Customer communication of the future



no. 05/16


Customer communication of the future


Enghouse Interactive presented the latest customer service trends at the CCW 2016 trade show.


Leipzig, 8 March 2016 – This year Enghouse Interactive presented itself under the motto „We speak the customer's language“ at the CCW 2016 in Berlin. Attendee interest focused on the two customer interaction solutions „Voxtron Communication Center“ and „ELSBETH“ with their advanced features and easy integration into external IT systems such as CRM, ERP etc. Enghouse also observed a great demand in the issues of real-time voice analysis, digital signature, chat solutions and security in the cloud. 


With its 7,800 visitors and 267 exhibitors from 21 countries this year, the CCW has proven to be Europe's largest meeting point for the call/contact centre industry. Enghouse Interactive accordingly presented itself to trade professionals in this international framework as an agile, down to earth and promising company capable of incorporating the input and feedback from customers and partners in its newest developments. 

Innovative extra features

The resulting products are designed to meet customer requirements early in the development phase and can therefore be easily integrated into existing environments. The customer does not have to be concerned about restrictions with respect to normal business processes because operational processes are not hindered. 

These development partnerships are reflected in the new 2016 release of the customer interaction solution „Voxtron Communication Center“ (VCC) with its various extensions. For example, the E-Mail Response Management System (ERMS) improves customer service in writing as it enables employees not only to view and edit incoming emails directly in the Voxtron Client, but to send outbound emails as well. A search function and predefined email templates additionally simplify the answering of incoming emails. 

From Multichannel to Omnichannel

The current version of VCC paves the way from multi-channel to omni-channel communication. Through a unique customer code, a corresponding intelligent routing is enabled for all channels, permitting the agent to view all previous customer communication. This allows the search for the best possible agent to be intelligently extended, and significantly increases the quality of customer service. 

With Chat into the future 

For Enghouse, the shift from a pure phone customer service to other communication channels is no longer just a trend, but a reality which service providers can no longer ignore. Chat solutions play a significant role here, as could be seen at the CCW where WhatsApp was a key topic. 

„Chat can greatly simplify direct communication between the customer and the company“, says Ralf Mühlenhöver, CEO of Enghouse AG. If chat solutions such as WhatsApp were connected to the systems of contact centres, for example, the constant synchronisation of new data would no longer be necessary on receiving a call from a customer. 

Digital Revolution

Enghouse’s customer oriented solutions provoked a veritable rush of visitors – such as, for example, the software „ELSBETH Contract Compliance“. With this solution contracts that are concluded by phone can be certified immediately via digital signature – a process that is easy and offers legal certainty, with no media disruption.

There was also a strong demand concerning cloud solutions, and visitor interest focused particularly on the safety of data stored in this country. Enghouse Interactive is one of the world's leading and most experienced providers of cloud contact centre solutions (Source: DMG Consulting). With its over 25 years experience in the field, Enghouse Interactive possesses the expertise to provide custom cloud solutions for any type of company. 

Integration with a high user value

CCW visitors of the Enghouse booth were able to see for themselves the practical advantages resulting from the fusion of different solutions offered by the Enghouse group. For example, users of VCC and the „Quality Management Suite“ (QMS) can now perform real-time speech analysis by integrating the „ELSBETH VocalCoach“ (EVC). Agents are thus able to monitor their conversations in real time and if necessary correct them immediately. Moreover, QMS now offers an automated analysis of recordings to evaluate calls.

Great interest in automatic quality control via the real-time voice analysis software EVC was also shown by Guido Otterbein. The Managing Director of ITC systems house SEC-COM GmbH found his participation as a business partner at the CCW Enghouse booth well worthwhile: „because in just a short time we had the opportunity to speak with a large number of responsible parties.“

How Enghouse products can be adapted into existing software systems of customers as well as integrated into their business processes, was demonstrated at the CCW in the example of, where the „Voxtron Communication Center“ (VCC), „ELSBETH Communication Manager“ (centralized management of communication channels and processes) as well as the „ELSBETH PowerContact“ (implementation/management of telephone campaigns) were incorporated into the Californian company's CRM system. This seamless integration allows service staff to quickly access customer data. 

„Our entry into the German market could not have been better“, says Thomas Beer, Director Sales DACH & CEE of Mtel GmbH. This was the first time the specialist for tailor-made customer relationship solutions was represented at the CCW as a partner company in the booth of Enghouse Interactive. „The CCW 2016 has been a great success for us and we are delighted to have had our key partner at our side.“

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

© Fuchs Pressedienst und Partner

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