Today, Richard J. Snow, vice president and research director for Ventana Research, published an article detailing his thoughts about Enghouse Interactive’s cloud deployment options as well as the recently released agent desktop, iAgent. View the complete article: Enghouse Interactive Advances Multichannel Customer Interactions.
On the trend of contact centers moving to the cloud, Snow states:
“My research into the contact center in the cloud shows that after the adoption of CRM in the cloud, companies are most likely to adopt contact centers in the cloud because they support consumers that want to interact through more channels, and because of the increasing need to support distributed contact centers and the diverse location of employees handling interactions.”
Regarding Contact Center: Enterprise iAgent from Enghouse Interactive, Snow states:
“…Enghouse Interactive also recently announced a new agent desktop, iAgent. The first release of this product addresses a critical issue for contact center managers. My research into the agent desktop shows that agents are now expected to handle interactions arriving through multiple channels and the silos is the top customer service challenge. They therefore need systems on their desktops that let them view and the handle different types of interactions, which makes the agent desktop cluttered and difficult to use. iAgent addresses this in a quite novel way, which, having seen a demonstration, I think will appeal to agents.”
“As the number of channels grows, the desktop only gets worse. iAgent addresses this critical part of handling interactions, and Enghouse Interactive has plans to make accessing applications even easier. It is therefore a product I recommend companies evaluate as they look to improve agent performance and the customer experience.”– Richard J. Snow, Vice President & Research Director,