SOURCE: Enghouse Interactive

Enghouse Interactive

June 15, 2015 09:00 ET

Enghouse Interactive Showcases UC and Omni-Channel Contact Center Solutions at IAUG CONVERGE 2015

Contact Center Solutions Leader Reinforces Position at the Forefront of the Avaya User and DevConnect Partner Community

PHOENIX, AZ--(Marketwired - Jun 15, 2015) - Enghouse Interactive (www.enghouseinteractive.com), developer of a comprehensive portfolio of unified communications (UC) and contact center solutions, today announced that it would showcase its expansive portfolio from booth #1029 at IAUG CONVERGE 2015, taking place June 14 - 18, 2015 in Denver, CO, as well as its commitment as a Gold Sponsor.

"As a longtime, tenured member of the Avaya User Group and DevConnect Partner Community, Enghouse Interactive is able to bring an unparralleled, inherent knowledge of Avaya Aura® Communication Manager, (ACM), Avaya IP Office and other UC solutions to each deployment," said John Cray, vice president of product management, Enghouse Interactive,.

Enghouse Interactive's expansive portfolio of contact center and customer interaction solutions lead the market with advanced functionality, such as omni-channel queuing, integrated presence, representing a powerful UC-integrated contact center offering.

Paired as a bundle, EICC and Enghouse Interactive Quality Management Suite (QMS) creates a compelling complement to Avaya IP Office and ACM platforms. Communications Center is a comprehensive omni-channel contact center solution that includes IVR (interactive voice response), routing of all forms of communication in a universal queue, productivity tools for agents and supervisors, and detailed management reporting. EICC also boasts a unified communications component, featuring voice mail, unified messaging (e.g. voice mail in mailbox), IM, rich presence, enterprise user communication tools, and full management reporting.

QMS includes an IP call recording solution with 100% compliance recording; triggered, selective or scheduled recording; and features such as record on demand. Additionally, the suite enables contact center administrators to record users' desktops -- by window or application, selectively or in total -- as well as evaluation templates and reporting to grade performance on calls and to coach users/agents on improving the customer experience.

EICC also integrates natively with Aura® Communication Manager. Leveraging Avaya's TSAPI for Communication Manager, a high-level C/C++ API based on the CSTA standard, this integration allows customers to seamlessly maximize their benefit from both solutions.

TSAPI enables access to the full complement of third-party call control capabilities provided by ACM as an evolution server. These third-party call control capabilities include controlling specific calls or stations, routing of incoming calls, receiving notifications of events, invoking Communication Manager features, and querying Communication Manager for information.

Additional phoneset solutions from Enghouse Interactive allow users to leverage their investments in IP by delivering practical, converged business applications to the screens of Avaya CS 1000 IP phones, and conveying new and existing applications for real-time interaction on the phone screens. Enghouse Interactive applications are compatible with Avaya CS 1000 with 11xx, 200x and 12xx series IP telephones. Important to note is that with the Avaya (Nortel) Application Gateway 2000 now manufacture-discontinued, Enghouse Interactive can offer customers Applications for Avaya CS 1000 as a replacement solution. 

In addition to developing custom solutions for customers, Enghouse Interactive supplies a suite of prepackaged applications for the enterprise, hospitality and trading markets.

"The resulting productivity improvements far exceed the baseline cost savings and functionality of Voice-over-IP (VoIP); the phones evolve from being used simply for voice communications to information appliances, complementing or even replacing the PC," added John Cray.

ABOUT ENGHOUSE INTERACTIVE
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company's international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol " ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, Voxtron, Reitek and Zeacom.

For additional information, please visit www.enghouseinteractive.com.

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