Enghouse Interactive Makes Key Improvements to CCSP 7.2

Cloud computing is making the total cost of ownership of IT services more affordable than ever. Whether it is large enterprises or SMB's, it is now possible to obtain comprehensive services with the flexibility and scalability needed to thrive in today's highly competitive environment. The new improvements Enghouse Interactive has implemented in its Cloud Contact Center Platform (CCSP) 7.2 have been designed to increase usability for customers with multiple applications.

The company said the new improvements will deliver demand from users by integrating omni-channel customer experiences solutions with the flexibility and scalability on a secure platform will multitenant architectures. This will empower application service providers (ASPs), business process outsourcers (BPOs), and communication service providers (CSPs) with Gadget API Integration and Connector for Skype for Business. In addition to providing more options, Enghouse Interactive said this architecture will lower the total cost of ownership for its customers.

Christoph Mosing, President Enghouse Interactive, said, "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."

As a contact center as-a-service (CCaaS) product, CCSP is a cloud solution that can replace legacy systems and the capital and operational expenditure that goes along with on premises deployments. The flexibility the company provides extends to the UI, which is a web-accessible agent and supervisor that is browser agnostic.

The new additions include the Gadgetory, a library of gadgets with a configurable user interface components and an integration framework to deliver the flexible UI needs of each user. One of these gadgets is the Mini Wall Board, which delivers communications data for real-time statistics so contact center operators can have the insights they need with metrics for improving agent server level performance.

Another improvement is the Connector for Skype for Business, which synchronizes agent presence with enterprise workers can view all Skype for Business contacts with their presence information directly in TouchPoint, Enghouse Interactive's UI. Single Sign-on (SSO) has also been added so users won't have to fill out different prompts when they are switching applications.

Organizations want the ability to deliver differentiated solutions with deeper business-level integrations for their customers. This includes accessibility to the resources they need as well as the flexibility to create and integrate apps quickly and easily whenever it is needed. As today's collaborative workforce navigate through a highly dynamic environment, companies are looking for options that will allow them to quickly add or remove the necessary technologies. The new additions to CCSP 7.2 will make that possible.

Edited by Maurice Nagle