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The Inner Circle Guide to
Cloud-Based Contact Centre Solutions
ContactBabel Report
About Enghouse Interactive
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine. Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to Enghouse Interactive’s reputation for consistently honoring its commitments to its customers, staff, partners, and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud, or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require. Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.
Most Customer Experience platform tools are now available in a third-party hosted environment through some form of cloud-based delivery. Cloud contact center is not just about economics, it's about the functionality, agility and scalability that this model offers.
"Quality monitoring, analytics, workforce management and the unified desktop are some of the tools used today that take all of the siloed data and try to put it into a holistic context, taking advantage of all the different data sources—and the expansive, open nature of cloud solutions encourages this outlook."
Steve Morrell
Principal Analyst at ContactBabel
This guide, sponsored by Enghouse Interactive, uses industry research to explore the function and benefits of a Cloud-based contact center. Cloud deployment options include:
- Public cloud (multi-tenanted)
- Private cloud
- Virtual private cloud
- Community cloud
- Hybrid cloud
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
