OREANDA-NEWS. CROC has expanded its SaaS portfolio with a new service for midrange and enterprise contact centers. Contact Center as a Service is based on the solution provided by Enghouse Interactive, a leading global supplier of customer interaction management software.

The Enghouse Interactive solution is one of the first products available in Russia specifically designed for use in the cloud. It is a unified platform which can be used by multiple customers simultaneously on an isolated basis. The platform comprises inbound and outbound calling, conversation recording, interactive voice response (IVR) modules, and can also include speech analytics, workforce management (WFM), call center agent scripting tools, etc.

“For the customers' convenience, we offer them free access to the CCaaS demonstration stand within our public cloud. Service packages will vary by the number of connected users, functional modules, integration with external systems, etc. The Contact Center as a Service is particularly attractive to large companies with regional branches and to outsourcing contact centers because their business requires flexibility, and a fast increase and decrease in computing capacity. The solution has already drawn the attention of two telecom companies and one collection agency,” says Svetlana Vrublevskaya, Deputy Director for Services of Telecommunications Department, CROC.

To prove the solution, CROC implemented a pilot project for 100 agents for a major telecom company where total service expenses proved to be significantly less than the total cost of contact center ownership, including upgrades and maintenance. In addition, the service included a graphical module to create call center agent scripts that accelerated and facilitated the preparation of outbound calling campaigns compared to tools requiring programming skills.

“We look forward to working with the CROC team of call and contact center professionals to help grow the platform in the Russian market. The Enghouse-CROC partnership creates a great opportunity for enterprises and service providers in Russia to enjoy real business benefits from a service based on technology designed specifically for the Cloud”, - says Nick Applegarth, Enghouse Interactive Regional Managing Director for EMEA and Asia Growth Markets.

Lina Arkhipova, Enghouse Interactive Regional Director for Russia & CIS adds “Our solution is already used by the top telcos and service providers worldwide who benefit from our flexible and comprehensive solution which also supports remote agents and integration with external systems. The advantage of using the CROC Contact Center as a Service means a call center can be up and running within hours, with quick setup, user-friendly interface and no need for agent training”.