Consulting Practises

Enghouse’s AudioBranding Practice helps organisations create a recognizable audio brand that will become as familiar as its visual brand for customers who interact with them through their IVR’s, voicemail prompts, seasonal or promotional messaging, and web applications.

Leveraging our professional writers, voice talent, and high-quality recording studio ensures the best possible auditory experience and maximises overall audio clarity for ease of understanding and comprehension.

Capabilities Include: persona development, prompt writing, high-definition audio production, language translation, and context and cultural validation. AudioBranding relies on its voice actors that are experts in more than 32 languages, that are at ease designing the voice branding you need to meet increasing customer expectations for intuitive use and professionalism.

Enghouse’s Knowledge Management Practice ensures that organisations provide the right information quickly while delivering the best possible customer experience. It ensures that your organisation can provide 24/7 support to agents and customers through improved self-service and deflection of routine queries.

Knowledge Management identifies the source and underlying root cause of the most frequent inquiries – either when interacting with live agents or when using self-service. By assessing, enhancing, and updating available customer-facing information, Knowledge Management helps ensure that customer support costs are lowered by deflecting those repetitive queries to automated technologies while ensuring that any unique or complex issues are handled by an appropriately skilled agent.

Capabilities Include: Knowledge base development, implementation, operationalization, ongoing management, and optimisation (content and process) to ensure that information sought is delivered in the most effective way possible. Turnkey solutions and service bureau approaches can also be provided along with community forum development and management.

Enghouse’s Survey Management Practice helps organisations and research professionals collect and analyse quality customer data across various sources (web, phone, and IVR-based data collection) to accelerate the development and delivery of detailed actionable insights.

If your organisation already collects customer data or not, the Survey Management teams will come into your organisation, assess your current and future data collection needs, benchmark your current capabilities (if any), and provide guidance into the optimal way this information should be used to better differentiate your organisation and its services.

Capabilities Include: Simplifies or undertakes – on a service bureau basis – complex surveys without the need for adding in-house expertise or specialized resources. The turnkey services approach provides all advanced programming, integration(s), and reporting.

Enghouse’s Agent Improvement Practice optimises the implementation and use of momindum Agent Development and SmartQuality. Offering a choice of 2 complementary AI-powered solutions, this consulting practice helps accelerate the improvement of customer engagement and its success.

Agent Improvement helps organisations create, manage, and deploy AI-enabled tools that review and help optimise the customer’s interaction with agents across the customer journey.

By enabling the combination of video, voice, and screen-sharing, momindum Agent Development makes the creation and ongoing updating of training content very simple. By automating the creation of chapters, index keywords, and insert sub-titles (in English as well as other languages), it simplifies the process of delivering consistent training across your organisation, whether you operate locally or globally in numerous languages.

SmartQuality enables organisations to ensure that up to 100% of all agent interactions can be listened to and evaluated , based on a consistent set of standards, applied uniformly and consistently without bias or personal preference across the organisation.

Capabilities include: assessment of organizational agent development capabilities and gaps, immediate and longer-term recommendations and implementation programme. Can encompass the deployment and activation of agent development capabilities along with the option of ongoing support. Offered from the cloud, the implementation and optimisation of these capabilities are simplified and quick.