Contact Center Solutions Featured Article

Enghouse's Solution to Support TELUS' Contact Center Services in Canada

April 28, 2014

TELUS (News - Alert) Sourcing Solutions (TSSI), owned by Canadian telecommunications company TELUS, has implemented a contact center solution based on Enghouse Interactive’s Contact Center: Service Provider (CCSP) Cloud, all-in-one virtual contact center suite.

TELUS stated that its contact center customers are asking for Canadian hosted and managed cloud solutions with rich features, flexible administration and robust security capabilities in a multi-tenant pay per use platform. These customers would also prefer to reduced capital investments and ongoing operational costs and at the same time also want to leverage technology that can scale to meet their business. TELUS is said to have understood that with Enghouse Interactive’s (News - Alert) solutions it can deliver on its commitment to its customers to put them first.

The Enghouse CCSP consists of an all-IP Automatic Call Distributor (ACD) that provides queuing and routing for all contact types, including phone, video, email, chat and more. It is also integrated with IVR, CTI (News - Alert), predictive dialing, multimedia recording and administrative tools, it was designed from the ground up and is capable of supporting all customer communication channels on a high capacity, high availability, career-grade hosting with the economies of scale of a unified multi-tenant platform for cloud-based deployment.

Christoph Mosing, president of Enghouse Interactive, remarked, “We are excited to partner with TELUS for their hosted contact center offerings. The multi-tenant platform model is the most efficient and effective deployment strategy and provides the flexibility that modern Cloud computing solutions require. Carriers know that when they work with us, they are working with a company that specializes in meeting their unique needs.”

The CCSP is also built with advanced algorithms that are based on real-time massive simulation that are used to dynamically control the pacing, enabling compliance with abandoned call regulations without sacrificing agent productivity. 




Edited by Maurice Nagle

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