Enghouse Interactive has been providing Contact Centre solutions to a wide range of industries for many years. The company has worked with major players across these industries to develop and refine the applications, tools and interfaces to meet industry-specific needs, and to ensure that the Customer Experience (CX) provided helps organisations exceed their customer’s expectations.
For inbound, outbound or blended service requirements, Enghouse Interactive Contact Centre solutions provide the reliability, flexibility, and resiliency that today’s organisations demand to serve their customers 24/7/365.
From dedicated centralised PBX’s deployed at a single site to disparate platforms networked together across regions or different countries, integrations needs are constantly evolving. Connecting a Contact Centre platform used to be a long and complicated process. Today, using open standards and an applications architecture, Contact Centre can be quickly deployed and operationalized with minimal disruption. Improved efficiencies, advanced capabilities and industry-specific applications can be added with minimal effort and cost.
With the unparalleled global growth and adoption of Microsoft Teams by organisations of all types and sizes across all industries, Enghouse Interactive has developed a simplified and certified integration process so that organisations can benefit from the intuitive and user-friendly Microsoft Teams interface to collaborate anytime, anywhere, on any device.
The rapid adoption of work-from-home scenarios for agents, back-office staff, subject matter experts (SMEs), and management as a result of the pandemic as clearly demonstrated the need to be adaptable and resilient regardless of industry. Customers will always expect great service, no matter where they or the contact centre agents may be located.
At the same time, customers also expect easy access via digital communications channels. Inbound communications are increasingly digital whether from the customer’s mobile device or engaging with your web site. These expectations ensure that proactive outbound communications from your organisation which keep these customers up-to-date by way of digital communications, audio messaging or both, will be well received.
Regardless of what technology is currently in-place, we can facilitate the migration to the cloud – either as a complete one-time migration or in phases. If your organisation needs to extend the life-cycle of your existing technologies, we can deploy new services exactly when, where and how they are needed… using a hybrid approach, or by adding onto the on-premise equipment. Each has its advantages, so you can decide exactly how you evolve your services for the future while optimising your mix of Capex investments and Opex spending.
As Teams quickly evolves, it enables organisations to intelligently manage all contact centre interactions. Download this ebook to learn how it helps businesses drive revenue, increase agent engagement and tracks productivity.
Explore the benefits of migrating from an existing on-premise based contact centre to the cloud. With built-in resiliency and business continuity, along with easy deployment, it provides the operational flexibility needed to meet customer expectations – today and tomorrow.
Customers tell you what matters. At each touchpoint along the customer journey. Hear ‘The Voice of the Customer” by voice, video, SMS/text or on social media, whether dealing with agents or with Self-Service. Listen Intently. Act Quickly.
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