| Contact Center |
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The Next Generation |
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The Secret to Success |
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The Cosmic Bridge Advantage |
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Service Overview |
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“Introducing Contact Center 2.0: One vendor to handle all of your customer service, technical support and business process needs..” |
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“Starting with a detailed understanding of your SLA requirements, choose a provider who can provide a “best-of-breed” approach.” |
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“The Cosmic Bridge team is comprised of a US-based operation center with highly integrated global delivery facilities.” |
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“The Cosmic Bridge approach to Contact Center services breaks down into three major components: Technical Support, Customer Service, and Back Office business processes.” |
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Learn More > |
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Learn More > |
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Learn More > |
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Learn More > |
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Defining A World-Class Approach |
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Hiring, Training and Reporting |
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A Technical Approach |
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Planning, Planning, and More Planning |
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“Contact Centers thrive or fail based on an overriding focus on quality, attention to detail, and relentless pursuit of excellence in the everyday operations.” |
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“Decades of experience have determined the key factors for achieving contact center success.” |
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“To provide to its customers an integrated support solution, Cosmic Bridge has deployed a state-of-the-art call center solution. " |
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" Ramping up a new contact center requires intensive planning, beginning with a thorough needs analysis. " |
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Learn More > |
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Learn More > |
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Learn More > |
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Learn More > |
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Introducing Contact Center 2.0: One vendor to handle all of your customer service, technical support and business process needs; staffed by highly-trained, multi-lingual associates working from global delivery centers with state-of-the-art infrastructure for seamless switching and redundancy, capped with guaranteed service levels. |
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Sound too good to be true? With over 10 years of experience delivering successful Contact Center Solutions, Cosmic Bridge invites you to experience the next generation of contact center management, control and performance. |
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The secret to success lies in demanding a Service Level Agreement (SLA) – driven, end-to-end contact center solution. Starting with a detailed understanding of your SLA requirements, choose a provider who can provide a “best-of-breed” approach to your contact center needs, staffed with associates that are highly qualified and trained to meet your service requirements – maximizing the value of your investment by creating the right solution at the right price for each customer channel.
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In the case of Cosmic Bridge, we back up our SLA-driven approach with an industry-leading guarantee: We cover the cost of SLA requirements that we don’t earn. It’s a guarantee that’s difficult to match in an industry that is increasingly driven by low cost, at the expense of quality. |
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The Cosmic Bridge Advantage |
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The Cosmic Bridge team is comprised of a US-based operation center with highly integrated global delivery facilities. The most advanced contact center management and remote monitoring and control technologies are closely aligned and highly networked, covering a broad spectrum of knowledge, skills, technologies and services. We have helped leading international corporations deliver exceptional service and support for over 10 years. |
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The Cosmic Bridge approach to Contact Center services breaks down into three major components, of areas of expertise: Technical Support, Customer Service, and Back Office business processes. For details on targeted offerings in each of these service areas, please refer to the service overview chart below: |
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Decades of experience have determined that rigorous hiring and training processes are critical to consistently successful contact center operations.
Over many successful engagements, we’ve learned to identify the Client’s detailed requirements for agent qualification early in the project, hiring only those candidates who meet the qualifications.
Example: For one high-profile international Client in the music entertainment services field, we staffed only with support reps that had more than one year of service experience, with excellent voice characteristics and who had a direct music background, and exhibited a high degree of “music awareness.” This client has now scaled to 13,000 calls per month and 17,000 emails per month and has realized a 25% cost savings and extraordinarily high customer satisfaction levels.
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Providing Clients with in-depth, customized reporting of valuable contact center metrics and day-to-day operations data allows them to manage their support and business effectively, regardless of geographic locations and time zone differences.
To that end, Cosmic Bridge has deployed the WebView dashboard, providing Clients with a real-time view of exactly what’s happening in their global call centers, giving them the ability to monitor agent calls in progress through a browser-based application. In addition to the standard robust Performance Reports, WebView provides the ability to monitor queues and agent status in real-time.
Following is an overview of the typical reporting practice followed by Cosmic Bridge on behalf of its Clients. This can be customized further to suit individual Client needs. The reports are typically based on ACD and CRM data. |
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To provide to its customers an integrated support solution, Cosmic Bridge has deployed a state-of-the-art Cisco-based call center solution.
The Cisco Unified Contact Center Enterprise uses an IP infrastructure to delive
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Skills-based contact routing |
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Voice self-service |
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Computer telephony integration (CTI) |
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Multichannel contact management, combining multichannel automatic-call-distributor (ACD) functions with IP telephony in a unified solution |
Cisco Unified Contact Center Enterprise segments customers, monitors resource availability, and delivers each contact to the most appropriate resource, anywhere in the enterprise and literally across the globe. The software profiles each customer contact, using related data such as dialed number and calling line ID, caller-entered digits, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths.
This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect each company's business rules, enabling Cosmic Bridge Clients to route each contact to the right resource, in the right place, at the precise time required and without delay. Wherever an agent is based, the system instantaneously delivers a rich set of call-event and customer-provided data to the targeted desktop as a contact arrives, personalizing service and increasing efficiency. Throughout the process, distributed fault tolerance helps ensure uninterrupted operation. |
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By leveraging the Cisco solution described above, Cosmic Bridge is able to handle all consumer calls by the intelligent routing and distribution of contacts, as they enter the network. When a contact requires redirection, Cisco Unified Contact Center Enterprise applies business logic, sending the contact to the best available enterprise resource. For contacts flowing between sites or among agents, skill groups, or IVRs, the routing optimizes each customer's interaction by retaining collected data, eliminating the need for the customer to restate information.
Cisco Unified Contact Center Enterprise extends the sources of data available for making contact routing decisions and for populating agent desktop applications. Information from CRM applications can also be used to match customers with agents and expand the data available to screen pop applications.
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Quick, accurate turnaround of inquiries helps build stronger customer relationships, added value, and greater overall efficiency and cost-savings in the contact center. |
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A typical initial Client contact center deployment frequently starts with creation of a team of highly qualified call center agents trained for handling the first level calls, logging the cases into the client CRM and escalating as required.
A macro-level support solution might look like the following:
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The NICE Performance Call Logging Solution further supplements this model as a quality management and monitoring tool. The NICE solution enables the Quality Analysts as well as the Team Leads to monitor and audit agent transactions and provide corrective feedback.
Highly trained Customer Care Agents are versatile professionals with experience of US end consumer support. They are typically college graduates with a minimum of 2-3 years of work experience in a similar Client engagement. The exact composition and mix of skill sets is typically finalized after detailed discussions with the Client to determine the required skill set for each agent profile.
Cosmic Bridge typically deploys a senior resource as a Team Leader for each support team. The TL oversees routine transactions, escalations, process training and quality assessments. Along with the Operations Manager, team leaders serve as direct points of contact for the Client, especially with respect to operational updates, efficiency and quality control.
The Operations Manager is a shared (non-billable) resource, responsible for team management, scheduling, and acting as a single point of contact for client relationship management. |
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Ramping up a new contact center requires intensive planning, beginning with a thorough needs analysis. Once needs have been ascertained and an initial workflow has been mapped out and approved by the Client, staffing recruitment can begin in parallel with overall design of the contact center solution.
A typical call center deployment can be accomplished quickly and efficiently, providing the proper planning has taken place first. The following table depicts a typical contact center onboarding process.
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Don’t Delay
To begin planning your company’s ascension to the Contact Center 2.0 approach, please contact us at Cosmic Bridge for more information. |
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Overview
Our Approach
Value Proposition
One-vendor to meet all Contact Center needs:
