Enghouse Interactive Contact Center Overview

Enghouse Interactive Contact Centers enable management of customer information and routing of multiple contact channels. Reliable reporting aids decision making, planning, and prioritization.

Use Cases

Customers recommend Call Recording, Tracking & Monitoring Communications, Helpdesk Management, as the business use cases that they have been most satisfied with while using Enghouse Interactive Contact Center.

Other use cases:

  • Engagement Management
  • Workflow Management
  • Creating Contact List
  • Lifetime Value Management
  • Contacts History
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Business Priorities

Enter New Markets Internationally Or Locally is the most popular business priority that customers and associates have achieved using Enghouse Interactive Contact Center.

Other priorities:

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Enghouse Interactive Contact Center Use-Cases and Business Priorities: Customer Satisfaction Data

Enghouse Interactive Contact Center works with different mediums / channels such as Phone Calls.

Reviews

"...As a manager I appreciate the real time call center data and how easy it is to configure our various queues and call/agent delivery preferences, a lot better than our previous software...." Peer review by Randy R, Technical Specialist

Enghouse Interactive Contact Center, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Enghouse Interactive Contact Center

Top Industries

  • Consumer Services
  • Education

Popular in

  • Mid Market
  • Enterprise
  • Small Business

Enghouse Interactive Contact Center is popular in Consumer Services, and Education, and is widely used by Mid Market, Enterprise, and Small Business.

Comprehensive Insights on Enghouse Interactive Contact Center Use Cases

How can Enghouse Interactive Contact Center enhance your Tracking & Monitoring Communications process?

How can Enghouse Interactive Contact Center optimize your Engagement Management Workflow?

Case Studies

Banking

CASE STUDY Cobalt Telephone Technologies (CTT)

Enghouse Interactive Communications Portal helped Cobalt Telephone Technologies (CTT) speed up development for automated parking services. CTT needed to support many IVR platforms for different secto...rs. The platform made it easy to build and launch new products fast, sometimes in weeks. CTT reduced costs and complexity by using a full software stack. The solution handles high call volumes 24/7 and gives real-time control to staff. CTT can now deliver reliable, quick service to millions of users.

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Government Administration

CASE STUDY Nottingham City Council

Enghouse Interactive Communications Center helped Nottingham City Council consolidate its contact centre platforms. The council needed to increase efficiency and support a shift from face-to-face to ...digital channels. The solution enabled a 150-seat contact centre to be implemented in just 4 weeks. Support costs and downtime dropped significantly. The council can now launch new services quickly and support hybrid working. The platform supports future innovation and ongoing channel shift initiatives.

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Government Administration

CASE STUDY Fingal County Council

Enghouse Interactive Communications Center and Microsoft Teams helped Fingal County Council switch to remote working for all customer care agents in one month. The council reduced average wait times ...to 19 seconds while handling nearly 15,000 calls per month. First contact resolution rates rose above 80%. Agents gained better visibility and control over calls and performance. The solution enabled faster reporting and improved collaboration across departments during the COVID-19 pandemic.

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Government Administration

CASE STUDY Lockyer Valley Regional Council

Enghouse Interactive Communications Centre and Quality Management Suite helped Lockyer Valley Regional Council improve customer communications. The council faced high costs and unreliable legacy syst...ems that made service difficult. Enghouse Interactive provided an omni-channel, cost-effective solution with real-time dashboards and quality management. The new system enabled better agent coaching, team KPIs, and easier performance tracking. Lockyer Valley now delivers more responsive and efficient service to its residents.

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Government Administration

CASE STUDY State of Louisiana

Enghouse CCaaS helped the State of Louisiana modernize its contact centre. The state replaced old, costly systems with a single cloud platform. This made it easier for agencies to work together and r...espond quickly in emergencies. The new system improved self-service for citizens and reduced hold times. The platform supports 150 agents and allows fast scaling during crises. Geographic redundancy ensures service continues even if one site fails.

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CASE STUDY Ascensos

Enghouse Interactive Contact Center: Enterprise helped Ascensos build a flexible contact centre platform. Ascensos needed a system to deliver high-quality customer service and adapt to each client. T...he solution let agents work across channels like social media, video, and live chat. Managers gained better control and visibility of agent performance. The platform improved reporting, CRM integration, and customer interaction tracking. Ascensos now delivers faster, more agile service to its clients.

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Enghouse Interactive Contact Center Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

2.76/5 ★

Read Reviews (1)
Custom Reports

3.31/5 ★

Read Reviews (12)
Analytics

2.38/5 ★

Read Reviews (2)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

2.76/5 ★

Read Reviews (1)
Custom Reports

3.31/5 ★

Read Reviews (12)
Analytics

2.38/5 ★

Read Reviews (2)

Software Failure Risk Guidance

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for Enghouse Interactive Contact Center

Top Failure Risks for Enghouse Interactive Contact Center

Enghouse Interactive News

M&A

Enghouse Acquires Aculab PLC - Enghouse Interactive

Enghouse Systems Limited, through its subsidiary Enghouse Holdings UK Limited, has acquired Aculab PLC, a UK-based provider of communications and AI software solutions. This acquisition expands Enghouse Interactive's product portfolio by adding Aculab's CPaaS solution and AI-driven products, enhancing their gateway business. The acquisition aims to leverage synergies between the companies to broaden Enghouse's market reach.

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Partnership

Enghouse announces expansion of our cloud contact center technology in the Middle East through our partnership with Voxtron - Enghouse Interactive

Enghouse Interactive has formed a strategic partnership with Voxtron to expand its cloud contact center technology in the Middle East. The collaboration introduces Voxvantage Cloud Contact Center as a Service (CCaaS), leveraging Enghouse's advanced technology. The launch event will be held at the Grand Hyatt Dubai, featuring key speakers and discussions on enhancing customer experiences in the region.

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Product

Enghouse Launches its Next-Generation EnghouseAI Suite - Enghouse Interactive

Enghouse Interactive has launched the EnghouseAI Suite, a next-generation AI product designed to enhance contact center capabilities. The suite offers real-time assistance, automated coaching, and evaluation tools, and provides actionable insights from customer interactions. It aims to improve agent productivity and transform customer engagements into growth opportunities.

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M&A

Enghouse Acquires Aculab PLC

Enghouse has acquired Aculab PLC.

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Enghouse Interactive Profile

Company Name

Enghouse Interactive

Company Website

//enghouseinteractive.com

HQ Location

Phoenix, AZ

Employees

501-1000

Social

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Financials

PRIVATE