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Technology Providers Fill Your Customer Experience Gaps

Modernizing the Contact Center can be a monumental task. Especially when organizations take a detailed look at what they have versus what contact centers can now offer to enhance the customer experience. From older dedicated analog or TDM/ISDN-based technologies to fully digital capabilities, the improved agility and operational flexibility will be a significant improvement.

It’s now imperative to ensure your contact center is as responsive as possible, providing customers with an easy-to-navigate experience, whether via self-service or agent-assisted service, is key to improving customer satisfaction.

Flexibility is Today’s Imperative

Flexibility is now key and older technology has a limitation in its ability to adapt due to proprietary technologies, lack of modern APIs, and may even be further exposed to today’s security issues, which is an ever-increasing concern.

more flexible technologies are coupled with traditional core systems, innovation can more easily be driven across the institution’s infrastructure. Using Service Providers, organizations can leverage their core systems while complementing them with innovative and more adaptable capabilities at the digital level, which will help older organizations keep pace with market demands.

Woman on video call

Simplify and Accelerate

In addition, the reality today is that user needs are never static, and the flexibility provided by a fully integrated approach is now imperative for organizations to be able to respond. With the rapid adoption of mobile technologies, embedded apps, and advanced website capabilities, and on-demand services, customers expect to be able to use whatever communications channel best meets their needs at any moment in time.

Organizations that look forward and seek out Technology Providers that can offer either a specific solution or a broad range of solutions and services that complement their existing infrastructures will be best positioned to provide the advanced capabilities that they need to be as responsive as possible.

Use Cases
Enabling Advanced White-Label Contact Center Services
Call center employee on call
Use Case
Solution Set
Applied Solution
Use Case
White label: Comprehensive Cloud Contact Environment Center for Service Provider/Reseller Tenants
Applied Solution

Branded White Label Services: Contact Center as a Service, EnhouseUC, Call Recording and QMS, SmartQuality, AI Insights Contact Center as a Service, EnghouseUC provided for each tenant communications and collaboration (including video). All activity is recorded by QMS for agent supervision, coaching and training. All call records appended to customer profiles in each tenant’s CRM along with transcribed notes. SmartQuality used to standardize agent evaluations, eliminate bias, consistent performance rating. AI Insights used to evaluate customer journey, and all customer feedback to improve overall service levels.

Use Case
Service Bureau: Order Confirmation Voice and Screen Based Communications
Applied Solution

Branded White Label Service: Enghouse UC integrated with Cloud Contact Center for both communications and collaboration. Orders – voice and screen based info – are recorded by QMS for Cloud with indexing for easy retrieval and playback. CRM updated with customer activity. Outbound Notification engages customers for payment, PCI-DSS enabled for privacy and security.

Use Case
BPOs: Digital Customer Engagement Across all Touchpoints
Applied Solution

Customers are provided with a range of digital self-service options, enabling them to interact with IVRs and Chatbots in order to solve their issue themselves. Escalation to a live agent is always available. Up to date information, guidance can be provided from the Knowledge Base in the format they prefer. All digital inputs and info is added to the tenant’s CRM system. Customers can be proactively of any information updates in the manner they prefer when they need to be contacted using proactive Outbound Notification.

Use Case
Association: Regulatory Compliance Management
Applied Solution

Call Recording and Quality Management deployed to record all inbound and outbound agent calls. Each call scanned, analyzed and indexed for key words, phrases or terms. Content Analyzer reviews calls in real-time, issues identified and trigger specific actions or notifications for immediate follow up. All calls can be appended to the customer CRM profile. SmartQuality ensures all communications are accurately tracked and exceptions identified for coaching and training.

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