Cisco VoIP Deployed In Indian Customer Contact Centre11 December 2004
Ocwen (NYSE: OCN), a process management solutions provider with roots in the mortgage servicing market, announced today the launch of the first hosted and managed Cisco-based, Voice over Internet Protocol (VoIP) customer contact solution for businesses in need of high-volume, high-quality customer contact services that can be implemented rapidly with no capital investment.
Ocwen’s Advanced Contact Center Enterprise Solution (ACCES) is a fully integrated, entirely network-switched, hosted communications and data processing infrastructure using Cisco’s IP communications technology. The third-largest Cisco network-switched VoIP implementation in the world, Ocwen’s contact center solution also is completely integrated with the company’s Customer Relations Expert (CRE), an artificial intelligence-based automated scripting application.
“The combination of Cisco’s solutions with Ocwen’s CRE greatly enhances agent performance – both in terms of quality of response and efficiency – by optimizing the integration of voice and data with expert knowledge in a seamless 24/7 contact center operation. We tested this solution with our global workforce in the US and India, as well as Taiwan, Japan and Germany, and were able to reduce certain servicing costs by 50%, while improving service levels and first-call resolutions. With a proven implementation that has handled more than half a million incoming and 1.4 million outgoing calls per month, we are now ready to offer this hosted and managed solution to the market,” said W. Michael Linn, Executive Vice President of Ocwen Financial Corporation.
“Cisco is very happy to help Ocwen deploy Cisco’s cutting-edge IP Contact Center (IPCC) and Customer Voice Portal (CVP) solutions to provide its customers with lower call-per-agent cost. No matter where a customer might be located, the location of Ocwen’s distributed agents is transparent, adding to the ease and efficiency of transactions,” said Laurent Philonenko, Vice President and General Manager of Cisco’s customer contact business unit.
Because Ocwen’s ACCES runs as an ASP model without having to install software on the desktop, it is easy to adopt and requires no capital start-up costs. This allows small to large companies the ability to gain cost savings without incurring large capital investments. In fact, Ocwen’s ACCES will allow clients to add a location and expand services in a matter of days.
Ocwen’s ACCES, with multiple locations around the globe, operates as a single, virtual customer interaction network with seamless, skill-based call routing 24/7 to the most appropriate agent. Calls are prioritized using “skills-based/best available” agent distribution. This means that not only are the calls automatically routed to the agent with the correct skills and training to handle the call – including language spoken and subject matter expertise – but it also uses the “follow the sun” approach to offer 24/7/365 service to Ocwen clients by utilizing the best available agents across multiple continents.
Ocwen’s ACCES uses Cisco’s state-of-the-art VoIP telephony. VoIP defines a way to carry voice calls over an IP network including the digitization and packetization of the voice streams. IP telephony utilizes the VoIP standards to create a telephony system where higher level features, such as advanced call routing, voice mail and contact centers can be utilized.
Source: ContactCenterWorld.com
All trademarks and copyrighted information contained herein are the property of their respective owners.
Related Voip Articles
|
