Technology Providers

Branded White Label Services: Contact Center as a Service, EnhouseUC, Call Recording and QMS, SmartQuality, AI Insights Contact Center as a Service, EnghouseUC provided for each tenant communications and collaboration (including video). All activity is recorded by QMS for agent supervision, coaching and training. All call records appended to customer profiles in each tenant’s CRM along with transcribed notes. SmartQuality used to standardize agent evaluations, eliminate bias, consistent performance rating. AI Insights used to evaluate customer journey, and all customer feedback to improve overall service levels.

Branded White Label Service: Enghouse Connect integrated with Cloud Contact Center for both communications and collaboration. Orders – voice and screen based info – are recorded by QMS for Cloud with indexing for easy retrieval and playback. CRM updated with customer activity. Outbound Notification engages customers for payment, PCI-DSS enabled for privacy and security.

Customers are provided with a range of digital self-service options, enabling them to interact with IVRs and Chatbots in order to solve their issue themselves. Escalation to a live agent is always available. Up to date information, guidance can be provided from the Knowledge Base in the format they prefer. All digital inputs and info is added to the tenant’s CRM system. Customers can be proactively of any information updates in the manner they prefer when they need to be contacted using proactive Outbound Notification.

Call Recording and Quality Management deployed to record all inbound and outbound agent calls. Each call scanned, analyzed and indexed for key words, phrases or terms. Content Analyzer reviews calls in real-time, issues identified and trigger specific actions or notifications for immediate follow up. All calls can be appended to the customer CRM profile. SmartQuality ensures all communications are accurately tracked and exceptions identified for coaching and training.