Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

How To Get Published on ContactCenterWorld.com

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

News : Enghouse Interactive Signs Partnership Agreement with converse360

#contactcenterworld, @cosmocom, @datapulse, @EnghouseInterac, @converse360uk

Johannesburg, South Africa, May 12, 2020 -- Enghouse Interactive has signed customer experience provider converse360 as a member of its EMEA partner programme. converse360 creates and develops software that enables businesses to automate interactions with their customers. As part of the agreement, they have integrated their conversational service automation and AI technology with Enghouse’s flagship Communications Center (CC) solution.

Working within CC, the new converse360-provisioned capability will enable businesses using the contact centre solution to automate customer interactions through an Intelligent Virtual Assistant (IVA). 

In addition, as part of the new alliance, converse360 will market, sell and deliver Enghouse’s customer experience solutions. Over the course of the partnership, the two companies will also work closely together to integrate further technology and develop new products to meet specific customer needs.

Ring2 Dashboards & Wallboards Free Trial

Richard Brown, Managing Director, converse360, said: "Enghouse Interactive shares our focus on using innovative technology to enhance customer experience and improve the customer journey. We have complete trust in their technical teams and like their collaborative approach. The Enghouse solutions fit well with our drive to create an orchestration platform that combines a range of technologies that are best in their class, enabling clients to drive digital transformation and enhance the customer experience."

In addition to the main partnership agreement, converse360 will also support other Enghouse Interactive partners with demonstration and development capabilities to integrate automation and AI services.

As part of this approach, converse360 has also built a platform that allows partners to build chatbots, IVAs and automated speech applications for their end-customers. In addition, it is building connectors to Teamwork Messenger applications and process automation vendors.

Dave Smith, Channel Director, Enghouse Interactive, said: "We are delighted to welcome converse360 as an elite partner within our EMEA partner programme. They are among the most advanced providers of AI-driven contact centre technology in the market today. Combined with the AI in Enghouse’s own Intelligent Knowledge Base from the recent Eptica acquisition, it will enhance the customer experience further by providing the IVA with the same access to knowledge as a human CC agent.

"Critically too, converse360 is vendor-agnostic when it comes to cloud-based AI technology, so they can orchestrate technology from Google, Amazon, IBM Watson or Microsoft, to help deliver the best possible service to our clients. We look forward to bringing all these exciting new advanced capabilities to contact centre customers across the mid-size market."

#contactcenterworld, @cosmocom, @datapulse, @EnghouseInterac, @converse360uk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Enghouse Interactive:
Company LogoEnghouse 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.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Thursday, May 14, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8136 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =