Community Cloud Contact Center Solutions

Capitalize on a high growth market and elevate your profitability with Community Cloud contact center solutions!

Now there is a single, unified cloud-based solution available for cost-effectively addressing a full range of contact center requirements. The Community Cloud hybrid platform, powered by Enghouse Interactive’s award-winning Contact Center Service Provider (CCSP) solution and residing within EarthBend’s state-of-the-art data center facilities, delivers a fully-integrated portfolio of industry-leading cloud contact center and voice solutions.  Community Cloud combines and leverages the unique strengths of a coalition of select technology partners, including software developers and managed cloud and infrastructure providers, as well as contact center consultants and subject matter experts.

A multi-tenant, carrier-grade, omni-channel cloud contact center platform, Community Cloud offers a complete array of the most in-demand features and functionality today’s organizations are seeking, including:

  • Omni-channel communication, delivering seamless support across voice, email, SMS text, web chat, social media, video and more
  • Preview, predictive and progressive dialing
  • Outbound notification
  • Sophisticated ACD routing, queuing and reporting
  • Speech auto attendant
  • Multi-modal interactive voice response (IVR), including voice, email, SMS and mobile
  • Intuitive web-based interfaces for agents, supervisors, analysts and administrator
  • Omni-channel recording and quality management
  • Real-time and historical reporting
  • Advanced integration capabilities

With Community Cloud, your customers enjoy all the benefits of an advanced premises-based contact center technology platform delivered via a convenient, reliable and affordable cloud-based service.  And, we make Community Cloud easy to sell, with attractively priced tiered packages designed to meet the unique contact center requirements of your customers.  Each package includes a bundled combination of features and functionality that serves to shorten your sales and implementation cycles.  Our goal is to help activate your customers as quickly as possible so that you can immediately begin earning recurring commissions!

Cloud Benefits In the Contact Center

The market for contact center infrastructure solutions is rich with opportunity.  Many companies are now being forced to replace their older premises-based solutions, which are either obsolete or inadequately support current business objectives.  Research firm Technavio points out that 2016 global spending in this category was $306.3 billion.  They expect spending to grow at a compound annual rate of 9.4 percent over the next five years, reaching $479.9 billion by 2021.

One of the greatest drivers in the contact center market has been the advent of cloud computing and SaaS applications.  DMG Consulting reports that the number of cloud-based seats grew by 20.9 percent in 2016, and they project that number to increase by 23 to 24 percent every year for the next five years.

While many companies have a compelling need for contact center infrastructure improvements, they can’t undertake the large, upfront capital expenditures needed to purchase, operate and maintain these technologies.  A SaaS solution can eliminate those expenses, and can be configured to provide higher availability and security measures than would be affordable in an on-premises system.  The advent of cloud-based services is empowering businesses with sophisticated contact center capabilities once perceived to be unattainable or cost-prohibitive.

The Impact of the Cloud for Value-Added Resellers

It comes as no surprise to today’s value-added reseller (VAR) community that there is a changing of the guard in the way technology solutions are being purchased and consumed by customers.  A fundamental market shift toward the Software-as-a-Service (SaaS) model has rapidly and dramatically changed the way technology applications and platforms are now delivered to businesses.

As a growing number of VARs add SaaS offerings to their solutions portfolio, those not providing cloud-based services will find it increasingly difficult to compete for customers and maintain healthy profitability.  Those resellers who provide their customers with a full portfolio of both on-premises and cloud-based solutions and services will be best positioned to enjoy the greatest measure of growth and stability.  Just some of the key advantages of a cloud-based delivery model for resellers include:

  • Earning recurring revenues over the length of the customer relationship lifespan, rather than just a one-time margin and a small amount of maintenance revenue
  • Extending the lifetime value of a customer by increasing the “stickiness” of services provided
  • More efficient implementations than with premises-based solutions—fewer resources are needed to install and virtually no resources are needed to upgrade
  • Differentiation from competitors—quickly and cost-effectively expand services offerings and be better equipped to address a more complete range of business requirements

Request More Information

Learn how the EarthBend 360 team can help you meet the business technology needs of your customers with our expansive portfolio of white label cloud-based services.  Our goal is to support your business growth, help you generate new revenue opportunities and increase your profitability.

Request more information about the Community Cloud contact center portfolio or our other cloud-based solution offerings by completing the form below or by contacting us at 888.201.7075.