Yesterday my colleagues and I hosted a public Web event where we discussed and demonstrated the new features of Enghouse Interactive Quality Management Suite (formerly CallRex) version 5.0. Were you able to join us? If you were unable to attend the event, or would like to view the presentation again, you’re in luck! Click here to [...]

Enghouse Interactive has partnered with ContactBabel to bring you the 2013 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Multimedia Management and the Universal Queue.

It was a busy week last week for Enghouse Interactive, and we wanted to share with you some of the exciting news highlights with you: Telecom Reseller: Bruce Sherman, quality management product manager for Enghouse Interactive, participated in a podcast to discuss the new features of version 5.0 of the Enghouse Interactive Quality Management Suite. [...]

Today Enghouse Interactive announced the release of our next generation Quality Management Suite version 5.0. I wanted to take to the blogosphere to say a few words (okay, more than a few) that the usual press release format doesn’t really allow me to get away with. This release and the subsequent releases leading up to it has [...]

ContactBabel has released their US Contact Center Decision-Makers’ Guide (2013 – 6th edition) studying the performance, operations, technology and HR aspects of US contact center operations. Using random industry samples, a detailed structured questionnaire was given to 205 contact center managers and directors between January and February 2013. Results were analyzed in March and April 2013 in [...]

Enghouse Interactive CTI for CRM provides product-based integration from a large selection of industry leading contact center PBX and ACDs to Salesforce CRM. Tightly integrated to Salesforce, CTI for CRM allows anyone that communicates over the phone with your customers the ability to enhance the customer experience and improves contact center agent productivity. View an [...]

Are you able to seamlessly integrate your third party solutions, like contact center and CRM software packages, with Microsoft Lync telephony features? Are you able to maximize your use of Microsoft Lync to help your organization deliver efficient and effective customer service? Would you like to enable features like screen pop, intelligent call routing, and [...]

A contact center with seasonality is characterized by large influxes of customer interactions that correspond to annual events, such as the holiday season, sporting events, vacation season, hurricane season or back to school. Seasonality can also be a planned event such as liquidation sales, conferences or seminars. Enghouse Interactive can help seasonality contact centers problems with solutions designed to help deliver exceptional customer service during peak times.

Exceeding customer expectations should be a primary objective for any organization. Enghouse Interactive helps you achieve this by delivering an unmatched customer experience through our industry-leading interaction management solutions. A core focus is on providing your customers with their preferred choice of communication through IVR, Voice, Email, Text, Fax, Web and Social Media. Watch the [...]

Previously, I posted the article “Are Smaller Companies Exposed from a Lack of Call Recording?” The following is part two, discussing how smaller businesses may benefit from adding call recording capabilities. Improve Training & Customer Service Delivery Beyond minimizing vulnerabilities, call recording can and should be a tool to improve the quality of customer interactions. [...]