Irvine, February 19, 2014 -- (BOOTH #614) Zeacom, an Enghouse Interactive company and leading provider of multi-channel contact center and business process automation solutions, today announced its participation as a Silver Sponsor, along with details of its multi-faceted presence at the sold-out Microsoft Lync Conference 2014 in Las Vegas later this month.
“Enghouse Interactive offers a comprehensive suite of offerings that are both qualified and integrated with Microsoft Lync 2013, and which enable streamlined communications and empower agents to deliver an exceptional interaction in any customer-facing environment,” said Enghouse Interactive Channels President, Ernie Wallerstein.
Of note, is that Erin Romeo, Enghouse Interactive Manager for Business Development, delivered a presentation on customer experience best practices.
WHAT: Using Lync for Exceptional Customer Communications
WHO: Erin Romeo, Enghouse Interactive Manager for Business Development
WHEN: Monday, February 17, 2014, 6:55 PM
WHERE: Partner Theatre (EXPO HALL)
Enghouse Interactive and Zeacom executives will demo the power and extensive functionality of their myriad solutions from their Lync Conference booth #614, including a multi-channel contact center, IVR, call/screen recording and evaluation system, and knowledge management portal. Specific products to be represented include:
Enghouse Interactive Communications Center: Also known as Zeacom Communications Center, the solution is a multi-channel application for agents to manage contact center communications using the full capabilities of Lync 2013. TouchPoint, the redesigned user interface, empowers agents to deliver high-value interactions with a choice of voice, email, and Internet communications that maximize customer satisfaction and leverage the power of Lync 2013. With its lightweight, intuitive, and context-sensitive interface, TouchPoint leverages the entire collaborative strength of Lync combined with tools for agent knowledge and control.
Knowledge Management: Tools include a natural language search engine and structured knowledge base that provide a customer portal for web self-service and an integrated agent portal to enable rapid answers to customer questions and service requests.
Quality Management Suite: The suite is an integrated quality management and contact center optimization solution that enables recording and evaluation of any Lync-based communication, voice or on-screen, to facilitate coaching and continuous improvement of customer interactions.
Analytics and Management Tools: This collection of resources now includes a new Microsoft Surface tablet-based interface for supervisors to view and control contact center operations in real-time, from any location.
“We are elated to participate in Lync Conference 2014, and look forward to engaging with our colleagues in the Lync community,” added Ernie Wallerstein.
With offices and staff located throughout North America, Europe, and Asia-Pacific, Enghouse Interactive has the worldwide resources to support Microsoft’s global customer base, working hand-in-hand with Lync customers and partners in all aspects of pre-sales activity, design, deployment, and maintenance.