IP Contact Center Technology Case Studies
Virtual Contact Center/Unified Customer Communications/Consolidation 2.0
Mobile Mentor Improves Agent Utilization, Reduces Costs and Achieves Rapid ROI
Sydney-based Mobile Mentor is a leading provider of mobile phone customer support and mentoring. To keep ahead of the demands of the growing mobile market, Mobile Mentor developed plans to aggressively grow their workforce and expand their geographic reach globally. After carefully mapping out a clear set of objectives for their contact center replacement project they implemented a premise-based virtual contact center platform from CosmoCom fully integrated with their CRM, improving Agent Productivity by 300% While Reducing Costs.
HealthGuard needed to improve the efficiency of their lifestyle management outreach programs. Also, their inbound legacy call center system lacked integration with their client information systems. HealthGuard solved both problems with a contact center platform that provided the needed inbound and outbound calling features, while preserving its substantial investment in PBX and telephones.
Gaz de France consolidated all their regional call centers and agents onto a single CosmoCall Universe platform integrated with SAP CRM and Cisco Call Manager and improved their customer service and scalability to meet future demands.
Alta colleges consolidated its 500 agents and three geographically dispersed call centers into a single virtual contact center using a CosmoCall Universe platform owned and operated by them. They improved service quality, reduced costs, and are able to handle higher call volume with few resources.
Samsung Electronics France consolidated its three outsourced call centers using three different ACDs onto a single CosmoCall Universe platform, hosted by Orange Business Services. Read how it reduced costs, improved service quality and gained more control using the hosted model.
Many regional sites promote tourism in local languages, yet function together as one unified system, via Consolidation 2.0 strategy.
ABS Associates founder and Chief Technology Officer Tom Mitchell had a vision of what a successful, productive contact center could look like. His vision was of a virtual contact center where agents could work from their own homes, client sites, other states, ABS offices, and even other countries. In Mitchell’s vision, the call center would come to the agents instead of the other way around.
This application note looks at a very interesting implementation of a virtual contact center that enables a local UK government to extend their informational services beyond the boundaries of their traditional contact center, giving citizens single number access to appropriate "specialists" at all levels of government as needed.
A leading North American wireless telco transform its multiple operations into a virtual call center with unified queues, routing rules, administration and reporting.
Contact Center On-Demand from Service Providers
Air Products Medical division helps improve the quality of life of some 325,000 respiratory patients worldwide. They chose BT NGCC as their global contact center platform for new projects or when existing solutions reach end of life. In Germany alone, legacy phone systems made it difficult and expensive to meet demands and they had no way to measure service levels or the productivity agents. Using BT's NGCC cloud-based contact center solution, powered by CosmoCom, they now exceed service levels targets and gain business agility while avoiding capital expense.
Smart Communications, Inc. (SMART) is the Philippines' leading wireless services provider with more than 40 million subscribers on its GSM network. When their existing communications infrastructure was no longer meeting their needs they fully upgraded their 1,200-seat multi-location customer contact center from a collection of legacy technologies to a CosmoCom-powered next-generation contact center solution delivered by ePLDT -- Unified Contact Center Plus (UCCP).
ING's Netherland HR Contact & Service Department in the needed to replace their underperforming legacy telephony system. They replaced their outdated technology with Online Contactcenter from Netherlands service provider Mtel and gained more control and better insight.
IMpact Retail is a growing retailer in Europe with multiple shopping brands (including: Prijstopper, It’s, I for You, Modern.nl and Best Five) and a mindset for excellence. When they needed more flexibility, capacity and insight that their existing contact solution could provide they chose Mtel's Online Contactcenter hosted call center service.
Amsterdam Trade Bank is a wholly-owned subsidiary of Russian Federation's largest commercial bank, the Alfa-Bank. When exponential growth meant that their existing telephony infrastructure could no longer adequately handle the ever-increasing volume and complexity of their incoming calls, the bank began researching replacement options, which led to a hosted solution from Mtel.
GSK Nutritional Healthcare develops and markets leading healthcare drinks and is part of UK headquartered GlaxoSmithKline (GSK), a pharmaceutical world leader. Their legacy telephony technology wasn't meeting their call recording and reporting needs, so with consumer expectations continually rising GSK Nutritional Healthcare sought a contact center solution. A review of the market led them to the BT Next Generation Contact Centre (NGCC) platform. A ready-to use fully hosted service, NGCC provides powerful multi-channel contact centre functionality on a subscription basis (powered by CosmoCall Universe). View a related video of GSK on BT NGCC.
SPD is a world leader in the research, design, production, and supply of advanced consumer diagnostic products including brands such as Clearblue and PERSONA. SPD wanted a new contact center that would integrate everything into a single easy-to-use package that they could update themselves. They chose BT's CosmoCom powered Next Generation Contact Centre (NGCC) solution to support 40 product-specific care and information lines across the European market. As a result SPD improved responsiveness while saving 30% on its annual bills.
SACYL is responsible for Public Health Services in northwest Spain, managing 14 hospitals, 241 health centers and 3650 local clinics spread across its territory. SACYL wanted to implement a robust and scalable call scheduling service for all of their facilities with speech-enabled IVR and intelligent routing to live help. Telefónica developed a call center solution that allowed SACYL to provide user-friendly 24x7 appointment services using natural language IVR on-demand combined with CosmoCom-based contact center on-demand.
ePLDT, a subsidiary of PLDT, the largest Philippine Telco, used CosmoCall Universe as the foundation for Contact Center Plus, the first Contact Center On-Demand business in the Philippines. Read how it combined its call center outsourcing and BPO experience, extensive IT Infrastructure and carrier services to create this new and highly successful CCOD business serving the Asian and U.S. markets.
After a decade of successfully building “best shore” global call centers, Etech Inc, a leading BPO provider was evaluating options for increasing the size of its operations. As a Tier-1, preferred provider for several Fortune 500 companies, Etech Inc, had five call center facilities in the U.S. and India with a total capacity of more than 1,500 agents. Tata's InstaCC hosted offering allowed Etech to achieve their goals and move with market demand.
Intelleca, a leading CosmoCom VAR business partner expanded its business by establishing the first multi-tenant CCOD business in South Africa. Read about their thriving new business made possible by CosmoCall Universe.
A major European airline seamlessly integrated low-cost, offshore agents into its contact center infrastructure with no capital investment by choosing a Contact Center On-Demand solution.
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