TeleTech Introduces Second Major Release of Cisco-Based Contact Center Solution


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eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.

eLoyalty's HCS/CCaaS offering combines Cisco's cloud contact center technology platform with eLoyalty's contact center management applications. Together, these technologies act as a central contact center infrastructure optimized to deliver exceptional service at a lower cost across all communication channels.

Available within cloud, on-premises, and hybrid packages, version 10.6.3 "enables additional mobile, audio management, and enterprise-class back-end capabilities," says Trent Cook, director of product management and engineering at TeleTech Technology. "We've streamlined the administrative tools within this release. We've made it simpler to use for agents and supervisors on up through the organization."

Version 10.6.3, Cook says, is "completely different from anything else on the market."

Customer-focused features included in this release include the following:

  • Secure mobile (smartphone/tablet) optimized access to manage call center operations from any location, at any time, and through any mobile device using the icPortal mobile application;
  • Queue management for audio files and  messages across multiple call flows and scenarios;
  • Interactive dashboards to monitor and enable rapid response to events within the contact center; and
  • Latest use of co-browse technology.

The Interactive dashboards "provide real-time and historical data" about agent states, key performance indicators, and other metrics used in standard contact centers, Cook says. "Supervisors can see and take action on issues immediately. They can react and even be proactive to events within the contact center. And they can do this all from a single app on their mobile phones."

According to Cook, with this application, TeleTech can scale the offering to accommodate "very large, highly customized" use cases as well as small and basic applications.

"Enterprises are demanding the latest technology, enhanced customer journey capabilities, and easier administration to provide a differentiated experience for their customers," said Steve Pollema, senior vice president of TeleTech Technology, in a statement. "Our quarterly release cycles and continued innovation of our acclaimed icPortal administration system provides a differentiated experience across the Cisco contact center ecosystem."

eLoyalty has a long-standing relationship with Cisco that goes back 20 years. In 2012, eLoyalty achieved the Cisco Cloud Provider Certification and Contact Center as a Service Designation, and was Cisco's first technology partner to do so in North America. This designation recognizes eLoyalty as having fulfilled the training requirements and  program prerequisites to deliver the advanced capabilities of the Cisco Hosted Collaboration Solution (HCS) for Contact Center, including UCCE and Cisco Unified Customer Voice Portal.