C&W Business Builds Avant-garde Cloud Based Contact Centre

By CIOReview | Thursday, March 24, 2016
MIAMI, FL: Cable and Wireless Communications’ subsidiary - C&W Business offers Cisco’s Unified-Communications-as-a-Service (UCaaS) over its MultiProtocol Label Switching (MPLS) network to Caribbean and Latin American region customers. With the view to maximize the adoption of contact center to its customers, C&W Business hosts Ciscos Hosted Collaboration Solution (HCS) over C&W Communications’ SIP-enabled fiber IP fault-tolerant networks. C&W Business is covering over 48,000 kilometers of region to deliver its customers with highly secure and reliable data providing an efficient voice and video service. Daniel Peiretti, SVP, Product Development, C&W Business says, “By partnering with Cisco, we are further empowering our customers by delivering and managing a cloud services solution to meet their needs.”

Cisco’s HCS is a unified communications and collaboration platform which eases access to multiple applications. This solution helps to setup the contact centre, and enables it to be hosted on the cloud. By integrating with cloud, Cisco’s HCS helps the customers to get a scalable, agile, efficient and flexible contact centre solution.

The benefits of implementing such a contact center include, voice and video communications, and messaging. The UCaaS enables web and video conferencing and also provides access to cloud based resources. Customers need not make initial capital expenditure; the monthly cost per-user is predictable. Equipment maintenance and related software upgrade costs are eliminated, as the solution is cloud hosted. Additionally, the deployment time is very less and the service is operational within weeks instead of months. On the other hand, existing customers having contact center setups ‘on-premise’ can change into ‘cloud’ and just need to invest on licensing.