CosmoCom Releases CosmoCall Universe Version 4; Includes Many Enhancements Targeted at Service Providers.Business and High Tech Editors ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men 2001 CHICAGO--(BUSINESS WIRE)--Aug. 2, 2001 CosmoCom (booth #557), the leading provider of new generation universal access call center platforms, today announced the release of Version 4 of its award-winning Adj. 1. award-winning - having received awards; "this award-winning bridge spans a distance of five miles" call center software, CosmoCall Universe(TM). Based entirely upon the IP protocol, CosmoCall Universe connects businesses and their customers worldwide in multimedia, multi-channel See multichannel. call centers that include telephone, voice and video over the Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the , keyboard A set of input keys on a terminal or computer. It includes the standard typewriter keys, several specialized keys and the features outlined below. See QWERTY keyboard, Dvorak keyboard, AZERTY keyboard and virtual keyboard. chat, 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. , e-mail, voice mail, and fax. Significant enhancements found in CosmoCall Universe 4 include tenant self-administration, GUI-based call flow design, direct connectivity A generic term for connecting devices to each other in order to transfer data back and forth. It often refers to network connections, which embraces bridges, routers, switches and gateways as well as backbone networks. to next gen VoIP networks, multimedia recording, streamlined CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. integration, and improved integration with legacy and multi-site environments. "CosmoCom continues to address and anticipate customer requirements with CosmoCall Universe version 4, offering new and improved functionality for service providers and their customers," said Steve v. t. 1. To pack or stow, as cargo in a ship's hold. See Steeve. Kowarsky, Executive Vice President of CosmoCom. "The innovations found in version 4 will provide our customers with the technology needed to offer the most cost efficient multimedia call center solution available today."
Tenant Self Administration
Universe 4 adds tenant self-administration (TSA) capabilities to
CosmoCall Universe's existing multi-tenancy features. TSA benefits
tenants by providing them with administration and reporting
capabilities needed for effective control and management of their
operations. This eliminates their reliance on the service provider
for routine administrative functions such as adding agents,
changing call routing, and producing reports. These same features
make CosmoCall Universe an even more profitable offering for
service providers by eliminating their day-to-day involvement with
their customers' operations. System partitioning features assure
tenants that their operations will be secure and isolated from
other system tenants. A single system is scalable to 1000 tenants.
GUI-Based Call Flow Design
CosmoDesigner, new with Universe 4, is a graphical tool for call
flow generation that does not require programming for the creation
and modification of call flows, including IVR Scripting
components. CosmoDesigner is browser-based, enabling the ability
to securely modify call flows from any PC connected to the
Internet.
Direct Connection to Next Gen VoIP Networks
Universe 4 introduces a new system component, the VoIP Connection
Server (VCS), that enables connectivity to any standard VoIP
gateway, in-network or on-premise, which converts inbound
telephone calls into VoIP sessions for delivery to a CosmoCall
Universe agent. The VCS also handles outbound calls by taking
advantage of existing network gateways, reducing telephony costs
by keeping calls on the IP network until reaching the gateway
closest to the call's endpoint. The VCS supports voice call
functions including call control, IVR, and voice message
recording.
Multimedia Recording
CosmoCom's newly introduced CosmoCorder provides multimedia,
multi-channel recordings of agent-caller interactions. CosmoCorder
records voice, chat, and e-mail sessions, and includes a database
searchable by parameters such as agent, time frame and call type.
CosmoCorder includes a browser-based client for administrative
personnel to review the captured sessions.
Streamlined CRM Integration
CosmoCom introduces CosmoConnector, an out-of-the-box integration
enabler for packaging CosmoCall Universe with leading CRM
applications such as Siebel and Onyx. CosmoConnector now makes it
possible to integrate CosmoCall Universe to a leading CRM package
only by supplying a handful of parameters using a wizard-based
setup tool. This simplicity offers significant time, cost and
complexity savings versus a traditional consultant integration
project.
Integration with Legacy Call Centers
Universe 4 includes new capabilities to provide a seamless
transition from circuit to new generation call centers. These
enhancements allow new media types (i.e., chat, e-mail, VoIP and
video) to be added to existing call centers while making use of
the existing ACD infrastructure to deliver telephone calls.
Universe's universal queuing and routing engine allows efficient
blending of new media types with telephone calls. Flexible audio
delivery features means that calls can be delivered to agents, on
an agent-by-agent selectable basis, via the legacy ACD, via a
dedicated IP phone or the agent's PC-based softphone. This enables
a smooth transition to new gen technology while providing built-in
fallback to support the process.
Multi-Site Unification
CosmoCall Universe's universal queuing and routing engine can also
be used to unify several legacy and/or new generation call centers
across multiple sites. All agents, both circuit-based and new gen,
regardless of location, become part of the CosmoCall Universe
system. This approach, called the Seamless Enterprise Hybrid
Call-Center (SEHC-C) provides inherent load-balancing that enables
multi-site functionality superior to that provided by Intelligent
Call Routing (ICR) middleware products. With SEHC-C, all media
calls (not just telephone calls) are routed to the best agent
across all centers--instead of being routed to a local ACD for
additional queuing and routing. Calls are distributed more
efficiently because queues provide single-stage routing directly
to agents, rather than two-stage routing, first to the call
center, and then to the agents.
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. 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 please visit
www.cosmocom.com.
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