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Q4 2021

Enghouse News and Announcements

COMING SOON: Enghouse Interactive Launches
Fresh, New Website This December!

Enghouse Interactive is pleased to announce that it is launching it’s new website designed to better showcase its broad portfolio of Contact Center Solutions and highlight an array of exciting new product innovations. Stay Tuned!

IT’S HERE! Enghouse Interactive’s new Unified Communications Solution, EnghouseUC, is Now Available!

Enghouse Unified Communication By enabling your agents to communicate and collaborate more effectively from anywhere, EnghouseUC improves how your employees work together as well as the customer experience they deliver.

The new emerging hybrid workforce requires flexibility to enable remote employees to serve their customers from wherever they are situated. Unified communications provides a single application for consolidating telephony, email, text, chat, video and social media communication. The contact center addresses the demand for flexible work and effective, efficient communications.

Integration of UC with the contact center is key to optimizing and increasing flexibility, promote cross-enterprise collaboration and ensure all customer communications, are available from whatever channel is used.

Enghouse UC is single application for your collaboration needs providing unified real-time messaging, ad-hoc and scheduled meetings, video collaboration and voice services in an elegant user experience that will support your hybrid workforce.

Learn more about EnghouseUC and how UC, Contact Center Integration Drives Business Value, or request a demo from your Customer Success Manager or email us at hello@enghouse.com

NEW RELEASE: Enghouse Interactive’s Contact Center for SMB, Communications Center (CC) v12 is now available!

Communication Center v12 features support for the RingCentral unified communications platform including integration of presence information across the contact center and enterprise so you can ensure visibility of others in the business who may be able to assist agents as needed for customer collaboration.

The release also includes a number of enhancements to the TouchPoint user interface including the snoozing of queue alerts and the ability to integrate third- party bots for agent virtual assistance in whisper mode.

Additional enhancements are available for web administration and to the contact server and a number of improvements to usability and performance are also included. Communication Center v12 also includes support for SQL Express 2019 and SQL Azure Managed Instance.

For more information or to request a demo, contact your Customer Success Manager or email us at hello@enghouse.com

NOW AVAILABLE: List-Based Outbound Communications Now Included in Enghouse CCaaS’ Advanced Bundle

Support for agent-based dialing via Enghouse Outbound Communications product, SmartDial, is now included in the CCaaS Advanced bundle. This offering features both Preview and Predictive dialing modes in addition to support for blending, allowing agents to be assigned to both inbound and outbound queues and ensuring agent time is used most effectively.

SmartDial automates call list preparation using an extensive set of parameters to filter and sort records and allows companies to comply with national and international regulations such as TCPA, FDCPA and OFCOM, avoiding expensive fines. Outbound voice notification, or agentless dialing, is also available as an add-on feature to Enghouse CCaaS and can be used to reach contacts by phone with little to no agent involvement.

For more information or to request a demo, contact your Customer Success Manager or email us at hello@enghouse.com

COMING SOON: New CRM Integrations for Enghouse Contact Centers!

Enghouse will be delivering a suite of CRM integrations to applications offered by market leaders such as ServiceNow, Salesforce, Microsoft Dynamics, Zendesk, Oracle and SAP, to enable our contact center customers to take advantage of the many key features.

When a contact center is integrated with a CRM application, the benefits to the contact center are considerable: Screen pops, click to dial and contextual transfer improve agent productivity, as agents are delivered straight to the customer record in the CRM so time searching and asking the customer to repeat information are reduced. When integrations deliver key feature out of the box it’s even better.

Our upcoming release also includes a number of enhancements to the TouchPoint user interface including the snoozing of queue alerts and the ability to integrate third- party bots for agent virtual assistance in whisper mode.

Enghouse SmartQuality Agent Evaluation Ensures Your Agents Deliver Stellar CX, Consistently

Typically agent assessments are based on <5% of agent interaction data, which can lead to an incomplete/misleading picture of an agent’s true performance. Enghouse SmartQuality ensures that all interaction data is used and focuses on higher-value interactions rather than those that are average and require no further action. This analysis is consistently applied against uniform standards for all your agents. The result? Agents are more fairly evaluated and better-coached…and empowered to deliver better CX.

Learn more about Enghouse Smart Quality, and/or request a demo from your Customer Success Manager or email us at hello@enghouse.com

QMS for Cloud – Combines the Call Recording Capabilities You Need with the Advantages of the Cloud

QMS for Cloud is the ideal solution for those looking either to move to a cloud-based call recording solution or for an easy way to add call recording to Microsoft Teams or other enterprise UC solutions.

Learn More…

Enghouse Interactive Professional Services Offers a Customer Experience (CX) Assessment Service

Enghouse Interactive’s CX Assessment is a deep dive into the policies and processes that underpin the customer experience your company delivers today and provides recommendations to improve them.

By identifying pain points and dissatisfaction within your current methodology, and recommending ways to address them, we enable you to raise your CX and transform your contact center from a cost center into a powerful growth engine!

Objective of our CX Assessment Include:

  • Assessing your end-to-end Customer Interactions
  • Providing a summary of our findings, and the brand your company is projecting
  • Identifying improvement opportunities and mapping these to tangible benefits
  • Defining and quantifying the right metrics to monitor
  • Delivering peace of mind, by helping your contact center optimize its resources and the CX they deliver

Rate Enghouse Interactive Contact Centers on Capterra!

Does your company use Enghouse CCaaS, or perhaps Contact Center for Enterprise (CCE) or Contact Center for SMB (CC)? If so, would you be willing to please take a few minutes to rate and endorse us on online?

You can visit our current profile and ratings (4.6/5!!) and write your own review on Capterra. Your kind words mean a lot to us…thanks!

Move Your Contact Center to the IBM Cloud and SAVE BIG!

Upon completion of the implementation of Enghouse’s Recording and Quality Management Solution, Hosted QMS, our client remarked:
“It has allowed the management team to have some nice tools in assisting the daily functions and overall management of the Contact Center…It allows our calls to be recorded and is seamless for the team member regardless of if they are in the office or working from home. This was key during the early days of the pandemic…”

Read the Case Study…

Move Your Contact Center to the IBM Cloud and SAVE BIG!

Save 40% – Migrate to our Enghouse CCaaS voice-only bundled solution*, deployed on the ever-reliable IBM Cloud, for just $69 per user, per month!

*One-time onboarding charge applies | **One-time configuration & monthly telco charges apply
Certain limitations, restrictions and exclusions apply. Offer ends January 31, 2022.

For more information, please contact your Customer Success Manager or email us at hello@enghouse.com

Take Advantage of these FREE Upcoming Virtual Training Courses:

    1. Contact Center for SMB (CC) and Recording & Quality Management (QMS) Monthly Live Q+A Series
      January 11, 2022 1-2pm EST – REGISTER NOW
      February 15, 2022 1-2pm EST – REGISTER NOW
    2. Agent Evaluations: Building Scorecard and Performing Evaluations
      January 25, 2022 1-2pm EST – REGISTER NOW

Get Customized Virtual Training on the Products and Topics
You Want to Cover with Enghouse Interactive!

Our skilled training and education staff are ready to work with you to create and deliver a training curriculum specially designed to help your agents, administrators and supervisors get the most out of our products and solutions.

For more information and pricing, Contact Dane Smith at EIAtraining@enghouse.com

Webinars on Demand Library

View our complete library of Webinars on Demand. Our library is updated regularly, so ensure to check back often to see our latest updates. WATCH NOW

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