|
COSMOCOM GLOBAL MEETINGS JUMP START 2004
For a week in mid-January, CosmoCom employees from around the
globe once again gathered for our Global Sales Meeting (GSM) and
Global Technology Conference (GTC). The side-by-side events were
designed to bring our distributed organization together to
exchange ideas and information on our products, our customers
and the continuous improvement of our technology.
The GTC was a hands-on event where developers, engineers and
quality assurance professionals rolled up their sleeves and
really got under the hood of CosmoCall Universe. The intensive
sessions were designed to cover every technical facet of the
product. Detailed presentations and workshops updated everyone
on what’s new in our evolving product line. Engineers met
face-to-face to share best practices for implementation,
integration, and support, and the relationships between
development and implementation professionals within CosmoCom
were strengthened.
In a nearby auditorium, the Sales and Marketing staff were
also sharing experiences from the front lines in energetic
exchanges focused on customer needs and the growing market for
Contact Center On-Demand. A significant part of one day was
devoted to a workshop led by Erik Laurence, VP of Business
Development and Product Management, about the business case for
CCOD, and about how we are helping customers succeed through the
CosmoVantage™ market success program. Another valuable session
explained the benefits of CosmoCom's utility pricing model for
our service provider customers (see
press release).
"These were our best global meetings yet," said CEO
Ari Sonesh. "We began 2004 by sharing valuable knowledge
and raising the level of global teamwork among all of our
people. I know it’s going to be a very good year for CosmoCom.”
STATE OF
THE COMPANY
Message from CosmoCom's
President and CEO, Ari Sonesh
Each year in January, I present an annual report on the “State
of the Company,” first to our Board of Directors, then to the
company as a whole. I would like to share the highlights of this
report with the readers of this newsletter.
Looking back at 2003 in the overall telecom space, I would
say that it was the Year of VoIP as well as the Year of
On-Demand (Utility) Computing. Both of these concepts entered
the mainstream in a big way during 2003, and both strongly
support the strategic direction of CosmoCom.
For CosmoCom, 2003 was a year of significant growth,
including market share, revenue, and organization. We increased
our share of the Contact Center On-Demand (CCOD) market, growing
from 5 to 11 major telco customers. 2003 revenue was up about
40% over 2002. And we expanded the size of our organization,
both by acquisition by organic growth. Growing acceptance of the
CCOD concept by telcos and industry analysts, and the beginning
of serious customer uptake, confirms that we are on the right
track.
In addition to our CCOD progress, the second prong of our
strategy, the OEM initiative, is going extremely well with BT
Contact Central, and there are now several candidates for
significant OEMs in other parts of the world.
Looking ahead toward 2004, I expect a very good year for
CosmoCom. In our first press release of this year, I predicted
that 2004 would be the Year of CCOD. In other words, this will
be the year when the recognition of CCOD as a logical and
significant application of the whole On-Demand concept achieves
widespread acceptance. We already see this starting to happen,
and this is good news.
Our key strategic objectives for 2004 are to:
- maintain and expand our global market share in CCOD
- maintain our CCOD technology leadership
- actively help our CCOD service providers to succeed
- support and expand our OEM and channel presence
- prepare the organization for exponential growth in 2005
All of the detailed plans we have made to guide the company
in 2004 are oriented to these objectives. Be sure to keep an eye
on our press releases and on the CosmoChronicle to see how these
plans unfold.
I am wishing all of you a 2004 as excellent and prosperous as
the one I am expecting for CosmoCom.
Ari Sonesh
President and CEO
MAJOR
EUROPEAN CATALOGUE RETAILER IMPLEMENTS
COSMOCOM-BASED ON-DEMAND CONTACT CENTER SOLUTION
e-Commerce Operations are
Streamlined and Migration to an Enterprise-Wide,
1200-Seat Distributed Contact Center Environment is Begun
Based in France, with both catalogue and
retail operations throughout Europe, this company recently
launched a Web store whose rapid success mandated more effective
integration with contact center operations than their existing
product could deliver. Specifically, that product could not
interleave email requests from customers with regular inbound
phone calls to agents; as a result, it took up to three days for
agents to respond. But in their drive to optimize customer
service, the company wanted agents to completely research and
respond to email requests in less than one hour. To further
improve service levels, the company also wanted an upgraded
solution that enabled customers to request and schedule
telephone or Web chat call-backs at their convenience.
The company met these goals with an
on-demand solution offered by a nationwide service provider that
is based on CosmoCall Universe. Already successfully being used
by 50 agents, this solution has empowered the retailer to meet
its performance and customer enhancement objectives with no
capital investments, no implementation costs, and no maintenance
overhead.
Another benefit of the solution is the ease
with which IVR scripts can be implemented and modified to adapt
to changing conditions and needs. A simple, browser-based, drag
and drop tool allows these changes to be made instantly with no
advanced training or programming requirements.
In addition, the solution has opened the way
for a longer-range migration to a distributed contact center
infrastructure with centralized management control. Where the
company now has three large centers, they would prefer a number
of geographically smaller sites in order to take advantage of
local and offshore labor pools. Since their on-demand solution
powered by CosmoCom’s platform is IP-based, any authorized
individual with access to a Web-enabled PC can function as an
agent—regardless of their location.
Read
more CosmoCom success stories...
|
