CosmoCom is very pleased to be part of this strong team for a customer of Telkom's stature
Melville, NY (PRWEB) July 30, 2008
CosmoCom announced today that Telkom South Africa has chosen the CosmoCall Universe platform, the most selected product of its kind by top-tier telcos globally, to power Telkom's new hosted contact center on-demand service. CosmoCom partnered locally with Unisys Africa, the prime contractor, and Intelleca, South Africa's fastest growing contact center solutions provider, to deliver the project. The CosmoCom platform enables Telkom to offer dedicated or shared hosted contact center services to enterprises of every size.
According to researcher Frost & Sullivan, the number of contact center agent seats in South Africa will grow 74% over the next five years. Until now, Telkom has offered traditional premise-based contact centers. The multi-tenant CosmoCall Universe platform now enables Telkom to offer hosted contact center solutions as a flexible and cost-effective on-demand service that allows customers to adjust their contact center resources to fit demand and pay only for their actual use. In addition to a robust domestic market of local and multi-national companies, South Africa is also well positioned by time zone and language skills to serve the European market.
"Telkom's hosted IP contact center offering (HIPCC) is a service provider managed solution for completing calls and monitoring and managing contact center activity without the need for costly equipment on a customer's premises," says Godfrey Ntoele, group executive, National Sales and Marketing Operations at Telkom. "Instead of customer premise equipment, Telkom hosts the contact center management system and applications within its network and extends this capability to a customer virtually, over a broadband connection. The HIPCC product suite will differentiate Telkom by adding unique value in the growing South African contact center market, while extending its portfolio of next-generation multimedia services in a converged environment."
The local project team members have extensive experience working with Telkom. Unisys Africa will provide project management, network and systems integration, and Intelleca will provide contact center deployment services. CosmoCom will provide the contact center platform software, licenses, and ongoing software support. The new contact center system is expected to quickly expand to thousands of agents.
"Intelleca and Unisys have partnered in the past on projects for Telkom, installing networked IVR and other integrated network services, so this is a natural follow-on project for us," says Michael Renzon, CEO of Intelleca.
"Intelleca's extensive experience with the CosmoCall Universe platform complements our expertise in system integration within Telkom's communications and network infrastructure, making this an optimal project team," adds Gerald Naidoo, Global Industries executive at Unisys Africa.
"CosmoCom is very pleased to be part of this strong team for a customer of Telkom's stature," says Ari Sonesh, CEO of CosmoCom. "Our CosmoCall Universe platform will facilitate growth for Telkom in its new hosted contact center on-demand services, and will provide enterprises and outsourcer customers with the latest in advanced contact center features and capabilities."
Intelleca is South Africa's leading provider of innovative voice and contact centre solutions, including speech self-service automation, speaker verification (voice biometrics), Contact Centre on Demand (CCOD), Workforce Optimization, Multi-Media customer interaction solutions, and Voice-over-IP (VoIP) communication solutions. It represents global brands including CosmoCom, Nuance, VoiceGenie, Microsoft, and Genesys, and counts many of South Africa's telco network operators and blue-chip corporates amongst its clients. Intelleca provides its systems integration and professional services capability to Europe, the Middle East, Africa, and Asia, and has pioneered many local and international breakthroughs. For more information, visit http://www.intelleca.co.za.
Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations. For more information, visit http://www.unisys.com.
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, KPN, 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