Contact Center Service Provider (CCSP)

Highly scalable, carrier-grade, multi-tenant cloud platform, designed to deliver Contact Center as a Service. Routes omnichannel customer communications to agents via built-in IP communications and an intuitive web-based interface. Managing customer care via features, like IVR, recording, analytics, predictive dialling, CRM, and S4B integration.

Benefits

Enghouse Contact Center Service Provider (CCSP) empowers service providers to deliver contact center as a service (CCaaS), enhancing their application portfolio and generating new revenue streams. Bring new contact centers online within days, enjoy a low total cost of ownership with true multi-tenant architecture, and offer prospective customers rich omnichannel features in a powerful and intuitive agent interface.

CCSP is designed as an all-in-one virtual contact center suite, and provides ACD, IVR, CTI, predictive dialling, multimedia recording, and administrative tools on a single platform that can grow and flex with requirements.

Create new contact center revenue opportunities by offering differentiated omnichannel CCaaS solutions.

Offer a “sticky” contact center application, attracting new logos and building customer loyalty.

Enable an OPEX business model that offers your customers scalability and flexibility in adding new channels, features and agents.

Increases cross-sell opportunities for applications such as unified communications, broadband, and other applications and services.

Enjoy differentiation in the market by offering full end-to-end services to your customers.

Address needs of a wide range of customers, from small-businesses to mid-market and large enterprises.

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Provisioning Portal

Reduces new tenant on-boarding costs and provides customers with a self-service web administration tool.

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Multi-Tenant Architecture

Securely deliver cloud services to multiple businesses on a single, shared platform while meeting end customers’ unique requirements.

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Reliability and Carrier-Grade Scalability

Offer support for mission-critical applications with zero downtime.

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Global Reach

Enables small to large distributed, global deployments with full geographic resilience and remote site survivability.

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Open Interfaces

Integrate and customize applications system-wide or on a per-tenant basis.

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Phone or SIP Client

Built-in SIP soft phone to directly deliver communications to any multimedia-enabled computer.

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HTML Agent UI

Agents manage omnichannel customer interactions through an intuitive web-based user interface, that reduces training requirements and is accessible from any location.

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Reporting and Analytics

Customizable real-time and historical reports, enabling actionable business intelligence.

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Intelligent Routing

Unique routing and interaction configurations that are based on tenants’ business needs, models, and processes.

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Integrated Multi-Channel Recording

Built-in recording across all communication channels and agent screens for full or selective playback.

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Integrated Self-Service

Interactive Voice Response (IVR) enables a blended approach of self-service and agent-assisted services.

 

Download Product Sheet

Contact Center Service Provider Product Sheet

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