Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider Platform

Advances in Cloud contact center product provide greater resiliency, flexibility and integration capabilities to contact center service providers

Version 6.1.2 of the Enghouse Contact Center Service Provider (or CCSP – formerly CosmoCall Universe) is a platform currently  deployed worldwide amongst contact center service providers, business process outsourcers and large enterprises, enabling Cloud-based contact center applications that need to host disparate contact centers in the Cloud for various divisions.

 The hosted contact center market is maturing and we see competitive pressures for our service provider customers to deliver high quality services at a lower cost” says Jurgen Hekkink, product director, Enghouse Interactive. “Our aim is to drive down the total cost of ownership by enabling service providers to scale their platform to facilitate increased numbers of tenants, agents and locations.

The CCSP all-in-one virtual contact center suite release highlights include:

• Remote Site Survivability (RSS) enables globally located contact center tenants (subscribers) to continue to operate their businesses even in the event of a network or service outage.
• New client-side media stack integration with PJSIP – an advanced communications library that delivers high quality voice and rich media including video calls delivered in a portable fashion to multiple devices.
• Advance SOAP-based APIs for Admin and Chat offer enhanced user interface features and greater flexibility to develop unique user experiences for end-users.