Reception & Call Handling Solutions

With over 25 years’ experience developing the world’s most widely deployed reception, call handling 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 for 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.

Make sure you continue to offer a VIP Service

Many people today are working in a state of “continuous partial attention”, a condition identified by former Microsoft executive, Linda Stone, as being triggered by an effort not to miss anything and characterised by always-on, anywhere, anytime, any place behaviour that involves an artificial sense of constant crisis. When it comes to customer interaction, has the personal service been lost?

Enghouse Interactive thinks not.

Enabling customers to always speak with a real person has become an important differentiator for many organizations. When it comes to complex or sensitive issues or emergency situations, a live operator provides knowledgeable, professional and compassionate service.

Our operator consoles and call handling capabilities offer advanced telephony features that ensure priority callers are given prompt and professional assistance. Powerful directory search options and presence information ensures callers are connected to the right person first time.

Benefits

  • Certified with the best Cisco, Avaya, MS Skype for Business and NEC
  • Synchronisation with existing directories ensures contact information is accurate
  • Presence status information improves transfer success and reduces voice mail
  • VIP calls and busy queues can be prioritized to meet service level requirements
  • Highly scalable, from one to thousands of consoles and support for multi-tenancy
  • Full range of deployment options – Cloud, On Premise, Hybrid
The age of interruption

How can we continue to deliver a personalised service in the “Age of interruption”?

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Consolidating the switchboard sites has enabled the University to save several tens of thousands of pounds per year due to the reduction in line rentals, having dropped the expensive data links which previously connected the individual systems together

University of Wolverhampton

Enghouse Interactive Reception and Call Handling Solutions

Customers form a lasting opinion based on their first interaction with an organization. Providing operators with the tools to quickly and efficiently handle calls is key to creating a professional impression
We have the solution, experience and expertise to meet your requirements:

  • Business – for a cost effective out the box solution with desktop Client with ACD, CTI functions
  • Enterprise – For organizations requiring a consultative, sophisticated, multitenant scalable solution
  • Helpdesk – leverage advance call handling or multimedia capability with Unified Communications

Our Reception and Call Handling – Business solutions offers a total solution for small to medium-sized organizations seeking to boost the performance of their call handling system with enterprise class functionality. Out the box feature-rich contact management solution, providing the tools and information needed to improve response times, control costs and proactively manage performance across the business, all while delivering exceptional front-line service.
Maximize your return on investment by extending the life and effectiveness of your PBX or UC with full skills-based routing. Our highly flexible and tightly integrated design makes our solutions the most cost effective and widely used solutions of its class.

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With our Reception and Call Handling for Enterprise, organizations can enjoy all the features and functionality of an advanced enterprise operator solution, enabling them to deliver an exemplary level of customer service, 24/7.
Powerful and scalable, with a clean and intuitive user interface, extended contact directory capable of containing up to 100,000 contacts with a rich set of fields and search features, this best of-breed console is designed for ultimate efficiency. The pure SIP-based call handling engine provides a powerful call delivery solution for enterprises with a low total cost of ownership.

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For organizations wanting to extend their console further and add advanced IVR capabilities, Enghouse Interactive offers Consoles – Helpdesk Edition, a voice-only call center and helpdesk solution. A comprehensive and scalable solution that helps organizations manage their customer interactions fast, intelligently and efficiently, maximising resources and increasing customer satisfaction.
Helpdesk edition has been deployed as a no-fuss solution by hundreds of customers who want helpdesk functionality but do not want to invest in expensive consultation or customisation. Whether managing an internal helpdesk, customer service center, or sales department it helps organizations provide the best possible customer service, every time.

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Supporting leading PBX and UC Solutions

Our advanced reception, operator and call handling software solutions are created for leading PBX (including Cisco and Avaya), unified communications (including Microsoft, NEC) and mixed-switch environments helping ensure that every customer, supplier and business associate receives consistently prompt and professional service.

By combining product expertise with local support and training services, Enghouse Interactive delivers a total solutions that helps clients increase business efficiency, responsiveness and competitiveness, whilst improving customer service and reducing costs throughout their organization.

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Experience in selling voice applications for Cisco Unified Communications Manager platforms and as a Preferred Solution Developer, Enghouse Interactive has worked closely with Cisco to develop these enhanced solutions that are proven to help organizations dramatically reduce call answer times and improve the customer experience.

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Enghouse Interactive Console for Avaya is developed  as a powerful and scalable application for Avaya’s Unified Communications platforms.
Enjoy all the features and functionality of an advanced call handling apability for Avaya Unified Communications – whether you are using Avaya Aura Communications Manager, Avaya IP Office or Communication Server
1000.

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The tight integration with Microsoft means operators benefit from real time presence and calendar information as well as the ability to search existing databases integrated via Active Directory.
The reception, console and call handling is the first solution of its type to be certified for SfB.

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Unified Communications & Collaboration, Call Center and Operator tool for NEC SV8100. Making a powerful unified communications tool for business

 

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