CCSP delivers integration and consolidation of disparate contact centre infrastructure providing better customer experience
Enghouse Interactive, a leading developer of a comprehensive portfolio of contact centre software and services, today announced that lastminute.com group, a leader in online travel with a portfolio of the world’s top travel brands, has selected Enghouse Interactive’s Contact Center: Service Provider (CCSP) as the platform for its next generation community cloud service. CCSP is a multi-tenant solution designed for creating cloud-based contact centres.
“Enghouse Interactive’s CCSP is the best solution with the features, functionality, reliability and flexibility to address the myriad of customer experience requirements in our hyper-competitive industry,” said Marcello Milani, Project Sponsor and Customer Experience Director, lastminute.com. “The ability to replace multiple disjointed systems with a single, unified, multi-channel platform capable of handling different media and integrating into our back office systems is a crucial value-add that positively impacts our internal operations as well as our customer satisfaction.”
“The travel industry is very competitive and an industry-leader such as lastminute.com must have the right technology to provide exceptional service,” said Jacki Tessmer, Vice President of Service Provider and Cloud Strategy, Enghouse Interactive. “Mapping to the sheer size of their contact centre operation, it was clear they needed a solution with a rich feature set, extensive integration capabilities yet one that allowed quick and easy agent onboarding and management. We are honoured to have been selected as the trusted provider to help lastminute.com deliver a cutting-edge customer experience to their ever-growing global footprint.”
CCSP is replacing several geographically disparate systems and unintegrated point solutions for email, chat, social media and voice. lastminute.com streamlines a previously complex agent workflow, removing multiple interfaces and automates interaction delivery ensuring the customer gets to the best agent available, wherever they are located. The solution improves visibility of customer interactions, administration and unifies communications, delivering calls to a SIP softphone on a multi-media PC.
With CCSP, interactions are immediately directed to the right specialist, with automated customer lookup through the IVR and back-office integration. When a call from a repeat customer is presented to the system, the specialist has the specific trip itinerary and local language skills to handle the interaction as a priority.
With CCSP delivering a community cloud, lastminute.com’s in-house and outsourced agents are connected, while maintaining autonomy for managing their configuration, data and agents. This multi-dimensional consolidation of agents, multi-channel experience and voice infrastructure eases operational overhead. Enghouse Interactive’s highly regarded cloud contact centre platform empowers lastminute.com to manage its global agent community via a single unified platform.