CCW 2016: Revolution in Customer Service


no. 01/16


CCW 2016: Revolution in Customer Service

With modern and individually tailored solutions, Enghouse Interactive achieves the spirit of the time in terms of perfect customer dialogue.


Leipzig, 26th January 2016 - „We speak our customers' language". This motto Enghouse Interactive consequently relates to its strategy of customer proximity with local German-speaking around-the-clock service and practical products. At the CCW 2016 in Hall 2, D2/E3, the international provider will present enhanced versions of its omni-channel communications solutions that meet customers' needs more closely. For the first time, Enghouse is showing the general public the successful fusion of cutting-edge products from the German companies acquired in the last two and a half years. The user is hereby offered a variety of combinations for their individual needs.

Enghouse AG is a sponsor and exhibitor at Call Centre World 2016, which traditionally takes place at Berlin's Estrel Convention Centre from 23rd - 25th February. In Hall 2, Stand D2/E3, the company will present the latest product enhancements in the fields of quality management, real-time speech analytics, attendant consoles, self-service, multi-channel/omni-channel communications, cloud services and Skype for business.

Product diversity - a solution for every need

A highlight of the Enghouse stand at CCW 2016 is the integration of the IT solutions of the acquired companies (Sonix, Andtek and Voxtron) into the existing Enghouse product portfolio. "Through the integration of different products, we can offer a portfolio with an unprecedented diversity for the individual requirements of our customers", says Wolfgang Falk, Solution Consultant Director at Enghouse.
Thus users of the "Quality Management Suite" (QMS) can now enjoy the benefits of the "ELSBETH Vocal Coach" (EVC) and perform real-time speech analytics. With this solution, the former IT Sonix agents can monitor their conversations not only in real time, but if necessary, immediately correct them and thus significantly improve customer service. In addition, this includes QMS call and desktop recording, agent evaluation and provides automatic analysis of recordings to evaluate calls. By integrating QMS and EVC into the comprehensive VCC customer interaction solution, users are offered a very mature solution with many possible combinations available.

New products - for the highest demands

In Hall 2, Stand D2/E3, visitors to the 2016 CCW can find out about the latest technology developments from Enghouse partner companies like SEC-COM, Telefonbau Schneider and Mtel. "We are pleased that, with our cloud-based omni-channel contact centre, we are able to offer a powerful SaaS system largely based on first-class Enghouse solutions" says Thomas Beer, Sales Director for the DACH and CEE regions at Mtel GmbH. "Holistic solutions for the highest customer requirements" promises Ralf Schneider, Managing Director of Telefonbau Schneider GmbH & Co. KG. For Guido Otterbein, managing partner of long-standing Enghouse partner SEC-COM GmbH, multichannel communications are a key challenge. In order to achieve this, "operators of modern partner solutions need to identify and overcome common problems on an equal footing".

Successful customer dialogue increases value

At the 2016 CCW, Enghouse Interactive will not only demonstrate its cross-market strengths on its own stand. Ralf Mühlenhöver, CEO of Enghouse AG, as part of his presentation "(R)evolution in customer service - with more courage for multichannel" offers an insight into communications usage in Europe and impressively demonstrates how the shift and use of new channels of communication with the customer can also increase the value of the company (23rd February 11am - 11.30am/24th February 4pm - 4.30pm, both in Hall 3).
Practical examples are discussed by keynote speaker Christoph Mosing, President of Enghouse Interactive America, in his presentation on how successful customer dialogue can be worldwide (23rd February 2.30pm-3pm/24th February 11.30am - 12pm, both in International Plaza).

Enghouse Interactive is a gold sponsor of the networking event "Visionaries in Dialogue" for decision makers in the dialogue marketing industry as well as board members and managers in the customer service industry for informative exchange. The event will take place in the historical rooms of the former Grand Hotel Esplanade, under the futuristic roof of the Sony Centre, on Potsdamer Platz (23rd February 6pm - 10pm).


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


Further Information:

Enghouse Interactive
Astrid Pocklington
Schützenstr. 2
04103 Leipzig
Telefon: +49 341 415 841 02
Telefon: +44 118 972 8410

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