CosmoCom and Microsoft Business Solutions Announce Relationship; Create Complete 'Contact Center in-a-Box' for OEMs And NSPs.Business Editors/High-Tech Writers MELVILLE, N.Y.--(BUSINESS WIRE)--May 20, 2003 CosmoCom announced today that CosmoCall Universe, its 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. ) platform including 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 Response (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 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. ) is now tightly integrated with Microsoft Business Solutions CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , an application developed by Microsoft(R) Business Solutions, a leading provider of business applications designed to help small, midmarket, and corporate account segment businesses become more connected to customers, employees, partners and suppliers. CosmoCom, the leading provider of next generation, IP-based contact center technology, is a strong proponent of the "Contact Center in-a-Box" concept. Also known as 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 (Customer Interaction and Relationship Management), these systems provide both CIM and CRM with a built-in level of integration previously available only through expensive custom projects. CosmoCom sees Microsoft CRM as an ideal partner application for its universal access contact center product, CosmoCall Universe(TM). The integrated technology is available in three forms: (1) a premises platform, mainly for OEMs wishing to offer a CIRM product; (2) a network service provider (NSP (1) (Network Service Provider) An organization that provides a high-speed Internet backbone to ISPs and other service providers. Sprint, MCI and UUNET are examples of NSPs. See Internet backbones. ) platform integrated with the planned NSP version of Microsoft CRM; and (3) an NSP platform configured to integrate with premise-based instances of Microsoft CRM. The integrated solution was demonstrated recently to a select group of telephone company executives from all over the world at Microsoft Connections: An Executive Summit for Service Providers. "Since we designed CosmoCall Universe around Microsoft standards, our platform is exceptionally open and fully unified within its own sphere, and our APIs are extremely compatible with those of Microsoft CRM," said Steve Kowarsky, CosmoCom's executive vice president. "This explains why with Microsoft CRM, we've been able to implement the vital integration points between CIM and CRM in a few weeks, compared to the years of effort that many contact centers have needed with other CRM systems." "We are pleased to be working with CosmoCom, along with our Microsoft NSP colleagues, to address a number of exciting worldwide OEM (Original Equipment Manufacturer) The rebranding of equipment and selling it. The term initially referred to the company that made the products (the "original" manufacturer), but eventually became widely used to refer to the organization that buys the products and and NSP opportunities," said Jos de Laat, director business development at Microsoft Business Solutions. "CosmoCom's strong presence in the NSP market is demonstrated by its status as a Managed Partner of Microsoft's NSP group. Its NSP presence, its proven viability as an OEM technology, and its extensive experience in CIM and CIRM, will provide our mutual customers with dramatically increased functionality that will maximize the return on their investment." About CosmoCom CosmoCom is the leading provider of all-IP, universal access contact center platforms. CosmoCall Universe(TM) supports multi-channel customer interactions including telephone, web chat, web voice, web video, web collaboration, email and voicemail in one high capacity, high availability, multi-tenant platform. CosmoCall Universe is a complete, unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and a complement of powerful management applications. Service Providers use CosmoCall Universe to offer network-hosted Contact Center On-Demand(TM) solutions to their end user customers. CosmoCom also provides best-of-breed IP ACD, IP IVR, and other elements to OEMs. CosmoCom technology is available worldwide through CosmoCom's OEM and Network Service Provider partners, including BT, Cable & Wireless, France Telecom, Korea Telecom, NTT NTT Nippon Telegraph and Telephone Corporation NTT New Technology Telescope NTT National Technology Transfer, Inc NTT Name That Tune (TV game show) NTT National Tree Trust NTT Number Theoretic Transform , PLDT PLDT Philippine Long Distance Telephone Company , Rockwell FirstPoint Contact 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 an array of industry awards and was recently ranked by Deloitte and Touche as Long Island's fastest growing company. For more information about CosmoCom, please visit www.cosmocom.com. CosmoCall Universe is a trademark of CosmoCom, Inc. Other companies and products mentioned herein are trademarks or registered trademarks of their respective trademark owners. |
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