List of Enghouse Interactive SmartQuality Customers
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Since 2010, our global team of researchers has been studying Enghouse Interactive SmartQuality 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 SmartQuality for Natural Language Processing 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 SmartQuality for Natural Language Processing 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 SmartQuality, 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 SmartQuality 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 SmartQuality | Natural Language Processing | 2021 | n/a |
In 2021, Blackhawk Network implemented Enghouse Interactive SmartQuality as part of a broader deployment of Enghouse Communications Centre and the Enghouse Quality Management Suite across its EMEA and El Salvador contact centre operations. The rollout targeted contact centre recording, reporting and quality assurance, leveraging Natural Language Processing capabilities to support agent evaluation and call analytics.
The deployment established a centralized quality management backbone, with the Enghouse Quality Management Suite capturing recorded interactions, automating scorecards and surfacing QA insights to supervisors. Enghouse Interactive SmartQuality provided AI-driven transcription and speech analytics functionality inferred from vendor positioning, enabling automated evaluation workflows and keyword and sentiment detection consistent with Natural Language Processing applications. The architecture emphasized data capture at the contact centre edge and consolidated reporting to regional QA teams.
Operational scope covered EMEA and El Salvador contact centre sites and impacted quality assurance, training and performance management functions. Governance included structured QA workflows, scorecard standardization and integration of evaluation outputs into training cycles to reduce ramping time. The case study reports cutting training time by approximately 50 percent and improving visibility of agent performance following the Enghouse Communications Centre and Enghouse Quality Management Suite deployment.
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Hastoe | Non Profit | 200 | $75M | United Kingdom | Enghouse Interactive | Enghouse Interactive SmartQuality | Natural Language Processing | 2017 | n/a |
In 2017, Hastoe implemented Enghouse Communications Centre and the Enghouse Quality Management Suite via reseller G3 Comms. The deployment context supports adoption of Enghouse Interactive SmartQuality as an AI-enabled evaluation capability aligned to Natural Language Processing to strengthen contact centre quality assurance.
The implementation configured call recording and evaluation workflows within the Enghouse Quality Management Suite, embedding agent evaluation, automated scoring and speech to text analysis consistent with SmartQuality functionality. Enghouse Interactive SmartQuality was used to surface evaluated interactions and reduce manual QA effort through automated transcription and AI-assisted scoring, while retaining configured evaluation forms and calibration workflows for human reviewers.
Operationally the solution was integrated with Enghouse Communications Centre telephony to handle peak call volumes and to provide continuous monitoring across Hastoe contact centre operations. The rollout targeted customer service and contact centre teams, centralizing call capture, evaluation routing and archival within the Enghouse stack and the reseller managed deployment.
Governance focused on shifting quality assurance processes from purely manual sampling to an AI-assisted review cadence, reducing QA effort and increasing monitoring coverage. Outcomes stated include improved call monitoring, reduced QA effort and higher customer satisfaction into the mid 90s, reflecting the combined use of Enghouse Quality Management Suite and inferred SmartQuality capabilities.
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Hitachi Energy | Manufacturing | 50000 | $16.0B | Switzerland | Enghouse Interactive | Enghouse Interactive SmartQuality | Natural Language Processing | 2021 | n/a |
In 2021, Hitachi Energy deployed Enghouse Interactive SmartQuality as part of an Enghouse CCaaS rollout to support a global follow-the-sun Customer Connect operation across the US, Mexico, Poland, India and China. Enghouse Interactive SmartQuality is a Natural Language Processing application applied to contact centre quality assurance and interaction analytics to surface compliance, coaching and service trend signals for customer experience teams.
The implementation emphasized Natural Language Processing capabilities such as automated speech to text transcription, multilingual chat translation, interaction classification and sentiment detection, together with rules based quality scoring to instrument agent coaching and QA workflows. Configuration centered on dialogue transcription, keyword and topic extraction, and configurable evaluation templates to align scoring with Hitachi Energy business rules and multilingual service requirements.
Operational integration was executed alongside Enghouse CCaaS, using the contact centre platform routing and collaboration features to improve multilingual routing, chat translation and agent collaboration across Customer Connect sites. The deployment covered contact centre operations in the US, Mexico, Poland, India and China, enabling centralized interaction capture and analytics across those regional hubs.
Governance and rollout followed a staged quality program, with SmartQuality adoption described in the case study as a planned next stage, so implementation sequencing focused on instrumentation, calibration and iterative QA policy refinement. The broader Enghouse CCaaS deployment drove a 500% increase in interactions year on year, while SmartQuality was positioned to augment analytics, monitoring and agent coaching once adopted.
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