Hosted Call Center Featured Article
CosmoCom Helps Deliver Hosted Contact Center Capabilities across Mexico
July 08, 2009
IT and telecommunications solution provider Connector-Plus
is using the CosmoCall Universe
all-IP contact center platform to deliver hosting and integration services to government and enterprise companies in Mexico.
The alliance between the two companies has allowed the institutions across Mexico to leverage the CosmoCall Universe platform without making significant investments in hardware capital expenditures.
Connector-Plus’ customers want solutions that can be provided on a hosted basis to enable quick time-to-market and outsourced operations. They also want the solution to be quickly integrated into the systems and processes that are core to their day-to-day operations.
The IT and telecommunications solution provider noted a lack of adequate solutions to address these needs, and strives to fill the void.
The carrier-grade contact center capabilities of the CosmoCom (News
) platform can be hosted or operated on premises. As their CosmoCall Universe can support multi-tenancy, a single system can host multiple instances of contact center operations for all of Connector-Plus’ customers.
According to CosmoCom officials, Connector-Plus is widely deployed in both industry and government sectors and has been appreciated for the CCU system. The company notes Sinaloa Center for Investment and Trade (CIT), a government institution responsible for developing businesses in the Mexican state of Sinaloa.
CIT has improved process performance and reduced their telephony costs by 40 percent by using the hosted CosmoCall Universe for their operations. The institution is currently working on a program that uses CCU's virtual call center capabilities to enable rural workers to work from their homes.
These workers can use an Internet connection and a PC to participate in the universal queuing and routing enabled by the system.
Few other companies such as Tracsa, a division of Caterpillar, and SESPA, a Mexican security company are benefitting from CosmoCom solutions.
Benjamin Alvarez, Connector-Plus CEO said that CosmoCall Universe is ideal for the Mexican market. They are currently developing their business around the hosted services and integration of CosmoCall Universe with their customers' mission critical systems.
“The CosmoCom technology provides the capabilities needed both to address our customers' in-country needs, as well as to attract foreign businesses looking to outsource to the highly skilled Mexican market.”
Ari Sonesh, CEO of CosmoCom is also pleased at this partnership and believes that the expertise of Connector-Plus in systems integration and process efficiencies is an ideal match for CosmoCom's technology.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Jessica Kostek