Enghouse Interactive Quality Management: Product updates, Customer stories, and Insights | 2026 Cuspera

Enghouse Interactive Communications Centre and Quality Management Suite helped Lockyer Valley Regional Council improve customer communications. The council faced high costs and unreliable legacy syst...ems that made service difficult. Enghouse Interactive provided an omni-channel, cost-effective solution with real-time dashboards and quality management. The new system enabled better agent coaching, team KPIs, and easier performance tracking. Lockyer Valley now delivers more responsive and efficient service to its residents.
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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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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 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 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 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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