Enghouse Interactive Chooses Azure for Asia Pacific CCaaS Node
Enghouse Interactive, Microsoft and Umbrellar have partnered to harness the power of Azure, establishing an Australian and New Zealand node to make shifting your customer service operations to the cloud easier.
Enghouse Interactive – APAC is a leading developer of contact centre software and services with a very customer-centric focus. The APAC-based Enghouse division adopts the line of listening to the local market then providing uniquely Antipodean-flavoured services that are built native, hosted locally, and supported on-shore.
Enghouse helps organisations across many different industries manage customer interactions, including around 50% of local governments across New Zealand. Find out how Greater Wellington Regional Council improved their governance protocols as well as customer service.
While their primary market might not be “big guns” – typically sitting in the sub-50 seat range – Enghouse understands one size does not fit all and works to deliver customer interaction solutions that meet your specific needs.
As the next step in their journey to maximise value, Enghouse has established an Australian and New Zealand node to help local customers move customer service operations to the cloud.
The new node for Australia and New Zealand is Enghouse’s third globally and is part of a strategy to help customers migrate their contact centre from on-premises in search of more flexible and cost-effective cloud-based solutions.
More than 20 Enghouse customers are already being migrated to the live node, which is co-located in Microsoft’s Australasian Azure cloud.
James Owens, Managing Director & VP APAC, Enghouse Interactive, says “Our customers are increasingly asking for the improved security, flexibility and performance that comes with CCaaS, including the ability to add capacity during peak demand periods. We chose the Australia/NZ Azure cloud because it offers customers a secure and familiar technology as many are already using Microsoft Teams natively with their Enghouse Contact Centre solution”.
“Setting up a CCaaS node in this region also helps organisations meet industry regulatory requirements or their own preferences governing the location of their data. With additional need to protect Personal Identifiable Information (PII) and a heightened awareness of malicious activity risk, many organisations are rejecting offshore storage and services.”
While a move to the cloud was on the cards for many organisations prior to 2020, the pandemic certainly gave a definitive “push” to rapidly adapt. Combined with unplanned events always unfolding – just think of fires, war and now floods – a move to a SaaS model means Enghouse can onboard quickly and offer a service that doesn’t handcuff their customers to a particular service level.
As Owen says, “You should be able to flex. I like to think of it as having a big box of tricks at your disposal. You don’t have to use all of them – but they’re there, should you need them. You don’t need to be continually contacting us for adjustments.”
Microsoft says the new node established by Enghouse demonstrates the high, consistently growing demand in New Zealand for local cloud-based services to support new, more flexible ways of working and deliver better customer service.
“The past three years have seen more businesses than ever before realise the value of technology and managed services to transform their organisations, whether it’s through new and better customer engagement, optimising workflows or driving efficiencies. Enghouse’s Contact Centre as a Service does all three, while also making the most of Azure’s scalability to help customers manage their costs and capacity. We’re delighted Enghouse is investing in helping local businesses embrace technology with confidence, which is critical to growing New Zealand’s economy,” says Robert Havranek, Modern Work and Security Business Group Lead at Microsoft New Zealand.
As a Microsoft Gold Certified Partner and member of TAP (Microsoft’s Technology Adoption Program), Enghouse Interactive has been deploying contact centres in Microsoft environments all over the world for over 14 years.