Hosted Call Center Featured Article

CosmoCom to Power Telkom's New IP Hosted Contact Center Service

July 31, 2008

The CosmoCall Universe announced today that its platform has been chosen to power Telkom South Africa’s new hosted contact center on-demand service.
 
The platform enables Telkom to offer dedicated or shared hosted contact center services to enterprises of every size, according to the company. Local partners, Unisys (News - Alert) Africa, the prime contractor, and Intelleca, one of the fastest growing contact center solutions providers in South Africa, helped CosmoCom deliver the project, company officials say.
 
While Unisys Africa will provide project management, network and systems integration, Intelleca will provide contact center deployment services, officials say. CosmoCom (News - Alert) will be responsible for providing the contact center platform software, licenses, and ongoing software support, they say.
 
CosmoCom cites a Frost & Sullivan (News - Alert) report which says the number of contact center agent seats in South Africa will grow 74 percent over the next five years. Telkom, which in the past only offered traditional premise-based contact centers till now, will use the multi-tenant CosmoCall Universe platform to offer hosted contact center solutions, according to company officials.
 
These solutions will be offered 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, according to the company.
 
CosmoCom officials say that South Africa not only has a robust domestic market of local and multi-national companies, but it is also well positioned by time zone and language skills to serve the European market.
 
Godfrey Ntoele, group executive of National Sales and Marketing Operations at Telkom, said that Telkom’s hosted IP contact center offering 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.
 
Ntoele said that 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. He said that 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.
 
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s articles, please visit her columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

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