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Enghouse Receives 2012 IP Contact Center Pioneer Awards for Multi-Channel Contact Center Solutions


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July 19, 2012

Enghouse Receives 2012 IP Contact Center Pioneer Awards for Multi-Channel Contact Center Solutions

By Amanda Ciccatelli, TMCnet Web Editor

Enghouse Interactive, developer of an interaction management solutions portfolio, has earned the 2012 IP Contact Center Pioneer awards from TMC for three of its multi-channel contact center products. These prestigious awards honor businesses with exceptional product development and design ingenuity for the contact center.

The award-winning company develops interaction management solutions, spanning structured, unstructured and self-service interactions. Its core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse also operates through specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex (News - Alert), Trio and Zeacom, as well as thousands of international customers.

“We are extremely pleased that TMC has recognized the innovation we’ve implemented across our portfolio of contact center solutions,” stated Alex Black, CTO at Enghouse Interactive.

Over the years, Enghouse has earned numerous awards for its contact center solutions, and it continues its growth and success having earned IP Contact Center Pioneer awards for its solutions including:

  • Syntellect Customer Interaction Management (CIM) 8.0 – An enterprise-class, multi-channel contact center solution for premise and cloud deployments.
  • CosmoCom (News - Alert) CosmoCall Universe – A multi-tenant IP contact center platform for public and private cloud applications. 
  • Zeacom Communications Center (ZCC) 6.1 – A multimedia contact center solution for small to mid-size businesses.

“Between CIM, CosmoCall Universe and now ZCC, we offer a full spectrum of award-winning, premise and cloud-based contact center solutions to meet the needs of businesses of all sizes, both directly and indirectly through channels and service providers,” said Black.

Zeacom Communications Center (ZCC) 6.1 is a multimedia contact center solution that integrates with traditional PBX and next-gen telephony platforms. Regardless of the media type, ZCC 6.1 enables mid-sized contact centers to control the delivery of every contact center. The software platform features advanced functionality including ‘Rich Presence’, skills-based routing, multimedia queuing, record and evaluate, Executive Mobile, click-to-conference, and IVR.

Zeacom, an Enghouse Systems company, is a provider of multimedia contact center communications solutions, business process automation, and plug-in unified communications functionality. As a certified Microsoft (News - Alert) ISV, ZCC v.6.1 gives organizations the ability pilot, prove and migrate their helpdesk, call center.  Zeacom’s Gateway for Microsoft Lync allows customers with a legacy PBX to use Microsoft’s presence without having to get rid of their existing PBX desk phone.

Zeacom’s Dynamic Wrap-up is a business intelligence resource that facilitates agent effectiveness through post-call analysis and delivery of critical data. With Dynamic Wrap-up, agents are presented with intuitive options based on previous criteria and are empowered with immediate access to the correct information.

Also, Business Process Automation (BPA) from Zeacom helps automate manual processes, which enables enterprises to streamline operations, reduce costs and improve agent performance. Automated Customer Interactions, Workflow Management and Agent Transaction Optimization ensure that customers receive a high level of service.

Moreover, Executive Mobile, which can be used with iPhone, Windows Mobile and BlackBerry (News - Alert) devices, extends full corporate presence, contacts and call history to Android smartphones, enabling executives to manage all of their communications while working remotely.

Lastly, Snapshot, which is deployed for Android devices, is an application that displays up-to-the-minute contact center data and reporting to managers on the go.

As a managed Independent Software Vendor (ISV) on Microsoft Lync, Zeacom has partnered with NEC (News - Alert) for 17 years, is a Cisco Premier Partner and a registered member of the Avaya DevConnect program.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Juliana Kenny

Technology Marketing Corporation

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