CosmoCall Universe™ (CCU)  Version 5

The Unified Customer Communications Release

NOTE: The information below is only part of what CCU has to offer. CCU 6 (introduced in 2009) includes many more ground-breaking advancements in call center technology.

CosmoCall Universe (CCU) 5 is the fifth generation of patented IP-based contact center technology introduced by CosmoCom more that ten years ago and currently in use at many of the world’s leading telecommunication companies and enterprises. CCU was designed to leverage emerging IP-based convergence to unify customer communications across all channels, including voice, video, email and web sessions, across all locations, and across all knowledge workers in the enterprise.

CosmoCall Universe 5, dubbed the Unified Customer Communications (UCC) release, expands on its innovative roots, introducing a number of new tools that simplify contact center operations and provide significant enhancements to messaging infrastructure, call flow, reporting, and security.

Version Highlights

• Complete Redesign of email/voicemail
  Enhances multi-channel coverage of UCC
• Rich Transfer – Conference – Consult
  Intelligent routing across entire enterprise
• Rich Security Model
  Manage intra-organization units and views of UCC
• New CDR and IVR Report Portals
  Fast, random access to voluminous info
• Enhanced Video Device Management
  Enhances multi-channel coverage of UCC

Redesigned email/voicemail Environment

The email component of Unified Customer Communication is increasingly prominent. To support these usage trends, version 5 provides a complete redesign and a major expansion of its message management tools, including tighter integration of the familiar Microsoft Outlook Web interface. Among the new email tools are:

U or Q reply control enables agents replying via email to specify the "from" address of the reply using a context-sensitive list of possible senders – the individual agent, or any of the email queues to which the agent is connected. This is an important decision, because it determines how the next reply in the thread, the customer’s reply to you, will be routed. The answer to the question “U or Q” is always, “it depends.” And the U or Q feature gives you the choice to customize the “from” address to go with your response.

Automatic message history tracking providing agents with immediate access to all previous messages in the current thread, even if they are not quoted in the current message. Interaction history is basic to email customer communication. CCU 5's email management capability stands on its own, or works with an integrated CRM, for tracking email interaction history.

Unlimited message deferral with unlimited simultaneous message interactions gives agents the freedom and flexibility to manage their own workload while maintaining needed management information, control, and automatic time-based escalation to ensure prompt responses to every issue.

Push-or-Pull message distribution options that allow great flexibility in defining the message workflow for different agents and agent groups. The push model is the classic ACD perspective, in which the system decides the next task for each agent. However, some environments lend themselves to the pull model, in which the agents can examine the queue and choose the best message to process. CCU 5 supports both models, and it’s configurable by agent or agent group according to the preferences of the call center managers.

Advanced message scripting supports intelligent automatic email replies and intelligent message routing. CosmoDesigner has access to all message fields, and can use them in any way to make decisions about routing, priority, automatic answer, or suggested answer.
 

One-click callback to email and voicemail messages when only an immediate live response will do – a great example of Unified Customer Communication at work. With the advanced scripting add clickable telephone numbers to any message so when the agent clicks on the number, a call is placed without closing the message since CCU 5 supports simultaneous voice and email interactions.
 

Rich Call Transfer

Supporting the UCC trend of expanding automatic routing throughout the enterprise, Version 5 provides powerful new tools for distributing and redistributing customer interactions, enabling agents to easily and automatically transfer, conference, or place consultation calls to:

• experts or supervisors by name or by skill
• any queue with different skills and priorities
• specific self service applications
• post-call surveys

The customer never has to redial, and the agent can stay on the line for a consultation, create a conference, or release the call at any time as a transfer.

Rich Security Model

As contact centers grow larger and more complex, and touch different parts of the organization, a new security model is needed that is vastly enriched in granularity and customizability.

With version 5, call center managers can create unlimited access profiles for call center functions, information, and reports, based on geography, business unit, management level, call type, and any other criteria, and assign those profiles to any agent or agent group. The model works in any conceivable organizational structure, ensuring that every person associated with a contact center can see and do exactly what he or she is supposed to see and do – no more, and no less. In addition, the new security model leverages an enterprise’s existing Active Directory information, creating another level of unity between the contact center and the enterprise as a whole.

New Report Portals

As contact centers grow and involve more people within an organization through UCC, the ability to locate and review the right call detail report (CDR) is increasingly important. Version 5 provides streamlined access to CDR data on-demand. IVR information and live call information are fully unified in the CDR and available through two unique portals—the CDR Portal and IVR Portal. These portals provide a quick way to drill down and find the details of any call or definable set of calls based on whatever is known about them, without taking the time to create a complete CDR report, and without the hassle of searching through it.

Video Enhancements

With the rapid proliferation of video devices, the video channel has become more important as an element of Unified Customer Communications. CosmoCall Universe Version 5 provides enhanced compatibility with a wide variety of video devices, and allows video self-service (or IVVR) designers to create device-specific applications. For example, the appropriate self-service application for a small-screen device might be very different from one for a large-screen device.

CosmoCom first coined the phrase unified customer communications in 2000 to describe how our vision of voice and data convergence over IP would ultimately improve the customer experience, and it's a terrific term to summarize exactly what CosmoCom has been doing all along. Now, in CosmoCall Universe version 5, we have delivered more tools to make that vision a reality.