Contents: Page No.

1. Introduction 3
2. Company Overview 3
3. Services offered by Legato. 4
4. Software used by Legato (CosmoCall Universe™ from CosmoCom™) 4
5. CosmoCom™ -Legato strategic Alliance 5
6. CosmoCall Universe™ Features 5
• Multi-Channel ACD with Universal Queuing (UQ) 5
 Phone Calls (traditional ACD)
 Videophone Calls
 Email
 Web Calls (chat, voice, video, collaboration)
• Interactive Voice and Video Response (IVR, IVVR) 6
• Interaction History 6
• Outbound Dialing 6
• Recording and Quality Monitoring 7
• Integration Capabilities 8
• Reporting 8
• Agent Interface 8
• Supervisor Interface 9
7. Advantages of CosmoCall Universe™ 9
8. Architecture Overview of CosmoCall Universe™ 11
9. Selected partners of CosmoCom™ 11
10. Different Awards won by CosmoCall Universe™ 11
11. Why did the company choose this system 13
12. How the system was implemented 14
13. Issues faced by Legato due to CosmoCall Universe™ 14
14. Recommendation for Legato 15
15. Conclusion 15
16. References 16

Introduction:
Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the telemarketing industry, and has been able to generate profitable revenue. In the past few years a few companies have engaged themselves in building telemarketing industries and take advantage of the minimum wage as well. Legato Services Limited is the pioneer Call Centre as well as a Hosted Call Centre Service Provider and is in the forefront in the development of Call Centre industry in Bangladesh. Instead of using a VOIP (Voice Over Internet Protocol) based technology, which is the traditional way of making calls overseas, they use an IPLC (International Private Leased Circuit) through the CosmoCall Universe™.

In this report we will discuss about a leading telemarketing company of our country and their use of the CosmoCall Universe™ in order to become the pioneer call centre of the country.

Company Overview:
As it was mentioned earlier, Legato Services Limited (LSL) is a pioneer Hosted Call Centre as well as a Hosted Call Centre Service Provider and is in the forefront in the development of Call Centre industry in Bangladesh. Incorporated in 2007, the company is promoted by Mr. Hafizur Rahman Sarker, who has track record of being a pioneer and successful risk taker in other sectors of the economy also. Expert and reputed consultants from home and abroad are being engaged to ensure that LSL makes its presence felt in the Asia Pacific region's call centre industry in shortest possible time. It is a professionally managed company, with defined processes in place, having its technology hub and Headquarters in Dhaka, which spread over an area of about 30,000 square feet and a branch office in Dubai, UAE. Legato is also proud possessor of Cosmocom platform, an all IP universal contact centre technology - the first of its kind in Bangladesh. Thus on one hand, Legato is working with all the modern facilities as a Hosted Call Centre and on the other hand, leasing the best services for its customers to work as Hosted Call Centre.
Vision: To be a Hi-Technology value added service provider to the world.
Mission: We will provide highly secure, continuous and quality services to serve our customer's customers in most cost effective manner

Services offered by Legato:
Legato has started with 400 seats having the capability of escalating up to 120,000 with its own data center ensuring uninterrupted power supply on 24/7 basis and manned by professional IT and telecom team to ensure 99.8% up time for our customers. Legato has a disaster recovery process and site in place to ensure continuity of business during any disaster.

At present Legato is engaged in the following areas of BPO:
• Survey for a leading UK life style company
• A financial outbound campaign relating to debt restructuring for our Canadian Client.
• B to B Campaign for a telecom customer in UK.
• Outbound campaign for leading mobile and telecom company of UK and Canada.

Legato has gained the confidence of its customers by the quality and continuity of the agents which is a testimonial of the commitment with which Legato handles their customer's customer. All their customers have increased their business with them in token of their acceptance and certification of Legato’s quality, processes and commitment. Legato has the capability to undertake BPO processes including but not limited to:
• Inbound Tech Support, financial services and customer services.…
• Outbound financial services, bill collection, surveys and lead generations.
• Data processing, form processing, legal processing and medical processing.
• Email and web-chatting, digital content management and pre and post sale support...………………………………………………………………………..

Software used by Legato:
CosmoCall Universe™ is the flagship product of CosmoCom, the ideal vehicle for Unified Customer Communications, and the platform of choice for more top tier network service providers worldwide than any other similar product. A unified, all-IP contact Centre suite that includes multi-channel ACD, IVVR (Voice and Video), CTI, predictive dialing, interaction history, recording, reporting, and administrative tools.

CosmoCom™ -Legato strategic Alliance:
CosmoCom's mission is to optimize communication between organizations and their customers. Its systems are improving enterprise responsiveness and enhancing the customer experience while reducing costs for companies on every continent.
CosmoCom is the global leader in all-IP contact center strategy that helps companies to be more reachable and more responsive in a cost effective way, including those with the largest and most complex enterprise requirements.
The legato - CosmoCom strategin partnership aims to delivering the revolutionary hosted IP contact centre solution to the industry

Features of CosmoCall Universe™:
Multi-Channel ACD with Universal Queuing (UQ)
CosmoCall Universe's Automatic Call Distributor (ACD) provides queuing and routing for all contact types:
• Phone Calls (traditional ACD)
• Videophone Calls
• Email
• Web Calls (chat, voice, video, collaboration)
All of these contact types are seamlessly blended into a single queuing and routing intelligence (the "UQ"), and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven routing plans. Interactive Voice and Video Response (IVR, IVVR)
The CosmoCall Universe™ IVVR system is an XML-based platform for self-service voice portal applications and prompt-response dialogues. With optional video, it also provides a visual dimension to self-service interaction with videophone callers. It can work as a standalone component or as a unified part of the contact center. One simple GUI service creation tool both designs IVR and IVVR call flows, and applies the parameters used by the ACD call routing rules.

Interaction History
CosmoCall Universe™ automatically tracks all interactions in all media by account, contact, and case. This capability is fully integrated with the ACD and IVR. If Recording is enabled, the interaction history links directly to the recording of each call.

Outbound Dialing
CosmoCall Universe™ includes a state-of-the-art outbound dialer with an array of campaign management tools and call blending capabilities. Dialing modes include preview dialing, progressive dialing, predictive dialing, and IVR dialing. Advanced algorithms based on real-time massive simulation are used to dynamically control the predictive dialing rate, allowing organizations to meet abandoned call regulations without sacrificing agent productivity.

Recording and Quality Monitoring
CosmoCall Universe™ provides multimedia recording, enabling users to store and access all caller/agent interactions in all channels and all media. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and so forth. In addition, all calls can be recorded to meet legal compliance or other requirements. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for reviewers.

Integration Capabilities
Much of the integration required in legacy call centers is unnecessary with CosmoCall Universe™. The IVR, ACD, and Agent, as well as interaction history and recording, are pre-integrated and automatically synchronized, and always have the same complete call-related information available. This alone greatly reduces the time and cost of integration. CosmoCall Universe™ supports a wide range of capabilities for integration with the application environment. Agent desktop integration can be achieved quickly and inexpensively, often in hours rather than days, or in days rather than weeks or months. This works especially well in the hosted environment, where different tenants have different applications with which to integrate, and in environments in which each agent may require multiple integrations and multiple screen-pops. The platform also supports more traditional back-end (third party call control) integrations using XML-based CTI.

Reporting
CosmoCall Universe™ provides real time reporting of all contact center activities. Supervisors and administrators can view the reports from any location with a browser. The HTML-based wallboard is easily customized and requires no proprietary hardware. The platform also stores data on all call-related and agent-related events for historical reports. Many standard reports are included. The database schema is open, enabling customers to create custom reports using standard report generation tools.

Agent Interface
CosmoCall Universe™ provides contact center agents with a unified interface for managing all customer interactions, including telephone and Internet, live and message-based, inbound and outbound. Agents may also use an external IP or circuit phone, and a many functions are available to PC-less phone agents using only an IP or a circuit phone.

Supervisor Interface
Supervisors are agents that also have a real time view of all contact center activities, and access to historical reports. Supervisors can also monitor agents in silent mode, available for all media types, and in whisper or barge-in mode, available for telephone and web calls. Hosting and Multi-Tenant Features For the hosted configurations of service providers and self-hosting enterprises, the platform features strong multi-tenancy capabilities with individual tenant self-administration. The hierarchical environment supports tenants, service providers, and service provider channels, each of which has a browser-based access to its needed administration tools.

Advantages of CosmoCall Universe™

Reliability
Built for mission-critical contact Centre applications, CosmoCall Universe™ has field-proven carrier class reliability in multiple telecom deployments throughout the world. The system can also achieve this high standard of availability in the smaller and more affordable configurations used by enterprises.

Unity
In CosmoCall Universe™, all major functions -- ACD, IVR, IVVR, CTI, administration and reporting, recording, and predictive dialing - reside on the same platform. And all contact channels - telephone, email, voice mail, and web chat/voice/video/collaboration - were implemented from the ground up on one unified platform. Thus, no separate middleware platform is needed to mediate between ACD, IVR and Agents. A single Agent GUI serves all contact channels.

Mature, Field-Proven, Patented All-IP Design
The evolution of IP communication has gained tremendous momentum in the past two years. CosmoCall Universe™ is not just an IP variation on the traditional PBX design. It was designed from the ground up as a "switchless" system, taking full advantage of the switching function that is inherent in an IP network for all communication channels. Designed in 1996 and field-proven worldwide with hundreds of systems and thousands of agent positions, it is the most mature and field proven IP call Centre technology in the world today.

Scalability
CosmoCall Universe™ robustly scales up to carrier-sized systems, delivering optimum performance regardless of call volume or agent population. It also economically scales down to very small enterprise sizes, supporting up to 75 agents on a single server.

Virtual Call Centre
The virtual call Centre allows organizations to manage and use agents in multiple locations as a single entity, provides every agent with all functions and features, and enables seamless call routing and transferring across the organization.

Integra ability
Because of its unity, much of the integration required in legacy call Centers is unnecessary with CosmoCall Universe™. IVR, ACD and Agent are automatically synchronized and always have the same complete call-related information available. Integration to external systems such as CRM is also greatly simplified because of this unity.

Hostability
Since it is Virtual by Design and supports a large number of agents regardless of their location, CosmoCall Universe™ is inherently hostable and has been chosen by more top tier telecoms for hosted Call Centre On-Demand TM applications than any other system of its kind.

Architecture Overview of CosmoCall Universe™
CosmoCall Universe™ is a universal access contact Centre platform designed for high capacity, high availability, and host-ability; and implemented on industry standard computing elements and Windows 2003 Server. The system is based on IP communication and open standards-based interfaces. The software is written in C++ and is object-oriented. Inter-process communication enables a distributed architecture. Furthermore, Universe fully exploits the benefits of the Windows security model.
The system architecture below provides an overview of CosmoCall Universe The system architecture illustrated above is color-coded to identify three domains: purple, for the CosmoCall Universe™ servers; yellow, for the IP network and IP-connected caller and agent clients; and green, for the telephone network and telephone-connected callers and agent clients. On the left, we see the major types of caller clients. And on the right, we see the three optional configurations of the agent client.
Selected partners of CosmoCom™
CosmoCom has many partners including IBM, HP, Microsoft Service Providers, BT, TATA, Orange Business Services, Microsoft Office Communications server 2007 and many more.

Different Awards won by CosmoCall Universe™
CosmoCom has won over 50 prestigious awards for CosmoCall Universe™ and some of them are as follows.

CosmoCall Universe™

Product of the Year by: Communications Solutions magazine in 1999, 2000, 2001(for "Best Contact Center Platform"), 2002 and 2007(for excellence in the advancement of voice, data and/or video communications) Internet Telephony magazine in 1999, 2001, 2002, 2005, 2006, 2007 and 2008

C@ll Center CRM Solutions magazine in 1999

Customer Inter@ction Solutions magazine in 2000, 2001(for "Best Multimedia Customer Interaction Platform"), 2002, 2004, 2005, 2006, 2007, 2008 and 2009

Computer Telephony Magazine in 1999

Communications ASP magazine in 2001, in the Category of Customer Contact Solutions

Call Center Magazine in 2006 and 2007

Editors' Choice Award by: Call Center Solutions in 1999

Internet Telephony magazine in 1999

Long Island Software Awards (LISA): On May 3, 2001 and CosmoCall Universe™ was named BEST OVERALL software product at the Long Island Software Awards (LISA) by LISTnet (Long Island Software and Technology Network) On May 7, 2002 for Customer Relationship Management (CRM) On May 6, 2003 for Communications On May 4, 2004; May 4, 2005; in 2006; on May 1, 2007 and on May 6, 2008 CosmoCall Universe™ was a winner in the Long Island Software Awards (LISA). On May 5, 2009 CosmoCom accepted an award for its CosmoCall Universe 6 contact center platform.

IP Contact Center Technology Pioneer Award by: Customer Inter@ction Solutions Magazine first in 2005 then in 2006, 2007 and 2009(for the ground breaking CosmoCall Universe (CCU) 6 IP Contact Center platform).

TMC Labs Innovation Award: by Technology Marketing Corporation in 2000(for its unified IP Customer Interaction Management (CIM) solution, CosmoCall Universe), in 2002 (for CosmoCom's CosmoCall Universe v4.3), in 2004 (for CosmoCall Universe) and in 2008 (for CosmoCall Universe)

Deloitte's Technology Fast 50 Program for New York: in 2004, 2006 and 2007

Apart from these awards, CosmoCom Universe™ has also received many other awards like Willy -- 2001 Award for Outstanding Achievement for a Communications Solution by SellMoreNow.com, 'Best New Product' at the 6th Annual Irish Call Center Awards in Dublin, Ireland in 2001, 2004 Internet Telephony Innovation Award. Based on the software CosmoCom Universe, the international market consulting and training company “Frost & Sullivan”, has given CosmoCom, Inc. its 2000 Market Engineering Entrepreneurial Company Award for demonstrating superior entrepreneurial ability in the Web-Enabled Call Center Markets. In 2000, CosmoCom was awarded a Computer Telephony Expo Spring 2000 Best of Show designation by Computer Telephony magazine for its “unique IP-centric call center solution, CosmoCall Universe”, Best of Show award from Customer Support Management at the August ICCM/CRM (International Call Center Management/ Customer Relationship Management) 2000 show in Chicago and the winner of a “Best of Show” Award at TMC's INTERNET TELEPHONY Conference and EXPO East 2007. It also received the Users Choice Awards in 2001, 2003 and 2004.

Why did the company choose CosmoCall Universe™
Legato did not implement CosmoCall during the initial stages of the company. During the early stages of the company they used a Pakistani based server: ViciDial.
ViciDial offered basic outbound features of a server. The dialers’ major focus was on outgoing calls instead of incoming. The dialer was not reliable enough as you had to depend on another backend to make progress. It was not a dedicated line, and the dialer had to be shared.
As other centers in the country use ViciDial as well, at times calls would get interconnected. Since, Legato’s aim is to provide quality outbound and inbound service for their clients, they decided to implement the CosmoCall Universe™.
Legato aims to be the pioneer call center industry in the country. As the CosmoCall Universe™ allows Legato to lease out their line to other centers in the country it would make them the only hosted call centre in the country. CosmoCall Universe™ enables features which are ideal for any customer related inbound call center.
The CosmoCall Universe™ is the highest brand of technology that is offered and is used by telemarketing giants today. In order to become a leading telemarketing industry, implementation of CosmoCall Universe™ is mandatory. It offers excellent uninterrupted service to its clients, which is up to date with the modern technology. Legato aims to provide the same service to other call centers in the country by the use of the CosmoCall Universe™.

How the system was implemented
To buy the license of CosmoCall Universe™ and the installation of it cost the company spent an estimated 1.2 million US dollars. The company expenditure for the dialer was high, as their main focus is to build the telemarketing industry in the country. The installment of CosmoCom was looked as an investment for the country. Legato aims to be the sole provider of CosmoCom for the country, as other countries could rely on them as a server, instead of depending on internationally based servers which are not reliable.
To install the software it took around 7 months. Software specialists from Dubai, India and the US were brought in to install the system. They had to work with the IT crew of the company for a few months in order to set it up. The actual installation process took around 3 months. Most of the time was consumed in order to receive the license for the IPLC line than the actual installation process.
An extensive two week training session was held for the company’s staff, so that they can understand and use the software adequately. The training sessions were conducted by CosmoCom engineers from Dubai.

Issues faced by Legato due to CosmoCall Universe™
The major problem for the company was the cost. When they bought the system the company initially thought that they would be the sole provider of a dialer in the country. But the company is facing tough competition because of dialers such as ViciDial.
Even though the CosmoCall Universe™ offers a wide range of service and is more dependable than VOIP based dialers, the cost is too high for centers to lease out the line from Legato. As most call centers in the country focus on outbound calls rather than inbound (customer service), dialers like ViciDial are more adequate for them. As it is simple to use and is cheaper.
To rent out one single seat from CosmoCall, it costs around $100 per day, whereas to rent out a seat from ViciDial would cost around $30. Because of this reason, even though call centers would like to use the technology that CosmoCall has to offer the price is simply just too high. As a result Legato is finding it extremely difficult to cover the costs they have spent on CosmoCall. At the moment the dialer has been nothing but a pink elephant to them.

Recommendation for Legato
We feel that the major mistake Legato has made with the investment of the CosmoCall Universe™ is that they are only focusing on Call Centers which rely on international and outbound campaigns. Since they are the sole providers of a high tech system which offers the latest in customer client representation, they should focus in the local market.
Legato should approach the telecom giants of the company such as Grameen Phone, Warid and Banglalink etc. with the CosmoCall Universe™. As in our country telecom companies require more customer service than any other company, they would require something like the CosmoCall platform to provide more quality service to their customers. The call centre in the country is still too underdeveloped to purchase and maintain something as massive as CosmoCall Universe™. A telecom giant who has the financial backing for such a system should greatly require its services.
Legato should also cut down their per seat costs to lease CosmoCall Universe™. Instead of offering it at its original price, they should provide the service for the half the price. That way there would be more companies willing to try out the system and its services. This way they will be able to market the system efficiently.

Conclusion:
With CosmoCom Universe™, the Legato Services Limited has the ability to fulfill its mission and vision; that is, to provide highly secure, continuous and quality services to its customers in a cost effective way and to be a Hi-Technology value added service provider to the world. Though the initial cost for CosmoCom Universe™ was very high, but in the long run it is expected to make large scale profits and beat the competitors if its features are used more effectively.

References

Mr. Tim Muise
Head of Operations
Legato Services Ltd.

Websites:
• www.cosmocom.com
• www.legatobd.com