Deliver increased flexibility, fast response and personalised service on all communication channels with Enghouse Cloud Contact Center.
Reduce time to become fully operational compared to premise-based systems. Moving to the cloud brings all of your business critical data together so you can make better and faster decisions. As your business needs change and grow, simply adjust without worrying about hardware planning or IT pushback. Add agents or features quickly to adapt to your organization’s requirements allowing you to react at a moment’s notice. Enghouse Cloud Contact Center supports key data security requirements, including SOC2, HIPAA and PCI. The browser-based TouchPoint agent UI allows agents and supervisors to get up to speed and work productively. Enghouse Cloud Contact Center allows you to focus on core business, eliminate capital expenditure and reduce IT costs.
Adding new communication channels seamlessly
At any scale
Start small and grow, adding new features easily and quickly
Agents can work from anywhere with a PC, Internet connection and a headset
Zero infrastructure costs and fixed operating expenditure
Comprehensive, intuitive tools to manage your business and daily operations
A Myriad of Ways to CommunicateSocial Media Integration
Offer your customers social messaging as a contact channel
- Omnichannel communications
- Self-service options
- Intelligent routing to the right place first time
- Real-time analytics and comprehensive historical reporting
- Outbound solutions suite
- Audio and screen recording with Quality Control
- CRM integration
- AI automation and agent assistance
- Workforce management
- Suite of open APIs
Artificial Intelligence (AI)
Automation can play a key role in delivering consistent customer service. Enghouse Cloud Contact Center uses AI to complement your agents’ expertise and augment customer service delivery through intelligent routing and highly accurate, automated responses.
AI Intelligent Routing
Allows you to improve first call resolution using all available data from the customer’s enquiry to determine the topic, and optimal destination within your organisation.
Building upon business-specific rules, SmartAgentReply automatically generates suggestions to deliver consistent responses to customers. It is trained on your data using machine learning.
Provides agile, accurate content from FAQs and policies relevant to the customer enquiry and removes the need for manual search and cross-reference activity. Also enables language translation which can improve agent productivity, and assesses customer sentiment empowering service excellence.
Experience the Benefits
- Agents can focus on high-value interactions leveraging AI and intelligent bots. Enghouse Cloud Contact Center can provide suggestions and relevant information to assist both agents and customers and deliver a personalized experience.
- Enghouse Cloud Contact Center agents use one screen with one view to manage and expedite customer interactions, providing the best possible user experience and quality of service with the lowest possible overhead
- Easily integrate with CRM using standard connectors to simplify collaboration between agents, supervisors and back-office subject matter experts
- Bring new contact centres online within days, enjoy resilience and a low cost of ownership with true multi-tenancy, and offer total business continuity for mission critical operations
- Maintenance of the user experience, administration and configuration capability which are key factors for many organisations when moving off-premise are comprehensively delivered through Enghouse Cloud Contact Center
Integrations and Extensions
Winner of the 2019 IBM Excellence Award – Hybrid Cloud Innovation
Create modern, intuitive customer care solutions and strategies with Award-Winning Enghouse Cloud Contact Center and meet the operational demands of your business at any scale, in any geography worldwide.