September 26, 2016
Enghouse Releases Attendant Console for Skype PBX
By Casey Houser
Enghouse (News - Alert) Interactive, a company known for its development of customer interaction software such as a contact center with various dialing and call recording tools, has announced the launch of its new Attendant Console for the Microsoft Skype for Business Cloud PBX (News - Alert).
This operator console means to provide a gamification aspect to work in call centers. Attendants will see incoming calls arrive at their workstations and change color in the dashboard based on call position and state. The various visual aspects of the software, Enghouse claims, were created to help businesses increase attendants’ productivity through use of activity-dependent dashboard visuals alongside a clean-looking base visual interface.
Both John Cray, the vice president of product management at Enghouse, and James Skay, the senior product marketing manager of the Microsoft Skype (News - Alert) for Business Developer Platform department at Microsoft, offered their excitement for this partnership. The Attendant Console will be available for use directly within Microsoft (News - Alert) Office 365, a “breakthrough” combination that will be shown during a Microsoft Ignite session this month.
“This milestone achievement brings a next-generation and gamification approach to call handling that enables enhanced productivity and collaboration,” Skay noted. “We are excited to share this innovative breakthrough with both Microsoft Ignite attendees and the thousands of enterprises worldwide for which Skype for Business is the preferred call management system.”
Enhouse has been busy this year receiving commendations and updating its Cloud Contact Center. The introduction of the Attendant Console should be first seen by the more than 400 customers that already use Enghouse tools alongside their existing Microsoft installations. It may also push for deeper integration of its call center and the attraction of new clients.
Likewise, the Skype for Business Cloud PBX has seen success in the U.S. and is now making its way to the U.K. It has been able to replace on-site private branch exchanges at many sites – in some cases only costing clients only $2 per user in such switches. It offers automatic encryption of messages alongside a simple install and, as seen in this article, integration with many other services. This too may act as a boost for the global Microsoft presence in businesses as companies grow weary of the maintenance and lack of features available in their legacy PBX installations.
Edited by Alicia Young