CSG Systems International Inc., a market-leading business support solutions and services company, has unveiled the AgentHub solution to streamline contact center operations.
Officials with CSG Systems International said the software empowers organizations to reduce operational complexity, increase efficiencies and drive more profitable customer interactions by using one comprehensive, cloud-based platform to unify customer interaction activities, channels, applications and agents.
According to company officials, AgentHub is the result of a close partnership between CSG International and Enghouse Interactive. The partnership combines CSG's multichannel, Software-as-a-Service (SaaS)-based, Interactive Messaging platform – including IVR, SMS/text messaging and broadcast email campaigns – with Enghouse Interactive's CosmoCall Universe, an international contact center software suite that unites all customer contact locations, functions and personnel on a single unified multi-channel customer communications platform.
AgentHub delivers the fully hosted, cloud-based, integrated portfolio of contact center, IVR and multi-channel messaging technologies that today's efficiency-minded contact center executives increasingly demand.
"The resources required – time, financial and personnel – to manage the complex operations and IT infrastructure of today's contact centers has become a major focus both within the marketplace and in the minds of fiscally prudent business executives," said Chad Dunavant, vice president of product management, CSG International.
"With the introduction of AgentHub, our customers benefit from a more cost-effective method of managing contact center technologies and a more efficient approach to managing customer interactions,” said Dunavant.
“AgentHub's SaaS model ensures access to the latest technologies to drive down call handle times, increase agent productivity and position your contact center – and your customers – for success," he said.
AgentHub features Multi-channel IP ACD, incorporating Interactive Voice Response; skills, priority and queues-based routing to meet customer needs quickly; Campaign management tools such as dashboard-based real-time and graphical reporting; and comprehensive support for any type of call center structure including facilities, home-based, international and multi-site.
CSG Systems reported Q1 earnings at the beginning of May, showing solid progress across several investments.