LEADING CRM PROVIDER TERRASOFT INTEGRATES WITH COSMOCOM

Combination of All-IP Contact Center and Versatile CRM Available Globally

Earlier in September, both CosmoCom and Terrasoft, a leading supplier of integrated Customer Relationship Management (CRM) solutions, both announced that Terrasoft is furthering its alliance with CosmoCom to create a comprehensive CRM solution that will be distributed globally.

Demand for improved communication between organizations and their customers is on the rise. As a result, enterprises recognize that enhancing the customer experience while reducing costs for CRM and Call Center services has become mission critical.

The alliance between CosmoCom and Terrasoft provides a CRM solution with advanced Call Center automation capabilities that enables large enterprises and other distributed organizations to benefit from working with a single solution and meet the challenge of providing better and more consistent customer service while simultaneously reducing operations costs.

"We are delighted that Terrasoft has elected to partner with CosmoCom to market an integrated solution across the globe," said Ari Sonesh, CosmoCom CEO. The combination of our technologies provides a compelling solution to the 22 industries that Terrasoft serves."

Learn more about the TerraSoft and CosmoCom alliance and for our CIS region readers, you can also check out TerraSoft's press release in Russian.

GROWING TELESALES OUTSOURCER BOOSTS PROFITS
AND LOWER COSTS VIA COSMOCALL UNIVERSE

Media Communications Consolidates Call Center Operations with CosmoCom to
Increase Agent Productivity while Reducing Operations Expenses

As Media Communications, a telesales operator promoting magazines, health benefits programs and business-to-consumer programs, expanded its business, the company required a contact center technology capable of supporting its growing customer base, multiple call centers and outsourced sales agents. Media Communications selected CosmoCall Universe.

Founded 20 years ago, Media Communications operates call centers at multiple sites in the U.S. and abroad, and staffed by both direct company employees as well as outsourced agents. As such, they have faced the common limitations of using outsourced call center operators: each outsourcer using their own equipment with their own unique routing rules, queuing patterns, administrative tools and reporting, creating challenges for monitoring agent quality, measuring outsourcer productivity, and ensuring consistency.

The flexible, all-IP contact center technology from CosmoCom enables Media Communications to create a virtual call center that empower its managers to retain complete operational visibility and control of activity across all locations, including outsourcers, via easy-to-use, web-based administrative and reporting tools.

Read more about how Media Communications is benefiting from a virtual contact center and what their CEO has to say.

JOIN BT FOR A LIVE INTERACTIVE WEB SEMINAR ON 13 OCTOBER

Next Generation Contact Centres - the Way Forward!

Long-time CosmoCom service provider partner BT has been stepping up awareness for their NGCC (Next Generation Contact Centre) hosted contact center offering in the media and elsewhere lately. One of the upcoming activities they have planned is a live and interactive web seminar called, "Next Generation Contact Centres - the Way Forward!" which will take place on 13 October at 2pm London time (9am Eastern).

"Today's Contact Centres face many challenge, from increasing customer satisfaction, handling a more diverse range of contacts whilst juggling with economic downturn and reducing budgets. Finding appropriate solutions for these challenges can prove difficult. Businesses often confront a dilemma on how to tackle the problems in-house. Multimedia Contact Centres, Pay On-Demand technologies, Flexible resourcing such as Homeshoring or outsource to other providers. Add to this a bewildering array of technologies solutions that usually reside within an organisation, control and strategy becomes even harder to achieve."

In this web seminar, BT and an expert panel, including CosmoCom's Mike Adolphy, will discuss how next generation contact center technologies can address many of these business challenges and help you to build a greater understanding of how to manage your contact centre operations in an ever demanding world.

You'll also hear about Expedia, one of the worlds largest online travel companies and understand how, by virtualizing their contact center, they have improved flexibility, visibility and control of their contact center / outsource relationships, whilst also reducing costs and delivering real ROI.

Register for the NGCC web seminar

COSMOCOM TO SPONSOR WIRELESS TECHNOLOGY CONFERENCE

CosmoCom is proud to be a silver sponsor and have a guest speaker at the CEWIT 2009 International Conference on Wireless & Information Technologies. The conference, is a one day event organized by the Center of Excellence in Wireless and Information Technology (CEWIT), at Stony Brook University. The conference is the 6th in its technical series and provides a platform for leading academic and business institutions to explore collaboratively new technologies and their business potential. Over 500 participants from industry, academia and government including the international community are expected to attend.

The event will take place on October 1, 2009 at the Islandia Marriott. in New York with the theme of "Wireless and IT Driving Healthcare, Energy and Infrastructure Transformation."  Meet with executives from CosmoCom during the exhibition hours and see a demonstration of CosmoGo mobile agent technology in a healthcare setting. Also, in the afternoon Healthcare Solutions track CosmoCom will be a guest presenter on the topic of, "Communications Technology for the Hospital of the Future." We hope to see you there.

UNIFIED COMMUNICATIONS IN THE CONTACT CENTER

CosmoCom has long been a visionary and technology leader in the area of unified communications in the contact center, otherwise known as Unified Customer Communications. At the recent TMC, ITExpo West in Los Angeles, California, CosmoCom's David Zibelman had the chance to participate on a panel session hosted by well-know industry expert, Art Rosenberg. The September 1 panel, called Unified Communications in the Contact Center, was a lively discussion about the who, why and what of "customer UC."

Mr. Rosenberg fueled the session by though-provoking questions such as, "What traditional call center processes will be changed first by UC," and, "What customer UC features and function benefits are most important to customers. David Zibelman was more than ready to answer these and other questions during and after the session. If you weren't able to be there, you can still benefit from some of the insights that David and the other panelists shared at Art's UC in Customer Contacts posts in the Unified View.  

REGIONAL EVENTS FOCUS ON CONTINUITY, HOME AGENTS AND MORE

In the coming month, regional CosmoCom representatives will out and about and joining forces with local partners and organizations around the world to bring you informative seminars on topic of great interest to businesses today. If you plan to be in the vicinity of one or more of these local events, we invite you to participate.

Business Continuity Planning Solution for Pandemics (Tokyo)
With recent global concerns over possible H1N1 influenza pandemics in both hemispheres, enterprises are more concerned than ever with the dual challenge of keeping their businesses operational and protecting the health of their employees. On Thursday afternoon, October 8, CosmoCom Japan will join partner Shoden in Tokyo for an informative seminar on Business Continuity Planning (BCP) Solutions showing how a combination of home, phone and mobile agents in conjunction with remote administration and reporting can keep your contact center running and your employees safe in the event of a pandemic. View more information about the event in Japanese.

Convergence in Education (Kentucky)
CosmoCom will be sponsoring the Kentucky Convergence Conference 2009 on October 8 - 9 at the Center for Rural Development in Somerset, Kentucky. This is the sixth consecutive year for this exciting statewide conference serving higher education and K12 learning institutions. Conference themes include Information Technology, E-Learning, and related subjects. Make sure you visit CosmoCom in the exhibit area next to partner Windstream Communications who is a gold sponsor of the event.

Successful Home and Mobile Agent Strategies (Tampa)
On Thursday, October 22, Omnia Technologies and CosmoCom will be hosting a breakfast seminar in Tampa, Florida to help businesses understand how home-based and mobile agents can be a valuable part of their overall customer communication strategies. The three-hour event, starting at 8 am, will take you through examples of how other businesses are benefitting from remote agents and explore both the enabling virtual technologies for a successful implementation as well as the "at-home" requirements for productive remote workers. If you are interested in attending, please call +1-888-417-1968, option 4 or register online now.

LOOK WHO'S TALKING? RECENT INK

The result is a great article that begins, "When the University of Kentucky's UKHealthCare went looking for new call center technology, the goal was to improve service to customers of the 50+ clinics that UKHealthCare operates by providing a common approach to voice communications that could be centrally managed. But UKHealthCare also wanted to let each clinic handle its own call center needs, since those vary widely depending on the size of the clinic and its specialty."

Read the rest of the article to see what else Carol Wilson, Mr. Friskney and the others had to say.

HQ HAPPENINGS

2009 CosmoCom Executive Barbeque

CEO Ari Sonesh Works the Spatula at the 2009 CosmoCom Executive BBQ

One of the most anticipated social events at CosmoCom's headquarters in New York each year is the Executive Barbeque that typically marks end of the Summer. It is the one day of the year where our senior executives roll up their sleeves to show off their gourmet side while the rest of the HQ employees get to enjoy their culinary creations.

This year's event took place on Wednesday evening, August 23 on the lawn of our Melville headquarters despite some last-minute predictions of rain. Luckily the meteorologists' forecasts were wrong. Instead the weather was clear with a gentle breeze which made for a perfect evening of food, fun and conversation with friends and colleagues.

Letting employees relax and enjoy each other's company with good food, drink and music served up by upper management is just one way to show appreciation for the hard work that the HQ staff puts in all year long keeping our customers happy.

After years of practice with the annual tradition, our executive team has become as adept at wielding spatulas over hot grills as they are with providing the world with leading edge contact center solutions. From traditional barbeque fare with all the fixings to the famous marinated skirt steak to veggie burgers for our vegetarians, the management team did not disappoint! There was more than enough quantity and variety of food to satisfy everyone. Nobody went home hungry, including a few special guests who were in town for technical training -- it took a little explaining to convince them that we don't do this every week :-)

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Americas

Garry Dubovec, is the latest addition to the Melville development team, joining us as Senior Software Developer. Garry has over nine years of IT and development experience in the banking, software security and telecommunications industries. He has specialized in client/server applications and database management and RDBMS. Garry holds multiple Masters degrees from Belarusian State University.

CosmoCom Israel

Alex Brusilovsky, has joined CosmoCom's QA organization in Israel as a Senior Quality Assurance Engineer.
He has extensive knowledge and experience in the telecommunication field -- both IP and traditional. In the last 10 years Alex worked for Nortel as a VoIP integration engineer in charge of testing and implementing complex VoIP networking solutions for large telecom companies. Prior to that, he spent a decade working for working at Telrad Networks as an Integration and Verification Engineer.

 

TRADESHOW NEWS: COMING ATTRACTIONSG ATTRACTIONS

	CEWIT 2009 International Conference on Wireless & Information Technologies October 1, 2009 Marriott Islandia Islandia, NY, USA http://www.cewit.org/conference2009/  CosmoCom is a proud sponsor of this event.  Also hear CosmoCom present "Communications Technology for the Hospital of the Future" in the afternoon Healthcare Solutions track.
	Kentucky Convergence 2009 October 8 - 9, 2009 Center for Rural Development Somerset, Kentucky, USA CosmoCom is a silver sponsor of this event
	HP Communications World 2009 December 16 - 18, 2009 CCH - Congress Center Hamburg Hamburg, Germany
	RECORDED WEBINARS
	View On-Demand Webinars including "New Horizons in Telehealth", "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

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