Professional services

What we do Features & Benefits Structured Disciplines

What We Do

Product Onboarding

Project delivery 2.0

Using the PMI project management framework as a foundation and layering in best practices from organizational change management and customer experience we’ve developed project management 2.0. Our delivery model reduces your risk and ensures faster operational adoption while meeting your expectations at each step along the way.

Consulting

Getting the most from your investment

Whether you’re looking to drive faster adoption of your new purchase, provide the best possible experience for your customers, or just skill-up your agents, our consulting services can help you maximize the value of your purchase.

Optimization

Personalized to your needs

In our highly competitive global economy, everyone is always looking for that edge. Our optimization services can help you uncover your system’s potential, build custom components to your specifications, or integrate with various plug-ins.

Features & Benefits

Optimize the value of your contact center purchase

Our consulting services can provide industry expertise to support your planning and goals for your contact center, while our design services can help design a best-in-class customer experience, and our training services can ensure your staff deliver on that best-in-class promise.

Minimize your operational risk & lessen the effort needed by your already busy staff

Changing operational systems always comes with some risk. Through combining our subject matter expertise and deep product knowledge with a best practice project delivery framework, our PS team can help minimize your risk and time required to implement our solutions into your operations.

Maximize smooth user adoption and minimize the productivity dip during change

Change is disruptive and can leave your operations in a performance dip extending well beyond the life of the project. Our change management best practices can help mitigate the challenges of adoption with our best practices for organizational change management and operational readiness expertise.

Promote your customer experience to their peers

Through embedding best practices for customer experience in our consulting, design, and implementation services, we can ensure that not only do we meet your customers expectations, but you also meet yours.

Do you want to ensure your contact center integrations are delivering their full value for your business?

As the world grows increasingly more complex, it gets more difficult to know if we are truly getting the most from our investments. Leveraging our years of experience in a wide range of environments our advanced services can provide advice on how to get the most our of your custom and 3rd party integrations and where AI and analytics can take you to the next level.

Optimizing Operational Capabilities

A structured set of core methodologies and services designed to help customers extract the most value out of their contact center infrastructure, applications, solutions, technologies, management tools and their customer data.

Customer environment analysis – review of their applications, capabilities and process gaps/flows
Execute the project and provide ongoing status updates
Develop Statement of Work (SoW), with objectives, deliverables, and estimated costs
UAT, cutover, go-live and documentation handover
Customer technical workbook and project kick-off
Customer sign-off
Develop project plan including governance, schedule, resourcing, RAID logs
Customer Experience interviews

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Cloud Migration Services

Enghouse Interactive Professional Services ensures a smooth migration using industry best practices.

Migrating operational systems to the cloud is a substantial undertaking. Using a combination of data migration tools and a staff of experts, Enghouse Interactive provides as frictionless a cloud migration experience as possible. Our focus is maintaining high quality interactions during the implementation and onboarding phases to achieve a smooth operational go-live and a faster time to value through the use of our software.

Structured Disciplines

Enghouse offers a complete range of deployment services that meet the needs of all projects. Each service noted below can be a part of each new installation project, or may be purchased on an as-needed basis. Enghouse Interactive will implement projects following ITIL processes, using a strict project management (PMP) approach.

With certified resources across the organization, projects are structured with specific milestones and have specific timelines and deliverables so that all projects proceed towards completion as seamlessly as possible. Each service follows a detailed process and produces a final report and includes implementation, if so required.

Design Services

• Use case and process discovery
• Application and development design
• Application integration design
• Call flows and scripts
• Design and process audits
• Design requirements documentation
• As-built documentation

Project Management

• Meeting coordination and facilitation
• Project plan and schedule management
• Internal and third-party delivery coordination
• Status reporting
• Project escalation management
• Customer relationship management

Implementation Services

• System architecture design
• Technical design documentation
• Product installation and setup
• System and telephony integrations
• Implementation and integration testing
• UAT and go-live support
• As-built documentation

Advanced Services

• Custom application/integration development
• Call flow development
• Advanced product configuration
• Application testing
• UAT and go-live support
• As-built documentation

Optimization

• Operational enterprise architecture
• Business process management
• Change management
• Governance and reporting
• Customer experience

Customer experience

• Custom application/integration development
• Custom product enhancements, plug-ins, and modules
• Custom reporting
• Custom product maintenance services
• QA testing

Your Voice Matters

We are committed to continuous improvement. If you have any concerns or feedback on how we can do better. Let us know.

In order to deliver the best experience for our customers, we need to hear from you, whether you have a specific issue you want to address or just want to convey some candid feedback – good or bad. Please contact your Customer Success Manager, or if you are unsure whom to contact, please contact Enghouse Customer Experience and one of our CSMs will give your request/feedback their immediate attention.

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Training and Development

Consulting Practices

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Ensuring Our Customers Get the Most Out of the Solutions We Deliver

Product Onboarding

Project delivery 2.0

Consulting

Getting the most from your investment

Optimization

Personalized to your needs

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