Multi-Channel Contact Centers

Contact centers play a vital role in one-to-one customer interactions, providing opportunities to gather feedback, differentiate your company's products and services, as well as to build loyalty. Effectively handling such "structured" interactions requires a communications platform that leverages defined processes to empower your contact center to quickly and efficiently respond to customer demands. This type of interaction management solution typically blends multiple media types with your business rules, allowing your contact center to increase revenues, reduce costs, improve call handling and retain customers.

Enghouse Interactive's Multi-Channel Contact Center Solutions provide the most comprehensive set of contact center interaction management tools in the industry, including: routing, queuing, tracking and reporting of inbound and outbound calls, blended calls, email, web chats, web requests, fax, voice mail, and tasks. Available as both premise and cloud-based deployments, our contact center solutions enable you to manage customer information, decrease time-to-answer, and route calls, email and web inquiries to your agents while providing them with an automated screen display of pertinent customer information for each call. Our solutions also allow your agents to wrap-up calls, perform follow-up tasks, and report on all transactions, delivering the best results in the shortest period of time.

Enghouse Interactive's contact center solutions offer comprehensive features that cover all areas of contact center operations, making customer service easy for the agent and appearing effortless and consistent to the customer, including:

  • Speech-enabled self-service voice portals
  • Unified multi-channel customer interaction management
  • Intelligent routing
  • Powerful agent interfaces
  • Complete, searchable customer interaction history
  • Comprehensive management tools
  • Business driven reporting
  • Call recording and monitoring
  • Survey Manager
  • Scalability
  • Fault tolerance/ redundancy

Enghouse Interactive Contact Center Solutions are successfully deployed in enterprises and SMB's across the globe and are delivered through a variety of product offerings, including:

To learn more about Multi-Channel Contact Center offerings from Enghouse Interactive, please contact us to speak with a representative and schedule a personalized demonstration.