CosmoCom, a leading global Unified Customer Communications (UCC) services provider, has changed the face of business/customer interactions through its state-of-the-art hosted contact center platforms.
One of its offerings, CosmoCall Universe (CCU), is supported by an advanced Contact Center On-Demand (CCOD) system, harmonizing communication channels and major functions at various levels in a contact center; thereby enhancing the quality of service
and revenue generation.
The company is also reckoned as a pioneer in Call Center Consolidation 2.0 strategy and boasts of an esteemed clientele, including BT, Deutsche Telekom (
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Alert), France Telecom, Telefonica, NTT, VSNL, PLDT, and Verizon Business.
Recently CosmoCom announced that VisitBritain, Britain’s leading tourism agency, has successfully built its global virtual contact center using CCU. VisitBritain’s global system has thirteen points of presence and regional operations spanning 36 countries.
Ronald Rubens, CosmoCom’s Regional VP of EMEA, stated, “The VisitBritain application is a great example of Consolidation 2.0.”
“One platform supports a widely distributed global call center consisting of many individual sites. With our technology, this is feasible, simple, and cost effective,” Rubens continued.
In addition to supplying printed material and website content to tourists, VisitBritain handles their travel-related queries through overseas contact centers. The company’s well-informed staff is trained to comprehend the cultural needs of travelers, providing information relevant to their itineraries.
In order to minimize costs and centralize operations, the agency has implemented several points of presence near countries of origin of most prospective tourists, such as, Amsterdam, Berlin, Brussels, Delhi, Hong Kong, London, Madrid, Milan, New York, Paris, Sydney, Stockholm, and Tokyo. The agency has also established a true global call center to avoid burdening itself with dozens of separate and disconnected call centers. The global call center is both local as well as central at the same time.
“Our global virtual architecture supports any number of sites and any mix of large and small sizes,” Rubens added.
The system intelligence that routes the tourists’ call is based in London. However, a call initiated and answered in Delhi, for instance, will be treated as a local call. Calls are generally attended by local agents, yet the global virtual nature of the system help the agents to accept the call through low-cost IP
links.
CosmoCom’s Consolidation 2.0 strategy renders agency’s call center managers a comprehensive view of total agency operations. They can now supervise and monitor agents, evaluate performance, and revert as and when required.
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Rahul Prabhakar is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
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