GET THE ABERDEEN CONTACT CENTER CONSOLIDATION REPORT
SPONSORED BY COSMOCOM
While
CosmoCom has been emphasizing its value proposition Consolidation 2.0,
Aberdeen has been conducting fact-based research on the subject of Contact
Center Consolidation. According to Aberdeen's new study, laggard and Industry
Average firms are struggling to standardize support processes and consolidate
contact center resource. Best-in-Class (BIC) will be those firms that have
focused on the adoption of specific technologies. In preparing the new Call
Center Consolidation benchmark report Aberdeen surveyed over 175 companies. Can
contact center infrastructure technologies can be consolidated to provide
consistent and accurate information while supporting distributed agents and
applications? Some of the findings include:
Through the consolidation of the contact center infrastructure Best-in-Class
companies have seen a:
- Reduction in contact center expenses
- Improvement in contact center uptime
In summary the report says that Best-in-Class firms look to consolidate
resources that will enable them to improve the agent / customer interaction and
provide feedback into the improvement process, And that Best-in-Class companies
should follow through with the following:
- Develop processes for improving agent efficiencies
- Implement a high performance / availability hardware platform
- Implement a virtual contact center platform.
Download a
complimentary copy of this report, courtesy of CosmoCom.
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COSMOCOM AND CONSOLIDATION 2.0 SHINE AT SECA
At
the beginning of April, the Paris Expo - Porte de Versaille in Paris was
alive with throngs of people gathering
for the annual SeCA show. SeCA is
the largest Call Center show in France and one of the most important in
Europe. Within Hall 4 of the venue much of the buzz centered around CosmoCom
technology and Consolidation 2.0.
CosmoCom has been well represented in the booths of
our partners in the region over the past several years. This year was no exception with PhoneControl and
Orange Business Services showcasing solutions based on CosmoCall
Universe. However, what was new this year was the addition of our own
large booth that drew crowds of people interested in seeing how Call
Center Consolidation 2.0 is made possible by CosmoCom technology. The
messages were supported further by partners and customers who we shared the
booth with including Microsoft, Orange, AudioCodes, Overlap and more.
Additionally attendees also were able to learn more about different facets of the Consolidation 2.0 value proposition through three different speaking sessions,
over three days, presented by CosmoCom and
partners. If you didn't see us this year - we hope you can join us in 2009.
Kudos to the CosmoCom France team who did a great job of organizing a
terrific showing!
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DID YOU MISS THE YANKEE GROUP
HOSTED CUSTOMER CARE SOLUTIONS WEBINAR?
View the Recording Sponsored by CosmoCom
Several technological, demographic and economic trends
occurring in the world today would suggest
that hosted customer care solutions are about to come of
age. Although product and service offerings for
on-demand contact center applications are plentiful,
their uptake in the marketplace has been below the
original optimistic forecasts of many industry observers
and participants. Is this indicative of a new offering with a strong future
that is just getting off to a slow
start or an over-hyped solution that will never meet
expectations?
On Tuesday, April 22, Yankee Group analyst Ken Landoline,
along with TMC, conducted a webinar called "Hosted Customer
Care Solutions: Are They Gaining Traction?" to examine the future
for hosted customer service applications. The webinar
was based on recent
research and analysis of evolving market conditions, the
offerings, and the perceptions of potential customers.
CosmoCom, EVP, Steve Kowarsky and other panelist rounded
out this very informative session. If you missed the
live event,
view a recording.
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