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Enghouse Interactive Rolls-out Operator Console for Microsoft Lync

August 16, 2013

Enghouse Interactive launched the Enghouse Interactive Operator Console, designed to be compatible with Microsoft Lync, including Lync 13. The new console effectively combines the intuitive operator interface of Enghouse Interactive with Lync’s unified communication capabilities to enhance the caller experience.


In a statement, Nigel Olding, product director at Enghouse Interactive, said “In developing the new Enghouse Interactive Console for Microsoft Lync, we are responding directly to requirement of our customers, resellers and the broader market. 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 centers. 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.”

The latest release combines call handling capabilities with intelligent tools to enable organizations to measure the effectiveness of the service and also track the service delivery. These capabilities when combined with Lync’s value added presence and availability allows enterprises to maintain customer interaction to deliver an unparalleled service. The console forms a part of the extensive suite of Lync compatible solutions comprising multimedia enabled contact centers, screen and call recording facility and call quality monitoring features.

One of the first organizations to implement Enghouse Interactive Console for Microsoft Lync is Wellington Institute of Technology. Speaking of the new release, Darryl Hobbs, services integration manager at the Wellington Institute of Technology, said, “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.”




Edited by Rich Steeves



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