Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ESL.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc Solutions, CosmoCom, Datapulse, IAT SmartDial, Safeharbor Knowledge Solutions, Syntellect, Telrex, Trio, and Zeacom. Enghouse Interactive delivers flexible and scalable solutions that will meet a company’s communications needs across their organization, including: multi-channel contact centers, IVRs, operator consoles, call recording and quality management, and integration & optimization solutions. Enghouse Interactive provides solutions that cover the entire spectrum of interactions, which include the following:
Structured interactions are typically very well defined interactions that are transactional in nature. They are generally high volume, low value and are handled by call/contact centers.
Unstructured interactions typically enter the organization through an operator or attendant and will require a more consultative approach to handle them professionally. The attendant/operator will use a variety of status and availability tools, such as calendar and various forms of presence information, integrated with a powerful directory, to determine how best to handle the call. Unstructured interactions will generally be lower in volume are often very high in value.
Self-service interactions help optimize both the structured and the unstructured interaction management areas, helping companies achieve the right balance of customer service level, efficiency and cost
Enghouse Interactive offers a complete line of interactions management solutions to help your organization maximize the value of every interaction.
