White Paper: Challenges of the Telecom Customer Care Center 

Enhancing Service and Reducing Costs with CosmoCall Universe

While this white paper uses Telcos as a specific example, the content and concepts within are applicable to any customer care manager who wants to provide better and more consistent service, and reduce operating costs at the same time. The challenges of each strategy, as well as the solutions that CosmoCall Universe provides, are discussed in detail, and the effectiveness of CosmoCall Universe is demonstrated by a case study of a major wireless communications provider. The white paper concludes by demonstrating how to build a compelling business case for the acquisition of CosmoCall Universe v. a traditional circuit-switched alternative that provides, as much as possible, similar functionality and benefits. This is accomplished by guiding the reader through the process of quantifying hard dollar and soft dollar savings, and calculating the total cost of ownership for each solution.

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