Review on Enghouse eKMS by Mark Strong

We decided to jump into Enghouse’s offering early 2017 primarily due to their recent integration of Skill Based Routing, which offers many benefits over traditional IVRs including high quality conversations by making live assistance easily accessible for customers via mobile phones. In addition, the ability to interact directly from within the client portal enables rapid implementation of features while minimizing disruption to operations. On top of these core capabilities, there is much value in Enghouse’s suite of tools & processes enabling effective analytics around every aspect of a contact center interaction or "conversation". For example, reporting dashboards give managers visibility across the entire business and allow proactive monitoring for deviations of metrics that indicate potential areas of concern. Lastly, the Enghouse CRM gives sales teams access to the history and insights required to improve relationships with lead sources. All told, I consider the combination of technology platforms to represent powerful solutions providing flexibility, scalability, and ease of management necessary for today‘s contact centers. I truly believe that, as part of its service offerings, Enghouse has established itself as a leader among others in the global communication market.