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Microsoft Teams & the Contact Center:
Bring your customers closer to your business
Unlock the power of your contact center with Enghouse Interactive. Engage your customers across all channels, provide personalized experiences at scale, and make your contact center your competitive advantage. You 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 / Text 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, Americas Earns Prestigious ISO 27001 Certification
Oct. 22, 2020 - Enghouse Interactive, Americas (EIA), a division of Enghouse Systems Limited (TSX: ENGH) today announced it has earned ISO 27001 Certification, the Read more...
Enghouse Systems Acquires Vidyo, Inc. Acquisition expands Enghouse Interactive product portfolio
Enghouse Systems Limited (TSX:ENGH) announced today it has acquired Vidyo, Inc. for a purchase price of approximately $40 million. Vidyo’s annual revenue is approximately $60 Read more...
Enghouse Systems Acquires Telexis Solutions
Comment Acquisition Expands Product Portfolio For Public Transport Agencies and Operators MARKHAM, ON and THE HAGUE, Netherlands, Nov. 8, 2018 /CNW/ - Enghouse Systems Limited (TSX:ENGH.TO - News) announced today it Read more...
Enghouse Systems Acquires Telexis Solutions
Enghouse Systems Acquires Telexis Solutions CNW Group Comment Acquisition Expands Product Portfolio For Public Transport Agencies and Operators MARKHAM, ON and THE HAGUE, Netherlands, Nov. 8, Read more...
Enghouse Interactive to Showcase Award-Winning Contact Center and Customer Interaction Solutions at Microsoft Inspire 2018
Enghouse to ‘takeover’ The International Association of Microsoft Channel Partners (IAMCP)’s booth to host exclusive meetings with valued partners and resellers Las Vegas, NV Read more...
Twitter feed
Contact centers, using #AI and #UCaaS, drive better #customerservice perceptions, agent performance and improve ove… https://t.co/dDaCs5fNJT
With any speech analytics tool it is important that you are clear on what you want it to achieve and how you can be… https://t.co/q5wOp0n7DM
Top-quality #customerservice ✔️ Scalable from 10 to 10,000 seats ✔️ Reduce costs and admin ✔️ These are just a few… https://t.co/gBa5R4Szxm
Watch this On-Demand Webinar by #EnghouseInteractive and #Metrigy to learn the recipe for CX success, based on a Cu… https://t.co/eGxJ8BH51o
Accurate, up-to-date knowledge is at the heart of delivering the highest levels of #cutomerservice. While the bene… https://t.co/LtCRgS88bc
Our research has found that consumers are contacting brands 25% more during the #COVID19 pan-demic #lockdown and th… https://t.co/bOW34LoOU1
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