COSMOCOM HONORED FOR CONTACT CENTER INNOVATION

CosmoCom is pleased to announce that the CosmoCall Universe™ Contact Center platform has been recognized by a leading Industry publication with a prestigious Innovation Award for demonstrating raw innovation, unique features, and significant contributions toward improving communications technology.

"CosmoCom prides itself on innovations with a purpose: to optimize communication between organizations and their customers," said Ari Sonesh, CosmoCom's Chairman and CEO. "From our original patented work on the all-IP contact center architecture and universal queuing and routing, through every version and product improvement, including our latest advances enabling comprehensive contact center platform consolidation in the largest enterprises, we are working to make organizations more reachable and responsive, improve the customer experience, and make customer care more efficient and cost effective for companies on every continent."

HOME AGENTS AND THE ENVIRONMENT

In the July issue of CosmoChronicle we began writing about home agents and why this trend is increasing. We focused on one particular benefit of using home agents -- expanding the pool of qualified job candidates. This month we'll look at another reason why it makes sense to consider home agents as part of your contact center strategy.

Introducing or expanding the use of home workers is good for the environment. Many companies are looking for new ways to to be good green citizens, and this is truly a megatrend. Home agents can play a significant role in meeting that goal. Reducing the number of cars on the road directly reduces pollutants and greenhouse gasses. This flavor of green is also a great benefit to the home agents because of the money they save on gasoline and other commuting expenses.

How does an enterprise enable home agents? Traditional contact center technologies often can't support support them gracefully. Complex, expensive solutions are not economically feasible, and may introduce their own offsetting carbon footprint. IP and the advent of the virtual contact center have made it both possible and practical to extend contact centers to home agents and beyond.  CosmoCom's unified, all-IP platform makes it cost-effective and easy to include home agents with the same control, reporting, and monitoring tools available for premise-based agents. 

Learn more about virtual contact centers, contact center consolidation and other related topics through a number of informative whitepapers that you can download free from CosmoCom's website.

HOW ARE YOU HANDLING OUTBOUND DIALING?

We talk so often about the benefits of CosmoCom technology as a whole, or about important business strategies like contact center consolidation and unified customer communications, that we sometime forget to step back and highlight some of the many exciting and important functions that we sometimes take for granted.  Outbound dialing is one of those core elements that we want to highlight today.

We have been seeing a sharp increase in interest in our outbound dialing technology, including preview, progressive, predictive, and IVR dialing, among customers and prospects. There are probably a number of good reasons for this.  Many countries and municipalities are imposing more and more stringent regulations on abandoned calls. A number of existing dialing solutions on the market are simply incapable of complying, which leaves contact centers open to potential fines and possible litigation. Also, some predictive technologies lack the scalability that today's enterprises demand, Others are at or near their end of life, leaving enterprises to seek new alternatives.

Fortunately, CosmoCall Universe includes a state-of-the-art outbound dialer  with an array of campaign management tools and call blending capabilities.  Advanced algorithms based on real-time massive simulation are used to dynamically control the pacing, enabling compliance with abandoned call regulations without sacrificing agent productivity.  In fact, many recent customers chose CosmoCom because our flexible outbound functionality met or exceeded their requirements.

JOIN US AT FALL SHOWS IN THE US AND UK

In the coming weeks and months you can talk to CosmoCom staff and learn more about CosmoCall Universe firsthand on both sides of the Atlantic. In September you'll find CosmoCom at Call Centre Expo in the UK and as a Gold Sponsor of Call Center 2.0 in Los Angeles in the US. In November we invite you to join us at VoiceCon in San Francisco.

At the Call Centre Expo show in Birmingham, UK  you can find CosmoCom ready and willing to discuss your contact center consolidation and virtualization needs at booth F14. The event takes place from 16 to 17 September at the Birmingham NEC. Make sure you stop by..

At the same time, in North America, CosmoCom is a Gold Sponsor of  TMC's Internet Telephony Expo West/Call Center 2.0 show, from 16 - 18 September, at the Los Angeles Convention Center. If you are looking for the right technology to consolidate your contact center(s), we encourage you to to stop by booth 231 to discuss your needs and participate in a demo. Well also be be speaking at the "Embracing Unified Communications in the Contact Center" panel on Tue. Sept. 16 from 1:45 to 2:30 pm as well as conducting the "Contact Center Mobility" session on Thu. Sept. 18 from 2:00 to 2:45 pm. Again, here is a special CosmoCom VIP pass to help you with free admission to the show floor.

From 11 - 12 November you can find us on the show floor at the VoiceCon conference and exhibition at the Moscone Center North in San Francisco, CA. We'll be waiting for you in booth 439.  Please use this discount coupon to receive a free exhibit only pass or to receive a discount on full admission.

WHO'S TALKING? RECENT INK

In late August, Richard Grigonis, Executive Editor of TMC's IP Communications Group, wrote an in-depth article that looks at the importance of the contact center in the customer experience equation and how IP contact centers can improve communications with customers in new ways. In the Customer Inter@ction Solutions feature called  "IP Contact Centers Take the High Ground" he highlights a number of technologies that are changing the face of customer communications. CosmoCom is among the first companies featured. In the section that mentions us, Rich begins by recognizing our place in the CCOD space, "When it comes to hosted call centers, the name of CosmoCom looms large." However, CosmoCom technology is a superior premise based solution as well, and a sizeable portion of the article is devoted to the technology innovations and recent enhancements that make CCU the obvious choice for enterprises.

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Israel

Ayelet Leizerovich, recently became a regular, full-time employee of CosmoCom in the role of systems engineer. Before that Ayelet worked in a similar capacity as an intern in the Israel office.

CosmoCom Japan

Takako Matsutomi, has joined the CosmoCom Japan team as Sales Director. Takako brings with her a great reputation in the industry and more than ten years of successful contact center sales experience at Aspect, Concerto and Rockwell EC.

TRADESHOW NEWS: COMING ATTRACTIONS

	Call Center 2.0/IT Expo East Sept. 16 - 18, 2008  Los Angeles Convention Center Los Angeles, CA, USA http://www.itexpo.com CosmoCom is a Gold Sponsor of Call Center 2.0 See us in Booth CC 231
	Call Centre Expo 2008 Sept. 16 - 17, 2008  Birmingham NEC (National Exhibition Center) Birmingham, UK http://www.callcentre-expo.co.uk  Visit CosmoCom in Booth F14
	VoiceCon San Francisco 2008 Nov 10 - 13, 2008 San Francisco, CA, USA http://www.voicecon.com/sanfrancisco/ Visit CosmoCom in Booth 439
	RECORDED WEBINARS
	View recordings of our Webinar events including "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

	SUBSCRIPTION INFORMATION
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	TECH SUPPORT UPDATES
	CosmoCom has replaced SupportNet with a new improved support site, for customers and partners, called CosmoCom Online Technical Support. You can find the latest documentation, Hot Fix bundles, Microsoft updates that have passed QA for CosmoCall Universe deployment, discussion groups and more. In addition, you can now access your support tickets online. If you have not yet obtained your secure login information, please contact your CosmoCom representative or send support an email.

 

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