Lockyer Valley Regional Council
- Government Administration
- Small
Australia
Enghouse Interactive helped Lockyer Valley Regional Council upgrade its contact centre. The council replaced outdated, unreliable, and costly technology with... Enghouse Interactive’s Communications Centre and Quality Management Suite. Staff now use dashboards to track personal and team KPIs. Supervisors coach agents more easily. The new system supports remote work, multi-channel engagement, and real-time reporting. Residents benefit from faster, more flexible service and new self-service options like web chat and callback.
Fingal County Council
- Government Administration
- Medium
Dublin, Ireland
Enghouse Interactive Communications Center and Microsoft Teams helped Fingal County Council enable remote work for all customer care agents in just one month. The council reduced... average wait times to 19 seconds, even as call volumes increased to nearly 15,000 per month. Managers gained better visibility and control with detailed reporting and real-time queue monitoring. Agents now collaborate more easily and feel safer working from home. The solution improved first contact resolution rates to over 80% and transformed customer care during the pandemic.
Nottingham City Council
- Government Administration
- Large
Nottingham, UK
Enghouse Interactive Communications Center helped Nottingham City Council consolidate two platforms into a single, agile contact centre. The council implemented... a 150-seat contact centre in just four weeks, reducing support costs and downtime. The solution enabled channel shift, allowing citizens to move from face-to-face to digital and phone interactions. The platform supported rapid deployment of new services, including COVID-19 initiatives, and enabled hybrid working for staff. Nottingham City Council now benefits from increased efficiency, reliability, and flexibility in delivering public services.
State of Louisiana
- Government Administration
- Large
Baton Rouge, USA
Enghouse CCaaS helped the State of Louisiana modernize its call centers. The Louisiana Workforce Commission replaced legacy systems with a... single cloud platform. This change made it easier for agencies to work together and respond quickly to emergencies. Citizens now have faster self-service options and only speak to agents when needed. The system supports remote work and can scale up in hours during crises. Real-time dashboards give managers clear insights into performance and wait times.
Utilities Case Studies and Customer Success Stories with Enghouse Interactive
Hitachi Energy
- Utilities
- Very Large
Zurich, Switzerland
Hitachi Energy used Enghouse Interactive Cloud Contact Centre as a Service to deliver 24x7x365 global support in 14 languages. The solution unified... voice and digital channels, integrating with Salesforce CRM and Microsoft Teams. Deployment took under three weeks, enabling seamless collaboration and efficient resource sharing across five global contact centers. Customer interactions rose by 500% in one year. Automated chat translation improved customer satisfaction and reduced costs.
Consumer Services Case Studies and Customer Success Stories with Enghouse Interactive
Ascensos
- Consumer Services
- Medium
Motherwell, UK
Ascensos used Enghouse Interactive Contact Center: Enterprise to build a modern contact centre. The platform gave agents an intuitive interface... and supported digital channels like social media, video, and live chat. Flexible reporting and CRM integration helped Ascensos adapt to each client's needs. The solution enabled quick changes, strong visibility of agent performance, and seamless support. Ascensos now delivers faster, more tailored customer service across many industries.
Cobalt Telephone Technologies (CTT)
- Information Technology And Services
- Medium
Basingstoke, UK
Enghouse Interactive Communications Portal helped Cobalt Telephone Technologies (CTT) speed up development for its RingGo parking payment system. CTT needed to... support many IVR platforms for different sectors. The platform enabled rapid prototyping, reduced costs, and handled high call volumes 24/7. CTT now delivers new solutions faster and manages vast numbers of automated parking transactions across the UK.
