Howto:Trio - Enghouse Interactive - 3rd Party Product

Product Name

Enghouse Interactive Trio

Certification Status

This product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Testing of this product has been finalized September, 2024.

Category

Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR

Vendor

Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine.

Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to Enghouse Interactive’s reputation for consistently honoring its commitments to its customers, staff, partners, and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud, or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.

Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.

Description

Product description

Enghouse Trio

Enghouse Trio is an all in one communication solution, for medium to large organisations. Enghouse Trio product portfolio consists of three main product suites

• Trio Customer Interaction products
• Trio User products
• Trio Services products
  

The Enghouse Trio solution is the first product on the market to deliver these product suites in one integrated package, enabling customers to integrate and utilise internal resources in the best possible way, in order to deliver excellent customer service.

Connecting people and information

Today’s businesses change quickly and there is a need to be agile and adapt to the ever-changing requirements of customers. In today’s extremely competitive environment, it is too costly to have customer calls connected to the wrong people within the company. Employees have to be able to work together productively, wherever located, physically or within the organisation. The constant flow of phone calls, e-mails, Social Media and voice mails need to be managed, prioritised and connected to the right people, at the right time - every time. This is why Enghouse Interactive has created Enghouse Trio, which is the result of decades of innovation in enterprise telephony and communications. Enghouse Trio combines enterprise-class communication technologies into a single unified communications platform that works seamlessly with major existing PBX, CRM, ERP, Social Media, e-mail and back office systems. Enghouse Trio coordinates all business communications, so that employees can focus on what they do best.

The Business Benefits of Enghouse Trio

• Optimises the Use of Business Resources
• Reduces staff cost
• Increases productivity
• Increases customer loyalty
• Connects all communications to the right contact point, at the right time, based on existing company business rules
• No dropped calls, lost e-mails or Social media posts.
• Improves Productivity and Efficiency
• Provides full awareness of each resource’s status, task queue, skills, role, and availability to the entire organisation.
• Provides streamlined communication processes that can adapt in real-time.
• Increases resource utilisation, by pooling resources across the entire enterprise around the globe. No matter where they are located geographically.
• Unified Communications Management
• Reduced infrastructure maintenance
• Lower prioritisation costs by having a single unified communications platform that handles all business-critical communications.

Functions

Customer Interaction

This is Industry-leading customer service technology that coordinates all of your self-service and manual communication processes. The product suite offers a wide range of different options to ensure that an enterprise can create and design their own unique solution that meets their needs.

Features

• Premium Contact Center Features: IVR, complex scripting, call blending, inbound call management, prioritisation, mobile handover, and distributed site management. All in one single, scalable platform.
• Centralized universal queue: manages all the different tasks such as calls,video, e-mail, social media,fax, SMS, tasks, call-back, chat, web call-back, telemarketing in one centralized module
• Smart Features: “Call me back” ensures that callers don’t need to wait
• Call blending: of inbound and outbound communications. Maximizes the value of your available resources during peak demand.
• Communications workflow engine: automatically assigns communications, to resource task queues, based on defined business rules. Automatically routes e-mails and faxes based on designated key words and business identifiers.
• Virtual Office: Ensures unlimited access to the company telephony system, from any phone, anywhere.
• IVR: Advanced possibilities for setting up call distribution and queue rules. TE can offer automatic services in the queue, combining IVR, text to speech, or speech recognition. Enables trained technical personnel to set up self service applications and advanced call routing scenarios based on DTMF or voice input.
• Visit Management: is an extensive and professional system for visitor handling, which automates the processing and registration of on-site visitors. Furthermore, the system can coordinate the handling of visitors with your other communications tasks.
• Auto Attendant: Enables the caller to get automatic attendant and referral functionality, by voice commands.

Trio Users

Enghouse Trio user products are the result of over 20 years of dedicated focus in creating the best user experience. The products range from simple clients to manage presence and communication profile management to advanced clients for Agents and Attendants where all incoming business communications are managed from one single user-friendly, Windows-based client a web based agent.

Features

• Enterprise Attendants and Agents: Communications are assigned and prioritised, based on resource status and availability. This ensures a streamlined workflow and high productivity.
• Remote work support: Possibility for both agents and attendants to work from any device, both mobile and fixed.
• Unified Desktop: High productivity with Trio’s user-friendly Windows-based or Web based client.
• Integrated toolbar to manage the prioritisation and completion of all incoming communications.
• Profile Management: All resources can change their profiles, skills, current services, communication methods and other criteria, to update company communications processes automatically.

Enterprise Services

Enterprise Services are the core product suite that enables Enterprises to experience full services integration. By selecting and composing the preferred options the Enterprise can create their unique solution that meets their specific requirements and ensures the best possible customer experience

Features

• Enterprise Directory: Enghouse Trio provides functionality that extends your business communication environment beyond the confines of your enterprise
• Presence management: Resource availability based on information from calendar servers, web clients or third-party presence products. Information can be retrieved from both mobile and fixed devices. The feature that makes it possible to allow coordination of tasks, based on resource availability and schedule
• Integration with ERP/CRM system: Provides real-time business intelligence and automation, to increase productivity. Provides the benefits of CTI without the difficulty associated with integrating your back-office systems with your PBX. Extensive integration towards Microsoft Dynamics
• High-level and detailed reporting: allows auditing of communications history, statistics, and call recordings. Identifies communications issues/gaps by status code, business service, customer id, or resource. Identifies process and resource issues, to quickly improve efficiency.
• System Configurations: Multiple options for how the system can be configured are presented in a range from system scaling options to enterprise cooperation.

Version

Product versions used for interop testing:

• Enghouse Interactive Trio Version 10.0
• innovaphone V14r1 sr6

Configuration

File:Trio 10.0 and Innovaphone v14R1 SCG R1.pdf

Contact

Enghouse Interactive
Jonny Fransson
Tel:	+46 730668815
Mail:	jonny.fransson@enghouse.com