CosmoCom Contact Center Technology Serves Israeli Municipalities

Milgam City Services has implemented the CosmoCall Universe (CCU) all-in-one contact center suite from Melville, N.Y.-based CosmoCom to support their outsourced and insourced services to utilities and municipalities throughout Israel.

For nearly 30 years Milgam has been providing outsourced collections and related services to local municipalities and water authorities in Israel via distributed operations throughout the country. A growing list of more than 150 clients with increasingly complex customer demands prompted Milgam to search for a new contact center platform. After thoroughly testing a number of solutions, Milgam found CosmoCom’s virtual call center platform to be the most flexible, easy-to-use and capable of meeting their complex demands.

The unified, all-in-one nature of CCU, enables Milgam to use the inherent recording and other advanced functionality instead of purchasing separate, disparate components. Plus, the virtual contact center technology fits well with their distributed organization and their future plans for remote agent insourcing and home workers.

“We are very satisfied with our decision to have CosmoCom as our contact center technology supplier,” said Daniela Koblentz, national enterprise manager at Milgam, “With CosmoCom we were able to rapidly deploy a complicated call center, serving over 20 municipalities and water corporations. The familiar Windows environment enables me – as a non technical person – to easily script call flows, create real-time reports, and make changes as needed.”

The initial 20 municipalities are only the beginning; Milgam’s goal is to have more than 50 rolled-out by the end of the year. One innovative example is the PaNGo National Cellular Parking Services which enables citizens to park simply by using their cell phones. The supporting call center uses a sophisticated IVR that provides a customized greeting to each caller—as if they were calling their own municipality—and then routes the call to the most appropriate agent, complete with a screen-pop.

“Milgam is a true success story of a company that was not technically oriented, but with very complex demands. They were able to implement a wonderful service for their customers in a very short period of time,” explains Moshe Harari, regional director of CosmoCom. “Most important to Milgam is that they can manage their own system and implement new customers and services independently.”