Contact Center Software | Customer Experience Solutions | Enghouse Interactive

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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.

Customer Communications Platform

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.

Self Service

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.

Operator Console

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.

Quality

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.

Integration

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.

What our customers say

Enghouse Interactive Video testimonial. Steve Beranek - GE Capital

Wayne Dunn, Enghouse Interactive

MTEL Video

Helly Hansen Video

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News

IntelePeer and Enghouse Interactive Collaborate to Create Automated COVID-19 Vaccination Scheduling Solution for Rural Areas

Atmosphere® CPaaS Solution and Enghouse CCaaS, powered by IBM, Answers the Call for Streamlined Appointment Scheduling in Underserved Internet Locations San Mateo, CA – March Read more...

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...

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