Virtual Call Center

CosmoCom – The Future of Contact Center Technology

Melville, NY — October 28, 2009

CosmoCom, a global leader in Unified Customer Communications and Contact Center Consolidation, announced today that PBfleX, a high-end communications service provider and IT integrator, has bundled CosmoCall Universe technologies into their hosted telephony solutions.

PBfleX, a leading provider of hosted telephony solutions to small and mid-market enterprises in the US, foresees significant expansion opportunities to the current 10,000+ customer locations they serve by offering sophisticated call center features to businesses that previously had to settle for basic feature sets. In buying a hosted service, small businesses can eliminate the need for both large capital outlays and highly skilled IT professionals to manage a diversity of systems. PBfleX reports that their customers are excited at gaining advanced features and greater administrative control. Meanwhile, PBfleX is looking forward to reaping significant operational savings from migrating costly-to-maintain CPE systems to the hosted service, often known as SaaS (Software as a Service).

With the rise in popularity of the SaaS model in the call center industry, everyone is trying to jump on the bandwagon. However, multi-tenancy is a key enabler for true Saas contact centers and many technology providers fall short, delivering only cumbersome, multi-instance capabilities. That leaves service providers to struggle to retrofit their offerings to support multi-tenancy. After spending some efforts on such a retrofit, PBfleX decided that they needed a product that had expansive multi-tenancy support already built in. After thoroughly researching the alternatives, they selected CosmoCall Universe (CCU).

“Administrative control is a key element in the CosmoCom product. Without the need for our developers to build this feature in for each of our individual customers, we can now focus more on the front end of the business, leaving the back end complexities to CosmoCom’s technology,” said Rodney Sizemore, CEO of PRO OnCall, LLC, Corporate parent of PBfleX. “Previous technologies we’ve worked with have not been truly multi-tenant at the core, despite their claims. In order to get them to work well with our hosted telecom services in the past, we often had to develop our own tools for the customer to have a basic level of self-administration of the system. With CosmoCom’s pure multi-tenant solution, the self-provisioning is built in, allowing the customer immediate, powerful command and control.”

“PBfleX is a true innovator in the Hosted Telephony space,” said Ari Sonesh, CosmoCom’s CEO. “After evaluating competitive technologies, they immediately recognized that CosmoCall Universe would allow them to offer a flexible and affordable service to their customers. We are very pleased that our unified communications solution has proved its versatility to the small business customer as well the traditional enterprise.”

About PBfleX

Over the past 30 years, PBfleX has provided Telecommunications and IT services to the SMB market. The company has set itself apart by developing deep, on-going, and on-site service-based relationships with its customers, built on mutual trust and customer satisfaction. This “Virtual CIO and IT Department” services practice continues to flourish today. PBfleX also provides Hosted VoIP services nationwide, including all standard business VoIP features, but also including truly business-transforming communication management applications (such as true Call Center functionality using Automated Call Distribution) previously only available to large enterprises. For more information, please visit www.pbflex.com.

About CosmoCom

CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.

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Find More Saas Contact Center Press Releases

Software as a service, also known as Saas, is normally considered as software applications which are hosted by a merchant on the Internet which can be shared by different users under on-demand terms. In some cases the package can also be downloaded by users which would run till the end of the term period. As a core technology, SaaS is emerging to be one of the most widespread delivery models which are suitable for Web services as well as service-oriented architecture (SOA). With the development of broadband services, SaaS is being made available to many users around the globe.

The On Demand Computing software delivery models and ASP (application service provider) are intimately related to software as service products. SaaS has been recognized as two vaguely different delivery modules, the first one being the hosted application management (also known as hostel AM) model which is like ASP, which is a commercially hosted module available and also delivered over the net to actual users. The other one is software on demand model, in which the service provider gives network-based access of a single copy of the software application to users. This application has been prepared specifically for SaaS distribution.

Software as a service has numerous advantages, and the few important ones are as follows:-

Easy administration
Automatic updates and patch management
Compatibility: All users can have the same version of software
Easy collaboration, for the same reason
Global accessibility

What if you wish to begin developing SaaS?

If you are having an ambition to begin a SaaS business you would require having technical as well as marketing skills in the team. Although you are considering in contracting out a large portion of the software to a third party, you would still require a technically savvy director or manager with your company. Keeping that in your mind you have outsourced your software development part, you would still require having the supervision by one of your efficient manager to find out if the development is working well.

Marketing your software as a service needs to be started long before you start development of the software. This would especially be directed towards your competitor research as well as into SaaS already in the market, and the traditional software that your prospective customers use. You need to do extensive customer research, looking into the demographics of these target users. The information out of these two researches done is the most important data to have before you launch your development program.

Concerns of Saas customers:

Software as a service is not an answer to every type of application and is not suitable for every user. For hosted services, some customers may have reservations. They are hesitant to store their data on a remote server over the Internet, which were being stored in their hard disks before. There are specific security risks involved for sensitive data, and these customers worry about the privacy as well. With a view to convince the customers of your services, you should be prepared to answer to all the queries raised by them and also familiarize them regarding the security that your service offers.

Montréal, Canada — February 2, 2010

Iscopia Software (Iscopia), an award winning, Montreal based assessment delivery and hiring solutions platform provider, and FurstPerson, an award-winning Chicago-based company that provides pre-employment hiring solutions to the contact center industry, announced today the signing of a cross licensing partnership agreement.

Under the agreement, Iscopia has been granted a license to use, distribute and incorporate FurstPerson content into its products and services and FurstPerson has been granted a license to integrate selected Iscopia’s technology components to its independent technology platform.

“With our award-winning technology and FurstPerson’s outstanding content, Iscopia will be able to offer small to medium size contact centers easy to use and effective hiring tools and solutions that were not offered before to smaller organizations,” said François Plamondon, President and CEO of Iscopia. “Our AQStm – Contact Center Edition product will give recruiters and managers of small and medium sized contact center online access to a series of customizable tools built specifically for their industry together with FurstPerson’s industry-leading content.”

“We have worked closely with Iscopia since 2002 and benefited from Iscopia’s technology during this time. This new agreement allows us to expand our partnership and capitalize on our respective strengths,” said Jeff Furst, President and CEO of FurstPerson. “By working with Iscopia to create a Contact Center Edition on their AQS™ platform, we’re able to access additional market segments within the contact center industry.”

FurstPerson will continue to provide its industry leading contact center hiring solutions directly to larger contact center organizations.

“With this new edition of AQStm, Iscopia is proving once again that it is possible for smaller organizations to improve their hiring processes, simply, quickly and economically.” added Paul Blanchard, founder and CTO of Iscopia. “Not only does AQStm – Contact and Call Center Edition include FurstPerson’s industry specific premier content adapted for use in smaller organization, but it is easy to adopt, use and customize.”

AQStm – Contact and Call Center Edition is available on a subscription basis.

About Iscopia

Through its web-based platform, Iscopia delivers customized hiring solutions designed specifically for certain market segments such as small and medium enterprises and large organizations. The platform is also used by test publishers, background check providers, reference check providers and job boards to distribute their products online. Our award-winning technology is easy to use, fast and cost-effective. (www.iscopia.com)

About FurstPerson, Inc.

FurstPerson operates a Software-as-a-Service (SaaS) contact center hiring system called 1stHire that is used in over 600 locations across North America, Europe, and Asia. FurstPerson’s contact center solution includes contact center simulations, problem solving tests, personality tests, and analytics that are all integrated into a hiring solution that enables contact center hiring managers to reduce contact center turnover and hire individuals that perform better on the job. FurstPerson’s solutions are available on a subscription basis. (www.furstperson.com)

For more information:

Iscopia, Guy Bureau, 514.939.5602, gbureau(at)iscopia(dot)com

FurstPerson, Renee Maler, 925.968.9495, renee(at)phylosophypr(dot)com

This press release was distributed through PR Web by Human Resources Marketer (HR Marketer: www.HRmarketer.com) on behalf of the company listed above.

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CosmoCom – The Future of Contact Center Technology

Melville, NY — March 16, 2010

CosmoCom, the Global Leader in Contact Center Consolidation 2.0, announced that Ukraine-based contact center solutions provider Sunflower Communications (SFC) has expanded its IP contact center portfolio to include Hosted Contact Center On-Demand (CCOD). As a systems integrator, SFC has had considerable success offering turn-key, premise-based contact center solutions based on CosmoCom technology in Ukraine, Russia and the CIS region. Creating an on-demand contact center service was a natural next step.

The founders of SFC saw a growing, under-addressed need among enterprises in the region for unified virtual contact center solutions. So in 2007 they formed Sunflower Communications with the mission of offering rapidly-deployed, cost-effective and feature-rich new generation contact center technology. After a thorough evaluation process, they selected CosmoCall Universe (CCU) from among the competing platforms as their exclusive contact center technology of choice.

Despite initial lack of awareness for the CCU brand in Ukraine and Russia, SFC grew exponentially with successful customer implementations including a multi-site, customer care contact center consolidation deployment for the largest provider of fixed line communication services in Ukraine, Vega Telecommunications. Vega has been so satisfied that they have become a reference site for the entire CIS region and are planning additional expansion of the services in 2010. Now customers and prospects are asking for CCU by name.

The growing demand from customers, plus the general lack of CCOD services in the CIS market, led SFC to form Sunflower Communications Services, last year, as their hosted division. Their initial state-of-the-art data centers in Kiev and Moscow, support not only their own customers, but the secure, multi-tenant platform has enabled SFC to power the hosted contact center offerings of Ukraine telecom giants Datagroup and Vega Telecom who recently began marketing their own hosted offerings in partnership with SFC.

“Over the past few years we’ve gained tremendous experience deploying virtual contact centers for large and distributed companies,” said Alexey Chufistov, General Director of SFC, “We added a SaaS contact center service to round out our offering and give customers a full range of delivery models to choose, from premise-based to on-demand hosted. That flexibility is one of the many reasons we selected CosmoCom technology in the first place.”

Eric Eydelman, Managing Director, CIS and Russia for CosmoCom stated, “SFC has been a valuable partner in the region and has exemplified what is possible when you have the right partner and the right technology.”

“Sunflower is a great example of the trend among VARs and Integrators toward becoming service providers as well,” commented Ari Sonesh, CosmoCom CEO, “SFC has proven to be innovators in delivering contact center solutions that meet and exceed customer expectations, regardless of delivery model.”

SFC and CosmoCom will be showcasing their advanced contact center solutions in booth 9 at the upcoming Call Center World Forum 2010 at the Radisson Slavyanskaya Hotel in Moscow, Russia from March 23 – 24, 2010.

About Sunflower Communication

Sunflower Communication (SFC) is a Contact Center Systems Integrator providing “turn-key” contact center solutions and hosted contact center services in Russia, Ukraine and CIS. Sunflower’s extensive experience in deploying customized enterprise contact center solutions, combined with a commitment to exceptional customer service delivered by a highly-trained staff, has made Sunflower Communication one of the fastest growing systems integrators in the CIS. For more information, please visit http://www.sfcserv.com.

About CosmoCom

CosmoCom™, the global leader in Contact Center Consolidation2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.

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Salt Lake City — October 17, 2008 -

demand contact center software for intelligent contact routing and agent improvement, has received shareholder approval to change the company name from UCN, Inc. to inContact, Inc. This change will go into effect January 1, 2009. The decision was announced yesterday at the annual inContact® customer user conference (ICUC) in Park City, Utah.

“This name change reflects our emergence from a provider of telecommunications services to the leader in software-as-a-service (SaaS) infrastructure for multi-site contact centers and CRM workforces,” said UCN CEO Paul Jarman. “While the UCN name represents the important foundation of our business in delivering integrated telephony services, inContact has become our flagship SaaS software platform, with significant revenue growth over the past two years. InContact also achieved a number of major milestones this year, including the delivery of nearly 10 billion calls and more than 500 contact center deployments.”

“In the process, inContact has become one of the most recognized names in the hosted contact center industry, reflected in a #1 ranking for customer satisfaction by DMG Consulting,” said Jarman. “This wave of success and recognition is an opportunity to capitalize upon the growing equity of this unique brand. Additionally, we see enhanced shareholder value as the name inContact represents the driving force behind our business growth.”

As inContact, the company will continue to offer its robust telephony infrastructure in support of its unified SaaS technology platform, a combination which provides important competitive advantages. The company’s telecommunications business unit will continue to use the UCN name, reinforcing the company’s promise of delivering exceptional service and support to its professional agents and loyal telecommunications customers.

About UCN and inContact

UCN, Inc. (NASDAQ: UCNN) is the market leader in software-as-a-service (SaaS) contact center software for intelligent contact routing and agent improvement, and specializes in solutions for multi-site and remote workforces. The inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN and it’s inContact call center software, visit www.ucn.net.

UCN Contact:                                            

Aaron Glauser

Communications Director

801-320-3468

aaron.glauser @ ucn.net

UCN Investor Contact:

Liolios Group Inc

Scott Liolios or Ron Both

949-574-3860

info @ liolios.com

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