CosmoCom, the global leader in unified customer communications, recently announced that the 1,200-seat customer contact center of Smart Communications, Inc. (SMART), the largest mobile telephone service provider in the Philippines, has fully upgraded to a next-generation contact center solution by adopting the Unified Contact Center Plus (UCCP) system. This CosmoCom-powered hosted service is a product of SMART sister company and information and communications technology firm ePLDT and built on the high-capacity, high availability CosmoCom platform.

Using the flexible CosmoDesigner tool, ePLDT was able to design for SMART a self-service Interactive Voice Response (IVR) for callers. Prepaid subscribers, which comprise the bulk of SMART’s over 40 million subscribers, may already inquire about their balance details and receive information via SMS, thus reducing the number of calls for agents.

With ePLDT’s UCCP, SMART may now also launch outbound marketing campaigns faster, and deploy agents anywhere more quickly and more effectively. With the many innovations built around the self-service capabilities of CosmoCall, SMART’s service level metrics are likewise improving dramatically.

ePLDT launched UCCP in 2007 as the first all-IP, multi-tenant, hosted contact center solution in the Philippines. With CosmoCall Universe as its foundation, the UCCP solution offers an improved customer service experience with its multi-channel contact design and its support of the value proposition CosmoCom calls Consolidation 2.0.

ePLDT’s partnership with CosmoCom has enabled the company to offer reliable and cost-effective contact center solutions to its clients. Customers include local and international private companies, government agencies, SME businesses, and now SMART.