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Contact Centre Operator Console Self Service Quality Management Integration

Multichannel Contact Centre

Whether you require the flexibility and cost efficiencies of the Cloud, the security and complexity of on-premise, or the unique features of a multi-tenanted contact centre, our solutions are scalable both in deployment, size, complexity and integration options to ensure successful and effortless customer interactions whatever your budget.

All our solutions enable organisations to leverage existing contact centre technology and applications, overlaying additional functionality and enabling the contact centre to flex with demand. Ultimately our inbound and outbound communications enable organisations to classify and respond to customers in the way that they want: quickly, efficiently and successfully, with minimal effort.

Operator Console

With over 25 years’ experience developing the world’s most widely deployed console solutions, we understand the crucial role receptionists and operators play in providing callers with an exceptional first impression of your business. By combining superior call handling features with rich directory and presence information, our console solutions enable receptionists and operators to quickly, professionally, and efficiently manage and dispatch interactions to the correct person within an organisation.

Whether you need a receptionist to provide professional caller service or for a multi-site, multi-tenant, multi-language interaction handling service in a highly complex environment, we have the solution, experience and expertise to meet your requirements.

Self Service

Self-service is a key and increasingly important part of an integrated customer experience, It enables organisations to focus on higher value human to human interactions increasing productivity, efficiency and customer experiences whilst simultaneously creating the agility needed to stay ahead of ever changing customer needs.

Enghouse Interactive has a wide range of speech recognition, touch-tone and web self-service solutions that are quick to implement, powerful and extremely cost effective. Our solutions include purpose built IVR applications, an easy-to-use knowledge management suite, corporate web directories and a development platform that enables organisations to quickly deploy self-service applications.

Quality Management

There are many reasons why companies choose to record and monitor their interactions. From observing business processes in action to improving customer service, the Enghouse Interactive Quality Management Suite (formerly CallRex) offers the tools necessary to improve your business. Comprised of call recording, agent evaluation, and desktop recording software, the suite is the ideal tool for emerging contact centers.

Integration

Enghouse Interactive’s Integration and Optimisation Solutions help accelerate the time-to-market and time-to-revenue for your interaction management solutions. Your organisation can quickly and easily develop, optimise, integrate and deploy dynamic communications solutions.

We provide a number of integration tools including CTI, IP phone applications, database and directory integration, click-2-dial and IVR development and testing tool kits.