Name: Enghouse Interactive Contact Centers
Rating: 6 (6 reviews)
Author: Enghouse

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

PHP Frameworks

Product Lifecycle Management (PLM)

Text Editors

Development

Business Intelligence (BI)

Collaboration

Enhanced 911 (E911)

Meeting Management

PDF Editors

Payment Facilitation

Supply Chain Management

Visitor Management

Enterprise

Accounting

Blockchain Payments

Crypto Asset Management

Hedge Fund

Investor Relations

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Archiving

Cloud Storage

Composable Infrastructure

Custom Software Development Services

Data Masking

Database Performance Monitoring

Email Encryption

Endpoint Security

Firewall

Fraud Detection

IT Asset Disposal

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Internet Security

Log Management

Network Performance Monitoring

Network Traffic Analysis (NTA)

NoSQL Databases

Software Composition Analysis (SCA)

Storage Management

Value-Added Resellers (VARs)

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Content Management

Creative Collaboration

Domain Registration Services

Email Marketing

Marketing Automation

Native Advertising

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Proposal

Sales

Cloud Infrastructure Entitlement Management

File Integrity Monitoring

Security

3D Modeling

Membership Management

Real Estate

Simulation

Vertical-Specific

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Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.

Self-Serve Customer Service Solution

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

b-hive Metered Seat Cloud PBX

b-hive Standard Seat Cloud PBX

b-hive Pro Seat Cloud PBX

b-hive Standard Seat - Call Paths

b-hive Pro Seat - Call Paths

SIP Trunking - Metered

SIP Trunking - Unlimited

Contact Center

Broadvoice | GoContact

Enghouse Interactive Contact Centers

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Likelihood to Recommend

Likelihood to Renew

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Enghouse

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Enghouse Interactive Contact Centers 2022-02-26 20:43:30

Enghouse Interactive Contact Centers

Overview

What is Enghouse Interactive Contact Centers?