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Enghouse Debuts New Version of Contact Center Service Provider
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Enghouse Debuts New Version of Contact Center Service Provider

 
February 18, 2014

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  By Chandra Johnson-Greene, TMCnet Contributing Writer
 


Enghouse (News - Alert) Interactive, a Phoenix-based developer of unified communications and call center solutions, recently announced the release of version 6.1.2 of its Contact Center Service Provider, which enables cloud-based contact center applications. The platform has features that include remote site survivability, client-side media stack integration, and advanced SOAP-based APIs for administration and chat.


"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," Christoph Mosing, president, North America, Enghouse Interactive (News - Alert), said in a statement. "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 also includes multichannel IP automated call distribution with universal queuing, self-service via interactive voice response (IVR), computer-telephony integration, predictive outbound dialing, multimedia recording, administrative tools, and advanced integration capabilities. The suite supports telephone, email, video, Web chat, Web voice, Web collaboration and voicemail.

CCSP’s features are in line with what John Cray, director of marketing and product management for Enghouse-owned Zeacom (News - Alert), wrote in a recent CIO Today article about how contact centers can turn a profit in 2014. One suggestion Cray made was to embrace customer and employee mobility.

“Mobile solutions… allow contact center supervisors to do their jobs without being tethered to workstations and to be more engaged with the struggles/challenges their subordinates face,” he wrote.

Just this past fall, Enghouse Interactive was awarded Frost & Sullivan’s (News - Alert) 2013 EMEA Customer Value Enhancement Award in Contact Center Systems, which is given 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.” The award was presented to the company in Paris in October.


Edited by Rory J. Thompson
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