Solutions used

  • Contact Center Service Provider

TELUS Better Serves Business Customers With Cloud Contact Center Based on Enghouse’s CCSP

TELUS is one of Canada’s largest and fastest growing service providers, offering the full range of voice, data and video services. With over $12 billion in revenues, TELUS supports 14 million customer connections, including 8.4 million wireless subscribers, 3.1 fixed line subscribers and almost 1 million TV subscribers. The company serves businesses of all sizes on both a national and regional basis, the majority of which operate contact centers.

The Solution

With a particular focus on serving mid-market customers, TELUS scoped out their requirements for a cloud-based contact center partner. Having worked extensively for many years with other cloud-based solutions, TELUS had a clear idea of what to look for in a partner for a contact-center-as-a-service (CCaaS) platform.

Knowing that end customers are constrained by premise-based legacy contact center systems, multi-tenancy allowed TELUS to enter the cloud application market with a CCaaS solution that was easy to deploy, quick to scale, and flexible enough to customize for each end customer. “We were looking for an application and a partner that could help us optimize both our level of investment in the platform and our time to market,” reports Chad Wormington, Strategic Director, Contact Centre Technology and Services at TELUS.

The Benefits

In most cases, end customers were using a premise-based contact center solution, and were encountering growing challenges in meeting the changing support needs of their customers. These platforms have limitations in terms of both omni-channel support, and ability to integrate new applications – not to mention being costly to upgrade, manage and scale.

To accept going with a cloud-based, contact center as a service (CCaaS) offering from TELUS, end customers needed to see this as a low risk option. Moving from both legacy to IP, and from premise to cloud entails change, and with Enghouse Interactive’s CCSP in place, TELUS has made this change much easier to manage. The financial risk is mitigated by shifting the contact center to an OPEX funding model, where the business only pays for services used, providing cost certainty. There is no need to pay for licenses in anticipation of future expansion; they can be added on an as-needed basis.

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