The Carrier-Grade, All-IP Contact Center Platform for Next Generation Network-Based Services

Network-Based Universal Access ACD

Any-Media Customer Contacts: Telephone calls with interactive voice response and live CSRs, computer calls from the Web with text chat, voice, video, and collaboration, and e-mail, voice, and fax messaging—all with unified queuing and reporting.

Multiple Locations, One System: Locate CSRs where convenient—in multiple centers, or at home—and manage them all with one network, one set of business rules and one set of reports.

One Connection, One Network: The all-IP internal architecture means that CSRs need nothing more than a single IP connection—even for traditional telephone calls!

Advanced Contact Center Features: Skills-based and priority routing, rich real-time and historical reporting, call recording, drag-and-drop IVR creation, and web-based administrative tools.

Easy Implementation: A standard, computer-based development environment with APIs that simplify system integration in even the most complex environments. No CTI middleware required. Pre-integrated solutions with industry-leading CRMs further reduce implementation headaches.

Intelligent Routing to Legacy Contact Centers

CosmoCom's Next Generation Intelligent Network (NGIN) offering brings traditional Intelligent Routing features from the legacy circuit telephone networks into the domain of the IP telephone networks of today and tomorrow. The CosmoDesigner graphical service creation tool gives the end user complete real-time control over their routing and IVR logic. Example services include:

Static Pre-Routing:

• Time, Day of Week or Date
• Percentage Allocation
• Origin Location-Dependent Routing
• Caller Menu Selection from IVR
• Caller Database Lookup
• Busy / No Answer Alternative Routing
• Emergency Condition Routing

Dynamic Pre-Routing:

• Route by Agent and Call Center Status
• Find the Best Available Agent Across Many Sites

Solutions for both Service Providers and Enterprises

• Service providers can offer feature-rich, loyalty-enhancing services like pre-routing and network-based ACD that create new revenue and pull through basic services. Customers have tools to manage all of their own routine operations—reducing service provider costs, and increasing customer satisfaction.
• Enterprises get a feature-rich, carrier-class platform on which to base their business. And with the all-IP platform, there is no risk of stranded technology investment—the future is built in!

OEM-Ready

CosmoCall's CCI (Computer-to-Computer Integration) makes it easier than ever to customize, modify or repackage the product. All components of the product come complete with open APIs based on easy-to-use computing standards.

• All user interfaces can be easily re-branded, or even completely rebuilt to create a unique look and feel.
• CCI makes it easier than ever to package CosmoCall Universe with other value-added applications, such as leading CRMs.
• Open APIs for reporting data make it easy to unify data with other applications.

Carrier-Class Platform

• High-Capacity Platform: The carrier-grade platform scales to support 500,000 call arrivals per hour and 8,000 simultaneous agents.
• High-Availability Architecture: Designed with no single point of failure to meet the most demanding needs of the Telco network.
• Multi-Tenancy with Customer Self-Administration:  Ideal for network-based offerings. The platform can be sub-divided to provide each tenant on the system the complete capabilities of their own virtual CosmoCall system, including IVR and ACD self-provisioning, reporting, and management tools.

Platform Elements

Core ACD Servers
A full-featured, high capacity ACD queuing and routing engine for live telephone, chat, and VoIP sessions, and for messages including email, voice and fax. Logging, real time and historical reporting, and resource management.

CosmoDesigner Service Creation Environment
Creates IVR and ACD call flows for all types of media interactions, including IVR, live voice, live Internet, and message calls. Creates complete intelligent routing call flows with integrated IVR interaction.

VoIP Connection Server
Mediates inbound and outbound telephone and VoIP calls. Provides the IVR interaction, voice message recording, and call control. Interoperates with standard media gateways and NGN infrastructure.

Message Connection Server
Allows your CosmoCall center to accept email and voice messages for queuing and routing. Messages can originate from the web, or from CosmoCall Universe's IVR system. Provides complete message archiving by customer and discussion thread

Internet Connection Server
Supports the connections from Internet callers for text chat, VoIP, video, and other media via the Internet.

Agent Servers
Facilitates the deployment of CSRs located remotely from CosmoCall Universe servers. Provides security and centralized functions for CSR setup and administration.

Agent
Provides the CSR's desktop interface for agent communication, allowing the CSR to service all types of calls and messages.

WebCaller
A pure HTML technology that provides a universal solution for all callers, regardless of browser platform and firewall situation.  Requires no software download or installation.

For further information about the system architecture of CosmoCall Universe, and how these components work together, please consult the CosmoCall Universe Technology Overview.