Many contact center service providers, business process outsourcers and large enterprises have to host disparate contact centers in the Cloud for their different divisions.
To cater to their needs Enghouse Interactive has unveiled version 6.1.2 of its Enghouse contact center service provider or CCSP platform that was known as CosmoCall Universe before. The robust platform is equipped to deliver Cloud based contact center applications optimally.
Christoph Mosing, president North America, Enghouse Interactive said, “The hosted contact center market is maturing and we see competitive pressures for our service provider customers to deliver high quality services at a lower cost. Our aim is to drive down the total cost of ownership by enabling service providers to scale their platform to facilitate increased numbers of tenants, agents and locations.”
CCSP serves as an all-in-one virtual contact center suite comprising of multi-channel IP ACD featuring universal queuing, self-service via interactive voice response (IVR), CTI, predictive outbound dialing, multimedia recording, administrative tools, and advanced integration.
Officials added that the CCSP can lend support to various customer communication channels, such as telephone, E-mail, video, Web chat, Web voice, Web collaboration and voicemail. The multi-tenant architecture provides high capacity, high availability, carrier-grade hosting platforms.
The new software will feature remote site survivability (RSS) which will allow service providers to provide a fully redundant solution that is network independent. This cost effective solution will allow contact center tenants or subscribers to operate their businesses during network or service outages also.
This feature ensures business continuity enabling service providers to offer flexible deployment options and to deliver resilient contact center solutions to subscribers.
The client-side media stack integration feature in the new software version leverages an advanced communications library to provide high quality voice and rich media providing portable video calls to multiple devices. Hence CCSP users can offer optimum quality and low latency communication solutions.
In 2013 Frost & Sullivan awarded Enghouse Interactive with the 2013 EMEA customer value enhancement award in contact center systems. The research organization gives the award to an organization that has demonstrated excellence in implementing strategies that create value for customers, with a focus on enhancing the return on the investment that customers make in its services or products.