Real Time Communications Featured Article

Enghouse, GENBAND Align for Omnichannel Contact Center Solution

August 04, 2016

Enghouse Interactive and GENBAND now offer a new integration between their products.

The Enghouse Interactive Contact Center: Enterprise version 9 is now integrated and interoperable with version 11.2 of GENBAND’s Application Server. The combined solution can be deployed in cloud, hybrid cloud or premises-based environments.

This contact center solution from Enghouse provides a flexible omnichannel platform through which users can interact with their customers. It comes with tools to manage and measure customer interactions; these tools can be used in real time or for information and analysis following customer engagements.

The GENBAND Application Server, meanwhile, is a full featured, IP-based multimedia communications solution. It supports collaboration, conferencing, instant messaging, mobility, presence, video and voice for tens of thousands of users across various locations. And users can enjoy these capabilities regardless of the endpoints or interfaces they choose to employ.

“Today’s consumers expect prompt, attentive customer care by phone, email, chat, video, and SMS, driving organizations to adopt omnichannel contact center functionality,” said Ernie Wallerstein, president of the Americas at Enghouse Interactive. “In addition, engagement tools must be as easy to manage as they are powerful, providing business leaders with visibility and insight into each stop along the customer journey.”

Enghouse Interactive is the largest division of 32-year-old Enghouse Systems, specializing in communications products. Over the years the company has grown that portfolio, and it now delivers a suite of products that include contact center management, unified communications, operator consoles, predictive dialing, workforce management and speech analytics. It has an ecosystem of contact center service providers, system integrators and tens of thousands of agents, who handle millions of customer interactions daily worldwide.

GENBAND provides real-time communications software solutions for service providers, enterprises, independent software vendors, systems integrators and developers in more than 80 countries. It has been a leader in providing platforms and building blocks these entities can use to create new and improved real-time communications solutions.

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