Contact Centre for Business

Implementing a multimedia contact centre solution does not need to 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 solution has the flexibility to meet your business and budget requirements from as little as 10+ seats. Deployed by over 4000 organisations across the world, Communications Center is one of the most popular contact centre solutions available today.

Communications Center v10.1

Enghouse Interactive’s Communications Center Version 10.1 is now available. To find out more about this new release and compare features to previous versions please visit the release highlights page.  

Release Highlights

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

Improving customer loyalty could be as simple as implementing an omni-channel contact centre 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 centre. And your agents will have what they need to be more helpful, more efficient and more motivated.

To meet customer demands for service anytime, anywhere, anyhow, contact centres need the capabilities of a sophisticated omni-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

  • Available in a Premise, Cloud, or Hybrid based solution
  • Resolve more calls in less time, increasing productivity
  • Offer customers their choice of communication method and ensure service is consistent across all channels
  • Achieve superior first contact resolution through intelligent skills based routing
  • Reduce abandonment rates, queues and call times by offering a Callback (queue placeholder)
  • Reduce agent attrition by providing the tools they need to achieve targets, minimise stress and expand their capabilities
  • Optimise staff resources with comprehensive reporting and automation of repetitive processes
  • Improve customer satisfaction through real-time interaction monitoring and coaching
  • Create loyal customers by providing agents with the right information, when they need it, to personalise the customer journey and resolve issues more effectively
  • Platform agnostic with tight integration to all key communications technology providers
  • Enhance your customer experiences with new native web engagement tools such as web chat, video chat, screen sharing.
  • Integrations with MAGic and JAWS for the vision impaired
Sandy-Helly Hansen

See it in action

Hear from Helly Hansen to see our they are using their contact center with Microsoft Office 365 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 centre. 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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It doesn’t matter what environment your contact centre is currently in.  Enghouse Interactive’s suite of contact centre options range from on-premise to cloud based environments to best suit your needs, now and in the future.

With our latest cloud based offerings, we have the ability to leverage your Microsoft Skype for Business Online and Office 365 to its full potential.

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Web chat is quickly becoming the channel of choice for customers compared to other channels of communication within a contact centre. Communication Center facilitates customer interactions that are instant, easy and convenient. No matter where on your website a customer goes, they can now have a consistent chat experience across all of your organisation’s web pages.

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Video chat is becoming an essential part of the live chat which helps businesses take customer experience to the next level. Whether your business is offering product support, conducting a demo or even providing medical advice, video chat adds a personal touch that builds trust and delivers better outcomes.

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If a customer is having a problem that is too difficult to diagnose or resolve over chat, the agent can now launch a page sharing session.

By using page sharing features, an agent can view the customer’s screen to guide the customer to complete their task. With Communication Center 10.1, an agent can even, in real-time, fill out forms with the customer.

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Top Tips for a Connected Enterprise

For many companies, the potential benefits outweigh the perceived risks, especially as Microsoft Skype for Business or Office 365 can be the catalyst that helps make the connected enterprise a reality. So how can businesses start to put in place the building blocks of the connected enterprise? Here are our top tips:

  • Connect your business so that everyone is part of the customer service offering
  • Learn from successful implementations
  • Assess the different migration paths and choose the one that’s right for you
  • Make sure you are using Microsoft Skype for Business and Office 365 within your skills-based routing engine
  • Create an effortless experience
  • Communicate with your customers and keep them informed
  • Build in actionable intelligence to your connected business
  • Collaborate to connect your enterprise.
Connected Enterprise

Our whitepaper outlines some of the top tips to avoid the pitfalls and capitalise on the opportunities of a connected enterprise.

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Communications Center Brochure

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