Solutions

Multi-Channel Contact Centers

IVR / Self-Service

Operator / Attendant Consoles

Call Recording & Quality Management

Integration & Optimization Solutions

The basic categories of interactions that take place between a company and its customers are as follows:

• Structured interactions are typically very well defined interactions that are transactional in nature. They are generally high volume, low value and are handled by call/contact centers.
• Unstructured interactions typically enter the organization through an operator or attendant and will require a more consultative approach to handle them professionally. The attendant/operator will use a variety of status and availability tools, such as calendar and various forms of presence information, integrated with a powerful directory, to determine how best to handle the call. Unstructured interactions will generally be lower in volume are often very high in value.
• Self-service interactions help optimize both the structured and the unstructured interaction management areas, helping companies achieve the right balance of customer service level, efficiency and cost.

Enghouse Interactive has a solution for each interaction category to help our clients reduce costs, improve efficiencies and solve business problems through a strategic balance of software and unrivaled support. Enghouse Interactive solutions help deliver a superior customer experience that builds value and develops long-term customer relationships.