Communications Centre

Wouldn’t it be great if you could guarantee every customer got through to the right person, who had the right information, and had their issue resolved first time? Enghouse Interactive’s Communications Centre is a total contact centre solution to help you do just that.

One Solution for all interactions
Today’s customers expect to communicate with organizations whenever they want, from wherever they are, via what channel they like. Enghouse Interactive’s Communications Center intelligently streamlines and centralizes all contact types in a single, fully integrated solution with a userfriendly interface. Omni-channel queuing and skills-based routing ensure all types of interaction are identified, prioritized, routed and transacted expertly, first time, every time.

Communications Center is a modular solution which includes: omnichannel contact center, operator attendant console, self-service IVR, call recording, and quality monitoring. A range of additional components and integration tools allows you to add functionality as requirements and budget dictate.

Deliver Outstanding Service Across all Channels
Ensure every customer receives the same level of service regardless of whether they choose to contact you by phone, email, chat, social media, video or text. Communication Center’s omni-channel queuing lets you route, manage and measure all types of contacts using one workflow engine. Agents and customers can choose their channel and also have the option to move between channels seamlessly. For example: from instant message to screen sharing, or from voice to video.

Improve First Contact Resolution
By matching agent skills and experience to queues and delivering each interaction to the most appropriately skilled agent available.

Maximize Profit with Outbound Contact
Balance out the periods of low inbound call traffic by delivering a blend of inbound/outbound calls to agents depending on their skill-set, availability, and time of day.

Integrate Call Recording
An integrated voice and computer recording solution makes it easy to create a customer-focused, regulatory compliant contact center, while motivating and coaching staff to achieve excellence.

Automate Routine Calls
Routine, repetitive calls can easily be automated using IVR, providing self-service options to the caller and significant cost savings to the contact center.

Simple Integration
With tight integration to Avaya, Cisco, NEC and Microsoft Skype for Business (SfB) voice platforms, we take advantage of best-of-breed voice communications technology to deliver exceptional contact center functionality. The contact center
is often viewed as risky during SfB deployments, however, Communications Center will make your migration flexible and worry free. With over 200 installed sites globally and support for migrations from multiple platforms (including Avaya, Cisco and NEC), you can simplify your migration path by choosing Communications Center. Enghouse Interactive is a Microsoft Gold Partner and have been global innovators with Microsoft platforms and communications for over 15 years. You can be confident your migration will be low risk.

• Answer more calls in less time, increasing productivity
• Offer customers their choice of communication method and ensure service is consistent across all channels
• Achieve first contact resolution through intelligent routing
• Reduce abandonment rates, queues and call times by offering a callback
• Reduce agent attrition by providing the tools they need to achieve targets,
  reducing stress
• Optimise staff resources through comprehensive reporting and automation
• Improve customer satisfaction through real-time interaction monitporing and coaching
• Create loyal Customers by personalising their experience