Enghouse Interactive has launched its EnghouseAI suite of "next-generation" artificial intelligence solutions to enhance contact centre capabilities, agent productivity, and customer insights.
- Enghouse Acquires Mediasite from Sonic Foundry
- Lifesize Files for Bankruptcy, Enghouse Systems to Acquire Its Assets
- Enghouse Discusses Its Latest Innovations, IoT, and ChatGPT
The leader in contact software and video technology aims to turn contact centres from “cost centres” to “powerful growth engines” through simplifying integrations using open standards and the enablement of various telephony technologies.
Enghouse describes itself as having been at the centre of AI development for the CX market since 2019. It offers natural language processing (NLP) and machine learning (ML) within its AI products for some of the largest enterprise customers in the world, resulting in greater agent performance, as well as operational and business insights.
Ben Levy, Chief Technology Officer at Enghouse Interactive, expressed enthusiasm about the launch: "We are very excited to introduce EnghouseAI, a solution set that directly impacts the most critical stakeholder for most companies—their customers.
Our deep AI expertise ensures that all products in EnghouseAI have robust guardrails, safeguarding communication and data integrity."
Benefits of EnghouseAI
When it comes to Enghouse’s latest developments in AI, customers can now take advantage of capabilities such as real-time assistance and translation for contact centre agents.
Real-time and post-interaction coaching is now available to agents, as well as automated summarisation of customer conversations.
Agent evaluation processes have been streamlined with the addition of automated agent evaluation and scorecards to provide effective performance assessments.
Businesses can utilise Voice of the Customer (VoC) insights to produce actionable insights from customer engagement, no matter what language it is in. The insights also reflect customer sentiment to show opportunities for growth, as well as business product and service gaps.
These new capabilities come on top of the existing features offered through Enghouse’s AI portfolio.
Further benefits can be reaped when you include the company's entire arsenal of artificial intelligence solutions.
On its website, Enghouse explains that its AI can be used either standalone or integrated with survey management tools, Enghouse Interactive, or third-party contact centre solutions.