Tag Archives: self-service

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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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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New Whitepaper Release – Self Service Best Practices

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 [...]

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Enghouse Interactive Communications Portal v9 Released

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.

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Exceed Customer Expectations by Providing Their Preferred Choice of Communication (VIDEO)

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 [...]

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2012 Speech Technology Excellence Award

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 [...]

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The “New” Brand You Probably Already Know

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.

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IVR Tips and Trends

J.R. Sloan, product director of portfolio management for Enghouse Interactive, was recently quoted in the article “IVR Tips and Trends” in the June 2012 issue of Customer Interaction Solutions.

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How to Sell a Customer Self-Service Solution

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.

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The Rise of Customer Self-Service

Enghouse Interactive’s J.R. Sloan was recently published on CMS Wire. His article, “The Rise of Customer Self-Service,” discusses some of the pitfalls and opportunities in creating a self-service strategy.

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