Smart Communications, Inc. - Customer Case Study

With more than 40 million subscribers on its GSM network, Smart Communications, Inc. (SMART) is the Philippines’ leading wireless service provider. SMART fully upgraded their 1,200 seat multi-site customer contact center from a collection of legacy technologies that were no longer meeting their business needs to a CosmoCom-powered next generation contact center solution delivered by ePLDT – Unified Contact Center Plus (UCCP). The future-proof solution provided unified reporting for multiple locations, providing global insights to improve service, an increased call capacity, the addition of a self-service IVR to reduce the need for live interactions, cost savings on hardware and CTI integration costs, as well as an improved customer experience.