When evaluating prospective service providers, ask: Whose cloud contact center software is that?  Today Enghouse Interactive announced an enhancement to its Contact Center Service Provider (CCSP) solution, a provisioning portal. The portal can be used by service providers to ease the administrative tasks involved with provisioning cloud contact center tenants, and by end user customers to control day-to-day tasks like managing agent names, extensions, skill assignments, queues, routing rules, working hours, and holiday and operational calendars. One of the key differences between CCSP and other multi-tenant cloud contact center solutions on the market is that service providers purchase and deploy CCSP in their own data centers. The service provider, which could be a telco, cable company, VAR, or other type of technology reseller, purchases a fully supported product (in this case, CCSP) then creates a contact center as a service (CCaaS) offer.

This type of product is often called a “white label” solution as it allows the service provider to apply its own brand and identity to the CCaaS offer. The service provider often combines the CCaaS with other services, such as (continue reading)