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“Weathering the Storm” – How Customer Communications Can Cope in a Crisis

Once again weather is making the headlines – and the forecasts make grim reading. Freezing winds, thunder snow, dangerous black ice, are all apparently in the offing. For businesses, disruption is almost inevitable at this time of year as employees struggle to make it in to work, find offices closed when they get there, or [...]

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Four TCO Wins for Service Providers Using Multi-Tenant CCaaS

This post originally appeared at jackitessmer.ulitzer.com For IT systems integrators (SI) selling networking, application and infrastructure solutions, and for telcos offering broadband and voice services, expanding into selling contact center software is a natural – and smart – choice. For quite some time, communication service providers (CSPs) have offered a portfolio of applications to customers that [...]

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The Case for Proactive Outbound Notifications in Healthcare Contact Centers

This post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up with rising expectations for service. This is perhaps most evident in the healthcare sector, [...]

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CCaaS is The Smart Way to Solve Customer-Facing BPO Challenges

As companies’ omni-channel customer experience demands increase, savvy BPO (Business Process Outsourcing) providers are turning to the cloud to provide flexible and scalable contact center offerings. Aberdeen research found that customers having a wealth of information on competitors and expecting a consistent experience across all channels were the two main concerns keeping Customer Experience Management [...]

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Proactive Outbound Communications – Helping Utilities Improve Customer Satisfaction

Empowered with more choices for energy consumption, consumers are no longer tied to a single regional provider. Recent trend analysis conducted across numerous Aberdeen Group studies shows that the percentage of energy and utility companies citing the need to improve customer satisfaction as a key objective has almost doubled between 2012 and 2015. To prevent [...]

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Contact Center Service Provider (CCSP) estimated as the most widely-used global Cloud Contact Center Platform

DMG Consulting, founded by Donna Fluss, has long been one of my favorite analyst firms because of the depth and breadth of their understanding and expertise in the contact center (as well as other) application space. They are known for publishing very detailed, informative and comprehensive reports no matter the topic. That’s why we are [...]

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Contact Centres Need Different Answers to the Same Questions

After visiting our customers and partners in Auckland and Wellington, the Enghouse Interactive Customer Interaction Tour rolled on last week. This time the events took place in Sydney and Melbourne, again featuring panel discussions around the contact centre space. Before the panel discussions kicked off, I told a story about Einstein that I believe perfectly [...]

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TELUS Selects Enghouse Interactive to Support Cloud Contact Centers in Canada

Are you a Canada-based small, mid or large organization that is looking for a Cloud Contact Center solution? Are you looking to provide all customer communication channels, including telephone, email, web chat, web voice, web video, web collaboration and voicemail to your customers? Are you looking a full contact center redundancy on a high capacity, [...]

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Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider Platform

Advances in Cloud contact center product provide greater resiliency, flexibility and integration capabilities to contact center service providers Version 6.1.2 of the Enghouse Contact Center Service Provider (or CCSP – formerly CosmoCall Universe) is a platform currently  deployed worldwide amongst contact center service providers, business process outsourcers and large enterprises, enabling Cloud-based contact center applications [...]

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Improve Patient Interactions and Optimize Resources

Health Reform has tasked medical providers to rethink how to provide accessible, high-quality care more efficiently and cost effectively. Improving patient-provider communications is one important part of the equation. However, distributed healthcare organizations such as hospitals, medical school campuses, pharmaceutical companies and health plans may find it difficult to make their outdated and disparate array of communications technologies work together to effectively achieve their goals.

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