Intelleca has signed a reseller agreement with US company CosmoCom, the global leader in all-IP, contact centre on-demand platforms. In terms of the agreement, Intelleca will be the master value-added reseller (VAR) for CosmoCom in SA.
Over and above the managed contact centre services offering, Intelleca will sell and provide integration services for the company`s technology CosmoCall Universe, a unified contact centre suite that includes multi-channel ACD (automatic call distribution), IVR (interactive voice response), CTI (computer telephony integration), predictive dialling, multimedia recording and administrative tools.
CosmoCall Universe is a high-capacity, high-availability, multi-tenant platform that supports multi-channel contacts including telephone, videophone, e-mail, voice mail and Web chat/voice/video/collaboration.
Following extensive research, Intelleca chose CosmoCom as the world leader in telco-grade VOIP managed contact centre technology and the partner best suited to address the call centre market in SA. CosmoCom is the platform of choice for more top-tier network service providers worldwide than any other product of its kind, and the enabling technology for some of the most successful hosted managed contact centre offerings in the world, including BT, Deutsche Telekom, ePLDT, France Telecom, KT, NTT and EagleACD.
"Using VOIP, CosmoCom has unleashed a new economic model for offering contact centre technology on-demand that is affordable, flexible and scalable," says Michael Renzon, MD of Intelleca. "This is the first time that SA will see high-end contact centre technology available for a monthly fee with no capex investment. We are seeing 1 000-seater contact centres being rolled out in Europe with no equipment on-site. This technology and offering will fundamentally change the dynamics of the contact centre provisioning industry in SA, as well as the industry itself."
"Our VAR agreement with Intelleca cements our presence in the South African market," says Shlomo Harari, VP of sales for Asia Pacific and Africa. "Intelleca carved out an early niche in the South African market through a run of successful high-end IVR automation projects with a focus on speech technologies. Its foresight has left other significant market players years behind.
"Intelleca has recognised international trends, and has swiftly positioned itself as the only next-generation service provider for the voice solutions that SA`s biggest companies are realising they so urgently need. Intelleca also understands our business model, which includes both traditional premise-based customers, and platforms hosted by service providers offering contact centre on-demand. Intelleca already has service providers, including telcos, using its speech platforms for hosted services, and hosted contact centres is the inevitable next step. We are confident that our agreement will be the beginning of another success story for both CosmoCom and Intelleca."
Renzon says the demand for complete, pre-integrated, multimedia contact centres is growing significantly, and CosmoCom`s technology is designed to enable companies like Intelleca to fulfil this demand.
"With this product we will provide a managed IP-based contact centre solution using our current skills and experience, offering a fundamentally different value proposition compared to legacy, closed architecture technology, even where this legacy technology has been IP-enabled. Customers can also deploy CosmoCom as a premise-based solution if required."
CosmoCom recently enhanced its contact centre on-demand software with the release of CosmoCall Universe 4.5, making it even easier for contact centres to integrate with database applications and with major speech application platforms, conduct outbound dialler campaigns, support the use of standalone IP telephones, and track customer interaction history.
The new version has an enhanced Web agent which strengthens it as a zero-desktop footprint solution - increasingly important for contact centre on-demand applications. A new Web services API (application programming interface) expands the ease and scope of its self-service and data-driven routing features.
Integration with major speech application platforms makes ASR (automatic speech recognition) and TTS (text-to-speech) capabilities available within the unified Universe environment. Dialler enhancements broaden the coverage of outbound and blended applications. Further support of standalone IP telephones adds PBX extension capabilities to the technology`s powerful call centre features, and an all-media interaction history option makes the product a comprehensive and efficient customer care solution.
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