New Operator Console Delivers Professional Call Handling and Service Monitoring and Measurement Capability

READING, ENGLAND–(Marketwired – Aug. 13, 2013) – Enghouse Interactive today announced the launch of the new Enghouse Interactive Operator Console for Microsoft Lync, including the latest release, Lync 13. The new console, part of what was formerly the Zeacom Communication Center suite, combines Enghouse Interactive’s intuitive operator interface with Lync’s powerful unified communications capabilities to deliver improved productivity and a better caller experience.

The new solution delivers a potent blend of professional, efficient call handling and a range of tools enabling businesses to measure that service and monitor its delivery. This capability is complemented and extended by the value Lync provides around presence and availability, enabling operators to intelligently interact with the customer and provide an exceptional service. Together, these capabilities address the everyday challenges faced by telephony operators and receptionists as the ‘front line’ of the office.

Early adopters using the Enghouse Interactive Console for Microsoft Lync to better manage their caller experience include tertiary education provider WelTec and leading financial services company, Liberty Financial.

“Our frontline staff chose the Enghouse Interactive console for Lync after evaluating several options,” says Darryl Hobbs, Services Integration Manager, IT Services at the Wellington Institute of Technology. “The combination of Lync and Enghouse Interactive products has created a synergy which allows WelTec’s operators to intuitively find and direct calls to the right location to ensure our students get what they need when they need it – promoting our Student First philosophy. We now intend extending the Enghouse Interactive contact centre solution to our internal IT Service Desk.”

“In developing the new Enghouse Interactive Console for Microsoft Lync, we are responding directly to requirement of our customers, resellers and the broader market,” says Nigel Olding, product director, Enghouse Interactive. “Consoles remain an intrinsic part of call handling for the enterprise customer so as Lync continues to evolve into the enterprise space, businesses are looking for applications that leverage their investment and drive real business benefits.”

The console is part of a rich suite of integrated solutions for Lync, which includes multimedia contact centres, call and screen recording and quality monitoring. This provides great advantages to both customers and resellers as the solutions are delivered from a single vendor, resulting in a lower cost of ownership.

“In short, customers can choose the new console either as a standalone application or as part of a wider solution encompassing their contact centre, IT helpdesk, and service centres. The offering is further enhanced through integrated quality management applications such as recording, reporting and evaluation. And, as we are a Microsoft Gold Partner, customers also get all the benefits of Enghouse Interactive’s in-depth expertise in implementing and supporting deployments on Lync.”

About Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximise 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 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 Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom. Learn more

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