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November 03, 2015

Enghouse Interactive Puts Contact Center Back in Charge

By Stefania Viscusi
Assignment Desk, Content Management

Customer communications play an increasingly vital role in business success, regardless of industry. Keeping customers happy is a goal that no one can avoid. By providing the contact center with the right tools and solutions to differentiate the services being delivered, companies stand a chance at winning.

Enghouse Interactive coins itself as an expert in customer communications providing flexible Omnichannel contact center solutions that ensure success.

Because the offerings are scalable and can grow with a company’s specific needs, and since they include actionable intelligence, they are continuing to see growth and uptick in demand for their offerings.

TMC CEO Rich Tehrani caught up with Enghouse Interactive’s Vice President of Channel Sales, John De Los Reyes, at the recently concluded ITEXPO Anaheim to chat about the companies offerings and some of the new things it’s been working on.

De Los Reyes explained that the company is all about getting the right information to the right person, as fast as possible.

Doing so also means ensuring the experience is a great one not just for the caller, but also for the user who is tasked with delivering the experience.

Software-based solutions including outbound predictive dialing and options for internal communications management complete the company’s offerings.

One area of growth however, that the company stated is starting to really pick-up is Skype for Business.

What they are doing specifically, according to De Los Reyes, is taking a closer look at why callers are even calling in the first place and instead of the calls going into a general queue, seeing that a call is actually about – such as a problem with Exchange, they can direct it to that expert, rather than someone who handles phones.

So basically companies will tack on the contact center and interaction capabilities to their Skype for business offering to further enhance it.

“We’re starting to see people getting rid of the traditional phone system and going with enterprise VoIP with Skype for Business and were starting to see call centers now that are extending above 700 agents. So it’s really taken off last year in particular, and this year we’re seeing that same amount of growth that we saw last year. We actually even doubled the number of sites we had implemented going from 100 sites to this year, 200 sites added globally.”

Hear more about the exciting things happening with Enghouse Interactive in the video interview below. 

Edited by Kyle Piscioniere