Enghouse Boosts Cloud-based Contact Center Service Provider Platform Features

Enghouse Interactive, a developer of unified communications and call center solutions, announced the delivery of version 6.1.2 of its Enghouse Contact Center Service Provider or CCSP (formerly CosmoCall Universe), a platform that enables cloud based contact center applications.

CCSP is an all-in-one virtual contact center suite that includes multi-channel IP ACD with Universal Queuing, self-service via Interactive Voice Response (IVR), CTI, predictive outbound dialing, multimedia recording, administrative tools, and advanced integration capabilities. CCSP supports all customer communication channels, including telephone, email, video, web chat, Web voice, web collaboration and voicemail on high capacity, high availability, carrier-grade hosting platforms with its multi-tenant architecture.

Highlighted in the latest software release are:

  • Remote Site Survivability (RSS) enables the service provider to deliver a cost-effective, fully redundant solution that is no longer network dependent so contact center tenants (subscribers) can continue to operate their businesses even in the event of a network or service outage. This provides business continuity options in a Cloud environment. This architectural enhancement is critical to allowing our service provider community to offer flexible deployment options; enabling them to provide highly resilient contact center solutions to their customers.
  • New client-side media stack integration utilizes an advanced communications library that delivers high quality voice and rich media including video calls delivered in a portable fashion to multiple devices. With these new enhancements, users of CCSP can now be confident that their customers will experience the highest-quality and lowest latency communications.
  • Advanced SOAP-based APIs for Administration and Chat( offer advanced capabilities to enhance and extend the user interface for greater flexibility in developing unique user experiences for end-users. The new Chat API provides customers with flexible methods to incorporate instant message interfaces on their web sites and mobile applications that directly route to contact center agents. With the new Admin API, enhancements can be made to the user experience making contact center administrators highly efficient and effective in performing their tasks.

"The hosted contact center market is maturing and we see competitive pressures for our service provider customers to deliver high quality services at a lower cost" said Christoph Mosing, president North America, Enghouse, in a statement. "Our aim is to drive down the total cost of ownership by enabling service providers to scale their platform to facilitate increased numbers of tenants, agents and locations."