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An introduction to Enghouse CxEngage

Customer Experience is more important than ever as consumer expectations, behaviors and demands have changed significantly. A modern omnichannel Contact Center solution must address this. It must offer a wide range of features and technologies to meet today’s global customer service demands. Therefore, here is the introduction of Enghouse CxEngage.

With Enghouse CxEngage, a traditional Contact Center is easily transformed into a fully digital customer experience. The big advantage: this solution can be integrated with the communication platforms already in use.

According to Enghouse, an omnichannel Contact Center solution must meet the following requirements:

1. Needless integration of communication channels. *.
Customers must be able to communicate through their preferred channels and switch smoothly. In addition to phone and email, this includes live chat, social media, mobile apps and self-service portals. Regardless of the channel, information must be identical.
2. Customer History.
All previous customer interactions should be stored centrally in a customer database so that the customer does not have to explain their query over and over again and the agent can resolve issues faster.
3. Artificial intelligence and automation.
AI-driven features such as chatbots and virtual assistants can process simple queries automatically, allowing human employees to focus on more complex problems. Smart AI tools ensure that the right agent is assigned to a specific query.
4. Scalability and availability.
Many Contact Centers need to be available in different time zones and languages. Multilingual support and 24/7 availability are therefore essential.
5. Self-service.
Many customers prefer to solve their questions themselves. Omnichannel solutions should therefore offer knowledge bases, FAQ portals, AI-driven chatbots and IVR systems.
6. Analysis and reporting.
Key features include real-time analytics to monitor employee performance and customer interactions, KPIs such as first-call resolution, wait times, customer satisfaction and Net Promoter Score (NPS), as well as speech and text analytics to identify common problems or trends.
7. Video chat.
Video calls can contribute to personalization, strengthening trust and customer loyalty.
8. Personalization.
Stored customer data from previous interactions help provide customized solutions and recommendations.
9. Call and screen recordings.
Synchronized voice and screen recordings provide a complete picture of each customer contact moment.
10. Security and privacy.
The provisions of the General Data Protection Regulation (AVG) must be adhered to when storing customer data. This includes data encryption in storage and transfer, access controls and role-based authorizations, as well as regular audits and security checks.
11. API architecture.
Support for powerful API functionalities enables flexible customization and real-time data access.

An excellent customer experience is a critical success factor for businesses today. It meets customer expectations, fosters loyalty and positively differentiates the company from the competition. In a world where customers can quickly and easily switch to alternative providers and spread their opinions widely through social media, consistent and positive experiences are essential to remain competitive in the long run.

Want to know more about (Cloud) Contact Center solutions in general, or Enghouse CxEngage in particular? Contact us!