IT consulting provider, Nexon, has partnered with contact centre solutions provider, Enghouse Interactive to provide a new Cloud-based contact centre solution in the A/NZ market.
Called the Nexon Absolute Contact Centre powered by Enghouse Interactive, it allows businesses to experience Microsoft Skype for Business and it integrates all communication capabilities into a single platform, including voice mail, instant messaging, video, audio, web conferencing and Desktop as a Service (DaaS).
It is deployed on Nexon’s hosted exchange as-a-service platform and delivered via a pay-per-user service.
Nexon Asia Pacific unified communications business manager, David Russell, highlighted Enghouse’s UC and CC credentials along with being in the top one per cent of Microsoft's partner ecosystem.
“When we went to market years ago, there were three or four major platforms that integrated into Microsoft Lync. We tested all of their functionality, integration, and ability to be a true Cloud service, and we went with Enghouse because it provided the full multimedia feature set for customers,” he said. “This will grow exponentially for us and we see a lot of value in being able to deliver to this to our customers as-a-service.”
Once deployed, it enables interactive voice response for up to 1500 agents, voice recording, a full agent / management reporting suite (real time and historic), OMNI channel routing, and CRM integration routing, from any location and all through a consistent interface.
At the same time it enables organisations to scale up and down depending on the number of users and the style of services required to suit their changing needs and budget.
“We’re now able to deliver the complete Microsoft productivity Cloud with parts of it inside Office365 and parts of it in our own agile business Cloud itself, and we see some really strong growth plans in delivering this to customers,” Russell said.
Nexon is a Microsoft Gold hosting partner and silver communications partner, and Enghouse has achieved Gold application development and communications competencies.