CosmoCom, the leading provider of new generation call
centre platforms, has launched wCare, a key enabling technology for
wireless Internet customer care, that enhances the display and
interaction capabilities of mobile wireless devices.
An extension of CosmoCall Universe - the unified, all-IP,
next-generation call centre platform for service providers launched
in February - wCare provides live assistance to users of wireless
handheld devices. If they request help from within a wireless Web
session, the customer service representative at the call centre can
see their information and the context of the Web session.
"The nature of wireless calls and the limited viewing capacity of
mCommerce screens mean that people contacting a call centre via a
cellular phone may require more assistance than Web callers," said
Rayman Wong, general manager of CosmoCom, South East Asia and China.
"With CosmoCom wCare, voice and wireless Web communications converge
to enhance the customer experience."
CosmoCom wCare assists businesses in taking advantage of the
increasing number of online users who connect to the Web with more
than one device by providing the same level of customer service
across all channels, regardless of whether the call is from a
wireless browser, PC or regular telephone.
It offers mobile connectivity to call centres in a unique way,
enabling ASPs to differentiate themselves. It supports personal
interaction with their customers and also ensures that they can take
full advantage of the bandwidth opportunities that will come with
third-generation wireless markets. CosmoCall Universe already gives
businesses the ability to provide a superior service by equipping
customer service representatives with all available customer data,
for a more rapid and complete customer service session.
As wireless Web usage goes mainstream, companies that provide
enhanced customer support via a wireless communications channel will
realise great competitive advantages and better, more durable
relationships with their customers. Value-added services enabled
through wireless PDAs or wireless phone-browsers will be a key
differentiator for service providers in maintaining customer loyalty
and influencing future purchases.
