Customer Communication: Fit for Future



no. 07/16


Customer Communication: Fit for Future


With customer orientation and useful solutions, Enghouse Interactive is positioned interactively for the challenges ahead.


Ahlen, March 21, 2016 – Innovative additional functions for high customer satisfaction and employee retention, intelligent routing for easy communication across all channels, reduced operating costs through simplified administration and the integration of its own solutions and those of third parties. In this guise, the customer interaction solution „Voxtron Communication Center", in its current version, Enghouse Interactive, was presented at CCW 2016.

With the 2016 release of „Voxtron Communication Center" (VCC) software, Enghouse Interactive, a leading manufacturer and provider of customer interaction solutions, provides users a sophisticated solution with many possible combinations.
These include the future centralized management of the contact center based on Skype for Business, a news ticker with the latest information for agents, a dashboard extension with an import / export function and chat enhancements e.g. for autoreply, text blocks, etc.

The new features and benefits of the new version of VCC in detail:

New overflow and customer ID concept

Instead of „pushing" contacts after a certain wait time or if there are high load in other queues, in an intelligent way more agents are considered for routing. Advantage: Efficient use of employees, easy to understand and clear reporting.
Thanks to a new intelligent function in the current version, VCC detects the customer across channels and shows the previous communication completely. Depending on the subject, customer issues are forwarded to those agents that have the best expertise, or to the employee with whom the customer had previous contact.

Remote Access - Telework

In the web client now agents and queues can also be monitored. This provides more flexibility in the use of employees, whether in the home office or office. In addition, in the future all employees will be able to, no matter where they are, communicate via web browser via Skype for Business.

Email / dialer

In VCC 2016, the Email Response Management System (ERMS) has been extended. It improves written customer service additionally. Employees can now access and edit not only incoming emails directly in the Voxtron Client, but also send outbound emails. An optimised search function and predefined email templates for simplified and structured answering of incoming emails speed up the processing of emails and increase the professionalism of the answers.
In the new version of VCC, Enghouse has again improved the dialer function. Now the agent can select several numbers in a contact in succession and is thus prepared to concentrate on the conversation. Optimized reminder algorithms increase the accessibility of contacts several times. Based on historical data, the time window can be set in which the contact is best reached.

Ergonomic client

New features and enhancements allow the employees to better interact with the incoming contact. This includes adjustments for using touch, mobile, keyboard and mouse, indicating the status of callers and colleagues, as well as managing the conversation and post-processing times. A live news ticker can be used to share important information with other employees. Address lists with phone numbers and email addresses are managed centrally, access to it is much easier and less time-consuming.

Integration options

By integrating other Enghouse products, VCC 2016 has developed into an even more powerful instrument in the field of customer interaction. The real-time voice analysis software „ELSBETH VocalCoach" (EVC) is integrated into VCC, 2016 for example. Due to its fully automated quality assurance and instant conversation optimisation, EVC ensures satisfaction and loyalty on the customer side.
The „Quality Management Suite" (QMS) is now also embedded in VCC 2016. In combination with the real-time voice analysis of EVC, QMS provides, among other things, call and screen recording and their analysis to evaluate customer interaction and thus improve the quality of service significantly.

Enghouse has also been successful in another important step in the direction of customer loyalty and satisfaction with the integration of CRM software from (SFDC). The VCC web client fits perfectly with the cloud concept of SFDC and optimizes routing across all channels. The agents have all information about the customer available in no time.

The software update of VCC 2014 VCC 2016 for all customers with a valid maintenance contract - with the exception of the email response management module – is free (customers without a maintenance contract will pay one third of the license fee). Performing this update requires little effort.


Enghouse Interactive is a global leader in providing solutions that deliver differentiated customer experience and maximize the value of every customer interaction. Enghouse Interactive’s comprehensive portfolio of interaction management solutions span multi-channel call centers, Computer Telephony Integration (CTI), self-service Interactive Voice Response (IVR), knowledge management, operator con-soles, call recording and quality monitoring, media voice services, and outbound dialers. These solutions support any telephony environment and flexible deployment options, on premise or in the cloud. With Enghouse Interactive solutions, your customers can reach you anytime, anywhere, and anyhow. Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is consistently profitable, and has grown both organically and through strategic acquisitions. Andtek, Arc, CosmoCom, Datapulse, IAT Smartdial, IT Sonix, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom are trademarks of Enghouse Interactive. Learn more at

Further Information: 

Enghouse Interactive
Astrid Pocklington
Schützenstr. 2 
04103 Leipzig
Telefon: +49 341 415 841 02
Telefon: +44 118 972 8410

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