Enghouse Interactive Customer Experience Portfolio
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Consulting and Technology Practices
Third-Party Supported Solutions
Enghouse Contact Center Solutions ensure that your organization can deliver effective and efficient customer service by seamlessly interacting with resources across your organization. Quickly resolve customer needs, accessing your experts no matter where they are located, no matter what devices they use or prefer.
Feature rich and fully secured, organization of all sizes will benefit from Enghouse platforms optimized for SMB, Enterprise or CCaaS implementations, with a choice of deployment modalities available to meet all organization’s immediate and evolutionary requirements.
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).
Choice Of Deployment Options:
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SOLUTIONS
Industry-leading, highly effective Self-Service capabilities put control in the customer’s hands
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
Cost-effective, intuitive and quickly implemented recording and quality monitoring solution
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
Industry-leading call routing and processing functionality which simplifies call flow management in complex and simple environments
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
Simplify the engagement with prospects and customer in a highly efficient manner using business-rules driven tools
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
Collects and analyzes call accounting data to deliver key insights into unified communication and telephony system usage and to prevent fraud
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
Connect the world by video-enabling any application. Vidyo delivers the most secure, highest-quality video experience, on-prem or from the cloud
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
Provides integrations for industry leading CRM and CTI applications along with Dialogic Solutions, BrookTrout Fax and third-party applications for customer-specific interoperability requirements
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
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Consulting and Technology Practices
A set of innovative core methodologies and services which integrates and activates Artificial Intelligence within the contact center.
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
A set of core methodologies and services designed to help customers get the most out of their knowledge bases and management tools
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
A set of core methodologies used to deliver an easily scalable multi-modal survey management platform and managed services for collection of customer insight data and management
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
Provides voice talent and audio recording services that are unmatched in the industry. Industry- renowned experts guide your marketing, training, IT and CRM professionals to unify all customer-facing touch points.
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
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Third-Party Supported Solutions
Unified Communications as a Service. Offering a range of industry-leading UC providers which enable customers to fully benefit from the most comprehensive communications and collaboration capabilities available.
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
Telecom infrastructure – purchased as a Service. Leverage the industry’s most flexible provider of telecom services to underpin your contact center with high-reliability infrastructure
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
Optimizes the utilization of resources, based on skills, response time, resolution skills and customer feedback
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
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WEBINAR AVAILABLE ON-DEMAND
AI, Teams UC & Video: Better Together to Optimize CX
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.
FEATURED SPEAKERS
Robin Gareiss
CEO and Principal Research Analyst, Metrigy
Jacki Tessmer
VP Product Marketing, Enghouse Interactive
SIGN UP HERE TO WATCH ON-DEMAND WEBINAR
Compiled By:
Recipe for Success to Optimize CX
How Companies are Using AI, Teams UC, and Video to Improve Customer Interactions.
Download now to get answers to questions like:
- Why are so many organizations integrating their unified communications and contact center platforms—and why is integration more likely in the cloud?
- As companies continue to adopt Microsoft Teams, how are they integrating it into their contact center platforms?
- What is driving the use of video for customer interactions, and how does its use translate into business success?
- How are companies using artificial intelligence and analytics to help customer journeys and agent experience?
- How are CX leaders measuring success?
Metrigy Infographic
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.
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About Enghouse Interactive
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.
Contact Us
Phone: 1-833-ENG-INTv (364-4688) Email: Hello@enghouse.com Website: www.enghouseinteractive.com
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