Call Center Software Company, Enghouse Interactive today announced the immediate availability of the CCSP Provisioning Portal ("Portal"), a new self-service administration tool for provisioning cloud contact center tenants using Enghouse Interactive's Contact Center Service Provider (CCSP).
Enterprises find a myriad of benefits consuming cloud applications like contact center (call center software) as a service, but are cautious of upfront investments and constrained by cost conscious financial officers. This is particularly true with small and mid-sized enterprises where the contact center as a service market is highly competitive. The CCSP Provisioning Portal significantly reduces startup costs and ongoing management by reducing the operational burden of new tenant onboarding and by providing tools the customers can use themselves.
The Portal is a single point of entry for a service provider's operations staff to provision a new tenant, easily execute core administrative tasks and manage all tenant-related resources. Accessible online, the portal is a powerful registration and provisioning application allowing service providers the ability to create contact center service packages, bundle communication channels and features, and make their packages available for self-service customer sign up. A prospect becomes a fully provisioned contact center customer in a just a few clicks.
The Portal is also a self-service administration tool for existing customers. Service providers empower tenants by giving them control of day-to-day tasks like managing agent names, extensions, skill assignments, queues, routing rules, working hours, holiday and operational calendars. It alleviates the wait time and cost of service provider personnel performing routine management and administration activities, and allows their staff to focus on operations which are more critical.
"The Portal simplifies new customer onboarding and ongoing management, lowers total cost of ownership ("TCO") and optimizes operational resource utilization," said Christoph Mosing, President Enghouse Interactive. "Realizing new efficiencies combined with cost savings that can be passed down to customers, will give service providers the competitive advantage they've been missing and help them expand into new areas."
CCSP is a true cloud contact center as a service (CCaaS) platform. Built on multi-tenant architecture, CCSP provides business process outsourcers (BPOs), application service providers (ASPs) and communication service providers (CSPs) with the means to offer feature rich contact center functionality to their business clientele that is consumable from the cloud, as a service.
EarthBend, an information technology provider in the US upper mid-west, provides managed and professional services as well as communications and contact center solutions. An early adopter of the CCSP v7.2 Provisioning Portal module, EarthBend views the Portal as a success component in remaining competitive, particularly in the cost conscious SMB segment. "To be competitive, contact center service providers have to streamline the operational effort associated with onboarding new customers," said Rob Beyer, CEO at EarthBend.
"Being able to deploy customers in a highly repeatable, operationally efficient way shortens the time to on-board new customers and decreases our costs to implement," added Joe Galinanes, Vice President and General Manager at EarthBend. "When we optimize the TCO of the cloud contact center platform everyone wins."
About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The Company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, 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 AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom.
For over 34 years, EarthBend has been dedicated to helping customers in the upper Midwest seamlessly deploy and integrate technology solutions that will fuel their business success. As a trusted information technology provider, EarthBend supports organizations across a wide range of industries, from companies with dedicated IT teams, to those with little or no IT resources. In every case, EarthBend provides the appropriate technology-related services and solutions to reliably address their unique business challenges. EarthBend is privately held and operated from its corporate headquarters in Sioux Falls, SD, with regional offices located in Brookings and Minneapolis/St. Paul, MN.