Technology -> Infrastructure
Released: 12th February 2013
Publisher: Enghouse Interactive
Reading, Berkshire, 12 February, 2013 – Enabling it to enhance the support it offers its service provider partners, Enghouse Interactive, developer of the most comprehensive portfolio of interaction management solutions, today unveiled the latest version of Contact Center: Service Provider, previously known as CosmoCall Universe.
Contact Center: Service Provider boasts a range of new features that help lower total cost of ownership and reduce administration times for users. It also has extensive real-time monitoring and enhanced alerts functionality, giving Enghouse Interactive’s service provider partners improved support and helping them carry out updates and systems changes cost-effectively and efficiently. In addition, the solution supports the latest version of Windows 2008 R2 server.
“We are confident that the enhancements to our leading cloud contact centre 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,” says Alex Black, chief technology officer, Enghouse Interactive.
The newly updated product is the latest version of the company’s all-in-one virtual multi-tenant contact centre suite for the cloud that includes Automatic Call Distributor (ACD), Interactive Voice Response (IVR), computer telephony integration (CTI), predictive dialling, multimedia recording and administrative tools.
BT, Enghouse Interactive’s largest service provider partner in the cloud contact centre space, is looking at upgrading its offering shortly to the new Contact Center: Service Provider solution. Karine Palacios, head of global product management at BT, explains: “Growth of the Cloud model for contact centres is accelerating in most regions of the world, as domestic and multinational companies discover the flexibility and cost effectiveness of the model.
“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.
“With our extensive history with Enghouse Interactive, we trust that Contact Center: Service Provider v6.1, together with our own aggressive expansion and software development plans, will allow us to capture a large market share of this fast growing solution on a global basis and continue to deliver a flexible service to our customers.”
For more information about Contact Center: Service Provider, please visit www.enghouseinteractive.com
About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximise the value of every customer interaction. The Company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on-premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom. Learn more at www.enghouseinteractive.com.
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