Enghouse Interactive Quality Management: Use-Cases, Insights and Reviews | 2025 Cuspera

Enghouse Interactive Cloud Contact Centre as a Service (CCaaS) helped Hitachi Energy deliver global, 24x7x365 customer support in 14 languages. The solution unified voice and digital channels across ...five contact centres, improving collaboration and efficiency. Integration with Salesforce CRM and Microsoft Teams enabled seamless information sharing. The deployment replaced legacy systems in under three weeks, supporting local language service and automated chat translation. Hitachi Energy now provides faster, higher quality support to B2B customers in 140 countries.
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Enghouse CCaaS helped the State of Louisiana modernize its contact centre. The state replaced old, costly systems with a single cloud platform. This made it easier for agencies to work together and r...espond quickly in emergencies. The new system improved self-service for citizens and reduced hold times. The platform supports 150 agents and allows fast scaling during crises. Geographic redundancy ensures service continues even if one site fails.
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Enghouse Interactive Contact Center: Enterprise helped Ascensos build a flexible contact centre platform. Ascensos needed a system to deliver high-quality customer service and adapt to each client. T...he solution let agents work across channels like social media, video, and live chat. Managers gained better control and visibility of agent performance. The platform improved reporting, CRM integration, and customer interaction tracking. Ascensos now delivers faster, more agile service to its clients.
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Enghouse Interactive Communications Center and Microsoft Teams helped Fingal County Council switch to remote working for all customer care agents in one month. The council reduced average wait times ...to 19 seconds while handling nearly 15,000 calls per month. First contact resolution rates rose above 80%. Agents gained better visibility and control over calls and performance. The solution enabled faster reporting and improved collaboration across departments during the COVID-19 pandemic.
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Enghouse Interactive Communications Center helped Nottingham City Council consolidate its contact centre platforms. The council needed to increase efficiency and support a shift from face-to-face to ...digital channels. The solution enabled a 150-seat contact centre to be implemented in just 4 weeks. Support costs and downtime dropped significantly. The council can now launch new services quickly and support hybrid working. The platform supports future innovation and ongoing channel shift initiatives.
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Enghouse Interactive Communications Portal helped Cobalt Telephone Technologies (CTT) speed up development for automated parking services. CTT needed to support many IVR platforms for different secto...rs. The platform made it easy to build and launch new products fast, sometimes in weeks. CTT reduced costs and complexity by using a full software stack. The solution handles high call volumes 24/7 and gives real-time control to staff. CTT can now deliver reliable, quick service to millions of users.
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