Australia Based Mobile Support Leader Improves Agent Productivity by 300% While Reducing Costs
Online PR News – 30-April-2011 – – MELVILLE, NY – April 27, 2011 – CosmoCom today announced that Sydney-based Mobile Mentor has deployed the CosmoCall Universe virtual contact center suite to support their rapid growth as a leading provider of mobile phone customer support and mentoring.
In a relatively short period of time the mobile industry has grown into a trillion dollar industry. However, optimizing the user experience and helping individuals to keep up with technological change has not always been a priority. Since 2004 Mobile Mentor has been bridging the gap, providing a rapidly growing base of more than 200,000 individuals worldwide with personalized training and support for using their mobile devices more productively.
To keep ahead of the demands of the growing mobile market, Mobile Mentor developed plans last year to aggressively grow their workforce and expand their geographic reach globally. Executives at Mobile Mentor knew that such growth would require them to rethink their telephony and customer communications infrastructure. They mapped out a clear set of objectives for their contact center replacement project and researched technologies to meet their goals. Technically they required a flexible call center solution that could integrate with their NetSuite CRM and provide new features like preview and predictive dialing and robust reporting. They also required the ability to roll-out quickly and economically and expand into other parts of the world, including China and Brazil. Productivity goals included increasing agent occupancy from 22% to 60% and cutting booking costs in half while maintaining lead conversion rates.
After a evaluating their options, Mobile Mentor chose to implement a premise based virtual contact center platform from CosmoCom. The company had aggressive roll-out schedules and return on investment (ROI) objectives. Working closely with CosmoCom’s implementation team, their call center project was operational ahead of schedule. Agent occupancy has increased over 300%, and transaction costs lowered by 58%, producing an expected ROI in six months - two months ahead of an already optimistic plan.
“We selected CosmoCom with the idea that we could quickly implement and expand our contact center and integrate with NetSuite CRM while gaining new outbound capabilities and advanced reporting. The software and the team behind it exceeded our expectations. This has proved to be the most successful IT project on record,” states Ross Skalecki, General Manager, Operations at Mobile Mentor Australia.
“Mobile Mentor had a clear vision of what they wanted and a solid plan to get there. We’re proud of the confidence they placed in our call center suite and people, and how we helped them exceed their productivity and financial goals,” said CosmoCom CTO Steve Dellutri.
View case studies on Mobile Mentor and others at http://www.cosmocom.com/CaseStudies/CaseStudies.htm
About Mobile Mentor
Mobile Mentor Australia works in partnership with Telstra providing personalized mentoring and mobile support services to help end users effectively and efficiently get the most from their mobile technology. For more information visit www.mobile-mentor.com.au
About Enghouse Systems Limited
Enghouse Systems Limited is a leading global provider of enterprise software solutions serving a variety of vertical markets. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth. Enghouse shares are listed on the Toronto Stock Exchange (TSX:ESL). Further information about Enghouse may be obtained from its web site at www.enghouse.com.
CosmoCom™, an Enghouse company, empowers enterprises and service providers to build private and public cloud contact center solutions that free customers from the boundaries imposed by traditional industry products. CosmoCom’s unified, all-IP contact center suite provides businesses with the agility to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. The solution unites all customer contact locations, functions, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™. Organizations can obtain the full solution benefits 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 graceful scalability and 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.
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