CosmoCom to Provide IP-Enabled Platform for Integrated Next Generation Contact Center Solution.
Business Editors, Hi-Tech Writers
MELVILLE, N.Y.--(BUSINESS WIRE)--March 27, 2001
Telcordia, a Leader in the Development of Next Generation Network
Technologies, Selects CosmoCall Universe(TM)as Core Platform for
End-to-End Customer Service Contact Center Solution
CosmoCom, Inc., the leading provider of new generation call center platforms, today announced that CosmoCall Universe(TM), their leading all-IP call center platform, will provide the core platform for the Telcordia Next Generation Contact Center (NGCC NGCC Natural Gas Combined Cycle
NGCC Navire de la Garde Côtière Canadienne
NGCC New Generation Community Church
NGCC National Guard Computer Center
NGCC Next Generation Call Centre (Datapoint Consulting, UK) ) Solution, an IP-based, end-to-end customer service contact center solution that provides real-time interactions with customers from virtually any device via any network. With Telcordia Technologies Telcordia Technologies, formerly Bell Communications Research, Inc. or Bellcore, is a telecommunications research and development (R&D) company based in the United States and created on January 1 1984 as part of the 1982 Modification of Final Judgment that broke up , Inc. acting as a systems integrator, NGCC has been constructed of best-of-breed customer service support and management products to create a comprehensive and innovative customer support solution.
CosmoCall Universe connects businesses and their customers worldwide in multimedia sessions via the Internet and the telephone, and also manages e-mail and voice messages, all in a single, unified platform. CosmoCall Universe's all-IP architecture is designed for 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. operation and global distribution. The award-winning system is the only truly unified call center technology available today, a carrier-class system for service providers and enterprises.
"As an established leader in telecommunications technology, Telcordia is well positioned to bring this Next Generation Contact Center Solution, that utilizes CosmoCall Universe as its platform, to the marketplace," said Erik Laurence, Vice President of Business Development. "The Next Generation Contact Center Solution integrates business, market, technical, service and operational data that not only can reduce operational costs, but also increase revenues, thus transforming a call center into a true profit center."
"We are pleased to include CosmoCom Universe in the integration of the Next Generation Contact Center Solution," said Dennis Jennings, Group Vice President and Managing Director of the Professional Services's Systems Engineering Business Unit at Telcordia Technologies. "CosmoCall Universe was the obvious choice for the platform for our solution. It was designed from the ground up as a unified call center platform. Telcordia will provide additional value-added applications on top of the CosmoCall Universe platform and integrations of CosmoCall Universe with Telcordia and other vendors' products and services."
In a report entitled, "Remote CSRs - There's No Place Like Home," the Robert Frances Group, an international consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee
business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a , reported, "The next logical step in a remote CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. implementation would be to combine the voice and data link to the headquarters infrastructure via a single connection and the utilization of VoIP packet switching A network technology that breaks up a message into small packets for transmission. Unlike circuit switching, which requires the establishment of a dedicated point-to-point connection, each packet in a packet-switched network contains a destination address. technology. Call center managers would then be able to provide remote agents with the functionality of the corporation's digital phones without the requirement for any hardware besides a PC. With this set-up, a physical phone would not even be needed at the remote site as both voice and data would travel over the ISP (1) See in-system programmable.
(2) (Internet Service Provider) An organization that provides access to the Internet. Connection to the user is provided via dial-up, ISDN, cable, DSL and T1/T3 lines. or virtual private network IP connection. IP-based call center products such as CosmoCall Universe support such a remote IP solution today."
The Next Generation Contact Center Solution is designed to support businesses with a personal touch. It provides integrated customer support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services , handling customer interactions via the Web, e-mail and telephone through wireline and wireless, 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. , IP and converged networks. Modeled on a unified, IP-based architecture, the Next Generation Contact Center Solution offers numerous multi-channel and multi-media features, and can be tailored to meet the needs of any enterprise or service provider. The Next Generation Contact Center's capabilities allow service providers to offer competitive differentiating, value-added, hosted contact center services to their business customers. The solution can also interoperate with existing legacy contact center systems.
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.
About Telcordia Technologies, Inc.
Telcordia Technologies, Inc., an SAIC SAIC - http://saic.com. company, is one of the world's largest providers of operations support systems Operations Support Systems (also called Operational Support Systems or OSS) are computer systems used by telecommunications service providers. The term OSS most frequently describes "network systems" dealing with the telecom network itself, supporting processes such , network software and consulting and engineering services to the telecommunications industry. A leader in the development of Next Generation Network technologies, Telcordia employs more than 7,000 professionals, and has revenues of more than $1.5 billion. Telcordia (www.telcordia.com) is headquartered in Morristown, NJ with offices throughout the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. , Canada, Europe, Central and South America South America, fourth largest continent (1991 est. pop. 299,150,000), c.6,880,000 sq mi (17,819,000 sq km), the southern of the two continents of the Western Hemisphere. and Asia Pacific.