The key benefits, delivered through the contact center solution portfolio, include a unified view across all contact center operations, increased agent productivity, multiple deployment methods and platform independence, optimized resource management through intelligent routing and tools for administration and agent optimization, increased first-call resolution, and support for various channels of communication on a single interface. EngHouse Interactive Contact Center solution of the company - Enterprise Contact Center: Enterprise (CCE) is a highly adaptable, omnichannel platform that enables contact centers to deliver a superior customer experience through an omnichannel routing engine.
USP : EngHouse Interactive Contact Center is contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.
Use Case Maturity
|Breadth and Depth of Product Offerings|
|Product Features and Functionality|
North America , Latin America , Middle East and Africa , Asia-Pacific , Europe
ENGHOUSE INTERACTIVE Presence in Contact Center Analytics Solutions
Enghouse Interactive is an established software and services provider for multichannel contact centers, self-service, solutions, attendant operator consoles, and WFO solutions, with a global presence across various industries. It focuses on strengthening its expertise in contact center analytics through organic as well as inorganic growth strategic initiatives. The company has made acquisitions and strategic partnerships to expand and diversify its customer engagement analytics solutions, including contact center analytics. In this pursuit, the company acquired CTI Group, which would help in strengthening the telecommunications operator solutions portfolio of the company by offering a carrier-grade analytics platform for cost analysis, allocation, and cost recovery, and also enables service providers to mine their customer data to maintain a competitive advantage. Further, Enghouse also partners with significant industry players, such as Nexon and GENBAND to expand its contact center analytics portfolio, as well as increase its customer base. The company leverages from itshttps://www.verint.com/partners/customer-engagement-optimization/index.html partner network of channel sales partners, technology partners, OEMs, distributors, and VARs to deliver its contact center solutions across the globe. Looking at its organic growth strategy, Enghouse spends a significant amount of its annual revenue to enhance its capabilities and build on its contact center analytics technology through product developments and new product launches. Recently, in July 2016, Enghouse Interactive added new features and functionalities to its Contact Center Service Provider 7.2 (CCSP), which enabled the cloud contact center platform to streamline its workflow and enhance usability to increase the productivity and revenue, while lowering the Total Cost of Ownership (TCO).