Video banking has been making waves in the financial services industry in the last few years, with more and more institutions adopting the software needed to provide this service to…
Millennials make up a larger portion of the U.S. population than baby boomers, according to the Census Bureau, so forming an effective millennial marketing strategy is vital. You can’t lump…
Businesses are facing unprecedented challenges in how they market, sell, and stay connected during the ongoing COVID-19 outbreak. The pandemic has obviously been a big crisis for many businesses. But…
Consistent, easy, and efficient experiences are the key to customer satisfaction and loyalty. One of the most essential tools to achieve that is through an Inter voice response system. And…
As we ramp up for a prosperous 2019, many are on the lookout for innovative new applications that can help them fine tune their organizations and improve business performance. AI…
Technology is now playing an important role in amplifying customer service. Interactive voice response systems (IVRs) is still the workhorse in the call centre, with clear and proven value propositions…
Even with all the advances and changes in the world of marketing, a happy customer will become a promoter of the brand. But, only a happy agent can drive contextual…
The industry is changing, with the changing customer preferences and new technologies. But, what will be the top contact centers seems like in 2020 and beyond? 2020 is shaping up…
Work Smarter, Not Harder… Every customer interaction is a chance to grow your relationships, uncover new sales opportunities and build customer loyalty. Typically, the relationship with your customers involves a…
As customer expectations continue to rise, listening to the voice of the customer (VoC) has never been more important. However, many organizations face significant challenges in turning customer data into…
Voice of the Customer: Bringing Value to Your Organization’s Contact Center Format: On-Demand Webinar | Duration: 60 mins As customer expectations continue to rise, listening to the voice of the…
Helping Accelerate Digital Transformation We are in an era where most businesses are embracing digital transformation and have accepted that digital customer service represents the way forward. However, what is the…
APTEAN PARTNERS WITH VOXTRON TO INCREASE PRESENCE IN THE MIDDLE EAST Alpharetta, GA, September 12, 2018 – Aptean, a leading global provider of mission-critical, industry-specific enterprise software solutions, has formed…
Verint just announced that a leading financial services company has selected Verint’s cloud customer engagement software to gain critical customer insights. This multinational investment bank selected the Verint cloud to…
While the financial environment faces a multitude of risks that evolve and change daily, none is more prominent and alarming than the threat of fraud. As criminals continue to become…
How to Determine Your Advertising Spend When running a small business, some expenses are obvious – electricity, rent and wages, for instance. Calculating ad budgets, on the other hand, is…
We recently hosted a webinar with Forrester’s Kate Leggett discussing how Voice of the Customer can maximize the value delivered by your contact center. And it starts by integrating this customer insight…
Security and fraud Accountants need to think about cybersecurity. That was the message from Peter Erceg, Senior Vice President, Global Cyber & Technology, at independent brokerage firm Lockton, who spoke…
Aberdeen Report: Agent Experience Management Improving customer experiences is the number one objective of contact center workforce optimization programs. However, many organizations pursuing this goal underestimate the role of agent…
The move to digital is an urgent priority for business leaders as they strive to drive operational efficiencies and competitive edge. But for those working in customer-facing businesses, the new…
Voice of the Customer: Bringing Value to Your Organization’s Contact Center As customer expectations continue to rise, listening to the voice of the customer (VoC) has never been more important.…
A leading digital operations and transformation company, Sutherland Global Services operates across 19 countries and executes more than 43 million transactions a month. Relying on Verint as a trusted partner…
It comes as no surprise to learn that our research reveals that the number one goal contact centers try to achieve is improving customer experiences, considering almost all businesses see…
Paul Stockford, Chief Analyst, Saddletree Research, recently sat down with Verint’s Jen Snell to discuss IVAs and how they can help solve business problems and achieve business goals through conversations—with…
First-time Resolution –Driving Enhanced Customer Experience Many businesses spend vast amounts of time analysing what their customers want and try to understand where to invest, their time, money and…
You are now competing in a hyper-competitive environment where your customers are less forgiving and have more choice than they’ve ever had before. Customers are becoming ever more likely to…
August & September 2018 Our Verint Summer School is back for another year and we have a great line up of speakers and webinars across Europe. We’ll cover the following…
The definitive guide to Intelligent Automated Services Self-service is no longer a “nice to have”. It’s a necessity to providing a positive customer experience. Customers want to solve queries and…
Great customer experience is becoming the driving factor for many businesses with the call centre acting as the nucleus for many of the customer interactions. Therefore it is important that…
Speech analytics solutions have helped users tackle a number of contact center business challenges over the years, including cost containment, risk mitigation, more streamlined customer experiences, and the identification of…
Voice of the Customer: Bringing Value to Your Organization’s Contact Center As customer expectations continue to rise, listening to the voice of the customer (VoC) has never been more important.…
Here’s the thing… There are no perfect call centers. Pain points in call centers exist. We get it. However, the time has come. The time to start addressing the challenges.…
Verint announced this week that it received the top customer satisfaction score in DMG Consulting LLC’s report analyzing vendors on key product satisfaction and effectiveness categories in the growing market…
Employee retention How to grow your business By tackling your manufacturing goals, you will help your business to achieve success. But which ones do you need to be aware of?…
To stay up to speed with a constantly shifting risk landscape and progressing threats, financial institutions must not only plan for today, but also look ahead to ensure the use…
This is the last in a blog series based on two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management held at the Society for…
Verint Whitepaper Organizations of all sizes have to keep up with the rising customer demands and expectations. This can be particularly difficult for small and medium-sized businesses as they are…
Paul Stockford, Chief Analyst, Saddletree Research, recently sat down with Verint’s Kelly Koelliker, director, content marketing, to discuss knowledge management, the advantages it brings to the table for customers and…
How to leverage VoC to deliver positive business impact Your Contact Center is at the heart of your Customer Experience and has the capacity to either make or break it.…
Building a Strong Relationship Between Brand and Customer Experience In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship…
Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers. In fact, according to a…
This is the second in a blog series based on two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management held at the Society for…
Digital Banking Success Begins with Customer Experience As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. In 2018, 57% of all banks and credit…
Stan Kania is the CEO of Summit Hosting, and before that, he ran an ERP software company called Software Link for over 21 years. He sold Software Link in 2016…
Based on recent market polling through digital channels, I hosted a two-part webinar series, “Ask the Experts,” alongside Joe Dumoulin, Chief Technology and Innovation Officer of Verint Intelligent Self-Service, to…
Digital Banking Success Begins with Customer Experience As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. In 2018, 57% of all banks and credit…
For some of you this may resonate. Think about your experience preparing your son or daughter to go off to university. Does it conjure up feelings of anxiety or nervousness?…
Every customer interaction is a chance to grow your relationships, uncover new sales opportunities and build customer loyalty. Typically, the relationship with your customers involves a series of events over…
Microsoft Inspire – perhaps you’ve heard of it? The Enghouse Interactive team will be on hand to showcase our award-winning, omni-channel contact center and customer experience solutions at Microsoft Inspire July 15…
Artificial Intelligence (AI) is being applied throughout enterprises, including in contact centers, where the uses and benefits are growing with each passing day. A little-known secret is that for an…
Principles to Excel in Customer Experience with Enghouse With pressure on the bottom line, for many businesses improving customer experience is sometimes the last item on the agenda. This is…
In a world that battles competition daily, the “members first” approach guiding credit unions comes as a breath of fresh air. Focusing on profit margins isn’t what drives this industry…
Today’s employees have high expectations from employers. How well you meet those expectations can make the difference not only in attracting new hires, but also in consistently pleasing your customers.…
You need to know how to process an invoice if you want to be a step closer to having a successful and thriving business. Invoices are issued by your business…
At the Society for Workforce Planning Professionals (SWPP) Annual Conference, they held two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management. I noticed a…
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…
Over the past few weeks we have brought to you some compelling reasons why an Outbound Predictive Dialler should be part of your outbound customer service strategy. This week we…
Most contact centres now have access to call recordings, but are they being utilised in the most effective ways within your business? In the following blog we will highlight how…
Are you looking for a way to help your agents be more efficient? Search no further. Speech analytics solutions can have a tremendous impact on your contact center efficiency, quality…
Having a perspective on the future is only valuable if credit unions know what technology they need to adapt to. From improving the customer journey, to building a seamless integration…
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…
The move to digital is an urgent priority for business leaders as they strive to drive operational efficiencies and competitive edge. But for those working in customer-facing businesses, the new…
his article was previously published in Call Center Times. After three days of attending Verint Engage 2018 (May 14-16 in Dallas, Texas), attendees may feel they have three words tattooed to…
Matching practical Service Assurance solutions that are cost effective and forward-looking with rapid and often unpredictable network changes can be bewildering for any network operator. Let us catch you up…
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…
May 25 has come and gone, and the world has not ended. So far there have been no companies prosecuted or fined for breaching the terms of the GDPR, and…
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…
A couple weeks ago I had the pleasure of hosting a webinar with Omer Minkara, Vice President and Principal Analyst from Aberdeen Group. Aberdeen Group always comes to the table…
Continuing on our quest to spotlight the incredible women of Enghouse Interactive, we are saying HELLO to Ariella Zaarur, Director of Finance. 1) Tell us about your history with Enghouse…
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…
New Research Results: Back-Office Can Make or Break Customer Engagement Do you see your back-office as the defining factor in customer experience? If you don’t, perhaps you should. Errors and…
Enghouse Interactive is once again a platinum sponsor of this year’s “Contact Babel UK Contact Centre Decision-Makers’ Guide (2017 – 15th edition)” a major annual report studying the performance, operations,…
Most contact centres know they need a more analytical approach to understand and manage the customer experience. The follow article explores some of the areas where contact centre analytics can…
Enghouse Interactive is Coming and we’re bringing Super Powers. The Maine Technology Users Group’s (MTUG) 31st Annual Information Technology Summit and Tradeshow is expected to draw 500+ IT professionals to…
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…
“Hey, Siri. Tell me a joke.” Remember those early iPhone commercials with celebrities conversing with Siri as if she were human? How little did I, and most others I suspect,…
Lindsay Stevenson is the vice president of finance and tax at First Financial Bank USA. She is an involved member of a number of committees at the AICPA, the ASCPA,…
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…
Alexis Kimbrough, the founder of the Growth Group, specializes in helping musicians gain financial independence and live prosperous financial lives. Since 2008, the Growth Group has delivered financial education, tax,…
What’s new in the world of ConvergeOne? So much is new. ConvergeOne has grown tremendously through acquisition more than doubling in size! Two major acquisitions, SPS and Arrow SI have…
5 podcasts every female business owner should be listening to Female entrepreneurs are defying the odds and are opening more small businesses in the U.S. every day. Today, one in three companies…
Ensuring regulatory compliance, security and governance is a key priority for organizations across the globe–especially in regulated industries. However, compliance leaders are pressed to navigate the speed of regulatory change,…
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…
The GDPR is a piece of legislation with some tricky technical aspects, so you could be fooled into thinking that it’s only relevant for those who are experts in data privacy.…
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…
Engage18: On The Inside On the northeast end of downtown Dallas, people will find themselves immersed in a conglomerate of art and cultural institutions, with roots that date back to…
Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well…
Most contact centres know they need a more analytical approach to understand and manage the customer experience. The follow article explores some of the areas where contact centre analytics can…
In the two years since the EU adopted the General Data Protection Regulation (GDPR), firms across the globe have been busy preparing to comply with the new regulations that provide…
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.…
Have you ever had a ‘game over’ experience, where you’re searching for an answer on a self-help website, and nothing seems to answer your questions? What do you do— search…
Credit Union success involves much more than cash flow and interest rates. Running a credit union — much like any industry — involves ample moving parts, all of which carry…
April 25, 2018 – Dubai, UAE Let MECC/CX’18 Help You On The R.O.A.D Ahead Rousing the C-Suite Obsessing over the Customer Acquiring the necessary Capability Demanding internal Commitment MECC/CX ’18…
Continuing with our Women of Enghouse series, today we are saying HELLO to Jacki Tessmer, VP of Cloud Strategy. 1) Tell us about your history with Enghouse Interactive? I have…
As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. The company wanted to gain stronger insights into the quality of…
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…
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…
Thank you to those of you who visited with us at ISC West last week. It was great to meet many of you on the forefront of the constantly changing…
As the millennial generation continues to move into and eventually take over the work force, it is becoming more and more important to adapt business thinking to keep these younger…
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…
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…
What happens when a premier cruise line makes business outcomes a top priority? I recently met with two leaders from the cruise line, and they shared insights and experiences on…
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…
Engage18: On The Inside Don’t have cowboy or cowgirl roots? That’s okay. You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in…
The time has come for another ISC West conference in beautiful Las Vegas! We’re looking forward to joining our customers and partners, and presenting our intelligent solutions suite at the Sands Expo…
Recorded during Enterprise Connect, John Cray joins the Telecom Reseller podcast to offer a tour of Enghouse Interactive’s solutions to the enterprise community. “We actually manage the interactions our customers…
For the last couple of months, we worked tirelessly behind the scenes on our new branding as the Customer Engagement Company, and a new website to showcase this vibrant brand.…
Chasing payments for overdue invoices can drain your energy and time away from running your business. Your best strategy against late payments is to ensure your invoices are well-formatted by…
A city with a mission statement. That’s one way to describe Dallas. According to the Visitdallas.com website, Dallas is on a mission to become one of the top convention destinations.…
Many credit union members feel that their assets are more secure than they would be in a conventional bank. Member security and fraud prevention are concrete measures that help to…
Forming your own firm and finding business funding can be a strain. Whether you look near or far, you are responsible for the investors’ money, be they family, friends or…
What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to…
Wholesale and distribution are important components for the UK economy. The movement of goods is a crucial part of the supply chain – and analytics can play a key role…
Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engageglobal customer conference at the Sheraton Dallas HotelMay 14 – 17. Achor will present “Big…
There are many adages we can use to describe the call center industry. Not all contact centers are created equal, no two call centers are alike, and you can’t force…
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%)…
Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobilereducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. But it’s not just…
Tell us about your history with Enghouse Interactive? I came to Enghouse via the Telrex acquisition in 2010 so my total tenure is now 10 years! I’ve held multiple roles…
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…
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…
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,…
Just recently I was trying to pay for something, and my ATM card was declined. I was very embarrassed, even though the reason was simply my card had expired. When…
Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint…
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When it comes to information security, protecting our personal and financial information from fraud is usually one of the highest priorities for businesses and individuals alike. After all, it’s no…
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,…
Engage 18: On The Inside Shaking hands might be one of the universal acts of the human experience that, for some, appears to have faded off into “things old folks” did…
When it comes to information security, protecting our personal and financial information from fraud is usually one of the highest priorities for businesses and individuals alike. After all, it’s no…
As a business owner, there’s no doubt that you are aware of how important accounting departments and financial intelligence are when it comes to the overall health of your firm.…
Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. And we’re not letting up…
Although we’re seeing an increase in its use and function, the term automation is not an entirely new concept. It is an evolving process that adapts as technology develops; it…
Engage18: On The Inside The perfect restaurant. Most of us have that one restaurant that we love. That one restaurant that has become our go-to. We may have labeled it…
WOMEN OF ENGHOUSE Say hello to Sandra, Director of Strategic Alliances for Enghouse Interactive. Tell us about your history with Enghouse Interactive? I came to Enghouse via the Telrex acquisition…
In our The Road to Success: How to Become a “Best-in-Class Back-Office” Organization study, we found that one of the unique characteristics of today’s leading back-office organizations is their adoption of robotic…
As the world grows more complex, compliance regulations have made recording more important than ever. However, recording today involves far more than capturing calls—we must also include IM, video, desktop…
Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world’s largest credit union…
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…
If you’re a CFO in the automotive manufacturing sector, you’re dealing with lots of complexity. Your responsibilities might involve making sure the business is sourcing parts from around the world…
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…
Chocolate lovers in the UK may have felt like they’ve been short-changed in recent years following revelations that many of their favourite treats have been victims of “shrinkflation”, where food…
Editor’s note: Our “Business Builder” series tells the extraordinary stories of entrepreneurs who have built world-changing companies, the challenges they overcame along the way—and the lessons learned. Keep reading to…
In my new blog for Customer Think, I discuss how the impact of the back office should not be underestimated when discussing the customer experience. Have you ever had an incorrect bill?…
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,…
Do you use Salesforce? Enghouse Interactive CTI for CRM is a CTI application using telephony integration that adds Screen Pop and Click-to-Dial capabilities to contact centers and call centers in…
The digital age has brought with it myriad apps and platforms designed to make business life easier. And they’ve been doing a pretty good job, at least up to a…
All businesses long to be more productive, regardless of shape, size or industry. Artificial intelligence (AI) can be used to boost productivity in the workplace for all. The first step…
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…
Well, are they? We all probably understand that in today’s highly competitive and personalized marketplace, customers want to engage with you on their terms—whenever and however they want. However, one…
Manufacturing companies face many challenges. Manufacturing processes can be long and time-consuming, with lots of elements and resources required to produce a finished product. As marketplaces continue to adapt, with…
The phrase “proper planning prevents poor performance” is highly applicable to businesses of all sizes. Whether you are an entrepreneur starting a new business from scratch or a blue chip…
Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engageglobal customer conference,…
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…
JOIN US FEB. 28th @ 1PM EDT We will be covering: The State of Office 365 Phone System (formally PBX) – History, Availability, and Recent Updates – Features of Phone…
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 week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before? If you haven’t,…
Manufacturers in the UK finished 2017 positively, with the strongest three months for growth since 2014. Markit/Cips UK Manufacturing Purchasing Managers’ Index figures showed that activity and new orders expanded…
People start their own business in pursuit of a personal interest or passion — or so suggests IDC’s Tech‐Savvy Businesses Do It Better white paper, produced in association with Sage, which shows…
Believe it or not, it’s just 100 days as of Valentine’s Day until the GDPR comes into force on 25 May 2018. Whether you’ve fallen in love with GDPR or not,…
The world is full of old and new—few of us go through day-to-day life the same way we did ten years ago. However, some things—like traffic!—remain essentially the same. Engaging…
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.…
The use of software and systems based in the cloud is becoming an increasingly prominent aspect of modern business. It has become increasingly clear in recent years that cloud technologies have…
Reacting after the fact to an unforeseen security event used to be the only option for bank officials. But now, as financial organizations are facing a new risk paradigm that…
Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to…
AI is a reality today because recent advances in AI technology have made machines more intelligent. By itself, AI technology doesn’t provide much value. However, when incorporated into an organization’s…
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…
Growth is a tricky business. Companies must continuously strive to identify new growth opportunities to achieve long-term business success. That’s why it is essential for your business to develop fresh…
Carillion crisis: 10 ways to fix cash flow problems for big businesses Need to know how to fix cash flow problems for your business? You’re not alone. The collapse of Carillion,…
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…
In our information-driven age, you have a unique chance to use data to optimise your business processes and make more insightful decisions. But this is not happening as well as…
Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public…
Any accountancy firm that wants to improve its fortunes needs a growth strategy. A robust growth strategy describes a firm’s target industries and clients, what services it will offer and…
To start a new business is often to follow a passion but the sudden reality can be that passion must take a back seat when the realities of running a…
No matter how you say it, Enghouse Interactive invites you to say HELLO to Contact Center: Enterprise (CCE) 9.1, The newest addition of the Enghouse Interactive scalable, highly…
In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even…
Try TouchPoint Agent for free. Top challenges influencingomni-channelsuccess Three steps to reduce service costs and improve customer satisfaction How to choose between specialized vs. blended agents Register Now Add value…
In a previous post, I recounted how I took my first steps in going from being a freelancer to making my first hire. Now I want to show you how I…
Fintech enthusiasts everywhere are a little jealous of their counterparts in Seattle as Amazon Go, Amazon’s first supermarket, has opened. The customer experience titan has introduced an unforeseen level of convenience…
What does the most popular NFL game and your contact center have in common? A lot more than you may think! Efficiency and good communication are most likely the key…
Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool…
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…
Have you ever considered how millennials manage their money? It’s not a presumed area of expertise but their love for technology and demand for an optimal customer experience makes millennials trendsetters…
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…
When you’re starting a business or planning to expand, having a business plan can help to get you on track and get some detail behind your ideas. However, research from Barclays shows…
Every day the world generates 2.5 quintillion bytes of data. This number is so big as to be meaningless, like the distance from Earth to the nearest star or the…
The digital accountancy profession has evolved at a remarkable pace over the past few years. This evolution has been driven by the accelerated adoption of the cloud, which allows accountants to…
Say HELLO and get to know Tom Hoogervorst, Director of Customer Support at Enghouse Interactive (and vintage baseball card collector!) Tell us about your history with Enghouse Interactive. How have…
During the holidays, contact center managers face unique scheduling challenges. Employees may want additional flexibility with their schedules, and they may even want to rearrange their shifts to spend extra…
Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies,…
30-day Contact Centre Fitness Challenge Combining the right ingredients with the right tools will ensure your contact centre is fit for 2018. If you are ready to take the contact…
The four-day Administration Foundation course is integral to administrating the Communications Center (CC) system. The course is designed to give you an in-depth knowledge of more advanced CC administration. Hands-on…
It’s no secret that skills shortages have become a pretty serious threat to British business and the economy. This issue has come into even sharper focus in the wake of…
I’ve got a confession: I live in fear of numbers. Words make me happy. Alongside working full time, I’ve been self-publishing books on Amazon and blogging for several years. There’s just one problem:…
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…
30-day Contact Centre Fitness Challenge Combining the right ingredients with the right tools will ensure your contact centre is fit for 2018. If you are ready to take the contact…
A key part of running a franchise is to do with balancing the books. No matter whether you operate a single franchise outlet or multiple stores, manage your cash flow…
Every day, 2,500,000,000,000,000,000 bytes of data is created. That’s so much data that it would fill 10 million Blu-ray discs – which, stacked up on top of each other, would…
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…
JOIN US: ADMINISTRATION FOUNDATION COURSE WITH DANE SMITH FEB. 12-15 The four-day Administration Foundation course is integral to administrating the Communications Center (CC) system. The course is designed to…
Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. In…
Enghouse Interactive has announced that it has signed activereach, a leading technology and services provider, as a new member of its partner programme. As an authorised partner, activereach will sell, market and…
What’s the outlook for the future of chief financial officers? As a CFO, do you believe you have the capabilities to manoeuvre your enterprise for the challenges to come? Today,…
There are many separate factors that come together to form an overall picture of business performance but one of the most significant of all is staff satisfaction. The simple reason…
With 2018 offering plenty of scope for you to build on last year’s achievements, now is the time to focus on your priorities for the forthcoming 12 months at your…
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…
2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Because of the numerous security-related events that occurred, we saw an overall trend…
The benefits of a superior customer experience are now widely accepted. Great CX equals a loyal and growing customer base, which in turn equals increasing revenue and market share. Or…
If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn…
We are thrilled to share a more comprehensive communications solutions for medium to large businesses in the Southeast region with our partnership with Biz Technology Solutions. Biz Technology Solutions (BTS),…
First, work out how your customers want to communicate with you. Ask yourself: do we give the customer what they want quickly and easily? You’ll need to know their age and…
One of the biggest advantages your business has today is the access to a vast range of technologies on offer. They can help with everything from improving workforce collaboration to…
Technology companies exhibiting at this year’s Consumer Electronics Show (CES) in Las Vegas are revealing just how far we’ve come with chatbots. Some of the examples on show are the most visible…
30-day Contact Centre Fitness Challenge Combining the right ingredients with the right tools will ensure your contact centre is fit for 2018. If you are ready to take the contact…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipelineabout the major trends in customer engagement for 2018. More than ever, the…
Employers have a certain level of responsibility in how they manage their workforce and look after the people within it. One service that could prove particularly beneficial for many workers…
You may have heard of new regulations impacting data security, payments and banking, such as GDPR and PSD2, but what does it all really mean? How will it impact your day-to-day business,…
The use of software and systems based in the cloud is becoming an increasingly prominent aspect of modern business. It has become increasingly clear in recent years that cloud technologies have…
Join Microsoft, GCI and Enghouse Interactive on the 17th January and discover how #SkypeforBusiness #ContactCentre is delivering exceptional #CustomerService for the #housing sector. Register here http://ow.ly/4V3U30hyIjv
When was the last time you examined why your CX program does what it does? In this era of increasing expectations and often decreasing budgets, asking “why” about focus areas…
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new…
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact…
Enhancing what you have to deliver better experiences A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help…
In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a…
Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR?…
Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite…
It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit…
Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog postthat “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans…
Enghouse Interactive is Proud to Announce… Communications Center Administration Foundation Training December 5-7, 2017 The three-day Administration Foundation course is vital if you want to get the most out of…
With the holidays quickly approaching, retailers are gearing up for an increase in customer service staffing needs. Enghouse Interactive Workforce Management (WFM) offers an enterprise forecasting and scheduling application that…
Continuing with the Women of Enghouse, today we’re introducing you to Lynette Corbett, Chief Administration, and Human Resources Officer. Hi Lynette! Please share with us your history with Enghouse: I…
More patients are turning to a self-service approach when it comes to healthcare. This doesn’t necessarily mean they’ve taken to performing procedures and self-diagnosing but they are refilling prescriptions, setting…
We are thrilled to introduce the newest member of the Enghouse portfolio; TouchPoint Agent, a rich call center solution for Microsoft Office 365 and Skype for Business Online. Not only is…
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…
2017 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following article takes a look at the…
Say hello to Kai Kaufmann, senior director of technology and R&D! Tell us about your history with Enghouse Interactive? I’ve been with the company for over 18 years and was…
During the holidays, contact center managers face unique scheduling challenges. Employees may want additional flexibility with their schedules, and they may even want to rearrange their shifts to spend extra…
Enghouse Interactive and LumenVox have partnered together to provide a cost-effective, dependable option for next-generation speech self-services. We are proud to feature Lumenvox in our Partner Spotlight and want to…
These are challenging times for housing associations. The introduction of legislation like the Welfare Reform and Work Bill and Universal Credit has put pressure on their finances and those of…
I recently spoke with Multichannel Merchant about the rising popularity of voice-activated activities, including voice shopping. Interest in such activities is high and recent retail shifts indicate this trend is…
The age old saying “the customer is always right” may stand true in some lines of business but in the contact center, there are customer interactions constantly challenging that theory.…
The French expression plus ça change, plus c’est la même chose, (the more things change the more they stay the same) has never seemed more apt than when applied to…
FINALIST! Microsoft Australia Partner Awards (MAPA) 2017 Enghouse Interactive is pleased to have been named a finalist in the 2017 Microsoft Australia Partner Awards in the Engage Your Customers category.…
You only have to check today’s news headlines once to see that cybersecurity has moved to the forefront of conversation. Organizations around the world are continuously suffering from serious and…
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…
Advantel and Enghouse have been working together for well over a decade. The relationship started well before Enghouse’s acquisition of Zeacom (in 2012). Back then, even though Advantel was Platinum partner…
The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of…
Verint’s Dan Bodner, CEO, will present the opening keynote“Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s…
Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country. To help maintain market leadership in an increasingly competitive…
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…
Enghouse Interactive to Host Webinar: “Introduction to TouchPoint Agent for Microsoft Office 365” Phoenix, AZ Server-less platform empowers agents in Microsoft Office 365 with contact center functionality for effective collaboration,…
Just as in any other economic sector, proactive outbound customer communication and strong intelligent dialling capabilities can be a driver of success in the collections industry. Ultimately, the end goal…
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…
For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the “Twin Ports” of Wisconsin and Minnesota. NBC relied on…
This week Verint highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that…
Download the Contact Babel Inner Circle Guide to Outbound & Call Blending Enghouse Interactive is a platinum sponsor of this year’s Contact Babel: Inner Circle Guide to Outbound & Call…
WOMEN OF ENGHOUSE Say hello to Deb Maud, R&D Manager for Communications Center at Enghouse Interactive! Tell us about your history with Enghouse Interactive? I was part of the Zeacom…
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project…
John’s cell phone has started making a constant buzzing noise and the battery is draining quickly. An internet search brings up some information from a third party website for cell…
Enghouse Interactive is celebrating International Credit Union Day by helping to strengthen customer relationships while boosting efficiency and profitability with credit union call center services! Want more info? —> https://buff.ly/2x9dgYw
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…
DestinationCRM.com recently spotlighted Verint’s announcement that it has significantly updated its Enterprise Workforce Optimization suite, which includes major enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics. These…
Meet Aaron Jenkins, VP of services at Enghouse Interactive. Tell us about your history with Enghouse Interactive? I started with Enghouse in Feb 2015 in the traditional direct group reporting…
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…
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the…
I don’t think I’ll surprise anyone by saying that, as an industry, we sometimes tend to get a bit ahead of ourselves. Vendors try to offer products to a market…
As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience…
Announced this week, this suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels. These enhancements include a consolidated platform for recording calls, texts,…
The Arsht Center for the Performing Arts, located in the heart of downtown Miami has been one of the world’s leading performing arts organizations and venues since 2006. With 110…
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?”…
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…
Now that the Microsoft Ignite hangover has subsided, it’s time to recap one of the biggest Microsoft events of the year and talk about the presence Enghouse had throughout the…
Setting up House Housing Associations across the UK are under pressure to balance the need to cut costs and drive operational efficiencies with the requirement to keep levels of customer…
We’re thankful for the confidence that you have instilled in us and work each day to earn your business. We also want to tip our hats to the Verint…
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…
Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you…
Today we’re introducing you to Anna Riley, the Product Manager at Enghouse Interactive. Anna is responsible for finding innovative solutions for our customers and flexes her communication muscles when it…
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…
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,…
In my last post, I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the…
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…
The rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as…
In this fast-paced world we live in, it is becoming increasingly more important to be able to perform our jobs on-the-go or in less traditional settings. Advancements in technology have…
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global…
With the current weather situation across numerous parts of the world, we want to take a minute to remind you that Enghouse has a Self Service Portal that can come…
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,…
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…
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…
Last month I penned a blog on the latest Enghouse ‘Interact’ road show, which rolled across ANZ at the beginning of March. As always, we had some great insights from…
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.…
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…
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…
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…
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…
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…
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…
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.…
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…
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…
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…
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…
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…
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…
“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…
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…
How Enghouse Interactive is Helping Brides Plan the Perfect Wedding Day. It may come as a surprise that Enghouse Interactive is involved with wedding planning. However, most young women dream of…
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…
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…
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…
Unified Communications and the Contact Center – Better Together Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings.…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
“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…
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…
“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…
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,…
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…
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…
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…
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…
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…
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…
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…
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