CosmoCom Releases CosmoCall Universe Version 3.3.Business Editors MELVILLE, N.Y.--(BUSINESS WIRE)--Feb. 20, 2001 CosmoCall Universe V3.3 Further Enhances A Robust, Feature-Rich System CosmoCom(TM), Inc., the leading provider of new generation call center platforms, today announced the release of Version 3.3 of its award-winning call center software, CosmoCall Universe(TM). A unified, all-IP product, CosmoCall Universe is a carrier-class system for service providers and large scale corporate users that supports multimedia customer interactions via all channels in one high-capacity, high- availability, multi-tenant platform. Significant enhancements include least-cost routing, multi-language support, single-click agent installation, browser-based real-time reports and blended, outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" dialing campaigns. Additional features in this version allow businesses to seamlessly add web contact capabilities to telephone agents, and extend CosmoCall Universe's unified queuing The process of lining up events in the order you want them processed. Whether it refers to packets in an IP network that search for the most optimal path to their destination, or telephone callers sitting in a "hold queue" waiting to be answered, queuing means the same thing: deciding on and centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. reporting capabilities to these agents, providing an enhanced evolution pathway pathway /path·way/ (path´wa) 1. a course usually followed. 2. the nerve structures through which an impulse passes between groups of nerve cells or between the central nervous system and an organ or muscle. for legacy-based call centers to migrate to new generation technology. "CosmoCom continues to address and anticipate customer requirements with CosmoCall Universe version 3.3, offering new and improved functionality for service providers and end users," said Stephen Dellutri, Chief Technology Officer and co-founder of CosmoCom. "Our approach to multi-language capability addresses the global nature of network-based call center services, providing the flexibility to add new languages as needed as needed prn. See prn order. without extensive software upgrades or service interruptions, while addressing the communication needs of a multilingual mul·ti·lin·gual adj. 1. Of, including, or expressed in several languages: a multilingual dictionary. 2. community. Least-cost routing decreases the costs to operate a global in-network call center service. Further, with more integrations to legacy equipment, we provide an evolution option for businesses with ACDs or telephone switches that wish to grow into an IP-based customer support environment." Major features and enhancements to CosmoCall Universe 3.3 are highlighted below. Least-Cost Routing Least-cost routing lets service providers and their customers leverage local access points for outbound telephone calls, reducing toll charges. While CosmoCall Universe agents have always had access to outbound dialing capabilities, this feature enables network operators and call centers to reduce outbound calling costs by hopping off the IP network serving their agents and onto the PSTN (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S. at the point closest to the call destination, thereby minimizing telephone charges Multi-Language Support CosmoCall Universe 3.3 includes multi-language support for caller Caller may refer to one of the following:
This feature allows businesses to serve the global marketplace from virtual call centers anywhere. Internet users Internet user n → internauta m/f Internet user Internet n → internaute m/f requesting live chat can automatically have the chat window presented in their preferred language. A single system supports multiple languages, selecting the appropriate language on a call-by-call basis. Additionally, a single system supports agent interfaces in multiple languages, with the agents dynamically selecting their language of choice for the agent-side interface. Single-Click Installation With CosmoCall Universe's single-click installation, users can set themselves up as agents via a simple software download. There is no need for any IT professional to install or configure See configuration. (software) configure - A program by Richard Stallman to discover properties of the current platform and to set up make to compile and install gcc. Cygnus configure was a similar system developed by K. the software on each desktop, and no need to install any hardware at all on the agent's desktop. This feature allows service providers to set up new customers as complete CosmoCall Agents - including the ability for them to answer telephone calls through their PCs - in a matter of minutes A Matter of Minutes is an episode from the television series The New Twilight Zone. Cast
prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. demand, and enables service providers to add new customer revenues without additional setup See BIOS setup and install program. costs or a physical service call. Browser-Based, Real-Time Reports CosmoCall Universe includes a browser-based, real-time reporting client, pictured left. This web-based interface graphically provides managers with critical, real-time statistics for call center management, such as agent status, call wait time, and quality of service levels. Web-based browsers means managers can have a unified view of the activity in their call centers, including all contact types (chat, e-mail, VoIP, and regular telephone calls) from any browser browser Software that allows a computer user to find and view information on the Internet. The first text-based browser for the World Wide Web became available in 1991; Web use expanded rapidly after the release in 1993 of a browser called Mosaic, which used on any PC with an Internet connection. Blended, Outbound Dialing CosmoCall Universe 3.3 supports blended inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound and outbound dialing campaigns for agents. With this feature, outbound dialing campaigns, such as those used for marketing or for resolution of customer issues, are delivered to the agent desktop with a screen pop of customer information the same way an inbound call is delivered. Like inbound calls, outbound calls are queued by the 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. with an associated priority and agent skill. With blended, outbound dialing, businesses can simultaneously use CosmoCall Universe for outbound marketing and other outbound customer service needs as well as inbound call center services--all with the same equipment, agents, and easy one-point administration. Web-Enabling Circuit Agents While CosmoCall Universe 3.3 is ideal for today's new generation call centers, CosmoCom recognizes that many businesses are seeking to leverage their existing investment in call center equipment as they expand into web-based customer support. CosmoCall Universe 3.3 addresses this need by providing the capability to deliver telephone calls to a standard telephone via connection to an existing central office switch, ACD or 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). . This feature permits customers with legacy switches to have web and e-mail contact capability, while keeping their existing handsets on the agent desktop for both incoming and outgoing calls. Additionally, CosmoCall provides unified queuing and centralized reporting for all types of calls, regardless of whether the agent is using an IP phone or a standard telephone. This feature allows agents who do not have access to a managed IP network to be a part of the CosmoCall Universe system. About CosmoCom, Inc. CosmoCom, Inc., is the leading provider of new generation call center platforms. Its unified, all-IP product, CosmoCall Universe(TM), is a carrier-class system for service providers and large scale corporate users that supports multimedia customer interactions via all channels - telephone and internet, live and message-based, fixed and wireless - in one high-capacity, high-availability, multi-tenant platform. The company's mission is to maintain its technology and market leadership in the growing new generation call center market, with a focus on the increasing number of service providers offering call centers as a network-based, hosted application. 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. , with offices and distribution partners throughout the world, CosmoCom has received an array of industry awards. Market analysts Frost and Sullivan recently reported that CosmoCom's large and growing installed base represents a 50% share of the US IP-ACD market. For more information about CosmoCom, please visit www.cosmocom.com. (c)2001 CosmoCom, Inc. |
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