Bank of China Selects CosmoCall Universe to Build New Generation IP Contact Center in Beijing; All IP Technology Provides Future-Proof Solution.Business Editors MELVILLE, N.Y.--(BUSINESS WIRE)--Feb. 4, 2003 CosmoCom Inc., a leading provider of IP based contact center solutions, today announced that the Bank of China (BOC (Bell Operating Company) One of 22 companies that was formerly part of AT&T and later organized into seven regional companies. See RBOC. ) has chosen CosmoCall Universe as the platform for a powerful next generation IP Contact Center in its Beijing branch office in order to provide better customer service. The newly implemented solution enables all forms of customer communications including both telephone- and Internet-based customer enquiries. The solution was provided via CosmoCom's China-based partner Beijing JiYa Telecommunications Engineering Telecommunications Engineers or Telecom Engineers come in a variety of different types from basic circuit designers to strategic mass developments. A Telecom Engineer is responsible for designing and overseeing the installation of telecommunications equipment and facilities, such Company Ltd. (JiYa Telecom). The Bank of China's strategic focus on excellent customer relationship management has repeatedly earned them the distinguished 'Best Bank in China' award. "BOC saw a definite need to implement a state-of the-art contact center," said Mr. Jianzhong Shao, Marketing Director of JiYa Telecom. "They realize that the real power of CosmoCall Universe is its all-IP based infrastructure which, among other features, provides flexibility and scalability to grow and evolve as the needs of customers change." CosmoCall Universe connects businesses with their customers through a variety of channels, including telephone, interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ), e-mail, web voice web video, keyboard chat, voicemail and fax. Telephone calls and other multi-media contacts to the BOC's contact center are routed via Voice over IP (VoIP) directly to an agent's headset-equipped PC, eliminating the need for telephones and circuit switching A networking technology that provides a temporary, but dedicated, connection between two stations no matter how many switching devices the data are routed through. Circuit switching was originally developed for the analog-based telephone system in order to guarantee steady, consistent equipment in the contact center. "Customer service is a competitive mandate for most businesses but the cost of building and maintaining contact center infrastructure can be an obstacle. However, CosmoCall Universe is a sound investment for contact centers because it unifies both traditional and Internet based channels into a single, easy-to-manage platform, " said Rayman Wong, regional director of CosmoCom Asia. "The open, all IP technology allows customers to initially deploy the contact center on a small scale with basic features and then expand and add features as needs dictate. This is especially important in evolving markets, like China, where the need to provide top-notch customer relationship management is growing rapidly." About CosmoCom CosmoCom is the leading provider of all-IP, universal access contact center platforms. CosmoCall Universe supports multi-channel customer interactions including telephone, web chat, web voice, web video, web collaboration, email and voicemail in one high capacity, high availability Also called "RAS" (reliability, availability, serviceability) or "fault resilient," it refers to a multiprocessing system that can quickly recover from a failure. There may be a minute or two of downtime while one system switches over to another, but processing will continue. , multi-tenant platform. CosmoCall Universe is a complete, unified contact center suite that includes CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , predictive dialing, multimedia recording and a complement of powerful management applications. Service Providers use CosmoCall Universe to offer network-hosted Contact Center On-Demand solutions to their end user customers. CosmoCom also provides best-of-breed IP ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. , IP IVR, and other elements to OEMs. CosmoCom technology is available worldwide through CosmoCom's network of OEM (Original Equipment Manufacturer) The rebranding of equipment and selling it. The term initially referred to the company that made the products (the "original" manufacturer), but eventually became widely used to refer to the organization that buys the products and and Service Provider partners, including BT, Cable & Wireless, France Telecom, Korea Telecom KT (formerly, Korea Telecom, Korean: 한국통신, NYSE: KT) is South Korea's top integrated wired/wireless telecommunication service provider. KT has been Korea's leader in the development of the information & communications business for the last 25 years , NTT NTT Nippon Telegraph and Telephone Corporation NTT New Technology Telescope NTT National Technology Transfer, Inc NTT Name That Tune (TV game show) NTT National Tree Trust NTT Number Theoretic Transform and Sonera. Headquartered in Melville, New York Melville is a hamlet and census-designated place in the town of Huntington in Suffolk County on Long Island, New York, in the United States. As of the 2000 census, 14,533 people resided there. , CosmoCom has received an array of industry awards and was recently ranked by Deloitte and Touche as Long Island's fastest growing company. For more information about CosmoCom, please visit www.cosmocom.com. About Jiya Telecom Jiya Telecom is a Certified Partner and Master Reseller of CosmoCall Universe in China, and is a pioneer in systems development, implementation and installation of call centers in China. Many products developed by JiYa Telecom, including its Phone Banking System, e-Payment Charge Card System, Long Distance Calling Card System, Bankcard bank·card n. A card issued by a bank authorizing the holder to receive bank services and often functioning as a debit card. Customer Service System, "Face-to-Face" IP-Banking Service Platform, and Automated Web/Phone Banking System have been successfully deployed to a multitude of financial organizations throughout China. JiYa Telecom's track record of superior customer satisfaction position it well to bring CosmoCall Universe to the Chinese market. For further information, please visit JiYa Telecom at www.jytelecom.com or, for English, www.jytelecom.com/eindex.htm. CosmoCall Universe is a trademark of CosmoCom, Inc. Other companies and products mentioned herein are trademarks or registered trademarks of their respective trademark owners. |
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