PHOENIX, AZ — (Marketwired) — 04/14/16 — developer of a comprehensive portfolio of contact center software solutions, today announced that it will attend and speak at Frost & Sullivan–s 12th Annual Customer Contact, East: a Frost & Sullivan Executive Mindxchange, taking place at Disney–s Grand Floridian Resort & Spa in Lake Buena Vista, FL, April 17-20, 2016.
Customer engagement is the next wave of innovation, and Industry leaders from around the world will convene at Customer Contact, East to address how the contact center is perfectly positioned to elevate its corporate role as a driver of this transformation. Among the critical subject matter on the agenda, is the need for agents to be engaged, modern customer service software and technology to be in invested in, and best practices and processes to be in place.
John Cray, Enghouse Interactive vice president of product management will facilitate the Customer Contact, East session, –Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics.– Attendees will hear best practices for leveraging real-time speech analytics to ensure quality and boost agent performance, as well as proven approaches to identifying and adjusting metrics to evaluate agents and improve efficiency.
“The well-documented role that contact centers play in organizational success has positioned the technology as mission-critical for businesses across the globe,” said John Cray. “By integrating cutting-edge solutions like quality management, assurance and real-time speech analytics, contact centers are now able to provide more accurate metrics in real-time to ensure customers receive a consistently positive experience on every channel and preferred media, at each stage of their interaction.”
Earlier this year, Frost & Sullivan honored Enghouse Interactive with the 2015 North America Frost & Sullivan Award for Price/Performance Value Leadership.
“We were impressed with how Enghouse Interactive–s Contact Center solutions compared with the competition, and especially that it matches 90% of the functionality of a leading competitor–s product at 50% of the price,” said Nancy Jamison, Frost & Sullivan principal analyst in Digital Transformation. “Enghouse believes that functionality alone will not give the competitive edge that customers seek.
“The company goes the extra mile to deliver modules that allow customers to expand easily and gain new functionality when needed. Its modular solutions also guarantee greater ease of deployment and flexibility for customers.”
PBX/UC agnostic, Enghouse Interactive–s contact center solutions feature best-in-class omni-channel functionality and are designed to ensure quick installation, ease-of-use, and a low total cost of ownership (TCO). By aligning its portfolio to work with all major communications frameworks, on premise or in the cloud, Enghouse Interactive provides its partners with the resources necessary to satisfy a diverse marketplace, as well as a significant competitive advantage.
In the mid-market segment, Enghouse–s solutions are flexible, agile and competitive in terms of price and performance. At the enterprise level, Enghouse Interactive offers solutions which support complex environments where redundancy and high availability are imperative. Enghouse Interactive–s contact center offerings increase the quality of customer interactions by enabling omni-channel service while lowering TCO, in addition to integrating advanced, complementary features and functionality.
“Customer Contact, East is uniquely collaborative in nature and we are excited about engaging with several of the industry–s foremost minds in customer contact, customer care, customer service, customer experience management, contact centers, and operations,” said Enghouse Interactive vice president of channels sales, John De Los Reyes. “Our motivation to sponsor this event is not only derived from the influential list of attendees, but also from the thoughtful agenda that covers the digital transformation in which customer engagement is entrenched, consumer–s love/hate relationship with customer service, and the inherent complexity of measurements and key performance indicators that are today–s reality for the contact centers.”
From self-service to interactions between customers and agents, over 10,000 customers and 1,000,000+ agents worldwide provide their customers an outstanding customer journey with Enghouse Interactive solutions.
Enghouse Interactive () delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company–s international operations.
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 AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Reitek, Safeharbor, Syntellect, Telrex, Trio and Zeacom.
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Mostafa Razzak
JMRConnect (for Enghouse Interactive)
202-904-2048
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