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Contact Center On-Demand™ Resources for NSPs |
Explore the compelling CCOD
business case, from Service Provider perspective. |
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View a recording of the CosmoCom and
Datamonitor Why
Contact Center On-Demand? Webinar. |
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Have someone contact
me about adding Contact Center
On-Demand to my portfolio of network
services. |
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Subscribe to a Contact Center On-Demand Service |
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Find out which
NSPs offer a Contact Center
On-Demand service I can subscribe to. |
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Have someone contact
me about subscribing to a
Contact Center On-Demand service. |
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All Contact Center On-Demand Resources |
A New Opportunity for
Network Service Providers
NSPs
derive much of their revenue from providing low margin commodity
services, many of them to contact centers. To survive the commodity
price competition and achieve growth, they need new services that
add value to their commodity offerings and restore margins.
Contact Center On-Demand™ (CCOD, also known as hosted contact
center or network-based contact center) is such an opportunity.
Today NSPs provide basic transport services to contact centers,
leaving the high-margin revenue of advanced contact center features
to vendors of premise-based equipment. With Contact Center
On-Demand, network operators not only gain access to new higher
margin revenue, but also protect critical existing sources of
revenue from price-driven churn.
 Because of CCOD's compelling value proposition for the customer
vs. traditional premise-based solutions, analysts project that CCOD
will claim about a third of all contact center seats in the next
decade. What will happen to your core revenue from contact centers
if you don't offer CCOD? It's easy to see why many of the world's
leading telcos, including BT, Deutsche Telekom, France Telecom, Telefónica, KT, PLDT, NTT, VSNL, and Eagle IP are now offering CCOD
and related services.
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Before Contact
Center On-Demand, agents and technology had to live
together. CCOD allows network operators to separate
out the technology, and provide it as a
network-based service. |
CosmoCom is the leading provider of Contact Center On-Demand
technology worldwide. CosmoCall Universe enables CCOD as a complete,
unified, multi-tenant contact center suite that includes ACD, IVR,
CTI, predictive dialing, multimedia recording and a complement of
powerful management applications.
Ideal Architecture for Hosted Contact Center
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. Built on the Microsoft Windows
Hosting Platform, the system is multi-tenant from the ground up,
with tenant self administration so that NSP customers can completely
manage their own virtual call centers (and service providers don't
have to). The downloadable, auto-updating agent client lets
customers add agents anywhere over existing IP connections. And with
CosmoCall Universe's scalability and reliability, NSPs can be
confident they are providing the mission-critical connections their
customers need.
Each of the NSP's tenants can have one location or many
(including legacy locations), and can use one type of agent or any
combination of agent types. In all cases, the core contact center
infrastructure is deployed in the service provider's network.
Tenants need only the agent clients, the IP connections, and
optionally, circuit connections (if they wish to use circuit
telephones).
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