August 27, 2016 9:42 AM ET

Software

Company Overview of Enghouse Interactive Inc.

Company Overview

Enghouse Interactive Inc. develops customer contact solutions for organizations of various sizes and industries worldwide. The company’s portfolio of interaction management solutions span omni-channel call centers, computer telephony integration, self-service interactive voice response (IVR), knowledge management, operator consoles, call recording and quality monitoring, media voice services, and outbound dialers. It offers omni-channel contact center solutions that provide an integrated toolbox for managing multiple interactions across voice, email, fax, SMS, Web, or social channels letting customers choose how they want to communicate; IVR and self-service solutions; operator/attendant con...

2095 West Pinnacle Peak Road

Suite 110

Phoenix, AZ 85308

United States

Founded in 1984

240 Employees

Phone:

800-788-9733

Fax:

602-789-2768

Key Executives for Enghouse Interactive Inc.

Chairman and Chief Executive Officer
Age: 74
Chief Financial Officer, Vice President, Treasurer and Secretary
Age: 66
Principal Accounting Officer, Vice President and Controller
Age: 55
Head of India Office
Managing Director for Anz
Compensation as of Fiscal Year 2016.

Enghouse Interactive Inc. Key Developments

GENBAND Partners with Enghouse Interactive to Extend Its Enterprise Contact Center Ecosystem

Enghouse Interactive announced the successful integration and interoperability testing between Enghouse Interactive Contact Center: Enterprise (CCE) version 9 and the GENBAND Application Server (AS) version 11.2. CCE is available immediately through authorized partners to provide award-winning omni-channel interaction management to sophisticated enterprise customers worldwide.

Enghouse Interactive Inc. Announces Addition of New Features and Functionalities of Contact Center Service Provider 7.2

Enghouse Interactive Inc. detailed new features and functionality in the latest iteration of Contact Center Service Provider 7.2, (CCSP). Updates to its highly regarded cloud contact center platform streamline workflow and enhance usability to increase productivity and revenue, while lowering total cost of ownership (TCO). CCSP is a true cloud contact center as-a-service (CCaaS) product, which replaces prohibitive capital expenditures of outdated legacy systems with an operating expense-based pricing model that complements the need for scalability. Built on multi-tenant architecture, CCSP provides business process outsourcers (BPOs), application service providers (ASPs) and communication service providers (CSPs) with the means to offer omni-channel contact center functionality to their business clientele that is consumable from the cloud, as a service. CCSP 7.2 extends Enghouse Interactive's emphasis on usability with TouchPoint, a web-accessible agent and supervisor user interface. Based on HTML5 and AngularJS, TouchPoint is browser agnostic and brings full two-way client side integration and multi-level customization. The TouchPoint Client is devoid of clutter with a minimal onscreen footprint, delivering a clear, updated and intuitive agent experience ideal for multi-tasking. New to CCSP, the Gadgetory provides an easy to use library of Gadgets, configurable user interface components, as well as an integration framework that makes the TouchPoint interface highly extensible and able to meet each individual tenant's feature and UI needs. Gadget configuration is via the TouchPoint Admin and gadgets are easily activated on a per tenant basis. The gadget-based integration framework is based on CCSP's flexible Administration API. The library of provided gadgets includes UI components for communication channel, agent status, supervisor features, report and dashboard access.

Enghouse Interactive Introduces New Version of Control Center Client

Enghouse Interactive introduced its new version of Control Center Client (CCC), which is a touchscreen interface for managing calls in a control center environment, designed for the highly regulated utility and power distributor markets. Though initially designed for utilities companies, it lends itself to adapt to any size of environment that requires the needs of a control center, such as: energy suppliers/distributors, water suppliers, hospitals, commodities, or emergency services. Based on Enghouse Interactive's Contact Center: Enterprise (CCE) solution for mid to large sized contact centers that demand high availability, flexibility and scalability, Enghouse Interactive has built a single control center application from which control centers are able to manage emergency services, field service and customer support personnel. A newly designed User and Customer Experience (CX), made specifically to meet all the needs and communications requirements of a utility company, features the ability to optimize desk space by consolidating systems, increases the amount of information seen and managed at the same time, and provides convenient access to recorded conversations. The convenience recording feature, just mentioned, is especially important to utility companies when addressing issues where a conversation with a technician needs to be revisited. Providing easy access to recorded conversations ensures every detail is accurately recalled with minimal effort, as one mistake could mean the difference in the health and safety of their employees and the community. In line with the utility market's mandate to provide proactive customer engagement, this CCC deployment features an Outage Notification System that pulls information from the Command Center based on a trigger that can be automated -- voice, email and SMS -- alerting subscribers to outages and when normal service has resumed. Also, Field Technicians are armed with an IVR to interact with the control center, which effectively streamlines processes and mobility.

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