We won the ‘Best Use of Technology of the Year 2009’ award from APCSC utilizing contact center technology provided by CosmoCom. We trusted CosmoCall Universe for the mission-critical Consumer Vouchers Contact Center for the Government of Taiwan.
Melville, NY (PRWEB) June 28, 2010
CosmoCom, the global leader in Contact Center Consolidation 2.0, announced that Chunghwa Telecom, Taiwan’s leading telecommunications provider and long-time CosmoCom service provider partner, has received top honors from the Asia Pacific Customer Service Consortium (APCSC) in several categories including “Best Use of Technology of the Year 2009” for their government consumer voucher contact center powered by CosmoCall Universe (CCU).
In early 2009 the government of Taiwan launched an economic stimulus initiative -- the Consumption Voucher Program -- to energize the local economy by issuing shopping vouchers to more than 23 million of its citizens to boost domestic consumer spending. To ensure success of such a massive program, they needed to quickly set up a specialized, high-capacity call center to answer questions from both retailers and consumers. The government ultimately entrusted Chunghwa Telecom to establish and operate the center seven days a week from January through September. On the opening day of the call center, it was overloaded with callers asking questions about the upcoming voucher program. However, using CCU, Chunghwa Telecom was able to quickly expand the agent base from 26 to 290 representatives in less than two weeks. The flexibility of the virtual contact center platform allowed them to keep up with the growing demand, handling nearly 100,000 daily calls by the time the Consumer Vouchers were officially released to the public.
"We won the ‘Best Use of Technology of the Year 2009’ award from APCSC utilizing contact center technology provided by CosmoCom," said Ben Lin, Chunghwa's Director of Department of Customer Service. "We trusted CosmoCall Universe for the mission-critical Consumer Vouchers Contact Center for the Government of Taiwan. We were confident that the virtual contact center architecture could handle the extremely high volume of inbound calls from the citizens across the whole country of Taiwan."
“Chunghwa Telecom places a great deal of emphasis on being the most valuable and trustworthy Information and Communication Technology (ICT) company. Through our willingness to take on responsibilities and challenges, we aim to provide world-class contact centers and best-in-class customer service with continual innovations and improvements. This award encourages us to maintain our ceaseless pursuit of excellence in customer service and customer relations. CosmoCom’s cloud-based contact center technology contributes toward these goals.” said Dr. Alex Chien, Managing Director of the Department of Customer Service, Chunghwa Telecom.
CosmoCom’s CEO, Ari Sonesh, commented, “Congratulations to Chunghwa Telecom on a well deserved award. This truly is a case of Contact Center On-Demand, where a large contact center had to be deployed quickly to meet a high volume of calls for a transient period of time, with varying traffic demands over the lifetime of the project. Chunghwa Telecom used its CCU platform to successfully meet the challenge, winning praise from the government, the retailers, the citizens, and now the APCSC as well.”
You can view a video news clip about the program on CosmoCom’s site.
About Chunghwa Telecom Co., Ltd.
Chunghwa Telecom (TAIEX 2412, NYSE: CHT) is the leading telecom service provider in Taiwan. Chunghwa Telecom provides fixed line, mobile and Internet and data services to residential and business customers in Taiwan. For more information visit http://www.cht.com.tw/CHTFinalE/Web.
CosmoCom™ provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. CosmoCom’s Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom’s unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world’s largest service providers. With its reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.