Contact Center News for 26 September: Passfaces, Stream, CosmoCom, Intertec, ContactWorks

Stream, a global provider of customer service and technical support, has announced plans to open its second Dominican Republic facility on October 16.

This center will initially support existing contracts with two U.S.-based clients.

Toni Portmann, CEO and president of Stream, said the company currently provides 800 contact services jobs at its San Isidro Industrial Free Zone location, and "this will enable us to add another 450 employees." It is in Cyberpark, the country's first free zone park for technology companies.

Stream's 25 contact centers provide customer service, technical support and sales services for more than 80 companies in 14 countries. In the past 18 months, Stream opened four new centers including the original site in Santo Domingo. Other new locations include Saint John, New Brunswick, Canada; Szczecin, Poland; and Tunis, Tunisia.

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Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.

CosmoCom, which calls itself a "Unified Customer Communications" vendor, has announced that Bahrain-based Invita, a business process outsourcer owned by Bank of Bahrain and Kuwait, has launched its first On-Demand Multi-Channel Contact Center based on CosmoCom's flagship CosmoCall Universe platform.

CosmoCom partner Intertec Systems has implemented the technology center for Invita to offer what company officials call "cost-effective customer relationship and contact center services based on a hosted model." Invita clients will be able to remotely access contact center applications to service their customers over the Internet.

ContactWorks has selected Passfaces cognometric authentication product to provide "an additional layer of security to ensure that confidential corporate data and client files remain secure," according to ContactWorks officials.

ContactWorks, a customer contact center and consulting firm, manages call center projects worldwide and provides a variety of customer-facing services to organizations of all sizes. Passfaces authentication capability will be used to secure data repositories and protect client information.

"Due to the nature of our business it is critical that we have the capability to protect our clients' corporate data at the employee level," said Tom Sultenfuss, president. "We are in essence a division of our client's organizations and we are responsible for keeping their confidential data private."

Passfaces is a patented strong authentication technology that uses the brain's innate cognitive ability to recognize human faces, company officials say: "Passfaces authenticates the person, rather than a device or piece of software and cannot be forgotten, lost or easily stolen."

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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