Enghouse Interactive announces the availability of its Presence Social Interactions module, focused on automating customer experience on digital channels and social media by using bots programmed with artificial intelligence. This module allows users to self-serve their simple requirements without live agents and, if necessary, escalate the interaction to the most qualified one.
Presence Social Interactions is the first contact centre solution officially connected with WhatsApp. It is also integrated with Facebook, Twitter, Instagram and Telegram, offering automatic assistance 24/7 through self-service bots. Likewise, when the conversation is transferred to the best-qualified agent available, he/she will have access to the user’s conversation history and context for better understanding and to provide a more efficient service. The powerful Natural Language Understanding engine (NLU) of the solution enables not only the detection of keywords (like most bots used in digital channels), but also identifies real intentions, images and corrects spelling, providing context to each interaction between the bot and the users and guaranteeing an experience that is 100% conversational.
Another added value is the service creation environment, which is very easy to set up and allows to design the different interaction processes and the knowledge base with graphic flow editors to better program the best way to solve requirements (text, image, video, menus, links, etc) and have quick access to the most frequently asked information. Presence Social Interactions also offers data biometric authentication (face, fingerprint or voice), speeding up transactions that may be subject to loss of sensitive information, such as online payments, appointment scheduling and medical authorizations. It also offers integration with third-party applications, such as payment platforms or online apps, to execute different self-service processes, with no need to save sensitive data after the interaction has ended.
To Alfredo González, Product Director at Enghouse Interactive, the release of Presence Social Interactions is aligned with the company’s commitment to provide its customers with cutting-edge tools that match the evolution of the industry: “WhatsApp is the leading digital messaging platform on the market and being the first to be offering an officially connected contact centre solution allows us to have a unique competitive advantage, reaffirming our position as a leading provider and to continue offering innovative tools that enable the successful operation of companies from all economic sectors and their excellent management of Customer Experience processes”
About Enghouse Interactive
Enghouse Interactive (www.enghouseinteractive.es) delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact centre, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ENGH.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Survox, Presence Technology, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom.