Enghouse UCaaS

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Optimize Collaboration Capabilities Across the Organization

Unified Communications delivers the range of communications and collaboration capabilities your organization needs to provide the customer experience (CX) that your customers demand and expect.

Increasingly, customer-focused organizations have been replacing their PBX’s with Unified Communications solutions – either in the cloud, deployed in their own or 3rd party provided hosted environments, or on a hybrid basis – to benefit from the advanced capabilities and operational flexibility these solutions provide, while also future-proofing the organization.

Recent independent analyst research has shown that more that 72% of small and mid-size organizations have the highest frequency of CC+UC integration, of which more than 62% have done so using the same provider for both.

Unified Communication (UC) or Unified Communications as a Service (UCaaS) – the choice is yours.

Fully Secured UC

Centrally deployed, managed, and optimized secure Unified Communications. Collaborate with peace-of-mind.

Seamless Integration of Unified Communications with Contact Centers

Benefit from the co-development of Enghouse Interactive Unified Communications and Contact Center applications to optimize your organization’s Customer Experience (CX) capabilities quickly and easily. The convergence of UC and contact center capabilities simplifies all customer workflows, regardless of the entry point, and helps to manage conversations effectively.

UCaaS for Chat, Video, and Telephony

Enghouse Connect is a single UCaaS (Unified Communications as a Service) application for chat, video, and telephony that offers an elegant user experience for threaded, persistent chat and robust video collaboration.

Future Proof Your Business

With Enghouse Connect as your communication backbone, you will be able to leverage the leading technology in video communication to implement a highly customizable UCaaS solution that will enable efficient collaborations within your teams.

Standalone or Integrated Choices

Also available as a standalone Enghouse Connect solution that can be integrated with a wide range of 3rd-party Contact Center platforms or other standalone applications

Enhanced Scalability & Increased Resilience

Enghouse Connect is built using microservices architecture, delivering a faster time to market, enhanced scalability, and increased resilience through component isolation. From private cloud, multi-tenant cloud, to true on-premises, and hybrid, the unmatched deployment choices allow customers to choose the architecture that compliments their business model.

Versatile, Flexible and Easy-to-Use

Enghouse Connect’s API approach works with leading automation applications connecting thousands of apps into workflows, opening new revenue streams, and making Enghouse Connect more versatile, flexible, and easy to use. Customers can leverage existing carriers and mix and match different carriers for different routes.

Advantages

The Advantages Of Enghouse's UC Solution

Access from Anywhere

Works with any web-browser on any device

Embrace Evolution

Benefit from ongoing UC innovations, take advantage of new features and functionality as released

Leverage Any Telecoms Provider

Integrate with any SIP provider, leverage operation flexibility locally or globally

Features and Benefits

Top 7 Benefits to Integrate Enghouse Connect with Your Contact Center

Engage with Chat

Threaded, persistent, and contextual chat, includes private 1:1 or group conversations, file share and transfer with both external users, or guests.

Collaborated on Video

Enables face-to-face multiparty interactions in a robust and resilient environment. Optimized for mobile, includes “share-your-screen” functionality.

Enhance as Needed

Flexible architecture facilitates integration of industry-leading, 3rd-party-applications, improving staff and contact-center workflows increasing its versatility and utility.

White-Label Enghouse Connect

Enghouse Connect offers a comprehensive and easily integrated unified communications capability that can be white-labeled to boost your own application’s capabilities and extend more value to your customers. Customers have the option to change the logo, color schema, icons, and app name, getting a branded UC app at a fraction of the time it would take to develop one.

Fast-Track Deployments

The microservices architecture, accelerates implementations, facilitates scalability and increases resilience through component isolation. Enables automation and IOT via public API’s.

Deployment Choices

Designed to offer customers the flexibility they need to run their businesses their way: private cloud, multi-tenant cloud, to true on-premise, or hybrid.

Accessible as Required

Ensures that customers can distribute services across digital channels, devices, and interfaces, as preferred by each user.

Complementary Enghouse Solutions

Audio Branding

Ensure all customer touchpoints are professionally scripted and recorded in HD Audio to make sure they are as professional as possible. Over 30 languages are available.

Analytics

Used as a call center quality-monitoring program to continually assess the performance of your underlying applications, and infrastructure.

Recording and Quality Management

Protect your customers and your organization with HD call recording, keyword indexing, timestamping, and encryption. Quality Management helps optimize agent coaching, training, and performance.

Survey Management

Gather “Voice of the Customer” feedback efficiently and effectively via industry-leading survey capabilities. Enhance Customer Journey data gathering and analysis to improve AI.

Artificial Intelligence

Listen, Understand and Act on what your customers are saying. Optimize processes, services, and solutions based on real customer inputs.

Knowledge Management

Ensure that you get the right information to an agent or customer as quickly as possible. Improves customer self-service capabilities while ensuring information is provided in the format the customer prefers.

Deployment Options

Enghouse Interactive solutions offer multiple deployment options

Enghouse Collateral

Infographic

AI, Teams UC & Video

Testimonials and Case Studies

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

Written Testimonials

“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:

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.
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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Enghouse Resources

Whitepaper

Analyst Reports and Whitepapers

Metrigy: Optimizing Customer Experience: The Recipe for Success

For IT and business leaders, quickly finding a successful CX strategy can be a huge competitive differentiator. Metrigy’s real-world metrics from leading organizations, will show how to drive measurable CX improvements.

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Unified Communications UCaaS

Tying Everything Together to Drive Total Collaboration