Enghouse Interactive has announced that according to DMG Consulting, its Contact Center: Service Provider (CCSP) platform is now estimated to be the most widely used cloud contact center platform in the world.
With an estimated 280,000 named agents employed by more than 1,000 end-customers, Enghouse’s service providers leverage CCSP to provide cloud contact center to three times more end customers than the vendor ranked second, and have 80 percent more seats than the company ranked third.
“It is a tremendous honor for Enghouse Interactive to be recognized by such an esteemed and respected industry leader,” said Jacki Tessmer, vice president, Service Provider and Cloud Strategy, Enghouse Interactive.
Cloud-based contact center solutions, present as much of an opportunity for network service providers (NSPs) as they do for businesses.
“For contact centers, 2015 was the year of the cloud and the year the cloud- based contact center infrastructure market hit its stride on a worldwide basis,” said Donna Fluss, president, DMG Consulting. “Carriers have become more active in the sector and are starting to understand how to deliver these services. The size of deals is growing in many verticals and companies are showing a growing interest in acquiring both PBX and contact center services in the cloud from the same service provider.”
Service providers are ideally positioned to offer contact center-as-a service (CCaaS) by having the core infrastructure, network and operational ability needed to deliver cloud applications as a service. The continuing adoption of cloud computing is well-documented; businesses of all sizes are particularly receptive to the possibilities for their contact center and customer interaction environments.
“Reliable, feature-rich and easy-to-use,” continued Jacki Tessmer, “CCSP is a proven application for delivering CCaaS and for carriers and other service providers to expand their portfolios and compete for bigger contracts in new markets. Leveraging CCSP’s multi-tenant architecture, built for an as-a-service delivery model, service providers across the globe have successfully created new, recurring revenue streams while providing their customers with valuable, budget-friendly services.”
DMG said in its report that “multi-tenancy is a key differentiator in cloud-based contact center infrastructure solutions. It is essential for enabling vendors to build and deliver solutions that are cost-effective to provision, operate, maintain, update and secure. A multi-tenant architecture allows vendors to isolate and protect each client’s applications and data from those of other tenants (users).”
“For years, the world’s largest carriers and other CCaaS providers have counted on Enghouse Interactive as a strategic partner,” added Jacki Tessmer. “As this research clearly shows, CCSP is a time-tested product with which they are able to increase revenue, strengthen their relationships with customers and deliver strong returns on investments.”