CP 10, EICC 2016, CCSP 7.2, CCE 9, and QMS 2016 Streamline Customer Journey and Maximize the Value of Every Business Interaction
Enghouse Interactive unveiled the 2016 iteration of its omni-channel, unified communications (UC) and PBX agnostic portfolio.
This release includes:
PRC 3 of CCE Version 9 Empowers Agents with Blended Predictive Dialing in an Omni-channel Universal Queue That Improves Efficiency WHILE Saving Resources; Seamless Customer Interactions are also Better Enabled with an Easy and Quick New Way of Viewing Interactions of All Types in Our Customer Timeline.
I recently had the chance to speak with Ernie Wallerstein, President, Enghouse Interactive, Americas Channels, regarding some of the trends in the Lync and customer experience management (CEM) space. Enghouse offers Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center, and is one of Microsoft's qualified partners, providing a fully-native Lync contact center solution. Here's the Q&A that I conducted with Ernie.