactive (www.enghouseinteractive.com) delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, 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 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 “ENGH.” 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, Reitek, Safeharbor, Syntellect, Telrex, Trio and Zeacom. Learn more at www.enghouseinteractive.com.