CosmoCom, Neocase Partner To Create Complete Virtual Customer Service Solution; Customers Get Pre-Integrated, On-Demand, Distributed Customer Service Contact Center.MELVILLE, N.Y. & SAN FRANCISCO San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden -- CosmoCom(TM), the leading provider of next generation, IP-based contact center technology, and Neocase Software, the collaborative customer operations specialists, today announced a global partnership to create the first complete virtual customer service center platform. Neocase and CosmoCom have integrated CosmoCall Universe(TM), a comprehensive contact center platform, and Neocase 10, Neocase's flagship collaborative customer service application, providing mid-market customers with an out-of-the-box, completely web-based customer service center. The solution will be available through Neocase On-Demand, and through other service provider and channel partners of the two companies. E[acute accent acute accent n. A mark (´) indicating: a. that a vowel is close or tense, as é in French été. b. that a vowel or syllable has a high or rising pitch, as in Chinese or Ancient Greek. c. ]The integrated offering brings together CosmoCom's leadership in next generation contact centers with Neocase's collaborative approach and expertise in customer service software. CosmoCall Universe(TM) covers the communication side of the platform with its 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. , IVVR IVVR Interactive Voice & Video Response , 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. , multimedia recording, and administrative tools. It is 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 that supports multi-channel contacts via telephone, videophone (1) (VideoPhone) A line of videophones (definition #1 below) from AT&T that were introduced in the early 1990s and later pulled off the market due to poor sales. The first models came with a price tag above $1,000, and a pair were needed. See Picturephone. , live internet, and e-mail channels, supporting all media including text, IM, voice, video, and real-time collaboration. Neocase covers the application side, taking customer service to a new level by giving customer service agents the power to access expertise anywhere within a company or to collaborate with external partners for tailored case resolution. As a whole, this is the first 100 percent web solution focused on the Customer Service and Call Center market that does not need any upfront investment for the end-customer. E[acute accent]"Working with CosmoCom's existing service providers, Neocase will be able to deliver a powerful offering that combines CosmoCom's next-generation contact center capabilities with Neocase's proven leadership in customer service," stated Herve Pluche, Neocase 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. . "Because of the openness of the CosmoCom platform and the integration work we have done, customers will realize immediate value by being able to immediately deploy a full-featured, distributed call center and customer service solution, without the time and cost of integration that these platforms usually require." E[acute accent]"We're very pleased that the CosmoCom Universe platform will be part of this best-in-class, on-demand customer service solution," stated Ari Sonesh, CosmoCom CEO. "Neocase's collaborative approach to customer service is an innovation that beautifully complements CosmoCom's ability to deliver all-IP virtual contact centers for distributed organizations." E[acute accent]Neocase, a gold sponsor at CosmoCom's global user conference, CosmoCommunity 2006, will be demonstrating the integration of the new products at the conference this week. The product is expected to be available by the end of June. Neocase and CosmoCom will market the solution directly through Neocase On-Demand, and through a global network of partners and service providers. E[acute accent]About CosmoCom E[acute accent]CosmoCom(TM), The Contact Center On-Demand(TM) specialist, is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Our flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , CosmoCall Universe, enables better customer service at a lower cost, by supporting enterprise-wide virtual contact centers from one all-IP platform, self-hosted or hosted by a network service provider. This multi-tenant platform unifies all communication channels, including telephone, videophone, email, voice mail and Web chat/voice/video/collaboration, and also unifies the contact center functions of automatic call distribution (ACD), interactive voice and video response (IVVR), computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI), predictive, preview, and progressive dialing with campaign management, recording and quality monitoring, interaction history, and administration and reporting. CosmoCom customers include service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, 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 , EagleACD, and many others, as well as Fortune-class enterprises throughout the world. For more information, please visit www.cosmocom.com. E[acute accent]About Neocase Software E[acute accent]Neocase Software is leading the charge in the customer service market segment. Neocase has been producing superior customer service software for more than 15 years. Created in a call center environment, Neocase delivers customer operations management solutions that enable organizations to implement advanced customer service best practices. Neocase brings customer service to a new level by giving customer service agents the power to access expertise anywhere in a company or to collaborate with external partners for tailored case resolution. Neocase markets its products through a global network of established partners. Neocase Software is a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. with offices in Europe and the United States. |
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