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CosmoCom: Revolutionizing Contact Center Operations On-Demand

Learn why CCOD services are essential for efficient contact centers. Gain insights into benefits for end-users & service providers. Explore the CosmoCom platform's innovative architecture and global market success. Discover how CCOD technology streamlines CRM integration and offers multi-channel capabilities. See examples of CCOD implementations by leading industry players. Understand the architecture requirements and management aspects of implementing CCOD systems.

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CosmoCom: Revolutionizing Contact Center Operations On-Demand

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  1. CCOD – Why and HowMilano – June, 2004 Iraj REZAIAN Regional VP, Southern Europe

  2. Why CCOD?

  3. Types of Contact Centers Outsourcers can also subscribe to on-demand services. Outsourced On-Demand Premise-Based • Everything In-House • Agents • Technology • Maintenance • Complex CTI • Costly to maintain • Hard to balance calls among multiple sites • Outsource Everything • You Manage Nothing(not even the agents) • Limited Integration to Your CRM • Hosted Contact Center • You Manage the Agents • NSP Manages the Rest • Easy Integration to Your CRM * Outsourcers can also subscribe to on-demand services.

  4. Benefits to End User • Capital Expenditure Avoidance • Focus on Core Business • Not Managing Technology • Lower Risk Migration Path to Multi-Channel Contact Center • Capacity Management • Pay for Actual, not Peak Usage • Multi-Site Contact Centers / Home Workers • CCOD is Inherently Location Independent • Cost Effective Access for Smaller Businesses to Large Enterprise Technology • Ideal Technology for Informal Contact Center

  5. CosmoCom CCOD Leadership Highlights • First company to develop a multi-tenant multi-channel hosted contact center platform • CosmoCom technology was used in the first live system deployed by a telco • Largest installed base of systems used by NSPs to provide CCOD • Only specialist in Contact Center On-Demand platforms • Telco grade product • Standard and open – H/W, S/W, protocols, interfaces • Global organization • Four tier support organization • CosmoVantage Market Success Program (Industry first) • Utility pricing • Pay-as-you-go pricing available to our service providers

  6. Service Provider CustomersOffering Contact Center On-Demand Services Network Service Providers Other Service Providers Marketing Partner

  7. The Leader Production Platforms • CCOD Services Offered Worldwide by Service Providers • BT Contact Central OnDemand - CosmoCom + Siebel OD, “CIRM” On-Demand, available worldwide • BT Global Services– MCC available in Europe, NA, Asia • Bezeq– service available in Israel • Cable & Wireless– service available in UK & Caribbean • Chunghwa Telecom– service available in Taiwan • Deutsche Telekom– FreeCall Online available in Germany • ePLDT– service available in Philippines & SE Asia • EagleACD– service available in North America, India • France Telecom– Contact Multicanal available France, N Africa • Globecomm– CCOD for business continuity available in US • Korean Telecom– Contact+ available in Korea • NTT-C– service available in Japan and other Asian countries • Japan Telecom– service available in Japan • Probil – service available in Turkey, Germany • TeliaSonera - @Service available in Finland • CosmoCom Multi-Tenant CCOD Platform Worldwide Share ± 80%

  8. How CCOD?

  9. CCOD Architecture Requirements

  10. System Architecture - Hosted

  11. Design Principles • All software design • Multi-tenancy throughout • Multi-server approach for availability and scalability • No single point of failure • Cost-effective, off-the-shelf hardware • Any system software can run on any hardware module • Switchless architecture • Switching inherent in IP

  12. CRM Integration • Basic • Screen pop on call arrival • All contact types: phone, email, web, PD • One click outdial from CRM contacts • CRM-IVR integration • e.g., VIP, value-based routing • Advanced • Single point of admin for CIM & CRM • Integrated statistics and historical reports • Unified caller interaction history • Recording, email, chat, self-help, ...

  13. Contact Center in-a-Box • IT Managers Fed-up With “Too Many Boxes” • All Technologies Naturally Evolve to Pre-Integration & Unification of Earlier Components • First Step: Combine All CIM Functions Into One Product • Multi-channel ACD, IVR, PD, recording, reporting • e.g., CosmoCall Universe • Second Step: Combine CIM with CRM • Customer Interaction AND Relationship Management (CIRM) • e.g., BT Contact Central

  14. CIRM Example: BT Contact Central Contact Central includes CosmoCom CIM (ACD, IVR & PD), plus Siebel CRM, plus recording & WFM Open, Standards-based Technology Allowed Easy Creation of Pocket Contact Central

  15. Thin Client Agent Integrated with Siebel OnDemand

  16. CosmoConnectorMicrosoft Contact Center Framework

  17. Other CosmoConnector Plug-Ins Siebel Enterprise Onyx Salesforce.com MS-CRM PeopleSoft Home-grown CRM

  18. CosmoCom controlled by custom Siebel buttons Seamless Agent Desktop

  19. Seamless Admin GUI Single point of admin for agent creation, strategy definition, … Single point for IVR and call flow design

  20. Seamless Reporting GUIs Similar data available on-the-go CosmoCom data presented through Siebel

  21. CosmoCorderMultimedia Recording & Reviewing Suite • Browser-based Reviewing Tools for Anywhere Access • Standard DBs for Easy Integration / Customization

  22. Manage CCOD

  23. Platform Management • Tools and procedures needed • Initial deployment • Adding tenants • Managing the platform • Managing the tenants • Upgrading the platform (zero downtime) • Migrating the tenants (gracefully) • Experience … experience … experience

  24. Tenant Self-Administration • Browser-based GUIs allow remote administration of Virtual Call Center • Moves, adds, changes • IVR design • ACD routing rules • Dialing plan rules • Customizable multi-level admin permission levels • Updates applied in real time and propagated system-wide • Secure tenant partitions • MS Security Model • Active Directory • SP also able to perform on behalf of tenant (e.g., for a fee)

  25. System Management(by Service Provider) • SNMP Traps & Monitoring • CosmoCom provides monitoring & alarming tool • Published MIB enables Third party monitor (e.g., OpenView) • Monitoring service provided by CosmoCom to some SPs • Diagnostic Tools • Configurable Event Loggers • Network Protocol Decoders (EtherReal Plug-in) • RTP Decoder & Voice Analyzer • Integration with Windows Performance Monitor & System Counters • Capacity Management • Call Throttling with SNMP Alarming • O/S Disk Management with SNMP Alarming • Audit Trail • CosmoAdmin changes • CosmoDesigner script uploads • CosmoConsole access • Call Detail Records • All contact types, cradle to grave • Output format flexibility • License Management • Monitoring & Reporting • Enforcement • SP Level & Tenant Level Tools

  26. CosmoConsoleReal Time and Historical Reports • Browser-based for Anywhere Access • Standard DBs for Easy Creation of Custom Reports • Complete Call Detail Records • System Level Reports (for SP) • Tenant Level Reports (for tenants and sub-landlords) • Configurable CDR and other external formats

  27. HTML Wall BoardAnywhere Access • Pocket PC Wallboard • Wallboard in Standard Browser

  28. A Carrier-Class Platform • High Capacity, Scalability & Availability • Carrier Grade, Cost-Effective Platform • 120,000 Agents Per Single System Image • Software-Based Design Enables Smooth Scaling • “Five 9s” Prescriptive Architecture Has No Single Point of Failure • Comprehensive Multi-Tenancy • Resource Sharing; Secure Tenant Partitions • Tenant Self-Administration and Centralized Administration • Remote Management and Monitoring • Extensive Multi-Language Support • Double-Byte Inherent in System • Support for Multi-Lingual Agents, Centers • Easy To Integrate • More Integration Points Than Legacy Technology • Enables Seamless CIRM and CIRM-OD • Backed by a Carrier-Class Company • Four Tier, 7x24 Software Assurance Program • SupportNet Support Extranet • CosmoVantage™ Market Success Program

  29. Thank You The Leader

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