On Premises Contact Centre Software

A Robust On-Prem Contact Centre Software that is Safely under your Control

To suit your regulatory requirements or simply your preferences

Enghouse’s On Premises Contact Centre Software is suitable for organisations for whom Cloud is not an option. Operating preferences or governance (based on geography, jurisdiction, industry regulations, etc.) can make an On-Prem Call Centre mandatory, or preferable – most often based on a need for security, data sovereignty, or control. Deploy Enghouse On-Prem Contact Centre software locally on a centralised node or globally with a multi-node architecture, integrate with a single or multiple PBXs or UC solutions as required. And for those with on-prem requirements for only some aspects of the call centre, such as call recording, Enghouse provides the flexibility of a Hybrid model, with some aspects of the contact centre on-prem while others are in the cloud.

This omnichannel contact centre Software offers a rich feature set and outstanding reliability, to ensure a superior customer experience (CX) for every engagement. Seamlessly channel all communications including inbound and outbound voice, voicemail, email, SMS, webchat, social media, and video, providing customers with a journey that effortlessly meets all their needs and delivers optimal satisfaction.

Our flexible and highly intuitive user interface has instant appeal for Agents and Supervisors, ensuring that onboarding new users is never burdensome. Deploy a standard user template or empower managers and administrators to easily tailor functionality to meet different skills and needs.

Further elevate your CX delivery by leveraging the contact centre industry’s most comprehensive CX portfolio to maximise productivity and effectiveness with Enghouse’s strongly CX-focused Artificial Intelligence, recording and quality management, CRM integration and automation, workforce management (WFM) integration – and much, much more.

Looking for something different? Find out more about the different deployment choices for your contact centre.

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Advantages

Enghouse On Premises Omnichannel Contact Centre Software

Flexible Deployment Models

Organisations whose operations or governance (based on geography, jurisdiction, industry regulations, etc.) make an on-prem contact centre mandatory or preferable. Or deploy some aspects in the cloud and keep others on-prem in a Hybrid deployment

Field-Hardened for Unmatched Reliability

Build on over 40 years of experience, the on-prem contact centre software is backed by years of deployments and unparalleled support to deliver the industry-leading resiliency and flexibility needed to serve customers with confidence 24/7/365

Premium Data Privacy and Security

Data privacy and security are critical deliverables for Enghouse. As well as being ISO-27001 certified, we support our customers in compliance with SOC2, HIPAA, PCI-DSS and regional regulations such as GDPR and CCPA

Practical, CX-Focused Artificial Intelligence

EnghouseAI is mindfully developed specifically for the contact centre, including Virtual Agents, Knowledge Service, Transcription, Voice of the Customer (VoC) insights and more

Fully Featured Omnichannel

Offer customers their channel of choice, and track multiple interactions as a single journey where appropriate, with agents getting full visibility of all activity and history across every channel

Native Microsoft Teams Integration

A gold Microsoft Partner, Enghouse delivers tightly integrated Microsoft contact center functionality as part of the elite Microsoft Technology Adoption Programme (TAP)

Adaptability and Scalability

Easily grow to over 10,000 agents, add or reallocate agents as needed to meet seasonal needs. Manage skills-based agent flows with ease, regardless of where they are deployed

Premium Business Intelligence

Customisable, real-time dashboards track queue and agent status across all channels. Detailed or summary performance and activity reports ensure decisions can be based on accurate, relevant data

CRM and Back-Office Integration

Out-of-box integration with best-of-breed CRMs such as and Microsoft Dynamics Salesforce or custom integration to other third-party or proprietary back-office applications

Features and Benefits

Top Benefits of Enghouse On-Premises Contact Centre

Overall Improved Customer Experience

Increase your customers’ satisfaction with comprehensive channel and language choice, 24x7x365 self-service, faster and more consistent and accurate responses, and diligent action on customer insights

Increased Productivity and Performance

Use AI-enabled Automation to better support agents, improving performance and satisfaction by automating self-service, offering proactive customer responses, and facilitating coaching

Improved Planning and Executive Engagement

Manage contact centre teams and operations, identify trends, and proactively manage upwards with flexible, fully customisable business intelligence that provides an accurate view of both activity and performance

Deliver Outstanding Service Across Voice, Chat, Email, SMS and more

Offer customers the channels they are most comfortable using, and track multiple interactions as a single journey where appropriate, with agents getting full visibility of all activity and history across every channel

Improve Efficiency and Agent Satisfaction with CRM and Back-Office Integration

Increase productivity and performance and save on screen real estate by automating agent look-up and write-up processes in third-party applications.

Personalised Interactions and Enhanced Engagement with Video

Improve engagement, minimise conflict with video escalation. Agents or customers can see what they’ve been hearing, deliver visual instructions or clearly demonstrate via the next best thing to face-to-face.

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Manage and Secure your Call Centre Data and Infrastructure within your own Environment