Enghouse Interactive has announced the CCSP Provisioning Portal, a 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 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 is aimed at reducing startup costs and ongoing management by streamlining new tenant onboarding and by providing tools the customers can use themselves.
Accessible online, the portal is 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 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.”
“To be competitive, contact center service providers have to streamline the operational effort associated with onboarding new customers,” said Rob Beyer, CEO at EarthBend, an information technology provider in the upper Midwest, provides managed and professional services as well as communications and contact center solutions.
“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.”