Contact Centre and Customer Service Solutions

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Communications Center

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Bring your customers closer to your business

Enghouse Interactive is a leading expert in customer communications. At the heart of our business is the contact centre, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty. With increased demands from customers, companies require a communications platform that’s agile enough to quickly and efficiently respond to customers from any channel, at any time; connecting them to your business rules, whilst providing actionable intelligence to drive ongoing improvement. Our unique multichannel contact centre solutions offer choice and flexibility. They are also scalable in deployment, size, complexity and integration to ensure successful and effortless customer interaction, whatever your budget.

Contact Centre

Helpdesk

SEATS 5+

On Premise
Ideal for helpdesks looking to reduce costs and leverage Unified Communications
Highly cost-effective solution to extend UC with call centre functionality

Business

SEATS 20+

Cloud/On Premise
Ideal for mid-size organisations looking for an out-the-box cost-effective all-in-one multimedia contact centre
Wizard-driven solution which is easy to use and is rapidly deployed

Enterprise

SEATS 100+

Cloud/Hybrid/On Premise
For organisations requiring advanced capability and customisation, which is highly available and can be used within distributed environments
Enterprise level solution with extensive integration and resilience

Service

SEATS Unlimited

Cloud
For service providers and shared service centres, looking for a complete multi-tenant contact centre solution, which is highly scalable with shared architecture
Create your own cloud contact centre offering from one platform

Dramatically reduce costs by empowering your customers to self-serve

Self-service is a key and increasingly important part of an integrated customer experience. A significant number of customer requests are for simple issues such as password resets, order status enquiries or directory assistance. Nearly all of these requests are ‘self-service’ interactions that can be handled without the need for live assistance. Our solutions empower customers to self-serve through a wide range of speech recognition, touch tone, web, forums and mobile options which are quick to implement, powerful, and extremely cost-effective.

Self Service

Interactive Voice, Mobile Response

Tools to create your own IVR Scripts
Design or integrate with a mobile app to create easily changed navigation flows
Development platform or pre-built IVR applications

Knowledge Management and Forums

Allow customers & employees to find answers through FAQs or user/agent forums
Reduce costs and improve self service capabilities
Customisable cloud based platform

Proactive Outbound, Multimedia Call Back

In-queue announcements and call back options
Keep customers informed with confirmations across any media
Cloud / Hybrid / On Premise as part of your contact centre suite

Offer VIP Service to your customers using Operator Consoles

With over 25 years’ experience developing the world’s most widely deployed console solutions, we understand the crucial role receptionists and operators play in providing callers with an exceptional first impression of your business. By combining superior call handling features with rich directory and presence information, our console solutions enable receptionists and operators to quickly, professionally, and efficiently manage and dispatch interactions to the correct person within an organisation. Whether you need a receptionist to provide professional caller service, or a multi-site, multi-tenant, multi-language interaction handling service in a highly complex environment, we have the solution, experience and expertise to meet your requirements.

Operator Console

Helpdesk

Ideal for helpdesks looking to leverage multimedia capability with Unified Communications
On Premise

Business

Ideal for mid-size organisations looking for a cost effective out-of-the-box solution with desktop Client with ACD, CTI functions
Cloud / Hybrid / On Premise

Enterprise

For organisations requiring a consultative, sophisticated, multi-tenant scalable solution
Multi-location / Cloud-Based

Phone Applications

Emergency broadcasts
Phone lock
Assistant functionality
Office administration
Provisioning

Continuously view, monitor and improve performance

To help organisations provide consistent quality of service, while remaining profitable and efficient, Enghouse Interactive provides a range of quality, workforce and business optimisation tools. These tools enhance operations, ensure high quality customer service, resolve customer disputes, achieve regulatory compliance, accelerate employee training, and increase workplace productivity and security. All solutions are highly scalable and modular, enabling you to choose the level of complexity that meets your requirement for continuous performance improvement.

Quality

Call / screen recording

Ideal for organisations looking to record or monitor agents or employees anywhere within the business from reception, the finance team, a help desk, right through to the contact centre.
Improving customer service, resolving customer disputes, meeting legal requirements such as PCI compliance.
Cloud / On Premise

Agent / Service Evaluation

For organisations looking for simple tools for supervisors to provide actionable feedback, or for surveys to quickly capture customer feedback on overall customer experience.
Coach and train staff to address performance and increase employee productivity.
Cloud / On Premise

Real-time speech analytics

Suited to any business selling services over the phone. Looking to analyse agent and customer speech to provide live feedback to agents to adjust whilst call is in progress.
Drive regulatory compliance and sales effectiveness with real-time capabilities.
Cloud / On Premise

Workforce management

For organisations looking to manage staff with automated handling of admin tasks, forecast demand across multiple channels and create optimal schedules that meet demand.
Develop accurate and insightful reports and improve your overall customer service operation.
Cloud / On Premise

Connect your people, processes and systems for greater efficiency

Connecting your entire business together and having information at your fingertips accelerates the time-to-market and time-to-revenue of your customer activities. Effectively maintained contact data within the corporate environment underpins the success of an increasing number of strategies and initiatives, helping to realise and maximise benefit from the implementation of an integrated data strategy and management. Enghouse Interactive offers both the development platform and integration tools not only to third party CRM or directory systems, but to IP, PBX and TDM networks.

Integration

CTI Connect

For application developers and systems integrators looking to create voice self-service, contact centre and unified communications solutions for IP and TDM networks.
To dramatically lower cost by providing out-of-the-box integration with all major communications systems.

CRM Integration

For organisations looking to integrate third party CRM information with contact centre technology, linking the call with customer data to personalise customer interaction.
Giving agents a 360 degree view of the customers offers a more personalised service, improving customer satisfaction and loyalty.

Directory Integration

For organisations requiring a simple integration of disparate directories or a complex data integration project across multiple platforms, systems and locations.
Share and maintain contact data within the corporate environment to enable your entire business to be connected.

What our customers say

David Gilfillan
IT Director, Ascensos

Mark Birch
Head of IT, Broadacres Housing

Gavin Hitchcock
Head of ICT, Futures Housing Group

Sam Francis
Customer Relationship Manager, Landmark Information Group

Jasbir Singh
Managing Director, The Direct Travel Team

Zinc Group

Dougie McManus
CEO, Zinc Group

Go to Case Studies >

News

Enghouse Interactive Signs Partnership Agreement with converse360

Enghouse Interactive and converse360 sign strategic alliance to deliver conversational service automation and AI technology within Communications Center. Read more...

Enghouse Cloud and Communications Center support advanced integration with MS Teams

Enghouse Systems Limited (ENGH.TO) is participating in the Microsoft Teams Connected Contact Centre certification program and now offers cloud and on-premise contact centre options for Read more...

MJ Flood Technology and Enghouse Interactive Announce Partnership

Dublin based ICT solutions specialists MJ Flood Technology and leading supplier of solutions for customer communications Enghouse Interactive announce partnership to deliver cutting edge Unified Read more...

Dialogic's Software Business Expands Enghouse's Product Portfolio

Enghouse Systems Limited (TSX:ENGH) announced today it has acquired Dialogic Group Inc. for a purchase price of approximately $52.0 million, subject to certain adjustments. Based in Parsippany, New Read more...

Acquisition Expands Enghouse Contact Centre Presence in France

Enghouse Systems Limited (TSX:ENGH) announced today it has acquired Eptica S.A. which is based in the Paris suburb of Boulogne, France. With trailing annual revenue Read more...

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