Enghouse Interactive has announced that its flagship contact centre solution, Communications Centre (CC) has become one of the first to have passed certification testing under Microsoft Teams’ new certification program, Connected Contact Centre.
This certification for Independent Software Vendors (ISVs) is a mark of quality aimed at providing customers with the assurance that each participating partner's solution has been tested and shown to provide the quality, compatibility and reliability expected from Microsoft solutions. The certification of CC was performed by Microsoft's partner, TekVizion in accordance with the Connect model.
Alex Black, Chief Technical Officer, Enghouse Interactive said, “for our customers, the certification means Communications Centre has received the quality stamp of approval assuring them that our solutions meet Microsoft’s stringent standards. Using native APIs to integrate Communications Centre with Microsoft Teams means that agents can determine people’s presence status within middle and back-office functions to provide a connected experience for their customers. Our success in passing the certification to test level demonstrates the value of working closely with Microsoft in terms of market and technology through the Technology Alliance Program (TAP).”
Enghouse Interactive Communications Centre is a fully-featured omnichannel contact centre solution that includes customer self-service and IVR, queuing and routing, and delivery of calls to Microsoft Teams clients on agent desktops. The portfolio also includes an operator console for Microsoft Teams enabling reception staff to route calls through to the best available person to handle the enquiry. The offering furthermore provides a suite of management tools for the contact centre, including recording, quality management, and comprehensive reporting and analytics. It uses 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.