NEW MANAGING DIRECTOR IN UNITED KINGDOM

Michael Adolphy to Head Sales for CosmoCom in UK, Ireland and South Africa

CosmoCom recently announced that Michael Adolphy has been named Managing Director for UK, Ireland and South Africa. Adolphy will coordinate all regional sales activity to expand the market reach of CosmoCom's industry-leading contact center technology with both channel-based and direct selling.

"Mike's experience with telecom solutions in and around the call center space and his record of consistently high sales performance will strengthen CosmoCom's regional leadership in Call Center Consolidation 2.0," said Ronald Rubens, CosmoCom's Vice President for EMEA. "As a hands-on business developer and sales leader, Mike will be a great addition to our team."

Read the press release to learn more.

MISSED THE "BETTER CALL CENTER INTEGRATION..." WEBINAR?

View the Recorded InformationWeek Webcast Presented by CosmoCom and Microsoft

Many of today's enterprises with dispersed contact center operations and numerous, often incompatible legacy applications, suffer from incomplete integrations. This hampers agents and frustrates customers. Integrating the two major facets of any customer care organization -- the information and the communication platforms -- to improve agent efficiency and the customer experience, is a major challenge to contact center success.

On Thursday, February 7, 2008, InformationWeek, CosmoCom and Microsoft  presented a webinar called "Improve Your Customer Experience with Better Call Center Integration of Communications and Information" that helped attendees learn how to meet this challenge. CosmoCom's Consolidation 2.0 strategy unifies the communication platform, and Microsoft Customer Care Framework 2008 integrates the business applications. Learn the benefits of these individual solutions and how they work together to enhance the customer experience, accelerate deployment of contact center applications and reduce implementation and operations costs.

 View the recording of the webinar now.

DON'T MISS OUT ON COSMOCOMMUNITY 2008

CosmoCommunity 2008 will be taking place at the beginning of May in New Orleans. We hope you'll join CosmoCom and our growing list of sponsors -- including: BT, CPSharing, RiverStar and Sytel -- for this world-class partner and user conference.

But don't wait too long to reserve your place. Availability of rooms at the W New Orleans hotel is limited. Whether you come just for CosmoCommunity or choose to arrive a couple of days early to enjoy the final weekend of the Historic New Orleans Jazz Festival preceding the event, we're sure that you will experience the right balance of learning, networking and fun.

Learn more about the event and register now at http://www.cosmocommunity.com 

SPREADING THE WORD AT CALL CENTER WORLD 2008 GERMANY

CallCenterWorld is one of Europe's biggest trade fairs dedicated to call centers and customer management. This year marked the 10th anniversary of this leading industry event  which took place from February 19 - 21, at the Estrel Convention Center in Berlin, Germany.

This year's show attracted a record 7,200+ fair and convention visitors who came to see exhibitors from 14 countries including:  Austria, Bulgaria, Estonia, Finland, France, Germany, Great Britain, the Netherlands, Poland, Sweden, Switzerland, Turkey and U.S.A.

CosmoCom's strong presence at the show reflected its cooperation with service provider T-Systems for both hosted and premise-based opportunities. For three busy days our booth was alive with attendees who came to us to learn about contact center consolidation, virtual multi-channel contact center solutions, and next generation technology to replace traditional contact center infrastructure. T-Systems highlighted its "Business VoIP Agent" hosted contact center solution based on CosmoCom technology.

It was a very successful event, and we're already looking forward to next year's show in February 2009.

COSMOCOM PROVIDES GUIDANCE FOR IMPROVED CUSTOMER EXPERIENCE AND COST REDUCTION IN CONTACT CENTERS

New Consolidation 2.0 Whitepaper Explains Trends in Contact Center Technology and Operations
 

In the January issue of CosmoChronicle we gave readers preview access to our new white paper on Contact Center Consolidation 2.0. In early February we opened up this paper to the rest of the world with a press release officially announcing its availability.

Judging from the downloads, the announcement generated a great deal of interest. If  you haven't done so already,  you can download the Consolidation 2.0 white paper now and see for yourself why enterprises are taking notice of the latest and most effective call center consolidation strategy.

The white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. This strategy is especially appropriate for large, complex enterprises, but many smaller enterprises will benefit, too. Consolidation 2.0 is provider neutral. It can be deployed on a traditional premise-based system or hosted by one of many global service providers that have Consolidation 2.0 offerings.

MEET US AT BCBSA, VOICECON AND SECA

If you didn't get a chance to catch up with CosmoCom at the recent Call Center Demo show in Miami or at CallCenterWorld in Germany (see recap above) don't worry. There will be plenty of opportunities in the next couple of months to do so in the US and France.

Next week we will be exhibiting at the BCBSA (Blue Cross Blue Shield Association) Customer Contact Center & Claims Conference 2008 in Los Angeles, California at the Biltmore Hotel from March 2-5. Healthcare and lifestyle management have been a natural fit for Consolidation 2.0 and CosmoCom technology, so if you are a Blue Plan member and plan to be at the conference, be sure to stop at the CosmoCom booth 301to see how we can help you succeed.

A couple of weeks after that, we'll be at VoiceCon Orlando 2008  happening March 17 - 20 at the Gaylord Palms hotel in Orlando, FL. You can find us in booth 1300, ready to answer your questions about unified customer communications and Consolidation 2.0, and show how CosmoCom's technology can make a difference in your enterprise.

Across the Atlantic, we'll have a major presence at SeCA in France, April 1 - 3. SeCA is the biggest Call Center show in France and one of the most important in Europe. In the past, CosmoCom technology has been well represented in multiple partner booths. This year that tradition will continue, but CosmoCom will also have its own booth, D14, to spread the word about Consolidation 2.0 to enterprises in the region. Furthermore, we will be sharing some of our booth space with partners.  All of this will be supported by three speaking slots addressing different facets of the Consolidation 2.0 message. We'll have more details to share next time.

Finally, don't forget to join us for CosmoCommunity 2008 at the W New Orleans hotel in New Orleans, Louisiana from May 5-8, 2008. More info at http://www.cosmocommunity.com

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WHO'S TALKING? RECENT INK

Contact Centers Face Today's Realities: A Case for Consolidation 2.0
Just as we were going to press with the last issue of the CosmoChronicle, Customer Management Insights published a terrific article by Steve Morrell, principal of analyst firm ContactBabel, that uses his research to support the case for the Consolidation 2.0 strategies that we at CosmoCom have been advocating.

In the feature, called Contact Centers Face Today's Realities: A Case for Consolidation 2.0, Mr. Morrell uses his study of more than 200 contact center operations, The U.S. Contact Center Operational Review, to examine some of the reasons for the movement toward Consolidation 2.0. He cites research findings from the chapters on Internet Protocol and Flexible Working to support his points.

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Americas

Aditi Rao has joined the CosmoCom quality assurance team as Junior QA Analyst after having completed her Masters of Science degree in Electrical and Computer Engineering from SUNY Stonybrook University. She has extensive knowledge of programming and telecommunications from her graduate and undergraduate studies, and from her work experience as a Software Engineer in India. During her final year of graduate studies, Aditi interned at CosmoCom.

CosmoCom UK

Mike Adolphy has joined CosmoCom to coordinate all regional sales initiatives in the UK/Ireland/South Africa region. He brings over 20 years of sales experience, with sales leadership roles at companies such as Cable and Wireless, Siemens and Comverse Infosys. Over a 5 year period as Managing Director of the Infosys UK start-up, he developed a very substantial direct and channel business focused on the Finance and Insurance Market. After that Mike spent three years at Voyence as MD of their EMEA channel, focused on developing sales of their IP configuration management solutions to Telcos and Outsourcers such as IBM Global Services.

CosmoCom Israel

Doron Rotsztein has joined the R&D team in Israel as an R&D Software Engineer. Doron brings more than twelve years experience in systems and applications development. Prior to joining CosmoCom, Doron was a project leader and senior developer at Cellcom Israel, where he worked on speech recognition, call center, IVR applications, and related projects. Doron holds a BSc degree in Computer Science and Statistics from Haifa University.

TRADESHOW NEWS: COMING ATTRACTIONS

	Blue Cross Blue Shield Association Customer Contact Center & Claims Conference 2008 March 2 - 5, 2008 Biltmore Hotel Los Angeles, CA, USA See us in Booth 301
	VoiceCon Spring 2008 March 17 - 20, 2008 Gaylord Palms Hotel Orlando, FL, USA http://www.voicecon.com/orlando/ See us in Booth 1300
	SeCA April 1 - 3, 2008 Paris Expo Porte de Versailles - Hall 4 Paris, France http://www.salon-seca.com/   See CosmoCom at booth D-14
	CosmoCommunity 2008 May 5-8, 2008 W New Orleans Hotel New Orleans, LA, USA   Learn more and register at  www.cosmocommunity.com
	RECORDED WEBINARS
	View recordings of our Webinar events including "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

	SUBSCRIPTION INFORMATION
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	TECH SUPPORT UPDATES
	CosmoCom has replaced SupportNet with a new improved support site, for customers and partners, called CosmoCom Online Technical Support. You can find the latest documentation, Hot Fix bundles, Microsoft updates that have passed QA for CosmoCall Universe deployment, discussion groups and more. In addition, you can now access your support tickets online. If you have not yet obtained your secure login information, please contact your CosmoCom representative or send support an email.

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