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 [...]
In the past ten years, SMS messaging has grown from a mere curiosity to something most everyone is involved in. Recent media and legislative attention has been paid to this issue and the truth is more people are using text as their preferred method of communication than ever before, even while driving down the road. [...]
The holidays are around the corner… are you ready? Will your telephones be ringing off the hooks with orders, or will your agents be filling their idle time waiting for the telephone to ring? How are you forecasting and scheduling your contact center staff this holiday season?
As part of our evolution, and to create an even stronger organization that delivers the best range of interaction management solutions, all of our product brands have been united under a single, global entity, Enghouse Interactive.
Are you beginning to plan a multi-site contact center deployment or considering implementing a virtual contact center for your business? We have published two free online Web events that may help you with your planning processes: “Best Practices for Planning a Multi-Site Call Center Deployment” provides insights into the benefits of virtual solutions in multi-site [...]
Today, CosmoCom announced that CosmoDashboard, an advanced, real-time contact center reporting application, has won the prestigious 2011 Long Island Software Award (LISA), presented by the Long Island Software and Technology Network. CosmoDashboard recently received the TMC IP Contact Center Pioneer award as well. With CosmoDashboard, administrators and supervisors have unprecedented power and flexibility to monitor [...]
North Shore Credit Union selected Syntellect Communications Portal (SCP) for their IVR platform. With comprehensive support for industry standards, SCP enables NSCU to leverage its investment in Temenos banking software while also offering flexibility for future business growth.
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