The launch of Contact Center: Enterprise 9.0 (formerly Syntellect CIM) introduces a new agent application for back office workers who interact directly with customers and a lightweight user interface mode for lower compute-
The highlights of enhancements and capabilities in the new release include:
Collaboration with Enhanced iAgent capabilities – the next generation fault-tolerant multi-channel unified agent workspace that runs inside the browser. CCE 9.0 Introduces AppBar, which enables new ways to optimize agent desktop and business processes. Its limited desktop footprint leaves room on the desktop for other business applications such as CRM to integrate with your contact center.
Also introduced for the first time in CCE 9.0, extendAgent broadens the multi-channel interaction handling capabilities beyond the formal contact center. It provides a minimal footprint interface that allows back office (HR, ERP) knowledge workers to receive, make and track interactions they have with customers.
Additional product enhancements include increased connectivity with the new Microsoft Lync integration, reducing total cost of ownership with The Application Development and Provisioning Tool (ADAPT), core system technology improvements and Survey Manager enhancements to provide even more analytical insights.