Communication Center

Communication Center from Enghouse Interactive ensures a better communication system within your organization by applying many inbound routing algorithms for all contact types, including voice, email, chat, IM, social and SMS.

Release Highlight Solutions
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Features

Route your customer interaction to the right person at the right time.

Robust System

Prompt and quick responses irrespective of the time and place.

Better Communication

Structured around your existing infrastructure to ensure better communication.

Better Performance

Skill-based routing mechanism which allows calls to be redirected to a skilled agent

Communication Center

How can Communication Center help you?

Omnichannel Inbound/ Outbound

Our solution is designed to deliver customer experience across all channels to ensure consistency and better coordination.

Recording and Quality Management

Advanced call recording and monitoring solution which helps in optimizing your team’s performance and quality

Auto Dialer

Our easy-to-use dialer software includes predictive dialling, preview dialling, progressive dialling, Blaster Dialing and manual dialling modes.

Interactive voice response(IVR)

Makes use of dual-tone multifrequency (DTMF) signalling keypad to allow humans to interact with computers.

Computer-telephony-integration

Enables a computer to act as a call centre. Incoming and outgoing communications like calls, email can be routed to appropriately skilled agents.

Voice recording and logging

Call can be recorded for training and analysis to improve the services in the future.

Visual IVR

With Visual IVR Navigator, avoid complications and navigate your customers through your service options easily

Integrations

Our flexible solutions give you integration tools not only to third-party CRM or directory systems but to IP, PBX and TDM networks.

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A better way to look after your customers – at the right price.

Improving customer loyalty could be as simple as implementing an omni-channel contact centre solution. It might also be significantly cheaper than any other business initiative you are considering. You’ll make customers happier with less waiting, less frustration and less dissatisfaction, whether you have a simple phone support helpdesk or a sophisticated multi-channel call centre. And your agents will have what they need to be more helpful, more efficient, and more motivated.

To meet customer demands for service anytime, anywhere, anyhow, contact centres need the capabilities of a sophisticated omni-channel contact centre but at a fraction of the cost. Our business solution is a modular solution comprising multimedia contact centre, attendant operator console, IVR, call recording, quality monitoring and a range of additional components and integration tools, so you can add functionality as requirements and budget dictate. Our business solutions work on Avaya, Cisco, NEC and Microsoft.

Benefits
  • Offer customers their choice of communication method and ensure service is consistent across all channels.
  • Improve customer satisfaction through real-time interaction monitoring and coaching.
  • Achieve superior first contact resolution through intelligent skills-based routing.
  • Platform agnostic with tight integration to all key communications technology providers
  • Reduce abandonment rates, queues and call times by offering a Callback (queue placeholder)
  • Enhance your customer experiences with new native web engagement tools such as web chat, video chat, screen sharing.
  • Reduce agent attrition by providing the tools they need to achieve targets, minimize stress and expand their capabilities
  • Optimize staff resources with comprehensive reporting and automation of repetitive processes
  • Integrations with MAGic and JAWS for the vision impaired.
  • Available in a Premise, Cloud, or Hybrid based solution.
  • Resolve more calls in less time, increasing productivity.
  • Create loyal customers by providing agents with the right information, when they need it, to personalize the customer journey and resolve issues more effectively
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Demo

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