Enghouse Contact CentreA Gartner Magic Quadrant Challenger

Agenda

• Introductions & setting the scene – Richard Brown, 5i

• How customer contact expectations are changing – Craig McVoy, Chief Experience Officer – Beyond Brand

• Enghouse and what they offer to meet new expectations – Gary Bennett, Sales Director - Enghouse

• 5i credentials & on-boarding Enghouse- Richard Brown, 5i

Customer Service & Customer Experience

I can’t speak highly enough…

It’s like they know me

Problem solved in no time

Problem resolved first time!

They never keep me waiting

I Would definitely recommend them

So helpful

Consistently superb service

Blog

Setting the Scene – What Gartner look for

Gartner Contact Center Infrastructure Magic Quadrant

1. Infrastructure – equipment, SW for telephony

2. Contact Center for multichannel engagement

3. Single view integration – CRM, social media

4. Single source with complete portfolios

5. Option for CCaaS

Aim of today to reassure you we have it covered

Craig Slides

Craig Slides

CX16

Age of the Digital Customer

Gary Bennett – Channel Sales Director

Corporate Overview

◆ Enghouse Systems Limited - Since 1984

◆ ESL Annualised revenues $290m+, MarCap $1.5BN

◆ Circa 1350 employees globally

◆ Exceptional Stock Performance

◆ Offices in EMEA, North America and APAC

◆ Expert Services Team and 24x7 Customer Support

◆ Located in Reading, UK

◆ Customer Interaction Specialists

◆ SMB, Enterprise, Service Provider Contact Centres

◆ IVR, QMS, RT Speech Analytics, Console, Predictive

10,000+Customers worldwide

350+Deployments on

Skype for Business

1,420Employees worldwide

BANKS

8ofthetopworldwide

10

PHARMA

10ofthetopworldwide

10

FMCG

8ofthetopworldwide

10

INSURANCE

6ofthetopworldwide

10

TELCOS

3ofthetopworldwide

5

Self-Service• Online FAQ/Knowledge Management

• IVR – DTMF or Voice self-service

• Mobile Applications

Assisted Service

+

Agent

Measurement

+

Reporting

Self-Service

+

ID&V

What we do - Enhancing the Customer Journey

I’M INTERESTED IN…

I NEED HELP WITH…

CRM

Customer information• Customer Value

• Transaction history

• Contact history

• Contact preferences

Contact Channels

Contact routing to agent• High value customer

• Upsell services

• Service escalation

• Self-service failure

Customer

Experience

Understanding the Customer Experience• Cradle-to-grave view of customer interactions

• Targeted customer satisfaction surveys

• Quality Management of agents and interactions

Management & Reporting• Real-time metrics & performance

• Real-time changes by supervisors

• Call Recording

• Real-time speech analytics

• Agent Evaluation

• Historical reporting

• Adherence to scheduling

• Performance management

Workforce Management• Scheduling

• Agent self-service

• Shift-swapping

• Shift training

• Agent messenger

Customer Contact

HI, PENNY, I SEE YOU

WERE TRYING TO FIND

INFORMATION ABOUT…

PENNY

PENNY

Agent

Interaction

Customer Satisfaction

EICC

◆ A modular omni-channel contact management centre

◆ Up to 500 Agents

◆ Designed for integration with

◆ Skype for Business

◆ Cisco

◆ Avaya

◆ NEC

5i Credentials &On-boarding Enghouse

Richard Brown – 5i

Provide IT Services and Software to the Channel,specialising in Customer Experience and Collaboration

Transforming the customers workplace and communications environment through creative thinking, innovative design and smart technology

2002

5i Background

2005 2008 2011 2014 Today

Gartner Technology Criteria

• Telephony infrastructure

• Multimedia contact routing with real-time and historical reporting

• IVR and voice portals for self-service applications, including speech-enabled self-service

• Outbound dialing/proactive contact

• Virtual routing applications for multisite and work-at-home scenarios

• Presence tools

• Tools for integration with CRM software

• Data mart and analytics systems

• Computer-telephony integration/web services interfaces

• Email response management • Web chat • Collaborative browsing • Social media • Live and prerecorded video • Knowledge-based self-service • Workforce management scheduling• Session recording and quality

monitoring, including speech analytics

• Workflow routing and management • Mobile customer service applications

Why Enghouse – Amongst the Competition

• A cross platform software offering• x

• Enterprise feature set with intuitive interface• Omni-channel communications

• Self service through voice & keystrokes and Visual / Mobile IVR

• Modular solution, priced competitively – enterprise features, purchase only what you need

Why Enghouse

Feedback from our customers……..

• Easy to use & granular administer• Intuitive, powerful , feature rich• Single client for all multi-media

• Integrated call/screen recording & evaluation

Why Enghouse

• Great visibility of what is happening• Desktop, Wallboard & Reports

• Presence

Software Integration

• Powerful SDK for integration

Why Enghouse

Lots of module options

• Voice & Visual IVR

• Real-Time Speech Analytics

• Powerful outbound campaigner

In Summary

• There is a transformation happening in Customer Experience

• Enghouse have made great strides to develop the software

• Gartner have recognised it as a credible Challenger

• 5i team & Enghouse able to assist you to better understand how it can help you

Thank youAny Questions?