Enghouse CCaaS
State-of-the-art customer engagement – anytime, anywhere, via any channel
Elevate your contact center capabilities, reduce costs and improve the customer experience with Enghouse CCaaS.
Let customers reach you over the channel of their choice – voice, email, chat, SMS, and social media – and quickly get the answers they seek, whether via intelligent self-service or seamless access to subject-matter experts beyond the contact center. Use AI-driven analytics to understand customers’ concerns and increase profitability by delivering solutions that address their needs.
With Enghouse CCaaS, you not only get ultimate operational flexibility, resiliency and redundancy but also access to the industry’s most comprehensive range of contact center capabilities.
Customer Service Promise
Deliver a consistently first-class service to all your customers.
Keep On Growing
Scalable from 10 to 10,000 seats, regardless of where your agents are located.
Leverage Modern Technologies
Accelerate your adoption of emerging technologies and exceed rising customer expectations.
Meet Regulatory Requirements
Improve efficiency and legal safeguards.
Lift Agent Productivity
Empower, coach and motivate agents, reduce attrition.
Gain Customer Insights
Analyze 100% of all interactions with sentiment and without bias.
What is CCaaS?
A Contact Center as a Service (CCaaS) solution enables organizations to handle all customer interactions through a single, cloud-based platform. Typically, it supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.
Because CCaaS solutions are subscription based, you only pay for what you need. This means they help reduce the cost and complexity of delivering customer service compared with on-premise offerings. In turn, this reduces IT and maintenance budgets. Continue to full post.
Enghouse CCaaS
A future-proof contact center that can grow with your business and support multiple contact center operations on a single application while consistently delivering a high-quality experience.
Inbound/Outbound Voice
Nothing beats talking to skilled agent. Optimize your voice channel for exceptional customer experience.
Email Management
Speed up responses, improve accuracy, personalize more – deliver exceptional email customer service.
Social Media
Embrace social media customer service, flag and resolve issues before they put your brand at risk.
Web Chat
Improve customer service for your website visitors and step in to help them when they need it.
Video Chat
Add a personal touch that strengthens relationships, builds trust and delivers better outcomes more quickly.
Messaging and SMS
Make it convenient for your customers to interact with you through their favorite apps.
Automatic Call Distribution (ACD)
Ensure calls are identified, prioritized, routed and transacted expertly, first time, every time.
Unified Communication (UC) and Collaboration
Access subject matter experts directly to quickly resolve customer issues.
Co-browse and Screen Share
Guide your customers to success through enhanced, personalized real-time service and support.
IVR and Self-Service
Quickly get customers answers while freeing up agent resources.
Call and Screen Recording
Have 90-days of interactions at your fingertips for compliance and analysis.
Outbound Campaigns
Increase efficiency while complying with legal or regulatory requirements. Improve agent motivation.
Insights and Analytics
Quality Management
Support regulatory-compliant recording, analyze customer interactions, and manage staff coaching and training needs.
Reporting and Dashboards
Leverage out-of-the-box and customizable reports and dashboards to efficiently manage all resources.
AI-enhanced Agent Evaluation
Use artificial intelligence to perform agent evaluations across all channel interactions for a more complete assessment without personal bias.
AI Insights/Voice of the Customer
Analyze all customer interactions to better understand their needs and improve both the customer experience and your products.
Employee Experience and Assistance
Agent Assistance
Use AI and KMS to provide real-time suggestions of helpful information to help resolve customer inquiries.
Agent Compliance
Monitor agent interactions in real-time to ensure customer interactions meet company guidelines.
Agent Development
Improve call center, agent performance and engagement and optimize skills by scheduling and recommending relevant training.
Workforce Management
Engage your agents and automate your Workforce Management.
Virtual Customer Assistance
Omni-Channel Self-Service
Enable customers to self-serve using the communication channel they prefer, including voice bots and chatbots, while shortening engagement times and creating higher customer satisfaction.
AI-Enhanced KMS
Get the right information to customers as quickly as possible based on their inquiries, in either video or document format.
AI and Natural Language Processing
Use conversational AI, advanced speech recognition, and speech-enabled IVRs to replace a menu-driven experience with a natural conversational interface.
Real-Time Chat and Voice Translation
Combine the ability to translate any language with bot capabilities and improve the customer experience by significantly reducing service times, while also cutting staffing costs.
Supporting Services and Integrations
Audio Branding
Maintain your company’s distinct identity by creating a consistent and memorable auditory experience for all callers.
Survey Management
Collect, manage and understand all interactions efficiently and effectively with powerful, user-friendly survey tools.
APIs and Toolkits
Quickly add integrations with CRM, WFM, and any application with a standard API.
Integrations with Industry-leading Solutions
Advanced APIs and toolkits available in Enghouse CCaaS make it easy to integrate with an ever-expanding choice of applications and technologies. Choose from the extensive Enghouse portfolio and industry experts in UC, CRM, WFM, and more.
The increased readiness to migrate to the cloud is not least due to trends such as remote working and the digitization of customer service. Organizations need to switch to service delivery models that adapt to changing consumer preferences and demand shifts.
However, this transformation doesn’t have to be intimidating. With the right guidance and a trusted partner by your side, migrating your contact center to the cloud can be an exciting and successful journey.
Enghouse CCaaS Options
Enghouse CCaaS – Standard
A voice-centric contact center
with advanced routing capabilities
99 EUR
Per Concurrent Agent Price
Enghouse CCaaS – Advanced
An omni-channel contact center
for the best customer experience
119 EUR
Per Concurrent Agent Price
Capabilities |
Standard |
Advanced |
| Voice/voicemail | ||
| Integrated Softphone | ||
| Chat | ||
| Video | ||
| Callback (IVR and Web) | ||
| Self-service IVR | ||
| Reporting and Dashboards | ||
| Audio Recording | ||
| Screen Recording | ||
| Recording Storage | 90 days | 90 days |
| Supervisor Agent Assistance | ||
| Low-code Call Flow Design | ||
| Post Call Survey | ||
| Quality Management/Event Search & Playback | ||
| Quality Management/Agent Evaluation | ||
| UC Connectors | ||
| 24/7 Support | ||
| API Access |
Standard |
Advanced |
|
| Social Messaging | ||
| SMS | ||
| Workforce Management | ||
| CRM Connectors | ||
| AI Insights/Voice of the Customer | ||
| AI-Powered Agent Evaluation | ||
| AI-Powered Agent Assist | ||
| Outbound Voice Campaigns | ||
| Outbound Digital Campaigns | ||
| PCI Payment – Agent Assisted | ||
| PCI Payment – Digital Self-Serve | ||
| Knowledge Management | ||
| Voicebots | ||
| Chatbots | ||
| Speech Analytics | ||
| Text Analytics | ||
| Real-time Voice Translation | ||
| Real-time Chat Translation | ||
| Audio Branding (Voice Recording Service) |
Contact us today and we’ll help make the right CCaaS choice for your contact center.
Transformeer uw bedrijf vandaag nog met een contact center oplossing voor de toekomst!
