July 18, 2012
Webinar - Easing the Cloud Contact Center Deployment Process
By Susan J. Campbell, TMCnet Contributing Editor
The cloud contact center has introduced a whole new approach to the cost-ridden deployment of the customer care division. Companies no longer need full real estate to house multiple agents and the cost associated with customer service has declined significantly. With its Engage Cloud, TelStrat has delivered enhanced value to cloud contact center deployments.
According to this Sacramento Bee report, the supplier of cloud contact centers and call recording products recently launched the Engage Cloud. With this release, multi-tenant environments, cloud contact center outsourcers and providers delivering Software as a Service (SaaS (News - Alert)) all gained access to a full suite of workforce optimization (WFO) and call recording capabilities.
The application eliminates the expense and effort typically applied to the build and management of the necessary infrastructure to support WFO and enterprise-grade call recording. The demand for such capabilities is growing in the broader market and Engage Cloud offers providers an easy-to-deploy method to meet the need.
For the cloud contact center, Engage Cloud meets HIPAA, PCI (News - Alert) DSS and other compliance programs within the industry. The same security capabilities delivered across the company’s Engage Suite Portfolio are delivered in the Engage Cloud solution, including 256-bit AES encryption, Secure Sockets Layer (SSL/HTTPS) and other securely partitioned resources. A wide variety of disaster recovery and business continuity configurations are also supported.
"Engage Cloud is ideal for hosted service providers who want to offer their customers cloud-based call recording & WFO services. Its enterprise-grade feature set and no-compromise performance make it easy to offer highly-profitable services with minimal effort," said Bob Carroll, TelStrat CEO, in a statement. "Bringing our customers innovative solutions like Engage Cloud is just one reason why, to date, 2012 has been the best year in our company's history."
The process of deploying the cloud contact center often calls for a complete analysis of the internal operation to understand the needs to be met. For a number of organizations, these needs include call recording to capture the details of every call, and WFO to ensure all agents and employee time is optimized according to the needs of the center.
Engage Cloud can ease the deployment process by integrating these solutions with TelStrat’s full cloud contact center suite, or any other vendor environment, to ensure full value is extracted from the final solution.
To help better understand the cloud contact center deployment process, Genesys (News - Alert) is offering a free webinar today that will explore the challenges surrounding cloud contact center deployments and how to overcome them. Register Now
Edited by Stefania Viscusi