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

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Case Studies

Blackhawk Network (BHN) Case Study
“The Enghouse solution is delivering real benefits to our customers, making servicing interactions much easier.”
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Cyprus Airways Case Study
"Enghouse CCaaS has empowered us to streamline our operations, improve our efficiency, and provide the highest level of service to our passengers."
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Hitachi Energy Case Study
"We needed a solution that treated our global team as if they were all in the same room, making it easy to collaborate and meet the organisation’s needs.”
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Knowledge Management Use Cases
Are you benefitting from a dynamic knowledge base yet? Here are eight sector-specific knowledge management use cases.
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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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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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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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Reducing call abandon rates infographic
Your call abandonment rate reflects your service delivery. Typically, anything over 8% needs attention.
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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

Improving the agent experience
This new expert guide to improving the contact centre agent experience will give you some simple ideas you can put in place right away.
Exceeding UK Customer Expectations Report 2023-24
What do customers really want when they call? Download for valuable insights into the root causes of customer frustration in the UK.
Customer Experience in Utilities Guide
This guide sets out how utilities can re-connect with customers through the smart use of technology within customer service.
Local Government Customer Service
Technology is an investment, not a cost! A guide to transforming local government customer service technology for the digital age.
Utilities UK Contact Centre Report by ContactBabel
Explore the structure, growth, technology, HR, and commercial issues facing contact centres within the UK utilities industry.
Housing Sector Customer Service
Learn how technology underpins how housing associations operate and help meet the needs of customers and staff.
Guide to native integration with Microsoft Teams
This guide outlines the different integration options available and what to look for when choosing the best approach.
Key contact centre trends to focus on now
How can companies transform their contact centres to thrive in this era of instability?


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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