State-of-the-art customer engagement – anytime, anywhere, via any channel

Enghouse CCaaS

State-of-the-art customer engagement – anytime, anywhere, via any channel

Elevate your contact center capabilities, reduce costs and improve the customer experience with Enghouse CCaaS

Let customers reach you over the channel of their choice – voice, email, chat, SMS, and social media – and quickly get the answers they seek, whether via intelligent self-service or seamless access to subject-matter experts beyond the contact center. Use AI-driven analytics to understand customers’ concerns and increase profitability by delivering solutions that address their needs.

With Enghouse CCaaS, you not only get ultimate operational flexibility, resiliency and redundancy but also access to the industry’s most comprehensive range of contact center capabilities.

customer service promise

Customer Service Promise

Deliver a consistently first-class service to all your customers.

Keep On Growing

Scalable from 10 to 10,000 seats, regardless of where your agents are located.

Leverage Modern Technologies

Accelerate your adoption of emerging technologies and exceed rising customer expectations.

Meet Regulatory Requirements

Improve efficiency and legal safeguards.

Lift Agent Productivity

Empower, coach and motivate agents, reduce attrition.

Gain Customer Insights

Analyze 100% of all interactions with sentiment and without bias.

Enghouse CCaaS

What is CCaaS?

A Contact Center as a Service (CCaaS) solution enables organizations to handle all customer interactions through a single, cloud-based platform. Typically, it supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.

Because CCaaS solutions are subscription based, you only pay for what you need. This means they help reduce the cost and complexity of delivering customer service compared with on-premise offerings. In turn, this reduces IT and maintenance budgets. Continue to full post.

Enghouse CCaaS

A future-proof contact center that can grow with your business and support multiple contact center operations on a single application while consistently delivering a high-quality experience.

Contact Center

Inbound/Outbound Voice

Nothing beats talking to skilled agent. Optimize your voice channel for exceptional customer experience.

email management software

Email Management

Speed up responses, improve accuracy, personalize more – deliver exceptional email customer service.

Social Media

Embrace social media customer service, flag and resolve issues before they put your brand at risk.

Web Chat

Improve customer service for your website visitors and step in to help them when they need it.

Video Chat

Add a personal touch that strengthens relationships, builds trust and delivers better outcomes more quickly.

Messaging and SMS

Make it convenient for your customers to interact with you through their favorite apps.

Automatic Call Distribution (ACD)

Ensure calls are identified, prioritized, routed and transacted expertly, first time, every time.

Interactive Digital

Unified Communication (UC) and Collaboration

Access subject matter experts directly to quickly resolve customer issues.

Co-browse and Screen Share 

Co-browse and Screen Share 

Guide your customers to success through enhanced, personalized real-time service and support. 

IVR and Self-Service

Quickly get customers answers while freeing up agent resources.

Call and Screen Recording

Have 90-days of interactions at your fingertips for compliance and analysis.

Outbound Campaigns

Increase efficiency while complying with legal or regulatory requirements. Improve agent motivation.

Insights and Analytics

Quality Management

Support regulatory-compliant recording, analyze customer interactions, and manage staff coaching and training needs.

Reporting and Dashboards

Leverage out-of-the-box and customizable reports and dashboards to efficiently manage all resources.

Unified Communication and Collaboration

AI-enhanced Agent Evaluation

Use artificial intelligence to perform agent evaluations across all channel interactions for a more complete assessment without personal bias.

AI Insights/Voice of the Customer

AI Insights/Voice of the Customer

Analyze all customer interactions to better understand their needs and improve both the customer experience and your products.

Employee Experience and Assistance

workforce management

Agent Assistance

Use AI and KMS to provide real-time suggestions of helpful information to help resolve customer inquiries.

Agent Compliance

Monitor agent interactions in real-time to ensure customer interactions meet company guidelines.

Agent Improvement Solutions

Agent Development

Improve call center agent performance and engagement and optimize skills by scheduling and recommending relevant training.

workforce management

Workforce Management

Engage your agents and automate your Workforce Management.

Virtual Customer Assistance

self-service

Omni-Channel Self-Service

Enable customers to self-serve using the communication channel they prefer, including voice bots and chatbots, while shortening engagement times and creating higher customer satisfaction.

AI-Enhanced KMS

Get the right information to customers as quickly as possible based on their inquiries, in either video or document format.

Artificial Intelligence

AI and Natural Language Processing

Use conversational AI, advanced speech recognition, and speech-enabled IVRs to replace a menu-driven experience with a natural conversational interface.

Real-time Collaboration

Real-Time Chat and Voice Translation

Combine the ability to translate any language with bot capabilities and improve the customer experience by significantly reducing service times, while also cutting staffing costs.

Supporting Services and Integrations

Audio Branding

Maintain your company’s distinct identity by creating a consistent and memorable auditory experience for all callers.

Survey Management

Collect, manage and understand all interactions efficiently and effectively with powerful,  user-friendly survey tools.

APIs and Toolkits

Quickly add integrations with CRM, WFM, and any application with a standard API.

Integrations with Industry-leading Solutions

Advanced APIs and toolkits available in Enghouse CCaaS make it easy to integrate with an ever-expanding choice of applications and technologies. Choose from the extensive Enghouse portfolio and industry experts in UC, CRM, WFM, and more.

Microsoft Teams
Salesforce
Microsoft Dynamics 365
Freshdesk
Oracle Service Cloud
Oracle Siebel
ServiceNow
Teleopti
Verint
Facebook Messenger
Instagram Messenger
Viber
WeChat
WhatsApp
PCIpal
IBM Watson
Microsoft Azure Open AI Service
Google Dialogflow
Google Vertex AI

The increased readiness to migrate to the cloud is not least due to trends such as remote working and the digitization of customer service. Organizations need to switch to service delivery models that adapt to changing consumer preferences and demand shifts.

However, this transformation doesn’t have to be intimidating. With the right guidance and a trusted partner by your side, migrating your contact center to the cloud can be an exciting and successful journey.

Enghouse CCaaS

Enghouse CCaaS Pricing

Enghouse CCaaS – Standard

A voice-centric contact center
with advanced routing capabilities

$109 (USD)

Per Concurrent Agent Price

Enghouse CCaaS – Advanced

An omni-channel contact center
for the best customer experience

$139 (USD)

Per Concurrent Agent Price

Capabilities
Standard
Advanced
Voice/voicemail
Integrated Softphone
Chat
Email
Video
Callback (IVR and Web)
Self-service IVR
Reporting and Dashboards
Audio Recording
Screen Recording
Recording Storage90 days90 days
Supervisor Agent Assistance
Low-code Call Flow Design
Post Call Survey
Quality Management/Event Search & Playback
Quality Management/Agent Evaluation
UC Connectors
24/7 Support
API Access

Add Ons

Standard
Advanced
Social Messaging
SMS
Workforce Management
CRM Connectors
AI Insights/Voice of the Customer
AI-Powered Agent Evaluation
AI-Powered Agent Assist
Outbound Voice Campaigns
Outbound Digital Campaigns
PCI Payment – Agent Assisted
PCI Payment – Digital Self-Serve
Knowledge Management
Voicebots
Chatbots
Speech Analytics
Text Analytics
Real-time Voice Translation
Real-time Chat Translation
Audio Branding (Voice Recording Service)

Let’s get started!

 

Contact us today and we’ll help make the right CCaaS choice for your contact center.

Enghouse CCaaS
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