Enghouse Interactive, the leading interaction management solutions provider, recently announced that it has won the 2013 EMEA Customer Value Enhancement Award in Contact Center Systems from global research organisation, Frost & Sullivan. The award will be presented at a special 2013 Excellence In Best Practices Awards Banquet, to be hosted by the analyst on 17 October in Paris.

Each year, the award is given to an organisation that has demonstrated excellence in implementing strategies that proactively create value for customers, with a focus on enhancing the return on the investment that customers make in its services or products. Frost & Sullivan carried out an extensive process of independent competitive analysis into the contact centre systems market across the EMEA region before deciding to present Enghouse Interactive with the award.

Jeremy Payne, international group marketing director, Enghouse Interactive said: “It’s a time of unprecedented change in the contact centre solutions market, with the ongoing migration to the cloud and other new technologies. For us, the key has always been to focus on harnessing this innovation to deliver solutions that enhance customer value and help drive increased customer satisfaction. We are delighted to receive this independent industry recognition of the success we have achieved.”

Frost & Sullivan identified four key factors driving Enghouse Interactive’s success in contact centre systems: support for Microsoft Lync integration; an Intuitive Operator Console for the EMEA Contact Centre Systems Customer Base; support for presence enabled directories and a strong partner network in Europe, helping market share growth.

“For the past twenty-five years, Enghouse Interactive has been developing and supplying a wide range of customer contact solutions,” says Suvradeep Bhattacharjee, Senior ICT Industry Analyst at Frost & Sullivan.

“Indeed, through its extensive network of reseller partners in EMEA, the company is helping thousands of organisations of all sizes, across industries, improve their service, productivity, and operational efficiency. Together with the company’s integration with Microsoft Lync, and its highly intuitive operator console, that strong partner network was a key determining factor in our decision to present the award to Enghouse Interactive,” he continues.

More information about the customer value enhancement award and the reasons behind Enghouse Interactive winning in 2013 is available in a special best practices research report from Frost & Sullivan, Customer Value Enhancement Contact Center Systems EMEA 2013