Contact Center Technology for Teleservices Outsourcers:
Win Twice with All-IP CosmoCall Universe™

Increase Business Agility, Reduce Costs, and Offer New Services to your Clients

Teleservices outsourcing can be a challenging and highly competitive business sphere to operate in. To meet your profitability objectives, your contact center technology has to address today’s business needs and tomorrow’s. You need a highly reliable system that will scale as your business scales, and provide you the flexibility to quickly adapt to the changing needs of your business as well as the dynamic needs of your clients. You need to make the most efficient use of your personnel, regardless of their location. You want to be in a position to offer new services to your existing client base, and have compelling differentiators to attract new clients. You need the unprecedented flexibility of CosmoCall Universe and Consolidation 2.0.

Consolidate

Consolidation 2.0 makes it possible for you to meet and exceed your clients’ communications expectations in a way that makes economic sense for you. Rather than manage a diverse set of technologies, you can consolidate all customer interaction management on a single platform, scalable to whatever your business needs are now, or will become tomorrow. Whether your company is at a single location or is highly distributed, a CosmoCall Universe platform will gracefully route any and all customer interactions to the right person, whether that is your own onshore or offshore call center representative, an at home agent, a partner’s agents, or even your client’s own employees.

Because of its all-IP architecture, CosmoCall Universe is inherently virtual, so unlike legacy platforms, it supports home agents and offshoring right out of the box. The cost reduction opportunity represented by these two trends is unstoppable in the outsourcing industry, but the management and quality challenges are formidable. Virtualization promises complete visibility and centralized management and administration of distributed operations. CosmoCom's IP architecture makes virtualization feasible and affordable. CosmoCom can facilitate your transition to offshore and home workers so that you can compete effectively with very large players who have invested heavily in developing their own technology to support these capabilities.

And through its multi-tenant architecture with tenant self-administration, CosmoCom’s technology consolidates any number of virtual call centers, each with its own unified administration and reporting. You can deploy this technology yourself, or work with one of the service providers who offer Contact Center On Demand (CCOD).  You can even offer your own CCOD services yourself, hosting your client’s CSRs on your CosmoCall Universe system in conjunction with your own CSRs, or even independently of your own manpower.

Offer Unique Client Services

Whatever your clients’ contact center needs, CosmoCom has a solution to unify operations and provide valuable new serivces. Inbound or outbound, single-site or multi-location, voice, video, email, and chat - CosmoCom provides the technology to consolidate your call centers in an on-demand world.

CosmoCom’s unique permission control structure enables you to provide clients with various levels of oversight and control, which can to fully adapted by your business model. You have the option of allowing clients to monitor “their” calls live and/or review recorded calls and agent on-screen activity.  Clients can also be given permission to review call handling statistics – using real time or historical data. You can even have your clients’ own employees handle calls – either routed directly or transferred from your agents – all hosted from your own infrastructure.

Hosting your clients’ employees puts you in a new business – Contact Center on Demand.  Your clients can now insource the personnel, while outsourcing the technology and the associated operations.  This revenue generation opportunity is empowered by CosmoCom’s unique multi-tenant architecture.

Whatever your contact center needs, CosmoCom has a solution to unify your customer communications. Inbound or outbound, single-site or multi-location, any media - CosmoCom provides the technology to consolidate your call centers in an on-demand world.

CosmoCall Universe For Your Current Operations?

Outsourcers of every size and shape can benefit from Consolidation 2.0 as enabled by CosmoCall Universe. Both the traditional premise-based deployments and the hosted offerings of service providers bring the same advantages.

Unified Contact Center Technology.
Designed from the ground up to unify all communication channels and all contact center functions.  

All-IP Architecture - One Connection. 
One IP Network is all it takes. CosmoCall Universe's all-IP platform means that no additional connections are required-even for accepting traditional telephone calls.  

Multiple Locations, One System - Virtual by Design 
CosmoCall Universe's all-IP solution means you can locate your CSRs wherever it makes the most sense—in multiple centers, at home, or even on the go—AND consolidate them all with one network, one set of business rules, and one set of reports.

Scalable High-Capacity, High-Availability Architecture. ; 
Provide the reliable service your customers demand. Near linear scaling to thousands of agents, telephone callers, Internet callers, and messages.

  Multiple Account and Multi-Tenant with Self-Administration
Use each agent for any number of clients, and track activity by account. Or, divide the system into virtual call center partitions, each of which can operate as a secure virtual call center. Even provide Contact Center On Demand services – hosting your clients’ customer service representatitives on your platform. If you won’t want to manage the platform yourself, get a fully managed solution provided by a service provider.  .

Browser-Based Clients
Browser-based clients for agents, supervisors, and administration allow any PC with an IP connection to serve any system function at any time.

Rapid Implementation
With a high level of pre-unified functions, a standard application development environment, and APIs that simplify external integrations, even with complex IT environments, CosmoCall Universe reduces the costs and risks associated with contact center projects and, most important, brings them in on time and in less time than any other approach would allow.

Efficient and Productive Outbound Dialing Campaigns
Keeping agents productive is always challenging, and doing so without abandoning customer calls is even more challenging.  Furthermore, government regulations in many countries make it imperative to strictly control abandoned calls.  CosmoCom's CosmoDialer uses the most effective dialing algorithm in the world to meet this challenge, delivering the highest possible agent productivity within abandoned call limits. And with CosmoCom’s highly scalable, Virtual-by-Design solution, large groups of agents can be combined together into a single operation, regardless of their locations.

New Services with CosmoCall Universe

Contact Center On-Demand™ (CCOD, also known as hosted contact center or network-based contact center) is a new IP-enabled service that now represents a major opportunity in the contact center industry. Telcos and other service providers are profiting from CCOD, and teleservices outsourcers are uniquely positioned for this opportunity because:

• Outsourcers are an ideal channel for CCOD
• CCOD can contribute substantially to outsourcer growth
• CCOD from other service providers could be a serious competitive threat

Outsourcers are the perfect channel for CCOD. Their sales organization is already in touch with the prospects. Outsourcers can use their unmatched knowledge and experience in the industry to win deals and build a track record of CCOD success while other service providers are still just getting oriented to call center applications.

Because of CCOD’s compelling value proposition for the customer vs. traditional premise-based solutions including those from outsourcers, analysts project that CCOD will claim at least a third of all contact center seats in the next decade. Will some of your current projects migrate to CCOD providers if you don’t offer CCOD? Will you miss some great new opportunities if you can't provide CCOD? It’s easy to see why some of the world’s leading outsourcers are now offering CCOD, and why many more will be doing so in the near future.

CosmoCall Universe is the leading enabler of CCOD services in the world today. It has been selected as a CCOD platform by more top-tier telcos than any other product of its kind. CosmoCom offers not just technology, but also marketing support via the CosmoVantage marketing program, and direct selling assistance from its sales and salels engineering personnel. We understand that your success is our success, and we're committed to doing what it takes to make you successful with CCOD.

With possibilities like these, you can't afford not to look at CosmoCall Universe and its potential contribution to growing revenue and profit in your company. Contact CosmoCom today and we'll be happy to show you how you can fulfill this potential.

Additional Reasons why CosmoCall Universe is the Choice for Teleservices Outsourcers