CROC: Contact center on demand, Contact-center as a service (CCaaS)

In a portfolio of solutions SaaS of CROC there was at the beginning of 2014 a service for contact centers of an average and enterprise-level — "Contact Center on Demand", or Contact-center as a service (CCaaS). In its basis the solution for call centers of the new partner of CROC — Enghouse Interactive company, the leading international software supplier for interaction management with clients.

Development of Enghouse Interactive – one of the first technologies in the Russian market, initially held for use in "cloud". It is a single platform on which at the same time, but separately from each other, several customers can work at once. The platform includes modules of the entering and outgoing call-down, a call recording and the voice menu (IVR); it can be complemented with means of analytics of the speech, planning of loading of operators (WFM), creation of scenarios of work of operators and so forth.

"For convenience of customers we organized in our public "cloud" free access to a demo stand "Contact center on demand". Our service packages differ by the number of the connected users, functional modules, abilities to integrate with this or that external system, etc. The service of Contact-Center as a service will be especially interesting to outsourcing contact centers and the large companies with regional branches which business requires flexibility and an opportunity to quickly develop and displace capacities. Two telecom companies and one collection agency already became interested in the solution" — Svetlana Vrublevskaya, the associate director of department of telecommunications of CROC on service says.

In particular, according to the results of the pilot project on 100 operators implemented by CROC for one large telecom company, costs for service appeared much less than the cost of ownership of own contact center. Besides, the graphic module provided together with service for creation of scenarios of work of operators allowed to prepare campaigns of outgoing call-down quicker and more conveniently, than the tools requiring skills of programming.