Contact Centre for Business

Implementing a multimedia contact centre solution need not be a complex and expensive project. Whether you require a simple phone support helpdesk or a sophisticated multimedia solution that can cope efficiently with large numbers of inbound and outbound contacts, by email, fax, web chat, SMS or phone, our Contact Centre has the flexibility to meet your business and budget requirements from as little as 5+ seats

Deployed by over 4000 organisations across the world, our business solutions one of the most popular contact centre solutions available today.

Release Date: July 2017. The latest version of Communications Center reflects our commitment to empowering the agent and providing organisations with the choice and control they need to extract maximum value from contact centre operations. To find out more about this new release and compare features to previous versions please visit the release highlights page.  

Latest release

A better way to look after your customers – at the right price

Improving customer loyalty could be as simple as implementing a Multi-Channel Contact Center solution. It might also be significantly cheaper than any other business initiative you’re considering.

You’ll make customers happier with less waiting, less frustration and less dissatisfaction, whether you have a simple phone support helpdesk or a sophisticated multi-channel call center. And your agents will have what they need to be more helpful, more efficient and more motivated.

Over half of all contact centres in the UK are under 50 seats, but that does not mean they are simple, voice only deployments.

To meet customer demands for service anytime, anywhere, anyhow, they need the capabilities of a sophisticated multi-channel contact centre but at a fraction of the cost.

Our business solution is a modular solution comprising multimedia contact centre, attendant operator console, IVR, call recording, quality monitoring and a range of additional components and integration tools, so you can add functionality as requirements and budget dictate.

Our business solutions works on Avaya, Cisco, NEC and Microsoft.

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Benefits

  • Easy to use and implement
  • Answer more calls in less time, increasing productivity
  • Reduce agent attrition by providing the tools they need to achieve targets, reducing stress
  • Optimise staff resources through comprehensive reporting and automation
  • Achieve first contact resolution through intelligent routing to the most skilled agent
  • Improve customer satisfaction through real-time interaction monitoring and coaching
  • Offer customers their choice of communication method and ensure service is consistent across all channels, while giving agents variety
Sandy-Helly Hansen

See it in action

Hear from Helly Hansen to see our they are using their contact centre with MS Lync to connect their operations

“

The Enghouse Interactive solution is already enabling us to establish much greater control over the call management and call routing process. It has armed our customer service staff with a much greater understanding of the nature of calls. It’s already
beginning to streamline the whole call management process.

Helly Hansen

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Respond to customers faster and easier – no matter how they contact you

Improving customer loyalty could be as simple as implementing a Multi-Channel Contact Centre solution. It might also be significantly cheaper than any other business initiative you’re considering

If your call centre isn’t equipped to efficiently manage email, chat, SMS and social media, your business is missing out on valuable opportunities. Customers love it when you can accommodate their preferred communication channel.

Our business solution Multimedia Queuing lets you route, manage and measure all types of contacts using one workflow engine. Functionality that was previously only available for phone calls, such as skills-based routing and real-time reporting, can be applied to popular new media such as chat and social media.

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Increase first call resolution, lower abandonment rates, boost revenue and make your call centre a happier place. World-class customer service begins with our Workflow Engine.

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Turn your contact centre into a profit center. Agents can ‘click to dial’ during off-peak call periods and reach out to your customers. Outbound calls can lift sales, promote special offers and check up on customer satisfaction.

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Get the insight you need to lift service standards and make your resources go further. Using out-of-the box and customised reports you can understand and optimise customer service centre performance.

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Whether you have an Avaya, Cisco, NEC or Microsoft Lync voice platform, our solutions allows you to mitigate risk and provides you with the freedom to chose the platform that’s right for you, without having to give up full-featured contact centre functionality.

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Communications Center Brochure

The Evolution of the Contact Centre

Contact Babel Contact Centre Decisions Makers Guide