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CosmoCom's
CosmoCall Universe Multi-Tenancy features empower
Service Providers to offer hosted call center services.
Multi-Tenancy features like Tenant Self-Administration
make managing hosted call centers easier and more cost
effective for both Service Providers and their tenants.
Service Providers benefit by being able to offload the
day-to-day activities of administering a call center to
their tenants. This makes CosmoCall Universe even more
profitable to Service Providers by enabling them to
focus on their core network operations. Tenants benefit
by gaining control and flexibility to manage their own
call center operations. Service Providers may optionally
decide to offer, as an added-value service, professional
management of these day-to-day activities on behalf of
the tenant.
System Level Multi-Tenancy Features
- System-wide Administration. Service
Providers can manage all tenants from a single,
easy-to-use browser-based interface.
- Security and Isolation. Advanced security
modeling and system partitioning features assure
tenants that their operations will be secure and
isolated from other system tenants.
- Flexible Resource Allocation. Leverage
servers and supporting personnel across multiple
customer accounts, or, optionally, guarantee
dedicated resources like telephone connections
and server resources for premium service offers.
- Billing. Open access to complete system
data for speedy and accurate customer billing.
Use standard reports or deliver call detail
record (CDR) information to other billing
systems.
- Scalability. A single system is scalable
to 1000 tenants.
Tenant Level Multi-Tenancy Features
- Tenant Self-Administration. Tenants can
manage their call centers without the
intervention of the service provider. They have
full control over day-to-day activities such as
adding and modifying agent queues, groups and
skills, changing call routing and producing
reports.
- Browser-Based Interface. Tenant
Self-Administration can be performed from a
standard Internet browser. The easy-to-use, but
secure, interface allows for on-the-fly
modification of queuing and routing parameters,
in reponse to the dynamic needs of their
environment.
- Customizable Web Contact Interface.
Tenants can customize both the click-to-call
buttons and the page layout for web initiated
chat, voice, and video calls.
- GUI-Based Call Flow Design. Tenants can
use CosmoDesigner, CosmoCom's graphical tool for
call flow generation, to create custom IVR and
routing scripts. CosmoDesigner is browser-based,
and enables drag-and-drop creation of call flows
without requiring programming skills.
- Reporting. Tenants can review the
performance of their call centers, both
historically and in real-time, with CosmoCom's
browser-based reporting tools.
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