Enghouse on CX Today
77 stories · 3 in 2026 · 1 in the last 90 days · 56 sponsored
CX Today coverage mentioning Enghouse, newest first. Sponsored work is identified clearly on each story.
Why Most CX Migrations Fail – And How to Avoid It
When a CX migration goes sideways, the post-mortem almost always points the finger at technology. If this were a whodunit, technology would be the butler, th...
Rhys Fisher · 5 min read · 30 Jun 2026
The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 5 min read · 25 Jun 2026
Why Cloud-First CX Is No Longer Enough
CX Today’s Rhys Fisher sits down with Rupert Adair, Director of Product Management at Enghouse Interactive . The cloud migration era has run its course, but ...
Rhys Fisher · 1 min read · 9 Jun 2026
Stop Flying Blind: Use AI to Score Every Customer Interaction
More isn’t always better. We’ve all heard the old saying that you can have too much of a good thing. And many of us have scoffed at it before learning the le...
Rhys Fisher · 6 min read · 23 Dec 2025
End Costly QA Guesswork with Automated Evaluation
Traditionally, contact centers have relied on a familiar, if somewhat flawed, approach to quality assurance: sampling a handful of calls, completing scorecar...
Rhys Fisher · 4 min read · 18 Dec 2025
What If You Could Evaluate Every Customer Interaction?
Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive , to explore how automation and AI are revolutionizing the worl...
Rhys Fisher · 1 min read · 4 Dec 2025
The Contact Center Playbook for Risk-Free Modernization
In customer experience, the freshest, fastest, and shiniest tools often dominate the headlines. New channels, new AI tools, new cloud platforms, each promisi...
Rhys Fisher · 5 min read · 26 Nov 2025
Why Rushing to the Cloud Could Slow Your CX Transformation
In the rush to modernize, many enterprises are discovering that the road to digital transformation is full of more twists and turns than your average Formula...
Rhys Fisher · 5 min read · 17 Nov 2025
Breaking Free from Cloud-Only CX Myths
Rhys Fisher sits down with Miguel Marcos, VP of Operations at Enghouse Interactive , to unpack one of the most pressing debates in customer experience: Is cl...
Rhys Fisher · 1 min read · 6 Nov 2025
The Biggest AI Mistakes CX Leaders Can’t Afford to Make
Watch on Youtube In this interview, Deputy Editor Rhys Fisher sits down with Steve Nattress, VP of Product Management at Enghouse Interactive , for a gritty ...
Rhys Fisher · 1 min read · 21 Oct 2025
How CX Leaders Can Win in a Hyper-Dynamic Market
In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse Interactive , to explore the challenges and opp...
Rhys Fisher · 1 min read · 24 Sept 2025
Failure Demand in CX: The Hidden Cost AI Can Solve
Failure demand isn’t a new concept, but it is one that CX teams often overlook. It’s the kind of interaction that clogs up your lines, eats into agent time, ...
Rhys Fisher · 5 min read · 6 Aug 2025
How to Spot AI That Delivers: A Buyer’s Guide
Mention of AI in the contact center isn’t exactly hard to find. The tech is evident within marketing decks, product sheets, and LinkedIn feeds. But while the...
Rhys Fisher · 5 min read · 5 Aug 2025
Why CX Leaders Are Tired of AI That Doesn’t Work
Watch on YouTube In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive ...
Rhys Fisher · 1 min read · 28 Jul 2025
Top Feedback Management Software Vendors in 2025: Tools That Turn Voices into Value
Most companies collect feedback, but few know how to use it effectively. That’s starting to change, with the help of the top feedback management software. Mo...
Rebekah Carter · 22 min read · 21 Jul 2025
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
The Top 5 CCaaS Decisions Contact Center Leaders Must Make in 2025
Agentic AI, machine customers, large language models (LLMs)… there’s lots of new terminology for contact center leaders to consider in 2025. Yet, they must a...
Charlie Mitchell · 7 min read · 7 May 2025
What Will My Contact Center Look Like in 5 Years?
Having a vision for the contact center of 2030 gives service leaders something to work towards. With that vision, they can drive enthusiasm and form a strate...
Charlie Mitchell · 7 min read · 3 Apr 2025
Contact Center Trends for 2025: What's Hot and What's Not?
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive . We introduce a host of contact center trends for 2025. Be...
Charlie Mitchell · 1 min read · 12 Feb 2025
Conversational Analytics Is More Accessible Than Ever. Use It
Conversational analytics is not a new technology. Contact centers have used it for over 15+ years. In doing so, they have analyzed customer conversations – a...
Charlie Mitchell · 4 min read · 3 Feb 2025
An Awesome Contact Center QA Strategy: What Does It Look Like?
Quality assurance (QA) done well influences agent behaviors, motivates the team, and pinpoints CX issues that would otherwise go unnoticed. Yet, across many ...
Charlie Mitchell · 4 min read · 22 Jan 2025
Enghouse Acquires Aculab, Boosts Its CPaaS Capabilities
Enghouse has confirmed the acquisition of Aculab PLC. As a provider of on-premise and cloud-based communications and AI software solutions, Aculab's tech wil...
Rhys Fisher · 2 min read · 19 Dec 2024
Microsoft Teams: A Contact Center Leader's Guide
Microsoft Teams has taken the world of business communication, collaboration, and productivity by storm in recent years. Offering a convenient blend of tools...
Rebekah Carter · 8 min read · 17 Dec 2024
How to Ensure the Ethical, Compliant Use of Contact Center AI
CX Today 's Charlie Mitchell hosts Steve Nattress, VP of Product Management at Enghouse Interactive . In this session, we explore the ethical considerations ...
Charlie Mitchell · 1 min read · 16 Dec 2024
Where Should I Start with Contact Center GenAI?
When traveling to a new place, knowing precisely where it is and having a plan to get there is crucial to ensure a successful journey. After all, if you star...
Charlie Mitchell · 5 min read · 10 Dec 2024
A Native Microsoft Teams Contact Center: Why Consider Enghouse Interactive?
When Microsoft released Teams in 2017, it’s unlikely that the company knew it had such a smash hit on its hands. By October 2023, the platform had gained 320...
Charlie Mitchell · 10 min read · 2 Dec 2024
How to Measure the Impact of Your Contact Center AI Investments
Contact centers often deploy AI to cut costs. As such, they monitor its success through the lens of handling times and contact volumes. That’s unsurprising. ...
Charlie Mitchell · 5 min read · 19 Nov 2024
What Should Buyers Look for in the New CCaaS Market?
Google, Microsoft, Sprinklr, Verint, Zoom… the contact center technology market is awash with high-profile entrants. Many of these new-age providers have gen...
Charlie Mitchell · 5 min read · 12 Nov 2024
Omnichannel: A Contact Center Leader's Guide
The customer journey has changed drastically in recent years. Consumers aren’t just calling companies when they have an issue, or want to find out about a pr...
Rebekah Carter · 8 min read · 1 Oct 2024
QA: The Contact Center Leader’s Guide to Quality Assurance
Today’s consumers expect exceptional service. They want to receive personalized, efficient, and convenient support across every channel. Living up to those e...
Rebekah Carter · 8 min read · 25 Sept 2024
WFM: A Contact Center Leader's Guide
Workforce Management (WFM) solutions have become increasingly critical in the contact center. Not only do these tools empower companies to make the most of t...
Rebekah Carter · 7 min read · 18 Sept 2024
Enghouse Interactive Pledges to Solve “Real World Problems" with AI (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison meets Paul Stanczak, Sales Leader at Enghouse. The video forms part of our Big CX Update series, where we find ou...
Susie Harrison · 1 min read · 1 Jul 2024
Enghouse Introduces ‘Next-Gen’ AI Suite For Contact Centres
Enghouse Interactive has launched its EnghouseAI suite of "next-generation" artificial intelligence solutions to enhance contact centre capabilities, agent p...
James Stephen · 3 min read · 11 Mar 2024
3 Damning Drivers of CCaaS Dissatisfaction
Recent Metrigy research revealed that almost half of companies (48.2 percent) currently using cloud-based platforms (either CCaaS or hosted/managed cloud ded...
Rhys Fisher · 5 min read · 30 Jan 2024
Why Are So Many CCaaS Customers Changing Providers?
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive . We reflect on a study from Metrigy that foun...
Charlie Mitchell · 1 min read · 9 Jan 2024
The Three Types of Contact Center Platforms (and Which Is Best for You!)
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive . In this session, we consider the types of ...
Charlie Mitchell · 1 min read · 3 Jan 2024
Fewer Than a Third of Contact Centers Are Omnichannel. Here's How to Make the Change
Phone, email, live chat, and social media: these are now stalwart contact center channels. Yet, despite all the innovation that has swept across the customer...
Charlie Mitchell · 5 min read · 20 Nov 2023
On-Premises vs. Cloud Contact Centers: Can You Have Both?
When CCaaS first came to the fore, service leaders weighed up the merits of the cloud vs. their on-premise technology. Many moved quickly, grasping the accel...
Charlie Mitchell · 3 min read · 9 Nov 2023
Call Center Metrics: The Industry Standards
Contact center research firm ContactBabel has unveiled its latest market study: Exceeding UK Customer Expectations 2023-24. Released in partnership with Engh...
Charlie Mitchell · 7 min read · 2 Nov 2023
The Contact Center Suites Buyers Guide 2023: Top Takeaways
CCaaS is now the "dominant mode" of operations for new contact centers and expansions of older service operations – as per Ventana Research. Yet, in its Cont...
Charlie Mitchell · 7 min read · 5 Sept 2023
Integrate and Converge: The CX Mantra for 2023
Peanut butter and jelly. Mac and cheese. Fish and chips. Some things are just better when they come together or “converge”. In the tech world, this is no dif...
Charlie Mitchell · 5 min read · 13 Jul 2023
Big CX Update: Enghouse Interactive
Watch on YouTube. CX Today's Charlie Mitchell talks to Debbie Thomas, Pre-Sales Director at Enghouse Interactive for the latest in our Big CX Update series. ...
Charlie Mitchell · 1 min read · 10 Jul 2023
Accessibility: The Critical CX Consideration That Goes Under the Radar
The topic has remained in the background of CX chatter. And, while it has done so, customer lawsuits have hit record highs. One such lawsuit came back in 201...
Charlie Mitchell · 5 min read · 10 Jul 2023
Unsatisfied With Your CCaaS Platform? Here's How to Switch
Demand for agile, flexible, and scalable contact center technology is growing. In a world where consumer expectations are evolving at an incredible rate, and...
Rebekah Carter · 5 min read · 6 Jul 2023
Simplify Contact Center Development with No-Code Solutions
Making changes to the contact center ecosystem is never as simple as it first seems. Consider developing a solution that categorizes digital communication vi...
Charlie Mitchell · 4 min read · 21 Jun 2023
Big CX News from Cisco, Meta, Lifesize, & Twilio
Catch up on some of the biggest customer experience news stories from Cisco, Meta, Lifesize, and Twilio that you may have missed.
Charlie Mitchell · 4 min read · 19 May 2023
Lifesize Files for Bankruptcy, Enghouse Systems to Acquire Its Assets
Lifesize has filed for a voluntary Chapter 11 bankruptcy with the U.S. Bankruptcy Court for the Southern District of Texas. Once it comes out the other side,...
Charlie Mitchell · 2 min read · 18 May 2023
The Good, The Bad, and The Ugly of Self-Service
Self-service has become a must-have for businesses that compete on CX. Considered by many consumers to be the most convenient way of completing tasks and res...
Rebekah Carter · 5 min read · 15 May 2023
Should You Care About the Conscious Customer?
In 2019, two sisters – aged only seven and nine years old – collected half a million signatures when petitioning for businesses to stop including plastic toy...
Charlie Mitchell · 4 min read · 21 Apr 2023
6 Signs You Need CCaaS In Your Contact Centre
In this interview, Rob Scott from CX Today is joined by Colin Mann, Global Demand Generation & Shared Services, Enghouse Interactive. During this video, they...
Rob Scott · 1 min read · 18 Apr 2023
Enghouse Discusses Its Latest Innovations, IoT, and ChatGPT
Enghouse Interactive is a CX solutions provider delivering a range of contact center services based on various technologies stacks and open standards. Enghou...
Rory Greener · 4 min read · 30 Mar 2023
The Top CX Compliance Vendors for 2023
Compliance has always been a critical concern for brands serving customers in a variety of industries and landscapes. As companies continue to collect huge a...
Rebekah Carter · 12 min read · 20 Mar 2023
How Can Microsoft Teams Improve My Contact Center? – CX Today Roundtable
Converging UCaaS and CCaaS platforms became one of 2022’s biggest CX trends. Expect this to continue in 2023, with many contact centers considering how to be...
Charlie Mitchell · 9 min read · 17 Jan 2023
Integrating Microsoft Teams With the Contact Centre: What Are My Options?
Watch on YouTube . CX Today's Charlie Mitchell hosts Dave McDowell, Senior Technical Consultant at Enghouse Interactive . In this session, we consider the op...
Charlie Mitchell · 1 min read · 5 Jan 2023
8 Insightful Utilities Case Studies to Read in 2022
Increasingly, utilities companies are facing significant pressure from regulatory bodies and consumers alike. Over the years, these organisations haven’t alw...
Rebekah Carter · 6 min read · 13 Dec 2022
Migrating to a Native Microsoft Teams Contact Centre: Watch on-Demand
In 2021, Metrigy surveyed 395 companies, across 39 verticals, in 11 countries located in North America. 70 percent of those businesses used Teams. Further re...
John Flood · 2 min read · 28 Oct 2022
Knowledge Is Everywhere: Here's How to Manage It
The oft-quoted statement: “Knowledge is power,” is more relevant today than ever. But the challenge is to mobilise it. After all, taking knowledge from vario...
John Flood · 6 min read · 14 Oct 2022
First Time Resolution and Short Wait Times Are What Customers Most Want
Every year, leading contact centre research firm ContactBabel releases The UK Customer Experience Decision-Makers’ Guide . The report dissects many aspects o...
Charlie Mitchell · 7 min read · 7 Oct 2022
Who Is Leading the Agent Management Space? Ventana Research Reveals Its Findings
Agent turnover plagues the contact center industry. It has for so long that many companies have accepted it as an impossible cost to combat. Yet, with agent ...
Charlie Mitchell · 9 min read · 12 Jul 2022
Customer Service Is In Decline – Here Is What Businesses Are Doing About It
A new Enghouse study has uncovered the scale of consumer frustration with post-pandemic customer service experiences. Indeed, “ The Changing Landscape of Cus...
Charlie Mitchell · 4 min read · 12 Jul 2022