The secret to perfect customer service


no. 04/15


The secret to perfect customer service

At CCW 2015, Enghouse Interactive won over the hearts of visitors with exceptional and visionary customer interaction solutions.

Frankfurt am Main, March 16, 2015 – According to the motto ”customer service – anytime, anywhere, and on every channel”, Enghouse Interactive unveiled outstanding software products a few days ago in Berlin at the end of CCW 2015. As a world first, for example a solution that connects the caller in the contact centre – with no waiting time – directly and quickly to the right agent. An innovation for a final contract conclusion on the phone was met with great interest by international visitors. Other product and subject highlights included solutions for call optimisation in the contact centre, location and time-independent as well as uninterrupted communication with customers via various channels, and the optimum use of sophisticated self-service technologies.

Customer service across all channels (omni channel), a voice portal for self-service and IVR, provider-and multi-client multi-channel cloud contact centre and intelligent attendant consoles, and related professional services that support any telephone environment locally or in the cloud. These were the main topics that set the pace at the Enghouse Interactive CCW fair stands. The focus of visitor interest were aspects such as mobility (permanent increase of mobile devices and digitisation in professional and private life), the influence of social media on support e.g. via web forums, and uninterrupted communication in the contact centre.

The three Enghouse brands Andtek, Voxtron, and Elsbeth IT Sonix presented the relevant software solutions for first class customer interaction. Solutions that ensure exceptionally good customer loyalty, because customers can communicate across all channels with companies regardless of time and place, in a personalised way, intuitively, and with no annoying interruptions.

The call for the customer thus becomes an experience

With “VirtualQ”, callers will never again have to wait in telephone queues, because with this intelligent service by Voxtron that was featured at CCW  - to date unique in the contact centre market - frustrating waiting times on hotlines are a thing of the past. The caller can simply hang up if they are not immediately connected to an agent. Important: They will still keep their position in the queue. “VirtualQ” takes care of the rest. As soon as a line is free, the system informs the caller of this immediately by the push notification via the app, SMS, or it makes an independent call. The caller is then connected to the agent directly and without having to wait. The caller can make good use of their time until they are called back.
“VirtualQ” does not only offer clear cost advantages for the service provider or the contact centre, since the waiting time, that is, without the use of an agent, is processed virtually and no phone line is blocked. The risk that customer relationships are destroyed due to unpopular queues is practically completely gone. In addition, the service provider can ensure even greater customer acceptance and satisfaction by informing the caller visually when their call is returned.

Optimise conversations in real time

CCW visitors felt magnetically attracted to the Enghouse stand “Elsbeth VocalCoach” (EVC), the first innovative software solution for fully automated quality assurance and conversation optimisation. This solution from Enghouse brand IT Sonix studies conversations in real time via a special search method according to defined phrases, key words, and dialogue pairs. Unique in the market is the ability to evaluate the state of excitement of the agent and/or customer by a specific analysis parameter  that, for example, draws conclusions about how the agent should deal with a customer's changes in mood, or if the call underway was more invigorating or boring.
The real time analysis of calls informs the agent immediately whether relevant information has been falsely given and thus allows the agent to correct it before the end of the conversation. Due to its comprehensive multilingualism, improved implementation of campaigns, versatile evaluation and control options, the “Elsbeth VocalCoach” is not only a safe investment and economical, it also contributes significantly to quality assurance and provides legal certainty.

Conclude legal contracts by telephone

The “Elsbeth ContractCompliance” also offers a high degree of legal certainty, an additional function to the “Elsbeth PowerContact” frontend market-proven agent. Contact centres and telesales agencies thus have a reliable tool at hand with which they can conclude legal contracts by phone. The contract can be filled out during the call and then sent as a link to the customer via various media (smartphone, tablet, touch screen, or other input devices) for their signature. After signing, both parties will be sent the contract including the T&Cs.

Inspire customers every day

“At CCW 2015 we have proven that our three strong brands in Germany – Andtek, Voxtron, and IT Sonix – with their broad product portfolios and a team of over 130 employees create the technological basis for optimum customer service”, says Ralf Mühlenhöver, Managing Director of Enghouse Interactive for German-speaking countries and Eastern Europe.
Mühlenhöver lists the areas of self service, user forums, mobility and IT, searchable knowledge databases, and seamless customer service that is device and location independent as the main tasks in the future development of software solutions at the three German sites in Munich, Leipzig, and Ahlen. Also in focus: “Skype for Business” (formerly Lync) to connect 300 million users via chat and audio/video with the contact centre. “With our solutions”, says Ralf Mühlenhöver, “companies can inspire their customers every day.”


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 solu-tions 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 deploy-ment 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, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom are trademarks of Enghouse Interactive. Learn more at


Further Information:

Enghouse (Germany) GmbH
Astrid Pocklington
Darmstädter Landstraße 213
60598 Frankfurt am Main
phone: +44 118 972 8410

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