Hosted Contact Center On-Demand™

A New Opportunity for Network Service Providers

NSPs derive much of their revenue from providing low margin commodity services, many of them to contact centers. To survive the commodity price competition and achieve growth, they need new services that add value to their commodity offerings and restore margins.

Hosted Contact Center On-Demand™ (CCOD, also known as hosted contact center or network-based contact center) is such an opportunity. Traditionally NSPs provide basic transport services to contact centers, leaving the high-margin revenue of advanced contact center features to vendors of premise-based equipment. With Contact Center On-Demand, network operators not only gain access to new higher margin revenue, but also protect critical existing sources of revenue from price-driven churn.

Because of CCOD’s compelling value proposition for the customer vs. traditional premise-based solutions, analysts project that CCOD will claim about a third of all contact center seats in the next decade. What will happen to your core revenue from contact centers if you don’t offer CCOD? It’s easy to see why many of the world’s leading telcos, including BT, Deutsche Telekom, Orange Business Services, KT, PLDT, NTT, Tata and KPN are now offering CCOD and related services.

CosmoCom is the leading provider of Hosted Contact Center On-Demand technology worldwide. CosmoCall Universe™ enables CCOD as a complete, unified, multi-tenant contact center suite that includes ACD, IVR, IVVR, CTI, predictive dialing, multimedia recording and a complement of powerful management applications on a single consolidated platform.

Ideal Architecture for Hosted Contact Center

CosmoCall Universe's all-IP architecture makes it uniquely suited as a platform for network service providers to offer network-based Contact Center On-Demand services. Built on the Microsoft Windows Hosting Platform, the system is multi-tenant from the ground up, with tenant self administration so that NSP customers can completely manage their own virtual call centers (and service providers don’t have to). The web-based agent client lets customers add agents anywhere over existing IP connections. And with CosmoCall Universe's scalability and reliability, NSPs can be confident they are providing the mission-critical connections their customers need.

Each of the NSP’s tenants can have one location or many (including legacy locations), and can use one type of agent or any combination of agent types. In all cases, the core contact center infrastructure is deployed in the service provider's network. Tenants need only the agent clients, the IP connections, and, optionally, circuit connections if they wish to use circuit telephones.