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

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!