IP Contact Center Technology for Integrators, Resellers & OEMs

CosmoCall Universe™ is the ideal technology choice for systems integrators, resellers and OEMs building mission critical contact center applications. CosmoCall Universe supports multichannel customer interactions via telephone and Internet, live and message-based, fixed and wireless - in one high capacity, high availability platform. 

CosmoCom's patented technology is eminently well suited to address the enterprise contact center market, large and small. This is a market that CosmoCom addresses primarily through system integrators, resellers and OEMs. Many of our partners have had extraordinary success with offerings built around the core of CosmoCall Universe technology.

What makes CosmoCall Universe the product of choice for our partners is its unusual combination of the following three attributes:

• Depth and breadth of contact center features and functions available within its completely unified architecture. CosmoCall Universe was designed from the ground up as a multi-channel, universal access contact center that includes the five key function areas of ACD, IVR, CTI, predictive dialing, and recording. 
   
• Rich set of documented and supported APIs to customize the behavior and appearance of the system, extend its capabilities, and integrate it with other technologies.
   
• Active cooperation and support from CosmoCom in relationships where an integrator, reseller or OEM is adding value and capabilities to the system. For example, those who are using the platform as the basis for CIRM or Contact-Center-in-a-Box offerings. 

Some of the key benefits of the CosmoCall Universe platform are described below.

Unifies All Customer Contact Options in a Single all-IP System

• Inbound Telephone Calls with Interactive Voice Response and Live Agents
• Outbound Telephone Calls with Preview and Predictive Dialing
• Computer Calls from the Web with Keyboard Chat, Joint Browsing, Voice, Video, and Collaboration
• E-Mail Messages
• Voice and Fax Messages
• Wireless Messages, SMS

Customers can contact you whenever and however they choose. Track and manage all customer interactions via all media in one system with universal queuing.

Flexible Handling of Telephone Callers

Callers can reach the agents by making an ordinary telephone call. Telephone callers can first be routed to CosmoCom's feature-rich IVR system for self-service or to gather routing instructions. The call is then routed to the most appropriate agent, who can be anywhere on the IP network. A PC with a headset is the only communication appliance agents need. Call delivery to an agent's circuit telephone or IP telephone is also available, and telephone-only agents (without PCs) are also supported.

Live Internet Customer Care

Attracts and encourages customers to go where you most want them to go — to the self-service environment of the Web — by providing in-context live assistance available whenever they need it. Collaboration via the IP session brings fast solutions, making agents more productive and customers more satisfied. CosmoCall Universe's multimedia connections enable agents and callers to "show and tell" with agent- and caller-led browsing, shared pointer and joint form filling providing a personal online experience for the customer and improving agent sales and support effectiveness.

Remote Agents and Virtual Call Centers at No Cost

CosmoCall Universe enables agents to be located anywhere — while still providing 100% feature functionality, including PSTN voice — enabling seamless call routing within global organizations. CosmoCall Universe's tenant self-administration enables easy management of virtual call centers — without the overhead of a separate IT infrastructure. A PC connection to the managed IP network is all agents, supervisors, and administrators need.

Inherent CTI Via Computing-Standard APIs

Gather the caller's information from the IVR and website and present it in a screen pop to the agent's desktop using standards-based APIs. Forget about the cumbersome, costly CTI (Computer Telephony Integration) projects that traditional ACDs require, and use CCI (Computer to Computer Integration) instead.If you have experience with using CTI to coordinate IVR, ACD, and CRM applications, you will be amazed at how much easier it is to accomplish these advanced integrations with CosmoCall Universe.

Scalable, High-Capacity, High-Availability Technology

CosmoCall Universe provides high capacity, reliability, performance, and security. Software is licensed according to capacity. Add capacity via additional licenses at any time. Scale up to 8,000 agents, 50,000 simultaneous calls and messages, and 500,000 call arrivals per hour — with no single point of failure.

Advanced Multimedia Call Center Features

• Unlimited Queues and Agent Groups
• Skills-Based Routing
• Intelligent Priority Handling
• E-Mail Queuing and Routing
• Voice Message Queuing and Routing
• Interactive Voice Response
• Web Collaboration
• Remote Administration and Supervision
• Real Time and Historical Reporting
• Open Database Connectivity for Customer Reporting and Workforce Management
• Graphical Application Development Tools
• Open APIs for CRM and Other Application Integration
• Complete Multimedia Recording
• Advanced Predictive Dialing