Based on its recent analysis of the contact centers market, Frost & Sullivan recognizes Enghouse Interactive with the 2015 North America Frost & Sullivan Award for Price/Performance Value Leadership. Enghouse Interactive offers an array of contact center solutions that support any telephony environment, on premise or in the cloud.
These solutions are tailored to the needs of different business segments and are developed to ensure a positive return on investment (ROI) and low total cost of ownership (TCO).
“The company’s solutions are designed and developed to ensure quick installation and ease-of-use,” said Nancy Jamison, Frost & Sullivan principal analyst in Digital Transformation, and followed with, “Being telephony platform-agnostic, these solutions also can easily fit into existing environments, providing added value for customers.”
The company maintains three suites of products to address specific line segments:
- Communications Center, targeted at the mid-market solution focusing on omni-channel communication, ranging from 10-500 seats.
- Contact Center: Enterprise, a high-scale, high-reliability solution for multi-location environments with up to 10,000 seats. The architecture provides numerous options to protect against site, hardware, or network failure, with continuous transparent operation.
- Contact Center: Service Provider, a multi-tenanted cloud solution for carriers that market contact center in the cloud or enterprises seeking a multi-tenanted private cloud solution.
Enghouse Interactive also has a portfolio of integrated technologies that can be added to optimize customer communications. These include self-service applications such as mobile customer care, communications portal and a knowledge management suite. Besides, the portfolio features quality monitoring applications that include call and screen recording, real time speech analytics, call billing and accounting.
Enghouse’s desire to offer products faster than the competition has prompted it to invest heavily in portfolio enhancement. To this end, it recently acquired CTI Group (Holdings) Inc., an international provider of electronic invoice processing and management, enterprise communications management software and services, and carrier class voice over Internet protocol (VoIP) management applications. In another notable move, it acquired Zeacom so it could better address the Microsoft Lync (now Skype for Business) market. Their relationship and deep integration with Microsoft has led to over 400 contact center and operator console deployments in Skype for Business environments.
In the mid-market segment, Enghouse’s solutions are flexible, agile and competitive in terms of price and performance. At the enterprise level, Enghouse Interactive offers solutions which support complex environments where redundancy and high availability are imperative. They also deploy solutions for companies that need to create their own distributed hosted environment. In any scenario, customers have the option of paying for services in a subscription model or in a standard license agreement.
“Enghouse believes that functionality alone will not give the competitive edge that customers seek,” observed Jamison. “It goes the extra mile to deliver modules that allow customers to expand easily and gain new functionality when needed. Its modular solutions also guarantee greater ease of deployment and flexibility for customers.”
Enghouse Interactive has dedicated regional consultants, professional services, training and support teams working with customers and partners to make sure that projects are defined, designed and deployed efficiently. Instead of replicating functionality across different platforms, Enghouse helps its customers attain the best purchase experience by addressing the needs of each market, creating core contact center platforms for each of those, and complementing them with best-of-breed components that can be integrated across platforms.
In addition, Enghouse is attuned to the lifetime value of a customer, and has decided to never retire a release and force a customer to upgrade unnecessarily. This presents a compelling reason for a customer to stay with Enghouse, as it can upgrade, add on or replace as needed.
Each year, Frost & Sullivan presents this award to a company that has developed a product to suit market and client needs. The award lauds the price competitiveness, features, ease of use of the product, as well as the service effectiveness of the recipient company.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.