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Enghouse Contact Center

Enghouse Contact Center

Specialized integrations and omnichannel routing for complex hybrid environments.

Deploy a highly flexible contact center platform designed to natively integrate with Microsoft Teams, Cisco, and complex legacy PBX environments simultaneously.

MS Teams Native
Hybrid PBX Routing
Omnichannel
CRM Screen Pops

The Hybrid Complexity Problem

Large enterprises often acquire different phone systems over time, especially during mergers and acquisitions. You might have one branch using an aging Avaya PBX and another branch fully migrated to Microsoft Teams. Trying to run a cohesive, unified customer service operation across fragmented, incompatible telephony platforms is a logistical nightmare that heavily degrades the customer experience.

The Unified Integration Hub

We architect Enghouse Interactive solutions specifically to solve complex interoperability challenges. Enghouse acts as a universal, intelligent routing layer that sits above your varied infrastructure, unifying your workforce into a single logical contact center.

  • Native Microsoft Teams Routing: We transform your MS Teams deployment into an enterprise-grade contact center. Agents handle voice, email, and chat directly within the Teams interface they already use every day.
  • Platform Agnosticism: Whether you are using Cisco, Avaya, Microsoft, or a mix of all three, we configure Enghouse to intelligently distribute interactions to the right agent, regardless of the underlying PBX they are connected to.
  • Deep CRM Synchronization: We build native connectors between Enghouse and your core databases (Salesforce, Dynamics, SAP). When an interaction arrives, the platform instantly triggers a screen-pop, arming your agents with the caller's complete history.
  • Phased Cloud Migrations: By utilizing Enghouse as your routing core, we allow you to slowly migrate users from legacy hardware to modern cloud voice at your own pace, ensuring zero disruption to your customer-facing operations.

We unravel the complexity of your hybrid environment, delivering a seamless, omnichannel experience for both your customers and your agents.

FAQ Details

Frequently Asked Questions

How does Enghouse work with Microsoft Teams?

Enghouse provides one of the deepest native integrations with Microsoft Teams on the market. It turns your Teams client into a fully-fledged contact center agent interface, allowing seamless collaboration between front-line agents and back-office staff without switching applications.

Can it support a mix of different phone systems?

Yes, this is where Enghouse truly shines. If your enterprise is halfway through a migration, Enghouse can route calls to agents on an old Avaya system and agents on Microsoft Teams simultaneously, acting as the intelligent bridge.

Does Enghouse support cloud or on-premise?

Both. Enghouse is platform-agnostic, meaning we can deploy it entirely in the cloud, host it in your private data center, or build a hybrid architecture depending on your security and compliance needs.

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