Contact Center as a Service via Enghouse Interactive

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Certifications & Accreditations

Enghouse works with leading industry partners and adheres to the most stringent standards.

Deliver customer service the way your customer’s want it… Anytime. Anywhere. On any device.

Enghouse CCaaS delivers the ultimate operational flexibility with a Cloud-Based Contact Center, providing a wide range of capabilities which are easily accessible via an intuitive web-based interface. It ensures that no matter where your agents are, you can provide the best experience to your customers while offering the industry’s most comprehensive range of Contact Center capabilities:

Artificial Intelligence (AI)
Business Intelligence (BI)
Knowledge Base (KB)
Outbound Communications
Self-Service, Chatbots, ML
Workforce Management (WFM)
Unified Communications (UC, UCaaS)
Video

Exemplary Cloud Resiliency and Reach

IBM Cloud provides the world-class public cloud capabilities customers need, with the operational agility they expect. Open standards based and securely protected, it provides the flexible infrastructure required by cloud-native solutions and simplifies future evolution.

Features and Benefits

Top 8 Benefits of Enghouse Contact Center as a Service

High Reliability

Built on IBM’s industry-leading global cloud infrastructure, with resiliency, redundancy and flexibility, so that you can serve your customers with confidence

Premium Security

SOC2, HIPAA, PCI-DSS, ISO27001 Certification guarantees customer data protection across cloud-based services

Artificial Intelligence

Capture the Voice of the Customer, across every touchpoint in the customer journey, and understand what the issues are, and why

Video

See what you’ve been hearing. Leverage video to enhance the customer/agent experience, provide detailed visual instructions or to demo capabilities

Self-Service

Provide customers with the information they want, when they want it, how they want it, with the option to engage with a live agent if and when they choose to

Adaptability and Scalability

Flex agent numbers to meet seasonal needs, reallocate across campaigns as required, handle inbound, outbound and blended needs with ease, add remote agents when and where required

Business Intelligence to Optimize Service

Intuitive visual dashboards provide key information at a glance with drag-and-drop flexibility to create personalized ad hoc reports

Accelerate Innovation via API driven, Open-standards

Unlimited Integration of third-party applications, with any PBX, Unified Communications or UC as a Service platform, and use single or multiple telephony infrastructure providers

Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

Enghouse Collateral

One-Pager

Enghouse CCaaS One-Pager

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Brochure

Enghouse CCaaS Brochure

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Testimonials and Case Studies

Help Your Customers Help Themselves. Quickly. Easily. Efficiently. Effectively.

Video Testimonials

“Enghouse had the best fit for all of our needs. Enghouse is just a great partner of ours!”

Nicole Reininger

Service and Support Manager, GVTC Communications

Enghouse Resources

Ebooks

Agent Empathy Playbook For the New Reality

The customer experience can be affected by many variables outside your control. Your agents can be the difference between keeping customers engaged with calm and empathy or escalating situations into conflicts. Learn how your agents can defuse tense situations.

Ebooks

Remote Agents and Digital Transformation

It’s the new reality. No longer restricted to just being in an office, agents and supervisors can be deployed where and when they are needed, permanently or on a temporary basis. Its now easier than you think.

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: Contact Center DMG – January 2021

Drive sales, improve customer experience, and ensure compliance – automatically. Your customers are talking, are you listening?

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: Customer Experience DMG – January 2021/22

Gain the insights you need to deliver better customer experiences with empathy. Download this guide to understand customer preferences and underlying concerns while enhancing your business’s efficiency and effectiveness.

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: ICG – Customer Engagement & Personalization – June 2021

Your contact center can provide you with the first-party data needed to accelerate the understanding of your customers. Act on it to easily personalize the Customer Experience.

Featured Partner

More About Enghouse Interactive and IBM Partnership

Enghouse has partnered with IBM, helping businesses of any size transform their contact centers to modern experience centers that deliver customer loyalty with long-term growth. With their world-class Cloud infrastructure (IBM Cloud), IBM offers the infrastructure and components we need to deliver a faster, more compelling and secure journey to the Cloud.

To learn more about the Enghouse-IBM partnership, please visit Partner Spotlight: Enghouse Interactive to read the interview of our Global President, Vince Mifsud.

“This award recognizes Enghouse as an outstanding IBM Business Partner that has demonstrated innovation & creativity using the IBM Cloud platform, while delivering superior performance and growth in 2018.

This was awarded to Enghouse Interactive, a division of Enghouse Systems Limited from North America. Enghouse has jointly developed their solution, Enghouse Insights, with IBM Data Science & IBM Cloud Services teams to transform Cloud Contact Centers into Revenue Generators. This solution demonstrates an innovative use of data visualization, transforming the contact center from a cost center into a proactive strategic tool, delivering more personalized customer experiences and that drive revenue generation.”

Featured Blog Posts

Browse More Articles

Apr 13, 2021 | By LarryE

CCaaS – The Bridge to Digital Customer Engagement

Jun 11, 2021 | By Helen Billingham

Meeting customer needs at the moment of truth

Jun 4, 2021 | By Helen Billingham

Building a contact centre culture for hybrid success

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

May 21, 2021 | By Helen Billingham

Addressing the contact centre retention crisis

May 7, 2021 | By Helen Billingham

Extending Teams into your contact centre: 4 keys to a successful migration

Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments.

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Phone: 1-833-ENG-INTv (364-4688)

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