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CC14 is now available

Communications Center Release Highlights

CC14 is now available

(Yes, we skipped 13!)

Enghouse Interactive’s Communications Center (CC) and its popular user interface TouchPoint evolve with every release, ensuring you meet your customer, employee and business needs as they continue to evolve. We are always improving and innovating: listening to feedback from our customers and partners to ensure our software helps you create the highest quality experience for YOUR customers.

This year Enghouse Interactive is proud to present Communications Center version 14.

Our focus on improving the lives of people of the contact centre by offering control and choice means your journey towards digital transformation is now easier than ever before.

Communications Centre 14.0

Web Enablement

  • Email pickup – Agents and Supervisors with appropriate permissions can intercept and handle a queue email that was in progress with another agent.
  • Operator Console – Operators can use Communications Centre’s browser-based Operator Console to work from anywhere.
  • Call Park – Agents and Operators can View, Park and Retrieve calls parked by other operators or agents, for example when calls are parked for users already engaged on a call.

Microsoft Teams Native Integration (continued)

  • Operator Console and Call Park (see above) are now supported in the natively integrated Microsoft Teams environment.
  • Various Transfer enhancements have been implemented for consistency across platforms.

Web Admin

  • Identity server – Enghouse now hosts a service to provide Single Sign-on across a range of Enghouse solutions such as Communications Centre and Quality Management Suite (used for integrated recording and agent evaluation).

New Support

  • The number of agents supported across the Microsoft Teams SIP environment and using our Web user interface has increased.
  • Version support is updated for Windows Server, Microsoft SQL Server, and Azure Virtual Desktop Services.

Visit our Version Support Matrix and Product Life Cycle Policy page.

Communications Center Matrix

A comparison of the features and functionality added since version 8.1.  For a full list of all updates, please talk to us or your Enghouse solutions provider for our Release Notes. (Click in the image below, then click on the magnifying glass to view in full.)

Enhancements in Communications Centre Version 14.0
The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software.
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Unified Communications

We know that happy contact centre agents mean happy customers, but who is the happy agent? We believe it’s the agent that’s in control and has all the information needed at their fingertips. An agent who isn’t stressed, can confidently handle every challenge, and comes back enthusiastically tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that.  To leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers and work alongside them to ensure they’re not fighting their battles alone. Our latest software releases are a significant contribution to this mission.

Enhancements in Previous Versions

Enhancements in Communications Centre Version 12.1

Teams Native Integration for Contact Centre

Web UI Integration update: Supervisory functions and ease of access

  • View interactions in a queue
  • Request selected interaction
  • Preview email waiting in a queue
  • Delete spam
  • View Agents in a queue
  • Call monitoring
  • Contact favourites
  • CRM integration
  • Screenpop/”zbrowser”

Enhancements in Communications Centre Version 12.0

Including Service Packs 1 & 2

Key enhancements for Enghouse Communications Centre v12.0, 12.0.1 and 12.0.2 include integration to RingCentral and updates to Operator Console, Contact Server, Web Administrator and TouchPoint and the TouchPoint Web UI.

TouchPoint Web UI for Agents
  • Take your contact centre remote without effort, with our Web UI
  • Multimedia channel support includes email, web chat and SMS (mobile text) and multimedia templates
  • Use wrap-ups to capture vital information about all aspects of the interaction, to assist your team and/or the wider organisation. Examples include:
  • The customer’s reason for getting in touch
  • Their geography or demographic
  • The specific product(s) discussed
  • Whether a follow-up up-sell contact or other escalation is recommended (e.g. by the sales team)
  • Callback allows customers waiting in your voice queue to – instead of waiting – leave a voice message that can be processed exactly as if they had waited in the queue or can be delayed until the call centre is less busy. With this single function you eliminate caller frustration for everyone:
  • Each customer who chooses this option is no longer frustrated by waiting for answer
  • Your wait time drops for the rest of the calls who remain in the queue
RingCentral Integration
  • Enghouse Communications Centre now integrates with the RingCentral UC platform via Enghouse’s generic SIP communications server
  • Integration with RingCentral Presence allows visibility of colleagues’ availability for improved collaboration and productivity
Enhancements to TouchPoint Agent and Supervisor Interface
  • Snooze Queue Alerts: Agents and supervisors are now able to snooze queue alert popup notifications instead of just closing them permanently
  • Plain text paste in Email Editor: A small change has been made to the TouchPoint email editor control to allow pasting as plain text. The feature comes handy when there are issues with font formats when formatted text from clipboard is added to the rich-text document
  • Bot integration: Virtual Assist – TouchPoint now supports bot integration for Virtual Assist/whisper mode
Vidyo Integration
  • Web Chat escalation to Enghouse Vidyo (when deployed), allowing participants of a web chat interaction to convert the chat to a video session
Functions added to Web Administrator Interface
  • Queues configuration
  • Agent login classes
  • Announcements
Contact Server
  • Edit source – look and feel changes
  • Authentication model for Azure Active Directory sources
  • Contact filter for Azure Active Directory source
  • Exclude and include filters for Active Directory source
  • Import contacts from Azure Active Directory
Operator Console

Console now allows an operator to control a call to an un-monitored or external number:

  • Transfer a call to an un-monitored or external number
  • View the transferred call as it is ringing
  • Recall the transferred call manually via a menu command, or automatically via a timer

Enhancements in CC v11

The primary development focus for Communications Center version 11.0 has been our new Microsoft Teams Contact Centre.  Visit our Teams Contact Centre page to find out how you can leverage your investment in Microsoft Teams or watch our short video for a quick overview of the solution.

Enhances to TouchPoint
  • Configure Presence Pages/Favourites
  • Pick up an Email in the Offering State
  • Email spell checker Languages – Arabic, Thai and Norwegian
  • Copying TouchPoint Preferences
  • Make calls from Sublines
  • Copy Chat Transcription to Clipboard
  • Call Order on Call Bar

11.1 SP1:

Microsoft Teams Features

  • Support for Secure SIP trunk connectivity from the SBC to CC deployments
  • Increased maximum concurrent agents to between 300-400 agents depending on configuration
  • Support use of Teams Presence status, specifically “On a Call” to determine agent availability when delivering a queue call
IPOffice MTCTI Features
  • Increased maximum concurrent agents to between 300-400 agents depending on configuration
Communication Center API
  • Introducing the first feature of a new API to allow for direct integration from a customer to the Communication Center.
  • This API is for customers who want to utilise their own Chat UI.  Enabling custom chat front-end applications to queue chat requests to then handle the chat sessions.
Vidyo Integration
  •  Vidyo Platform support
  • Offer agent ability to select mic and camera device

Enhancements in CC v10.1

Web Chat, Video Chat & Page Sharing

Web chat is quickly becoming the channel of choice for customers. Give your website visitors an escalation point to your customer service centre that can be easily and seamlessly escalated to video as required. Page sharing provides the tool to support these customers in their engagement, allowing agents to guide them across different pages and even assist them to fill out forms.

Advanced Queues

Users who loved Communications Center’s old Desktop UI will be happy to see this complete and focused new TouchPoint view into agent productivity and overall contact centre performance, all from one screen.

Bot API

Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector.  Chat Connector places the externally initiated chats into Communications Center’s Chat queues and then delivers them to chat-enabled agents. The same chat queue can take chats from the standard Communications Center Web Chat, internal chats, and chats from the Connector.”

JAWS and MAGic Integration for vision Impaired

Provide the best experience to vision-impaired agents with screen magnification and text to voice capabilities.

10.1 SP1

Log Collector

Schedule or manually transfer TouchPoint application diagnostic/log files from the client PC directly to the Log directory on the CTI server.

Update Service

TouchPoint’s auto-update service has been re-architected to include an auto-update of Advanced Services modules to further reduce implementation time.

Hot Seating support (PBX)

Dynamically associate a user’s current phone extension as soon as they sign in to TouchPoint.

TouchPoint Traditional Chinese support

Traditional Chinese has been added to the list of supported languages for the TouchPoint user interface. Please talk to your local Enghouse Interactive or Partner account manager if you are interested in finding out about more supported languages.

10.1 SP2:

Data Privacy Tool

The Data Privacy feature enables the identification of a customer’s personal data and the export or removal / anonymised of it if requested. This feature has been developed to meet recently introduced privacy laws (GDPR).

10.1 SP3

Chat Connector API

Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector.  Chat Connector places the externally initiated chats into CC Chat queues and then delivers them to chat-enabled agents. The same Chat queue can take chats from the standard CC Web Chat, internal chats, and chats from the Connector.

10.1 SP4

Web Chat translation

Chat messages can now be translated so that agents and customers can communicate in different languages. Using the Google Cloud Translation API, chat messages are translated from non-English queues to English for the agent, and back to the original language for the customer.

Presence Pages

New to TouchPoint the user now has a ‘Contacts’ tab in the Statistics window that allows quick access to the frequently used contacts. The Contacts panel lists Global and Personal contact groups and the members of the selected group are displayed as contact cards in the main body of the panel. The contacts in the selected group can then be filtered using the text filter box.

Enhancements in CC v10

Tighter Portfolio Integration

The strength and depth of the Enghouse Interactive Contact Centre portfolio has increased

  • TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
  • Integration to outbound SMS campaigns automatically recognises messages needing agent intervention, routing them to available agents for deeper level handling
Scale and Flexibility
  • Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
  • Enterprise-level presence visibility for NEC SV8500 and SV9500 customers
  • Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments
Communications Center with the Cloud
  •  Support for federated agents

Version 9.1 (2016 R2)

Quality Driven Communications

New Omni-Channel Escalation Scenarios

  • Customer and agent-enabled channel escalation
  • Add IM to voice or voice to IM (TouchPoint Agent for Microsoft Office 365)
  • Add screen sharing (Microsoft Office 365)

New Agent & Team Goals/KPIs, Metrics & Alerts

  • Set agent or team performance thresholds
  • New KPI and metrics graphs and visualization

An Improved TouchPoint Experience

  • Access agent and presence controls direct from call bar
  • Improved searching within email queues and contacts
Tighter Portfolio Integration

New Communication Portal (EICP) Support

  • IVR Integration, with an improved data display in TouchPoint
  • Application Integration (IVR Navigator)

Enhanced Quality Management Suite (QMS) Integration

  • Access QMS from directly within TouchPoint
  • Easier administration and improved data
Web-Enabled TouchPoint

Providing improved Managed Service Offering

  • New Edge Server role to aggregate client connections

Support Home-Based/Roaming TouchPoint Agents

Reduce cost & Improve Performance

  • Remote TouchPoint deployment with no expensive VPN required

Secure Single Sign-On

  • Mutual TLS Certificate-based architecture
Microsoft Office 365

Improved Direct-to-Conference Call Scenarios

  • All agent calls are pulled into conferences for improved performance and call handling

Reduce Queue Complexity & Support Advanced Routing

  • In-dial Modifiers are now supported on Microsoft Office 365
  • Support for Agent DTMF
  • Dialpad and tone support added to TouchPoint

Version 8.1

All New TouchPoint Operator Console

Increase operator efficiency with this fresh new console operator interface. The new console UI has improved enterprise contact search with context sensitive alerting.

Improved Supervisor Visibility within TouchPoint

TouchPoint’s supervisor and monitoring views have been refined to further help manage agent productivity and quality.

New for Microsoft Lync

Media-escalation now gives agents the ability to transition from voice to video, or from IM to screen-share – all in the same interaction. IM queuing is also available, allowing Lync users to use the rich chat functionality of CC.

New Mobility Feature for Roaming Agents

Support is now available for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices. Extend your contact centre to the roaming agent and retain all of CC’s reporting and skills-based routing.

Improved Server Resiliency

Leverage SQL 2014 clustering and merged replication to keep your business-critical contact centre application to mitigate risk around disaster recovery (fail-over/fail back) scenarios.

All New Webchat

A revitalised UI and an easy to setup with secure webchat interface allowing for improved integration with your website.

Improved SMS Interaction Queuing

Now offering direct SMS gateway support, with 2-way agent session management.

Talk to our Advanced Services team about integrating your SMS gateway for more control over your SMS channel.

Video Interaction Queuing

Talk to the Advanced Services team about integrating video into your customer’s contact centre experience.

Wouldn’t it be great if you could guarantee every customer got through to the right person, with the right information, and resolved the issue, first time, every time?

Book your demo

Related Resources

Enhanced customer engagement with one solution for all interactions across all channels. Support for the latest technology platforms and seamless integrations.

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