Written Testimonials
North America

“Minnco Credit Union (MCU) has provided the people of East Central Minnesota with quality financial products and services since 1935. Having grown to more than 28,000 members, MCU offers an array of new, convenient offerings via five branches across Minnesota.

As a Collections Officer, I was looking to significantly improve our ability to collect overdue loan payments from our members. Traditionally, our collection methods were “snail mail” and phone calls but neither was particularly efficient or cost-effective: Letters involve postage costs and a lag in two-way communication, while phone calls every three days are time-consuming and typically required us to leave unanswered, recorded messages as members seek to avoid uncomfortable real-time conversations about payments owing.

Although we have current email addresses for roughly 25% of our members, I wanted to explore using the email channel to expedite responses from delinquent members, in a less time-consuming and cost-intensive way. Working with Doug Caffrey at IBS, a Collections and Recovery software provider to the banking and credit union industry, Enghouse Interactive was brought in to implement its Outbound Communications solution, Hosted SmartDial.

Although only implemented just 1½ months ago, the results have been dramatic and immediate: We now receive 50 email responses a week. Delinquency for 15-30 and 30-60 days outstanding, fell by a whopping 50%! We are so encouraged by these early results that we intend to start leveraging this solution to reduce overdrawn account balances as well.

I have fairly exacting standards however, Enghouse Interactive’s solution delivered an immediate, positive impact to our credit union. I wouldn’t hesitate to recommend them!”

Amanda Koivisto Collections Officer Minnco Credit Union
Read More
Download PDF version
North America

“South Boston Community Health Center (SBCHC) is a full-service health care facility that has been serving the South Boston community since 1972. A private, non-profit corporation, SBCHC receives over 70,000 service visits annually, serving almost half of South Boston’s population.

As IT Manager, I was working with our partner to upgrade our on-prem contact center solution, Enghouse Communications Center, across our three call centers. Our gear was somewhat dated and server failure was imminent – we needed quick, expert assistance to successfully migrate to new hardware and upgrade to a newer version of software. Unfortunately, our partner was unable to help us. The situation was pretty dire, particularly during the pandemic, as we could not afford to be cut-off from our patients for any length of time.

Fortunately, we were entrusted to Carl Forshey, Jr., Senior Implementation Engineer at Enghouse Interactive. Although my IT technician knew nothing about PBXs, Carl worked tirelessly with him to resolve our outstanding issues. At no time did he attempt to deflect this back to us or pawn us off back to our partner. Carl took personal responsibility over the implementation.

Needless to say, I was very impressed and impressed further still by the fact that the migration came off seamlessly. Agents at our three call centers went back to work on the Monday following the implementation, never knowing that an upgrade had taken place. We never skipped a beat!

I wouldn’t hesitate to recommend Enghouse Interactive to any organization looking to upgrade its contact center operations, especially if these support mission critical services like ours and would benefit from the involvement of dedicated professionals like Carl! ”

Michael Doré IT/Network Manager South Boston Community Health Center
Read More
Download PDF version
North America

“As you all know, last week Fitness International (LA Fitness, City Sports, and Esporta Fitness Clubs) was overwhelmed with an unprecedented surge of email requests in our Member Service Queue (hosted by Enghouse software).

We had to respond to these requests and properly take care of all of our members, but there was no way we could respond in a timely manner with the resources available to us. This was particularly stressful because of all that has been happening with Covid-19. So I found Dave Thomas on LinkedIn and asked for his help. I didn’t know him and he didn’t know me.

The response was fantastic. You engaged rapidly with full commitment. You encountered obstacles and you overcame them. You stayed on it until you successfully delivered a solution that enabled us to properly take care of our members.

I was on active duty in the Marine Corps for 20 years. That was my good fortune. In that time, I saw many examples of Marines persevering under extreme circumstances. They always did what had to be done, no matter what. It is very inspiring to be around those kind of selfless people. I tell you this because your effort and commitment reminds of that. Unfortunately, most companies and people would not have been helpful and would have treated this as “not my problem”. But not you, and that is truly exceptional. You should be proud of what you have done, not only because you came up with a solution, but because you were willing to stop what you were doing and go all in to solve this problem. I know you didn’t have to do it. Thank you!”

George Bedar Chief Information Officer Fitness International, LLC
Read More
Download PDF version
North America

“I am more than happy to provide a testimonial on behalf of Enghouse relating to their operational and customer service. In early 2018, we changed our payroll software (to Ultipro) and researched telephone punch in/out systems. Enghouse provided a proposal and subsequently worked closely to accommodate our phone tree requests to assist our employees in clocking in/out.

In the early stages, our phone tree requests tended to be long-winded which caused higher phone charges. Enghouse again worked with us to shorten-our messages resulting in significant savings to us.

When Covid struck in the first quarter of 2020, once again Enghouse came to our rescue in 2 ways:

  1. We expanded our phone tree to allow employees to notify us if they were feeling unwell or were concerned as to the wellness of others. This was complicated as the notification needed to be sent via email to the employees next direct report. Enghouse worked diligently with us to accomplish this task.
  2. Being in the hospitality business (providing valets for hotels), our workforce was gutted as our clients shutdown valet operations. Enghouse, once again, worked to find us a plan which allowed us to pay a fair price for actual minutes used.

From our employees to our IT department to the CEO, we have appreciated Enghouse’s dedication to Ace Parking’s needs – and how quickly they’ve worked with us to satisfy our requests both operational and monetarily.

The word partnership is bandied about whether it exists or not; however, I truly feel that Enghouse is our partner – they’ve had our back through thick and thin and we intend to remain a customer for the long haul.

I am grateful for Enghouse’s assistance and would be happy to talk with you if you have any questions.”

Ross Seibert CFO ACE Parking
Read More
Download PDF version
North America

“As a result of key partnerships, American Auto Shield (AAS) was experiencing significant growth. To accommodate the growth, the company had made an investment in new contact center software. However, with the rising call volume and contact center agents, the new solution was not scaling with the business.

AAS deployed new infrastructure and the Enghouse Contact Center across our four locations in the US. The launch was successful despite an unexpected event that forced us to go live a day early. The Enghouse team placed strong emphasis on change management and training. Their hybrid approach of LMS digital content and instructor-led training was a primary factor of the smooth transition to the new solution.

Post launch and ongoing support has been outstanding. We have a strong and collaborative relationship with our Technical Account Manager, John Pak. John is exceedingly responsive, and shares his knowledge with our technical team giving us a better understanding of the Enghouse solution. John Pak has played a key role in our success.

Since the move to Enghouse a year ago, American Auto Shield has almost tripled in size. The Enghouse solution provided AAS with the stability, scalability, and efficiencies to accommodate our rapid growth. Enghouse Communications Center has transformed the agent experience and provides management with greater visibility into real-time call and agent activity. These features proved even more valuable as we moved to a remote work environment due to the pandemic.

Enghouse has been a great partner, and I wouldn’t hesitate to recommend them.”

Ted Tzeng Executive Vice President – CIO American Auto Shield
Read More
Download PDF version
Video Testimonials
Videos
Nicole Reininger video testimonial
“Enghouse had the best fit for all of our needs. Enghouse is just a great partner of ours!”
Nicole ReiningerNorth America
Service and Support Manager, GVTC Communications
Snap-on Tools
“We are extremely satisfied with Enghouse. We found the company to be very responsive to our needs. They have been very willing to work with us to help customize things to fit our business needs”
North AmericaAlex Goldberg
Customer Experience Manager, Snap-On Tools
Ascensos - Bringing A Fresh Approach to Outsourced Customer Care
Bringing a fresh approach to outsourced customer care. Having Enghouse on board has among the best decisions we've ever made.
UKDavid Gilfillan, Michael Armstrong, Yvonne Hart
Various, Ascensos
Landmark Information Group
We needed to have a sustainable solution for the whole of our business to communicate with each other. The solution that Enghouse provided proved to be the best one for us.
UKSam Francis
Customer Relationship Manager, Landmark Information Group
Written Case Studies
Hitachi Energy Enghouse CCaaS
Enghouse CCaaS
Hitachi Energy

Hitachi Energy is a global organization that is advancing a sustainable energy future for all. A market and technology leader in energy transmission, distribution, and grid automation solutions, it provides customers in the utility, industry and infrastructure sectors with innovative solutions and services.

View Full Case Study
State of Louisiana Enghouse CCaaS
Enghouse CCaaS
State of Louisiana

The Louisiana Workforce Commission (LWC), an agency of the Louisiana state government, administers programs designed to enhance workforce growth and provide family-sustaining jobs for Louisiana residents. The commission monitors employment, administers unemployment compensation and tax funds, provides training resources for employers and employees, and oversees worker compensation benefits. LWC’S Office of Unemployment Insurance (UI) administers temporary financial assistance to workers who meet the requirements of the Louisiana Employment Security Law.

View Full Case Study
Enghouse Ccaas Travel Case Study Cyprus Airlines
Enghouse CCaaS
Cyprus Airways

Cyprus Airways’ existing contact center solution was unable to cope with the rapid growth in calls – and was also voice-only, meaning it couldn’t match the company’s goals to transition to an omnichannel communications approach in the future.

View Full Case Study
Whangarei District Council Enghouse
Communications Center
Whangarei District Council (New Zealand)

These days, contact centers can operate from anywhere – even the cloud. When Whangarei District Council needed an urgent update to its telephony system across two contact centers, it called on specialist Enghouse Interactive to ring in the changes with a cloud-based Microsoft Teams solution.

View Full Case Study
Cardiff Council and Enghouse Interactive
Contact Center Enterprise
Cardiff Council (UK)

With more than 50,000 resident inquiries handled each month using a sophisticated telephony and multi-channel call management system, it’s hard to imagine that the Cardiff Council’s progressive contact center didn’t exist four years ago.

View Full Case Study
Ascensos Case study
Contact Center Enterprise
Ascensos

Based in Scotland, Ascensos is a cutting-edge provider of outsourced contact services to a wide range of businesses.

View Full Case Study
Blackhawk Network Case Study
Communications Center
Quality Management
Blackhawk Network

The leader in global branded payment technologies, BHN’s portfolio includes Gift Card & eGift products that enable businesses and customers to access and disburse funds in convenient and innovative ways.

View Full Case Study
Cargiant Case Study
Communications Center
Quality Management
Cargiant

Based in London, Cargiant has a long-established reputation for innovation, having pioneered the idea of a car supermarket back in the 1970s and this has helped it keep ahead of the pack over the years.

View Full Case Study
Connexus case study
Communications Center
Quality Management
Connexus

A Housing Association formed in June 2017, Connexus has over 600 employees and manages a portfolio of around 10,000 homes in the UK.

View Full Case Study
fingal county council
Communications Center
Fingal County Council

Fingal County Council is an Irish local authority providing a wide range of services and facilities from roads and infrastructure to parks, open spaces, community centres, libraries and housing, supported by 1,400 staff.

View Full Case Study
Hastoe Housing Case Study
Communications Center
Quality Management
Hastoe Housing

Hastoe Housing prides itself on finding innovative solutions to enable local people to remain within their communities and now owns and manages over homes in over 70 UK local authority areas.

View Full Case Study
Home Appliance Guard Case Study
Communications Center
Quality Management
Home Appliance Guard

Home Appliance Guard (HAG) is a specialist provider of consumer focused breakdown insurance products for home electrical appliances in the UK.

View Full Case Study
Mayo County Council Case Study
Communications Center
Mayo County Council

Mayo County Council is a local authority on Ireland’s west coast, delivering services encompassing everything from housing to the environment, and from transportation to urban planning and development.

View Full Case Study
Nottingham City Council case study
Communications Center
Nottingham City Council

Nottingham City Council is a UK unitary authority that provides public services to the 330,000 residents. Its 6,500 staff are responsible for a wide range of services, from transport and education to leisure and social care.

View Full Case Study
Nottingham City Homes Case Study
Communications Center
Quality Management
Nottingham City Homes

Nottingham City Homes is an arms’ length management organisation (ALMO) who look after around 27,000 homes on behalf of Nottingham City Council in the UK.

View Full Case Study
RingGo Case Study
IVR
RingGo

The UK’s leading cashless parking system, is an alternative to pay and display parking for local authorities, rail operators and private companies nationwide.

View Full Case Study

For more Enghouse Interactive Video Content visit our company Vimeo page

Skip to content