Bring your customers closer to your business

Enghouse Interactive is a leading expert in customer communications. The contact center is at the heart of your business, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty. With increased demands from customers, companies require a communications platform that’s agile enough to quickly and efficiently respond to customers from any channel, at any time; connecting them to your business rules, while providing actionable intelligence to drive ongoing improvement. Our unique omni-channel contact center solutions offer choice and flexibility. They are also scalable in deployment, size, complexity and integration to ensure successful and effortless customer interaction, whatever your budget.

Customer Communications Platform

Helpdesk

  • Highly cost-effective solution to extend UC with call center functionality
  • On Premise
  • Ideal for helpdesks looking to reduce costs and leverage Unified Communications

Find out more

Business

  • Wizard-driven solution that is easy to use and is rapidly deployed
  • Cloud/Hybrid/On Premise
  • Ideal for mid-size organizations looking for an out-the-box, cost-effective all-in-one multimedia contact center

Find out more

Enterprise

  • Enterprise-level solution with extensive integration and resilience
  • Cloud/Hybrid/On Premise
  • For organizations requiring advanced capabilities and customization that is highly available and can be used within distributed environments

Find out more

Service

  • Create your own cloud contact center offering from one platform
  • Cloud
  • For service providers and shared service centers, looking for a complete multi-tenant contact center solution that is highly scalable with shared architecture

Find out more

Dramatically reduce costs by empowering your customers to self-serve

Self-service is a key, and increasingly important, part of an integrated customer experience. A significant number of customer requests are for simple issues such as password resets, order status inquiries or directory assistance. Nearly all of these requests are ‘self-service’ interactions that can be handled without the need for live assistance. Our solutions empower customers to self-serve through a wide range of speech recognition, touch tone, web, forums and mobile options that are quick to implement, powerful and extremely cost effective.

Self Service

Interactive Voice, Mobile Response

  • Tools to create your own IVR Scripts
  • Design or integrate with a mobile app to create easily changed navigation flows
  • Development platform or pre-built IVR applications

Find out more

Knowledge Management and Forums

  • Allow customers & employees to find answers through FAQs or user/agent forums
  • Reduce costs and improve self-service capabilities
  • Customizable cloud-based platform

Find out more

Proactive Outbound, Multimedia Call Back

  • In-queue announcements and call back options
  • Keep customers informed with confirmations across any media
  • Cloud / Hybrid / On Premise as part of your contact center suite

Find out more

Offer VIP Service to your customers using Operator Consoles

With over 25 years’ experience developing the world’s most widely deployed console solutions, we understand the crucial role receptionists and operators play in providing callers with an exceptional first impression of your business. By combining superior call handling features with rich directory and presence information, our console solutions enable receptionists and operators to quickly, professionally and efficiently manage and dispatch interactions to the correct person within an organization. Whether you need a receptionist to provide professional caller service, or a multi-site, multi-tenant, multi-language interaction handling service in a highly complex environment, we have the solution, experience and expertise to meet your requirements.

Operator Console

Helpdesk

  • Ideal for helpdesks looking to leverage multimedia capabilities with Unified Communications
  • On Premise

Find out more

Business

  • Ideal for mid-size organizations looking for a cost-effective, out-of-the-box solution containing desktop client with ACD and CTI functions
  • Cloud / Hybrid / On Premise

Find out more

Enterprise

  • For organizations requiring a consultative, sophisticated, multi-tenant scalable solution
  • Multi-Location / Cloud-Based

Find out more

Phone Applications

  • Emergency broadcasts
    Phone lock
    Assistant functionality
    Office administration
    Provisioning

Find out more

Continuously view, monitor and improve performance

To help organizations provide consistent quality of service, while remaining profitable and efficient, Enghouse Interactive provides a range of quality, workforce and business optimization tools. These tools enhance operations, ensure high quality customer service, resolve customer disputes, achieve regulatory compliance, accelerate employee training and increase workplace productivity and security. All solutions are highly scalable and modular, enabling you to choose the level of complexity that meets your requirement for continuous performance improvement.

Quality

Call / screen recording

  • For organizations looking to record or monitor agents or employees anywhere within the business from reception to the finance team, helpdesk, to the contact center.
  • Improve customer service, resolve customer disputes and meet legal requirements such as PCI compliance.
  • Cloud / On Premise

Find out more

Agent / Service Evaluation

  • For organizations seeking simple tools for supervisors to provide actionable feedback or for surveys to quickly capture customer feedback on the overall customer experience.
  • Coach and train staff to address performance and increase employee productivity.
  • Cloud / On Premise

Find out more

Real-time speech analytics

  • For any business selling services over the phone looking to analyze agent and customer speech to provide live feedback to agents while call is in progress.
  • Drive regulatory compliance and sales effectiveness with real-time capabilities.
  • Cloud / On Premise

Find out more

Workforce management

  • For organizations looking to manage staff with automated handling of admin tasks, forecast demand across multiple channels and create optimal schedules that meet demand.
  • Develop accurate and insightful reports and improve your overall customer service operation.
  • Cloud / On Premise

Find out more

Connect your people, processes and systems for greater efficiency

Connecting your entire business together and having information at your fingertips accelerates the time-to-market and time-to-revenue of your customer activities. Effectively maintained contact data within the corporate environment supports the success of an increasing number of strategies and initiatives, helping to realize and maximize benefit from the implementation of an integrated data strategy and management. Enghouse Interactive offers both the development platform and integration tools not only to third party CRM or directory systems, but to IP, PBX and TDM networks.

Integration

CTI Connect

  • For application developers and systems integrators looking to create voice self-service, contact center and unified communications solutions for IP and TDM networks.
  • To dramatically lower cost by providing out-of-the-box integration with all major communications systems.

Find out more

CRM Integration

  • For organizations looking to integrate third party CRM information with contact center technology, linking the call with customer data to personalize customer interactions.
  • Giving agents a 360 degree view of the customers offers a more personalized service, improving customer satisfaction and loyalty.

Find out more

Directory Integration

  • For organizations requiring a simple integration of disparate directories or a complex data integration project across multiple platforms, systems and locations.
  • Share and maintain contact data within the corporate environment to enable your entire business to be connected.

Find out more

What our customers say

Steve Beranek - GE Capital
Sally Astbury - GSK
Enghouse Interactive Mtel Video
Sandy - Helly Hansen

News

Enghouse Interactive Introduces New Self-Service Provisioning Portal for CCSP

Onboarding new customers more quickly and easily, empowering the customer with intuitive management tools and lowering cloud TCO differentiates service providers Phoenix, AZ (August 25, Read more...

GENBAND Partners with Enghouse Interactive to Extend its Enterprise Contact Center Ecosystem

Phoenix, AZ (August 4, 2016) -- Enghouse Interactive is proud to announce the successful integration and interoperability testing between Enghouse Interactive Contact Center: Enterprise (CCE) Read more...

Cloud Contact Center Platform from Enghouse Interactive, CCSP 7.2 brings Enhanced Usability, Gadget API Integration and Connector for Skype for Business

Multi-tenant architecture empowers ASPs, BPOs and CSPs to lower TCO, and meet customers’ demand for omni-channel customer experience solutions that are secure, flexible and can Read more...

Microsoft Gold Partner, Enghouse Interactive, announces Communications Center and Attendant Console are certified for Skype for Business Server 2015

Today from the 2016 Microsoft Worldwide Partner Conference, Enghouse Interactive announced that Enghouse Interactive’s contact center and attendant console solutions, Attendant Console 2016 and Communications Read more...

Enghouse Launches "15-Minutes or Less" Training Webinar Series

Enghouse Interactive is announcing, "Best Practices for Break and Worktime Reasons," and, "Easy Ways to Shave 15 Seconds off Every Call," the June installments for its Read more...

Twitter feed

How can #mobile and #IoT technologies be added into #CustServ platforms? Here’s what you need to know: https://t.co/vZy7PpTT4z @baselinemag

How are Independent Consultants forging a role in Customer Interaction Management? Download this whitepaper: https://t.co/i8INl21Z64

What are the current customer behaviour trends? Hear from Nicola Millard, @bt_uk’s Head of Customer Insights @ #CX16 https://t.co/9SLRQsypYl

Believe it or not, developing an emotional connection matters more than #CustomerSatisfaction. Read more @HarvardBiz https://t.co/KFCnMl1HdH

How can your employees’ voices be used to transform the #CustomerExperience? Take a look at these tips: https://t.co/w6X3TVj3kl

What are the barriers to implementing a #DigitalStrategy? Craig McVoy, Founder @BeyondBrands_ will reveal at #CX16 https://t.co/5rgGT12lTf

@EnghouseInterac


More from @EnghouseInterac