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Milgam City Services in Israel Implements CosmoCall Contact Center Technology
Milgam City Services in Israel has selected and implemented the CosmoCall Universe (CCU) all-in-one contact center suite to support their outsourced and insourced services to utilities and municipalities throughout Israel.
For nearly 30 years Milgam has been providing an array of outsourced collections and related services to local municipalities and water authorities in Israel via distributed operations throughout the country.
After thoroughly testing a number of solutions, Milgam found CosmoCom's (News - Alert) virtual call center platform to be the most flexible, easy-to-use and capable of meeting their complex demands.
Officials with CosmoCall said that the unified, all-in-one nature of CCU, enables Milgam to use the inherent recordingand other advanced functionality instead of purchasing separate, disparate components.
Company officials said that the virtual contact center technology also fits well with their distributed organization and their future plans for remote agent insourcing and home workers.
“We are very satisfied with our decision to have CosmoCom as our contact center technology supplier,” said Daniela Koblentz, national enterprise manager at Milgam,in a statement.
“With CosmoCom we were able to rapidly deploy a complicated call center, serving over 20 municipalities and water corporations,” said Koblentz.
“The familiar Windows environment enables me – as a non technical person – to easily script call flows, create real-time reports and make changes as needed,” he added.
The initial 20 municipalities are only the beginning; Milgam's goal is to have more than 50 rolled-out by the end of the year.
“Milgam is a true success story of a company that was not technically oriented, but with very complex demands. They were able to implement a wonderful service for their customers in a very short period of time,” said Moshe Harari, regional director of CosmoCom.
Harari said that most important to Milgam is that they can manage their own system and implement new customers and services independently.
CosmoCom provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Juliana Kenny
