|[June 04, 2012]
CSG International Unveils AgentHub Solution to Streamline Contact Center Operations
ENGLEWOOD, Colo. --(Business Wire)--
Systems International, Inc. (NASDAQ:
CSGS), a global provider of software-
and services-based business support solutions that help clients generate
revenue and maximize customer relationships, today introduced AgentHub,
a virtual contact center infrastructure solution suite designed to
streamline contact center operations.
AgentHub empowers organizations to reduce operational complexity,
increase efficiencies and drive more profitable customer interactions by
using one comprehensive, cloud-based platform to unify customer
interaction activities, channels, applications and agents.
Many contact centers today are made up of completely separate customer
interaction platforms that cross over critical business functions and
even geographic territories. The cost of keeping these platforms in
sync, and the cost of maintaining them through multiple individual
contracts, can be both difficult and expensive. In addition, the number
of customer communication channels has multiplied rapidly. This
evolution presents great opportunity, but also creates a myriad of
challenges for how to best track customer interactions and staff call
centers. By consolidating 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.
AgentHub is the result of a close partnership between CSG International
and Enghouse (News - Alert) Interactive. The partnership combines CSG's multichannel,
Software-as-a-Service (SaaS)-based, Interactive Messaging platform -
including IVR, SMS/text messaging and broadcast email campaigns - with
Enghouse Interactive's (News - Alert) CosmoCall Universe, a leading international
contact center software suite that unites all customer contact
locations, functions, and personnel - including outsourcers and home
agents - on a single unified multi-channel customer communications
The resulting solution, AgentHub, 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.
In fact, according to the 2012 Enghouse
Interactive Customer Interaction Index survey of North American IT
executives, 78% of IT decision-makers note that running efficiently is
of more importance to their organization than just cutting costs alone.
According to the report's findings, this underscores that strategically
focusing on efficient operations along with other factors can create the
right environment to positively impact the bottom line.
"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. "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 (News - Alert)
model ensures access to the latest technologies to drive down call
handle times, increase agent productivity and position your contact
center - and your customers - for success."
From comprehensive IP-based Automatic Call Distributor (ACD)
functionality featuring universal queuing, intelligent routing and
outbound dialing, to call recording, integrated reporting, customer
satisfaction surveys and beyond, AgentHub enables organizations to
streamline contact center operations like never before. Unlike
on-premise software, CSG's SaaS model can also integrate call center
agents at multiple locations, including home-based and outsourced
agents, on a single platform. This cloud-based approach empowers
organizations with an easier, faster, more cost-effective way to deploy
contact center solutions.
Key features of AgentHub include:
Multi-channel IP ACD, incorporating Interactive Voice Response.
Skills, priority and queues-based routing enabling customer needs to
be met more quickly.
Campaign management tools including dashboard-based real-time and
Predictive, preview and progressive dialing enabling the highest level
of utilization and cost efficiency in the contact center.
Comprehensive support for any type of call center structure including
facilities, home-based, international and multi-site.
Powerful scripting functionality that is technology agnostic,
providing business users with the ability to design powerful,
process-based customer interactions.
Quality Assurance, Workforce and CRM Integration.
CSG's Interactive Messaging Team will showcase AgentHub at IQPC's (News - Alert) 13th
Annual Call Center Week in Las Vegas, June 4th -8th
at Caesars Palace. To learn more about AgentHub or schedule a
demonstration on-site at the show, please call CSG's Interactive
Messaging team at 888-831-6374.
About CSG International
Systems International, Inc. (NASDAQ:
CSGS) is a market-leading business support solutions and services
company serving the majority of the top 100 global communications
service providers, including leaders in fixed, mobile and
next-generation networks such as AT&T, Comcast (News - Alert), DISH Network, France
Telecom, MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable,
Vodafone, Vivo and Verizon. With over 25 years of experience and
expertise in voice, video, data and content services, CSG International
offers a broad portfolio of licensed and Software-as-a-Service
(SaaS)-based products and solutions that help clients compete more
effectively, improve business operations and deliver a more impactful
customer experience across a variety of touch points. For more
information, visit our website at www.csgi.com.
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