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Zeacom Limited

Enghouse Interactive Communications Center (EICC) - Contact Center for Microsoft Lync

by Zeacom Limited

Enghouse Interactive Communications Center (EICC) - Contact Center for Microsoft Lync has an overall rating of 5 stars  from 1 customer.

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How Enghouse Interactive is Helping Scottish Border Council

  • 5.0
  • Overall Rating 5 stars

Reviewed by:StephenRoy Reviewed on:3/01/2014

Pros
We chose Communications Center and Lync based on two key factors: cost and flexibility. We were able to reduce data and telephony network requirements and implement a single unified communications network across our offices significantly reducing costs. It was also key for us to be able to adapt quickly to changing circumstances. We were frustrated that our old systems architecture could not be easily customised. The combined Enghouse Interactive and Lync solution means that we can now route calls to whatever endpoint we want. And we can be creative in the way we structure the organisation, safe in the knowledge that our technology will be acting as an enabler of choice rather than a barrier to it. Many communications systems claim to integrate with Lync. When you start to investigate, however, you realise that there are degrees of integration and the Enghouse system was one of the few that was truly integrated. It was the smoothest implementation we have ever seen!
Cons
None
Additional Comments
We were also impressed with the ‘presence’ information about the availability of internal staff that it was able to give us. It was also extremely cost-effective and a really good fit for our size of organisation. We were extremely impressed with the technical knowledge and services that Enghouse Interactive was able to provide us with. We were federated with them on Lync, which was great because it meant we could instant message the project and professional services teams at any time. And we knew we would get a great response from Enghouse if we ever had any issues. Today, we can be much more flexible in terms of routing calls, bringing in additional resource as and when required and dealing with peaks in calls. With the new system, we also feel that we have a much stronger core platform in place, which in turn means we can bring in new functionality as and when we need it and we are therefore much better prepared to face whatever the future may bring.
  • Price 5
  • Deployment Time 5
  • Needs Met 5
  • Compatibility 5
  • Performance 5

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