Contact Center Solutions Featured Article

CosmoCom, provider of a unified, all-IP contact center suite to assist enterprise clients, has announced that the customer contact center run by SMART Communications Inc., one of the top telecommunications companies in the Philippines, has adopted the Unified Contact Center Plus system, a CosmoCom-backed hosted service that is a product of communications and information technology firm ePLDT Inc., a sister firm of SMART.

SMART Communication runs one of the largest Southeast Asian multi-site contact centers that has implemented the UCCP system. This reflects the growing global trend towards Software as a Service as well as hosted virtual contact centers.

ePLDT used the CosmoDesigner tool to craft a self-service Interactive Voice Response to enable SMART to more efficiently use its resources. This upgrade enables prepaid subscribers-the bulk of SMART's 40-million strong and growing user base-to find out about balance details and receive information over SMS instead of queuing to speak with customer service agents. UCCP has also enable SMART to deploy agents more effectively and quickly and launch outbound marketing campaigns more rapidly.

Adrien Tan, Technical operations manager at SMART, said that the many innovations created around the self-service capabilities of CosmoCall Universe have helped SMART's service-level metrics improve dramatically. Tan said that the company saw the value of adding new infrastructure to support its 1,200 distributed agents, such as CTI screen-pop and IVR.

In addition, these agents were located across six different locations, making it a dire necessity to use a single virtual contact center solution in order to ensure efficient enterprise operations and consistently high quality customer service. Tan concluded by saying that the CosmoCom and ePLDT teams were able to craft an all-IP and all-SIP contact center that was compatible with SMART's Nokia Media Gateways, and which proved very flexible and easy to use, and which, thanks to its quality monitoring and unified recording capabilities, was able to replace older infrastructure without requiring expensive new investments in new telecommunications equipment.

Ari Sonesh, CosmoCom's CEO, said that the company was delighted to welcome SMART to the community of telecommunications firms using the CosmoCom system. Many of the largest mobile and fixed carriers worldwide, he said, are enjoying the benefits of Consolidation 2.0.

The ePLDT-CosmoCom partnership has empowered PLDT to offer industry-leading contact center solutions to a wide range of clients, from government agencies to local and international private firms such as SMART.

In related news, India's new telecom operator tapped hosted CosmoCom's Contact Center solution.