CSC Embrace is a scalable and flexible call center solution available as a traditional software license or through a Software as a Service (SaaS) model. It’s designed to support organizations with large numbers of inbound and outbound customer interactions, originating from multiple touch points and supports a host of communication channels and functionality including: web forms; live web chat; co-browsing and click-to-call; plus, phone, email, SMS and fax — whatever device customers prefer, there will be an agent ready at the other end.
For customers that opt for the fully managed SaaS version, they will benefit from high availability without the cost or management workload of running their own contact center software in-house.
CSC Embrace is a standard call center solution that can be configured to fit users' specific requirements and legacy systems. The vendor's implementation process is intended get users up and running quickly and after a consulting pre-study, CSC will configure the system to fit its client's needs and integrate it with their existing systems, infrastructure and service providers — such as telephony, email, CRM and SMS.
Implementation normally takes 10-12 weeks. CSC offers full documentation, training, technical support and consulting for the SaaS and licensed software version.