CosmoCom Enables Integration of CosmoCall Universe Contact Center with Cisco Call Manager.Business Editors/High-Tech Writers MELVILLE, N.Y.--(BUSINESS WIRE)--March 8, 2004 Integration Addresses Customer Need for End-to-End IP Call Center and IP PBX Infrastructure CosmoCom, the leading global provider of all-IP contact center solutions, today announced that its flagship product, CosmoCall Universe(TM), can now be integrated with Cisco Call Manager (CCM CCM Contemporary Christian Music CCM Critical Care Medicine CCM County College of Morris (New Jersey) CCM Chama Cha Mapinduzi (political party, Tanzania) CCM CORBA Component Model ) to enhance that IP PBX with a complete set of 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. and advanced contact center capabilities. The integrated solution, which is in service now with a major British retailer, fully supports all contact channels -- telephone, email, and internet -- taking full advantage of the RTP (1) (Rapid Transport Protocol) The protocol used in IBM's High Performance Routing (HPR) system. (2) (Realtime Transport Protocol) An IP protocol that supports real time transmission of voice and video. redirection feature available in standard VoIP protocols to reduce network bandwidth requirements and enhance call quality. Current CosmoCall Universe (CCU CCU abbr. 1. coronary care unit 2. critical care unit CCU critical care unit. CCU Critical care unit, see there ) customers can now use Cisco CCM to add IP PBX functionality to their IP call centers, and Cisco CCM customers and distributors can now use CosmoCall Universe to build an integrated 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). and multi-channel call center environment. Calls to the CosmoCom IVR or call center can be transferred to any PBX extension, and calls can be transferred from PBX extensions to CosmoCom IVR, call center queues, or directly to call center agents. All such transfers set up only one RTP stream instead of the multiple streams necessary in RTP proxy integrations. The need for virtual call centers and virtual PBXs is a key driver for VoIP, and in these environments avoiding multiple RTP streams helps to optimize the cost and quality of calls across widely distributed locations. "By integrating CosmoCall Universe with Cisco Call Manager, the industry's most popular IP PBX, we are enabling OEMs and other channels that focus on the customer premises marketplace to meet their customers' need for all IP voice infrastructures that are both cost-effective and feature-rich," said Erik Laurence, Vice President of Product Management and Business Development, CosmoCom. "And because this integration is standards-based and leverages Cisco's Architecture for Voice, Video and Integrated Data (AVVID AVVID Architecture for Voice, Video and Integrated Data (Cisco) AVVID Architecture for Voice Video and Integrated Data ) vision, it eliminates the need for the expensive, proprietary interfaces that are required to integrate CCM with other contact center platforms." The CosmoCall Universe/Cisco Call Manager integration is part of CosmoCom's ongoing efforts to empower OEMs and other channels to the customer premises market. The integration is supported by CosmoCom's latest software version, and is available immediately. CCU is designed from the ground up for IP connectivity, and similar methods can be applied to integrating CCU with other IP PBXs. 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, 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, 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, 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. |
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