Enghouse Interactive, a developer of contact center software and services, today detailed new features and functionality in the latest iteration of Contact Center Service Provider 7.2, (CCSP). Updates to its cloud contact center platform streamline workflow and enhance usability.
CCSP is a true cloud contact center as-a-service (CCaaS) product. Built on a multitenant architecture, CCSP enables business process outsourcers (BPOs), application service providers (ASPs) and communication service providers (CSPs) to offer omnichannel contact center functionality that is consumable from the cloud, as a service.
CCSP 7.2 extends Enghouse Interactive's usability with TouchPoint, a Web-accessible agent and supervisor user interface. Based on HTML5 and AngularJS, TouchPoint is browser-agnostic and brings full two-way client side integration and multilevel customization.
New to CCSP, the Gadgetory provides a library of Gadgets, configurable user interface components, as well as an integration framework. Gadget configuration is via the TouchPoint Admin, and gadgets are activated on a per-tenant basis. The gadget-based integration framework is based on CCSP's Administration API. The library of provided gadgets includes UI components for communication channel, agent status, supervisor features, and report and dashboard access.
The Mini Wall Board is one CCSP gadget that provides real-time communication statistics on-the-fly, keeping agents aware of service level performance, aligned with their group and other important contact center metrics. Service providers can build their own value-added integration gadgets, to their clients' (tenants') business applications, workforce management, or advanced analytics.
CCSP 7.2 also features a Connector for Microsoft's Skype for Business, which synchronizes agent presence with that of enterprise workers and enables agents to see all Skype for Business contacts with their presence information directly in TouchPoint.
Another enhancement is Single Sign-on (SSO), which authenticates users for all the applications they have been given rights to and eliminates further prompts when the user switches applications during the same session.
"Enterprises are increasingly adopting more collaborative, unified communications platforms like Microsoft Skype for Business as a replacement strategy for their legacy PBX platforms," said Christoph Mosing, president of Enghouse Interactive, in a statement. "We understand the importance of ensuring the contact center solution integrates with the enterprise's voice, presence, and instant messaging platform, and an agent on CCSP can seamlessly communicate with other Skype for Business users ensuring collaboration extends across the enterprise."