Contact Centre Solutions Leader Reinforces Position at the Forefront of the Microsoft Partner Community
Enghouse Interactive (www.enghouseinteractive.com), developer of a comprehensive portfolio of unified communications (UC) and contact centre solutions, today announced that Enghouse Interactive Communications Centre (EICC) now supports Skype for Business (SFB) 2015, providing a full omni-channel contact centre experience.
EICC and SFB can be operated in any combination of on-premise or hosted configurations. Enghouse Interactive’s award-winning contact centre software continues to fully leverage native integration to Skype for Business, utilising Microsoft-endorsed APIs and trusted conferences. End-users enjoy the unique combination of the power of EICC interaction control, monitoring and management with their choice of SFB configurations and deployment options.
Important to note, is that EICC is among the earliest pioneers to embrace Microsoft’s native APIs for communications media control, enabling a seamless integration of its applications, such as rich agent desktop and skills-based routing, into the SFB environment. With the merging of Lync and Skype technologies in the SFB framework, EICC can intelligently manage any interaction from any location, whether it originated from a Skype consumer, a Skype for Business enterprise user, or a federated endpoint.
Enghouse Interactive’s expansive portfolio of contact centre and customer interaction solutions lead the market with advanced functionality, such as UC queuing, integrated presence, and present the most powerful UC integrated contact centre offering. Enghouse Interactive Communications Center (EICC), which is native to the SFB environment, empowers agents with screenpops and the ability to dial from Microsoft Dynamics CRM – right out of the box.
EICC also operates with Microsoft Office 365, allowing cloud provided interactions, such as email, to be queued and managed by the EICC system.
“Skype for Business will usher in a new era of unified communications,” said Enghouse Interactive Vice President, Product Management, John Cray. “Enghouse Interactive, a member of the Microsoft Partner Network for more than a decade, continues to work diligently in providing its clients with the resources and expertise to take full advantage of Microsoft’s next-generation technology, and to deliver a truly omni-channel customer experience.”
Enghouse Interactive recently earned the Gold Application Development and Communications competencies, distinguishing itself within the top 1 percent of Microsoft’s partner ecosystem.. Attaining the Microsoft Communications competencies demonstrates partner expertise in videoconferencing, voice over Internet protocol and instant messaging.