Tag Archives: contact center

Unified Communications and the Contact Center – Better Together

Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings. Unified Communications (UC) evolved out of the PBX market, so not surprisingly, these solutions were telephony-centric. Things have certainly progressed, but today’s UC is still built around the needs of employees as end users [...]

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How Do I Reduce Call Queuing Times

Customers hate waiting on hold and if the clock ticks away for too long they will quite often abandon the call before they have reached the front of the queue.  For a business,  long wait and hold times for their customer also means lost sales, bigger service issues and customers who are ready to jump [...]

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Healthcare leaders look to the contact center for help

The contact center is becoming ever more important to the core business of hospital and medical center networks. Revenue is now being impacted by the service provided by their agents, receptionists and nurses. 84% of patients attend their appointments when reminded and readmissions are reduced by up to 25% when discharge follow-up information is communicated [...]

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Future Contact Center Summit Review

During the IQPC Future Contact Center Summit earlier this month Enghouse Interactive participated in a panel conducted by CRMXchange to discuss contact center and customer service trends to look out for in 2015. Buster Hansen, Director of Solutions Engineering, represented Enghouse Interactive and answered questions regarding significant developments that provide superior customer experiences and further [...]

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It’s All About Making Every Customer Interaction Count

Just this morning somebody asked me “So what do you like about the contact center space?” Its a question I have contemplated many a times. For me the answer is simple — I love customers. Without customers companies wouldn’t exist. An integral part of any organization, a Contact Center is the primary avenue facilitating customer [...]

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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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10 Trends of Today’s Successful Contact Centers

The overall trend in this new era of customer-centricity, customer advocacy, and customer lifetime value, is moving the traditional contact center to a “Customer Engagement Center” (CEC)    As Call Centers have evolved into Contact Centers, they have come to embrace the concepts of multiple modalities of communications, and other exciting innovations. The most recent [...]

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Making the Case for Home Agents

Over the past few years, there has been a lot of discussion around home-based agents and the trend of “homeshoring.” For many good reasons–like cost savings and environmental conservation–these concepts are gaining traction within many companies. Several of our customers, not to mention a number of Enghouse Interactive employees, have been part of the virtual workforce for years. Here are a few benefits that we have observed:

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CallRex Completes Interoperability Testing

Our developers have been quite busy lately, completing third party interoperability testing with Cisco Unified Communications Manager – Enterprise version 8.5, and internally testing CallRex version 4.1 against Avaya Application Enablement Services (AES) version 4.2. Cisco CallRex Call Recording version 4.1 has recently passed interoperability testing with Cisco Unified Communications Manager – Enterprise version 8.5. [...]

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Customer Service Inspiration

Tomorrow, we will be celebrating Thanksgiving in the United States; a time when we reflect upon what we are grateful for and we reconnect with our friends and family. Thank you for visiting the Telrex blog and participating in the community. You are appreciated! Before heading out for the holiday weekend, I thought that I [...]

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