As IT Manager, I was working with our partner to upgrade our on-prem contact center solution, Enghouse Communications Center, across our three call centers. Our gear was somewhat dated and server failure was imminent – we needed quick, expert assistance to successfully migrate to new hardware and upgrade to a newer version of software. Unfortunately, our partner was unable to help us. The situation was pretty dire, particularly during the pandemic, as we could not afford to be cut-off from our patients for any length of time.
Fortunately, we were entrusted to Carl Forshey, Jr., Senior Implementation Engineer at Enghouse Interactive. Although my IT technician knew nothing about PBXs, Carl worked tirelessly with him to resolve our outstanding issues. At no time did he attempt to deflect this back to us or pawn us off back to our partner. Carl took personal responsibility over the implementation.
Needless to say, I was very impressed and impressed further still by the fact that the migration came off seamlessly. Agents at our three call centers went back to work on the Monday following the implementation, never knowing that an upgrade had taken place. We never skipped a beat!
I wouldn’t hesitate to recommend Enghouse Interactive to any organization looking to upgrade its contact center operations, especially if these support mission critical services like ours and would benefit from the involvement of dedicated professionals like Carl! ”