Enghouse Interactive Announces Contact Center Solutions with Office 365 and Skype for Business Integration

29 Sep 2017

Enghouse Interactive unveiled Communications Center for Microsoft Office 365, a new offering that provides contact center capabilities and deployment choices for Office 365 or Skype for Business users. Announced at Microsoft Ignite 2017, the new Communications Center provides hosted, on-premise, and hybrid contact center deployment strategies for organizations in North America.

The offering is based on Enghouse Interactive’s Communications Center and Contact Center Service Provider (CSSP), and offers a range of contact center deployment strategies. Among them is the new fully hosted, managed service contact center, which comes integrated with Office 365. It allows customers to have complete control over their contact center environment without needing any on-premises equipment or burden on their IT departments.

Additionally, the solution offers a range of advanced functionality. This includes omni-channel interaction management, CRM and data integration, recording and quality management, and contact center dashboards and reports. The pricing is based on an OpEx subscription.

The Managed Service offering virtualizes networking, storage, CPU, and security, providing high levels of data protection, VM mobility, and availability. In order to maintain business continuity and performance, it’s hosted in two geographically redundant and software-defined data centers in North America.

According to Blair Pleasant, co-founder of UCStrategies: “Businesses today are looking for options to traditional on-premises solutions requiring managing and maintaining equipment, and Enghouse’s managed service fits that bill.”

She added, “Enghouse is making it easier for Office 365 and Skype for Business customers to add voice-only and omni-channel contact center capabilities without requiring on-premises equipment, adding value to the investment companies have made in their Microsoft solutions.”

Additionally, Enghouse also announced the TouchPoint Agent, a serverless application that provides call centers with skills-based routing, CRM screen pop, call recording, call categorization, and other features. Like Communications Center, it’s integrated directly to Office 365. As a voice-only solution, it is priced much lower than omni-channel offerings.

Enghouse Interactive is a tenured Microsoft partner, which earned Gold Application Development and Communications competencies back in 2015. It leverages native integration to office 365 and Skype for Business, so as to use APIs endorsed by Microsoft, and aims to provide end-users with their choice of configurations and deployment options.

For more information, visit www.enghouseinteractive.com


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