Contact Center as a Platform

Reliable. Resilient and Agile.

Enghouse CCaaP enables global telecommunications services and technology providers to white label a fully customizable contact center as a service offering as their own, with robust and highly-flexible multi-tenant architecture.

Enghouse CCaaP is a comprehensive contact center solution and offers a wide range of options including ACD, IVR, CRM integrations, predictive dialing, chatbots, video calling, advanced recording, reporting, quality management and tenant-specific administrative tools.

In continuous use for over a decade by some of the world’s largest service providers, it reliably provides advanced contact center capabilities to the highest number of seats globally.

Advantages

The Advantages of Enghouse Contact Center as a Platform

Comprehensively Equipped

Highly reliable Contact Center solution

Service-Provider Focused

Powerful and easy-to-use administrative interfaces

Multi-Tenant Architecture

With extensive tenant self-administration capabilities

Extensive Integrations

With all leading Unified Communications as a Service solutions

Highly-Flexible

Easily customizable, enables tenants to offer the right feature set to their users

Features and Benefits

The 8 Benefits of Enghouse Contact Center as a Platform (CCaaP)

Virtual By Design

Enghouse CCaaP enables the rapid and cost-effective deployment of virtual call centers with less complexity and cost than in other contact center environments.

Mature, Field-Proven

The most mature and field proven cloud-based call center platform in the world today, means less risk and higher quality.

Unified and Comprehensive

All major functions are integrated into the platform. All communications channels – voice, email, voice mail, SMS text/chat, social media and video – can be routed, monitored, and reported in a unified way. All relevant customer information is retained throughout the life of the interaction.

Open-Source

Integrations for common business applications are quick and simplified through the use of standards-based interfaces.

Scalability

For providers, the carrier-grade CCaaP robustly scales up to 10,000+ agents on a single system simply by adding additional processing capabilities and infrastructure. Multiple nodes can be interlinked to further increase capabilities.

Flexibility

New tenants can be added quickly, while existing tenants can easily scale up/down to adapt to changing business requirements. GUI-based administration serves all needs, while graphical call flow definition tool controls the IVR, CTI and ACD for all interaction channels.

Reliability

Built for mission-critical contact center applications and field-proven by many global telco’s using Enghouse CCaaP as the technology foundation of their Cloud Contact Center deployments for more than 10 years.

Availability and Resilience

Highly resilient, Enghouse CCaaP uses a combination of n+1 redundancy and mirroring technology along with geo-redundancy across multiple data centers to meet the stringent requirements of Service Providers and the tenant they serve.

Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

Enghouse Resources

Ebooks

Agent Empathy Playbook For the New Reality

The customer experience can be affected by many variables outside your control. Your agents can be the difference between keeping customers engaged with calm and empathy or escalating situations into conflicts. Learn how your agents can defuse tense situations.

Ebooks

Remote Agents and Digital Transformation

It’s the new reality. No longer restricted to just being in an office, agents and supervisors can be deployed where and when they are needed, permanently or on a temporary basis. Its now easier than you think.

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: Contact Center DMG – January 2021

Drive sales, improve customer experience, and ensure compliance – automatically. Your customers are talking, are you listening?

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: Customer Experience DMG – January 2021/22

Gain the insights you need to deliver better customer experiences with empathy. Download this guide to understand customer preferences and underlying concerns while enhancing your business’s efficiency and effectiveness.

Featured Blog Posts

Browse More Articles

May 28, 2021 | By LarryE

First-Party Data is Generated by your Contact Center

Adding first-party data to your CRM, the information can be effectively utilized by all areas enabling personalized communications.

May 7, 2021 | By LarryE

Customer Centricity Drives Process and Technology Optimization

Everything is now relative... the customer experience offered by <strong>all</strong> the other companies is resetting the bar… higher and higher on a daily basis.

Apr 13, 2021 | By LarryE

CCaaS – The Bridge to Digital Customer Engagement

Jun 11, 2021 | By Helen Billingham

Meeting customer needs at the moment of truth

Jun 4, 2021 | By Helen Billingham

Building a contact centre culture for hybrid success

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

May 21, 2021 | By Helen Billingham

Addressing the contact centre retention crisis

May 7, 2021 | By Helen Billingham

Extending Teams into your contact centre: 4 keys to a successful migration

Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments.

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