Enghouse Interactive has been busy this week, announcing the availability of research by ContactBabel sponsored by Enghouse Interactive, and now announcing the receipt of a 2012 Long Island Software Award (LISA). The award was presented by the Long Island Software and Technology Network (LISTnet) in a ceremony on May 2nd. The LISA recognizes innovation and [...]

Improved queue handling, flexibility and functionality seen as drivers for needed technology upgrades. The latest research by contact center industry analysts at ContactBabel has confirmed that joining multi-site contact center operations together into a single ‘virtual’ contact center in the cloud has reduced queue times and problems associated by call spikes.

Today, 1to1 Media published an article penned by Enghouse Interactive’s CTO, Alex Black. The article, “IT’s Role in Delivering Top-Notch Customer Service,” provides insights into why successful, strategically focused IT executives are taking a holistic approach to improving customer service.

Enghouse Interactive, developer of the most comprehensive portfolio of interaction management solutions, announced the availability of Intuition Acclaim 5.2, the latest in the Datapulse line of leading console and directory applications for Avaya PBXs. The latest release adds direct IP connectivity for Avaya CS1000 plus a number of new and enhanced features, including click to dial and extended support for Microsoft Lync and other Microsoft products.

Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]

Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]

Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. The most widely-used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web [...]

Veteran Software Executive to Lead Strategic Growth in Interaction Management Business Enghouse Interactive officially announced that it has appointed Christoph Mosing to the position of president, Enghouse Interactive USA. In this role, Mr. Mosing assumes responsibility for Enghouse Interactive’s operations in the Americas and will play a major role in aligning the organization to advance [...]

Enghouse Interactive reveals U.S. IT Executive’s thoughts on handling of customer communications and interactions. Enghouse Interactive shared deeper insights from the recent Enghouse Interactive Customer Interaction Index on the mindset of U.S. IT executives when it comes to addressing three distinct classifications of customer interactions: structured, unstructured and self-service. Structured interactions are defined as transactional [...]

According to the Enghouse Interactive Customer Interaction Index, a survey released by Enghouse Interactive today, U.S. IT decision makers say good customer service is more important that managing costs. The Customer Interaction Index captures the state of customer interactions in U.S. businesses from the perspective of technology decision makers. Kelton Research, a leading national public opinion company, conducted the survey among 227 senior IT professionals from U.S.-based companies with revenues between $50 million and $1 billion annually.