Omni-Channel Customer Engagement Article

A contact center solution no longer just means call support; it has to provide comprehensive end-to-end services capable of addressing today’s omni-channel environment. The new 2016 portfolio of Enghouse Interactive’s omni-channel, unified communications (UC) and PBX (News - Alert) agnostic solutions delivers next generation services that improve the customer journey while getting the most out of every business interaction.

Enghouse (News - Alert) Interactive develops comprehensive customer interaction management solutions for contact centers. The company creates technologies that can be deployed on premises or in the cloud, such as attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions with support for any telephony environment.

The improvements for the 2016 version of its solutions cover: Communications Portal 10 (CP); Communications Center 2016 (EICC); Contact Center: Service Provider 7.2 (CCSP); Contact Center: Enterprise 9 (CCE); and Quality Management Suite 2016 (QMS).

According to the company, one of its goals was to deliver on the low total cost of ownership (TCO) the contact center market place is looking for, in addition to omni-channel capabilities, alignment with major UC platforms and PBX networks, support for desktop, mobile and other endpoints while ensuring quality customer journey.

"These latest updates to our software and services deliver a best-in-class customer journey with an exceptionally low TCO," said John Cray, Vice President, Product Management, Enghouse Interactive. "As we continue integrating our portfolio into a unified suite, our overarching objective is to provide the tools for organizations to maximize the value of the customer's entire interaction with a business, across every communications channel."

The system improvements for the 2016 new releases are:

CP 10 – Provides self-service option for mobile customers with a mobile or web visual interactive voice response (IVR) that integrates with the company’s contact center technologies for interaction queuing and reporting if a mobile call, callback or chat is required.

EICC – Is a contact center solution for customer interaction in UC and PBX environments, including vendors such as, Cisco (News - Alert), NEC, Avaya, and Skype for Business. The platform can shift from IM to voice, video or collaboration with key metrics embedded for evaluating performance within the contact center for agent quality evaluation, scores, recordings, team and individual goal setting with easy to view graphics to display the results.

CCSP version 7.2 – Brings the TouchPoint admin module so service providers can offer customization options to establish new application widgets and specific integrations. It also adds functionalities to Skype (News - Alert) for Business, including presence information allowing agents to call or transfer calls, contacts and simplifying more collaboration between the front and back office.

CCE 2016 – Has been improved to extend the customer service experience for enterprises with multi-language spell checking in email, webchat conferencing and hierarchical wrap-up codes with scheduled follow-ups. The outbound capabilities have been upgraded with agent predictive dialing and automated proactive notifications through email or SMS text.

QMS – As the recording, evaluation and quality analytics solution, the new release has features to make better searches and reports based on any contact center information. The new framework has new redundancy option for servers and networks, while supporting recording and screen capture for endpoints, including Cisco Jabber and VDI-enabled desktops leveraging Citrix (News - Alert) or Terminal Services.

Enghouse Interactive solutions has over 10,000 customers and 1,000,000 plus agents around the world. The company recently signed a definitive agreement to acquire CTI Group, an international provider of electronic invoice processing and management, enterprise communications management software and services solutions, and carrier class voice over internet protocol (VoIP) management applications.

This will further increase the company’s push to improve the customer experience by adding more solutions to its extensive portfolio of comprehensive services.