Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider platform

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Advances in Cloud contact center product provide greater resiliency, flexibility and integration capabilities to contact center service providers

Enghouse Interactive, developer of the most comprehensive portfolio of unified communications and call center solutions, announced the delivery of version 6.1.2 of its Enghouse Contact Center Service Provider or CCSP (formerly CosmoCall Universe), a platform that enables Cloud based contact center applications. The platform is used worldwide by contact center service providers, business process outsourcers and large enterprises that need to host disparate contact centers in the Cloud for various divisions.

CCSP is an all-in-one virtual contact center suite that includes multi-channel IP ACD with Universal Queuing, self-service via Interactive Voice Response (IVR), CTI, predictive outbound dialing, multimedia recording, administrative tools, and advanced integration capabilities. CCSP supports all customer communication channels, including telephone, email, video, web chat, web voice, web collaboration and voicemail on high capacity, high availability, carrier-grade hosting platforms with its multi-tenant architecture.

Highlighted in the latest software release are:

Remote Site Survivability (RSS) enables the service provider to deliver a cost-effective, fully redundant solution that is no longer network dependent so contact center tenants (subscribers) can continue to operate their businesses even in the event of a network or service outage. This provides business continuity options in a Cloud environment. This architectural enhancement is critical to allowing our service provider community to offer flexible deployment options, enabling them to provide highly resilient contact center solutions to their customers.

New client-side media stack integration utilizes an advanced communications library that delivers high quality voice and rich media including video calls delivered in a portable fashion to multiple devices. With these new enhancements, users of CCSP can now be confident that their customers will experience the highest-quality and lowest latency communications.

Advanced SOAP-based APIs for Administration and Chat offer advanced capabilities to enhance and extend the user interface for greater flexibility in developing unique user experiences for end-users. The new Chat API provides customers with flexible methods to incorporate instant message interfaces on their web sites and mobile applications that directly route to contact center agents. With the new Admin API, enhancements can be made to the user experience making contact center administrators highly efficient and effective in performing their tasks.

“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.” Says Christoph Mosing, President North America, Enghouse Interactive. “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.”

With this release, Enghouse Interactive delivers a robust Cloud solution to enable its contact center service provider partners to deliver greater value and superior solutions to their customers worldwide. To learn about Enghouse Interactive’s Cloud solutions call us at 1-800-788-9733 and ask for “Sales” to schedule a demo with one of our sales representatives.

About Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company's international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, and Zeacom. Learn more at http://www.enghouseinteractive.com.

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Akbar Jaffer
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