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Acquisition

Innovation

acquisition

Capabilities Acquired: Self-service software, AI-powered chatbots with 2-way text messaging

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acquisition

Capability Acquired: Expands CX portfolio with additional Teams capabilities

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2022

acquisition

Capability Acquired: Experiential Video and Experience Management platform

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acquisition

Capability Acquired: Multi-channel Market Research and Data Analytics

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2021

innovation

AI SmartQuality + UC

Delivered: AI-enabled Agent Assessment capabilities, ability to consistently rate 100% of calls eliminating interpersonal bias. Intuitive and easy collaboration across the organization with an Enghouse developed Unified Communications platform.

acquisition

Capability Acquired: Advanced Contact Center platform

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acquisition

Capability Acquired: Enabling technologies for Media Processing

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2020

innovation

Video Collaboration

Delivered: full 4K HD resolution video conferencing, video chat and collaboration capabilities.

acquisition

Capability Acquired: Artificial Intelligence, using Natural Language Processing (NLP)

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acquisition

Capability Acquired: Video Collaboration platforms and Integrations

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2019

innovation

Enghouse Artificial Intelligence / AI Insights

Delivered: Converts the “Voice of your Customer” (chat, email, voice, social etc. interactions) to extract actionable business intelligence.

2018

innovation

Omni-Channel Quality Management and Analytics

Delivered: Bringing recording, archival and analytics across all channel of interaction and communications.

acquisition

Capability Acquired: Market Research and Survey solutions

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2017

innovation

Unified Communications

Delivered: Unified communication feature set to move seamlessly between the contact center and the entire organization.

innovation

Survey Management Practice

Delivered: Data collection services leveraging outbound/inbound surveys through voice, web, and mobile.

acquisition

Capability Acquired: Advanced, highly-flexible Contact Centers

2016

innovation

Video and Web Collaboration

Delivered: new customer experience and interaction through web chat and video collaboration.

acquisition

Capability Acquired: Multi-media integrations

2015

acquisition

Capability Acquired: Multi-channel Contact Center solutions

acquisition

Capability Acquired: Real-Time Speech Analytics, Outbound Communications, Campaign Management

2014

innovation

Real-Time Agent Coaching

Delivered: Automated speech evaluators for training of agents and adherence to regulatory requirements.

acquisition

Capability Acquired: Unified Communications (UC) solutions

acquisition

Capability Acquired: Rules-based Proactive Outbound Communications

2013

innovation

Knowledge Management Practice

Delivered: Leveraging knowledge management technology and methodology to empower customers to self-serve and provide immediate access to knowledge for agents.

innovation

Proactive Outbound Communications & Engagement

Delivered: Proactive notifications and mobility for the customer through outbound communications.

acquisition

Capability Acquired: Multi-media Attendant and Contact Center solutions

acquisition

Capability Acquired: Multi-media Contact Center

2012

acquisition

Capability Acquired: Award winning, cloud-based Contact Center

2011

innovation

True Multi-tenant Contact Center as a Service

Delivered: Scalable, carrier grade platform, with omnichannel CCaaS, accessible by agents anywhere. Requires Zero IT footprint and offers Opex pricing model.

acquisition

Capability Acquired: Advanced Console technologies for Cisco UC solutions

acquisition

Capability Acquired: Advanced Call Recording and agent Quality Assessment and Management

2010

innovation

Advance Attendant Console

Delivered: Empowering the operator and attendant in the front office for personalized call management.

innovation

Call Recording & Quality Management

Delivered: Workforce Optimization for staffing and improving agent effectiveness and training.

acquisition

Capability Acquired: IP-based Self Service solutions and CTI integrations

2008

innovation

Rich CRM Integration Framework

Delivered: Improved first call resolution and agent productivity optimization.

acquisition

Capability Acquired: Flexible Intelligent Routing and Performance Measurement

2005

innovation

Omni-Channel and Distributed Contact Centers

Delivered: One of the first mission critical and fully featured contact center solutions with omni-channel capabilities.

acquisition

Capability Acquired: Speech-enabled Self-Service software solutions, and MediaVoice audio branding practice

2002

innovation

Self-Service and Speech-Enabled Applications

Delivered: Improving the ROI of self-service through robust IVR applications.

2022 2021 2020 2019 2018 2017 2016 2015 2014 2013 2012 2011 2010 2008 2005 2002

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Enghouse Interactive

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