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Resources

A great source of information for customer experience case studies, best practices, videos and more…

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Case Studies

Fingal County Council
Local authority reduces average wait times to 19 seconds and gains increased visibility of performance and incoming call loads.
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ForHousing Case Study
Housing Association manages rising call volumes, supports new digital channels, and enhances the customer experience for tenants.
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Flogas Case Study
Building a robust and efficient customer service operation with Microsoft Teams and Communications Center.
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Mayo County Council
With Microsoft Teams in place, Mayo County needed to find a contact centre solution to integrate with it and to manage calls made within the Teams environment.
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Sovereign Housing
Sovereign, one of the UK’s largest housing associations needed to migrate all staff onto a single holistic contact centre and UC environment.
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Ascensos Case Study
Outsourcer uses intelligent routing and universal queue solutions to manage inbound communications for customers.
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Ascensos Case Study
Leading contact centre provider offers a competitive advantage to an innovative outsourcer by building a 'Contact Centre of the Future'.
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Broadacres Housing
Using the contact centre solution to become more agile, reacting to market changes and proactively deliver optimum customer service levels.
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BT Global Services
BT uses what it sells. A hosted solution needing no onsite hardware, BT Cloud Contact can be deployed in weeks and scaled in days.
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Cardiff Council
Realising their vision of providing a variety of communications options for citizens to get their questions resolved on first contact.
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Cargiant Case Study
A sophisticated contact centre with extended reporting capability from voice only to emails and to other communications channels.
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Connexus Case Study
One streamlined contact centre solution bringing cost savings and efficiencies across this community-focused rural housing group.
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Conwy County Borough Council
Easing the transition to a Microsoft Skype for Business environment while driving high-quality customer service.
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DTZ Case Study
One unified communications network that provides the functionality, power and high level of service that leading organisations demand.
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emh group Case Study
Helping tenants to resolve any issues and concerns they may have and providing the best possible customer service.
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Brochures

Contact Centre Solutions
Enghouse Interactive Contact Centre solutions help organisations to better connect resources, expertise and tools.
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Enghouse SmartQuality
Deliver tangible improvements using AI-enabled Agent Assessments in your contact centre.
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Real-Time Speech Analytics (RTSE)
Analyse agent and customer speech and provide live feedback to agents and team leaders about what, and how, is being said.
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CRM Connect
CRM Connect presents an opportunity for businesses to engage with their customers and prospects.
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Communications Center for Microsoft Teams
Bring your customers on a journey with Communications Center and Microsoft Teams
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Operator Console for Microsoft Teams
Combine our intuitive call handling interface with Microsoft Teams’ powerful unified communications capabilities.
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Enghouse Vidyo Product Overview
The highest quality and most innovative video interaction platform visually enables any application or idea
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Proteus Enterprise for Microsoft Teams
Gain maximum efficiency from your investment with this advanced call accounting application.
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Outbound Communicator
High performance, extraordinary flexibility and user-friendly operation for your dynamic outbound campaigns.
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Guides

Omnichannel Contact Centre Microsoft Teams
The Future of the Omnichannel Guide: how the platform will evolve to meet customer, agent and business needs.
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Empower the voices of your business
The voice channel still has its part to play and the potential to be the most authentic channel of them all.
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Infographic Migrating Microsoft Teams
Here are some factors to consider to effectively migrate the contact centre to Microsoft Teams.
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6 Housing Association Trends
Both tenants and new technology adoption are placing heavy demands on contact centres.
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6 Trends Transforming Housing Association Customer Service
How technology can help overcome challenges for housing associations.
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Contact Centre Playbook for Microsoft Teams
Extend the reach of your customer services operation to your whole organisation.
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Agent Wellbeing in The Hybrid World
Already a priority before the pandemic, the rise of hybrid working has made it even more challenging.
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Microsoft Teams Contact Centre ROI
Build a compelling business case for implementing Microsoft Teams within your customer service.
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Integrating Contact Centres with Microsoft Teams
How to improve collaboration and provide more efficient customer service.
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4 Factors to Consider When Migrating Your Contact Centre to Teams
Why planning is vital to your Microsoft Teams migration.
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Remote Contact Centre with Team Collaboration Tools
UK Survey Results: how effective are team collaboration tools in a customer-facing environment.
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A Quick Guide to Self-Service
A handy introduction to self-service, its benefits and the technologies that underpin it.
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How to Choose a Contact Centre Solution
Navigate through the process; with insights and input into how you can solve specific business challenges.
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Infographic: Contact Centre Snakes & Ladders
What will your contact centre be like in the future? Take on your contact centre’s strategic journey...
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Infographic: Telephony Still Matters
Why the voice channel should still be a vital part of your omnichannel CX strategy.
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Reports

Customer Experience Guide 2021-22
Digital channels and AI-based automation promise a lower cost of service but telephony still comprises 67% of inbound.
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Video Customer Contact Guide
New guide by ContactBabel looks the rapid rise of video as a channel for customer contact.
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Customer Engagement & Personalisation Guide
Use AI to deliver a hyper-personalised experience and improve emotional intelligence and empathy.
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AI-enabled Quality Assessments
Learn how consistent and objective AI-enabled agent quality assessment will optimise our contact centre.
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AI, Chatbots & Machine Learning Guide
Created for businesses looking to implement or extend their use of AI in the contact centre.
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UK Contact Centre Decision-Maker's Guide
Insight on remote working, digital customer experience, AI, omnichannel, technology, attrition and salaries.
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Guide to AI-Enabled Self-Service
How intelligent automated service (AI, IVR, speech, virtual agents etc.) fits into the customer contact mix.
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Cloud-Based Contact Centre Solutions Guide
The latest analysis and data around cloud-based contact centre issues and use from ContactBabel.
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Guide to Contact Centre Remote Working Solutions
Up-to-the-minute data on how UK contact centres are handling the pandemic.
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ContactBabel Inner Circle Guide to Voice of the Customer
Listen to the Voice of the Customer and turn data into actions that matter
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ContactBabel UK CX Decision-Makers’ Guide
How has the pandemic affected customer experience? See survey results from 200 UK organisations.
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White Papers

Call Accounting and Analytics
How to lower total phone bills by 10-30% while helping to increase employee performance.
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Moving From Listening to Action
How to bring together CX with business data and use AI in real-time to drive the actions that matter.
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Fuse AI and Agents to Drive Better CX
This Forrester paper examines the top three customer service trends according to #CX leaders.
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Videos

Jump Into the Cloud with Enghouse Cloud Contact
Considering migrating your customer contact platform to the cloud? We’ll help you make the right decision.
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The Benefits of A Microsoft Teams Contact Centre
Extend the reach of your customer services operation with the Enghouse Interactive for Microsoft Teams.
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Supercharge Your CX with The Right AI Approach
Where is AI is having the biggest impact in the Contact Centre?
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Transitioning Contact Centres to Microsoft Teams
Migrating from Skype for Business Online to Teams, we guide your contact centre every step of the way.
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What Is CRM Connect and How Can It Improve the Efficiency of Your Agents
Combining telephony with the rich customer data in your CRM system such as Salesforce instantly provides you with an end-to-end solution.
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Cloud, On-Premise, Hybrid or Hosted: Have It Your Way!
Alex Black, CTO at Enghouse Interactive looks at the range of services available at Enghouse to help companies minimise the risk of a transition.
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The Cloud Journey
Your Cloud Journey: the necessary stepping stones along the way; no matter if you are migrating from on-premise to the Cloud or moving from the Cloud back to on-premise.
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Secure in the Cloud
Alex Black, CTO, addresses security concerns surrounding Cloud infrastructures.
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Enghouse Interactive CTI Connect
CTI Connect removes the burden of telephony integration with CTI capabilities such as intelligent routing, screen pop, click to dial.
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Integration Between Microsoft Technology and Enghouse
The importance of the tight integration between Microsoft technology and Enghouse solutions
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