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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

Quality Control & Customer Insight Solutions
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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Enghouse Vidyo Product Overview
The highest quality and most innovative video interaction platform visually enables any application or idea
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Guides

Customer Service Response Times Guide
Includes techniques to help hard-pressed customer service teams deliver fast, consistent, and accurate answers.
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Cloud Contact Centre Guide
Moving customer experience centre stage. Are you ready to move to the next level in customer service?
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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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Customer Digital Self-Service Guide
The Value of Customer Self-Service in the Digital Age: tips on how to deliver business ROI thanks to web self-service.
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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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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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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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Reports

2022 UK Contact Centre Decision-Makers' Guide
The largest study of UK contact operations full useful contact centre metrics and performance benchmarks.
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Agent Engagement & Empowerment Guide
Top tips on reducing attrition, improving first-contact resolution (FCR) rates, and boosting customer experience.
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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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Agent Wellbeing Research Report 2021
A closer look at issues faced by contact centre agents and how they impact their motivation.
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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

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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