IP Contact Center Technology Case Studies
Virtual Contact
Center/Unified Customer Communications/Consolidation 2.0
Health Management
Group Consolidates Client Outreach Platform
HealthGuard needed to improve the efficiency of
their lifestyle management outreach programs. Also,
their inbound legacy call center system lacked
integration with their client information systems.
HealthGuard solved both problems with a contact
center platform that provided the needed inbound and
outbound calling features, while preserving its
substantial investment in PBX and telephones.
National Energy
Utility Consolidates Legacy Call Centers
Gaz de France consolidated all their regional call
centers and agents onto a single CosmoCall Universe
platform integrated with SAP CRM and Cisco Call
Manager and improved their customer service and
scalability to meet future demands.
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.
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.
Contact Center On-Demand
from Service Providers
Smart Communications Unifies Operations with a
Multi-Site Hosted Contact Center
Smart Communications, Inc. (SMART) is the
Philippines' leading wireless services provider with
more than 40 million subscribers on its GSM network.
When their existing communications infrastructure
was no longer meeting their needs they fully
upgraded their 1,200-seat multi-location customer
contact center from a collection of legacy
technologies to a CosmoCom-powered next-generation
contact center solution delivered by ePLDT --
Unified Contact Center Plus (UCCP) .
GSK Nutritional
Healthcare improves service on vital customer help
lines with BT NGCC
GSK Nutritional Healthcare develops and markets
leading healthcare drinks and is part of UK
headquartered GlaxoSmithKline (GSK), a
pharmaceutical world leader. Their legacy telephony
technology wasn't meeting their call recording and
reporting needs, so with consumer expectations
continually rising GSK Nutritional Healthcare sought
a contact center solution. A review of the market
led them to the BT Next Generation Contact Centre (NGCC)
platform. A ready-to use fully hosted service, NGCC
provides powerful multi-channel contact centre
functionality on a subscription basis (powered by
CosmoCall Universe).
SPD Chooses Scalable
Pay-as-You-Go Cloud-Based Contact Center from BT
SPD is a world leader in the research, design,
production, and supply of advanced consumer
diagnostic products including brands such as
Clearblue and PERSONA. SPD wanted a new contact
center that would integrate everything into a single
easy-to-use package that they could update
themselves. They chose BT's CosmoCom powered Next
Generation Contact Centre (NGCC) solution to support
40 product-specific care and information lines
across the European market. As a result SPD improved
responsiveness while saving 30% on its annual bills.
Public
Health Care Appointments without the Wait
SACYL is responsible for Public Health Services in
northwest Spain, managing 14 hospitals, 241 health
centers and 3650 local clinics spread across its
territory. SACYL wanted to implement a robust and
scaleable call scheduling service for all of their
facilities with speech-enabled IVR and intelligent
routing to live help. Telefónica developed a call
center solution that allowed SACYL to provide
user-friendly 24x7 appointment services using
natural language IVR on-demand combined with
CosmoCom-based contact center on-demand.
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.
Global BPO Chooses InstaCC Hosted Contact Center
from Tata
After a decade of successfully building “best shore”
global call centers, Etech Inc, a leading BPO
provider was evaluating options for increasing the
size of its operations. As a Tier-1, preferred
provider for several Fortune 500 companies, Etech
Inc, had five call center facilities in the U.S. and
India with a total capacity of more than 1,500
agents. Tata's InstaCC hosted offering allowed
Etech to achieve their goals and move with market
demand.
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.
