The report provides strong support for our core value proposition that IP contact centers help enterprises to be more reachable and more responsive in a highly cost effective way, consolidating multiple locations, captive and outsourced operations, multiple communication channels, and multiple applications.
Melville, NY (PRWEB) January 5, 2009
The use of IP (Internet Protocol) is yielding significant cost savings for US contact centers, according to "The US Contact Center Operational Review (2nd edition)", a recent study of over 200 contact center operations conducted by analyst firm ContactBabel. Most contact centers that have implemented IP are reporting measurable benefits. 60% of respondents report significant network and IT cost reduction, and 64% report improved ability to adjust agent configurations. The findings in the "IP and Call Handling" chapter of the report, sponsored by CosmoCom, provider of the most mature and field proven IP contact center platforms in the industry, show that large contact centers are especially likely to see IP as an opportunity for massive savings in telecommunications and network costs, and as a cost effective way to implement new functionality.
"Many contact center investment decisions emphasize short term operational cost savings", commented Steve Morrell, author of the ContactBabel report. "Our research confirms that savings opportunities with IP are significant. But our results also suggest that when considering IP contact centers, companies should think of them as enablers whose value will be realized over time in new applications and a better customer experience," Morrell continued. "In addition to flexibility in deploying agents, many respondents cited easier integration among different contact center applications, a benefit that strongly supports both agent efficiency and the customer experience."
"CosmoCom is pleased to be the sponsoring ContactBabel's excellent research," said Steve Kowarsky, CosmoCom's Executive Vice President. "The report provides strong support for our core value proposition that IP contact centers help enterprises to be more reachable and more responsive in a highly cost effective way, consolidating multiple locations, captive and outsourced operations, multiple communication channels, and multiple applications."
A complimentary copy of the "IP and Call Handling" chapter can be downloaded at http://www.cosmocom.com/to/ContactBabel-US08-IP. The full report is also available free of charge at http://www.cosmocom.com/to/ContactBabel-US08-Full.
Based in the UK, ContactBabel was founded by Steve Morrell, the former head of Datamonitor's global Next Generation Contact Technology division, in 2000 to provide a reliable source of research, analysis and business recommendations to CRM and contact center solution providers, ContactBabel provides the tools, skills and analysis to allow CRM and multimedia contact center providers to approach their markets objectively and profitably.
"The US Contact Center Operational Review (2nd edition)" is an independent, 300-page PDF report that looks in depth at salaries, attrition, training, multimedia, IP, self-service, strategies, outsourcing, planning and many other elements that are key to understanding how contact centers can best be run. Displayed in 200 data tables, the results have been segmented by industry sector and contact center size, so that readers can compare their own operations with those that are most similar.
CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
Media Contact for CosmoCom:
Communication Strategy Group