CustomerZone360 NEWS

Free eNews Subscription

Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support

By Tracey E. Schelmetic March 04, 2024

Customer experience solutions provider Enghouse Interactive (a unit of Enghouse Systems Limited) recently announced the launch of its next-generation artificial intelligence (AI) products. The new offerings – altogether called EnghouseAI – were added in order to "enhance contact center capabilities, improve agent productivity and provide unprecedented insights from customer interactions," said the company. The features were driven by the company’s advancements in natural language processing (NLP) and machine learning (ML), two technologies at the core of AI-driven customer support.

Enghouse Interactive, a publicly traded company headquartered in Markham, Toronto, offers contact center entities software and video technology to improve both the customer and agent experience. Customers use the company’s solutions to improve agent performance and deliver valuable operational and business insights drawn from customer support interactions.

The new features included in EnghouseAI include real-time assistance and translation, with EnghouseAI providing agents with personalized answers and guidance, including real-time language translation. In addition, coaching and summary features provide agents with real-time and post-interaction coaching, as well as automated summarization of customer conversations. Finally, automated agent evaluation and scorecards streamline agent evaluation processes, ensuring consistent and efficient performance assessments.

From a customer perspective, the new features offer voice of the customer (VoC) insights, allowing organizations to leverage EnghouseAI to transform customer engagements, regardless of language, into actionable insights. These insights highlight customer sentiment, identify business product or service gaps and reveal growth opportunities.

"We are very excited to introduce EnghouseAI, a solution set that directly impacts the most critical stakeholder for most companies—their customers,” said Ben Levy, Chief Technology Officer at Enghouse Interactive. “Our deep AI expertise ensures that all products in EnghouseAI have robust guardrails, safeguarding communication and data integrity."

Last month, Enghouse also announced that it had completed the acquisition of the Mediasite SaaS video recording and streaming business from Sonic Foundry, Inc.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Talkdesk Announces Generative AI Suite for On-Premises Environments

By: Tracey E. Schelmetic    4/11/2024

AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company's new generative artificial …

Read More

Verint Open Platform Integrated with Webex App Hub for Webex Contact Center

By: Tracey E. Schelmetic    4/11/2024

Customer engagement solutions provider Verint has announced an expanded partnership with cloud-based collaboration solutions provider Webex by Cisco t…

Read More

Colleen AI Launches Voice AI Solution for Multifamily Property Management

By: Tracey E. Schelmetic    4/10/2024

Online payment AI solutions provider Colleen AI recently announced the release of Colleen Voice, a voice AI technology enabling multifamily property m…

Read More

Emplifi Introduces 10 New AI Powered Solutions for Customer Care Automation

By: Tracey E. Schelmetic    4/10/2024

Customer engagement platform provider Emplifi recently announced 10 new AI-powered solutions designed to help social media marketing and customer care…

Read More

Aircall Releases Aircall AI in French, German and Spanish

By: Tracey E. Schelmetic    4/9/2024

Customer communication and intelligence company Aircall recently announced the launch of its Aircall AI solution in French, German and Spanish languag…

Read More