Outbound Call Center Featured Article

Mobile Mentor Teams with CosmoCom to Implement New Contact Center Suite

By Carrie Schmelkin
TMCnet Web Editor

CosmoCom (News - Alert), a company that empowers enterprises and service providers to build private and public cloud contact center solutions, announced that mobile support provider Mobile Mentor has employed the CosmoCall Universe virtual contact center suite to help support its rapid growth as a leading provider of mobile phone customer support and mentoring.

While the mobile industry has grown into a trillion dollar business, there has not always been an emphasis placed on optimizing the user experience and helping individuals keep up with technological change. For the past seven years, Mobile Mentor has been working to bridge this gap as it provides personalized training and support to more than 200,000 individuals on how to use their mobile devices more productively.

“We selected CosmoCom with the idea that we could quickly implement and expand our contact center and integrate with NetSuite (News - Alert) CRM while gaining new outbound capabilities and advanced reporting. The software and the team behind it exceeded our expectations,” said Ross Skalecki, general manager of operations at Mobile Mentor Australia, in a statement. “This has proved to be the most successful IT project on record.”

In an effort to stay ahead of the mobile market race, Mobile Mentor developed plans last year to grow its workforce and expand its global reach. To accomplish this, Mobile Mentor had to rethink how to handle its telephony and customer communications infrastructure.

After identifying how to best replace its contact center, Mobile Mentor decided on a flexible call center solution that could integrate with its NetSuite CRM and provide new features like preview and predictive dialing and robust reporting. Officials also wanted the ability to roll-out quickly and economically and expand into other parts of the world, including China and Brazil. Productivity goals included increasing agent occupancy from 22 to 60 percent and cutting booking costs in half while maintaining lead conversion rates.

Research led the company to CosmoCon’s premise based virtual contact center platform. Working closely with CosmoCom’s implementation team, the call center project was operational ahead of schedule. With the new contact center, agent occupancy has increased over 300 percent, and transaction costs lowered by 58 percent, producing an expected ROI in six months - two months ahead of an already optimistic plan, according to company officials.

 “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 CosmoCom CTO Steve Dellutri.