Enghouse Interactive is a contact center solution designed for midsize and large companies. It offers multi-channel contact management, an operator attendant console, interactive voice response (IVR), call recording and quality assessment within a suite.
Available for deployment both on-premise and in the cloud, the software enables customer service agents to handle both inbound and outbound customer communications from a single solution. The software also features multi-channel contact management, which allows customer agents to handle communication from different media channels such as telephone, email, fax, Web-chat, video calls and SMS.
A key feature of the product is an "operator attendant console.” It performs a lookup into the corporate database during each call and pulls relevant customer information to better equip the customer agents during each call.
With customized reports, dashboards and call monitoring and assessment tools, users are able to get a complete view across all customer touch points, which makes them better equipped to make decisions regarding the customer handling procedures.