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Enghouse Interactive Introduces Latest Cloud Solution with ACD

By Amanda Ciccatelli, TMCnet Web Editor

In an effort to enhance the support it already offers to service provider partners, Enghouse Interactive (News - Alert), a developer of interaction management solutions, has introduced the latest version of its Contact Center: Service Provider, previously known as CosmoCall Universe.

Today, Enghouse delivers technology to maximize the value of each and every customer interaction. The company’s comprehensive portfolio of interaction management solutions incorporate core technologies such as contact center, attendant console, interactive voice response (IVR) and call recording that support virtually any telephony environment. 

Contact Center: Service Provider has been touted for its robust features that help lower total cost of ownership and administration times. Additionally, it offers real-time monitoring and enhanced alert functionality, which gives service provider partners significantly improved support while also helping them deploy updates cost-effectively and efficiently.

“We are confident that the enhancements to our leading cloud contact center 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,” said Alex Black (News - Alert), CTO at Enghouse Interactive, in a statement.

This updated product is the latest version of its all-in-one virtual multi-tenant cloud contact center suite that includes an automatic call distributor (ACD), IVR, computer telephony integration (CTI (News - Alert)), predictive dialing, multimedia recording and administrative tools.

As Enghouse’s largest service provider partner in the cloud contact center space, BT (News - Alert) is looking at upgrading to the new Contact Center: Service Provider solution. “Growth of the Cloud model for contact centers is accelerating in most regions of the world, as domestic and multinational companies discover the flexibility and cost effectiveness of the model,” commented Karine Palacios, head of Global Product Management at BT.

The new release has been designed to handle higher volume of traffic, with enhanced performance, allowing BT to expand its Global Cloud Contact platform that is currently deployed in North America, Europe and the Asia Pacific. BT has plans to expand it into new markets including LATAM, the Middle East and Africa, while continuing to enhance its feature set. 

Palacio continued, “With our extensive history with Enghouse, 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.”

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