Enreach Brings Cloud-Based Contact Centre Services to SMBs

Contact centre platforms have previously been seen as the preserve of large corporations that can afford substantial upfront investment in infrastructure, handle lengthy and complex deployment projects and attract the attention of large, global service providers to ensure good customer service. However, as familiarity and comfort with cloud solutions have increased, many of these barriers have been reduced or removed. Smaller businesses are now using cloud-based contact- centre-as-a-service (CCaaS) platforms and this is empowering them with large enterprise-grade contact centre functionality.

One example of a CCaaS platform that is bringing traditional contact centre capabilities to small and medium-sized businesses (SMBs) is Enreach’s Contact Center product portfolio which brings high-end features such as automatic call distribution (ACD), analytics and artificial intelligence (AI) to the SMB market. The omni-channel, cloud-based solution aims to level the playing field, enabling SMBs to buy the Enreach Contact Center as a Service solution either directly from Enreach or through its network of resellers in 25 countries.

“We’re bringing our cloud communication contact centre solution to the SMB market because in the past, contact centre solutions that offered ACD were only affordable to large companies and they required big investment and long implementation projects,” explains Alfred Nesweda, the CEO of Masvoz, the Spanish cloud communications provider that is one of Enreach’s portfolio of UC and collaboration technology companies. “We’ve been doing this since 2005 and cloud is the key to being able to provide high-end contact centre functionality at the right price for the SMB market.”

“The onboarding of clients and agents is simple and fast and you only pay for the agents you are using,” adds Nesweda. “If you have three-to-five agents, that’s all you pay for and you can rapidly add new clients as required. Cloud technology allows us to bring complex systems to organisations of any size.”

Martin Classen, the Chief Product Officer of Enreach, thinks that attitudes to the cloud have matured and the technology is now trusted and relied upon. However, the next step is to make solutions available to businesses of all sizes that also incorporate all the functionality of traditional solutions for large corporates.

“When you look at typical large cloud contact centre players they usually provide dedicated systems for dedicated agents,” says Classen. “In SMBs you often see part-time contact centre agents who have other jobs to do so you need full integration into your PBX which we also enable. Attitudes have really changed in the last three years or so and even more conservative companies, like banks, have changed their contact centres to cloud.”

Inevitably the pandemic has accelerated the need for flexibility but as the situation stabilises, the focus has turned to the features and functionality that can be provided to SMBs. Enreach had been early to enable this but also wanted to bring leading-edge capabilities such as conversational AI to a truly omni-channel contact centre offering both in-bound and out-bound activities.

“Companies right now are struggling to put the customer in the middle of the experience and to do so you need to provide them with all the channels – some people like voice, some like chat,” says Nesweda. “If you want to provide a full contact centre solution you need to provide an omni-channel solution and it’s also key to connect the contact centre with existing systems so the agent can gather information on the end client from Salesforce or Dynamics, for example. Having the capability to handle call flow is also included in our solutions, along with inbound and outbound solutions. We’re bringing together high-quality customer experiences with affordable cost and empowering SMBs with the latest contact centre innovations.”

This article was published on CXToday

Frequently Asked Questions

What is the Enreach contact center?

The Enreach contact center is a sophisticated solution designed to enhance customer engagement and experience. It utilizes cutting-edge technology to provide seamless communication channels for businesses. The contact center is powered by the cloud, giving businesses access to a range of features and scalability.

How does Enreach provide cloud-based contact center services?

Enreach leverages cloud technology to offer a robust platform for SMBs (Small and Medium-sized Businesses), ensuring uninterrupted customer service operations, irrespective of location or device. Their cloud-based contact center solutions are tailored to meet the needs of each business, delivering cost-effective and efficient services.

Can SMBs benefit from Enreach's services?

Absolutely! Enreach's services are designed with SMBs in mind, providing them with cost-effective and scalable solutions that help augment their digital transformation efforts. With Enreach, SMBs can gain access to the same features and capabilities as larger companies — but at a fraction of the cost.

How does Enreach facilitate customer engagement?

Enreach facilitates customer engagement through an array of features that include multi-channel support, intuitive dashboards, and intelligent routing, ensuring customers receive timely and efficient service. The platform also offers automated workflows to help streamline and optimize processes, increasing customer satisfaction.

How do Enreach's services contribute to digital transformation?

Enreach's cloud-based contact center services play a crucial role in digital transformation. They empower businesses to adapt to the evolving digital landscape, enhancing their operational efficiency, and delivering improved customer service. The platform also provides businesses with scalability and flexibility, allowing them to scale up or down as needed.

Overall, Enreach's cloud-based contact center services provide SMBs with the tools they need to transform their customer engagement strategies. With its intuitive features and cost-effective solutions, Enreach is a great choice for businesses looking to stay ahead of the curve.

Are Enreach's solutions scalable and flexible?

Without a doubt, Enreach's solutions are both scalable and flexible. They are designed to grow with your business, accommodating increasing customer demands and enabling you to modify your service offerings as required. The platform's modular architecture also allows businesses to customize their solutions, ensuring they are getting the most out of their contact center services.

What makes Enreach's solutions cost-effective?

Enreach offers cloud-based solutions, removing the need for expensive hardware installations. It also allows businesses to pay for only the services they use, making it a cost-effective choice for many SMBs. Furthermore, Enreach offers tremendous scalability, ensuring businesses can scale up or down as needed.

How does Enreach enhance the customer experience?

Enreach enhances the customer experience by ensuring swift and effective responses to customer queries. Its cloud-based contact center services include features such as real-time analytics and reporting, which allow businesses to continually improve their customer service. Additionally, Enreach's solutions are designed to be intuitive and user-friendly, helping customers navigate the platform with ease.

All in all, Enreach provides businesses with a powerful tool for delivering an exceptional customer experience. With its cost-effective solutions and cutting-edge technology, it is a great choice for businesses looking to bolster their customer engagement efforts.