EarthBend, a managed service provider, has launched a new cloud contact center offering based on Enghouse Interactive's Contact Center: Service Provider (CCSP) platform, version 7.2.
EarthBend's Cloud Contact center is built on a multitenant architecture. Contact center functionality integrates interactive voice response, voice calls, email, chat, voicemail, and outbound dialing. It also offers a unified agent desktop. All contacts are seamlessly distributed to a universal queue, leveraging sophisticated routing intelligence. EarthBend's Cloud Contact Center offers the flexibility to increase or decrease headcount in response to unexpected peaks in demand.
EarthBend's cloud environment allows customers to virtualize their contact center without depending on infrastructure deployed on-site. The only equipment needed are headset-equipped multimedia PCs and an IP connection.
"Customer experience programs which effectively accommodate the preferences of today's multichannel, connected consumers provide businesses with a distinct competitive advantage over companies that rely on rigid legacy systems," said, Rob Beyer, CEO of EarthBend, in a statement. "EarthBend's Cloud Contact Center answers the call for organizations that need carrier-grade performance, agility, and reliability, coupled with the flexibility of a cloud model, allowing organizations to focus on their customer experience objectives and not on operating contact center technology."
"We are honored that EarthBend has entrusted Enghouse Interactive as their cloud contact center partner," said Jacki Tessmer, vice president of cloud and service provider strategy at Enghouse Interactive, in a statement. "EarthBend has been helping businesses solve their technology challenges since 1982. We applaud EarthBend for understanding that today's contact centers need an expert in cloud, integratio,n and contact center technology, and for investing the resources to meet increasing customer demand for cloud solutions that are adaptable to changing business needs."