ENACOMM and DialAmerica have joined forces to provide customers with more comprehensive call center services. DialAmerica is a business process outsourcing specialist that lets businesses offload their contact center needs, while ENACOMM is best known for its voice-based self-service and authentication technology.
The partnership will allow the customers of one company to take advantage of the services of the other. That means that ENACOMM’s customers will be able to hand off some of their incoming and outbound calls to DialAmerica agents, while DialAmerica’s customers will be able to integrate ENACOMM’s voice technology into their own contact center operations.
DialAmerica makes agents available to customers on an as-needed basis, through a process called ThinSourcing that ensures that someone is always on call and able to act as a representative of the client. The company also provides compliance training and contact center reporting and analysis.
ENACOMM’s Intelligent Voice Response, meanwhile, is a self-service solution with conversational voice capabilities. The platform can verify the identities of callers with knowledge-based factors and voice recognition, and comes with analytic tools to help detect fraud and improve call center performance over time.
“ENACOMM built its digital gateway to empower organizations to mix and match technology solutions that meet their unique needs,” said ENACOMM CEO Michael Boukadakis. “Contact center outsourcing through DialAmerica is one of those solutions. Reliable, on-demand assisted service is invaluable for complex customer questions during periods of high call volume and after hours when an organization’s core staff is unavailable.”
The news builds on ENACOMM’s recent expansion efforts, and on its recent efforts to build up its technology portfolio. The company has added IDmission’s face-based onboarding solution to its own technology stack, and partnered with REDi Enterprise to improve its risk management and fraud prevention services. In the meantime, ENACOMM has tried to boost sales with several distribution agreements and a Financial Suite listing on the Finastra FusionStore.
June 10, 2021 – by Eric Weiss