Enghouse Interactive is a company that harnesses the power of Artificial Intelligence (AI) to enhance the customer experience (CX). They believe that understanding the needs and expectations of customers and agents is crucial to delivering excellent CX, and AI plays a pivotal role in developing actionable customer intelligence and optimizing the experience throughout the customer journey. Furthermore, AI empowers agents to deliver superior customer service and build empathic engagement.
The average contact center today collects data from thousands of daily interactions across various channels, including voice, email, SMS, social media, and webchat. Enghouse Interactive uses this data to draw accurate conclusions about customers' needs and preferences and agents' strengths and weaknesses. The ability to interpret these interactions easily and accurately is essential for organizations to know what corrective actions to take to address what matters most to customers and deliver the coaching that ensures agents are efficient and effective. The result is richer and more compelling customer experiences than ever before.
Enghouse Artificial Intelligence offers several advantages. It can be used on a standalone basis or fully integrated with survey management tools, Enghouse Interactive or 3rd-party contact center solutions. It provides maximum flexibility and scalability, allowing organizations to manage ongoing data inflows or regularly scheduled analyses, locally or globally. The company prides itself on the industry-leading accuracy of derived insights, thanks to its innovative hybrid machine learning, proprietary algorithms, and industry-specific lexicons. The AI solutions are usable wherever required, offering intuitive graphical reports, definitive insights, and transparency of analysis.
Enghouse Interactive offers two main AI products. SmartQuality is a comprehensive, consistent AI-enabled agent evaluation tool. AI Insights is designed to hear customers and give them what they expect. The company offers multiple deployment options for its solutions, allowing organizations to choose the one that's right for them.
In addition to their AI offerings, Enghouse Interactive provides a range of resources, including analyst reports, whitepapers, and blog posts, to help organizations understand how AI can take customer contact far beyond what is currently feasible. They also offer insights on how to drive measurable CX improvements.
Enghouse Interactive is committed to helping organizations mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes. They believe that insightful, accurate, and comprehensive CX insights will drive greater loyalty, lower churn rates, and increase revenues.