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Enghouse Cloud and Communications Center support advanced integration with MS Teams


Johannesburg, 24 Jun 2020
Read time 2min 30sec

Enghouse Systems (ENGH.TO) is participating in the Microsoft Teams Connected Contact Centre certification programme and now offers cloud and on-premises contact centre options for Microsoft Teams.

For customers deploying Teams, Enghouse Interactive offers Enghouse Cloud, which provides Contact Center as a Service (CCaaS), and Enghouse Interactive Communications Center (CC) V11.0, which supports on-premises or private cloud deployment options.

Enghouse Cloud and Enghouse Interactive Communications Center are fully featured omni-channel contact centre solutions, which include customer self-service and IVR, queuing and routing, and delivery of calls to Teams clients on agent desktops. These offerings also provide a suite of management tools for the contact centre, including recording, quality management and comprehensive reporting and analytics. Both use Teams Direct Routing to enable organisations to choose their own telephony options for voice connectivity, while leveraging call delivery, supervisor monitoring and control of calls handled by agents using Teams across any number of physical locations.

“I’m proud of our strong and successful relationship with Microsoft,” said Vincent Mifsud, President of Enghouse. “We’ve been on a journey with them for more than a decade, integrating to their solutions through Lync and then Skype for Business. Now, our integration to Microsoft Teams takes this up to a new level, helping Enghouse and Microsoft enhance the game for contact centres.”

Mifsud noted that the application of the Enghouse Interactive product with Microsoft Teams is a key step in the evolution of the truly collaborative contact centre, combining the strength of interaction management with the ability to leverage the best resources – information and people – to optimise the customer experience. Now agents can leverage intelligent coaching, shared knowledge and experts across the business.

“Enghouse Interactive can help deliver all this, working in conjunction with Microsoft,” said Mifsud. “As a longstanding partner for development of Microsoft-integrated solutions, we offer well-defined migration paths to Microsoft Teams for contact centres on Skype for Business or any legacy PBX.”

Enghouse Interactive is well equipped to deliver this as it has hundreds of contact centre customers using Skype for Business and thousands of customers on other legacy PBX platforms, many of whom are considering options to migrate to Teams. With solutions that support multiple telephony options simultaneously, the company can assist customers in moving their contact centres to Teams at their own pace.

“Enghouse Interactive is a longstanding partner of Microsoft,” said Andrew Bybee, Principal Group Program Manager, Microsoft Calling and Meeting Ecosystem at Microsoft Corporation. “We’re pleased that they have announced availability of Microsoft Teams voice-integrated solutions. We look forward to helping our joint customers benefit from Teams in contact centre environments and build on the power of teamwork with Microsoft 365 to transform and maximise their customer experience.”

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