Story image

Enghouse takes Skype for Business 2015 into the contact centre

04 Jun 15

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.

Gartner names LogRhythm leader in SIEM solutions
Security teams increasingly need end-to-end SIEM solutions with native options for host- and network-level monitoring.
Cylance makes APIs available in endpoint detection offering
Extensive APIs enable security teams to more efficiently view, enrich, and contextualise real-time intelligence collected at the endpoint to keep systems secure.
How Schneider Electric aims to simplify IT management
With IT Expert, Schneider Electric aims to ensure secure, vendor agnostic, wherever-you-go monitoring and visibility of all IoT-enabled physical infrastructure assets.
SolarWinds adds SDN monitoring support to network management portfolio
SolarWinds announced a broad refresh to its network management portfolio, as well as key enhancements to the Orion Platform. 
Preparing for the future of work – growing big ideas from small spaces
We’ve all seen it: our offices are changing from the traditional four walls - to no walls. A need to reduce real estate costs is a key driver, as is enabling a more diverse and agile workforce.
JASK prepares for global rollout of their AI-powered ASOC platform
The JASK ASOC platform automates alert investigations, supposedly freeing the SOC analyst to do what machines can’t. 
Pitfalls to avoid when configuring cloud firewalls
Flexibility and granularity of security controls is good but can still represent a risk for new cloud adopters that don’t recognise some of the configuration pitfalls.
How AI can fundamentally change the business landscape
“This is an extremely interesting if not pivotal time to discuss how AI is being deployed and leveraged, both in business and at home.”