One platform supports a widely distributed global call center consisting of many individual sites. With our technology, this is feasible, simple, and cost effective
Melville, NY (PRWEB) August 3, 2007
CosmoCom, the global leader in Call Center Consolidation 2.0, today announced that VisitBritain, the national tourism agency that promotes Britain internationally in 36 countries, has developed a global virtual contact center using CosmoCall Universe (CCU). The global system has thirteen points of presence that consolidate the contact center technology infrastructure of its regional operations.
"The VisitBritain application is a great example of Consolidation 2.0," said Ronald Rubens, CosmoCom's Regional VP of EMEA. "One platform supports a widely distributed global call center consisting of many individual sites. With our technology, this is feasible, simple, and cost effective," continued Rubens. "Our global virtual architecture supports any number of sites and any mix of large and small sizes."
VisitBritain is responsible for promoting tourism in Britain worldwide and operates in 36 markets outside the UK. In addition to providing printed material and website content, VisitBritain operates contact centers in its overseas offices which handle calls from tourists interested and planning to visit Britain. VisitBritain contact center agents must be knowledgeable about UK destinations, English, and the cultures of the potential visitors.
Considering the need for the calls to be handled at minimum cost, both for the caller and for the agency, VisitBritain implemented multiple points of presence located in or near the countries of origin of most potential tourists. But instead of burdening itself with dozens of separate and disconnected call centers, the agency created a true global call center that is both local and central at the same time.
VisitBritain now has sites at in Amsterdam, Berlin, Brussels, Delhi, Hong Kong, London, Madrid, Milan, New York, Paris, Sydney, Stockholm and Tokyo. Potential tourists call their nearest center and reach the next available agent. Even though the system intelligence that routes the call is located in London, a call originated and answered in Hong Kong, for example, remains a local call. Calls are usually handled by a local agent, but the global virtual nature of the system makes it possible for any agent, anywhere in the world, to accept the call via low-cost IP links.
With the Consolidation 2.0 strategy, the agency's call center managers have full visibility of the operation of all sites and all agents. A manager can monitor agents, assess loads and performance, and respond as needed. The agency is considering using home-based agents, who can be plugged into this architecture with no changes.
CosmoCom, the global leader in Unified Customer Communications, is revolutionizing the whole range of business/customer interactions, not just in formal call centers, but for all information workers. Its technology improves customer service and increases revenue while reducing cost by supporting many independent virtual contact centers on one all-IP platform that integrates easily with other VoIP network components and with the Information Technology environment. Organizations can obtain the full benefits of this technology by deploying it themselves or by working with a network service provider that hosts it on a dedicated or shared-platform basis. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Its multi-tenant platform, CosmoCall Universe, is a Contact Center On-Demand (CCOD) system designed to unify all communication channels and all major contact center functions. CosmoCom customers include service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, VSNL, PLDT, Verizon Business, and many others, as well as Fortune-class enterprises throughout the world. For more information, please visit http://www.cosmocom.com.
VisitBritain, the national tourism agency, promotes Britain internationally in 36 markets and England in Britain, France, Germany, the Netherlands and Ireland. Its mission is to build the value of tourism to Britain and in England, generating wealth and jobs across Britain. Its unique network allows it to provide unrivalled insights, intelligence and business advice to any organization with a stake in British and English tourism, as well as offering a wide range of successful partnership opportunities. It also provides a dedicated, specialist service to UK and international media on tourism issues, products and services.
Media Contact for CosmoCom:
Communication Strategy Group