The Global Association for Contact Center Best Practices & Networking

READING, UNITED KINGDOM, Sep 13, 2011 -- Sensee, a UK based provider of home working strategies for the contact centre market, has selected CosmoCom, part of Enghouse Interactive and a global provider in cloud-based contact centre solutions, to power their fully outsourced and homeworking-on-demand services, and to provide an exceptional customer experience.

Sensee pride themselves on delivering unique, flexible outsourcing people and technology solutions that enable their clients to improve service quality and productivity. Due to the changing requirements of both clients and the business, Sensee needed to replace their incumbent contact centre system to achieve their technical vision for a future proofed and completely flexible solution.

Following an extensive review of the market and rigorous due diligence testing, Sensee selected CosmoCall Universe (CCU), an all-in-one unified IP multimedia contact centre solution across their business. CCU will provide Sensee's outsourced contact centre agents and their clients' homeworkers with access to contact centre functionality wherever they are based.

The CosmoCom solution gives Sensee the ability to quickly and flexibly deploy new agents and new locations. With fully featured call recording, monitoring, IVR, skilled-based routing and multimedia capabilities as standard features of CosmoCall Universe, Sensee will now have the contact centre functionality that is essential to the success of their homeworking-on-demand service.

"Having the right infrastructure is of critical importance to us, it opens new doors and it gives us the framework to extend our own cloud-based service right into agent's homes," Chris Colyer, Chief Technical Officer explains. "With the flexible and scalable CosmoCom architecture, we can rest assured that we now have the technology to respond quickly and fulfill all our clients' homeworking requirements".

"The true multi-tenancy environment is a natural fit to the Sensee business model," Chris continues. "CCU allows us to create our own virtual environment and host multiple clients securely and cost effectively on a single platform with multiple deployment options such as co-sourcing and business continuity to name just a few. We can even have Sensee and client staff working on the same system. Plus, unlike other solutions we evaluated, CCU is a true cloud-based solution that naturally supports homeworking and can be customised to meet our unique requirements, so it is perfect for our service."

Steve Mosser, Chief Executive Officer at Sensee, adds "There is an estimated 2000 contact centre homeworkers in the UK, and is steadily increasing at an average of 70% per year - already we have a number of leading brands taking advantage of our home-working service and our industry leading solutions will be further solidified with the addition of CCU. We are now able offer our customers access to full-featured contact centre capabilities on an on- demand basis with improved flexibility and with the right commercial model which is aligned to our revenues."

Alex Black, CTO of Enghouse Interactive concludes "With the continuous growth of at-home agents, Sensee has the expertise and proven knowledge of the home-working environment, and we are delighted that they have chosen CosmoCom technology. Together we will significantly broaden their outsourced services and improve both productivity and flexibility for their customers."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com

About CosmoCom:
CosmoCom, the global leader in Contact Center Consolidation 2.0, provides IP contact center technology for the largest and most complex enterprise requirements, consolidating multiple locations -- onshore, offshore, and home -- formal and informal agents, captive and outsourced operations, multi-channel, and multiple applications. Benefit from Consolidation 2.0 with CosmoCom technology deployed on premises or via top-tier service providers.