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Omni-Channel Self-Service is Not an Option. It’s Expected

Deliver the experience that customers demand and increase their overall satisfaction while improving operational flexibility and agility.

By adding automated enabling technologies, Contact Centers can streamline the handling of highly repetitive mundane informational tasks, more efficiently. Offering Omni-Channel self-service capabilities helps to shorten engagement times and increase issue resolution rates, resulting in higher customer satisfaction rates.

Omni-Channel Self-Service now blends proven technologies with leading-edge innovations including conversational AI, highly versatile Knowledge Base, and video collaboration tools, along with bullet-proof interactive voice response (IVR), CRM integrations, speech recognition, identity authentication, and voice activation capabilities.

Advantages
The Advantages Of Enghouse Omni-Channel Self-Service Solution
Always available
Always On. Always Available
Provide optimal customer experiences 24 hours a day, 365 days a year.
Self-service
Front-End to Self-Service Capabilities
Simplifies customer access to self-service.
Reduce costs
Minimize Costs
Studies have shown reductions of over 90% for IVR calls versus agent-handled calls.
Reduce hold time
Reduces Customer Average Hold Time (AHT)
On desktop or mobile device – AHT reduced by 1-2 minutes and helps drive First Call Resolution (FCR) by 75%.
Intuitive interface
Improves the Customer Experience (CX)
Provide the customer with control over their experience.
Features and Benefits
Top 10 benefits of Enghouse Omni-Channel Self-Service Solution
Multi-tenant
Multi-Tenant or Single Customer
All applications are scalable and extendable, using open standards.
Omni-channel
Omni-Channel Communications and Automated Callbacks
Minimize customer time waiting in voice queues, offer voice and digital communications channels including multiple SMS providers per tenant.
Reporting
Comprehensive Reporting
Choice of standard reporting or advanced Business Intelligence with visual dashboards.
Integration options
Unlimited Integrations
Benefit from a wide range of third-party technologies and infrastructures, significantly reducing the time, cost, and complexity of creating and deploying optimized Omni-Channel Self-Service Solution.
Artificial intelligence
AI and Natural Language Processing
Leverage conversational AI, advanced speech recognition and speech-enabled IVR’s that replace the menu-driven experience with a natural conversational interface. Customers can request what they want without struggling to navigate through multiple IVR levels.
Mobile devices
Mobile-Optimized
IVR for mobile devices displays a full set of easy-to-read menu options optimized for the device screen being used. Includes choice of multiple menu paths. Delivers multi-media interactions, without needing additional telephony capacity.
Chat bot
Virtual Assistants (Chatbots)
Fully automated, rules-based chatbots can provide customer and agent assistance, drastically improving the customer experience (CX) by significantly reducing service times over voice and digital channels.
Multiple devices
Outbound Notifications
Agent-less automated proactive engagement with customers and prospects on a scheduled or ad hoc basis to provide reminders, follow-ups, and more.
Speech to text
Text-to-Speech
Dynamically transform text into ‘conversational language’ for prompts and informational messages. Easily extract relevant text-based information and convert it to natural language speech.
Integration options
Open APIs
Facilitate integrations with advanced Knowledge Base, relational databases (DB), computer telephony integration (CTI) applications, and customer relationship management (CRM) systems.
Call center employee
Deployment Options

Enghouse Interactive solutions offer multiple deployment options

Enghouse Collateral
One-Pager
Self-Service One-Pager
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Brochure
Self Service Brochure
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Infographic
Self-Service In The Contact Center: When, How & Why Customers Self-Help
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Testimonials and Case Studies

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

Written Testimonials
North America

“I am more than happy to provide a testimonial on behalf of Enghouse relating to their operational and customer service. In early 2018, we changed our payroll software (to Ultipro) and researched telephone punch in/out systems. Enghouse provided a proposal and subsequently worked closely to accommodate our phone tree requests to assist our employees in clocking in/out.

In the early stages, our phone tree requests tended to be long-winded which caused higher phone charges. Enghouse again worked with us to shorten-our messages resulting in significant savings to us.

When Covid struck in the first quarter of 2020, once again Enghouse came to our rescue in 2 ways:

  1. We expanded our phone tree to allow employees to notify us if they were feeling unwell or were concerned as to the wellness of others. This was complicated as the notification needed to be sent via email to the employees next direct report. Enghouse worked diligently with us to accomplish this task.
  2. Being in the hospitality business (providing valets for hotels), our workforce was gutted as our clients shutdown valet operations. Enghouse, once again, worked to find us a plan which allowed us to pay a fair price for actual minutes used.

From our employees to our IT department to the CEO, we have appreciated Enghouse’s dedication to Ace Parking’s needs – and how quickly they’ve worked with us to satisfy our requests both operational and monetarily.

The word partnership is bandied about whether it exists or not; however, I truly feel that Enghouse is our partner – they’ve had our back through thick and thin and we intend to remain a customer for the long haul.

I am grateful for Enghouse’s assistance and would be happy to talk with you if you have any questions.”

Ross Seibert CFO ACE Parking
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