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Sydney-based Mobile Mentor Deploys CosmoCom Contact Center Platform

By Rajani Baburajan
TMCnet Contributor

CosmoCom (News - Alert), which empowers enterprises and service providers to build private and public cloud contact center solutions announced Sydney-based Mobile Mentor, a provider of mobile phone customer support and mentoring, deployed the CosmoCall Universe virtual contact center suite to support their rapid growth.

Mobile Mentor provides more than 200,000 individuals worldwide with personalized training and support for using their mobile devices more productively. It is an emerging business since optimizing the user experience and helping individuals to keep up with technological change is becoming a priority.

In line with the growing business opportunities, Mobile Mentor chalked out plans last year to aggressively grow their workforce and expand their geographic reach. The company wanted a flexible call center solution that could integrate with their NetSuite (News - Alert) CRM. They were also looking for the ability to roll out quickly and economically and expand into other parts of the world, including China and Brazil.

As part of the objectives, the company’s productivity goals included increasing agent occupancy from 22 percent to 60 percent and reducing booking costs in half while maintaining lead conversion rates.Mobile Mentor selected CosmoCom to implement a premise based virtual contact center platform.  Leveraging the expertise of CosmoCom’s implementation team, their call center project was operational ahead of schedule.  Agent occupancy increased over 300 percent, and transaction costs lowered by 58 percent, producing an expected ROI in six months.“We selected CosmoCom with the idea that we could quickly implement and expand our contact center and integrate with NetSuite CRM while gaining new outbound capabilities and advanced reporting. The software and the team behind it exceeded our expectations,” said Ross Skalecki, general manager, Operations at Mobile Mentor Australia, in a statement.

“Mobile Mentor had a clear vision of what they wanted and a solid plan to get there. We’re proud of the confidence they placed in our call center suite and people, and how we helped them exceed their productivity and financial goals,” said Steve Dellutri, CTO of CosmoCom.Earlier in February CosmoCom announced  broad social media integration support for its leading all-in-one contact center suite.