Outstanding Customer Service Across All Channels

Contact centre solutions for SMBs

Outstanding Customer Service Across All Channels

One solution for all interactions

 

Today’s customers expect to communicate with organisations whenever they want, from wherever they are, via their preferred channel.

Enghouse Interactive’s Communications Center™ (CC) enables intelligent handling and management of all customer interactions. Ideal for small and medium businesses, Enghouse Interactive CC offers a single, fully integrated solution with a user-friendly interface.

Omnichannel queuing and skills-based routing ensure all interactions are identified, prioritised, routed and transacted expertly, first time, every time.

A modular solution, Enghouse Interactive CC includes omnichannel contact centre, operator attendant console, self-service IVR, call recording and quality monitoring. A range of additional components and integration tools means you can add functionality and scale as requirements and budget dictate.

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One Solution for all Interactions

Omnichannel queuing lets you route, manage and measure all interactions using one workflow engine. Seamlessly escalate contact channels for greater resolution or deal closing.

Boost First Contact Resolution

Matching and deliver each interaction to the most appropriately skilled agent available. Ensure customers get the response they need, first time.

Be Proactive

Managers, supervisors, and agents can view in real-time what is happening in the contact centre so that they can manage issues as they arise, before they impact service levels.

Wouldn’t it be great if you could guarantee every customer got through to the right person, with the right information, and resolved the issue, first time, every time?

Enhanced customer engagement with one solution for all interactions across all channels. Support for latest technology platforms and seamless integrations.
Contact Centre Options

Inbound or outbound, enable customer interactions across all channels. Deliver a superior whether customer contact you by phone, email, web chat, SMS, social media or video.

Self-Service Options

Offer self-service channels to automate or empower your customers to manage simple or routine tasks. Free up agents to focus on higher-value or more complex interactions.

Video Collaboration

Bridge the gap between online convenience and emotional connections and enrich your digital customer experiences with video. Enable real-time, secure ‘face-to-face’ communication.

Quality Control & Analytics

Monitor and improve your quality of service. Manage, evaluate, and coach your workforce. Reduce liability and achieve regulatory compliance. Use AI to gain actionable customer insights and optimise your customer experience.

Integrations

Streamline your contact centre and back-office processes. Integrate technology, information, communication, and collaborative capabilities to deliver a seamless experience to your customers.

Reception & Call Handling

Combine superior call handling features with rich directory and real-time presence information.

With tight integration to Microsoft, Avaya, and  Cisco, NEC platforms, we take advantage of best-of-breed voice communications technology to deliver exceptional contact centre functionality.

Related Resources

Our PBX-agnostic architecture gives you peace-of-mind for platform migration and confidence operating in a multi-platform environment.