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Smarter CX Through Omnichannel Engagement
Enghouse Contact Centre solutions provide all the functionality you need, with the flexibility you demand
Support Customers
Across Channels with Ease –
Discover the Best-Fit Deployment for Your Contact Centre
Enhance Omnichannel Engagement with Practical AI and Automation
Boost efficiency and responsiveness in your contact centre by integrating Enghouse’s secure, purpose-built AI tools designed for customer service. These solutions seamlessly automate workflows and support both agents and leaders, enabling consistent, high-quality customer experiences across voice, chat, email, social media, and more.
Elevate Omnichannel Contact Centre Efficiency with Workforce Management
Optimise staffing, forecasting, and agent performance with Enghouse Workforce Management. Designed for contact centers of all sizes, our solution improves service levels and reduces costs by aligning resources with demand – empowering supervisors to plan effectively, engage employees, and adapt quickly to changing customer and business needs.
Unlock Deeper Customer Understanding with AI Insights
Transform your contact centre data into actionable intelligence by analysing customer and employee interactions across all channels, revealing the ‘why’ behind feedback. Leverage advanced AI to enhance customer experiences, reduce churn, and drive informed business decisions.
Boost Omnichannel Engagement with Intelligent Outbound Communications
Enhance customer engagement through automated outbound campaigns across voice, email, and SMS. Streamline high-volume communications, reduce agent downtime, and ensure regulatory compliance – optimising campaign performance and blending seamlessly with inbound strategies. Consider an integrated outbound strategy for elevating efficiency and customer satisfaction.
FAQs
Frequently Asked Questions
What is an Omnichannel contact centre?
An Omnichannel Contact Centre handles interactions across multiple communication channels in a seamless, integrated manner. Unlike traditional multichannel systems where each channel—such as voice, email, SMS, chat, social media, and web—operates in a silo, omnichannel platforms provide a unified view of the entire customer journey, joining up interactions across channels. Omnichannel agents can view previous conversations and context regardless of the channel used, allowing them to deliver a more informed, personalised and efficient response. What is a Multichannel contact centre?
A Multichannel Contact Centre supports multiple communication channels like phone, email, chat, and social media. However, unlike in an omnichannel contact centre, these channels operate independently from one another, resulting in siloed interactions—where each channel functions separately, requiring customers to repeat themselves when switching between channels. In a multichannel contact centre, contact centre leaders may also struggle to track calls across all channels for reporting purposes. Omnichannel versus Multichannel contact centre
Omnichannel and Multichannel contact centers both support customer communication across multiple channels—such as voice, email, SMS, chat, social media, and web. The key difference lies in user experience and business intelligence: Omnichannel contact centers deliver a seamless, unified journey for both customers and agents, with centralised reporting and analytics. In contrast, Multichannel systems operate with each channel in isolation, limiting visibility and continuity. Leading contact centre platforms typically offer robust omnichannel capabilities, while lower-tier solutions may provide only basic multichannel support with minimal integration.| CX Feature | Multichannel | Omnichannel | |
| Channel Integration | Channels operate separately | Channels are fully integrated | |
| Customer Experience | Fragmented, repetitive | Seamless, consistent | |
| Agent Visibility | Limited to one channel | Full history across all channels | |
| Personalisation | Basic to moderate | High: full context enables tailored responses | |
| Suitable For | Simple support models | Customer-centric, experience-driven support | |
Call centre versus contact centre?
While the terms are often used interchangeably, call centers and contact centers are fundamentally different in scope and capabilities. A call centre is focused exclusively on voice or telephony-based communication—handling incoming and possibly outgoing phone calls with customers.A contact centre is more advanced and handles more channels than just telephone traffic. It can be multichannel or omnichannel, supporting a variety of customer communication methods beyond voice, including email, SMS/text, live (web) chat, social media, and video.
Assets
Further Reading
This eGuide provides IT and contact centre professionals with the fundamentals of migration, comparing cloud vs. on-premises solutions and traditional PBX vs. UCaaS platforms like Microsoft Teams.
With the recent uncertainties around a number of PBX vendors such as NEC, Mitel and Avaya, organisations must evaluate the impact and risks for their contact centre.
Watch our webinar on demand to understand more about navigating the critical challenge of a contact centre migration across voice platforms. Enghouse solutions consultant Peter Fedarb, former PBX engineer and now dedicated contact centre expert, explores what you need to know, including platform options, best practises, and important considerations to ensure the seamless transition your business needs.
Business leaders, IT professionals and contact centre leaders will find valuable insights to help with essential strategies and next steps.
Hitachi Energy is a global organisation 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. Hitachi Energy employs around 38,000 people in 90 countries and generates business volumes of approximately $10 billion.
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