CosmoCom Launches Service Pack 4 for CosmoCall Universe 4.5; Version Dramatically Improves Reporting Performance.MELVILLE, N.Y. -- CosmoCom, the Contact Center On-Demand specialist, today announced the availability of Service Pack 4 for Version 4.5 of CosmoCall Universe, offering significant enhancements to current customers including major improvements to the historical reporting system and other valuable new features. With a ten-fold speed improvement, historical reports are now much faster to generate. New graphical report formats and other new reports such as 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. Call Detail were introduced, and new fields were added to existing reports, all in response to customer requests and feedback. Since its introduction, CosmoCall Universe has based its historical reports on Crystal Reports Server. In SP4, CosmoCom has migrated historical reporting to Microsoft Reporting Services (MSRS MSRS Minnesota State Retirement System MSRS Maine State Retirement System MSRS Manic State Rating Scale MSRS Metalsmith Ship Repair Sheet (US Navy rating) MSRS Micro Surgery Robotic System MSRS Molecular Sieve Regeneration System ), which is included in Microsoft SQL Server A relational DBMS from Microsoft that is a major component of the Windows Server System. It is Microsoft's high-end client/server database and is closely integrated with Microsoft Visual Studio and the Microsoft Office System. at no additional cost. The massive conversion effort presented an opportunity for many enhancements. "Contact Centers live by their reports," explained Ari Sonesh, CosmoCom 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. . "Content improvements are always welcome, and speed improvements are perhaps even more welcome. Slow report generation has been an endemic problem in the industry. We believe that our report performance has always been competitive, but our new and much faster infrastructure is something of a breakthrough," Sonesh continued. "Our customers are delighted with the unexpected improvement." Other SP4 enhancements include better management of scheduled callback requests and the ability to attach voice mail messages to the callback requests, better storage and retrieval facilities for voice messages, more complete and more flexible system status reports on the agent desktop, and Interactive Voice and Video Response (IVVR IVVR Interactive Voice & Video Response ) support for more 3G phones. About CosmoCom 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, 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 (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. ), interactive voice and video response (IVVR), computer telephony integration Computer Telephony Integration - Computer Telephone Integration (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, 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, EagleACD, and many others, as well as Fortune-class enterprises throughout the world. For more information, please visit www.cosmocom.com. |
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