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News : Enghouse Interactive’s CCSP Provides Group of Gold Line with Flexible, Scalable Platform for Cloud Contact Center

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Enghouse Interactive today announced that GL CloudConnect (GLCC), the enterprise division of the Group of Gold Line, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform for its new cloud contact center offering, GLCCaaS. CCSP is a multi-tenant cloud contact center platform designed for providing contact center in an ‘as-a-service’ model.

As an international service provider and technology integrator, GL CloudConnect offers telecom, cloud, hosting and digital media solutions along with professional services for enterprise customers and partners. Sold direct and through their channel partners, GLCCaaS reflects GL CloudConnect’s response to demand from their customers and partners for offering contact center as-a-service (CCaaS).

The cloud model’s inherent agility and flexibility frees businesses from the time and labor-intensive management of on-premise hardware and infrastructure to focus on better serving their customers through the contact center. The cloud subscription model transfers the financial burden from capital expenditures to a monthly subscription OPEX model that drastically lowers price points and barriers to entry for compelling contact center features. CCSP also enables business continuity by supporting remote agents and providing redundant safeguards through the cloud service, which would otherwise be unaffordable for small and medium-sized businesses in an on-premise solution.

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"Partnering with Enghouse Interactive empowers Gold Line with an industry-leading platform for cloud contact center," said GL CloudConnect’s Vice President, VoIP Technology and Services, Essie Nouraee. "The addition of GLCCaaS into our CloudConnect portfolio, which currently includes our GLSIP trunking and our GLPBX hosted PBX offer, enables us to deliver on the increasing demand for Enterprise cloud solutions. In addition, this new cloud service affords Gold Line the opportunity to extend existing relationships and be the single-source partner for all of our customers’ needs" continued Nouraee.

One such customer, Global Mentoring Solutions, Inc., (GMS) a leading provider of outsourced IT helpdesk managed services, sought GL’s assistance after its incumbent cloud contact center provider failed to deliver the flexibility and commercial model required.

"The GMS contact center operation is not a static environment, and the cloud platform we were using impacted every touchpoint of our ever-evolving customer care and call treatment processes," said Wayne Goldstein, President and CEO, Global Mentoring Solutions, Inc. "GLCCaaS’ value proposition was clear and compelling, as it offered the scalability we needed and the agility to adapt and effectively manage our business."

Not only has GMS enjoyed the benefits of a more flexible solution, but the cost savings realized enabled the company to reinvest in expanding operations into new markets.

Gold Line believes CCSP will enhance their own contact center operations at TeleResolve, where they currently support their global agents, partners and direct customers who resell and/or purchase Gold Line products and services. As a result of its exceptional support and broad language capabilities, a number of global service providers enlist the service for outsourced helpdesk. As part of the plan to future-proof its TeleResolve support desk service, TeleResolve will be migrated from an Avaya on-premise system to GLCCaaS.

"We take pride in our exceptional service levels, including answering 80% of calls within 20 seconds with a 90% call completion rate," added Nouraee. "Given our migration to full multi-media and reporting capabilities with the CCSP platform, we believe that our outsourced business will grow exponentially."

"Gold Line is exactly the type of engaged and dedicated cloud provider that customers are looking for and their channel partners need," said Jacki Tessmer, Vice President of Service Provider and Cloud Strategy, Enghouse Interactive. "We are honored to have been selected as the trusted partner to help Gold Line deliver innovative cloud contact center solutions".

About Enghouse Interactive

Enghouse Interactive (www.enghouseinteractive.com) delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ENGH." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including AndTek, Arc, CosmoCom, Datapulse, IAT, IT Sonix, Presence Technology, Reitek, Safeharbor, Survox, Syntellect, Telrex, Trio, Voxtron and Zeacom. Learn more at http://www.enghouseinteractive.com/.

About Group of Gold Line

The Group of Gold Line (GL) (www.groupofgl.com) is a Canadian company specializing in the research, development, marketing and worldwide distribution of telecommunication solutions and technology products. Its portfolio includes Telephony, Web2Print, WebTV and Business Solutions.

Founded in 1991, GL has evolved to become the largest provider of prepaid long-distance products and services in North America, with over 300 million minutes of long distance calling per month. Its products are distributed in over 50 countries, with over tens of thousands points of sale locations around the world. GL’s mission is to connect people around the world to what matters and bring them closer to their family, business, culture and languages through innovative, unique and competitive technology-based products and services.

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About Enghouse Interactive:
Company LogoEnghouse 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.
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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 
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