Features: The industry’s most comprehensive range of contact center capabilities, deployable across local single site, up to and including global multi-node/multi-site installations
Benefits: Exceptional operational flexibility based on 4 foundational design principles – open standards, applications architecture, interoperability, and full omni-channel capabilities
Differentiators: The industry’s most reliable provider for over 36 years, offers the choice of 5 deployment modalities: CCaaS, On-Prem, Hybrid and Cloud (private or public), public cloud options include IBM Cloud, Amazon AWS, Microsoft Azure , Google Cloud or customer’s preferred provider(s).
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Features: IVR, Virtual Assistants (chatbots), enhanced consoles, portals, voice biometrics and authentication
Benefits: Ensures regulatory compliance, improves customer service and customer experience management initiatives
Differentiators: 99% accuracy in voice biometrics-based authentication ensures optimal security
Capabilities: Call Recording (always-on & on-demand, multi-site) and screen recording modules, full indexing for quick omni-channel data searching, agent evaluation and training tools
Customer Value: Ensures regulatory compliance, improves customer service and customer experience management initiatives
Differentiators: 99% accuracy voice to text with transcription; storage to public cloud
Features: Enghouse Communications Center – Operator Console; Touchpoint Attendant Console for Microsoft; Arc Pro Console for Cisco
Benefits: Superior call handling features with rich directory and presence information. Easily manages single site or complex multi-site, multi-tenant and multi-language environments
Differentiators: Software based solutions, with intuitive interfaces, simplified deployment
Features: Intelligent Dialers, Portals
Benefits: Optimizes agent productivity and reduces idle time, decreases contention issues, quickly drives conversations toward a satisfactory resolution
Differentiators: Full industry interoperability, open standards-based platform and applications
Capabilities: Intuitive web browser interface /automated email warnings for threshold alarms, misuse/abuse, call duration/lost calls/trunk capacity alarms, call tracing
Benefits: Facilitates optimization of resources, maximization of operational efficiency and cost-effectiveness, while minimizing fraudulent use
Differentiators: Simple deployment, low maintenance, reliable, scalable, seamless integration, quick ROI
Features: Multi-modal collaboration enhanced with real-time content sharing and editing. Screen cascading delivers consistent HD quality even in calls spanning multiple geographies - a Vidyo exclusive
Benefits: Quickly and easily integrates with all existing infrastructures w/o requiring PS. Effortless invite participants to ad hoc and scheduled calls. Cost-effectively provides a consistent, professional 4K HD video experience
Differentiators: Unique Private Instance (Cloud & On-Prem) provides premium end-to-end security. No Login Credentials Stored. No User Info Shared with 3rd Parties or Social Media
Features: Simplified exchange of data and other relevant customer information across the contact center and other applications to easily interact and communicate
Benefits: Ensures the right information is presented to an agent via CRM screen-pop during the call. Customer quickly identified/verified via CRM integrations prior to transferring to an agent. CRM data augmented metrics = richer data
Differentiators: Quick ROI, Contact Center matching SLA’s
Features: Using Conversational AI, listen to the Voice of the Customer and extracts actionable insights from a wide range of digital media
Benefits: Turn-key approach to enabling Artificial Intelligence within the Contact Center, reducing costs and improving the Customer Journey.
Differentiators: Conversational AI (>95% analysis accuracy), industry-specific lexicons
Features: Real-time article editing and intuitive admin tools, robust analytics and reporting, ongoing analysis and optimization for continuous improvement
Benefits: a software solution that is easy to implement and learn, ongoing support reduces customer service time and increases satisfaction levels
Differentiators: ROI in less than 6 months, includes community forums, robust advanced search, social media and support for multiple languages
Features: Undertake complex surveys without adding resources. Data Collection platform with Services providing Advanced Programming and Reporting services in multiple languages
Benefits: Enables online, live-interview, or with IVR, reduces costs, increases efficiency and improves timeliness of market research and opinion polling
Differentiators: Includes Survey Manager, Survey Sample management, operations and outbound dialer management tools
Features: 32 languages, male and female persona’s, integrates with all voice, video, online technologies and platforms
Benefits: Easily, quickly and cost-effectively provide a consistent and professional image of your organization
Differentiators: Quick turn-around (less than 1 week), 100% personalization and customization to your needs
Features: Integrated communication and collaboration capabilities with complete resiliency and redundancy, visual voicemail, choice of deployment: full mobile, with desk phones or mix of device types (hybrid)
Benefits: When integrated, provides a complete solution with inbound, outbound and customer experience capabilities with: low costs, operational flexibility, seamless integration of 3rd party applications
Differentiators: Complete Contact Center and Communications solution, 100% customization to user needs
Features: SIP Trunking, North American DiD’s with automated or supervised LNP, Voip911, SMS, LD, PSTN termination plus operational management and surveillance tools
Benefits: Easily accessible, highly reliable, resilient, redundant and cost-effective telecom infrastructure across North America, and select countries globally, 99.999% uptime SLA
Differentiators: Quick set up and commissioning, 100% customization for user specific needs
Features: Enhances internal visibility, adaptability and performance of all agents. Mobile-ready with an easy-to-use, intuitive interface. Integrated training tool
Benefits: Adjust resources in real-time to meet call flows, analyze and plan for upcoming campaigns, ensure best resources used
Differentiators: Quick ROI, positioned for integration of AI for Work Force Optimization
There is no shortage of options when it comes to building a CX strategy. But once CX leaders have executed on that strategy, how do they continue to optimize it? And more importantly, how do they know whether their strategy is, indeed, successful? In this webinar, you’ll learn exactly what successful companies are doing—and why—with prescriptive advice that will help you optimize your own strategies. Metrigy CEO Robin Gareiss will share a recipe for CX success, based on her Customer Engagement Transformation research study of 700 organizations.
Watch Now—and get guidance on making your own CX strategy even more successful.
CEO and Principal Research Analyst, Metrigy
VP Product Marketing, Enghouse Interactive
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Download now to get answers to questions like:
Metrigy conducted a Customer Engagement Transformation research study of around 700 organizations and a subset of the research participants was placed into a “success group” based on their high levels of before-and-after business metrics after implementing advanced CX technologies.
This Infographic features the behavior and results of implementing AI, Teams UC and Video by successful companies vs. others. Download now to learn more.
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.