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Acquisition
Innovation
acquisition
Capabilities Acquired: Self-service software, AI-powered chatbots with 2-way text messaging
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acquisition
Capability Acquired: Expands CX portfolio with additional Teams capabilities
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2022
acquisition
Capability Acquired: Experiential Video and Experience Management platform
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acquisition
Capability Acquired: Multi-channel Market Research and Data Analytics
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2021
innovation
AI SmartQuality + UC
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
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acquisition
Capability Acquired: Enabling technologies for Media Processing
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2020
innovation
Video Collaboration
Delivered: full 4K HD resolution video conferencing, video chat and collaboration capabilities.
acquisition
Capability Acquired: Artificial Intelligence, using Natural Language Processing (NLP)
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acquisition
Capability Acquired: Video Collaboration platforms and Integrations
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2019
innovation
Enghouse Artificial Intelligence / AI Insights
Delivered: Converts the “Voice of your Customer” (chat, email, voice, social etc. interactions) to extract actionable business intelligence.
2018
innovation
Omni-Channel Quality Management and Analytics
Delivered: Bringing recording, archival and analytics across all channel of interaction and communications.
acquisition
Capability Acquired: Market Research and Survey solutions
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2017
innovation
Unified Communications
Delivered: Unified communication feature set to move seamlessly between the contact center and the entire organization.
innovation
Survey Management Practice
Delivered: Data collection services leveraging outbound/inbound surveys through voice, web, and mobile.
acquisition
Capability Acquired: Advanced, highly-flexible Contact Centers
2016
innovation
Video and Web Collaboration
Delivered: new customer experience and interaction through web chat and video collaboration.
acquisition
Capability Acquired: Multi-media integrations
2015
acquisition
Capability Acquired: Multi-channel Contact Center solutions
acquisition
Capability Acquired: Real-Time Speech Analytics, Outbound Communications, Campaign Management
2014
innovation
Real-Time Agent Coaching
Delivered: Automated speech evaluators for training of agents and adherence to regulatory requirements.
acquisition
Capability Acquired: Unified Communications (UC) solutions
acquisition
Capability Acquired: Rules-based Proactive Outbound Communications
2013
innovation
Knowledge Management Practice
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.
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