Case Study: Adrienne Arsht Center for the Performing Arts achieves dramatic customer-service improvement and rapid, scalable omnichannel contact center with Enghouse Interactive

Adrienne Arsht Center - Customer Case Study

The Adrienne Arsht Center, a major Miami performing arts organization hosting more than 500 events a year, needed a modern, easy-to-use contact center to handle high seasonal demand (agent counts spike from about seven to 30+) and replace an unreliable legacy PBX that prevented remote work, multi-channel support, and effective quality monitoring. To address these challenges the Adrienne Arsht Center turned to Enghouse Interactive for a scalable omnichannel contact center and quality management solution.

Enghouse Interactive implemented its Communications Center and Quality Management Suite, natively integrated with Microsoft Skype for Business, delivering omnichannel routing, ScreenPop CRM integration, call/desktop/screen recording, and agent evaluation tools. The deployment let managers provision agents in minutes instead of days, enabled accurate forecasting from historical call patterns, supported remote agents during storms, and produced a drastic improvement in customer service — reducing unnecessary hires and giving managers the reporting and QA visibility they lacked before.

Adrienne Arsht Center

James J. Thompson

Assistant Vice President of Information Technologies