Hosted IVR

February 13, 2013

Enghouse Debuts Latest Version of Contact Center: Service Provider

By MSP Alliance Blogs

Enghouse Interactive (News - Alert), a provider of technology to maximize the value of every customer interaction, released the latest version of its solution coined Contact Center: Service Provider, previously known as CosmoCall Universe.

Contact Center: Service Provider is an all-in-one virtual contact center suite that includes ACD, IVR, CTI (News - Alert), predictive dialing, multimedia recording and administrative tools and was designed from the ground up as a unified multi-tenant platform for cloud-based deployment. The solution’s extensive real-time monitoring and enhanced alerts functionality should deliver enhanced support to Enghouse partners and it is capable of lowering total cost of ownership and reducing administration times for users.

Alex Black (News - Alert), chief technology officer at Enghouse Interactive commented in a statement, “We are confident that the enhancements to our leading cloud contact center solution will make the product even more accessible and attractive to service providers in this space, helping them drive competitive edge in an increasingly competitive marketplace”.

BT (News - Alert), Enghouse Interactive’s largest service provider partner in the cloud contact center space, has plans to upgrade its offering to the new Contact Center: Service Provider version 6.1. BT hopes to leverage the revamped version to continue delivering extremely flexible services to its customers.

Karine Palacios, head of Global Product Management at BT added, “The new Enghouse Interactive software and architecture release has been designed to handle higher volume of traffic and connections, with enhanced performance, allowing BT to expand our Global Cloud Contact platform, already deployed in North America, Europe and Asia Pac, into new growing markets such as LATAM, Middle East and Africa, while continuing to enhance our feature set with new critical Contact Centre supervision and management tools.”

Edited by Jamie Epstein