COSMOCOM IN SUCCESSFUL RAPID DEPLOYMENT OF VIRTUAL CONTACT CENTER FOR VEGA TELECOMMUNICATIONS GROUP IN UKRAINE

Five Diverse Contact Center Sites United Across the Country

The Russian and CIS markets continue to embrace CosmoCom technology and our core value propositions. As further evidence of that, CosmoCom recently announced that VEGA Telecommunications Group, the largest provider of fixed line communication services, broadband Internet access and data transmission in Ukraine, has deployed a virtual contact center using CosmoCall Universe.

VEGA has consolidated 28 separate telcos, and now operates a single 150-seat virtual contact center that is open 24 hours a day, every day of the year, providing improved service to all of VEGA's customers. The operation is a prime example of CosmoCom's Consolidation 2.0 value proposition, uniting all corners of Ukraine with agents in the five key cities of Kiev, Dnepropetrovsk, Odessa, Lvov and Donetsk. VEGA customers, who recently spanned 45 different local telcos, now dial a single telephone number and the call is routed to the next available agent in any city.

"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. "Our practice in telecom customer care is growing rapidly, and we are very excited about our opportunities in this emerging region, where the primary importance of customer service for business development is increasingly recognized, and where the relevance of our Consolidation 2.0 value proposition is so very clear."

Read why VEGA chose CosmoCom for telecom customer care and what their future plans are.

COSMOCOM SUPPORTS EXPANSION AT NATIONAL TELCO SERVICE PROVIDER

CosmoCall Universe Enhances Customer Service at 5LINX Enterprises
to Support Customer Expansion Created by Innovative
Independent Sales Rep Model

At nearly the same time CosmoCom announced VEGA in Ukraine (above), another telecom customer care story was unfolding around the world in the United States.  5LINX, one of the country's fastest-growing telecommunications companies, has selected CosmoCom to support the highest level of customer satisfaction for its call center and help desk as the company experiences record growth. Its innovative direct sales model has earned the company a place on the prestigious INC. 500 list for three consecutive years.

The selection team at 5LINX was impressed by CosmoCom's ability to rapidly create a seamless integration with its internally-developed customer relationship management system. The CosmoCom platform was installed at the 5LINX headquarters in Rochester, NY, and it enables the company to include agents in other locations and those working from home in a single virtual contact center.

Learn more about the 5LINX contact center and hear what their Director of Customer Care has to say.

CALLCENTERWORLD 2009 IN GERMANY A BIG SUCCESS

Scenes from the booth - [bottom image - from left]: Pitt Meyer (CosmoCom), Michael Baar (Bechtle), Katrin Franke (CosmoCom), Carlo Freund (HP), Wolfhart Krischke (CosmoCom) and Scott Boyd (HP)

Our German team just recently returned to the office after exhibiting at CallCenterWorld last week and is busy following up on the many opportunities that resulted from the show. The event, which is touted as one of Europe's biggest trade fairs, was held at the Estrel Convention Center in Berlin from 16-19, February.

Even the current economic climate could not keep the crowds away as CallCenterWorld drew a record 7,500 attendees (up 4% from 2008). To the contrary many of whom were looking for ways to use contact center technology to prosper in a down economy. For the many who visited the CosmoCom booth, they found just what they were looking for.

For three very busy days, CosmoCom teamed up in cooperation with leading German systems integrator, Bechtle, to treat enterprises and service providers from around the world to demonstrations of the latest in advanced contact center technology and answer many questions from those looking for new or replacement platforms.  There was a lot of excitement and interest in the Consolidation 2.0 value proposition among visitors who were eager to learn about how to reduce costs and improve customer satisfaction, especially in the present economy. In fact, one CEO of a company looking to replace their legacy call center platform, after seeing a demo of CCU exclaimed, "...you really have all of that available now? That sounds like paradise!" Our answer was an emphatic "yes!"

If you haven't looked at CosmoCom technology lately, why not engage us to learn about our virtual contact center platform and how it can improve your contact center TCO.  

JOIN COSMOCOM AT UPCOMING CALL CENTER DEMO AND BCBSA SHOWS

If you weren't able to be in Germany for the CallCenterWorld 2009 show, then why not catch up with CosmoCom at Call Center Demo in Miami later this week or at the BCBSA contact center show in Orlando next week? Florida is a welcome escape from the cold weather that has been hitting much of North America lately. We'll help make these warm destinations a bit hotter!

The demo hall for ICMI's Call Center Demo kicks off on Thursday, 26 Feb. at the Hyatt Regency Miami. CosmoCom willl be ready and waiting for you at Pedestal G1 to answer all your virtual contact center and Consolidation 2.0 questions and to demonstrate our latest offerings. If you haven't already registered for the event, here's an eVIP pass for free demo hall admission or $400 off the full event.

Next week you can find CosmoCom at the BCBSA (Blue Cross Blue Shield Association) Customer Contact Center & Claims Conference 2009 in Orlando, at Disney's Contemporary Resort from March 2 - 3. Good communication is the very foundation of quality care, and CosmoCom raises health enterprises to new levels of communication and care with the most advanced all-IP contact center platform in the industry. So, if you are a Blue Plan member and plan to be at the conference, be sure to stop at CosmoCom Booth 106 to see how we can help you succeed.

The list of where to see us is constantly growing,  so keep an eye on future issues and our events page.

COSMOCOM AWARDED PRODUCT OF THE YEAR BY LEADING MAGAZINES

CosmoCom is pleased to have been recognized with two 2008 Product of the Year Awards for our CosmoCall Universe (CCU)contact center software platform. The awards were made by Internet Telephony and Customer Inter@ction Solutions magazines, both published by Technology Marketing Corporation (TMC).

TMC Editors have recognized CosmoCall Universe with awards spanning the past decade. This is the seventh straight year that CosmoCall Universe has been named Product of the Year by Customer Inter@ction Solutions. CosmoCall Universe has also won Internet Telephony magazine's Product of the Year award multiple times. Earlier this year, CosmoCall Universe received a TMC Labs Innovation Award, as featured in Customer Inter@ction Solutions, and was named Best of Show at TMC's Internet Telephony Conference and EXPO West in the category "Best of Call Center 2.0."

Read more about these recent wins or view the scores of others awards in a long and growing list of honors.

 BITS & PIECES: SOME VOIP FACTOIDS

Fixed Broadband Subscribers Up 15 Million
According to the recently released "3Q08 Global Telecom Subscriber Survey" report by analyst group DITTBERNER, fixed broadband subscribers grew 4% to more than 390 Million in the third quarter. The report also show that of the top ten countries, China is leading the pack with the government looking to encourage home PC acquisition, especially in rural areas and China's growth of 4.8 Million new subscribers per quarter should continue for the next three or four years, at least. A new entrant to the top ten was Brazil.  CosmoCom believes that this ongoing growth of broadband will continue to drive trends like at home agents and virtual contact centers and CosmoCom  has the right technology to support that trend in those markets and around the world.

Telcos in a Strong Position...
Telecoms have always been a strong market for CosmoCom and we've proven that by becoming the global leader in providing contact center platforms to telco for CCOD and customer care applications (see the first two articles of this issue above). A recent article that appeared in Telecommunications Magazine reports that "Telcos are in a strong position to obtain financing." The piece focuses on a speech by Richard Price, Managing Director and Head of Lloyd TSB's specialist telecom team, at the recent Mobile World Congress. According to the article, Price argued that the telecommunications industry is in a far better state than other vertical industries. "Telecoms businesses are in a stronger position to obtain finance than many other sectors. Demand remains high for services, balance sheets are comparatively healthy within the sector and a reliable flow of cash can be seen due to the sector's 'utility-like' nature."

TRADESHOW NEWS: COMING ATTRACTIONS

	Call Center Demo & Conference February 26-27, 2009 Hyatt Regency Miami Miami, FL, USA http://www.callcenterdemo.com See CosmoCom at Pedestal G1
	Blue Cross Blue Shield Association Customer Contact Center & Claims Conference 2009 March 2 - 3, 2009 Disney's Contemporary Resort Orlando, FL, USA See us in Booth 106
	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
	Please pass this issue of CosmoChronicle on to others who might be interested. If you are not already receiving the monthly CosmoChronicle you can sign up now. This and past issue are also available in the CosmoChronicle Archives.

 

	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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