COMPLIMENTARY MULTI-SITE CALL CENTER WEBINAR - JUNE 10

Join ContactBabel and CosmoCom for Informative Webcast

On June 10, at noon Eastern time, join ContactBabel founder, Steve Morrell, and CosmoCom VP, Steve Kaish, for a live interactive webcast on Best Practices for Planning a Multi-Site Call Center Deployment.

Businesses operating multiple contact centers often realize many potential benefits, accompanied by various challenges. Multi-location operations have access to a broader pool of talent; enable a mixture of on-shore, off-shore, and home agent staffing; and have the opportunity to improve overall operational efficiency by pooling resources. Challenges include balancing workload, distributing administrative responsibilities, consolidating reporting, managing a distributed workforce, and ensuring continuous operations. Choosing the right technologies and delivery model to support a distributed call center strategy requires careful planning.

ContactBabel recently conducted an operational review of several hundred contact center operators. The study provides insights into the benefits of virtual solutions in multi-site contact centers, the rate of adoption for such solutions, and key requirements. In this webinar, founder Steve Morrell shares key findings from ContactBabel's operational review. We will also explore best practices for achieving good results, and details of some successful migrations to virtual contact centers in both mid-size and large-size operations.

Among the things you'll learn:

• Why companies are moving to virtual contact centers
• Challenges of managing multi-site contact center operations
• Where home agents and outsourcers fit in a multi-site approach

• Real-life examples of multi-site virtual contact centers

BECHTLE EXPANDS ITS SOLUTIONS PORTFOLIO WITH
COSMOCOM STRATEGIC PARTNERSHIP

CosmoCom recently announced a strategic partnership with German-based Bechtle GmbH & Co KG, Darmstadt to provide advanced IP virtual contact center solutions in the DACH region of Central Europe.  Bechtle is one of Europe's leading IT service providers with more than 50 system houses in Germany, Austria and Switzerland serving more than 56,000 industrial, public sector and financial market customers.

While the CosmoCom announcement may be new, the two companies have been working in cooperation together for some time including exhibiting together at CallCenterWorld Germany the past two years.

Since 1983 Bechtle has been a trusted provider serving the wide and varied IT needs of enterprises in the DACH region. To meet the growing demand for professional contact center solutions, they forged a strategic partnership with global virtual contact center technology provider CosmoCom. As a result Bechtle will serve as both distribution partner as well as systems integrator of CosmoCall Universe (CCU) in Central Europe.

Read more, including why Bechtle chose to partner with CosmoCom.

COSMOCOM WINS SOFTWARE AWARD FOR COSMOHEALTH

On May 5, CosmoCom's healthcare contact center technology, CosmoHealth won a prestigious 2010 Long Island Software Award (LISA). Presented by the Long Island Software and Technology Network (LISTnet), the LISA recognizes innovation and excellence in software development by Long Island-based companies. The award was presented during a gala ceremony at the Garden City Hotel in Garden City, NY.

 "Over more than a decade, we have won many dozens of awards for our core all-in-one, IP contact center platform. We are pleased that our healthcare contact center expertise is also being recognized with the highest honor of its kind in the region," said CosmoCom CEO, Ari Sonesh, "We dedicate this award to our many healthcare customers who have helped shape CosmoHealth."

Learn more about CosmoHealth at http://www.cosmcom.com/HealthcareContactCenter

COSMOCOM TECHNOLOGY HELPS UNIFY PUBLIC HEALTH SERVICES IN SPAIN

On-Demand Contact Center with Natural Language IVR
Powers Innovative Healthcare Scheduling Solution

In May, CosmoCom announced that SACYL, the umbrella organization responsible for public health service in northwest Spain, has implemented a CosmoCom-powered custom contact center solution from Telefonica. The solution has enabled SACYL to unify customer communications among the public health service systems and provide user-friendly 24x7 appointment services with automated and live attendants serving the more than 2.5 million inhabitants of the Castilla y León (CyL) region.

"Before implementing the new contact center solution, our citizens complained about long waits and difficulty when trying to arrange medical appointments by phone," said Jesús García Cruces, Director General of Health Development, SACYL, "Improving accessibility to primary care for our citizens became our first and foremost mission. We developed an e-health strategy including use of ICT (Information and Communications Technology) to improve care and enable citizens to easily manage their health care appointments, 24 x7, through both an automated speech-enabled system as well as intelligently routed interactions with live attendants located throughout our extensive health network"   

CosmoCom service provider Telefónica helped SACYL implement their ICT strategy with a centralized system using their CosmoCom-powered Contact Center on Demand (CCOD) services with sophisticated natural language IVR (Interactive Voice Response). The result was a custom-tailored solution -- unique to the public health sector -- that manages the whole appointment process. The on-demand model enabled the rapid deployment of the service to all SACYL Health service locations, including unlimited consolidated virtual call center sites as well as remote teleworkers."  

Mr. Cruces added, "Feedback has been undoubtedly positive since we launched the new service. Wait times are drastically reduced during peak hours and the efficient handling of self-service calls enables administrative staff to focus on important care tasks - improving efficiency and contributing to a more sustainable health system.  The platform has proven very flexible and versatile and we are considering many other applications of the technology to maximize its use."

"Our partner Telefonica has provided another fine example of how contact center technology is improving healthcare around the world," said Ari Sonesh, CEO CosmoCom, "The citizens of Castilla y Leon now have a dependable and user friendly system in place for scheduling their healthcare needs."

Read a more detailed case study.

WHERE TO CATCH UP WITH COSMOCOM IN JUNE

Summer is unofficially starting in the Northern hemisphere, but don't run off to the beach yet. Instead, catch up with CosmoCom In June at one of the conferences and events we'll be exhibiting at.

On June 3, representatives of CosmoCom Headquarters in New York will be at the Marriott Marquis - Time Square in Manhattan at the annual CBX (Customer Business Xchange) hosted by Telx. If you are a service provider and plan to be at the event, be sure to look for CosmoCom to learn how we can power your customer care and/or cloud-based contact center offering needs.

Next on the list is ACCE Conference and Expo in New Orleans, LA, USA. This year's event combines the ICMI Call Center Demo and ACCE events under one roof with the goal of helping enterprises with their contact center and customer communication needs. If you are planning to attend the show, CosmoCom experts will be in booth 37 to demonstrate CCU and answer all your questions.

At the same time, in the UK, CosmoCom will be teaming up with UK service provider, QCC (Quick Contact Centre) at the 5th Annual Customer Management Conference, sponsored by CallNorthWest, on June 15 in Manchester UK. We hope you'll join us there to learn how cloud-based contact center can benefit your business and how CosmoCom and QCC can help.

Finally, back in the US, as ACCE is winding down, you can also find CosmoCom exhibiting at the Conference of Physician Referral & Health Information Call Centers in Atlanta, GA from June 16 - 18. If you are a healthcare organization and are planning to attend the conference, make sure you stop by to learn more about unified patient-provider communications and CosmoHealth.

Of course if you won't be able to catch up with CosmoCom at one of these events, you can still learn about multi-site contact center deployment without leaving your desk at our June 10 webinar (see the story and link above)

Virtualization: A Winner for Multisite Contact Centers
Inspired by CosmoCom's new release on multi-site contact centers, editors at CIOToday and sister publications ran a story on contact center virtualization. The opening teaser frames the article well, "While 'virtualization' might just seem like the 2010 buzzword of the year, new research confirms that joining multisite contact-centers into a single 'virtual' center will boost efficiency and cut costs. Some of the other benefits of virtualization include better handling of calls during peak traffic and access to a wider talent pool of call center reps." Read the full article on CIO Today

And if you are interested in learning more about multi-site contact center deployments be sure to register for our June 10 webinar on the topic  (details above).

TRADESHOW NEWS: COMING ATTRACTIONS

	CBX (Customer Business Xchange) hosted by telx June 3, 2010 Marriott Marquis - Times Square New York, NY, USA
	WEBINAR - June 10 Best Practices for Planning a Multi-Site Call Center Deployment   In this webinar on Multi-site Contact Center Deployment, ContactBabel founder Steve Morrell shares key findings from their research and CosmoCom will explore best practices for achieving good results, and details of successful migrations to virtual contact centers in both mid-size and large-size operations. Learn More and Register
	ACCE June 14 - 17, 2010 Sheraton New Orleans Hotel New Orleans, LA, USA http://www.icmi.com/acce2010/ Visit CosmoCom booth 37
	5th Annual Customer Management Conference 15 June 2010 Manchester City of Stadium Manchester, UK Visit CosmoCom and Quick Contact Centre
	Conference of Physician Referral & Health Information Call Centers June 16 - 18, 2010 JW Marriott Buckhead Atlanta Atlanta, GA, USA Visit CosmoCom booth 19
	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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