Telecom Lead Asia: BSS provider CSG Systems International
has introduced AgentHub, a virtual contact center infrastructure solution
suite.
Designed to streamline contact center operations,
AgentHub enables enterprises to reduce operational complexity, increase
efficiencies and drive profitable customer interactions.
Utilizing the virtual contact center solution,
enterprises can benefit from one comprehensive, cloud-based platform to unify
customer interaction activities, channels, applications and agents.
The resources required – time, financial and personnel –
to manage the complex operations and IT infrastructure of today’s contact
centers has become a major focus both within the marketplace and in the minds
of fiscally prudent business executives,” said Chad Dunavant, vice president of
product management, CSG International.
The new solution is important for the contact center
market as the cost of keeping separate customer interaction platforms in sync,
and the cost of maintaining them through multiple individual contracts, can be
difficult and expensive.
Moreover, the number of customer communication channels
has multiplied rapidly. This evolution presents great opportunity and creates
challenges for how to best track customer interactions and staff call centers.
Leveraging the solution, contact centers can consolidate
technologies and communication channels into one integrated platform.
Organizations can reduce overall call center complexity and leverage a more
reliable infrastructure to drive more effective customer interactions while
reducing costs.
CSG International has partnered with Enghouse Interactive
for launching AgentHub. The partnership combines CSG’s multichannel,
Software-as-a-Service (SaaS)-based, Interactive Messaging platform with Enghouse
Interactive’s CosmoCall Universe.
The solution delivers the fully hosted, cloud-based,
integrated portfolio of contact center, IVR and multi-channel messaging
technologies that today’s efficiency-minded contact center executives
increasingly demand.
With the introduction of AgentHub, our customers benefit
from a more cost-effective method of managing contact center technologies and a
more efficient approach to managing customer interactions. AgentHub’s SaaS
model ensures access to the latest technologies to drive down call handle
times, increase agent productivity and position contact center for success,”
Dunavant added.
CSG International works with leaders in fixed, mobile and
next-generation networks such as AT&T, Comcast, DISH Network, France Telecom,
MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and
Verizon.
