Complete Unified Customer Communications Platform

CosmoCall Universe (CCU) 6 is the sixth generation of patented IP-based contact center technology introduced by CosmoCom in 1996 and currently in use at many of the world’s leading telecommunication companies and enterprises.

Version 6 of CCU is the most far reaching and significant set of updates to the unified IP contact center suite in its history. 

Like all of its software releases, Version 6 is available without additional charge to CosmoCom customers under the Software Assurance Program for all existing software licenses. Version 6 also includes new, optional capabilities that are available to customers as new licenses.

The industry-leading innovations and advancements encompassed in CCU Version 6 offer CosmoCom customers significant capabilities and business benefits in each of the following areas:

 Version Highlights

• Unified Customer Communications
  Informal agents, experts, business users
  and CosmoPhone
• Contact Center Mobility
  Extend the contact center to the mobile
  knowledge worker
• Real Time Reporting and Analytics
  Reports your way - what you need to know,
  when you need it
• Virtual Outbound Calling
  Distribute agents, link campaigns and more
• Screen Recording and Multimedia Call Recording
  Better, faster recording, now with screens
• Integration with Microsoft Outlook
  Easy outbound dialing for business users
• More
  There are even more great enhancements to CCU6. Find out more.

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Unified Customer Communications

Version 6 of CosmoCall Universe™ realizes CosmoCom's vision of enterprise-wide Unified Customer Communications. The software introduces two new user types – ReadyReps and Business Users -- in addition to the traditional CosmoCall Agent, making Unified Customer Communications achievable through a comprehensive set of user-defined business roles. Version 6 also introduces CosmoPhone™, CosmoCom's new IP telephone option that is now available for all user types. 

In contrast with the Agent license designed for users that are completely dedicated to the contact center, the ReadyRep license is designed for users who have responsibilities that are traditionally outside the contact center, but who add great value to the customer service process with their knowledge, skills, and empowerments. We sometimes refer to these as informal agents. Many are experts. The low cost of the ReadyRep license makes it economically feasible to include many more people in the automatically routed, application-integrated, tracked, and managed environment of the contact center  

ReadyRep™ addresses a market need similar to that addressed by the ‘expert’ licenses of many competing industry products, but its capabilities far exceed those expert offerings. Most expert products just overlay instant messaging to facilitate consultation by the agents. That’s not ‘unified’ anything. ReadyReps are completely woven into the contact center, with all the capabilities of other Agents – the automatic skills-based routing, the application integration for screen pops, and the tracking for management reporting. 

In addition to ReadyRep, CosmoCom has also added Business User licenses in Version 6.  Business Users are basic extensions. They are part of the user community of the contact center, but not part of its automatic routing feature.  They can be set up with just a CosmoPhone™, or with the optional computer desktop interface CosmoDesk, which is included with Agents and ReadyReps. When equipped with CosmoDesk™, they too can use the application integration features of the contact center.

CosmoPhone, an IP Telephone set that complements all user types – Agents, ReadyReps, and Business Users – is CosmoCom’s first hardware product. The CosmoPhone works directly with CosmoCall Universe; no additional IP telephone infrastructure is required.

The CosmoDesk PC application is fully synchronized with CosmoPhone, enabling each user to adopt either interface and to switch seamlessly between them. CosmoCall Universe still works smoothly with existing IP telephone infrastructure, both local and hosted, but all that is optional now. With these new user types, CosmoPhone, and CosmoPhone’s seamless integration with CosmoDesk, CosmoCall Universe now stands on its own as a complete Unified Customer Communications product.

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Contact Center Mobility with CosmoGo

Version 6 includes CosmoGo™, a new Smartphone technology that extends the benefits of contact center technology to the expanding and increasingly important population of mobile knowledge workers.

 

With CosmoGo, the four key benefits of contact center technology are now available to anyone, anywhere, with a Smartphone and access to the mobile network:

• Automatic skills-based routing that directs calls to the right person
• Screen pops that provide information about the caller and the call
• Inquiry and transaction enablement for recurring subjects
• Tracking and reporting that make the operation manageable

Before CosmoGo, all of these benefits were only available to people who were tied to a desk with a computer and a telephone. Now mobile knowledge workers with Smartphones can also join the party. CosmoGo fits the exploding Smartphone market like a glove. The potential of the technology will be unlocked by CosmoCom partners and customers who have the vision to apply it in the industries and markets where they focus. We are seeing applications for CosmoGo in high-value retailing, healthcare, and many other areas.

The best way to understanding the amazing potential of CosmoGo is to see it in action in our CosmoGo video. The video is an entertaining before-and-after story that illustrates the whole new class of communication-enabled business processes this technology enables, and the unique competitive advantages they can bring to the organizations that use them. These advantages are more important than ever in today’s economic climate.

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Real Time Reporting and Performance Analytics

Contact centers live by their reports and CCU 6 includes dramatic enhancements to the real time reporting and analytics capabilities of the platform.  The new CosmoDashboard™ brings unprecedented power and flexibility to real time reporting, and CosmoAnalyst™ provides On Line Analytical Processing (OLAP) sophisticated enough to satisfy any conceivable information need, yet simple enough to be used by anyone.

CosmoDashboard is a new real time reporting technology that replaces and greatly enhances the previous generation of real time reports in CosmoCall Universe.  CosmoDashboard is personal, customizable, and graphically stunning. With CosmoDashboard, each user can create a vast tabbed information environment. Each tab contains multiple reports populated by any number of “gadgets” that take the form of tables, charts, and graphs appropriate to the type of information they present.

Gadgets are customizable and highly interactive. Reports and views can be shared easily, and each user can also develop personal reports and views. All CosmoDashboard reports are automatically filtered according to the permissions profile of the user, ensuring that users see only the relevant information they are authorized to see. CosmoDashboard features a configurable refresh rate as frequent as every three seconds. It is instrumented with configurable multimedia alerts based on user-defined thresholds. View a video demo of CosmoDashboard.

CosmoAnalyst is an optional component of CosmoCall Universe that provides a complete business intelligence environment. CosmoAnalyst is an OLAP database that provides data cubes designed for every conceivable measurement of contact center performance, and supports all the typical OLAP operations of slice, dice, drill down, roll-up, and pivot. 

Like CosmoDashboard, CosmoAnalyst is completely customizable. It is useful for instant ad hoc reporting, but also configurable with standard reports used regularly by contact center managers.  Many standard reports are available out-of-the-box, and customers can use the standard reports with their own custom adjustments, or create their own reports from scratch.  Also like CosmoDashboard, reports created with CosmoAnalyst are automatically filtered according to the permissions profile of the user.

CosmoAnalyst employs a standards-based open architecture to allow integration with existing corporate reporting infrastructure and the use of familiar tools such as Excel.

With CosmoDashboard and CosmoAnalyst, CosmoCom has truly advanced the state of the art in contact center reporting.

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Virtual Outbound Calling

To improve further upon CosmoCom's leading outbound dialer, CosmoDialer, Version 6 empowers virtual outbound calling, a fully distributed, agents-anywhere architecture that supports outbound campaigns with CosmoCom’s overall value proposition around the benefits of contact center consolidation. Now agents in any number of sites, including those working from home, can combine their efforts in a single campaign, or in a blended array of campaigns using the new Linked Campaigns concept also introduced in Version 6.

Virtual outbound calling lets large outbound operations benefit from economies of scale that were not available to them earlier because of the limitations of traditional outbound technology. With legacy technology, large campaigns had to be broken into smaller parts that fit the capacity limits of dialers and of individual facilities. In telecom applications, multiple smaller groups are always less efficient than one larger group. Now you can assign unlimited resources to any campaign, regardless of their physical locations, and reach unprecedented levels of efficiency from one virtual group.

Linked Campaigns is another outbound innovation in Version 6. With Linked Campaigns, multiple lists in different formats can be easily combined into a single campaign, without the management overhead of creating consistent columns in every source. This capability not only eases the execution of campaigns with multiple data sources, but also enables blending of completely different campaigns across a large virtual agent population, smoothing the workload and maximizing agent productive time.

Besides these two major innovations, we have introduced numerous other convenience features such a priorities and time bounding for alternate numbers, and a more powerful, more granular system of permissions for agents and supervisors. CosmoCall Universe is now the platform of choice for outbound operations with the largest and most complex requirements.

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Screen Recording and Multimedia Call Recording

Version 6 includes the new capability of screen recording for CosmoCorder™, the multimedia recording component of CosmoCom’s unified contact center suite. The new screen recording captures the entire user desktop during contact sessions of all channels including telephone, email, and chat, providing a record not only of what is said during a call, but also of what is done. This information is valuable for compliance recording, for dispute resolution, and for agent training and coaching.

The screen recording feature of CosmoCorder has several advantages over competing screen recording offerings in the market. First and foremost, like CosmoCorder itself, it is a unified product that works seamlessly with the overall contact center, not a separate system that requires costly integration, separate maintenance, and complex diagnostics to fix the blame when issues arise. Also, the screen recordings use the common WMV format that makes them viewable on any PC with standard, no-cost media players and no proprietary codec. This makes recordings easy to share with anyone who might need to see them.  

Unlike many similar products, CosmoCorder’s screen recording works well in a distributed virtual contact center environment. It supports agents at home and hosted contact centers from service providers, where conventional recording tools, especially screen recording, can be very problematic. Its architecture allows for central storage of screen captures without creating a security issue. Also, the transfer of recordings to central storage is a background process that uses only spare bandwidth and does not create its own great demands on network capacity.

With screen recording, CosmoCorder is now an unbeatable alternative to expensive third party add-on recording tools. In distributed virtual contact centers, or in enterprises with strong security requirements, it is really the only viable option.

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Outlook Integration

Version 6 of CosmoCall Universe™ also includes integration with Microsoft Outlook, the leading solution for managing time and information, connecting across boundaries, and controlling the information that reaches you. The integration allows Outlook users to originate CosmoCall Universe calls from their Outlook Contacts. It is available for all CosmoCom user licenses – the traditional Agent licenses, and the Unified Customer Communications licenses that are new in Version 6 – ReadyReps and Business Users.

The integration works with all versions of Outlook, including the latest, Outlook 2007, which delivers numerous innovations for searching communications, organizing work, and sharing information with others — all from one place. Now there is one more thing you can do from that one place. The user simply selects a contact in Outlook and clicks a button to place a call via CosmoCall Universe.

We developed the integration to ensure that we deliver on the promise of Unified Customer Communications. The Outlook client is ubiquitous among global business users. With ReadyRep and Business User licenses broadening CosmoCom's user base within enterprises, CosmoCall Universe users who are also Outlook users now have a quick and easy way of placing CosmoCalls within Outlook.”

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More

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. It's an excellent phrase to summarize exactly what CosmoCom has been doing all along. And, now, in CosmoCall Universe Version 6, we have delivered more tools to make that vision a reality.