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Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise [...]

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Building Contact Centers for the Future of Customer Service

We recently wrapped up our webinar series highlighting tons of new features and customer service best practices. With today’s ever-changing consumer mentality, it’s challenging—to say the least—to keep up with the latest trends, tools, and customer-experience expectations. The ongoing slew of changes makes empowering agents, managers, and customers with seamless omni-channel support now more crucial [...]

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Analysts, Beaches, and Contact Centers

Beaches and contact centers rarely have anything in common—one might even say they are polar opposites. However, we pulled them together for our first Enghouse Interactive North American Analyst Summit in Huntington Beach, along with our executive team and a handful of top industry analysts. We chose California because we knew if the event tanked [...]

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Skype for Business in ‘The Age of the Customer’

This week Generation-e hosted Microsoft’s Australian Skype for Business launch at Dockside in Sydney’s Darling Harbour, and as a partner of Generation-e and Microsoft, we were proud to be a silver sponsor of the event. There was a great turn out of partners and customers who came along to learn about the benefits of Skype [...]

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Are you Winning the Waiting Game?

The waiting game in contact centers is never enjoyable. In order to keep your company’s customer service ahead of the competition and provide an effortless experience for agents and customers alike, it’s essential to incorporate true predictive dialing. Your call center can earn a reputation as a smooth operator by providing customers with valuable information [...]

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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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Contact Centre Nirvana – Improving Services While Reducing Costs

This week, Enghouse Interactive kicked off its Customer Interaction Tour in ANZ. Visiting five cities across the region, each one features a panel discussion with various partners and/or customers, John Cray, Enghouse Interactive’s VP of Product Marketing, and myself. The first stops on the tour were Auckland and Wellington. Our panel Guest of Honour was [...]

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Conversations with Contact Centers—Browser Based Agent

Hi, David Colliver again.  Happy New Year to you.  Here is my second blog post in my three month series entitled, “Conversations.”  My first post was published on the topic of outbound.  I will share with readers what I have heard in recent conversations with contact center, IT and customer service leaders, what they are [...]

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Enghouse Interactive Releases Version 9.0 of its Enterprise Contact Center

The launch of Contact Center: Enterprise 9.0 (formerly Syntellect CIM) introduces a new agent application for back office workers who interact directly with customers and a lightweight user interface mode for lower compute- resource footprint. This latest version also delivers new features and enhancements to iAgent, a browser based agent workspace optimized with a toolbar mode [...]

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Enghouse Interactive Boosts Cloud Offering for Enterprises and Service Providers

More solutions in the Cloud means new and existing customers have flexible deployment options Today’s business reality demands service providers and enterprises of all sizes choose the best solution to drive revenue, increase customer loyalty, and deliver a great customer experience, while reducing operational costs and churn. With a worldwide eco-system of contact center service [...]

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