Enghouse Interactive 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 centre offering, GLCCaaS. CCSP is a multi-tenant cloud contact centre platform designed for providing contact centre 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 centre. 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 centre 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.
“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 centre 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 centre solutions”.