CosmoCom Certifies Five More PBXs; IP Integration Tested with Avaya, Nortel, Alcatel, Cisco and PingTel Products.Business Editors/High-Tech Writers MELVILLE, N.Y.--(BUSINESS WIRE)--Sept. 29, 2003 CosmoCom, the leading provider of IP-based contact center solutions, today announced that it has tested and certified its IP Integration (IPI (Intelligent Peripheral Interface) A high-speed hard disk interface used with minis and mainframes that transfers data in the 10 to 25 MBytes/sec range. IPI-2 and IPI-3 refer to differences in the command set that they execute. See hard disk. ) capability with several PBXs, including Avaya Definity, Nortel Meridian, Alcatel OmniPCX 4400, Cisco Call Manager and PingTel SIPxchange. With IPI, CosmoCall Universe becomes the optimum 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. and contact center upgrade path for a conventional PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). . CosmoCom's IPI enables graceful, investment-preserving evolution from a basic PBX environment to a fully-featured, IP-based, multimedia contact center. IPI is a more feature-rich and most cost effective alternative to these vendors' own contact center upgrade products. It works by connecting the all-IP CosmoCall Universe via the PBX's standard IP interface. "The call center upgrade paths offered by many PBX manufacturers are complex and costly," said Steve Dellutri, Chief Technology Officer for CosmoCom, "because all of them, even the new IP-based products, are oriented around a legacy 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. approach. Our IPI solution adds advanced contact center capabilities to a PBX, including ACD, 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. , Recording, Predictive Dialing, and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Application Integration, all without the challenges of traditional CTI. And since IPI is also available on a network-hosted basis from CosmoCall Universe-based service providers, the PBX-to-contact center upgrade is available without a capital investment." About CosmoCom CosmoCom is the leading provider of all-IP, universal access customer interaction management (CIM) platforms. CosmoCall Universe(TM) supports multi-channel contacts including telephone, web chat, web voice, web video, web collaboration, e-mail and voicemail in one high capacity, high availability, multi-tenant platform. CosmoCall Universe is a complete, unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and a complement of powerful management applications. Network Service Providers use CosmoCall Universe to offer hosted Contact Center On-Demand(TM) solutions to their end user customers. CosmoCom also provides best-of-breed CIM components, including IP ACD and IP IVR for 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 technology is available worldwide through CosmoCom's OEM and Network Service Provider customers, including BT, Cable & Wireless, France Telecom, KT, PLDT PLDT Philippine Long Distance Telephone Company , Rockwell FirstPoint Contact and TeliaSonera. For more information about CosmoCom, please visit www.cosmocom.com. |
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