Integration Solutions

Our Integration solutions, enable more than 1 million agent seats worldwide by helping accelerate the time-to-market and time-to-revenue for interaction management solutions. Your organization can quickly and easily develop, optimize, integrate and deploy dynamic communications solutions, providing out-of-the-box integration with all major communications systems.

Integrate your systems for significant savings

Industry studies show that screen pops can shave an average of 10 to 15 seconds off every call. Even a simple integration with your 3rd Party CRM you can herald significant savings each month, and reduce customer frustration.

Make integration work for your business – to save time, and money while streamlining your processes. By integrating with systems that will help you , working from both contact center and back office technology to provide optimal efficiency.

Benefits

  • Improve and personalise customer experience with a fast return on investment
  • Improve operations and reduce call time by 10-20 seconds by providing customer information to an agent’s desktop as they receive a call
  • Build customer loyalty by personalising interactions with customers
  • Improve first call resolution by delivering customer information to agents
  • Improve productivity and reduce errors through click-2-dial features
  • Out-of-the-box integration reduces CTI project time and costs

Enghouse Interactive’s Integration Services

Our solutions provide a number of integration tools including; CTI, IP phone applications, database and directory integration, screen pop, click-2-dial and IVR development and testing tool kits.

Our standards-based CTI software allows application developers and systems integrators to create voice self-service, contact center and unified communications solutions for IP and TDM networks at a dramatically lower cost by providing out-of-the-box integration with all major communications systems.

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Enghouse Interactive has developed CTI applications for specific CRM solutions including; Salesforce, Siebel, Oracle, Microsoft CRM dynamics to name but a few.

Allowing organizations to leverage the data initiatives and help resolve customer issues more quickly.

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Enghouse provides a range of solutions that consolidate and integrate contact information into one manageable place. Employees can the access this centralized directory information through integrated applications and devices such as IP phones, mobiles, corporate intranets and websites.

Providing staff with fast access to an accurate directory of contact information improves their productivity and reduces calls to busy operators.

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Our Quality Management Suite (QMS) plays a key role in the contact center, providing the ability to record conversations and screens, measure, remain compliant, and report. This is why we have integrated this system into our core contact center platforms.

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Interoperability is considered in every aspect of Enghouse Interactives solutions. First, our contact center platforms are PBX agnostic -depending on your needs, we have the ability to apply our solution across several locations, while keeping any mix match of phone switches in place. We also enable our contact center enhancement products to integrate into all our core platforms, such as our quality management and knowledge management solutions.

CTI Connect allows us to easily incorporate sophisticated CTI functionality into our contact center offerings helping enterprises to increase customer satisfaction, agent productivity and revenue opportunities.

CINCOM SYSTEMS

Top 5 Plug-ins

CTI for CRM helps your organization increase productivity, improve the efficiency of contact center staff and deliver superior customer service by allowing your agents to personalize their response to each caller. Our Salesforce CRM Connector connects directly with Salesforce arming with a 360 degree view of the customer – linking call and caller data.

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The Enghouse Interactive SAP CRM Connector integrates seamlessly with SAP, ensuring your customers have a positive experience with informed users. Communication management is viewed directly within the SAP user interface, embedding intelligent queuing, automated screen navigation, and call controls into your SAP eco-system.

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CTI for CRM helps your organization increase productivity, improve the efficiency of contact center staff and deliver superior customer service by allowing your agents to personalize their response to each caller. Microsoft Dynamics CRM Connector connects directly with Microsoft Dynamics, agents are armed with a 360 degree view of the customer – linking call and caller data.

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Save time on every call and take your customer service levels to new heights. the Web Browser Plug-in allows agents to process calls faster and more efficiently.

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Snapshot allows you to simplify the monitoring of your contact center, while communicating key metrics to your contact center staff – allowing issues to be addressed before they impact customer service.

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