Enghouse Integrates with Microsoft Teams for Contact Center

MARKHAM, ON, March 31, 2020

MARKHAM, ON, March 31, 2020 /PRNewswire/ - Enghouse Systems Limited (TSX:ENGH) is participating in the  Microsoft Teams Connected Contact Center certification program and now offers cloud and on-premise contact center 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-premise or private cloud deployment options.

Enghouse Cloud and Enghouse Interactive Communications Center are fully featured omni-channel contact center 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 center, 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 centers."

Mr. 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 center, combining the strength of interaction management with the ability to leverage the best resources – information and people – to optimize 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 Mr. Mifsud. "As a longstanding partner for development of Microsoft-integrated solutions, we offer well-defined migration paths to Microsoft Teams for contact centers on Skype for Business or any legacy PBX."