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GartnerEnghouse InteractiveMAGIC QUADRANT CHALLENGERGartner has named Enghouse Interactive a Challenger in its latest Magic Quadrant for Contact Center Infrastructure - Enghouse Interactive'sContact Center Service ProviderAwarded the 2017 Cloud Computing Excellence Award by Cloud Computing magazine
- Global PartnersPOWERED BYContact Center Service ProviderTwo of the four leaders in the Gartner Magic Quadrant for Contact Center as a Service, Western Europe
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- TouchPoint Attendant for Skype for BusinessIntuitive Workflow Call Handling Solution
- TouchPoint AgentRich Call Center Solution for Microsoft Office 365
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.
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
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
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
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
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.
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
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
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
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.
Helpdesk
- Ideal for helpdesks looking to leverage multimedia capabilities with Unified Communications
- On Premise
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
Enterprise
- For organizations requiring a consultative, sophisticated, multi-tenant scalable solution
- Multi-Location / Cloud-Based
Phone Applications
- Emergency broadcasts
Phone lock
Assistant functionality
Office administration
Provisioning
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.
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
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
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
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
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.
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.
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.
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.
News
Enghouse Interactive’s CCSP Platform Helps GCI Deliver Omni-channel Contact Center Capability in the Cloud
Housing and homelessness charity, Shelter, take to the cloud for greater business agility with GCI’s new Cloud Contact Center PHOENIX, AZ (April 18, 2018) - Enghouse Read more...
Partner Colorado Credit Union Improves Member Experience with Enghouse Interactive
Over 40 credit unions nationwide increase competitive advantage and member retention leveraging Enghouse Interactive contact center and customer interaction solutions PHOENIX, AZ (March 27, 2018) Read more...
State of Louisiana Deploys Cloud Contact Center for Workforce Commission
Office of Unemployment Insurance expedites and enhances support for citizens with contact center as-a-service powered by Enghouse Interactive CCSP PHOENIX, AZ (March 21, 2018) - Read more...
Enghouse Interactive Quality Management Suite Now Mitel Certified
Certification validates QMS interoperability and integration with MiVoice Business 8.0 SP1, MiVoice Border Gateway 10.0 Secure Resource Connector PHOENIX, AZ (March 13, 2018) – Enghouse Interactive, a leading Read more...
Enghouse Interactive to Host Webinar on Status of Microsoft Office 365 Phone System
Microsoft experts to discuss latest developments around Skype for Business, Microsoft Office 365, and Teams PHOENIX, AZ (February 28, 2018) - Enghouse Interactive, a leading developer Read more...
Twitter feed
Explore the changing face of #CustomerContact with @Voxtron and Enghouse Interactive at #MECCDubai 2018 @insightsme… https://t.co/ZHZm8Ej1e7
Say hello to Enghouse Interactive's own Wonder Woman...Jacki Tessmer here: https://t.co/QjZ0FrOFor https://t.co/phdkBoIaTV
It’s time to rethink #collaboration. Join us at the Polycom, SfB and Microsoft Teams Event on the 26th April 2018 f… https://t.co/wCp0tXwp0g
Sweating the small stuff and focusing on details can help companies create the best #CustomerExperience in their in… https://t.co/eUi8Gf31qV
RT @contactcentres: “Collaboration is the Key” – How a Military Mindset Can Drive Communications and Contact Centre Success by Jeremy P… https://t.co/yrSKsXmkC6
RT @contactcentres: Shaping up for AI: How to introduce Chatbots, Virtual Assistants and Intelligent Technologies to the Contact Centre… https://t.co/9KM1jvAQVI
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