As customer experience strategies continue to evolve, companies need to ensure they have the right tools in place to empower employees and delight consumers. Enghouse Interactive, one of the leading providers of contact centre solutions in the modern age, offers a range of CCaaS systems for business leaders. Not only does the Enghouse team have adaptable solutions to suit the standard contact centre, but it can offer dedicated options for specific teams too.
The Enghouse Interactive Contact Centre for Helpdesks aims to support a changing ecosystem, where departmental and helpdesk environments need access to contact centre tools. The comprehensive cloud-based solution offers an opportunity for companies to boost helpdesk performance and enhance customer satisfaction with speed.
Today, we’re going to take a closer look at what you can accomplish with the Enghouse Interactive contact centre for helpdesks.
Enghouse Contact Centre for Helpdesk: Features
According to Enghouse, the traditional contact centre has evolved in recent years, from complex environments featuring rows of agents answering phones to departmental, smaller solutions. Enghouse Interactive contact centre for the Helpdesk is an all-in-one offering providing managers and employees with the tools they need to improve response times, boost productivity and control costs.
With Enghouse Interactive’s Contact Centre for the helpdesk, companies can finally access all the solutions they need to provide an amazing customer experience through the helpdesk environment. Integrations with solutions like Cisco and Microsoft Office even allow you to combine productivity tools with contact centre systems. Features of Enghouse Interactive’s helpdesk contact centre solution include:
- Complete access to employee tracking tools for managers
- Insights into costs, response times and team performance
- Queue creation and call distribution
- Skill-based intelligent routing
- Automatically display customer records within applications
- Priority routing for VIP customers and crucial tasks
- Announcements to inform callers of planned outages
- Real-time dashboard reports and alerts
- CRM and directory integrations with tools like Salesforce
- Channels for team collaboration in the helpdesk environment
- Comprehensive contact centre tools for call management
- 360-degree view of the customer journey
- Support for leveraging existing infrastructure and tools
The Enghouse Interactive Contact Centre built specifically for helpdesk environments provides helpdesk managers with the tools they need to generate positive results. You can access a host of valuable insights about your team, generate reports to share with stakeholders, and implement an intelligent routing strategy. You can even automatically deliver information about a customer to an agent when they answer the phone, to improve conversational context.
Enghouse Contact Centre for Helpdesk: Benefits
Customer experience is the number one differentiator in any business, and an important area of technology investment. The Enghouse contact centre for the helpdesk supports companies in ensuring customers reach the right people the first time, for quicker issue resolution. Built to enhance the efficiency and performance of the helpdesk ecosystem, the Enghouse Interactive contact centre helps companies to manage calls and conversations faster, and more efficiently.
Tools for accessing all kinds of customer information improves the relevancy and context of each conversation, and Enghouse also allows companies to implement CRM and service management applications to get a more comprehensive customer view. Benefits include: