If you want to know what your customers experience when they use your self-service voice and web solutions, internal monitoring alone won't really tell you. Think about it - even if you have the very best internal monitoring systems in place:
» Frequency of issues detected, including access failures, dropped calls, host downs/unavailables, and unacceptable performance
» How to configure notification strategies that target the appropriate support resource
Having the right tools enables success, and in contact centers that means employing cost-effective solutions that provide seamless interactions with prospects and buyers, especially in the heavily competitive wireless market including in countries like India where cellphones are the phones.
For that reason S Tel, a recently launched mobile services brand in India, formed an alliance with service provider Tata Communications (
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CosmoCom’s CosmoCall Universe, to enable to serve its customers. S Tel, a joint venture between Siva Group (formerly Sterling Infotech Group) and BMIC Limited, a subsidiary of Bahrain Telecommunications Company (Batelco), has deployed the solution for its Bihar & Jharkhand, Odisha and Himachal Pradesh markets. It is undertaking an aggressive roll-out plan in growth markets of Jammu& Kashmir, Assam and North East in the coming months.
Tata Communications’ InstaCC service is an end-to-end IP solution, providing virtualization and consolidation for centrally managed multi-site contact centers. The InstaCC solution has been chosen by S Tel to incorporate their outsourced customer care providers into their virtual contact center for uniform customer care across all contact points with universal reporting to ensure compliance.
“S Tel being the youngest telecom brand in the Indian telecom arena, we have already clocked half million subscribers within few weeks of launch, across its three operating circles in India,” said Shamik Das, CEO, S Tel. “Our core values of being Simple, Swift (
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“With InstaCC, we provide a very flexible contact center environment which helps our alliances to have a very effective customer service strategy by standardizing the customer experience across their operating circles’ service areas,” added Alok Bardiya, vice president, managed services and marketing, Tata Communications.
“We are pleased to help support S Tel’s rapid growth out of the gate,” stated Ari Sonesh, CosmoCom CEO. “Tata’s service offering is a terrific example of the flexibility and scalability of our CosmoCall Universe virtual contact center on demand platform. End users benefit in so many ways, such as consolidated management of all call center operations – including outsourcers - with the flexibility to deploy agents as needed.”
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