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February 10, 2016 3:09 PM ET


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





Key Executives for Enghouse Interactive Inc.

Chairman and Chief Executive Officer
Age: 73
Chief Financial Officer, Vice President, Treasurer and Secretary
Age: 65
Principal Accounting Officer, Vice President and Controller
Age: 54
Head of India Office
Managing Director for Anz
Compensation as of Fiscal Year 2015.

Enghouse Interactive Inc. Key Developments

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.

Enghouse Interactive Introduces Version 8.1 of Enghouse Interactive Communications Center

Enghouse Interactive introduced version 8.1 of Enghouse Interactive Communications Center (EICC). Version 8.1 of Communications Center boasts a new TouchPoint Operator Console that delivers increased efficiency and enterprise contact search with context sensitive alerting. In addition, TouchPoint's supervisor and monitoring views have been refined to further assist with agent productivity and quality. For Microsoft Lync users, EICC 8.1 now supports media escalation so that agents can transition from voice to video, or from IM to screen-share, all in the same interaction. IM queuing allows Lync users to leverage the rich chat functionality of EICC directly with the Lync Enterprise user. Support for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices empowers roaming agents to push queue calls to mobile or home numbers without losing visibility.

Enghouse Interactive Delivers Effortless Customer Engagement with Mobile IVR Navigator

On Nov. 5, 2014 from BOOTH 614 at the ICMI Contact Center Demo and Conference, Enghouse Interactive announced the launch of Mobile IVR Navigator, an innovative new mobile application that visually navigates customers through an organization's customer service options. Mobile IVR Navigator creates a lightweight, highly visual interactive voice response (IVR)-like experience. The new framework makes mobile applications extremely easy to create and deploy, reducing costs, customer effort and frustration. Built on top of the company's robust and featured-rich IVR platform, Enghouse Interactive Communication Portal, Mobile IVR Navigator takes any call flow and presents it visually to smartphone or tablet users via their screen. Customers are able to see the menus and prompts instantly on their screens rather than having to wait to hear them, enabling them to quickly click their way through the menu levels, reducing the overall interaction cycle time. Enghouse Interactive Mobile IVR Navigator allows users to enter transaction details such as account number and date of birth, enabling them to quickly get access to the information they need through self-service, or to promptly gain a place in a queue for an agent with the necessary skills to address their needs. Customer satisfaction is enhanced by the solution's user-friendly hold process, which provides regular updates as to agent availability status throughout the interaction. In addition, Mobile IVR Navigator further reduces customer contact times by capturing key information prior to any actual engagement between agent and caller, and by allowing the caller and agent to share documents, pictures and other pertinent data prior to this stage of the process. Further, Mobile IVR Navigator also drives efficiencies for businesses by enabling customer calls to be fielded interactively with user-friendly self-service, which reduces the number of calls that ultimately reach the contact center. When live interaction is required, customers can request an immediate callback to their mobile device, saving them time and shaving valuable minutes off mobile transactions. Equally, it enables businesses to make optimum use of their IVR platform, empowering them to use the same capacity to manage mobile navigation interactions and, where required, self-service voice calls. As mobile interaction is not queued on the more expensive telephony port, business users can add mobile navigation without increasing the voice capacity on the IVR platform. Mobile IVR Navigator can be seamlessly integrated into the customer's business environment and features enhanced integration, in particular with back office systems. While it can be sold as a standalone solution, if required, the application can also be tightly integrated into the broader Enghouse Interactive contact center suite.

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