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
Phoenix, AZ 85308
Founded in 1984
Enghouse Interactive Introduces New Cloud-Based Proactive Outbound Platform for Service Providers
Nov 16 16
Enghouse Interactive announced the immediate availability of its Proactive Outbound Platform for Service Provider (POP4SP) solution, a cloud-based multi-channel outbound notification solution. Industry analysts estimate that the Applications-as-a-Service market will grow at 21% CAGR through the end of the decade. Built for multi-tenant environments, POP4SP allows service providers to increase revenue by providing innovative cloud services to existing customers, as well as create opportunities to attract new business. Companies need a notification solution but do not want to incur capital expenditures for infrastructure, ongoing operation and maintenance. With POP4SP, service providers can offer a complete notification solution to their clients 'as-a-service' from the cloud, or as an on-premise solution tailored to specific use cases. The option for hybrid cloud offerings allows for many different use cases and the opportunity for service providers to build a robust channel ecosystem. Sending value-added notifications to consumers, via their preference across voice, email and SMS text, is unilaterally appealing for business of all sizes and markets. In addition to high usage in asset recovery, there are numerous scenarios that validate the need for outbound notifications, where the value-added service not only increases brand loyalty, but also drives new revenue generation. Retail banks that proactively notify customers when their checking balance is low, or when a payment is due, help prevent overdraft and late fees. In advance of extreme weather events or in case of natural disasters, emergency teams, municipal organizations and utility providers can alert subscribers to potential power outages while providing recommended precautionary measures. In the event of a security breach or public safety issue, multi-channel notifications are critical to communicating preventative measures, protecting both people and businesses. Flight delay updates or gate changes help avert missed flights and travel delays, and notification of cancellations prevent wasted time commuting to the airport. Enghouse Proactive Outbound Platform for Service Providers is reliable and secure, with flexible deployment options. As a multi-tenant cloud solution, POP4SP offers several differentiating economic and administrative advantages. Service providers benefit from geo-redundant operations and datacenters, from which they can support simultaneous events for clients. Delivered as a service, pricing is based on user consumption, reducing total cost of ownership for both the service provider and consumer. POP4SP also supports a wide range of real-time and batch integrations with enterprise applications, such as CRMs or contact center agent desktops. Ease-of-use is evident in the intuitive browser-based interface, which allows both administrators (service providers) and tenants (clients) to easily set parameters and contacting controls. At the core of the Proactive Outbound Platform for Service Provider solution is a outbound communications engine. As POP4SP's "brain," it directs the complex algorithms governing how many calls, emails and texts to initiate, given the client's capacity or constraints. Clients simply need to configure key metrics around available agents such as allowable time-to-contact ranges and/or abandoned call thresholds, and the POP4SP engine will calculate the outbound contact rate, with real-time feedback and updates to maximize agent utilization while keeping abandonment within prescribed limits.
Enghouse Interactive Unveils New Attendant Console for Microsoft Skype for Business Cloud PBX at Microsoft Ignite 2016
Sep 26 16
Enghouse Interactive unveiled a new attendant console for Microsoft Skype for Business, a new professional attendant and operator console solution native to Skype for Business Cloud PBX and accessible directly from Microsoft Office 365. Absent any need for on premise equipment, the highly interactive and graphical interface brings a gamification approach to increasing attendant and operator productivity. Menus and functions are state-dependent and devoid of unnecessary desktop clutter and redundant actions. Calls travel dynamically and change color based on a contact's queue position and age. In addition, users are empowered with directory searching coupled with presence in Skype for Business.
GENBAND Partners with Enghouse Interactive to Extend Its Enterprise Contact Center Ecosystem
Aug 4 16
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.