Market Strategy & Customizable, User-friendly Contact Center Solutions Cited
Frost & Sullivan, a leading global research firm, has recognized the Enghouse Interactive Division of Enghouse Systems Limited (TSX:ENGH) with the 2015 North America Frost & Sullivan Award for Price/Performance Value Leadership.
“We were impressed with how Enghouse’s Contact Center solutions compared with the competition, and especially that it matches 90% of the functionality of a leading competitor’s product at 50% of the price,” said Nancy Jamison, Principal Analyst at Frost & Sullivan.
Based in Mountain View, California, Frost & Sullivan presents the award to companies that develop products that best suit market and client needs. The award lauds price competitiveness, features, ease of use of the product and service effectiveness of the recipient company.
The award, announced February 3, followed Frost & Sullivan’s exhaustive analysis of the global contact center market. In September 2015 the firm awarded Enghouse Interactive with its 2015 European Hosted Contact Center Price/Performance Value Leadership award.
This recognition is another milestone achievement for Enghouse Systems. In December 2015, the company reported a 27.0% revenue increase to $279.3 million for the fiscal year, compared to revenue of $220.0 million in the previous fiscal year, marking a record year for the Company.
“We are honored to receive such high praise from one of the industry’s foremost authorities,” said Ernie Wallerstein, Enghouse President for the Americas. “Our continued success is a direct result of our relentless drive to provide organizations of all sizes, in all markets, with the tools to maximize the value of each customer interaction.”
Enghouse Interactive offers an array of contact center solutions that support any telephony environment, on premise or in the cloud. These solutions are tailored to the needs of different business segments and are developed to ensure a positive return on investment and low total cost of ownership.
“The company’s solutions are designed and developed to ensure quick installation and ease of use,” added Jamison. “Being telephony platform-agnostic, these solutions also can easily fit into existing environments, providing added value for customers.”
Enghouse Interactive develops and sells a wide range of customer contact solutions designed to enhance customer service, increase efficiency and improve person-to-person communications across the enterprise. The company maintains four suites of products to address specific line segments:
- Communications Center, targeted as the mid-market solution focusing on omni-channel communications, ranging from 10 to 500 seats.
- Contact Center: Enterprise, a high-scale, high-reliability solution for multi-location environments with up to 10,000 seats. The architecture provides numerous options to protect against site, hardware, or network failure, with continuous transparent operation.
- Contact Center: Service Provider, a multi-tenanted cloud solution for carriers that market contact center solutions in the cloud or enterprises seeking a multi-tenanted private cloud solution.
- Operator Consoles, designed for organizations looking for high value, person-to-person exchanges with every interaction. They can be deployed in the cloud, on premise, or in a hybrid model across many leading telephony and UC environments.
Enghouse’s strategy of offering products faster than the competition translates into significant investment in portfolio enhancement. To this end, in December 2015 the company acquired CTI Group (Holdings) Inc., an international provider of electronic invoice processing and management, enterprise communications management software and services, and carrier-class Voice over Internet Protocol (VoIP) management applications.
In another notable move, Enghouse acquired Zeacom to better address the Microsoft Lync (now Skype for Business) market. The relationship and deep integration with Microsoft has led to over 400 contact center and operator console deployments in Skype for Business environments.
“Enghouse believes that functionality alone will not give the competitive edge that customers seek,” observed Jamison. “It goes the extra mile to deliver modules that allow customers to expand easily and gain new functionality when needed. Its modular solutions also guarantee greater ease of deployment and flexibility for customers.”
Enghouse Interactive has dedicated regional consultants, professional services, training and support teams working with customers and partners to ensure that projects are defined, designed and deployed efficiently.