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Contact center interaction
Advanced Contact Center capabilities right-sized for you

Contact Center for SMB is a flexible, cost-effective and robust omni-channel platform that enables Small and Medium Businesses (SMB’s) to deliver the same superior customer experiences (CX) that Enterprises offer.

The advanced capabilities provided by CC for SMB deliver optimal agent productivity and effectiveness while improving overall Contact Center performance. Maximize customer responsiveness across all communications channels including voice, voicemail, email, SMS, web chat, social media, and video while fitting into your current business realities.

Easily and intuitively optimize ongoing operations in real-time using its award-winning graphical user interfaces (GUI’s), comprehensive administration capabilities and business intelligence reporting. Leverage the industry’s most comprehensive range of Contact Center capabilities:

Features and Benefits
Top 9 Benefits of Enghouse Contact Center for SMB
Reliability
Reliability
Benefit from industry-leading resiliency, redundancy, and flexibility, to serve your customers with confidence
Security
Premium Security
SOC2, HIPAA, PCI-DSS, ISO27001 Certification (cloud deployments) guarantees customer data protection across cloud-based services
Artificial intelligence
Artificial Intelligence
Listen. Understand. Act on the Voice of the Customer. Develop customer insights from every touchpoint in the customer journey, and understand what their issues are, and why - with context
Video interaction
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
Self-Service
Provide customer self-service via IVR apps, speech recognition, AI and chatbot driven interactions, along with providing customers with the information they want, when they want it, how they want it. Customers can engage with a live agent anytime they choose to
Flexible architecture
Operational Flexibility
Deploy on-premise, in the cloud or as a hybrid architecture, add agents and back-office resources as required, on a temporary or permanent basis
Scalable
Adaptability and Scalability
Add or reallocate agents as needed to meet seasonal needs. Manage inbound, outbound and blended needs with ease, regardless of where they are located
Visual dashboard
Business Intelligence to Optimize Services
Intuitive visual dashboards provide key information at a glance with drag-and-drop flexibility to create personalized ad hoc reports
Accelerate
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
Contact center female employee
Deployment Options

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

Certifications & Accreditations
Enghouse works with leading industry partners and adheres to the most stringent standards.
Enghouse Resources
Analyst Report
Analyst Report
Analyst Report
Testimonials and Case Studies

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

Written Testimonials
North America

“As a result of key partnerships, American Auto Shield (AAS) was experiencing significant growth. To accommodate the growth, the company had made an investment in new contact center software. However, with the rising call volume and contact center agents, the new solution was not scaling with the business.

AAS deployed new infrastructure and the Enghouse Contact Center across our four locations in the US. The launch was successful despite an unexpected event that forced us to go live a day early. The Enghouse team placed strong emphasis on change management and training. Their hybrid approach of LMS digital content and instructor-led training was a primary factor of the smooth transition to the new solution.

Post launch and ongoing support has been outstanding. We have a strong and collaborative relationship with our Technical Account Manager, John Pak. John is exceedingly responsive, and shares his knowledge with our technical team giving us a better understanding of the Enghouse solution. John Pak has played a key role in our success.

Since the move to Enghouse a year ago, American Auto Shield has almost tripled in size. The Enghouse solution provided AAS with the stability, scalability, and efficiencies to accommodate our rapid growth. Enghouse Communications Center has transformed the agent experience and provides management with greater visibility into real-time call and agent activity. These features proved even more valuable as we moved to a remote work environment due to the pandemic.

Enghouse has been a great partner, and I wouldn’t hesitate to recommend them.”

Ted Tzeng Executive Vice President – CIO American Auto Shield
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North America

“As you all know, last week Fitness International (LA Fitness, City Sports, and Esporta Fitness Clubs) was overwhelmed with an unprecedented surge of email requests in our Member Service Queue (hosted by Enghouse software).

We had to respond to these requests and properly take care of all of our members, but there was no way we could respond in a timely manner with the resources available to us. This was particularly stressful because of all that has been happening with Covid-19. So I found Dave Thomas on LinkedIn and asked for his help. I didn’t know him and he didn’t know me.

The response was fantastic. You engaged rapidly with full commitment. You encountered obstacles and you overcame them. You stayed on it until you successfully delivered a solution that enabled us to properly take care of our members.

I was on active duty in the Marine Corps for 20 years. That was my good fortune. In that time, I saw many examples of Marines persevering under extreme circumstances. They always did what had to be done, no matter what. It is very inspiring to be around those kind of selfless people. I tell you this because your effort and commitment reminds of that. Unfortunately, most companies and people would not have been helpful and would have treated this as “not my problem”. But not you, and that is truly exceptional. You should be proud of what you have done, not only because you came up with a solution, but because you were willing to stop what you were doing and go all in to solve this problem. I know you didn’t have to do it. Thank you!”

George Bedar Chief Information Officer Fitness International, LLC
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North America

“South Boston Community Health Center (SBCHC) is a full-service health care facility that has been serving the South Boston community since 1972. A private, non-profit corporation, SBCHC receives over 70,000 service visits annually, serving almost half of South Boston’s population.

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! ”

Michael Doré IT/Network Manager South Boston Community Health Center
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Video Testimonials
Snap-on Tools';
“We are extremely satisfied with Enghouse. We found the company to be very responsive to our needs. They have been very willing to work with us to help customize things to fit our business needs”
North America Alex Goldberg
Customer Experience Manager, Snap-On Tools
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