List of Enghouse Interactive Recording Customers
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Since 2010, our global team of researchers has been studying Enghouse Interactive Recording customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Enghouse Interactive Recording for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Enghouse Interactive Recording for Call Center include: Hitachi Energy, a Switzerland based Manufacturing organisation with 50000 employees and revenues of $16.00 billion, Blackhawk Network, a United States based Banking and Financial Services organisation with 4000 employees and revenues of $3.14 billion, Hastoe, a United Kingdom based Non Profit organisation with 200 employees and revenues of $75.0 million and many others.
Contact us if you need a completed and verified list of companies using Enghouse Interactive Recording, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Enghouse Interactive Recording customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Blackhawk Network | Banking and Financial Services | 4000 | $3.1B | United States | Enghouse Interactive | Enghouse Interactive Recording | Call Center | 2021 | n/a |
In 2021 Enghouse Interactive delivered its Communications Centre and Quality Management Suite to Blackhawk Network, deploying Enghouse Interactive Recording to support the company’s global branded payments contact centre. This implementation targeted Call Center operations and provided call recording and omnichannel quality management across European teams and a primary contact centre in El Salvador.
The deployment combined Enghouse Communications Centre CC for interaction capture with Enghouse Quality Management Suite QMS for evaluation and QA workflows, including recorded interaction capture, evaluation scorecards, and omnichannel review capabilities. Enghouse Interactive Recording was configured to centralize recordings and manage evaluation queues to support QA analysts and training teams.
Rollout was executed over a 10 week program and the solution went live in February 2022, covering European support hubs and the El Salvador contact centre. Operational structure emphasized centralized recording and distributed QA access to enable consistent reporting and cross-site quality processes.
Vendor case study documentation describes improved reporting and quality assurance, and reports training time reductions of about 50 percent driven by QMS workflows and enhanced reporting. Governance shifted toward standardized QA scoring and reporting cadence, with the Quality Management Suite used to institutionalize evaluations across teams.
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Hastoe | Non Profit | 200 | $75M | United Kingdom | Enghouse Interactive | Enghouse Interactive Recording | Call Center | 2012 | n/a |
In 2012, Hastoe deployed Enghouse Interactive Recording in its small UK-based contact centre alongside Enghouse Communications Centre and Enghouse QMS, delivered by reseller G3 Comms. The implementation targeted Call Center functions, focusing on call recording for quality monitoring, coaching and complaint resolution.
Configuration centered on call capture, recording storage and indexed retrieval workflows integrated with the Enghouse QMS quality management processes, enabling supervisors to flag calls, annotate sessions and route items into coaching or complaints handling. Functional modules implemented included call recording capture, searchable recording repositories, quality scoring workflows and supervisor review queues to support agent coaching and complaint investigation.
Operational scope covered Hastoe's customer contact centre and supervisory teams, embedding recorded call review into QA and complaint handling workflows and reducing supervisor time spent reviewing calls. According to the vendor case study the deployment improved monitoring efficiency and boosted customer satisfaction, with rollout and post go live support provided by reseller G3 Comms.
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Hitachi Energy | Manufacturing | 50000 | $16.0B | Switzerland | Enghouse Interactive | Enghouse Interactive Recording | Call Center | 2021 | n/a |
In 2021, Hitachi Energy implemented Enghouse Interactive Recording as part of Enghouse Cloud CCaaS to establish a global, multilingual contact centre platform. The deployment targeted the company's Customer Connect centres in the United States, Mexico, Poland, India and China, consolidating voice and digital channels into a unified Call Center solution.
Enghouse Interactive Recording was configured to capture and retain interactions to support auditing and quality workflows. The implementation leverages Enghouse quality and recording capabilities to enable interaction capture and an initial agent evaluation framework, and the case materials describe planned extensions toward SmartQuality style agent evaluation and AI enabled quality features.
Operational coverage includes contact centre operations, quality assurance, compliance and workforce evaluation across the regional sites listed, with recordings and evaluation artefacts fed through the Enghouse Cloud CCaaS environment. The functional scope centers on recording, interaction audit trails, and agent evaluation processes aligned to standard Call Center quality and compliance workflows.
Governance changes focused on standardizing auditing workflows and instituting consistent agent evaluation procedures across regions to support cross site compliance and QA. The case study explicitly reports improved ability to audit interactions and indicates a roadmap to expand agent evaluation and AI enabled quality capabilities using Enghouse Interactive Recording and related Enghouse quality modules.
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