Virtual Contact
Center/Unified Customer Communications/Consolidation 2.0
Alta Colleges Consolidates Call Centers into Single
Virtual Contact Center
Alta colleges consolidated its 500 agents and three
geographically dispersed call centers into a single
virtual contact center using a CosmoCall Universe
platform owned and operated by them. They improved
service quality, reduced costs, and are able to
handle higher call volume with few resources.
Samsung France
Consolidates Outsourcers on Hosted Platform
Samsung Electronics France consolidated its three
outsourced call centers using three different ACDs
onto a single CosmoCall Universe platform, hosted by
Orange Business Services. Read how it reduced costs, improved
service quality and gained more control using the
hosted model.
VisitBritain
Deploys Highly Distributed Global Contact Center
Many regional sites promote tourism in local
languages, yet function together as one unified
system, via Consolidation 2.0 strategy.
CosmoCom Software Makes ABS Associates Virtual
Vision a Reality
ABS Associates founder and Chief Technology Officer
Tom Mitchell had a vision of what a successful,
productive contact center could look like. His
vision was of a virtual contact center where agents
could work from their own homes, client sites, other
states, ABS offices, and even other countries. In
Mitchell’s vision, the call center would come to the
agents instead of the other way around.
Trade-Van
Trade-Van Information Services Co., based in Taipei,
Taiwan, had to ensure non-stop, 24x7 operation in a
region where employees often cannot travel to work
during typhoon season. They also needed
multi-channel contact capabilities. After exploring
a number of options, Trade-Van chose CosmoCall
Universe™.
Citizen Contact Center
This application note looks at a very interesting
implementation of a virtual contact center that
enables a local UK government to extend their
informational services beyond the boundaries of
their traditional contact center, giving citizens
single number access to appropriate "specialists" at
all levels of government as needed.
North American
Wireless Telco
A leading North American wireless telco transform its multiple
operations into a virtual call center with unified queues, routing
rules, administration and reporting.
ePLDT Uses CCU
for First Contact CCOD Service in Philippines
ePLDT, a subsidiary of PLDT, the largest Philippine
Telco, used CosmoCall Universe as the foundation for
Contact Center Plus, the first Contact Center
On-Demand business in the Philippines. Read how it
combined its call center outsourcing and BPO
experience, extensive IT Infrastructure and carrier
services to create this new and highly successful
CCOD business serving the Asian and U.S. markets.
Intelleca
Creates Growing Hosted Contact Center Business in
South Africa
Intelleca, a leading CosmoCom VAR business partner
expanded its business by establishing the first
multi-tenant CCOD business in South Africa. Read
about their thriving new business made possible by
CosmoCall Universe.
International
IT Leader
A global IT product and service provider boosted
customer service levels and cut Asian contact
center costs more than 30 percent with a Contact
Center On-Demand™ solution that supports local
languages.
Major
European Airline
A major European airline seamlessly integrated
low-cost, offshore agents into its contact center
infrastructure with no capital investment by
choosing a Contact Center On-Demand solution.
US
Internet Retailer
A US internet retailer deployed a CosmoCom-based
on-demand contact center solution to add real-time
video commerce to its operations.
Japanese
Teleservices Outsourcer
A Japanese teleservices outsourcer met its growing
market needs with an on-demand solution based on
CosmoCall Universe.
Major
European Catalogue Retailer
A major European catalogue retailer implemented a
CosmoCom-based on demand contact center solution to
streamline e-commerce operations and begin their
migration to an enterprise-wide, 1200-seat
distributed contact center environment.
Fused
Solutions
Fused Solutions chose CosmoCom's CosmoCall Universe as
the foundation for its nationwide helpdesk outsourcing
operation.
Scicom
BT Contact Central enables contact center outsourcer
Scicom to maintain its competitive position with an
IP-based virtual call center + intelligent network
solution.
Japanese
Teleservices Outsourcer
A Japanese teleservices outsourcer met its growing
market needs with an on-demand solution based on
CosmoCall Universe.
CosmoCom OEMs
BT
Contact Central
BT built a successful business by pre-packaging
CosmoCom's customer interaction management
technology with CRM from Siebel. Find out how this
"Contact Center in a Box" allows BT to get
customers up in running in less
time and for less money than consulting firms require just to write
a spec.
Microsoft's
Case Study on BT Contact Central
Here is another case study of BT Contact
Central from Microsoft's perspective.
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