CosmoDesigner Unifies Call Flow and IVR Modeling for CosmoCall Universe Users

Self-administration of Call Flow Provides Benefits for both Service Providers and Their Customers

ICCM, CHICAGO, IL, August 1, 2001 – CosmoCom, the leading provider of new generation universal access call center platforms, today announced the availability of CosmoDesigner™, a powerful and highly flexible GUI-based call flow tool for the CosmoCall Universe™ call center solution.

Consistent with the unified approach of CosmoCall Universe, CosmoDesigner is an end-to-end call flow tool, providing the ability to manage the initial caller greeting, extended IVR sessions, CRM database interaction, call skills assignment and de-assignment, music-on-hold, queuing and routing to agents.

In addition, CosmoDesigner fully supports CosmoCom’s multi-tenancy framework, allowing service providers to offer call flow self-administration to their customers or "tenants". This gives customers control over the design and deployment of their call center call flows, while relieving the service provider of this responsibility.

With CosmoDesigner, diagrams of the call flow process are made using a simple connect-the-boxes approach with drag-and-drop icons that form a pictorial diagram of the call flow. Each box represents a step in the interactive voice response (IVR) or call flow, encapsulating many complex operations into these easy-to-use building blocks. While no programming skills are needed to use CosmoDesigner, full access to the CallXML language is provided to accommodate advanced users.

"CosmoDesigner is really a win-win," says Erik Laurence, VP of Marketing and Business Development. "For service providers offering hosted call center services, this means decreased operational costs. For their customers, CosmoDesigner is an intuitive tool to enhance the entire interaction between callers and the call center without sacrificing flexibility, and to enable these capabilities without requiring programming knowledge."

"Legacy environments often require the use of multiple tools, one for the IVR system, another to customize the queuing and routing and yet another to manage database interaction, " states Katrina Howell of analyst firm Frost & Sullivan. "What CosmoCom has done is provided call center managers with a unified tool to design the entire end-to-end call flow without the need to understand complex or obscure programming techniques."

Screenshots of CosmoDesigner are available at www.cosmocom.com/pressroom/CorpImages.htm

About CosmoCom, Inc.

CosmoCom, Inc., is the leading provider of new generation call center platforms. Its unified, all-IP product, CosmoCall Universe™ , 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.

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