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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
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