CosmoCom and ABS Announce Successful Deployment of Global, Web-enabled Help Center; ABS Clients Can Now Request Live Support Through Multiple Formats Anytime, Anywhere Worldwide.Business Editors MELVILLE, N.Y.--(BUSINESS WIRE)--July 25, 2001 CosmoCom, Inc., the leading provider of new generation call center platforms, announced today that ABS (Automatic Backup System) See backup program. Associates, a leading Midwest technology management company, has successfully deployed CosmoCom's all-IP call center solution, CosmoCall Universe(TM), and will use it to offer ABShelp, a global, Web-enabled help center, to its clients. "CosmoCall Universe is vital in our mission to respond to service requests anyway, anytime, anywhere," states Jay Schiele, ABS' Chief Operations Officer. "Early results demonstrate that it is possible to maintain a high level of personal service while favorably fa·vor·a·ble adj. 1. Advantageous; helpful: favorable winds. 2. Encouraging; propitious: a favorable diagnosis. 3. impacting the bottom line of our clients." ABShelp expands the firm's IT service solutions capability worldwide and dramatically improves overall productivity. Through CosmoCom's technology, ABShelp users can select support in any format they choose: email, chat, telephone, co-browsing, voice over IP, and video. Based on customer specific business rules, the platform automatically directs these requests to the proper ABS support professional. ABS selected CosmoCall Universe as their call center platform because of its seamless architecture. "CosmoCom's technology was a unified solution, as apposed ap·pose tr.v. ap·posed, ap·pos·ing, ap·pos·es To place in proximity; juxtapose. [Probably ad- + -pose (as in compose).] to the competitors' glued glue n. 1. a. A strong liquid adhesive obtained by boiling collagenous animal parts such as bones, hides, and hooves into hard gelatin and then adding water. b. together approach," adds Schiele. "CosmoCall Universe's open APIS Open API (often referred to as OpenAPI) is a word used to describe sets of technologies that enable websites to interact with each other by using SOAP, Javascript any other web technology. enabled us to integrate our CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. package rapidly. CosmoCom's field proven, feature rich technology was the clear choice for ABS." "Service providers such as ABS need the flexibility and reach of an all-IP call center, and we've built ours from the ground up to handle industrial strength traffic and the unique demands of global businesses," said Erik Laurence, CosmoCom's Vice President of Business Development. "Call centers have become a crucial part of the CRM equation, and companies like ABS are in the perfect position to bundle call centers with other services to capture additional business." About ABS Associates, Inc. Founded in 1982, ABS is the leading provider of high level IT solutions to major corporations. The company serves America's most dynamic businesses with on-site and on-line helpdesk, network, and deskside support. The new Web-enabled Help Center expands ABS' capability worldwide and meets the needs of a diverse and dispersed dis·perse v. dis·persed, dis·pers·ing, dis·pers·es v.tr. 1. a. To drive off or scatter in different directions: The police dispersed the crowd. b. IT environment. For more information, access the ABS home page at www.abs-inc.com. About CosmoCom 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 Also called "RAS" (reliability, availability, serviceability) or "fault resilient," it refers to a multiprocessing system that can quickly recover from a failure. There may be a minute or two of downtime while one system switches over to another, but processing will continue. , multi-tenant platform. 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. |
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