Traditionally, when selecting business applications, organizations feel restricted to a deployment model or deployment configuration, which often leads to them making compromises on feature and functionality. This directly impacts business processes and, in turn, customer experience.
What should matter the most is delivering the results your business, and its customers, require – and doing so without having to worry about how the business applications are deployed.
Enghouse (News - Alert) Interactive, which has a wide array of best-of-breed products and services, provides a convenient way for your business to do just that. The company enables contact center service providers, business process outsourcers, and enterprises to choose the best solutions to solve their most complex business challenges, drive revenue, increase customer loyalty, deliver a stellar customer experience, and reduce operational costs and churn. And it helps those customers scale and manage complexity as their customer interaction and customer experience management applications grow over time.
Here are some of the key, technologically advanced solutions – which can be deployed in either on-premises or private cloud configurations, served up in community or public cloud setups, or in a hybrid situation in any combination thereof – that Enghouse Interactive (News - Alert) offers to cater to the needs of businesses like yours.
Contact Center for Service Providers
Enghouse Contact Center: Service Provider (formerly CosmoCall Universe) is an all-in-one multi-tenant, multi-media, business continuity-enabled virtual contact center platform. It is ideal for business process outsourcers, large enterprise customers who want to deploy multiple disparate contact centers, and service providers that want to offer contact center in the cloud to their customers using a single hardware infrastructure.
Contact Center for Enterprises
Enghouse Contact Center: Enterprise (formerly Syntellect (News - Alert) CIM) is a highly scalable, multi-channel platform that enables enterprises to deliver a superior customer experience. The application has been optimized for virtualized deployments in private cloud, such as the Amazon Cloud (EC2), as well as hosted/IaaS, and hybrid cloud environments.
A suite of fully integrated on-premises, private, and public cloud-based outbound dialing and messaging capabilities, this solution offers true predictive dialing with inbound/outbound blending technology. It is employed for payment and appointment reminders, emergency alerts, credit card fraud notifications, and many other use cases.
Enghouse Knowledge Management Suite includes applications to deploy and administer knowledge base portals and online community forums. It allows users to quickly customize support sites, optimize articles, and gain greater business insight with powerful real-time reports and analytical tools.
Enghouse Communications Portal (formerly Syntellect CP) is an open, standards-based platform that combines the industry’s most complete support for IP communication. Its integrated application development and management components have been optimized for virtualized deployments in private, hosted/IaaS, and hybrid cloud environments.
Cloud Connector for CRM
Enghouse CTI (News - Alert) for CRM (formerly Syntellect CT Connect) for Salesforce and Oracle/Siebel allows service and support organizations to interact with their CRM systems during customer communications. To help enhance business processes and reduce call resolution times, it provides access to data and features for agents such as click-to-dial and screen pop capabilities.
Customer Interaction Quality Management
Enghouse Quality Management Suite (formerly CallRex) is designed to let organizations optimize their customer services and customer interactions. With tools to quantitatively and qualitatively evaluate agent performance, record and annotate voice calls with flexible recording options, capture screen activity, and more, QMS is a multi-site and multi-language solution that integrates with your existing contact center infrastructure.
With an ecosystem of contact center service providers, system integrators and tens of thousands of agents, handling millions of customer interactions daily worldwide, Enghouse Interactive’s flexible deployment model enables enterprises to select the best solution for a given business problem. And customers can be confident that the total solution will perform as required – regardless of where and how the technology is deployed.
So, whether your business is looking for a full contact center solution, an IVR, a knowledge management solution, or anything else that relates to the customer experience, Enghouse Interactive can meet your need. Enghouse Interactive brings together an industry-leading portfolio so it can be your one-stop shop for any solution you need to address the customer interactions aspect of your business.
To learn more about Enghouse Interactive’s Cloud and other flexible deployment options for contact center, visit www.enghouseinteractive.com or call us at 1-800-788-9733.
Edited by Alisen Downey