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Enghouse Announces the Release of Contact Center: Enterprise Version 9.0

April 24, 2014

Enghouse Interactive recently unveiled the latest version of its flagship Contact Center: Enterprise product.

CCE is a highly scalable multi-channel contact center solution, designed exclusively for mid and large size enterprises. Its newly introduced version 9.0 brings a new agent application for back office workers who interact directly with customers and a lightweight user interface mode for lower compute-resource footprint.

Smart deployment processes to lower the cost of operations and enhanced analytics for greater business insight are some of the highlights of CCE 9.0.

In a press statement, Christoph Mosing, President North America, Enghouse Interactive, said: “CCE 9.0 was designed to significantly lower the total cost of ownership while empowering call center agents and managers to deliver greater levels of service to their customers.”

Officials said that the latest version provides new features and enhancements to iAgent, a browser based agent workspace, optimized with a toolbar mode and offers support for more 3rd party integrations.

There are other enhancements and capabilities in the new release. One of them is AppBar, which has been introduced for the first time in CCE 9.0. Built using the iAgent platform, it offers new ways to optimize agent desktop and business processes.

Another first time entry in CCE 9.0 is xtendAgent, which broadens the multi-channel interaction handling capabilities beyond the formal contact center.

The new release also provides deeper integration with Enghouse Interactive’s Survey Manager extending the ability to setup custom schedules and alarms, enhancing charts, graphs and the collection of metrics.

Furthermore, customers can now also extend Microsoft Lync with CCE 9.0 and all of its contact center capabilities.

All these enhancements offer greater visibility into system usage, error queues, survey results, as well as resource and consultation utilizations, said the officials.

In February, ContactCenterSolutions reported that Enghouse Interactive has launched version 6.1.2 of its Enghouse contact center service provider or CCSP platform that was known as CosmoCall Universe before. 

Edited by Maurice Nagle