Telcordia, others offer contact center solution

(Telephony) Telcordia Technologies, in conjunction with CosmoCom, e-talk, ISC and Primary Matters, launched the Next Generation Contact Center Solution yesterday for service providers and enterprise customers.

Immediately available, the customizable, IP-based solution provides integrated customer support services via the Web, e-mail and wireline or wireless voice over TDM-based, IP and converged networks.

"The way that customers and businesses interact and the way businesses interact with each other are changing dramatically," said Don Tow, director and principal consultant for Telcordia. "The traditional voice-only call center systems are definitely not sufficient to meet the needs of customers in the age of the Internet and e-business," he added.

Telcordia will provide system integration and professional services, while each partner company provides specific components for the Contact Center Solution. "We’re looking at enhancing business processes by integrating access with premise-based systems and applications for improved customer sales and service," said Susan Thoms-Bhatia, director in Telcordia’s customer care and billing unit.

CosmoCom’s CosmoCall Universe is an IP-enable platform that supports real-time and message-based interaction and acts as the core of the platform. "The fact that it was designed from the ground-up makes [CosmoCall] more integrated and unified," Tow said.

The e-talk Performance System is a monitoring and quality analysis tool that helps contact centers transform raw service data into intelligence.

ISC Irene lets contact center managers forecast customer contacts and optimally schedule agents to increase service levels and reduce payroll costs. "It gives an overall report card of what’s happening in your contact center from a productivity perspective," Thoms-Bhatia said.

Primary Matters Contract Center Guide is an activity-based decision support tool that helps evaluate existing or proposed contact center plans for future growth and change.