Multi-tenant architecture empowers ASPs, BPOs and CSPs to lower TCO, and meet customers’ demand for omni-channel customer experience solutions that are secure, flexible and can scale easily
Phoenix, AZ (July 13, 2016) – Enghouse Interactive, developer of a comprehensive portfolio of contact center software and services, today detailed new features and functionality in the latest iteration of Contact Center Service Provider 7.2, (CCSP). Updates to its highly regarded cloud contact center platform streamline workflow and enhance usability to increase productivity and revenue, while lowering total cost of ownership (TCO).
CCSP is a true cloud contact center as-a-service (CCaaS) product, which replaces prohibitive capital expenditures of outdated legacy systems with an operating expense-based pricing model that complements the need for scalability. Built on multi-tenant architecture, CCSP provides business process outsourcers (BPOs), application service providers (ASPs) and communication service providers (CSPs) with the means to offer omni-channel contact center functionality to their business clientele that is consumable from the cloud, as a service.
CCSP 7.2 extends Enghouse Interactive’s emphasis on usability with TouchPoint, a web-accessible agent and supervisor user interface. Based on HTML5 and AngularJS, TouchPoint is browser agnostic and brings full two-way client side integration and multi-level customization. The TouchPoint Client is devoid of clutter with a minimal onscreen footprint, delivering a clear, updated and intuitive agent experience ideal for multi-tasking.
New to CCSP, the Gadgetory provides an easy to use library of Gadgets, configurable user interface components, as well as an integration framework that makes the TouchPoint interface highly extensible and able to meet each individual tenant’s feature and UI needs. Gadget configuration is via the TouchPoint Admin and gadgets are easily activated on a per tenant basis. The gadget-based integration framework is based on CCSP’s flexible Administration API. The library of provided gadgets includes UI components for communication channel, agent status, supervisor features, report and dashboard access.
The “Mini Wall Board” is one CCSP gadget that provides real-time communication statistics ‘on-the-fly’ that are configurable and expandable, keeping agents aware of service level performance, aligned with their group and other important contact center metrics. Service providers can easily build their own value-added integration gadgets, to their clients’ (tenants) business applications, workforce management or advanced analytics.
TELUS, Canada’s fastest-growing national telecommunications company (www.TELUS.com), provides a wide range of communications products and is Canada’s largest healthcare IT provider. A long time provider of cloud contact center, TELUS believes CCSP gives them an advantage with the ability to provide differentiated solutions with deeper business-level integrations. “CCSP’s TouchPoint agent interface is accessible from a wide range of browsers;” said Chad Wormington, Strategic Director, Contact Centre Technology and Services at TELUS, “it provides open APIs and a gadget-paradigm for integrations that give us the flexibility to create and insert our applications into the agent desktop quickly and easily.”
CCSP 7.2 also features a Connector for Skype® for Business, which synchronizes agent presence with that of enterprise workers and enables agents to see all Skype for Business contacts with their presence information directly in TouchPoint. This functionality empowers agents to call or transfer calls to Skype for Business contacts, facilitating greater collaboration between front and back office.
“Enterprises are increasingly adopting more collaborative, unified communications platforms like Microsoft Skype for Business as a replacement strategy for their legacy PBX platforms,” said Christoph Mosing, President Enghouse Interactive. “We understand the importance of ensuring the contact center solution integrates with the enterprise’s voice, presence and instant messaging platform and an agent on CCSP can seamlessly communicate with other Skype for Business users ensuring collaboration extends across the enterprise.”
Another resource saving enhancement is Single Sign-on (SSO), which authenticates the user for all the applications they have been given rights to and eliminates further prompts when the user switches applications during the same session. SSO combines convenience and security for tenant agents as it supports Security Assertion Markup Language (SAML) 2.0, as well as added flexibility for cloud providers.
“CCSP allows us to offer more than cloud contact center; it’s a launch pad for TELUS to create differentiated business solutions that address our customer’s business-critical needs,” added Chad Wormington.
About Enghouse Interactive
Enghouse Interactive (www.enghouseinteractive.com) delivers technology and expertise to maximize the value of every customer interaction. The Company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, 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 AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom. Learn more at www.enghouseinteractive.com.