PBFLEX CHOOSES CCU TO EXPAND ITS HOSTED TELEPHONY SERVICES

Immediate ROI to Small Business End Users Fuels Demand for SaaS

We recently announced today that PBfleX, a high-end communications service provider and IT integrator serving small and mid-market enterprises in the US, has bundled CosmoCall Universe (CCU) technologies into their hosted telephony solutions.  As a result they foresee significant expansion opportunities to the current 10,000+ customer locations they serve by offering sophisticated call center features to businesses that previously had to settle for basic feature sets. 

In buying a hosted service, small businesses can eliminate the need for both large capital outlays and highly skilled IT professionals to manage a diversity of systems.  PBfleX reports that their customers are excited at gaining advanced features and greater administrative control.  Meanwhile, PBfleX is looking forward to reaping significant operational savings from migrating costly-to-maintain CPE systems to the hosted service, often known as SaaS (Software as a Service).

Multi-tenancy and administrative control were just two of the differentiating features that PBfleX CEO, Rodney Sizemore, cited as reasons for choosing CosmoCom technology to enhance their already successful business.  Learn more details including what CCU means to PBflex and their customers.

QCC LAUNCHES PREMIUM CCOD SERVICE FOR UNDER-50-SEAT CENTERS

New Multi-Channel Service is Powered By Robust and Proven CosmoCom Technology and
Supported by Carrier-Grade, Fully-Redundant Network Infrastructure

Small businesses in the US are not the only ones getting expanded access to CCU-based Contact Center On-Demand (CCOD). Earlier this month we also announced that UK-based Quick Contact Centre (QCC) had launched a powerful new hosted contact center service tailored specifically for small and medium-sized businesses. 

The QCC service was born from the need to deliver to the under-50-seat contact center market a premium quality, fully-featured hosted service that can facilitate phone, email, web, SMS and fax communications in a unified way. Paul Titcombe, a Director of Quick Contact Center. "Using the QCC service, small companies will be able to deliver the same level of service as flexibly and effectively as the largest corporations. QCC's service is also the perfect solution for companies looking to run short term campaigns or trial contact center concepts, while centrally managing and reporting on multi-site operations -- including those operations of outsourced partners."

QCC's customers don't have to worry about reliability and availability since the servers are located at a state-of-the-art BT data center in London with international back-up and full system redundancy for business continuity and disaster recovery.

Read more about the QCC hosted contact center service for small businesses. Also read the article below on the recent BT Next Generation Contact Centers webcast that QCC participated in.

NEW HEALTHCARE WHITE PAPER NOW AVAILABLE

CosmoChronicle Readers Get First Look at New Resource

In June, CosmoCom EVP, Steve Kowarsky teamed up with Datamonitor's Christine Chang and University of Kentucky CIO, Doyle Friskney for a live webcast called "New Horizons in Telehealth" in which the trio collectively addressed the question, "Could the simple telephone could be the big health technology breakthrough of the decade?"  The on-demand version of the Telehealth Webinar is still available if you haven't seen it already.

Now we are pleased to offer CosmoChronicle readers the first chance to download the brand new white paper that picks up where the webinar left off and expands and clarifies Steve's research on the intersection of healthcare and contact centers. You can download the new healthcare contact center white paper now.

VIEW THE RECORDING OF  BT'S HOSTED CONTACT CENTER WEBCAST

Next Generation Contact Centres - the Way Forward!

In the September Chronicle we told readers how long-time CosmoCom service provider partner BT was stepping up awareness for their NGCC (Next Generation Contact Centre) hosted contact center offering with a live, interactive web seminar called that took place on 13 October.  But, don't fret if you missed the live version of "Next Generation Contact Centres - the Way Forward!" because you'll find a link to the on-demand archive at the end of this article.

The thirty minute webcast was conducted panel-style with Anthony Golding (BT), Paul Titcombe (Quick Contact Centre) and Mike Adolphy (CosmoCom) taking about the business benefits of hosted contact center, sharing advice and tips, as well as fielding questions from the audience. Panelist also spoke about some real world examples including Paul's account of how Expedia benefitted from BT's CosmoCom-powered NGCC platform.

See and hear for yourself what panelists had to say in  BT's on-demand Next Generation Contact Centre webcast.

HP AND COSMOCOM TEAM UP AT VOICE DAYS IN GERMANY

Voice Days is an annual event in Germany dedicated to Customer Contact Technologies and helping CIOs and other professionals with the technological, procedural and organizational challenges of customer interaction.  This year's Voice Days Plus took place from 6-7 October at the Exhibition Center Nuremberg (Nürnberg).

Each year the event draws around 1000 attendees to hear presentations from industry experts and to learn about the latest offerings from dozens of technology leaders in the exhibition hall. Among those technology leaders was HP, accompanied by CosmoCom, to show off the latest innovations to come from their global partnership announced in January. HP was also a sponsor of the event.

Attendees had ample opportunity to speak to experts from both HP and CosmoCom and learn more about HP's OCMP (Open Call Media Platform) and CosmoCom's CCU (CosmoCall Universe) as well as the integration between the two cutting edge platforms. Stay tuned for more news from the two in the future.

COSMOCOM ARTICLE IS THE COVER STORY OF ANSWERSTAT MAGAZINE

October Issue of Publication Dedicated to Healthcare Contact Centers
Features CosmoCom Contributed Article

In most issues of  the CosmoChronicle we share selected recent press mentions in the Who's Talking? recent Ink section. You can see an example below where we talk about a recent feature in Speech Technology magazine. However, we wanted to focus the spotlight a little brighter on one particular article that appeared in October.

Shortly after the our June Telehealth webinar, mentioned in the healthcare contact center whitepaper article above, AnswerStat editor asked us to write an article for inclusion in a future issue of the print and online magazine. Of course we accepted the invitation and provided an article on the Intersection of Healthcare and Contact Center for the October issue.

The editor was very happy to have finally found the article he had been searching for that bridged the gap between telehealth and contact centers.  He liked it so much that he made it the cover story for the October issue. You can read the article online

WHO'S TALKING? RECENT INK

As a result,  Adam shares insightful coverage of the evolving success story in a two page spread in the October issue of Speech Technology Magazine. You can read the full article in HTML or a digital version of the print magazine.  

 BITS & PIECES: SOME VOIP FACTOIDS

Hosted Contact Center Market Thriving
According to a newly released 2009 Hosted Contact Center Infrastructure Market Report, from DMG Consulting, "2008 was an impressive year for the hosted contact center infrastructure market, and the first half of 2009 is proving to be even better. Research showed that the worldwide economic recession drove many organizations in all verticals to consider hosted contact center infrastructure solutions. DMG found that many of these companies were not classic risk takers, but rather companies that viewed hosting as an opportunity to do business differently, without a great deal of initial investment." The 300 page report also forecasts that, "even after the recession abates...growth for the hosted contact center infrastructure market will be 30 percent, 35 percent and 20 percent each year from 2009 to 2011, respectively."

Signs of Economic Recovery in US Call Centers
According to the National Association of Call Centers' (NACC) State of the Call Center Industry Report: 2nd Quarter 2009 Data report available to NACC members this week, "the second quarter of 2009 more call center jobs were added in the United States than were lost suggesting a continued recovery from the recession low of fourth (4th) quarter 2008. The number of call centers opening versus closing was a net positive as well, another sign of a solid ongoing recovery for the call center industry.

 

TRADESHOW NEWS: COMING ATTRACTIONS

	HP Communications World 2009 December 16 - 18, 2009 CCH - Congress Center Hamburg Hamburg, Germany
	American Telehealth Association 2010 Annual Meeting and Expo May 15 -18, 2010 Henry B. Gonzalez Convention Center San Antonio, TX, USA Join CosmoCom in booth 942 to learn more about CosmoHealth
	RECORDED WEBINARS
	View On-Demand Webinars including "New Horizons in Telehealth", "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

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