VisitBritain promotes tourism to potential visitors on a global basis with operations in 36 key world markets. To promote and develop tourism, VisitBritain employs marketing tools including published material and web content, and it accepts calls from tourists interested in and planning to visit Britain. But to effectively accomplish its mission, VisitBritain needed a local presence across its 36 worldwide markets. Implementing many separate local call centers seemed technically burdensome and economically unfeasible.
VisitBritain's solution was to utilize CosmoCall Universe™, an IP based Virtual Contact Center that's designed to economically consolidate widely distributed agents and sites, both large and small, into a single unified customer communications platform. With CosmoCall Universe, VisitBritain created a true global call center that is both local and central at the same time. It also allowed VisitBritain to preserve and leverage the investment it had already made in a global MPLS network and VoIP technology.
The VisitBritain contact center deployment demonstrates that with a CosmoCom Consolidation 2.0 solution, a globally distributed Virtual Contact Center with many individual sites is feasible, easy to manage and cost effective. It dispels the notion that global contact centers are only practical for large enterprises with large contact center sites. In fact, this virtual global architecture is feasible for any number of sites and for any mix of large and small sizes.
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