Enghouse (News – Alert) Systems Limited, a provider of enterprise software solutions, recently announced that it has completed the acquisition of Safeharbor Knowledge Solutions, a company that deals in knowledge management SaaS (News – Alert) applications and solutions.
The solutions from Safeharbor help organizations provide superior customer support, primarily in the technology, retail, banking, airline, communications and utility sectors. Safeharbor has been providing knowledge management assistance to small and Fortune 500 companies for more than a decade.
“This acquisition will give partners, small and medium businesses, and enterprises the ability to improve customer service via call deflection and by providing faster, more accurate answers,” said Christoph Mosing, president of Enghouse Interactive (News – Alert) Inc. “In addition, customers can leverage the power of knowledge as a service, and social communities and forums as a point of customer interaction, increasing ROI and customer satisfaction,”
Enghouse Systems Limited provides software solutions serving a variety of vertical markets. Its strategy is to build a larger, diverse enterprise software company through strategic acquisitions and managed growth. Enghouse shares are listed on the Toronto Stock Exchange.
In related news, Enghouse Interactive, a subsidiary of Enghouse Systems, announced the launch of the new Enghouse Interactive Operator Console forMicrosoft (News – Alert) Lync, including the latest release, Lync 13. The new console, part of what was formerly the Zeacom Communication Center suite, combines Enghouse Interactive’s intuitive operator interface with Lync’s powerful unified communications capabilities to deliver improved productivity and a better caller experience.
The new solution delivers a potent blend of professional, efficient call handling and a range of tools enabling businesses to measure that service and monitor its delivery. This capability is complemented and extended by the value Lync provides around presence and availability, enabling operators to intelligently interact with the customer and provide an exceptional service. Together, these capabilities address the everyday challenges faced by telephony operators and receptionists as the “front line” of the office.