CosmoCom announced today that Bezeq(TASE:BZEQ) is now offering network-hosted services based on CosmoCom technology. The services web-enable the call center operations of Bezeq's customers without changing their existing technology. The project was initiated by Israeli start-up Surf & Call, which was acquired by CosmoCom in October. Surf & Call got its start at VoIP pioneer VocalTec Communications(Nasdaq:VOCL).
Bezeq uses the CosmoCom platform as the foundation for two services: ClickTalk, which enables web users to establish a voice call from their PCs to the company's existing call center; and ClickBack, which provides for an immediate or scheduled callback from the call center to the web user's phone. Implementation can be immediate, since, in both cases, these web-originated calls appear to the call center as ordinary telephone calls.
"Many of our call center clients recognize the need to add person-to-person interaction to their web presence," said Irit Rotshtein, voice over IP product manager for Bezeq, "but they aren't sure where to begin. With ClickTalk and ClickBack, we're offering them a quick and easy way to link their web site to their call center at a very reasonable cost. These services generate additional toll-free 800 traffic for us, so it's a real win-win proposition."
"More and more telcos are beginning to offer a full suite of contact center on demand services," said CosmoCom chairman and CEO Ari Sonesh. "We believe that applications like Bezeq's ClickTalk and ClickBack will become an important part of this suite, and will better position network service providers to penetrate the installed base of legacy call centers. We are pleased and proud to be enabling these innovative services from Bezeq with our technology."
Headquartered in Melville, New York, CosmoCom is a provider of all-IP, universal access customer interaction management (CIM) platforms. CosmoCom's customers include BT, Cable & Wireless, Deutsche Telekom, ePLDT, France Telecom, KT, NTT, Sakon and TeliaSonera.
Published by Globes [online] - www.globes.co.il - on December 8, 2003