TV Travel Shop Builds Customer Communication Center with CosmoCall Universe.Business/Internet & Travel Editors MELVILLE, NY--(BUSINESS WIRE)--Aug. 21, 2001 New travel service integrates CosmoCom's multimedia call center software with CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and booking systems for seamless customer management TV Travel Shop Germany GmbH & Co KG, the creator of a TV channel selling holiday travel, has built a new generation Customer Communication Center based on CosmoCall Universe(TM), CosmoCom's all-IP multimedia call center software. TV Travel Shop created the Communication Center by integrating CosmoCall Universe with the Siebel CRM System and the Merlin Merlin, in Arthurian legend, magician, seer, and teacher at the court of King Vortigern and later at the court of King Arthur. He was a bard and culture hero in early Celtic folklore. In Arthurian legend he is famous as a magician and as the counselor of King Arthur. booking system to provide a seamless experience for its customers. In addition to the TV channel, TV Travel Shop has plans to extend its presence to 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 and an interactive TV channel. "TV Travel Shop customers should get the total travel agency experience no matter where they access our service," said Kurt Niclaus, managing director TV Travel Shop Germany. "CosmoCall Universe gives us the unified platform to deliver that experience plus the flexibility to deploy it with other CRM applications and among agents in various locations. The system will expand as we do and help TV Travel Shop stand out among its competitors." TV Travel Shop is designed to provide entertaining and informative programming for travellers and features studio reports and interviews; video guided tours guided tour guide n → visite guidée; what time does the guided tour start? → la visite guidée commence à quelle heure? of destinations, resorts and hotels; and exclusive offers from major tour operators. CosmoCall Universe can route all incoming customer contact--telephone, e-mail, Web and fax --to the PCs of more than 140 holiday experts (agents) and in the near future also through the Internet. As deployed, the TV Travel Shop call center is scalable to 1,000 call center agents, who can access the system from any location with an Internet connection. CosmoCall Universe supports up to 8,000 customer service representatives, handles up to 500,000 calls per hour and manages 50,000 contacts at the same time. "TV Travel Shop's blend of television, Web and interactive TV creates unique challenges that are best addressed through an all-IP communications network The transmission channels interconnecting all client and server stations as well as all supporting hardware and software. ," said Steve Kowarsky, Executive Vice President of CosmoCom. "CosmoCom's patented, pure-IP platform offers cost-effective cost-effective, n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. , proven performance to weather these challenges." CosmoCom's call center platform, 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. CosmoCom's award-winning system is the only truly unified call center technology available today, a carrier-class system for service providers and large-scale end users. About TV Travel Shop TV Travel Shop started in UK in 1998 as "TV Travel Agency". Already during its first year, the company had a turnover of 65 million pound sterling. Today the channel reaches more than 8.5 million households in Great Britan with its reports and special offers for holidays. The German subsidiary was founded in 2000 and is owned to 25 percent by TUI tui: see honeyeater. (Telephone User Interface) The combination of Touch-tone input from the telephone keypad coupled with speech output from the connected voicemail or IVR application. . 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 enabling service providers to offer, on a hosted bases, mission critical contact center applications to their clients. 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, 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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