Bezeq Deploys Network-Hosted Contact Center Technology from CosmoCom; Services Allow Companies to Web-Enable Legacy Call Centers.Business Editors/High-Tech Writers MELVILLE, N.Y.--(BUSINESS WIRE)--Dec. 8, 2003 CosmoCom announced today that Bezeq, the leading network operator in Israel, is now offering network-hosted services based on CosmoCom technology. These services web-enable the call center operations of Bezeq's customers without changing their existing technology. The project was initiated by Surf and Call, which was acquired by CosmoCom in October. Bezeq uses the CosmoCom platform as the foundation for two services: ClickTalk, which enables web users to establish a voice call from their PCs to the company's existing call center; and ClickBack, which provides for an immediate or scheduled callback from the call center to the web user's phone. Implementation can be immediate, since, in both cases, these web-originated calls appear to the call center as ordinary telephone calls. "Many of our call center clients recognize the need to add person-to-person interaction to their web presence," said Irit Rotshtein, voice over IP product manager for Bezeq, "but they aren't sure where to begin. With ClickTalk and ClickBack, we're offering them a quick and easy way to link their web site to their call center at a very reasonable cost. These services generate additional toll-free 800 traffic for us, so it's a real win-win proposition." "More and more telcos are beginning to offer a full suite of Contact Center On-Demand services," said Ari Sonesh, Chairman and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. for CosmoCom. "We believe that applications like Bezeq's ClickTalk and ClickBack will become an important part of this suite, and will better position network service providers to penetrate the installed base of legacy call centers. We are pleased and proud to be enabling these innovative services from Bezeq with our technology." About CosmoCom CosmoCom is the leading provider of all-IP, universal access customer interaction management (CIM (1) (Computer-Integrated Manufacturing) Integrating office/accounting functions with automated factory systems. Point of sale, billing, machine tool scheduling and supply ordering are part of CIM. ) platforms. CosmoCall Universe(TM) supports multi-channel contacts including telephone, email response, web chat, web voice, web video, web collaboration and voicemail in a high capacity, high availability Also called "RAS" (reliability, availability, serviceability) or "fault resilient," it refers to a multiprocessing system that can quickly recover from a failure. There may be a minute or two of downtime while one system switches over to another, but processing will continue. , multi-tenant platform. CosmoCall Universe is a unified contact center suite that includes ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. , IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , predictive dialing, multimedia recording and administrative tools. Network Service Providers use CosmoCall Universe to offer hosted Contact Center On-Demand(TM) services to their clients. Teleservices Outsourcers base their inbound/outbound operations on CosmoCom technology. CosmoCom also provides best-of-breed CIM components, including IP ACD and IP IVR for systems integrators, resellers and OEMs to build pre-integrated customer interaction and relationship management (CIRM CIRM Certified in Integrated Resource Management CIRM California Institute for Regenerative Medicine CIRM Comité International Radio-Maritime (International Radio-Medical Center) CIRM Corporate Infrastructure Resource Management ) systems. CosmoCom's customers include BT, Cable & Wireless, Deutsche Telekom, ePLDT, France Telecom, KT, NTT NTT Nippon Telegraph and Telephone Corporation NTT New Technology Telescope NTT National Technology Transfer, Inc NTT Name That Tune (TV game show) NTT National Tree Trust NTT Number Theoretic Transform , Sakon and TeliaSonera. Headquartered in Melville, New York Melville is a hamlet and census-designated place in the town of Huntington in Suffolk County on Long Island, New York, in the United States. As of the 2000 census, 14,533 people resided there. , CosmoCom has received more than 50 industry awards, and was recently ranked for the second year in a row by Deloitte as the region's fastest growing technology company. For more information, please visit www.cosmocom.com. About Bezeq Bezeq is Israel's national telecommunications provider. Established in 1984, the company has led Israel into the new era of communications, based on the most advanced technologies and services. Bezeq and its subsidiaries offer the full range of telecommunication services including domestic, international and cellular phone services; Internet, ADSL See DSL. ADSL - Asymmetric Digital Subscriber Line , and other data communications; leased lines, and corporate networks. For more information, please visit www.bezeq.co.il. |
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