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    Thursday, July 5, 2018 News

    New Research Results: Back-Office Can Make or Break Customer Engagement

    New Research Results: Back-Office Can Make or Break Customer Engagement Format: On-Demand Webinar Do you see your back-office as the defining factor in customer experience? If you don’t, perhaps you should. Errors and delays in the back office are the No. 2 cause of customer dissatisfaction.1 Watch this webinar to…

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    Sunday, July 1, 2018 News

    LEAD FOLLOW OR GET OUT OF THE WAY

    It is unclear who coined the phrase which became the title of Ted Turner’s biography, but the sentiment is appropriate none-the-less. In today’s rapidly changing market place, adaptability is the key to survival, and a vital ingredient of success. When Sears and Roebuck first opened for business in the late…

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    Wednesday, June 20, 2018 News

    Sage Elevates Brand and Better Serves Customers with Verint Telligent Community

    As a major financial software provider to leading companies around the world, Sage offers 22 solutions for customers in North America alone, primarily centered around Sage Business Cloud, an end-to-end business management platform. Not surprisingly, meeting customer expectations and providing agile customer support are top priorities for the organization. However,…

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    Sunday, June 17, 2018 News

    Accelerate Your Outbound Customer Service Strategy

    Accelerate Your Outbound Customer Service Strategy   Over the next few weeks we will be revealing ten compelling reasons why you should use an outbound predictive dialler as part of your outbound communication strategy For many businesses, proactive outbound customer communication can potentially be a key driver of success whether…

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    Sunday, June 10, 2018 News

    Is Your Security Solution a Secured Solution?

    Is Your Security Solution a Secured Solution? Discover how community banks and credit unions should confront the insecurity of physical security. It’s a fact. The financial industry has changed significantly over the past 10 years. Community banks and credit unions are not only focused on the competitive environment and customer…

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    Wednesday, May 30, 2018 News

    Intelligent Self-Service: Three Ways to Grow Consumer Comfort with Automated, Robotics-Driven Interactions

    Do you see your company the way your customers do? You want seamless experiences with the companies you do business with—and so do your customers. More than ever, offering choices that are both human- and technology-based can offer your customers better service and free up your customer service employees to…

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    Sunday, May 6, 2018 News

    “Under Pressure” – When Customer Service Struggles to Cope

    Leading high street bank, TSB is the latest in a long line of household brands to have suffered a serious breakdown in service levels that rapidly led to call centres and customer service teams being swamped with enquiries. TSB’s current woes, and well-publicised issues impacting many other well-known customer-facing brands…

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    Monday, April 30, 2018 News

    3 WAYS TO FIND YOUR INNER CHILD AT VERINT ENGAGE

    Engage18: On The Inside Most parents would agree that the average four- to five-year-old has a mind filled with questions.They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities. They love to be a part of the excitement…

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    Thursday, April 19, 2018 News

    Create a Contact Center With Capability

    TouchPoint Agent provides your Microsoft O365 cloud phone system queues with contact center level tools to enhance your agent’s capability, provide superior customer service and empower managers with business intelligence insights, all without the need for costly traditional call center infrastructure. In fact, there’s no infrastructure at all. The new…

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    Wednesday, April 18, 2018 News

    THE BIG D: A JOURNEY TO THE PAST THAT’S NOTHING SHORT OF INSPIRATIONAL

    At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President. John F. Kennedy. Today,…

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    Sunday, April 15, 2018 News

    Leveraging Communication Software for Security at a Banking Institution

    Leveraging Communication Software for Security at a Banking Institution PUBLISHED APRIL 12, 2018 BY GRACIE ARNOLD Customer security and fraud prevention are at the forefront of every bank employee’s priority list. Servicing customers means little if the bank will be caught up in a data breach or fraud scandal. According…

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    Sunday, April 15, 2018 News

    Trust, Communication, and Consistency – Recipe for Increasing a Bank’s Customer Engagement

    While each bank may offer different financial products that set them apart from other regional locations and megabanks, the ability to create a personal and engaging customer experience can be even more competitive. Trust, communication, timely feedback, and consistency are priceless tools when it comes to building customer confidence and forging brand…

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    Thursday, April 12, 2018 News

    FURTHER RESULTS FROM VERINT GLOBAL CONSUMER STUDY FIND 3 IN 5 CONSUMERS BELIEVE TRUST IS CRITICAL

    Join April 12 Webcast to Explore Key Findings and Takeaways from This Research Additional results from our large-scale study of more than 36,000 consumers across 18 countries highlight the importance of transparency and trust. The study reveals organizations must balance a fine line between personalization and collecting data for customer…

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    Thursday, March 29, 2018 News

    3 useful ways to break silos and improve business growth

    Silos are an organic response to the demands of business growth; they develop expertise, accountability and identity within the corporate context, and get jobs done. So why do nearly half (42%) of C-level executives at larger businesses prioritise getting rid of them? And why do the vast majority of executives who rely…

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    Wednesday, March 28, 2018 News

    VISITING THE BIG D IN MAY? GET ENGAGED WITH THE WORLD’S TALLEST COWBOY

    The tallest cowboy in Dallas. Big Tex is a 55-foot statue of a cowboy that sports denim jeans, a plaid shirt, and of course, an awesome 95-gallon cowboy hat and a pair of high-stepping size 96 cowboy boots. Big Tex is designed to speak, turn his head, and wave his hands.…

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    Tuesday, March 27, 2018 News

    “Striking the Right Balance between Automated and Manned” – The Big Conundrum of Customer Service Today

    Most businesses have accepted that digital customer service represents the way forward. It is happening, whether they like it or not.  What many organisations are wrestling with, however, is what is the right balance between digital and human? When should they use a digital and when a manual approach. The…

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    Wednesday, March 21, 2018 News

    Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that’s through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what’s possible with AI. In…

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    Thursday, March 8, 2018 News

    KEY TAKEAWAYS: VERINT ATLANTA CIO AUTOMATION AND AI ROUNDTABLE

    Verint’s John Goodson, SVP & GM, Products, Customer Engagement Solutions, hosted an invitation-only CIO/Executive Roundtable and Dinner on the topic of Robotics and Artificial Intelligence (AI) on February 21 in Atlanta’s Perimeter area. Executives from more than two dozen leading organizations attended representing healthcare, transportation, travel and hospitality, financial services, building products,…

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    Wednesday, March 7, 2018 News

    5 business goals to help you get the best results in 2018

    Have you created your new year’s resolutions or your business goals yet? If not, make sure you do as having plans in place for what you’re going to improve on as well as the goals you want to achieve can make all the difference in 2018. What sort of business…

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    Thursday, March 1, 2018 News

    What contractors can do to protect themselves

    The collapse of Carillion has brought into sharp focus the treatment of contractors and raised questions about what they can do to protect themselves. While Carillion was itself a UK government contractor, it subcontracted much of its work and employed contractors across all kinds of industries. It’s been estimated that up to…

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    Sunday, February 25, 2018 News

    FALL IN LOVE WITH YOUR JOB

    With February being the month of “love”, we’re talking all about loving where you work! Do you want your employees to fall ‘in love’ with their job? Having happy contact center employees leads to happy clients & customers. Here are some tips to ensure that your team will stay with…

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    Wednesday, February 21, 2018 News

    EXECUTIVE PERSPECTIVES ON AUTOMATION INNOVATION

    Remember that the Verint Systems Engage global customer conference takes place May 14 – 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions. Did you have a chance to read the blog last month from…

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    Tuesday, February 20, 2018 News

    Want to increase revenue? These 4 things will boost your data insights

    Data insights play an important role in the direction a business takes. Data analysis and business intelligence have always been fundamental to making the business decisions needed to boost revenue. This reality is especially pertinent to the financial sector, where growth is being driven by multinationals adapting to the innovation…

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    Monday, February 12, 2018 News

    Profit and loss account: How to understand and use it [Video]

    A profit and loss account (or statement or sheet) is, on a simple level, used to show you how much your company is making or how much it is losing. On that basic level, profit and loss is derived from taking your costs away from your sales. In other words,…

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    Wednesday, February 7, 2018 News

    Join our GDPR Webinar

    Join our GDPR Webinar Date: 22nd February 2018 Time: 11.30am GMT The new European General Data Protection Regulation (GDPR) will come into force across the EU on 25 May 2018. With all the confusion and noise around the threat of large fines for breaches of the Regulation, it is important to understand…

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    Thursday, February 1, 2018 News

    MODERNIZING THE ENTERPRISE WITH BACK OFFICE AUTOMATION

    In my last post on automation and AI, I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for…

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    Tuesday, January 23, 2018 News

    A free guide to auto enrolment and workplace pensions

    If you’re an employer, you’re legally obligated to automatically enrol your eligible employees into a qualifying pension scheme. Automatic enrolment is a government initiative that means employers are legally required to help employees save for their retirement, even if you only employ one person. As a business owner, there are…

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    Tuesday, January 23, 2018 News

    How to calculate gross profit for your business [Video]

    Gross profit should be an easy figure to calculate but its definition can give people a problem. However, if you want to get the rest of your figures right, this one comes first and it’s a crucial building block for you. Gross profit is one of those great figures that…

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    Thursday, January 18, 2018 News

    VERINT ACCELERATES AUTOMATION INNOVATION WITH NEXT IT ACQUISITION

    In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. How fast are organizations adopting AI in your industry—and how does your…

  • Wednesday, January 17, 2018 News

    Infographic: Staying safe in the cloud

    As the business landscape changes, more and more companies are exploring ways of enabling staff to work away from the office. Cloud computing allows workers to access company data and applications via the internet, anywhere and anytime. As a result, everyday tasks can be automated and performed on laptops, tablets or…

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    Sunday, December 24, 2017 News

    Snowstorms Hit The UK – How Customer Communications Can Cope in a Crisis

    Once again weather is making the headlines – many parts of Britain have woken up to heavy snowfalls, freezing temperatures and dangerous black ice. For businesses, disruption is almost inevitable at this time of year as employees struggle to make it into work, find offices closed when they get there,…

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    Thursday, November 9, 2017 News

    Introducing TouchPoint Agent for Microsoft Office 365

    Introducing TouchPoint Agent for Microsoft Office 365 John Cray, vice president of product management, Enghouse Interactive, will show you how you can add value to your business and create a call center with capabilities! Enghouse Interactive enhances your Microsoft Office 365 with the power of TouchPoint to create superior user and…

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    Wednesday, November 8, 2017 News

    HOW TO PARTNER WITH HR FOR CX SUCCESS

    CX and Human Resources teams are both in the people business. The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work together, at every level, to…

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    Thursday, October 12, 2017 News

    YOU BOUGHT INTO CUSTOMER ENGAGEMENT AS A BUSINESS STRATEGY. NOW WHAT?

    If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?” The short answer is yes and no—and importantly, you should be doing the same things better. The place to start…

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    Thursday, October 12, 2017 News

    John Cray, vice president of product management, Enghouse Interactive, will show you how you can add value to your business and create a call center with capabilities!

    Introducing TouchPoint Agent for Microsoft Office 365 John Cray, vice president of product management, Enghouse Interactive, will show you how you can add value to your business and create a call center with capabilities! Enghouse Interactive enhances your Microsoft Office 365 with the power of TouchPoint to create superior user and…

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    Wednesday, October 4, 2017 News

    BREAKING LANGUAGE BARRIERS IN COMMUNICATION CENTER

    In this edition of Tips and Tricks, Dane Smith, Education Manager at Enghouse Interactive addresses how to help every customer comprehend the call back feature within Communication Center. DID YOU KNOW? Communication Center has a very powerful, built in, multilingual system that allows CC system administrators the ability of add…

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    Tuesday, September 26, 2017 News

    Size Doesn’t Matter

    Find out why UC Platforms such as Skype For Business can benefit companies of all sizes in various industries. Top 3 Reasons why your brand should consider a UC Platform (such a Skype for Business) Flexible deployment options include cloud, hybrid, and on-premise solutions to suit your needs. Adaptable, scalable…

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    Tuesday, September 26, 2017 News

    FROST & SULLIVAN NAMES VERINT 2017 PHYSICAL SECURITY INTELLIGENCE SOLUTIONS COMPANY OF THE YEAR

    Innovation matters and it was on full display at Frost and Sullivan’s Annual Growth, Innovation & Leadership Awards Gala last week at the Hyatt Regency, Lost Pines Resort in Austin, Texas. As the 2017 Physical Security Intelligence Solutions Company of the Year, Verint joins an elite list of organizations recognized for…

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    Sunday, September 24, 2017 News

    BACK OFFICE FALLING BEHIND? BALANCE CUSTOMER CENTRICITY AND EFFICIENCY

    Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing where the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of Contact Center & Customer Experience Management at Aberdeen Group,…

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    Thursday, September 14, 2017 News

    THE GROWING DEMAND FOR SELF-SERVICE IS ALTERING THE FUTURE OF KNOWLEDGE MANAGEMENT

    In the customer service environment, knowledge management (KM) is the systematic management of an organization’s information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and…

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    Wednesday, September 13, 2017 News

    Meet the Woman behind the Solution

    Today we’re introducing you to Anna Riley, Product Manager at Enghouse Interactive. Anna is responsible for finding innovative solutions for our customers and flexes her communication muscles when it comes to digital strategies (and gin!). Read below to find out more about Anna’s Enghouse journey. Tell us about your history…

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    Sunday, September 10, 2017 News

    THE BEST TIME OF YEAR TO IMPROVE CX: CUSTOMER CONFERENCES

    Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout sessions aren’t the only ingredients for success. From registration to closing,…

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    Sunday, September 10, 2017 News

    VERINT HELPS MSC INDUSTRIAL BUILD ON CUSTOMER MOMENTS OF TRUTH

    One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. Today, the organization leverages Verint Workforce…

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    Thursday, September 7, 2017 News

    IS THE SOCIAL MEDIA BREAK THE NEW SMOKE BREAK FOR YOUNG WORKERS?

    Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break. With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled…

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    Wednesday, September 6, 2017 News

    Customer Interaction Solutions

    Whenever a customer interacts with your organization, be it an account manager a technical specialist, a contact centre agent or through an automated self-service application, you need to ensure he has a positive and satisfying experience. To give agents and office workers the best basis for successful interaction, the business communication…

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    Wednesday, September 6, 2017 News

    IS YOUR CX PROGRAM FIT FOR SURVIVAL?

    I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off…

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    Wednesday, September 6, 2017 News

    Tuesday Tips and Tricks: Navigating the QMS v.7 Scorecard Questions

    Tuesday Tips and Tricks: Navigating the QMS v.7 Scorecard Questions Tuesday Tips and Tricks With Dane Smith, Education Manager at Enghouse Interactive To paraphrase Mark Zarobsky, “You can formulate your evaluations around the important talking points your agents need to be emphasizing. Then you can grade or evaluate them against their…

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    Tuesday, September 5, 2017 News

    Top 3 Reasons why your brand should consider a UC Platform

    Top 3 Reasons why your brand should consider a UC Platform (such a Skype for Business) 1. Flexible deployment options include cloud, hybrid, and on-premise solutions to suit your needs. 2. Adaptable, scalable platform and integrated contact center solutions grow with you, at your pace. 3. Truly collaborative design connects…

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    Tuesday, August 29, 2017 News

    Enghouse Interactive is Going Back to School!

    The Enghouse team recently caught up with another Enghouse Champion. Say hello to Josh Ervin, senior information and technology analyst and find out how Enghouse Interactive solutions have helped transform a university contact center. Josh and his team went with the Enghouse solution in an effort to increase their service…

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    Wednesday, August 23, 2017 News

    TODAY, Pro-active Customer Management Is Essential

    Whenever a customer interacts with your organization, be it an account manager a technical specialist, a contact center agent or through an automated self-service application, you need to ensure he has a positive and satisfying experience. To give agents and office workers the best basis for successful interaction, the business communication…

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    Wednesday, August 23, 2017 News

    Working Out With Enghouse Interactive

    With over 20,000 employees, one of the country’s most well-known leaders in the fitness industry is flexing their muscles by recently replacing their existing Interactive Intelligence contact center solution with Enghouse ACD, IVR, and call recording.  While enjoying the benefits provided by integration with the current Unified Communications system, the…

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    Tuesday, August 22, 2017 News

    Voxtron Communication Center

    VOXTRON COMMUNICATION CENTER Whenever a customer interacts with your organization, be it an account manager a technical specialist, a contact center agent or through an automated self-service application, you need to ensure he has a positive and satisfying experience. To give agents and office workers the best basis for successful interaction,…

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    Tuesday, August 22, 2017 News

    Predictions for 2017 – What lies ahead for the contact centre

    Predictions for 2017 – What lies ahead for the contact centre WITH 2017 JUST AROUND THE CORNER WHAT LIES AHEAD FOR THE CONTACT CENTRE? IN THIS BLOG WE WOULD LIKE TO SHARE SOME OF OUR PREDICTIONS FOR 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted…

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    Tuesday, August 22, 2017 News

    FAQ’s on Cloud Contact Centres

    FAQ’s on Cloud Contact Centres With each day that passes, more and more analysts and experts are recommending that businesses move their contact centres to the cloud, highlighting the many advantages it offers. But while industry insiders extol the virtues of moving to the cloud, there are still a lot…

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    Monday, August 21, 2017 News

    “Weathering the Storm” – How Customer Communications Can Cope in a Crisis

    “Weathering the Storm” – How Customer Communications Can Cope in a Crisis Once again weather is making the headlines – and the forecasts make grim reading. Freezing winds, thunder snow, dangerous black ice, are all apparently in the offing. For businesses, disruption is almost inevitable at this time of year as…

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    Monday, August 21, 2017 News

    How Technology Can Increase Agent Productivity

    How Technology Can Increase Agent Productivity Agent productivity has always been a key consideration for contact centres and technology can play a huge role in helping to achieve this. Here are just 3 ways that technology can deliver enhanced efficiency and drive up productivity. 1. Providing an effective interface to…

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    Monday, August 21, 2017 News

    Meet Dane Smith, Education Manager at Enghouse Interactive

    Meet Dane Smith, Education Manager at Enghouse Interactive Tell us about your history with Enghouse Interactive? I was hired in 2008 as the sole installation and support engineer for a Nortel based operator console. During that time I also developed training/promotional videos and eLearning for various product suites. After a…

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    Sunday, August 20, 2017 News

    Digital Transformation Webinar with John Cray Recap

    Digital Transformation Webinar with John Cray Recap If you attended the webinar presented by John Cray, VP of Product Management for Enghouse Interactive you were treated to a wealth of knowledge centered on digital transformation. Not only did John share how digital transformation is the way of the future for…

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    Sunday, August 20, 2017 News

    The Case for Proactive Outbound Notifications in Healthcare Contact Centers

    The Case for Proactive Outbound Notifications in Healthcare Contact Centers his post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up…

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    Thursday, August 17, 2017 News

    Communications Center Version 10.0 has Arrived!

    Communications Center Version 10.0 has Arrived! Enghouse Interactive is proud to introduce Communications Center version 10! Always evolving and well connected, our Touchpoint software provides the tools for contact center supervisors and employees to have added control and a choice.  Our popular supervisor and agent tool, TouchPoint, with its clean, simple user…

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    Wednesday, August 16, 2017 News

    GREAT DIGITAL VOC—LIKE GREAT CX—STARTS WITH GREAT QUESTIONS

    Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.  Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your old website—you risk…

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    Wednesday, August 16, 2017 News

    Get Your First Look of TouchPoint Agent at Microsoft Ignite 2017

    Ignite is only a few weeks away and Enghouse Interactive will be represented in full force! We caught up with Sandra Crawford, Director of Strategic Alliances and Anna Riley, Product Manager to get their take on what to expect at Ignite.  The first highlight will be at the Enghouse booth …

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    Tuesday, August 15, 2017 News

    Enghouse offering local resellers new hosting opportunity

    Enghouse Interactive is on the hunt for local partners to host a new self-service contact centre solution launching here in April. Communications Portal, or CP, is a self-service engine designed to help improve the quality and efficiency of customer communications. The offering’s integrated application development and management components enable organisations…

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    Monday, August 14, 2017 News

    Enghouse Interactive, CCSP 7.2 brings Skype for Business

    Multi-tenant architecture empowers ASPs, BPOs and CSPs to lower TCO, and meet customers’ demand for omnichannel customer experience solutions that are secure, flexible and can scale easily Phoenix, AZ (July 13, 2016) – Enghouse Interactive, developer of a comprehensive portfolio of contact centre software and services, today detailed new features…

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    Sunday, August 13, 2017 News

    RAIDERS OF THE LOST OMNICHANNEL EXPERIENCE

    Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question: How good is an omnichannel approach if it isn’t…

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    Sunday, August 13, 2017 News

    AI – What does it mean for businesses and the workforce?

    The growing significance of AI Some of the most influential and respected figures from the worlds of business and science have singled out AI as a phenomenon that is likely to have a transformative effect on the human race and the world we live in. In addition to the aforementioned…

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    Sunday, August 13, 2017 News

    GINGER CONLON INTERVIEWS VERINT’S RYAN HOLLENBECK

    Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor. During this video discussion, they explore the ways marketing can help drive positive change for customers within an organization, key challenges and opportunities regarding customer service and customer experience, and how technology will…

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    Sunday, August 13, 2017 News

    SOCIAL COMMUNITY—HEY, GET YOUR OWN!

    As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share information, as well as…

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    Thursday, August 10, 2017 News

    SENIOR LEADERSHIP CAN BE POSITIVE CX ROLE MODELS FOR THE WORKFORCE

    Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice. One way to demonstrate the importance of the customer experience is having senior…

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    Thursday, August 10, 2017 News

    The Power of Attended Robotic Process Automation (RPA)

    Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. But did you know this same technology can also be used on your employees’ desktops, helping them do…

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    Wednesday, August 9, 2017 News

    DIGITAL CRIES FOR HELP

    “How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets cancelled…”…

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    Wednesday, August 9, 2017 News

    FROM HYPE TO VALUE: ROBOTIC PROCESS AUTOMATION MATURING

    The authors of the recent , article, What does automation mean for general and administrative (G&A) and the back office?state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into automation with both feet. While RPA may enable…

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    Wednesday, August 9, 2017 News

    Featured Partner: ConvergeOne

    “There’s an old saying you’ve probably heard once or twice in your lifetime, “The customer is always right”. While this phrase doesn’t necessarily ring true to everyone or for every situation, there is a key takeaway- the importance of keeping your customers happy. In today’s modern ecosystem, this has become…

  • iStock-532400914_Ventana_Customer Analytics_Benchmark Survey
    Wednesday, August 9, 2017 News

    VENTANA RESEARCH REQUESTS INPUT FOR CUSTOMER ANALYTICS MARKET RESEARCH

    Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement. The information gathered will be used to create a detailed picture of the current…

  • person-woman-smartphone-calling
    Wednesday, August 9, 2017 News

    Step Inside the Always Evolving Insurance Contact Center

    Customer expectations are on the rise when it comes to contact centers with customers becoming more savvy with the use of mobile technology and social media. Insurance contact centers in particular are invariably handling customers that expect consistent, efficient, and interactive communications across all channels. Recently, a well-known insurance company…

  • Is-customer-service-the-new-sales-marketing
    Wednesday, August 9, 2017 News

    Is Customer Service the new Sales & Marketing?

      Recruiting a new customer is typically many times costlier to an organisation than retaining an existing one. That’s why reducing customer churn should be a key driver within any business and why customer service is just as, if not more, important to long-term success than sales or marketing. The…

  • Self Service
    Wednesday, August 9, 2017 News

    The 6 Habits of Successful Self Service

    In today’s digital age, where customers want fast, efficient service that allows them to get what they need in as effortlessly as possible, self-service is an increasingly important part of the communications mix. It enables routine enquiries to be dealt with quickly. Moreover, it allows contact centres to focus on…

  • Monday, November 21, 2016 News

    Verint Named a Workforce Optimization Market Leader in New Research from DMG Consulting

    Company Ranks First in Five Categories, Including WFO and Recording Solutions (Without Video), Total Voice Recording and Quality Management/QA Applications  MELVILLE, N.Y., November 21, 2016 – (Nasdaq: VRNT) today announced its leadership across multiple categories in DMG Consulting LLC’s 2016 Workforce Optimization (WFO) Mid-Year Market Share Report. Published in October 2016, the…

  • Tuesday, November 8, 2016 News

    Enhancements to Verint Enterprise Feedback Management Solution Help Make Customer Interactions More Relevant, Contextual and In-the-Moment

    Company Expands Customer Personalization and Interaction Opportunities via Mobile Applications and IoT Devices with Geolocation Targeting and More MELVILLE, N.Y., November 8, 2016 — Geolocation targeting is an essential capability in customer analytics today, and is now included along with other enhancements designed to help make customer interactions more relevant, contextual…

  • cf_brochure
    Tuesday, August 9, 2016 News

    By 2020, 20% of all new U.S. contact center seats will be based on Skype for Business contact center environments

    Enghouse Interactive & Skype for Business Contact Centers Skype for Business (SfB) has established itself as one of the leaders in providing enterprise Unified Communications (UC) and Gartner states “Microsoft is currently a top three North American telephony provider.” However, when it comes to the contact center, Microsoft Skype for…

  • Monday, July 11, 2016 News

    Microsoft Contact Center – Enghouse Interactive, announces Communications Center and Attendant Console are certified for Skype for Business Server 2015

    Today from the 2016 Microsoft Worldwide Partner Conference, Enghouse Interactive announced that Enghouse Interactive’s contact center and attendant console solutions, Attendant Console 2016 and Communications Center 2016, are certified for Skype for Business. Enghouse Interactive has deployed more than 400 contact center solutions in Skype for Business environments to industries…