Enghouse Interactive Scoops Frost & Sullivan Contact Centre Award
Analyst impressed that Enghouse’s Contact Centre solutions deliver unrivalled value for money and a low total cost of ownership
Enghouse Interactive, developer of a comprehensive portfolio of unified communications (UC) and contact centre solutions, has received the 2015 European Hosted Contact Centre Price/Performance Value Leadership Awards from global research organisation Frost & Sullivan.
Before appointing Enghouse Interactive as the award recipient, Frost & Sullivan evaluated two key factors – price/performance attributes and customer impact – in order to assess best practice across multiple business performance categories. To do this, the analyst employed a customised decision support scorecard, featuring a 10-point scale that allows for nuances in performance evaluation.
“We were impressed with how Enghouse’s Contact Centre solutions compared with the competition, and especially that it matches 90% of the functionality of a leading competitor’s product at 50% of the price,” said Nancy Jamison, principal analyst, Frost & Sullivan.
The research group identified one of Enghouse Interactive’s customers, global retailer Helly Hansen, as providing a good example of taking advantage of a fully featured infrastructure with a lower total cost of ownership (TCO), arguing that Helly Hansen was working with older technology that had become unreliable and realised that it needed to make extensive changes to enable its contact centre architecture to seamlessly support its rapidly growing business. It then concluded: the company chose the contact centre solution from Enghouse, primarily because of its excellent price-performance ratio.
Enghouse Interactive believes, however, that functionality alone will not give the competitive edge that customers seek. As such, it focuses on delivering modules that allow customers to expand easily, add functionality when needed, and ensure low TCO.
Another Enghouse Interactive customer, GE Capital, has also reaped the rewards from working with the company’s contact centre solutions. GE Capital purchased Enghouse’s Enterprise solution for its collection and customer service division. It allowed the company to better track and measure agent productivity, giving it the visibility it needed to make changes and manage the contact centre for optimum efficiency and effectiveness.
Open Approach – In making its decision on the award, Frost & Sullivan also took into account Enghouse’s willingness to listen to customers and incorporate the results into its products.
“Enghouse formal customer feedback mechanisms are in place to ensure high standards and drive its focus on customer service. The company holds regular service reviews with its channel partners to address any issues and concerns, and gain insight into service,” added Jamison.
“It also conducts annual customer service surveys to gain insight into their overall customer service experience. In addition, Enghouse proactively commissions anonymous market research on its customers to identify key trends, and uncover which services are working and which are not.”
Jeremy Payne, International Group VP Marketing, Enghouse Interactive, said:
“We’ve always been focused on delivering contact centre solutions targeted at a range of different business sectors with a primary focus on helping customers achieve a high return on investment at a low TCO. We are delighted to receive this independent industry recognition for the success we have achieved in delivering price/performance value and positive customer impact.”
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