CosmoCom and Eason Tech Successfully Deploy Unified Call Center Solution Into Finance and Telecom Sectors
Innovative Systems Integrators Combines Specialized Banking/Insurance Applications with Advanced Contact Center Technology.
Melville, NY, September 01, 2010 --(PR.com)-- CosmoCom, the global leader in Contact Center Consolidation 2.0, announced a number of successful deployments with Taiwan-based Eason Tech, a premier value-added reseller and systems integrator. Eason Tech has created a successful model of offering customers “whole” contact center solutions that combine their specialized industry applications with the CosmoCall Universe™ (CCU) virtual contact center platform.
Eason Tech specializes in building call centers for medium to large enterprises in the telecom and financial industries. Eason developed and honed their own specialized CRM and telemarketing front end systems for these verticals which they have deeply integrated with CosmoCall Universe. The resulting turn-key contact center packages have been quite successfully deployed on premises at more than a dozen significant customers in Taiwan and Mainland China.
One such customer is an international insurance company with 400 service representatives in three locations accounting for roughly 25% of the income in the Taiwan branch operations. Despite having invested heavily into a legacy telemarketing system, the company was plagued with system instability and numerous delays. When it was evident that a change was in order, they selected a CCU platform from Eason for its reliability; its unified, consolidated nature; the built-in redundancy; the consolidated reporting and recording for compliance; as well as for the predictive dialing capabilities to support future growth.
Another large commercial bank established a call center to answer investor questions about the trading of managed funds. Inbound calls are seamlessly routed from a single service hotline number to the right agent in one of four offices nationwide, complete with screen-pop of Eason’s CRM application. In addition to these formal virtual call centers, sales reps in the offices act as informal call center agents for outbound campaigns to customers, drastically reducing the costs and time-drain associated with on-site visits to those customers.
Over the past decade, Eason Tech has built a reputation for excellence in developing and deploying specialized CRM and telemarketing applications – initially for insurance, then expanding into banking and telecom. “Over time it became clear that our customers could benefit from more advanced contact center solutions and a ‘whole’ offering would give us a clear competitive advantage,” said K.C. Hong, General Manager of Eason Tech, “We narrowed our sights on CosmoCom’s virtual contact center technology because it had all of the features our customers and prospects required with extremely robust and flexible integration capabilities to our CRM applications, which was an absolute requirement.”
CosmoCom’s CEO, Ari Sonesh, commented, “Eason Tech has been an outstanding partner in the APAC region. They saw the synergy in our respective technologies and created a value-added contact center solution that really helps their BFSI (Banking, Financial Services and Insurance) and telecom customers to achieve their business goals.”
About Eason Technologies
Eason Tech is a provider of professional services and products to help customers build first-class contact centers. With rich software development resources and industry vertical knowledge, Eason Tech specializes in providing their customers with innovative ways to automate operations for maximum performance and efficiency.
Eason Tech’s TM-Pro and Service-Pro applications complement and extend CosmoCom’s power to bring a complete solution for call center operations. TM-Pro manages the full cycle of telemarketing operations, starting from lead management, list distribution, and telemarketing campaign management, and extending to achievement reports and post-process auditing. TM-Pro provides the flexibility to enable the telemarketing process to be dynamically adapted to the condition of the campaign. Service-Pro acts similarly to handle inbound contact requests. Both TM-Pro and Service-Pro are growing aggressively in the Greater China region. http://www.easontech.com.tw.
About CosmoCom
CosmoCom™ provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. CosmoCom’s Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom’s unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world’s largest service providers. With its reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.
All product and company names herein may be trademarks of their registered owners
###
Media Contact for CosmoCom:
Kathy Salt
+1 631-940-4297
ksalt@cosmocom.com
Eason Tech specializes in building call centers for medium to large enterprises in the telecom and financial industries. Eason developed and honed their own specialized CRM and telemarketing front end systems for these verticals which they have deeply integrated with CosmoCall Universe. The resulting turn-key contact center packages have been quite successfully deployed on premises at more than a dozen significant customers in Taiwan and Mainland China.
One such customer is an international insurance company with 400 service representatives in three locations accounting for roughly 25% of the income in the Taiwan branch operations. Despite having invested heavily into a legacy telemarketing system, the company was plagued with system instability and numerous delays. When it was evident that a change was in order, they selected a CCU platform from Eason for its reliability; its unified, consolidated nature; the built-in redundancy; the consolidated reporting and recording for compliance; as well as for the predictive dialing capabilities to support future growth.
Another large commercial bank established a call center to answer investor questions about the trading of managed funds. Inbound calls are seamlessly routed from a single service hotline number to the right agent in one of four offices nationwide, complete with screen-pop of Eason’s CRM application. In addition to these formal virtual call centers, sales reps in the offices act as informal call center agents for outbound campaigns to customers, drastically reducing the costs and time-drain associated with on-site visits to those customers.
Over the past decade, Eason Tech has built a reputation for excellence in developing and deploying specialized CRM and telemarketing applications – initially for insurance, then expanding into banking and telecom. “Over time it became clear that our customers could benefit from more advanced contact center solutions and a ‘whole’ offering would give us a clear competitive advantage,” said K.C. Hong, General Manager of Eason Tech, “We narrowed our sights on CosmoCom’s virtual contact center technology because it had all of the features our customers and prospects required with extremely robust and flexible integration capabilities to our CRM applications, which was an absolute requirement.”
CosmoCom’s CEO, Ari Sonesh, commented, “Eason Tech has been an outstanding partner in the APAC region. They saw the synergy in our respective technologies and created a value-added contact center solution that really helps their BFSI (Banking, Financial Services and Insurance) and telecom customers to achieve their business goals.”
About Eason Technologies
Eason Tech is a provider of professional services and products to help customers build first-class contact centers. With rich software development resources and industry vertical knowledge, Eason Tech specializes in providing their customers with innovative ways to automate operations for maximum performance and efficiency.
Eason Tech’s TM-Pro and Service-Pro applications complement and extend CosmoCom’s power to bring a complete solution for call center operations. TM-Pro manages the full cycle of telemarketing operations, starting from lead management, list distribution, and telemarketing campaign management, and extending to achievement reports and post-process auditing. TM-Pro provides the flexibility to enable the telemarketing process to be dynamically adapted to the condition of the campaign. Service-Pro acts similarly to handle inbound contact requests. Both TM-Pro and Service-Pro are growing aggressively in the Greater China region. http://www.easontech.com.tw.
About CosmoCom
CosmoCom™ provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. CosmoCom’s Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom’s unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world’s largest service providers. With its reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.
All product and company names herein may be trademarks of their registered owners
###
Media Contact for CosmoCom:
Kathy Salt
+1 631-940-4297
ksalt@cosmocom.com
Contact
CosmoCom, Inc.
Kathy Salt
6319404297
www.cosmocom.com
Kathy Salt
6319404297
www.cosmocom.com
Contact
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