CosmoCom Provides Guidance for Improved Customer Experience and Cost Reduction in Contact Centers

New Consolidation 2.0 Whitepaper Explains Trends in Contact Center Technology and Operations

MELVILLE, NY – February 5, 2008 – Ask IT professionals what trends are shaping their industries and their answers will include globalization, outsourcing, offshoring, and telecommuting. Platform consolidation is a recurring theme, and contact center technology is no exception. The virtualization of the global workforce is driving IT professionals to look for better ways to communicate through so-called EON (Everything On Network) technologies that encompass voice, email, fax, SMS, web chat, collaboration and video. With a Contact Center Consolidation 2.0 strategy, organizations can support many diverse contact center operations and applications on a single platform that enables global distribution of the agents. To help IT professionals better understand its impact, CosmoCom has developed "Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations," a whitepaper that discusses the technologies and strategies involved. The complimentary guide is available for download from http://www.cosmocom.com/to/Consolidation20wppr

"CosmoCom is the leading exponent and the leading provider of Contact Center Consolidation 2.0, which brings together all communication channels and major contact center functions for Unified Customer Communications," said CosmoCom EVP and whitepaper author Steve Kowarsky. "This trend is revolutionizing the entire range of business and customer interactions, in formal call centers and beyond, for all information workers."

Consolidation 2.0 is provider neutral. It can be deployed via a traditional premise-based system or hosted by one of many global service providers that have Consolidation 2.0 offerings. With Consolidation 2.0, enterprises gain the efficiency and cost reduction benefits of consolidation without compromising the unlimited deployment flexibility of an IP communications architecture. Consolidation 2.0 combines the many diverse contact center needs of the enterprise on a single platform that integrates quickly and easily with other VoIP network components as well as the overall enterprise Information Technology environment.

The whitepaper (http://www.cosmocom.com/to/Consolidation20wppr) explains the benefits of Consolidation 2.0 and demonstrates that it is the best way to meet the contact center needs of today’s global business environment.

About CosmoCom
CosmoCom, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, VSNL, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.

All product and company names herein may be trademarks of their registered owners.

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