Our customers need to provide their contact centre agents with the tools to work with end-users in every channel. At the same time, they want to make best use of existing telephony infrastructure investments and minimise ongoing cost and administration commitments.
IDE Group Contact Centre, powered by Enghouse Interactive, is a fully featured, easily managed, omni-channel contact centre solution that works seamlessly with all major telephony systems, including Skype for Business, Cisco, Avaya and NEC.
Fully featured contact centre solution
Works with existing telephony systems
Great user interface and features
The solution enables contact centre agents to work with end-users across every touch point, including phone calls, web chat, messaging, email and social media. All activity forms one work-flow, and the solution itself integrates with all widely-used CRM packages.
Contact centre managers benefit from a comprehensive set of call management and reporting functions, including skills-based routing, call backs, call screening, call recording, and agent scoring, as well as historic and real time call stats and reporting.
Integration and configuration is handled by our highly accomplished, solution accredited technical team. Ongoing support for the solution is provided through our specialist service desk, who will resolve any issues, typically exceeding the terms of the agreed SLA.
Enghouse Interactive is widely acknowledged as a leading contact centre solution and is the principle contact centre solution for Skype for Business. IDE Group is the longest standing Enghouse Interactive partner in the UK, having deployed its solution across 150 organisations, more than any other partner.
Integrates with widely-used CRM packages
Historic and real time call stats and reporting
Comprehensive call management
Leading contact centre for Skype for Business
Highly accomplished, solution accredited engineers
Ongoing support through specialist service desk