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Tata Communications Improves Services for Indian Hosted Contact Center Outsourcer

By Anuradha Shukla
TMCnet Contributor

The performance of the contact services supplier directly affects end customer satisfaction which underlines the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing appropriate key performance indicators.

To manage customer contact services suppliers, CosmoCom, a provider of Contact Center Consolidation 2.0, announced that Indian call center outsourcer, Epicenter Technologies, is improving their collections services utilizing the InstaCC cloud-based Hosted contact center offering from Tata Communications.

Epicenter is using the CosmoCom (News - Alert)-powered customer communication platform to support their blended inbound and outbound collections projects for their clients, which include many Fortune 300 companies.

Epicenter Technologies Pvt Ltd is part of the $2.4 billion Kalyani Group. Epicenter chose the CosmoCom-based hosted contact center service for its reputation for being a solid platform; the network-based architecture; the network-based architecture; the inherent scalability of the on-demand model; and the proven hosting reliability from industry leader Tata Communications (News - Alert). Furthermore, the option to add web and email to their contact channels supports their future plans.

Epicenter Technologies Pvt. Ltd. is one of India's Leading Customer Contact Centre’s providing Voice and Non Voce Services in the areas of Collections, Sales and Customer Service. 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 of today - and tomorrow.

Ashish Pachwadkar, Epicenter’s CTO said that the company has found InstaCC to be the best and most reliable customer service technology platform which ensures predictable performance to exceed customers’ SLAs. Besides using the service to handle skills-based routing of incoming calls in their call centers, Epicenter is finding success employing the platform for their late stage collections activities, running dialing campaigns 16 hours/day, six days a week.

Ari Sonesh, CosmoCom’s CEO, commented that it is a great example of how CCU provides the rich contact center feature-set required by outsourcers and collections agencies, as well as a showcase for the value of cloud-based contact center.

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