Contact Center: Service Provider

Enghouse Interactive Contact Center Service Provider solution was the first true multichannel cloud-based contact centre option on the market with full multi-tenancy as standard. Designed as an all-in-one virtual contact centre suite, CC Service Provider includes ACD, IVR, CTI, predictive dialling, multimedia recording and administrative tools on a single platform that can grow and flex with requirements.

CCSP solution is ideal for business process outsourcers, large enterprise customers who want to deploy multiple disparate contact centres, and service providers who want to offer contact centre in the Cloud to their customers using a single hardware infrastructure.

Enghouse Interactive's Contact Center Service Provider Awarded 2017 Cloud Computing Excellence Award

3 out of the top 5 Telcos use Enghouse Interactive Technology

Enghouse Interactive is the 4th largest Cloud Contact Centre provider globally and empowers service providers such as BT Global Services, Telefonica and Orange Business Services to deliver Cloud contact centre solutions to enhance their services portfolio in the market and generate new revenue streams.

With CCSP, you can bring new contact centres online within days, enjoy low total cost of ownership with true multi-tenant architecture, and offer zero-downtime business continuity to your customers.

Additionally, customers who want the flexibility of Cloud Contact Centre solutions without having to invest in the hardware, Enghouse Interactive can help you find the best partner that meets your organisation’s needs as you take the journey into the cloud.

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Benefits

Reliability and scalability to serve the mission critical needs of clients
Efficient resource utilisation for cost-effective operation
Rich feature sets that end-users require and expect
Powerful and easy-to-use administrative interfaces
Ability to customise an offering that brings the right features and value to customers
Flexible commercial offerings with a pay as you go basis

BT Global Services

One of our leading global service providers discusses the flexibility of cloud

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After deploying cloud contact centre GSK describe how they have benefitted from cost savings, improved customer satisfaction, flexible deployment, home working and full multi-media capability.

GSK

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Contact Center: Service Provider

Enghouse Interactive unique offerings is a highly scalable, carrier-grade, multi-channel contact centre platform that was architected from the ground up more than a decade and a half ago for multi-tenant, cloud-based delivery of contact center as a service. Therefore our partners can offer the true flexibility of a truly cloud pay as you go offer.

Multi-tenancy is the key enabler for creation of public cloud and community cloud contact centre services since it empowers providers to securely host multiple companies and/or business units on a single shared platform.

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Through our partners cloud means only paying for the services you need, when you need them, so you can easily adjust for seasonal spikes or unexpected events without unnecessary expense. With multiple commercial offering you can rest assured we have the right solution for you.

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All-IP Automatic Call Distributor (ACD) provides queuing and routing for all contact types, including phone, video, email, chat and more. All contact types are seamlessly blended into a single queuing and routing intelligence (the “UQ”), and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven and skills-based routing plans.

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Outbound dialing supports multiple dialing modes for different business needs. Predictive dialing uses sophisticated algorithms based on real-time massive simulation to dynamically control the dialing rate and immediately route successful calls to available agents.

In preview dialing mode, users see target information and confirm call placement before each call is dialed. In progressive mode, users can review information as the call is being dialed. With IVR dialing, successful out dials are routed to an IVR script which may include eventual transfer to an agent. The dialing suite also includes comprehensive answering machine detection capabilities and the ability to leave a message if required.

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Contact Center Service Provider Brochure

Must call centres move to the Cloud to keep in tune with customers?

Case Study: BT Global Services