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 [...]
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 [...]
Did you know that 90% of customers are likely to tell their network about poor customer service? Today, customers want self-service to be quick, accurate, relevant, and intuitive. They expect to be served from anywhere, on any communication channel, and from any device. “Innovative Best Practices in Designing and Managing Self Service” presents how well-designed [...]
Enghouse Interactive announced today the release of Communications Portal v9.0 (formerly Syntellect Communications Portal / Envox Communications Development Platform). A continuing evolution of the customer self-service experience, the latest release of this industry-leading IVR platform offers new features and improved performance and density, empowering organizations to create dynamic and flexible automated voice solutions that improve customer engagement and reduce the overall cost of delivering an exceptional customer experience.
Exceeding customer expectations should be a primary objective for any organization. Enghouse Interactive helps you achieve this by delivering an unmatched customer experience through our industry-leading interaction management solutions. A core focus is on providing your customers with their preferred choice of communication through IVR, Voice, Email, Text, Fax, Web and Social Media. Watch the [...]
Today, Enghouse Interactive announced that Communications Portal, our leading speech and IVR solution, has earned a 2012 Speech Technology Excellence Award from TMC. In today’s press release, the CEO of TMC, Rich Tehrani stated: “Enghouse Interactive has demonstrated to the editors of Customer Interaction Solutions that Communications Portal is both innovative and a leader in [...]
In recent months, you have probably seen Enghouse Interactive mentioned in various articles and white paper offerings. But you may be saying to yourself, “who or what is Enghouse Interactive?” The name may be new, but chances are that you already know one or more of the interaction management brands that make up Enghouse Interactive. This article will provide a high-level view of the who, what and why behind the new brand you probably already know.
Enghouse Interactive’s J.R. Sloan was recently published in CRN Magazine. His article, “How to Sell a Customer Self-Service Solution,” offers solution providers tips on what to consider in order to successfully sell self-service / IVR solutions.