COSMOCOM POWERS NEW HOSTED CONTACT CENTER OFFERING IN UK

VoIP Service Provider VanillaIP Expands Offerings for Customers and Channel Partners

CosmoCom virtual contact center technology has been chosen by yet another leading VoIP service provider. VanillaIP, a premiere UK provider of cloud based applications and telephony, has selected the CosmoCall Universe (CCU) multimedia IP contact center platform to power a full range of inbound and outbound hosted call center services. 

VanillaIP is no newcomer to the hosted voice market. The company has years of experience providing IP centrex and hosted call center solutions as a white label service to UK Resellers. CosmoCom CCU provides VanillaIP channel partners a more robust, full-featured contact center solution capable of advanced routing, state of the art predictive dialing and much more.  

Mike Adolphy, Regional Director for UK and Ireland at CosmoCom explains that, "VanillaIP is a well established and proven Service Provider. They understand the hosted space within the UK and we are excited that their choice of CosmoCom will significantly broaden their unified communications offering to their customers and partners."   

VanillaIP will be showcasing their hosted contact center solutions in booth 516 at Channel Expo 2010 at the National Hall, Olympia, London from 12-13 May 2010. 

Read the more about VanillaIP and why they chose CCU.

TATA COMMUNICATIONS UNVEILS NEW HOSTED CONTACT CENTER WEBSITE

You don't have to look far to see that adoption of the hosted model is  accelerating rapidly among businesses worldwide. As a result CosmoCom has seen a tremendous amount of growth and activity among service provider partners globally who are benefitting from the growing demand.

One such partner who has been especially prolific, is India's Tata Communications. Tata has always done a terrific job of actively promoting their CosmoCom-powered InstaCC hosted contact center services. This is evident in the growing number of organizations who are turning to them to meet their customer communications needs with increasingly larger implementations.

Taking their promotional efforts a step farther, Tata just launched a new website for InstaCC at http://www.tatacommunications.com/InstaCC. The new site is attractive and easy to navigate, and does a great job of clearly and simply explaining the features and benefits of InstaCC. In addition to general information about InstaCC and contact center on-demand, it includes vertical specific content for BFSI (Banking Financial Services and Insurance), government, retail/travel and telecommunications as well as value-added services and an information center with assorted product sheets and case studies.

We wish Tata great luck with the new site and continued success with their InstaCC Contact Center Offering.

VIRTUAL CONTACT CENTER HOT AT EASTERN EUROPEAN SHOWS

SFC and CosmoCom Teams Take on Moscow and Kiev

Last month in the CosmoChronicle we reported how Ukraine-based systems integrator Sunflower Communication (SFC) added hosted contact center to their portfolio of CosmoCom-based offerings in the CIS region.  Since SFC unveiled the service, they've been actively making the rounds at major contact center shows in Eastern Europe and being met with enthusiasm by attendees visiting their booths.

In late March, SFC showcased their breadth of contact center solutions at Call Center World Forum 2010 in Moscow, Russia. The annual event is the largest of its kind in Eastern Europe attracting over 1,500 visitors over two days. CosmoCom's Nick Applegarth, VP EMEA, and members of CosmoCom's CIS team joined forces with SFC at the show to help them keep up with traffic in the booth. Visitors to the SFC exhibit were impressed by the rich feature set of CosmoCall Universe (CCU) 6 as well as the flexibility to deploy the virtual contact center technology as either a premise based or SaaS solution.

VOLCANOES GOT YOU THINKING ABOUT BUSINESS CONTINUITY?

In recent weeks the media has been full of news about how Iceland's Eyjafjallajokull volcano erupted after nearly two centuries, spewing tons of ash into the atmosphere. Unfortunately the resulting caustic cloud brought air traffic to a halt in many parts of Europe keeping many passengers from their destinations for days.

A few CosmoCom road warriors were among those inconvenienced by this unfortunate act of nature. However, their inability to return to their offices did not impact their ability to be there virtually. One of the benefits of CosmoCom's all-IP virtual contact center technology is location independence, so the stranded CosmoCom colleagues were able to log on to their browser-based agents and make and receive calls, and get screen pops, as if they were sitting in their own office.

Thankfully, all of our colleagues have made it back home safely now, but their ability to remain an active part of CosmoCom's informal contact center in spite of the inconvenience is a reminder of how virtual contact center technology can provide business continuity when man-made or natural disasters and pandemics threaten to curtail operations.

CosmoCom authored a timeless whitepaper called. "Business Continuity in the Contact Center: How Cost-Effective, Reliable IP Technology Can be the Answer" in the aftermath of 9/11 that is every bit as relevant today in making the argument for disaster preparedness with virtual contact centers. Feel free to download the complimentary Business Continuity in the Contact Center paper. We hope you find it useful and informative.

BE OUR GUEST AT AMERICAN TELEMEDICINE ASSOCIATION SHOW

In a couple of short weeks, CosmoCom  will be showcasing our CosmoHealth healthcare contact center solutions and expertise at the upcoming 15th annual American Telemedicine Association Annual Meeting and Exposition in San Antonio, Texas. The show takes place from May 16 - 18 at the Henry B. Gonzalez Convention Center in San Antonio.

Last year's show had a great turnout and the current conference promises to be even more interesting and exciting given the increased focus on telehealth and healthcare reform over the past year.

If you are in the healthcare field and planning to attend, we hope you'll join us in booth 942 to experience our healthcare contact center solutions and to discuss your individual patient provider communication needs with us. We look forward to seeing you there. Feel free to drop in, or if you would like to schedule time during or after the event with one of our experts, please contact Anthony Malley at +1 631-940-4287 or by filling out this convenient form and he'll be happy to assist you.

If you haven't yet made plans to attend, please take advantage of the VIP Exhibit Pass that will give you free access to the exhibit hall, compliments of CosmoCom. Either way, we hope to see you there!
 

COSMOCOM UK AT THE CUSTOMER CONTACT PLANNING FORUM

The CosmoCom UK team took a diversion from the usual business of supporting the growing number of Service Provider partners (like VanillaIP, mentioned above) to participate in the recent Customer Contact Planning Forum - Professional Planning Forum 2010 in Birmingham, UK on 19 April. The event was attended by over 400 operational planners and directors from across UK and Ireland who came to learn about every facet of customer contact and the part it plays in driving the best performance.

Eager to give attendees what they were looking for, CosmoCom was on hand to share the benefits of Unified IP Contact Center Technology with live demonstrations of CosmoCall Universe (CCU). The UK team showed visitors how CCU can improve customer contact and loyalty with increased flexibility and visibility, more efficient service and delivering real ROI (return on Investment) and lower total cost of ownership by consolidating contact centers, in an on-demand world.
 

Streamlining Public Health Care Appointments with IP Contact Center Technology
The editorial focus of the April/May issue of AnswerStat magazine is appointment scheduling and connecting with clinics. The editors chose to publish an article co-authored by CosmoCom in support of those themes including a case study. The article called Streamlining Public Health Care Appointments with IP Contact Center Technology  appears in both the print and online editions of the publication dedicated to healthcare contact centers.

Hosted Contact Center Advice
TMC editor Brendan Read sets up his April Customer Interaction Solutions article called "Hosting Hows and Whys" with the following quote, "Hosted or cloud contact center products, provided either by suppliers or third parties is becoming a mainstream alternative to buying and installing them on-premise. The key reasons for this demand and interest include capital and operating cost savings via reducing building footprint and IT support, greater scalability, continued and simplified access to technologies and improved security. Going hosted - also referred to as software as a service (SaaS) - is a major change, though, for organizations that are accustomed to owning and internally managing their solutions."  He then goes on and draws upon insights and advice from numerous industry experts and thought leaders, including CosmoCom EVP, Steve Kowarsky, to help readers better understand hosted contact center technology. The article was also published in the April 26 Communication Solutions eNewsletter.

 BITS & PIECES: SOME VOIP FACTOIDS

According to Gartner Organizations Expect to Maintain or Grow Their Use of SaaS
According to a recently announced Gartner survey of 270 IT and business professionals, more than 95 percent expect to maintain or grow their use of software as a service (SaaS).

VoIP Here to Stayy
According to a recent NACC (National Association of Call Centers) report on the North American contact center industry, "Despite the economic slowdown, interest in certain technology solutions continued. Voice over Internet Protocol (VoIP) passed the point of inflection in 2009 with more than 50 percent of the market reporting that they are using VoIP in their contact center."

Contact Centers Essential Part Enterprise Success
NACC also had encouraging words about the importance of contact centers to the enterprise, "The importance of the customer service function in the enterprise was verified during the recession of 2009 as companies relied on the contact center to maintain their critically important customer bases. The value of the contact center to the enterprise was proven once again. Whether times are good or bad, the contact center is an essential component of any successful business."

TRADESHOW NEWS: COMING ATTRACTIONS

	American an Telehmedicine Association 2010 Annual Meeting and Expo May 16 -18, 2010 Henry B. Gonzalez Convention Center San Antonio, TX, USA Join CosmoCom in booth 942 to learn more about CosmoHealth
	CBX (Customer Business Xchange) hosted by telx June 3, 2010 Marriott Marquis - Times Square New York, NY, USA
	ACCE June 14 - 17, 2010 Sheraton New Orleans Hotel New Orleans, LA, USA http://www.icmi.com/acce2010/ Visit CosmoCom booth 37
	ON-DEMAND 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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