Enghouse Interactive, developer of the most comprehensive portfolio of interaction management solutions, today launched Arc Pro TouchPoint Attendant 6, an enhanced version of its professional attendant operator console. Version 6 boasts a range of new capabilities that deliver enterprise level scalability, enhanced virtualization support, improved ease-of-use and updated industry compatibility. This allows organisations to boost efficiency and productivity levels and help operators provide a better customer experience regardless of the business requirement.

Users of the software now benefit from a simpler user interface, together with the ability to display more detailed information about contacts and quickly search for and locate people within the directory.

“The latest version of the Arc console for Cisco is based almost entirely on feedback from customers and partners” says Rupert Adair, Director, Product Management, Enghouse Interactive. “Their guidance ensures that Arc continuously evolves to meet their business goals. Organisations across the world rely on Arc Pro to provide a white glove service to their callers. The new capabilities in Pro 6 enable their operators and receptionists to process more calls while reducing errors, offering higher quality customer service and driving customer loyalty.”

Arc Pro TouchPoint Attendant 6 also enables users to support ‘follow the sun’ call routing patterns using the new highly scalable ‘multi-cluster’ support for Cisco. No matter where they are located, operators will have instant access to all the relevant information about any customer and will be able to route any call as if they are local to that customer. Further enhancing this international capability, Arc Pro TouchPoint Attendant 6 is capable of supporting a total of 21 languages.

The latest release allows customers to reduce the number of servers they need to maintain by providing multi-site support for up to ten Cisco UCM clusters from the Arc Pro Server while supporting, within a single directory, customers located across multiple clusters around the world. This helps users deliver more capability while enhancing the administrative process and reducing support costs.

“By helping large organisations, in particular, reduce their administrative effort and the number of servers they need to maintain, Arc Pro TouchPoint Attendant 6 cuts their total cost of ownership (TCO),” adds Adair.

Arc Pro TouchPoint Attendant 6 also allows users to consolidate multiple servers onto one hardware platform as part of a virtualized environment. This lessens the need for costly hardware while cutting maintenance costs and streamlining the upgrade process, and allows Arc Pro to fully support Cisco UCS-C and UCS-B server platforms.

Users of the popular Cisco Jabber softphone and presence client show their presence and call activity in the Arc Pro directory, supporting the latest version – 9.1(1) – of the Cisco platform.

The Arc Pro TouchPoint Attendant was originally developed by Arc Solutions, a Cisco Technology Developer Network (CDN) partner and long term OEM Partner, which is now part of Enghouse Interactive.

“Arc has been developing attendant operator consoles exclusively for Cisco platforms for over 20 years, giving us an enviable and unmatched pedigree in the market,” explains Adair. “This latest version of Arc Pro demonstrates our continuing commitment to our valued customers and partners.”

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