Enghouse Interactive

About Enghouse Interactive

Enghouse Interactive develops the world's most comprehensive portfolio of interaction management solutions, delivering technology and expertise to maximize the value of every customer interaction.

About Enghouse Interactive

• ACD
  • Multiple Skill Groups Supported
  • Supervisors Can Log Out Agents Remotely
  • Listen and Monitor Agent Conversations
  • Multiple Announcements and Music Treatment Provided
  • Skill Based Routing
  • Supervisor Can Change Skill Groups

• CTI
  • Multisite Routing
  • Queue Optimization
  • Abandoned Call Recovery
  • Screen Pop
  • DeskTop Integration

• Dialer
  • Outbound Dialer
  • Preview Dialer
  • Predictive Dialer
  • Answering machine detection
  • Proactive outbound
  • Call Compliance US
  • Call Compliance Canada
  • Call Complinace Other
  • Outbound Multi Channel Engagement

• IVR
  • Accurate prediction of expected wait time in queue
  • Natural languge speech recognition?
  • IVR and Channel Testing
  • Load Testing

• Intelligent Virtual Agent (IVA) assistance
  • Automatic Callback
  • Visual IVR
  • Customer Preference And Behavior Based Menus
  • Speech Recognition
  • Text-to-speech (TTS)
  • Speaker Verification
  • Seamless Transfer of customer information from self-service to agent
  • Universal Queueing
  • Real Time Reporting

• Virtual CallBack
  • Multi Channel Virtual Callback

• Social Media
  • Threading of Messages
  • Video

• Multi-channel - Omni Channel
  • Unified contact channels
  • Unified blending
  • Unified Administration
  • Unified Routing
  • Unified Reporting
  • Unified Comminications

• WEB Capability
  • Web Chat Capability
  • Web Co-browsing/screen sharing
  • Web Virtual Assistance
  • Web Click-to-Call
  • Web Self - Service
  • Web Callback

• Analtyics
  • Desktop Analytics
  • Big Data Analytics
  • Data Driven Design

• Voice of the Customer
  • Survey Tools
  • Web surveying
  • Voice of the employee
  • Customer Journey mapping
  • Enterprise feedback management
  • CSAT/NPS Measurement

• Performance Management
  • Provide Performance Management Scorecard
  • Implement targets to groups/functions
  • Compare employee performance against peers
  • Link Objectives to targets/rewards
  • Help identify strengths and weaknesses
  • Track individuals training requirement
  • Link specific areas of skill development
  • Reward and incentive solution

• Training and Coaching
  • agent coaching
  • elearning
  • classroom training

• Quality Monitoring
  • Real-time monitoring of voice and screen
  • Web interface
  • Schedule for call recording
  • Playback for any LAN/WAN workstation
  • Speech Analytics
  • Analytics based on keywords or phrases
  • Screen Playback synchronized with audio
  • Instantaneous call retrieval
  • Flexible rules editor
  • VoiP recording
  • Voice and screen saved in standard file formats
  • Calls automatically routed to evaluators
  • Search for call on Ad hoc basis
  • Efficiency in filling out forms
  • Integrated Reporting
  • Multi-site Recording
  • Screen Recording
  • Virtual Contact Center Recording
  • Open Source Recording
  • Compliance monitoring

• Language Capabilities
  • Multi Language Capabilities
  • Multi Language Machine Translation
  • Multi-Language Translation Services
  • Multi Lingual text analysis

• Other
  • Help Desk Software B-B

• Number of Agents
  • 1 - 50 Agents
  • 51 - 150 Agents
  • 151 - 250 Agents
  • 251 - 500 Agents
  • 501 - 1000 Agents
  • Over 1000 Agents

• Integration
  • Systems Integration
  • CRM Integration
  • Salesforce Integration
  • Microsoft Integration
  • SugarCRM Integration
  • Front and Back Office Integration
  • Other Consulting Services

Directory Categories

• ACD Systems
• Computer Telephony Integration (CTI)
• Interactive Voice Software
• Customer Experience Feedback and Analysis
• Social Media - Social CRM