Vendor:
Founded:
Headquarters:
Enghouse Interactive
1984
Phoenix, AZ
Customers:
Deployment Model:
Free Trial:
10,000+
Cloud, On-Premise
No
Enghouse Interactive At A Glance
Product Overview
Enghouse Interactive helps contact centers in midmarket and enterprise organizations provide exceptional customer service. It can be deployed in the cloud, on-premise or in a hybrid environment. One main benefit of Enghouse Interactive is the omnichannel features that allows customers to engage with agents in their preferred channel (e.g., email, social, text).
The vendor offers a variety of solutions geared toward companies of many sizes and requirements. This review will focus on the Contact Center for Business solution.
Contact Center for Business is intended for midmarket companies and offers customization to fit an organization’s specific needs. It has a modular design, so companies can purchase the modules they need and then incorporate additional components down the road. Contact Center for Business integrates with most customer relationship management systems (CRM) and other third-party solutions. In addition, the software integrates with voice and telephony providers, such as Avaya, Cisco, NEC and Microsoft Skype for Business.
There are numerous long-term benefits, such as:
- Improved customer satisfaction
- Increased agent productivity with automated processes
- New features that enhance the customer experience (e.g., web chat, video chat, screen sharing)
- Access to real-time data for improving agent and contact center performance
- Integration with solutions for the visually impaired (e.g., JAWS, MAGic Screen Magnification)
Features
Contact Center for Business has seven modules, and we’ve listed the key features for each of them below.
Omnichannel capability – Agents can communicate with customers on multiple channels and get relevant context from a customer’s data via the same platform. There’s the Multimedia Queuing feature, which is a workflow engine that routes customers from any channel to an appropriate agent. Newer omnichannel features include web chat, video chat and page sharing. Users can place a chat window on any page within their website that connects with customers. Agents can also engage with customers via video chat for a more personalized touch, and the page sharing feature allows them to look at the customer’s screen in real time.
Interactive Voice Response (IVR) – Users can design an IVR workflow that offers self-service capabilities to customers. The Identification and Verification feature collects and verifies each customer’s information with keypad entry or speech recognition and then routes it to another IVR menu or an agent. With the PCI-compliant Card Payment feature, customers can pay their bills via any channel. Finally, there’s the Mobile IVR Navigator that gives customers a visual set of menus on their mobile device.
Outbound – This module provides predictive dialing and other tools for outbound campaigns. It can detect answering machines and define a Caller ID by campaign or contact list. Additional features include multicampaign management, call forwarding and conferencing and real-time agent monitoring. Note that the outbound module is compliant with national and international regulatory standards.
Attendant operator console – The attendant operator console allows small contact centers to quickly handle and transfer calls. Some of its features are synchronization with existing directories, automatic callback and optional call recording. The console integrates with Cisco, Avaya, NEC and Microsoft, so agents can receive calls from their software client or an IP phone.
Quality management – The quality monitoring module includes several features for tracking agents’ performance and providing coaching, such as call recording, performance review templates, scorecards and optional speech analytics. And with the workforce management feature, supervisors can optimize their staffing levels and create schedules.
Knowledge management – Companies can offer their customers additional self-service options like a community forum and a knowledge base. Users can set up a community forum where agents and other users can respond directly to questions. They can also add in a search engine that uses natural language processing to help customers find relevant content.
Insights – Supervisors can get visibility into the contact center’s performance all on one screen with the Advanced Queues view. In addition, they can track metrics, such as total calls or average handle time, in the Dashboard window. Supervisors can also create and schedule reports using built-in templates.
Target Market
Enghouse Interactive targets midmarket and enterprise companies in many industries, such as finance, higher education and government. We’ve listed 10 of its clients below.
- Adrienne Arsht Center for Performing Arts
- Anheuser-Busch
- Cardiff Council
- Helly Hansen
- Partner Colorado Credit Union
- Scottish Borders Council
- Southeastern Grocers
- Spotless Group
- Towers Watson
- University of Massachusetts, Lowell
Implementation/Integration
The Enghouse Interactive implementation process consists of seven steps, which are:
- Kick off – During the kickoff call, the vendor’s implementation team provides details to the client on the process and timeline.
- Planning – The implementation team meets with key stakeholders within the client’s organization (e.g., contact center supervisors, IT staff) to go over any goals and requirements on workflows, telephony integration and deployment.
- Design – The project engineer builds the software, including adding specific modules, and performs any remote installations and integrations. The client can initially test the software during this step.
- eLearning – During the implementation process, supervisors and agents can participate in online learning to get themselves familiarized with the software.
- Installation – For on-premise or hybrid deployment, the project engineer installs the solution at the client’s site. They’ll then walk through the software with key stakeholders and check that the telephony integration is working. End users can also test the system at this time.
- User Training – The project engineer provides on-site training as a refresher for agents that have completed the online training. They can also “train the trainer” or train only the supervisors and managers.
- Go Live – The software is live, and the project engineer is available during the first day for any questions or additional training.
Customer Service & Support
All support contracts include automatic access to new releases, the help center and phone and email support. The help center includes a knowledge base and a place where users can submit tickets. Additionally, Enghouse Interactive offers optional support features, such as priority response, Managed Services and Technical Account Management.
Pricing
Enghouse Interactive doesn’t publicly display its pricing information, so please contact the vendor directly for a quote.
Shortcomings
The software has robust features, so there can be a slight learning curve for new users. And because of its robustness, it also may not be a good fit for small call center environments.
Screenshots
About
Enghouse Interactive’s mission is to help midmarket and enterprise organizations respond to customers quickly and efficiently. It offers a variety of solutions with flexible deployment options. Enghouse Interactive is a division under Enghouse Systems, a Canadian-based software and services company that’s publicly traded on the Toronto Stock Exchange.
The company’s North American headquarters is located in Phoenix, and it has additional offices in the U.K. and Australia.
