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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

Nottingham City Council
Enabling more agile, future-proofed customer service for Local Government with rapid implementation to deliver support for critical services.
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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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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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Brochures

Enghouse CCaaS Brochure (Contact Center as a Service)
An omnichannel cloud contact centre that delivers service excellence and supports your team in the hybrid world
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Quality Control and Customer Insight Brochure
Designed to help you control, maintain and improve the quality of your customer service.
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Enghouse SmartQuality
Deliver tangible improvements using AI-enabled Agent Assessments in your contact centre.
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Contact Centre Solutions
Enghouse Interactive Contact Centre solutions help organisations to better connect resources, expertise and tools.
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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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Infographics

Mapping the Future of Customer Communications
Infographic based on our research exposes the challenges and shortfalls in delivering a service that delights customers.
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Cloud Contact Centre Migration Infographic
Migrating your contact centre to the cloud doesn’t have to be intimidating with this step-by-step guide.
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Infographic The Future of Customer Service
CX has never been rated higher - customers demand immediacy, connectivity and simplicity in every interaction.
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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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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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Guides, Reports and White Papers

First-Contact Resolution Guide
This guide covers all aspects of First-Contact Resolution, including benchmarks, the best way to track and measure FCR, as well as other metrics.
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Is your business ready for the cloud?
Part 2 of our Cloud Contact Centre Guide series helps you evaluate exactly where your customer service currently stands – and what the potential is for improvement.
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Delivering the right knowledge at the right time
This guide explains more about how an effective knowledge management strategy can support customer service excellence.
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2022 Self-Service Analysts Study
Take a closer look at self-service in the UK. This guide by ContactBable covers AI, chatbots, IVR, speech recognition, virtual agents, mobile, social channels and more.
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Essential guide to digital transformation
How to digitally transform the customer experience, including ways of structuring programmes to unlock the benefits of digital CX.
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Guide to Cloud Contact Centre Solutions
Independent analyst report on the business drivers, technology, usage and market for cloud-based contact centre solutions in the UK
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Customer Communication - what is, and isn't, working
We polled the opinions of more than 100 IT professionals across the UK about the customer service landscape today.
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Customer Service Response Times Guide
Includes techniques to help hard-pressed customer service teams deliver fast, consistent, and accurate answers.
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Videos

Transform your business with Enghouse CCaaS
Always on the forefront of the CCaaS landscape, transform your business today with the future of contact centre solutions from Enghouse Interactive
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Customer Experience in the Metaverse
Can it really succeed in building meaningful relationships customers through effortless, personalised CX?
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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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