Enghouse Interactive sells contact center software for customer call centers throughout the world. The company uses a network of partners to sell and provide support for end users. Enghouse Interactive has over 10,000 customers around the world using its contact center products and more than 1 million agents handling more than 1 billion customer interactions each day.
Due to the complex nature of the software, the company has a unique challenge of how to train end users on the software at customer locations. Enghouse Interactive also has a series of partner enablement face-to-face courses, but in order for these courses to be effective they need to be supplemented with online courses. In addition to the complexity of the product, Enghouse Interactive installers spend nearly five days at customer locations installing and integrating the software. Originally, two of the five days were used for training but the company found this time is better used to fine tune the software and handle any technical issues as they arise. Enghouse Interactive needed a more efficient way to train and onboard end users.