Call Center Software Solutions

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!”

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.”

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.”

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!”

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! ”