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  • iStock-653836738_cyber_man looking at screens_resized
    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,…

  • future-of-contact-center
    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…

  • voice-secure-authentication
    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…

  • crm-for-banking
    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…

  • FBCommunications-Center-10.0
    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…

  • iStock-496281154_boy thinking_resized
    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 …

  • Screen Shot 2017-08-14 at 12.07.24 PM
    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…

  • Screen Shot 2017-08-14 at 12.07.24 PM
    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…

  • iStock-171581292_frustrated man on iPad
    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…

  • crm-for-call-center
    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…

  • iStock-170034774_frustrated man in hallway on iPad_resized
    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…

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    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…

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    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…

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    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…