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.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
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."
Posted by Veronica Silva Cusi, news correspondent
About Enghouse Interactive:
Enghouse Interactive’s integrated suite of solutions includes omni-channel contact center, self-service, attendant operator consoles and workforce optimization. This portfolio places us in a 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. We have over 25 years’ experience developing solutions that enable organizations to leverage existing contact center technology and applications, overlaying additional functionality and enabling the contact center to flex with demand.
Published: Thursday, May 14, 2020
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.