Enghouse takes Skype for Business 2015 into the contact centre
FYI, this story is more than a year old
Enghouse Interactive has added support for Skype for Business 2015 to its Enghouse Interactive Communications Centre (EICC) offering to provide ‘a full omni-channel contact centre experience’.
Earlier this year, Enghouse Interactive – parent of Kiwi company Zeacom which it acquired in 2012 – attained Microsoft’s Gold application development and communications competencies, putting it in the top 1% of Microsoft’s partner ecosystem.
John Cray, Enghouse Interactive vice president of product management, says Skype for Business ‘will usher in a new era of unified communications’.
The addition of Skype for Business support into Enghouse’s offering means end-users get the combination of the EICC interaction control, monitoring and management, with their choice of Skype For Business configurations and deployment options.
EICC and Skype for Business can be operated in any combination of on-premise or hosted configurations, Enghouse says.
The company says it 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 skill-based routing, into the Skype for Business environment.
“With the merging of Lync and Skype technologies in the Skype for Business framework, EICC can intelligently manage any interaction from any location, whether it originated from a Skype consumer, a Skype for Business enterprise users or a federated endpoint,” Enghouse says.
EICC also operates with Microsoft Office 365, allowing cloud provided interactions, such as email, to be queued and managed by the EICC system.