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September 10, 2010

Ecenta to Launch SAP-Based Hosted Contact Center with Internap Solutions

By Brendan B. Read, Senior Contributing Editor

Hosted solutions are arguably the future of contact center technology for small and midsized enterprises (SMEs), but also increasingly for larger enterprises. What is the net gain from the standard practices of investing in software licenses, and paying for the installations and support, plus the computers to run the applications and the real estate and the power both direct and indirect from the cooling that they need? When can hosting deliver scalability at lower up-front and total IT costs?

To make a successful hosted solution though, requires tight integration between all of the components by the hosting company. That is what Ecenta, a global consulting firm specializing in advanced projects involving implementation of SAP solutions will be gaining by using Internap’s Performance IP and Managed Hosting products as the foundation for its new hosted contact center offering.  Internap (News - Alert) will provide a highly reliable and fully managed hosted infrastructure and IP connectivity enabling “anytime, anywhere” deployment of Ecenta’s tools based on SAP (News - Alert) Business Communications Management.

Internap’s integrated solutions leverage the company's patented Managed Internet Route Optimizer (MIRO) network optimization technology, which selects the best path for Internet traffic by analyzing network characteristics such as latency, packet loss and route stability, and is backed by a 100 percent availability uptime service level agreement. Internap’s Managed Hosting portfolio includes managed servers and managed storage along with data protection services, virtualization products, managed network products and advanced monitoring with 24/7 live customer support.

Ecenta’s hosted contact center service is specifically designed for SME customers that plan to deploy advanced contact center services with features and scalability that match their evolving business needs, allowing them to maximize productivity and improve service response times. The solution is intended to enable fast and easy deployment, flexibility to accommodate a distributed workforce and the ability to grow quickly as business requirements change.

Ecenta's consultants have over a decade of experience in areas such as running or operating an interaction center with SAP CRM, providing CRM services and sales support, supporting help-desk processes, as well as providing integration with the SAP ERP application and other external systems.

“Our new solution delivers competitive advantages to SME customers through integration with SAP applications, such as CRM and flexible, on-demand, customer service solutions,” said Amit Venugopal, board member at Ecenta. “We needed a hosting provider with a worldwide presence and a proven track record of performance and reliability. Internap's IP routing and Managed Hosting solutions truly enable our business in a way that no other partner could deliver. Most importantly, we now offer the ability to achieve service transparency for our customers through a highly predictable network at a competitive price.”

“Ecenta is creating a unique delivery model that changes the way enterprises consume services anywhere in the world in a faster, easier manner,” said John Freimuth, vice president of Managed Hosting at Internap. “Internap's combination of high-performance IP routing and Managed Hosting provides the uptime and connectivity that enables a positive user experience for ecenta's customers, thereby ensuring that its differentiated delivery model performs at the highest possible level.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Beecher Tuttle

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