Enghouse Interactive has released Communications Center 10.0, an updated version of its contact centre application with intelligent SMS routing and integration, task and activity queuing and support for Office 365 Federated Agents. It also extends flexibility for both on-premise and hosted deployments.
"CC 10.0 delivers a tighter than ever portfolio integration through TouchPoint, allowing for seamless switching between interaction handling, quality management and workforce scheduling," said Enghouse Interactive Vice President of Product Management, John Cray.
TouchPoint brings the functionality of Enghouse Interactive Communications Portal to the SMS channel for Communications Center.
The intelligent handling of SMS campaign responses distinguishes messages that require a human touch, such as the rescheduling of an appointment, and automatically routes to agents.
An expanded capability of Contacts Search offers more powerful, expedited free-text searching, and integration with Active Directory.
Version 10.0's cloud enhancements provide organisations using Skype for Business the choice of working on-premise or allowing trusted cloud and service provider partners to host the solution with the addition of support for Federated Agents.
Communication Center now provides enterprise level presence visibility for NEC SV8500 and SV9500 customers. For Avaya IP Office environments, there is multi-node support allowing for geographical distribution of contact centre operations.