HighSpeed Office Launches Online Customer Service Portal Powered by CosmoCom; CosmoCall Universe Enables Live, Interactive Service Over the Internet.Business Editors & High-Tech Writers MELVILLE, N.Y.--(BUSINESS WIRE)--Aug. 27, 2002 CosmoCom, Inc. today announced that HighSpeed Office, a high-speed broadband service provider An ISP, telephone company, cable company or other carrier that offers high-speed communications to homes and businesses, typically for Internet access. Cable modems, DSL and T1 lines are the common technologies. See broadband, cable modem, DSL and T1. for businesses, has expanded its Customer Service Center (CSC) to include an interactive Online Portal. Based on CosmoCall Universe, the CSC now enables live, Internet-based customer service from the HighSpeed Office support team in addition to instant access to service details, live service statistics and invoice information. HighSpeed Office provides high-speed broadband services to businesses across the U.K. through agreements with leading property owners. This allows HighSpeed Office to offer voice and data services, including Internet access See how to access the Internet. , email, firewall and virtual private network (VPN (Virtual Private Network) A private network that is configured within a public network (a carrier's network or the Internet) in order to take advantage of the economies of scale and management facilities of large networks. ), telephony and data storage. The addition of the Online Portal brings new online service options to HighSpeed Office customers, including the ability to connect with a HighSpeed Office support representative live via the Internet. "The ability to help our customers configure, troubleshoot or optimize their systems online is a great time saver and provides the efficient service our customers need," said Ian Sexton, Chief Operating Officer Chief Operating Officer (COO) The officer of a firm responsible for day-to-day management, usually the president or an executive vice-president. for HighSpeed Office. "This collaborative approach is much easier than asking customers over the phone to pull down menus, click obscure buttons and read back intricate data. It removes the frustrating guess work and greatly enhances customers satisfaction, providing a clear differentiation for HighSpeed Office." The Online Portal provides options for contacting HighSpeed Office support staff. For immediate needs, customers can initiative a live `Web call' using Internet chat, Voice or Video over the Internet. Alternately, customers can send a request for a call back from a HighSpeed Office agent via telephone. Customers may also send an email message to the support team for matters that are less urgent. Currently the Online Portal provides live service during normal business hours BUSINESS HOURS. The time of the day during which business is transacted. In respect to the time of presentment and demand of bills and notes, business hours generally range through the whole day down to the hours of rest in the evening, except when the paper is payable it a bank or by a , Monday through Friday from 8:00 am to 6:00 pm GMT (Greenwich Mean Time) See UTC. GMT - Universal Time 1 . HighSpeed Office will upgrade to 24/7 service within the next few months. CRM-enabled Contact Center The HighSpeed Office CSC and its Online Portal are based on CosmoCall Universe 4, CosmoCom's all-IP platform that connects businesses to their customers with multi-media, multi-channel options. CosmoCall Universe allows customers to interact with a business in their own preferred manner, via telephone, voice and video over Internet, keyboard chat, SMS (1) (Storage Management System) Software used to routinely back up and archive files. See HSM. (2) (Systems Management Server) Systems management software from Microsoft that runs on Windows NT Server. text messaging Sending short messages to a smartphone, pager, PDA or other handheld device. Text messaging implies sending short messages generally no more than a couple of hundred characters in length. , 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. (Interactive Voice Response), voicemail, and fax. The Online Portal takes advantage of Web chat, voice and video over the Internet and can route telephone calls to the most appropriate HighSpeed Office resource. CosmoCom and HighSpeed Office have tightly integrated Customer Relationship Management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) applications from Onyx with the CSC. The CRM capabilities provide HighSpeed Office agents with access to a customer's details and basic reason for calling prior to answering the call. This saves time for the customers and agent, greatly improving customer service. "HighSpeed Office is directly challenging the industry perception of customer care from network service providers through innovative solutions that provide live and intuitive customer service over the Internet," said Chris Butcher, Sales and Marketing Director at CosmoCom. "HighSpeed Office is truly visionary in its approach to customer service, using IP as an enabler to provide immediate and efficient support. HighSpeed Office is taking full advantage of the CosmoCall Universe platform to create competitive advantage for itself and its customers." About CosmoCom CosmoCom is the leading provider of all-IP, universal access contact center platforms. CosmoCom's flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , CosmoCall Universe(TM), is a carrier-class system providing true next generation capabilities for mission critical contact center applications. CosmoCall Universe supports multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple customer interactions via 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. CosmoCall Universe also enables service providers to offer network-based routing and pre-routing services to their contact center customers. 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. For more information about CosmoCom, please visit www.cosmocom.com. About HighSpeed Office HighSpeed Office is a customer service focused, integrated communications provider bringing managed voice, Internet, video and data solutions to business customers in UK metropolitan markets. Working in partnership with property owners, HighSpeed Office installs and operates next-generation networks, to provide simple and convenient bundled best-of-breed telecom services to the tenants. HighSpeed Office is able to offer tenants a competitively priced, high-bandwidth, single-source solution, together with a commitment to provide industry-leading customer service. HighSpeed Office delivers high quality, high availability, secure and scaleable, advanced telecommunications solutions. For more information about HighSpeed Office, please visit www.highspeedoffice.net. 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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