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The Blueprint for a Superior Vertical Contact Center: Start with a Strong, All-IP Foundation

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TMCnews Featured Article


September 03, 2010

The Blueprint for a Superior Vertical Contact Center: Start with a Strong, All-IP Foundation

By Tracey E. Schelmetic, TMCnet Contributor


Systems integrators are often tasked with building the most important part of a client’s business – the contact center. A good systems integrator understands its clients’ needs and their business and customizes a contact center that aligns most closely with the needs of the clients’ vertical. To succeed today, particularly in a specialized, customer-focused industry such as financial services, one size does NOT fit all.


Eason Tech is a Taiwan-based systems integrator that helps its customers build highly customized contact centers. By overseeing installation of complete contact center solutions and combining the base platform installation with custom solutions of its own, the company is able to provide its customers – which are primarily financial service and insurance companies – with innovative ways to automate their operations for maximum performance and efficiency.

The importance of success in building customized solutions for customers is starting from the right place with an end-to-end contact center solution. Eason Tech chooses CosmoCom, an all-IP contact center suite broad enough and flexible enough to allow Eason to build contact centers that meet all its clients’ customer interaction management needs. Eason begins with CosmoCom (News - Alert), then integrates its own applications that complement and extend CosmoCom to create a complete solution for its clients’ call center operations. Eason’s own applications include specialized CRM and telemarketing front-end systems developed specifically for the financial services and insurance verticals.

K.C. Hong, General Manager of Eason Tech, recalls the reasons Eason chose CosmoCom after evaluating other platforms. “Over time it became clear that our customers could benefit from more advanced contact center solutions and a ‘whole’ offering would give us a clear competitive advantage,” said Hong. “We narrowed our sights on CosmoCom’s virtual contact center technology because it had all of the features our customers and prospects required with extremely robust and flexible integration capabilities to our CRM applications, which was an absolute requirement.”

Eason’s clients have complex needs: their overall contact center entity may consist of a number of offices spread out across a country or across the world, plus sales reps who may be located anywhere at any time, but still need to be part of the larger customer support system. In essence, Eason uses CosmoCom to build virtual contact centers for its clients: all touch points of a service organization connected together on one high-availability platform. When a systems integrator such as Eason has the need to strongly focus on its clients’ vertical markets rather than pick a one-size-fits-all approach, their very best tool becomes a strong foundation of an all-IP technology solution that enables channels to customize their offerings to suit their particular customer base and areas of expertise.

CosmoCom’s CEO, Ari Sonesh, commented, “Eason Tech has been an outstanding partner in the APAC region. They saw the synergy in our respective technologies and created a value-added contact center solution that really helps their BFSI (Banking, Financial Services and Insurance) and telecom customers to achieve their business goals.”


Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Patrick Barnard







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