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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!