Samsung wanted the scalability and flexibility that a hosted IP based system provided, so that it could easily add and drop agents, change sites or even outsourcers, and monitor agents from anywhere via the internet. It preferred a hosted model with a monthly fee for usage, rather than a new premise-based system with a large capital investment. It wanted a complete package of services from a top provider, and a service level agreement, things that would let Samsung focus on training specialists and serving customers, rather than on maintaining call center equipment and managing phone service.

Samsung found the solution it needed from Orange Business Services, which provided a complete hosted IP contact center built on the CosmoCall Universe platform, and included all telephone service. Samsung has achieved better control over its operations. The Tenant Self Administration capabilities of CosmoCall Universe provide complete and uniform reporting, administrative visibility and operational control of its outsourced agents. Supervisors can manage the system from any location that has an internet connection. In addition, Samsung used the flexibility of the CosmoCall Universe platform to reorganize its call centers from a product line organization to a Tier 1 and Tier 2 structure. Tier 2 product specialists stay close to headquarters for cost effective training, while less-skilled Tier 1 agents can work anywhere, including home and offshore.

Following its call center reorganization, Samsung replaced its original Magic® service desk application with a full SAP CRM integration. With SAP, customer service ticket and account information is now instantly available to any Tier 2 specialist in any location when a call is transferred, no matter where it was originally answered.