Contact Center Solutions Featured Article

Enghouse Interactive Introduces Communications Center for Microsoft Office 365

September 26, 2017

Enghouse Interactive has come out with a customer service solution called Communications Center for Microsoft Office 365.

"Office 365 is synonymous with collaboration and teamwork, so it is naturally aligned with the needs of contact centers," said Enghouse Interactive President of the Americas Ernie Wallerstein. "With over 550 contact center deployments on Skype for Business around the world, Enghouse is in a unique position to bring our products, knowledge, and expertise to the Office 365 community."

It’s available as a fully hosted, managed service contact center, integrated to Office 365. This subscription-based solution is hosted in two geographically-redundant software-defined data centers and doesn't require any on-premises equipment. And it supports omni-channel interaction management, recording and quality management, CRM and data integration, and contact center dashboards and reports.

"The Managed Service approach to contact centers is the best of both worlds,” said Wallerstein. “It gives the contact center an extremely rich set of features and capabilities, without the requirement for IT knowledge and infrastructure. It's delivered via a private cloud with powerful capability and tight integration to Office 365."

Enghouse Interactive also offers a lower cost option called TouchPoint Agent. This lightweight, server-less application features call categorization and control, call recording, CRM screen pops, directory searching for experts, graphical reporting and real-time dashboards, and skills-based routing.

The company will be demonstrating both of the above offerings as well as the TouchPoint Attendant Console for Office 365. That’s graphical and easy-to-use tool for receptionists and operators.

Enghouse Interactive’s portfolio of customer interaction management solutions include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that can be used in cloud- or premises-based deployments. The company has many partners around the globe, more than 1,500 staff members, and tens of thousands of customers.

Edited by Mandi Nowitz