Enghouse Interactive, developer of unified communications and call center solutions, today released 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 multichannel IP automated call distribution with universal queuing, self-service via interactive voice response (IVR), computer-telephony integration, predictive outbound dialing, multimedia recording, administrative tools, and advanced integration capabilities. CCSP supports telephone, email, video, Web chat, Web voice, Web collaboration, and voicemail on high-capacity, high-availability, carrier-grade hosting platforms with its multitenant architecture.
Highlighted in the latest software release are the following:
- Remote Site Survivability (RSS) that enables the service provider to deliver a fully redundant, network-independent solution.
- New client-side media stack integration with an advanced communications library that delivers high-quality voice and rich media, including video calls delivered in a portable fashion to multiple devices.
- Advanced SOAP-based APIs for Administration and Chat. The new Chat API allows users to incorporate instant message interfaces on their Web sites and mobile applications that directly route to contact center agents. The new Admin API allows users to make their own enhancements to the user experience.
"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 Interactive, 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."