Customer service: Equipped for all cases

PRESS RELEASE

 

no. 03/16

 

Customer service: Equipped for all cases

 

Enghouse Interactive emphasises its pioneering position at the CCW 2016 with highly efficient communication solutions.

 

Leipzig, February 10, 2016 – At the CCW 2016 in Berlin, Enghouse Interactive will present the latest version of the "Voxtron Communication Centre" (VCC) in hall 2, D2/E3. Innovative additional functions signal the market dominance of the 2016 release. In addition, the software experiences a significant added value for customer interaction by integrating other solutions from the Enghouse Group, such as real-time voice analysis software "ELSBETH VocalCoach" (EVC) and the "Quality Management Suite" (QMS). This means a sophisticated solution with many possible combinations is available to users. 

In the customer interaction solution "Voxtron Communication Center 2016" (VCC), the Email Response Management System (ERMS) has been extended. It improves written customer service additionally. Employees can now access and edit not only incoming emails directly in the Voxtron Client, but also send outbound emails. Also new: Storing email drafts and dynamic sending of automated responses. An optimised search function and predefined email templates for simplified and structured answering of incoming emails speed up the processing of emails and increase the professionalism of the answers.

With the current version of VCC, the extension is done from multichannel to omnichannel. The introduction of a unique customer code now facilitates – across channels – the corresponding intelligent routing and display of the complete previous customer communications. The new and unique overflow concept no longer shifts queued calls, emails, etc. after a certain waiting time or at high load to other queues, instead the search for the best possible agent is extended in an intelligent way. Overflow skills, falsified statistics, and complex administration are thus a thing of the past.

By integrating other Enghouse products, VCC has developed into an even more powerful instrument in the field of customer interaction. The real-time voice analysis software "ELSBETH VocalCoach" (EVC) is integrated into VCC, for example. Due to its fully automated quality assurance and instant conversation optimisation, EVC ensures satisfaction and loyalty on the customer side. 

The "Quality Management Suite" (QMS) is now also embedded in VCC 2016. In combination with the real-time voice analysis of EVC, QMS provides, among other things, call and screen recording and their analysis to evaluate customer interaction and thus improve the quality of service significantly. 

Enghouse has also been successful in another important step in the direction of customer loyalty and satisfaction with the integration of CRM software from Salesforce.com. Enghouse thus underpins the growing importance of CRM systems that can immediately provide the agent in the contact centre all the information about the customer. 

Many ergonomic and functional enhancements of the software in the employee's work place additionally allow better interaction with the caller. This includes adjustments for using touch, mobile, keyboard and mouse, indicating the status of callers and colleagues, as well as managing the conversation and post-processing times.

The software update from VCC 2014 to VCC 2016 is free for all customers with a current maintenance contract. Carrying out this update requires little effort. "Keeping the total cost of ownership (TCO) as low as possible is an important feature of all products made by Enghouse“, says Ralf Mühlenhöver, CEO of Enghouse AG.

 

Enghouse Interactive is a global leader in providing solutions that deliver differentiated customer experience and maximize the value of every customer interaction. Enghouse Interactive's comprehensive portfolio of interaction management solutions span multi-channel call centers, Computer Telephony Integration (CTI), self-service Interactive Voice Response (IVR), knowledge management, operator con-soles, call recording and quality monitoring, media voice services, and outbound dialers. These solutions support any telephony environment and flexible deployment options, on premise or in the cloud. With Enghouse Interactive solutions, your customers can reach you anytime, anywhere, and anyhow. 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 consistently profitable, and has grown both organically and through strategic acquisitions. Andtek, Arc, CosmoCom, Datapulse, IAT Smartdial, IT Sonix, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom are trademarks of Enghouse Interactive. Learn more at www.enghouseinteractive.de

 

Further Information:

Enghouse Interactive
Astrid Pocklington
Marketing
Schützenstr. 2
04103 Leipzig
Telefon: +49 341 415 841 02
Telefon: +44 118 972 8410
E-Mail: astrid.pocklington@enghouse.com
http://www.enghouseinteractive.de

 

 

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