Bring your customers closer to your business

At Enghouse Interactive, contact centre solutions are the heart of our business. Above all, your contact centre is how you can differentiate your customer service, gain valuable feedback, and build customer loyalty.

With increasing demands from customers, companies require a communications platform that’s agile. Able to empower your agents to respond quickly and efficiently to customers on any channel, at any time. Capable of connecting customer interactions with to your business rules and providing actionable intelligence to drive ongoing improvement.

Our multichannel contact centre solutions offer choice and flexibility. Importantly, they are scalable in deployment, size, complexity and integration to ensure successful and effortless customer interaction, whatever your budget.

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.

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.

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.

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.