Enghouse Interactive prides itself on its customer-centric focus and has pursued acquisitions and innovations to resolve customer identified needs. Each initiative reinforces our leading-edge capabilities, enhancing the functionality provided and delivering operational flexibility via best-in-class ease of use.
Acquisition
Innovation
acquisition
Capabilities Acquired: Self-service software, AI-powered chatbots with 2-way text messaging
Delivered: AI-enabled Agent Assessment capabilities, ability to consistently rate 100% of calls eliminating interpersonal bias. Intuitive and easy collaboration across the organization with an Enghouse developed Unified Communications platform.
acquisition
Capability Acquired: Advanced Contact Center platform
Delivered: Leveraging knowledge management technology and methodology to empower customers to self-serve and provide immediate access to knowledge for agents.
innovation
Proactive Outbound Communications & Engagement
Delivered: Proactive notifications and mobility for the customer through outbound communications.
acquisition
Capability Acquired: Multi-media Attendant and Contact Center solutions
acquisition
Capability Acquired: Multi-media Contact Center
2012
acquisition
Capability Acquired: Award winning, cloud-based Contact Center
2011
innovation
True Multi-tenant Contact Center as a Service
Delivered: Scalable, carrier grade platform, with omnichannel CCaaS, accessible by agents anywhere. Requires Zero IT footprint and offers Opex pricing model.
acquisition
Capability Acquired: Advanced Console technologies for Cisco UC solutions
acquisition
Capability Acquired: Advanced Call Recording and agent Quality Assessment and Management
2010
innovation
Advance Attendant Console
Delivered: Empowering the operator and attendant in the front office for personalized call management.
innovation
Call Recording & Quality Management
Delivered: Workforce Optimization for staffing and improving agent effectiveness and training.
acquisition
Capability Acquired: IP-based Self Service solutions and CTI integrations
2008
innovation
Rich CRM Integration Framework
Delivered: Improved first call resolution and agent productivity optimization.
acquisition
Capability Acquired: Flexible Intelligent Routing and Performance Measurement
2005
innovation
Omni-Channel and Distributed Contact Centers
Delivered: One of the first mission critical and fully featured contact center solutions with omni-channel capabilities.
acquisition
Capability Acquired: Speech-enabled Self-Service software solutions, and MediaVoice audio branding practice
2002
innovation
Self-Service and Speech-Enabled Applications
Delivered: Improving the ROI of self-service through robust IVR applications.