News : Enghouse Interactive’s CCSP Platform Helps GCI Deliver Omni-channel Contact Center Capability in the Cloud
Phoenix, AZ, USA, April 18, 2018 -- Enghouse Interactive, a developer of contact center software and services, announced that gold partner, GCI, has implemented the Enghouse Interactive Contact Center Service Provider (CCSP) solution. In adopting CCSP, GCI has become one of the first providers in the UK to integrate the omni-channel contact center option with Microsoft’s Skype for Business, enabling it to offer a cloud-based unified communications (UC) platform, capable of streamlining the contact center experience for customers.
For GCI, the decision to implement CCSP was a logical next step in rolling out its digital communications strategy. As Andrew Leatherland, Contact Center Product Manager at GCI explains, "18 months ago, we introduced Enghouse Interactive Communications Center (EICC), a scalable Skype for Business contact center application into our portfolio, enabling us to better service our customers and differentiate our offering. However, with businesses increasingly adopting a cloud-centric approach, we recognised the need to evolve our offering. We went to market in search of a scalable, carrier-grade, omni-channel contact center platform, architected from the ground up for multi-tenant, cloud-based delivery of contact center as a service (CCaaS). CCSP fit the bill perfectly.
"It is not only capable of integrating with Skype for Business but it also has the flexibility to work with a broad range of unified communication platforms, PBXs, or directly with IP-based communications through its built-in SIP enabled softphone," added Leatherland. "This enables us to more easily migrate businesses from their existing contact center solutions. If a business is using Skype for Business on-premise, for example, but decides later to migrate to Skype for Business in the Cloud, the fact that they have CCSP in place, enables us to move them seamlessly to a cloud UC approach, without changing their existing cloud-based infrastructure.
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"CCSP also fits the mould for delivering an omni-channel solution with a light front end, allowing us to build large data center telco style mission critical systems and then sell those on to existing clients and partners, while broadening the market for contact center solutions."
"Given the growing popularity of a cloud first approach, especially in government and the wider public sector, we feel adding CCSP to our portfolio has helped us expand the range of organisations we can target within our existing markets but also open up new markets," adds Leatherland.
The addition of CCSP to the GCI solutions portfolio has also highlighted the strength of the partnership between Enghouse and GCI. "Our customers are impressed with the cohesion of offerings and how integrated our approach is. Most importantly, they know that we can deliver a genuine one-stop shop service to meet their various needs. It’s a great differentiator for the offering we are bringing to market."
Gary Bennett, VP of Sales EMEA at Enghouse Interactive, says: "CCSP is helping to meet the growing market need for contact center solutions that deliver low total cost of ownership, operational efficiencies and scalability, together with the resilience to offer zero-downtime business continuity to customers.
"GCI clearly recognises this and we are thrilled they decided to adopt the solution. At Enghouse, we see this is as a great opportunity to strengthen our collaborative partnership. GCI is one of the largest providers of Skype for Business solutions today. Adding CCSP to their portfolio opens up exciting new market opportunities for them in the fast-growing cloud contact center marketplace – and we are really looking forward to working with them to address these."
Posted by Veronica Silva Cusi, news correspondent
Source: Enghouse Interactive
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About Enghouse Interactive:
Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the unique position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements.
Published: Thursday, April 19, 2018
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