CosmoCom today announced that Hong Kong Broadband Network Limited (HKBN) has been taking customer service for their broadband subscribers to the next level using the CosmoCall Universe all-in-one virtual contact center suite. HKBN’s commitment to providing exceptional customer service and support to more than 500,000 broadband customers is so strong that they established a dedicated Customer Engagement team to offer a one stop solution to customers, from telemarketing to handling billing and technical inquiries.
HKBN set up a direct-access hotline powered by CosmoCom’s advanced skills based routing to ensure that subscribers can quickly reach the correct, highly-trained engagement professional anywhere in the provider’s network the first time, and that the specialist has the information needed to provide one-stop customer service. With the Customer Engagement team fully-geared to provide the service of a dedicated account manager, HKBN is highly confident in this private bank style service and the CosmoCom contact center technology, so they launched a multi-faceted, high-profile awareness campaign across Hong Kong called “Service with Heart” to promote their customer interaction philosophy.
Whenever a subscriber calls a dedicated line CosmoCall Universe interfaces with HKBN’s database and expedites calls originating from any registered phone number, saving the caller time and ensuring the best possible customer experience. “We hope to spread “Service with Heart” DNA to the whole company, and therefore, this campaign is not only an external, above-the-line marketing exercise, but a genuine action from the hearts of all our Talents. We promote excellence in our team and are confident that CosmoCom’s call center platform provides the technology to back that up,” shares, Mr. Herman Pun, Director – Operations Support of HKBN.”In addition, CosmoCom’s quality monitoring and reporting capabilities help us to keep standards high during and after calls.”
“HKBN sets the bar high for customer service and we’re very pleased that they put their trust in our virtual contact center technology to help them achieve their goals,” said Steve Dellutri, CosmoCom’s Chief Technology Officer. About City Telecom/Hong Kong Broadband Network Limited Established in 1992, City Telecom (H.K.) Limited (HKEX: 1137, NASDAQ: CTEL) provides integrated telecommunications services in Hong Kong via its own self-built fibre network.
City Telecom’s wholly-owned subsidiary, Hong Kong Broadband
Network Limited (HKBN), is the fastest growing broadband service provider in
Hong Kong. HKBN offers a diversified portfolio of innovative products that
service over 1,100,000 subscriptions for broadband, local telephony and IP-TV.
The Company has built a solid market position with top-of-the-line applications
and practices enabling it substantial growth. The company takes great pride in
developing its around 3,000 Talent force into a competitive advantage.
About Enghouse
Systems Limited
Enghouse Systems Limited is a leading global provider of enterprise software solutions serving a variety of vertical markets. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth.
Enghouse shares are listed on the Toronto Stock Exchange (TSX:ESL).
About CosmoCom
CosmoCom™, an Enghouse company, empowers enterprises and service providers to build private and public cloud contact center solutions that free customers from the boundaries imposed by traditional industry products. CosmoCom’s unified, all-IP contact center suite provides businesses with the ability to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. The solution unites all customer contact locations, functions, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™.
Organizations can obtain the full solution benefits by deploying CosmoCom's unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world's largest service providers. With its graceful scalability and reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide.
