VEGA Telecommunications Deploys Contact Center Platform from CosmoCom
February 19, 2009
Ukranian service provider VEGA Telecommunications Group has deployed a virtual contact center using CosmoCall Universe, a flagship contact center platform from Contact Center Consolidation 2.0 specialist CosmoCom
An amalgamation of 26 separate telcos, VEGA is a provider of fixed line communication services, broadband Internet access and data transmission in Ukraine. It runs a single 150-seat virtual contact center, which remains open around the clock, connecting the entire country with agents in the five key cities of Kiev, Dnepropetrovsk, Odessa, Lvov and Donetsk.
Customers can now dial a single telephone number and the call is connected to an available agent in any city. VEGA also hopes to use the outbound capabilities of the system for several applications. It plans to adopt a service provider model that will allow it to offer hosted contact centers as a service to other tenants on the same CosmoCall Universe platform.
An all-IP contact center software platform, CosmoCall Universe provides inbound and outbound ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and a full complement of reporting and administrative tools. Being a high-capacity, high-availability, multi-tenant platform, CosmoCall Universe supports multi-channel contacts via telephone, videophone, live internet, and e-mail.
The platform also received the TMC Labs Innovation Award for 2008.
"CosmoCom delivered perfectly on its two key promises to us to unify our distributed locations into one virtual contact center, and to implement the system in less than 60 days. Having one virtual system fits our consolidation business strategy very well, and positions us for future growth through further consolidation. CosmoCom's ability to realize this goal within our very tight time frame kept us from incurring the cost of extending our legacy technology, and has given us great confidence in the vendor's capabilities," commented Olena Ikonnikova, Commercial director, VEGA.
"We are pleased and proud to be supporting VEGA Telecommunications Group and Sunflower Communications, the local systems integrator in Ukraine with whom we partnered for this opportunity," said Ari Sonesh, CosmoCom's chairman and CEO.
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse. Divya Narain is a contributing editor for ContactCenterSolutions. To read more of Divya’s articles, please visit her columnist page.Edited by
Michelle Robart
