News : Enghouse Interactive and ConvergeOne Empower Lennox International With Omni-Channel Contact Center Solution
Enghouse Interactive, in conjunction with ConvergeOne, a solutions provider and software developer, today announced that Lennox International has selected Communications Center 2016 (CC 2016) as its new contact center solution.
Lennox International Inc., is a global leader in the heating, air conditioning, and refrigeration markets. With a 20-year relationship, ConvergeOne had become a trusted partner for Lennox, not just for choosing the right technology vendors, but also integrating them with Lennox’s IT environment to provide a high performing 1,200- seat contact center. To meet its customer’s needs, ConvergeOne was charged with finding an agent-friendly platform that was easy to use, flexible and agile enough to provide agents with the CRM data they need to deliver a great customer experience.
"CC 2016 really stood out as the best option for us and for our customer," said Jeremy Clark, national account manager, ConvergeOne. "The silver bullet behind the selection of Communications Center is the overall simplicity, flexibility, PBX agnostic nature of the software, coupled with clear emphasis on agent experience."
One reason for selecting Enghouse Interactive was Communications Center’s native ability to fully integrate Cisco with SAP’s CRM wrapper. Agents benefit from a 360-degree view of a customer’s history and critical data, with which they can personalize their engagement with each customer, respond more precisely to their respective inquiries and resolve issues during a single interaction – all from a single interface.
Secondly, unlike Lennox’s previous contact center technology, CC 2016 eliminates complexity, is scalable, and enables telephony transitions, while providing best-in-class omni-channel functionality.
"In addition to bringing omni-channel functionality," continued Jeremy Clark, "Communications Center is very budget and user friendly, intuitive, and integrates seamlessly with both SAP CRM and Cisco. Also of note, is that the Enghouse Interactive team has an intimate familiarity and a proven track record working with Avaya, Cisco and SAP, which is critical to our being able to provide our customer with the highest level of service without any downtime during the migration to the new platform.
"Their expertise is exactly what we need in a partner."
Communications Center 2016 delivers quality-driven customer interactions for a wide range of UC and PBX environments, including the latest versions of Cisco, NEC, Avaya, and Skype for Business. CC 2016 enhances the customer’s omni-channel experience with the ability to seamlessly shift from one type of communication channel to another, such as moving from IM to voice, video or collaboration.
Important to note is that TouchPoint, a user interface designed with the agent in mind, emphasizes the quality of interactions with embedded agent quality evaluation scores and recordings, team and individual goal setting, and highly graphical views of key performance metrics within the contact center.
"For over ten years, we have had the pleasure of working with highly-regarded ConvergeOne and are delighted that Communications Center continues to serve the needs of its distinguished clientele," said Ernie Wallerstein, Enghouse Interactive President.
ConvergeOne designs, builds, and delivers end-to-end, integrated solutions including communications, collaboration, contact center, data center, and server/storage consolidation and management, and consultative, managed, and professional services, as well as project financing through ConvergeOne Capital. The company maintains strategic partnerships with more than 100 global industry leaders including Avaya, IBM, Cisco, and Microsoft.
ConvergeOne is headquartered in Eagan, MN. The ConvergeOne family of companies includes ConvergeOne Technology, ConvergeOne Program Management, ConvergeOne Advanced Services, ConvergeOne Collaboration, ConvergeOne Capital, and NACR, A ConvergeOne Company.
ConvergeOne joined the Clearlake Capital Group, L.P., portfolio in June 2014. A leading investment firm, Clearlake provides companies with patient, long-term capital and operational expertise. The firm is differentiated by its industry-focused approach, deep relationships, and significant sector expertise across various industry categories including business services, communications, consumer product/retail, defense and public safety, energy/power, healthcare, industrials, media, and technology.
ABOUT ENGHOUSE INTERACTIVE
Enghouse Interactive (www.enghouseinteractive.com) 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 center, 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 700 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 "ESL." 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, Reitek, Safeharbor, Syntellect, Telrex, Trio and Zeacom.
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About Enghouse Interactive:
Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the unique position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements.
Published: Wednesday, March 2, 2016