LEVEL 3 AND COSMOCOM PRESENTING FREE JOINT WEBINAR
WEDNESDAY, NOVEMBER 10
VoIP, Hosted Contact Center and the Outsourcer: New Revenue Streams, Lower Costs
Complementary VoIP products and services now available from Level 3 and CosmoCom are changing the face of the contact center outsourcing industry, providing not only major cost savings but also new revenue streams from Hosted Contact Center services. In this webinar, Level 3 and CosmoCom, whose alliance was announced as part of Level 3's VoIP TAP program launch in May, will explain how outsourcers can expand the boundaries of their business by combining VoIP services from Level 3 and VoIP products from CosmoCom.
The webinar will begin by highlighting the cost saving benefits of new VoIP services, and the increased flexibility and control these services offer. It will also show how VoIP enables outsourcers to easily execute desirable new strategies such as agent-at-home programs and virtual call centers.
The presentation will then explore why a VoIP-based contact center system is the ideal platform for both a Hosted Contact Center Service offering and a traditional outsourcing system, and why contact center outsourcers will excel in the Hosted Contact Center services market. The superior virtualization, universal access and integration ease of VoIP platforms will also be presented.
Finally, the webinar will demonstrate that outsourcers can get the maximum benefit and best overall cost structure by combining VoIP systems from CosmoCom and VoIP network services from Level 3.
If you are a contact center outsourcer, this is an event you won't want to miss. All interested readers of this newsletter are welcome to attend and are sure to find something of interest. Find out more and register now.
For more information about Level 3 and CosmoCom's joint VoIP solutions, visit http://www.cosmocom.com/ProductInfo/CollateralMaterials/Level 3_CosmoCom.pdf .
COSMOCOM ANNOUNCES SECOND U.S. PATENT
FOR KEY IP CALL CENTER METHODS
News Is Covered in Multiple
Publications
CosmoCom was awarded its second U.S. Patent
6,614,783, entitled Multimedia telecommunication automatic call
distribution system using internet/PSTN call routing. This
patent is a continuation of CosmoCom's first patent 6,046,762 and so
inherits that patent's priority date of April 1, 1996.
The patents disclose CosmoCom's pure IP call
center technology, which enables calls and messages originating on
telephone and data networks to be queued and routed to universal
contact center agents connected to an IP data network. The
disclosure shows how clearly and how far in advance the founders of
CosmoCom foresaw the evolution of call centers toward processing not
only telephone, but also e-mail and web contacts. It emphasizes the
fact that CosmoCom's technology was developed from the ground up as
a multimedia, multi-channel ACD using IP to create a single virtual
call center regardless of the agents' physical locations.
Robin Goad, Senior Analyst in the
Datamonitor CRM Group and the author of many studies of the contact
center industry, stated in our news release, "Datamonitor has long
recognized CosmoCom as an IP call center technology innovator. It is
not surprising that they are a leading provider of hosted contact
center platforms to telcos, since IP is a key enabling technology
for the hosted model. They are also an important participant in the
premises market through their OEM relationship with BT Contact
Central, one of the best selling IP call centers in the U.K. The
broad claims of their latest patent can only strengthen CosmoCom's
position as a player to be reckoned with in the growing IP call
center segment."
Our news sparked the interest of IDG News
Service's Stephen Lawson, who spoke with Steve Kowarsky,
Executive Vice President for CosmoCom, and Donna Fluss, Principal of
DMG Consulting and recognized industry expert, about the importance
and potential impact of our patents. These interviews culminated in
a feature article that was picked up by a number of major
publications including InfoWorld, Contact Center World,
Computer Weekly and IT World.
You can access Lawson's excellent article at
the web sites of any of the above-mentioned publications, for
example, at
http://www.computerweekly.com/articles/article.asp?liArticleID=133578&liFlavourID=1&sp=1
To read the complete CosmoCom news release,
visit
http://www.cosmocom.com/pressreleases/PressReleases2004/pr09202004.htm.
COSMOCOM PARTNERSHIP SURGES WITH SUPPORTFORCE.COM ANNOUNCEMENT
CosmoCom Invited to Support European Launch on October 11
Salesforce.com just announced its latest offering - Supportforce.com - targeted squarely at customer support applications and therefore at call center agents. The announcement makes CosmoCom's partnership with salesforce.com more significant than ever before, because more of salesforce.com's customers will also need the call center features delivered on-demand by CosmoCom platforms. Since supportforce.com customers will already be taking the "on-demand" approach for their CRM, they are likely prospects for a Contact Center On-Demand provider. CosmoCom will be supporting sf.com at the European launch of supportforce.com on October 11 in London. Stay tuned for news of this event in the next newsletter. CosmoCom is featured as a partner on the new supportforce.com web site: http://www.supportforce.com/partners/
INTERNET TELPHONY CONFERENCE FEATURES COSMOCOM SPEAKER
CosmoCom's Erik Laurence, Vice President of
Business Development and Product Management, has been invited to
present a session at the 2004 Internet Telephony Conference and Expo
in Los Angeles this October.
Entitled "The ROI Case for Hosted Contact
Center Services as an Alternative to Premise-Based Systems," the
presentation will explain why enterprises are choosing Contact
Center On-Demand (CCOD) services from network service providers (NSPs)
as a flexible and cost-effective alternative to premise-based
systems. This presentation will include a summary of the ROI and
TCO benefits of CCOD.
CosmoCom's seminar will be held at the
Millenium Biltmore Hotel, site of the Internet Telephony Conference,
on Thursday, October 7, from 3:30 – 4:15 p.m. Please join us!
WEB-BASED TRAINING FOR COSMOCALL UNIVERSE VERSION 4.4.0
IS WELL-RECEIVED BY ATTENDEES
Attendees at CosmoCom's first web-based training in September gave the
program a big "thumbs up." Entitled "CosmoCall Universe Version
4.4.0 Re-Certification Training", participants commented on both how
informative the session was, as well as how easily a web-based
training accommodated their busy schedules.
This training course marked the beginning of CosmoCom's web-based
Upgrade Certification Training Program, which is designed to refresh
our customers' CosmoCall Universe product training quickly and
conveniently. The course was comprised of two parts: a one-hour
overview session, designed for a wider audience, and a four-hour
session of in-depth technical training.
CosmoCom plans to offer additional training via the web. Schedules
will be posted in the Training Section of our web site at
http://www.cosmocom.com/Support/Training/Training.htm.
COSMOCOM TO SPONSOR BROADSOFT CONNECTIONS CONFERENCE
CosmoCom will be participating in this year's
BroadSoft Connections 2004 Executive Users Conference, an
invitation-only event for senior-level, service provider executives
who are in the process of rolling out hosted voice services. The
conference will take place October 10 – 13 at the Westin Kierland
Resort & Spa in Scottsdale, Arizona.
CosmoCom will exhibit at the BroadSoft
Conference at booth 31 and will also present a Corporate Briefing to
attendees on Monday, October 11, from 1:30 – 2:00 p.m. At the
conference, CosmoCom will highlight how CosmoCall Universe's all-IP
architecture makes it uniquely suited as a platform for network
service providers to offer network-based Contact Center On-Demand
services. Since it is Virtual by Design and supports a large number
of agents regardless of location, CosmoCall Universe is inherently
hostable. It also supports both dedicated and shared platform
hosting, and includes multiple service provider features such as
multi-tenancy with tenant self-administration, a tenant creation
wizard that gets new tenants on the air literally in seconds, and a
landlord – sub-landlord data structure and administration
environment that allows for multi-tier distribution of the service.
If you are attending the BroadSoft Connections
Conference, please stop by our booth or attend our presentation. We
would welcome the opportunity to meet you.
ENTERPRISE ADOPTION OF HOSTED IP VOICE LEADS VOIP REVOLUTION, IDC SAYS
According to a study by IDC, the fastest
growing VoIP market is hosted IP voice services for business
customers. IDC predicts that this market will reach nearly $60
million by the end of 2004 and will achieve a compound annual growth
rate of 282 percent to reach $7.6 billion in 2008.
Hosted IP voice services are fundamentally
different from PBXes because capital expenditure is avoided,
maintenance contracts are unnecessary and management is fully
outsourced to a secure, central location. In addition, the customer
is assured of instant access to the latest upgrades in both hardware
and software.
William Stofega, Senior Research Analyst, IDC
VoIP Services, stated, "With all of the market conditions in
alignment, VoIP is finally poised to overtake and replace the aging
but reliable circuit switched infrastructure." Given the dynamics of
the current market for telecommunications services, combined with
the advantages embedded in a hosted solution, IDC also believes that
the opportunity for service providers is theirs to own.
We couldn't agree more.
COSMOCOM BOOTH A POPULAR STOP AT ACCE CONFERENCE
 The first Annual Call Center Exhibition (ACCE)
proved to be a fine event for CosmoCom, attracting many visitors to
our booth to learn about CosmoCall Universe. VoIP and the virtual
call center were high priority subjects for many ACCE attendees, who
quickly took note of CosmoCall Universe's all IP, Virtual by Design
architecture that enables the rapid and cost-effective deployment of
a virtual call center with far less complexity and cost than in
legacy contact center environments.
CosmoCom was also mentioned in two of the ACCE
Conference sessions: A Buyer's Guide to Today's Contact Center
Technologies and A Remote Possibility Worth Exploring: How to
Set Up Remote Agents. Many attendees literally streamed out of
these sessions to the CosmoCom booth, wanting to know what the buzz
was about.
If you missed ACCE and would like more
information about CosmoCom's contact center system, please contact
info@cosmocom.com.
MULTI-CHANNEL CALL CENTERS REQUIRE MULTI-SKILLED AGENTS
Gartner predicts that 70% of North American
call centers will evolve into multi-channel contact centers by
2005. But how do you ensure that agents have the right stuff to be
effective in this new environment? An article by Jill Griffin in
the September 22 edition of CRMGuru provided some
suggestions.
- Create an efficient online search index and file-folder
system. This will enable agents to find the desired
information quickly and, therefore, provide better service to
customers.
-
Teach agents to write effectively.
While poor writing can negatively impact a company's image, it
may also pose liability risks. As a result, some companies only
assign email response to agents with established writing
skills. However, this can create bottlenecks that slow customer
service. Consequently, training each agent to write clearly and
correctly may be a wiser approach. .
-
Build suggested response templates and pre-scripted chat phrases.
This will further assist agents with their writing
responsibilities and ensure that the right message is conveyed
to customers.
NEW
MEMBERS OF THE COSMOCOM FAMILY
Headquarters
Adewale Oluwasanmi, QA Analyst
Adewale
recently graduated from the State University of New York at Stony
Brook with a BS in Computer Science. His comprehensive skill set
includes experience in relational database application development,
web services and remote applications, and systems and UNIX/LINUS
shell programming.
TRADESHOW
NEWS: COMING ATTRACTIONS
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SPEAKING ENGAGEMENT
Internet Telephony Conference & Expo
October 4 - 7, 2004
Millenium Biltmore Hotel
Los Angeles, CA
USA
http://www.tmcnet.com/itexpo/
Speaker: Erik Laurence, VP Business
Development & Product Management
Topic: The ROI Case for Hosted Contact Center Services as an
Alternative to Premise-Based Systems
When: Thursday, October 7, 3:30 - 4:15 p.m.
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BroadSoft Connections
2004 Executive Users Conference - Invitation Only
October 10 – 13, 2004
Scottsdale, AZ
USA
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PARTNER SPEAKING ENGAGEMENT
Fall VON 2004
October 18 - 21, 2004
Hynes Convention Center
Boston, MA
USA
Panelist: Mark Cornett, President and General Manager, Fused Solutions, Inc.
Topic: Telecom Manager's Roundtable -- Who Needs a Phone (Company)?
When: Monday, October 18, 1:30 - 2:45 p.m.
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Meeting the Telecom Customer Care Challenge
Reducing Costs and Enhancing Service with the IP-Based
Virtual Call Center
Took place June 17, 2004
Find out more
and view recording
Why Contact Center On-Demand?
The Bright Future of a New Service Delivery Model
Took Place April 14, 2004
Find out more and
view recording
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