Case Study: TELUS achieves a scalable multitenant cloud contact center and faster time-to-revenue with Enghouse Interactive’s CCSP

TELUS Better Serves Business Customers With Cloud Contact Center Based on Enghouse’s CCSP

TELUS, one of Canada’s largest service providers with $12 billion in revenues and 14 million customer connections, faced growing customer expectations that legacy, premise‑based contact centers could not meet—especially for mid‑market customers that lack IT resources. To offer a cloud‑based, multitenant Contact Center as a Service (CCaaS) that supports omnichannel, easy onboarding and lower operational cost, TELUS selected Enghouse Interactive’s Contact Center: Service Provider (CCSP) platform.

Using Enghouse Interactive’s CCSP, TELUS launched a multitenant, IP‑based cloud contact center with open APIs and an intuitive agent interface that integrates partner products and scales quickly. The result was reduced operational overhead, faster onboarding of end customers and a shift from CAPEX to OPEX funding—enabling quicker time to market and revenue for TELUS and opening new omnichannel and analytics revenue opportunities.

Telus

Chad Wormington

Strategic Director, Contact Centre Technology and Services