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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.

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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

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.
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2020 Buyers Guide Workforce Management

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

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

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


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.

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