Case Study: Blackhawk Network achieves faster, more secure customer service with Enghouse Interactive

Blackhawk Network cuts agent training time by 50% with Enghouse Interactive

Blackhawk Network, a global leader in branded payment technologies, needed to replace its end-of-life contact center solution to provide secure and responsive customer service at scale. Their challenge was to find a platform that could handle 1.5 million annual interactions, integrate with Microsoft Teams, and ensure data security and sovereignty. They partnered with Enghouse Interactive to implement its Communications Center (CC) and Quality Management Suite (QMS).

The Enghouse Interactive solution was deployed on Blackhawk's private cloud, integrating seamlessly with Teams. The results included a 50% reduction in agent training time, automated reporting saving up to 4 days per month, and greater operational control for the contact center team. The platform also provided greater visibility into interactions and is a future-proofed, expandable solution for the company's growing needs.

Blackhawk Network