Contact Center Solutions Featured Article

Enghouse Interactive Bags Four Awards from TMC's Customer Interaction Solutions Magazine

February 16, 2012

Enghouse Interactive develops software solutions that enhance the value of customer interactions in call centers. The company recently announced it has won Customer Interaction Solution magazine’s 2011 Product of the Year Awards from Technology Marketing Corporation (TMC).

The company has won the awards for four products in its contact center solutions portfolio. They include CosmoCall Universe, Syntellect Customer Interaction Management (CIM), CallRex Quality Management Suite and Intuition Enterprise.

“We selected Enghouse Interactive products to receive 2011 Product of the Year Awards for their achievement in advancing CRM, contact center and call center technologies. Their range of customer interaction management products have demonstrated excellence as well as provided ROI for the companies that use them,” said Rich Tehrani, TMC CEO, in a statement.

Customer Interaction Solutions magazine has been recognizing innovative companies for 14 years and Enghouse Interactive has earned its place with this distinguished honor,” Tehrani added.

CosmoCall Universe from Enghouse Interactive offers a unified contact center platform that integrates all customer contact locations, functions, and personnel including outsourcers and home agent on a single, multi-channel customer communications platform. The service is offered via cloud.

Syntellect Customer Interaction Management (CIM), on the other hand, is a premise-based contact center solution that gives organizations total control of customer interactions of all types. It easily integrates with the existing customer relationship management (CRM) solutions and other back-office applications in organizations.

 CallRex Quality Management Suite is a quality monitoring and quality management suite designed to provide affordable VoIP recording and monitoring solutions to small and medium-sized businesses. The solution combines advanced features such as call recording, computer recording, IP call recording and monitoring, agent coaching, and more.

Intuition Enterprise is designed to improve productivity and responsiveness to customers. Important components of this solution include attendant operator consoles, call center, presence integration and voice recording. It also provides access to extensive directory of contact information with integrated presence status and calendar information.

According to Enghouse officials, the recognition publicly recognizes the company’s leadership in the areas of premises- and cloud-based contact center, call recording and unified communications and collaboration solutions.

Enghouse Interactive is in the business of producing a full range of software solutions that help our customers (and their customers) optimize the value of their customer interactions across the gamut of structured, unstructured and self-service interactions,” said Enghouse Interactive CTO, Alex Black, in a statement.

“Our customers and channel partners recognize the value of what we have to offer, and we’re happy that TMC has recognized a number of our products as well,” Black added.

In another recent development Enghouse Interactive announced the release of version 4.2 of its CallRex suite of IP call recording and call center solutions software. With this new release, companies that are leveraging Microsoft Lync can gain access to multiple management solutions.

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell