Enghouse’s advanced interaction-handling capabilities help route your customers to your front-line workers and the Microsoft Teams shared workspace lets them effortlessly engage back-office experts, to provide the best resolution available for each call.
Enghouse Interactive has become one of the first to have passed certification under the “Microsoft Teams Contact Center Certification Program”. This certification is a mark of quality providing customers with the assurance that our solutions have been tested and shown to provide the quality, compatibility and reliability expected from Microsoft solutions.
Communicate more effectively
Leverage a single, powerful platform to manage all communications
First call resolution
Reduce average call handling times by up to 15 seconds by screen popping customer CRM records
Speak to the right person
Advanced routing to appropriate Team or personnel first time
Reporting and visibility
Monitor, track and build actionable intelligence to improve outcomes
Click on the video to watch a short 5 minute demo of the Enghouse Interactive Communications Centre integrated with Microsoft Teams.
Alternatively, you can watch the full demo by clicking the button below.
The transition to Microsoft Teams has been rapid, driven by both the pandemic – and with the ensuing mass move to homeworking.
Download our latest playbook for a detailed list of CX technology that integrates with Microsoft Teams.
Whether you’re an existing Skype for Business user, or using another PBX, or recently migrated Teams user. We can offer a certified Connect & Extend integrated contact centre on Microsoft Teams, that allows your critical front-line staff to collaborate seamlessly with the rest of the organisation.
“The combination of Enghouse and Microsoft Teams is a game changer for Mayo County Council. It has taken our customer service to a whole new level”. We believe our customer service has jumped forward a generation, “well, that’s the way we feel”. The staff and customer satisfaction is a testament to this.”
Danny O’Toole - Head of Digital Transformation
"The tight integration between Microsoft technology and Enghouse solutions plays an important role in facilitating and simplifying the migration experience for customers - and their resulting collaboration, communications and productivity gains."
"The new contact centre solution gives us the ability to improve turnaround times for customer queries and interactions and reduce the cost of our customer engagement more generally. The reporting capability has provided greater insight into our contact centre performance and visibility over the volume of calls we deal with everyday, which in turn has helped us to drive down costs."
Brian Gahan, Head of IT - FLOGAS
Today’s customers want a choice of ways to interact with businesses and are increasingly using a range of digital channels – a trend accelerated by the pandemic. Equally many customer journeys are now more complex, involving multiple channels across the same interaction.
Companies must therefore be able to deal with an expanding number of contact channels, all while delivering an omnichannel experience – joining up channels so that customers receive faster, more effective responses to their queries.
To help deliver this efficient, high-quality service, businesses are increasingly implementing Microsoft Teams. This brings greater collaboration, communication and agility to their contact centres, across multiple channels from chat and voice to social media, email and video and providing a strong foundation to build an omnichannel future.
This guide explains how the platform will evolve to meet customer, agent and business needs moving forward. Fill the form to download.
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How Will Contact Centres Transition?
Whatever stage you are at within your Microsoft strategy Enghouse has the expertise, referenceability and journey mapping to help you transition from Skype for Business to Teams. Enghouse can guide your contact centre every step of the way.
Mayo County Council’s agents are handling 30-40% more calls since implementing Enghouse Interactive Communications Center. Find out how the local authority has streamlined its service offerings and successfully drives public engagement and interaction.
Flogas Ireland built a robust and efficient customer service operation with Microsoft Teams and the intuitive, easy to use Communications Center platform. Mobilising 130 contact centre agents within days without impacting customer experience.
Maximise agility with omni-channel interactions leveraging Skills-Based Routing using customer data and agent skill rankings ensures that all queued interactions are routed to the agent best able to deliver a positive customer experience.
Watch the video to gain insight into Landmark Information Group migration journey with the Enghouse Interactive contact centre technology from Lync, to Skype for Business and now to Microsoft Teams.
Head of IT Technologies shares the journey Flogas Ireland undertook to Microsoft Teams and the Enghouse contact centre during lock-down last year. Highlighting critical success factors and learnings from the journey.
Our technical experts provided a demonstration on how the Enghouse Interactive Microsoft certified contact centre works with Microsoft Teams works. In this session – How does an Enghouse contact centre with Microsoft Teams work?
On this webinar our contact centre Microsoft Teams experts highlighted what considerations to take when migrating to Teams. In this session – Factors to Consider when Migrating your Contact Centre to Microsoft Teams.
On this webinar The Future of an omnichannel contact centre with Microsoft Teams. We took a look at how a true omnichannel solution can be critical to the success of any organisation, regardless of channel of choice. With a demo of our virtual assistant.
Enghouse Interactive is a leading expert in customer communications. The contact centre is at the heart of your business, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty.
With over 25 years experience, across industries served, our communication platform is agile enough to efficiently respond to customers from any channel, while providing actionable intelligence to drive ongoing improvement. Our unique omnichannel 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.