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Enghouse Interactive Releases Latest Version of Contact Center: Service Provider
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Enghouse Interactive Releases Latest Version of Contact Center: Service Provider

September 05, 2013

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By Rajani Baburajan,
TMCnet Contributor

Enghouse Interactive (News - Alert), a provider of hosted contact center solutions, has released the latest version of its Contact Center: Service Provider solution.


Contact Center: Service Provider (CC:SP), formerly known as CosmoCall Universe, helps service providers build cloud contact centers.

The new software, version 6.1.1 of CC:SP, addresses the rapidly growing Contact Center on-Demand market, said Jurgen Hekkink, product manager, Enghouse Interactive.

The service helps service providers planning to build cloud call centers run multiple customer interactions simultaneously. The cloud model also brings numerous benefits in terms of operational efficiency and customer satisfaction, Enghouse Interactive said.

One of the major enhancements in the new release includes agent’s ability to manage multiple chat and instant messaging sessions simultaneously, creating significant productivity gains.

The feature pack also incorporates a 'Keep Connection Open' capability, so the platform can be used as an overlay to existing telephony infrastructure by keeping a line open to any voice device while an agent is logged in. This helps service providers enhance flexibility in rolling out the platform and make it easier for agents to handle calls and reduce total cost of ownership, the company said.

The new open interface helps customers build their own portal tools and integrate into existing systems that provide information about agents, helping to further drive operational efficiency and reduce administration and learning time for users.

The new 6.1.1 also includes a new 'desk update' capability, which is designed to enhance operational control of the platform by automating software updates to features and functionality.

Enghouse Interactive has already partnered with several service providers. SDN Communications (News - Alert), one of its partners, commented that Enghouse’s Contact Centre: Service Provider is a highly scalable solution and supports SDN’s secure network architecture.

Version 6.1.1 is compatible with Windows 8 and Internet Explorer 10.

"The new features and benefits that the latest version of Contact Centre: Service Provider brings will enable us to meet the demands of this fast growing sector, while ensuring that our customers continue to experience the capabilities and flexibility they need," an official at SDN Communications said.




Edited by Blaise McNamee
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