Enghouse All-in-One Solutions for Customer Experience Optimization

Enghouse Interactive All-in-One is a 100% Cloud solution based on the Microsoft Azure platform. It provides a complete, easy-to-use and implement tool that promotes and improves Customer Engagement Center operations. The solution is completely oriented to simplify the work of agents and Contact Center managers, it minimizes the constant involvement of technology department’s resources, giving it the necessary autonomy to streamline operations and adapt them to the changing conditions of the business and the Organization itself.

All-in-One Solution

Enghouse Interactive

Enghouse Interactive offers a

complete All-in-One solution specifically designed

for the Contact Center to drastically improve productivity,

service quality andcustomer satisfaction

Concept VisionEnghouse All-In-One Solution meets Contact Center Omni-channel, blending and quality needs with the complete integration of the different modules.

The solution embeds business rules simplifying the data capture and presentation that may be required during the service. The routing strategies for each of the interactions in the Contact Center takes into account data from the contact and its content in an easy-to-use visual environment and is highly effective boosting the customer experience.

The solution operates as a standalone Contact Center Solution or with your existing PBX to simplify communication between businesses and their customers without significant equipment changes or costly upgrades.

Enghouse Interactive

Video

SocialMedia

VoiceInbound

WebInteractions

Mail

Reporting

CustomerSurvey

Recording

SNMP

Speech Analytics

Outbound

RoboDialer

IntelligentRouting

WebScripting

WorkforceManagement

BusinessIntelligence

Widgets

SDK

Quality &Analitics

Self-service & Virtual Assistant

WEBRTC

Modular TechnologyThe All-in-One Solution modular architecture is based on open and simple industry standards, which allow for a flexible and dynamic platform, eliminating the need to invest time or money on additional integration of multiple products:

• Support of all types of business operations.

• Adapts easily to accommodate business growth

• Allows you to purchase only what is needed at any given time, allowing the effortless integration of complementary modules.

Enghouse Interactive

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Enghouse Interactive

BenefitsThe All-in-One solution for Contact Center delivers proven results:

• Operational costs decreased by 15%

• Complete integration with business tools providing a 360º view of the entire operation.

• Reduced Time-to-Market with no downtime.

TOURISM

FINANCE

BPO

DEBT COLLECTIONS

TELCO

• Outbound campaigns management and data control improvement

• Managed Leads increase by 72% per year

• 35% efficiency improvement.

• Better customer segmentation with Intelligent Routing.

• Seamless Omni-channel integration.

• 40% productivity increase in email Management.

• Improve on contact rates by 30%

• Ability to make contact with 98% of customers every month

• 120% improvement in collection contact rates on the first day.

• VoIP costs reduced by 20%

• Quick scheduling of resources based on service demands.

• Fulfill customer requirements 24/7.

• Productivity increase by 150%

• More flexibility, control and quality of operations.

• Increase of agent productivity with Scripting integration.

EDUCATION

Enghouse Interactive’s vast Contact Center experience has allowed our clients to identify, analyze and respond to any Contact Center needs through exceptional modular technology that covers all aspects related to efficient Contact Center Management.

Enghouse Interactive All-in-One Solution effectively addresses quality management by providing information and tools that ensure a high level of control of the services managed by the Contact Center. The features include:

» Customer identification and the reason of contact throughout different options and use that information to provide more information to the agent.

» Capability to store business information and the operation allowing for joint analysis and data exportation.

» Through the Quality Management Suite module, it guides the agent interactively through each interaction according to its speech and the selections or information on the script.

» Voice, text and data recording, documenting all interactions and providing consistent and constructive feedback to supervisors and agents for greater quality control.

Quality

ProductivityThe All-in-One Solution features have helped numerous customers significantly increase the productivity levels within their Contact Centers, generating a return on investment within just a few months. These features have also resulted in a reduction in total cost of ownership.

» Reliable and stable

» Scalable and flexible

» Ease of use and quick configuration by operations, business and technical areas

» Architecture based on open standards

» Condensed technical requirements

» Modular Technology

» The ability to make live changes

» Integration with third party applications

» Integration with any PBX in the market

» Standalone solution (no need for a PBX)

» Simplified user Training

» Unique repository of data with all the operative, quality and business information

» Simultaneous management of multiple channels (voice, email and chat).

The All-in-One solution from Enghouse Interactive not only increases the productivity of Contact Center employees

but all departments that interact with it.

The All-in-One Solution provides a complete Contact Center solution in one modular product so the organization has only one system to maintain. The different modules offer a set of built in features and natively integrate with the rest of the modules.

Its architecture allows for the implementation and adaptation to any requirement or strategy defined by the company in a quick manner without any technical complexity.

The All-in-One solution offers a fully automated survey after an interaction with a customer through the Automation modules (Intelligent Routing and Communications Portal IVR), helping the Contact Center quality management teams understand the evaluation given by the customer and improve the overall operations.

Adaptation

Customer satisfaction

Its architecture allows implementing and adapting the solution to any requirement or strategy defined by the company quickly and without any technical complexity

96% of our customer renew with us. Ask them why.

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All-in-One

Agent

Agent

Inte

lligen

t Rou

ting

Universal Queue Scripting

DDBB HTTP

Age

nt

SD

K

Recording

Reporting

Supervisor

Business Process Automation

OpenGate Stand Alone

OpenGate with Any PBX

Video Interactions

Customer Engagement Center

Administrator

Business Users

E-MAIL

CHAT

WEB CALLBACK

WEB COLLABORATION

SMS

FAX

SOCIAL MEDIA

VIDEO

VoiceInbound Customer Survey

MailInteractions

SMS/FAX

WebInteractions CallBack

Web Chat

Screen Recording

OutboundDialer RoboDialer

Agent Assisted

Widgets

REST APIsAdministratorSupervisorWeb Interactions

Web Agent/Web Services/ JSHTTP API

CRMERP

SupportCustom App

Workforce Management

Business Intelligence

Quality & Analitics

Self-service & Virtual Assistant

WEBRTC

ElementsAll-in-One Solution

The modular architecture is so flexible that companies can not only cover specific needs such as: call recording, intelligent routing, IVR, automatic handling of interactions, efficient dialing and agent scripting etc., but also have a complete and unified technology solution for the Contact Center and Customer Engagement Center.

Quality and Analytics

Recording

QualityManagement Suite

A simple, intuitive and powerful tool for designing fully customized reports. It allows for the combining of data generated with other databases or external systems, such as ERPs, CRMs, Ticketing tools, etc. Reports can also be exported in various formats: PDF, Word, CSV, Excel, etc.

Quality Management Suite (QMS) is a recording solution enriched with a full set of features to ensure the quality of the operations and optimize business strategies in real time, comply with the legal regulations and improve service levels.

Custom Reports

OpenGate

Telephony Systems

The All-in-One solution integrates natively with any phone or PBX in the market in an easy and flexible way, using the Opengate SIP Gateway. This component also facilitates the autonomous deployment of the All-in-One solution without the need of third party PBXs.

Recording module gives agents the tools to create both audio and/or video records that help monitor key elements of quality assurance ranging from sales confirmations to regulatory compliance. The Recording module and the resulting files also provide excellent resources for training new hires and improving skills of existing staff.

Business Intelligence*

The Business Intelligence solution empowers the user to break down, filter and navigate through the data collected by all Enghouse Interactive solutions. This new way of visualizing and interacting with data allows you to get answers to complex questions in seconds that drive the right decisions.

Team Management

Workforce Management

The workforce management solution provides a cloud platform for the planning and programming of all contact center staff. It has an integrated connection with the All-in-One Solution and offers functionalities to increase agent retention and reduce administrative costs.

Enghouse Interactive

*Standalone Product - Integrates with Enghouse All-in-One or any other solution available on the market.

Automation and Self-Service

Intelligent Routing

Omni channel IVR*

An Engine that performs automatic routing of interactions based on business rules previously established in the definition of processes and customer management strategy. This module can process any type of incoming interaction regardless of the channel (calls, e-mails), running the routing rule assigned to the interaction to offer the best customer and agent experience. It provides basic IVR capabilities through tones recognition, DTMF and recordings playback.

Communications Portal is an IVR solution with self-service, artificial intelligence, speech recognition and synthesis (TTS and ASR), speech biometrics and natural language capabilities. It also integrates with a wide range of cognitive systems from market-leading companies such as IBM Watson, Google Dialogflow, Microsoft Luis etc.The on-line services management tool.

Agent

Social Interactions

Social Interactions is a module that allows you to establish and strengthen communication with your clients through different social and messaging channels, namely; WhatsApp, Facebook, Twitter, Instagram, Telegram, Web Chat and Mobile apps. This improves customer experience, reduces costs and time required by voice assistance and increases the revenue of your company by better using time and human resources.

Supervisor

Administrator

User Interface

A tool to manage and administrate the system with which the main technical parameters and services are setup. It also establishes user profiles and grants the access to data and all levels of functionalities in order to preserve the platform security.

Provides ease-of-use, service upgrades and the establishment of the required business rules. It allows access to all All-in-One solution modules and to the wide set of real time monitors and historical reports of the Contact Center operations. It is accessed via a Web browser using WebRTC technology.

The Agent Interface is in a toolbar format to interact with all channels. In its Web version it incorporates WebRTC (Real Time Communications) technology that allows customer care service without a telephone extension, only with a web browser.

Enghouse Interactive

*Standalone Product - Integrates with Enghouse All-in-One or any other solution available on the market.

Omnichannel

Mail Interactions

Voice Outbound Web Interactions

Voice Inbound

A robust system that offers three different outbound dialing modes: predictive, progressive, and preview. Realize significant improvements to increase the performance and the ability to contact and thus achieve higher productivity in the Contact Center. In addition, it includes all the functionalities of the Voice module.

It complements Web interactions by facilitating the management bi-directional audio or audio & video communications between customers and agents via internet. It uses WebRTC technology, which avoids having to install anything the standard-compliant browsers.

Interface for third party apps integration

A set of libraries for the development and integration of applications, which facilitates the combined management of the All-in-One solution with other existing business applications used in the Contact Center.

Scripting* SDK

This module allows for the designing and publishing of agent scripts, using a non-technical tool that is simple, intuitive and graphical. It is fully integrated with the All-in-One solution and collects and displays information at all times during a customer or a service engagement.

Easy management of Chat, Callback and Web collaboration channels within the All-in-One solution. These channels are navigated through a universal queue, managed via the implementation of business rules, prioritization and agent allocation by skills and sharing the interactions established on the platform and on each service.

Easy management of e-mail, fax and SMS channels in a combined way within the All-in-One solution. These channels are handled through a universal queue, which manages them with the implementation of business rules, prioritization, agent assignation by skills and sharing the interactions established on the platform and on each service.

Manages the incoming call flows and is able to combine any type of incoming inbound interaction in the Contact Center. It simplifies and facilitates its integration with any other module of the Solution and to any existing business application through the SDK Integration application.

Video Interactions

It integrates back office tasks generated in the Contact Center into a single management interactions queue. This module takes control over these tasks, including those that have not been previously managed by the All-in-One solution.

BackOffice

Enghouse Interactive*Standalone Product - Integrates with Enghouse All-in-One or any other solution available on the market.

Solutions PackagesSolutions Packages are solutions focused on resolving specific needs raised by our customers over time. These packaged tools allow you to take full advantage of the features offered by the All-in-One solution, improving operational performance and maximizing the productivity of the platform.

RecordingsLabeler

The analysis of voice recordings is extremely important when it comes to developing products and services, to adapt to the demands of customers in offering an optimal experience. This module automates and labels recordings generated in the contact center by adjusting their names and formats to customer´s needs for further processing. This automation significantly saves time for resources allocated to these tasks.

LoadManager

The main objective of this module is to automate the process of business data load management in the scripts and in dialing campaigns, allowing the user to choose the data to be loaded in each service and to program its execution. This process of automation in a single point speeds up the start-up of campaigns and the updating of the data in real time.

AbandonmentManagement

Long waiting times in call queues directly influence the experience and levels of customer satisfaction. This module reduces time with better management of queued calls. This way, while the customer waits to be served, the system can offer interaction and provide the option to remain in the call or to have it returned later. On the other hand, if the customer decides to leave the call at any time, this functionality allows retrieving that record to contact him/her later.

Enghouse Interactive*Average of Enghouse Interactive´s customers

50%50% Resource optimization of execution and programming (recurrent in a year)*

Increase of contactability*

Improvementof agent productivity*

15% 23,7% 7%Increase of campaign effectiveness*

Reduction ofabandonment*

25% 20%Increase ofcontactablity*

We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers –anytime, anywhere, and via any channel.

More information at www.enghouseinteractive.co.za

Enghouse Interactive All-in-One solution supports all kinds of telephony systems without having to make changes to the software solution. Its architecture is based on open standards (SIP/HTLM5), and facilitates its adaptation to any type and any Contact Center size, while preserving previously made investments and minimizing costs. It highlights the implementation flexibility in virtualized environments, further optimizing the system resources.

More information about Enghouse All-in-One modules at: www.enghouseinteractive.co.za

About Enghouse Interactive