The Global Association for Contact Center Best Practices & Networking

MELVILLE, NY – Sept 2010 – CosmoCom, a global provider in Contact Center Consolidation 2.0, announced a number of successful deployments with Taiwan-based Eason Tech, a value-added reseller and systems integrator. Eason Tech has created a successful model of offering customers "whole" contact center solutions that combine their specialized industry applications with the CosmoCall Universe™ (CCU) virtual contact center platform.

Eason Tech specializes in building call centers for medium to large enterprises in the telecom and financial industries. Eason developed and honed their own specialized CRM and telemarketing front end systems for these verticals which they have deeply integrated with CosmoCall Universe. The resulting turn-key contact center packages have been quite successfully deployed on premises at more than a dozen significant customers in Taiwan and Mainland China.

One such customer is an international insurance company with 400 service representatives in three locations accounting for roughly 25% of the income in the Taiwan branch operations. Despite having invested heavily into a legacy telemarketing system, the company was plagued with system instability and numerous delays. When it was evident that a change was in order, they selected a CCU platform from Eason for its reliability; its unified, consolidated nature; the built-in redundancy; the consolidated reporting and recording for compliance; as well as for the predictive dialing capabilities to support future growth.

Another large commercial bank established a call center to answer investor questions about the trading of managed funds. Inbound calls are seamlessly routed from a single service hotline number to the right agent in one of four offices nationwide, complete with screen-pop of Eason’s CRM application. In addition to these formal virtual call centers, sales reps in the offices act as informal call center agents for outbound campaigns to customers, drastically reducing the costs and time-drain associated with on-site visits to those customers.

Over the past decade, Eason Tech has built a reputation for excellence in developing and deploying specialized CRM and telemarketing applications – initially for insurance, then expanding into banking and telecom. "Over time it became clear that our customers could benefit from more advanced contact center solutions and a ‘whole’ offering would give us a clear competitive advantage," said K.C. Hong, General Manager of Eason Tech, "We narrowed our sights on CosmoCom’s virtual contact center technology because it had all of the features our customers and prospects required with extremely robust and flexible integration capabilities to our CRM applications, which was an absolute requirement."

CosmoCom’s CEO, Ari Sonesh, commented, "Eason Tech has been an outstanding partner in the APAC region. They saw the synergy in our respective technologies and created a value-added contact center solution that really helps their BFSI (Banking, Financial Services and Insurance) and telecom customers to achieve their business goals."