The enterprise call center landscape is evolving
rapidly, fueled by:
- the
Internet and the proliferation of new communication
channels
- rising customer communication expectations
- a trend toward call center consolidation and virtualization to fit global
distributed enterprises.
To meet your ROI objectives, your contact center technology has
to address today’s business needs and tomorrow’s. You need the
unprecedented flexibility of Consolidation 2.0.
Enterprises have to make a diverse collection of call center
technologies work together, to broaden the scope of the call center
to include the new Internet, e-mail and video channels, and to
expand the boundaries of the call center to encompass all of their
knowledge workers.
Customers want to choose where, when and how they interact with
companies. They don’t want to waste time being transferred around to
find the right person to help them, repeating the same information
over and over at each step along the way.
Consolidation 2.0 makes it possible for you to meet and exceed
your customers’ communications expectations in a way that makes
economic sense for you. Whether your company is at a single location
or is highly distributed, a Unified Customer Communications (UCC)
platform will gracefully route any and all customer interactions to
the right person, whether that is a formal call center
representative, an at home agent, or a knowledge worker anywhere in
your organization.
And through its multi-tenant architecture with tenant
self-administration, CosmoCom’s UCC consolidates any number of
virtual call centers, each with its own unified administration and
reporting. You can deploy this technology yourself, or work with one
of the service providers who offer UCC On-Demand.
Whatever your contact center needs, CosmoCom has a solution to
unify your customer communications. Inbound or outbound, single-site
or multi-location, any media - CosmoCom provides the technology to
consolidate your call centers in an on-demand world.
CosmoCom’s Unified Customer Communications platform, CosmoCall
Universe, enables you to communicate with your customers via ALL
channels, in the contact center or across your entire enterprise.
CosmoCall Universe For Your Enterprise?
Enterprises of every size and shape can benefit from
Consolidation 2.0 as enabled by CosmoCall Universe. Both
the traditional premise-based deployments and the hosted
offerings of service providers bring the same
advantages. 
Unified Contact Center Technology.
Designed from the ground up to unify all
communication channels and all contact center functions.
All-IP Architecture - One Connection.
One IP Network is all it takes. CosmoCall
Universe's all-IP platform means that no additional
connections are required-even for accepting traditional
telephone calls.
 Multiple
Locations, One System - Virtual by Design
CosmoCall Universe's all-IP solution means
you can locate your CSRs wherever it makes the most
sense—in multiple centers, at home, or even on the
go—AND consolidate them all with one network, one set of
business rules, and one set of reports.
Scalable High-Capacity, High-Availability
Architecture.
Provide the reliable service your customers
demand. Near linear scaling to thousands of agents,
telephone callers, Internet callers, and messages.
Multi-Tenant Call Center Platform
with Tenant Self-Administration
Maximize the economies of scale of shared
resources and a consistent application development and
deployment methodology. Work with an external service
provider or an internal one. Support multiple business
units on one CosmoCall system, with each business unit
securely managing and controlling its own virtual call
center.
Browser-Based Clients
Browser-based clients for agents, supervisors,
and administration allow any PC with an IP connection to
serve any system function at any time.
Rapid Implementation
With a high level of pre-unified functions, a
standard application development environment, and APIs
that simplify external integrations, even with complex
IT environments, CosmoCall Universe reduces the costs
and risks associated with contact center projects and,
most important, brings them in on time and in less time
than any other approach would allow. |
CosmoCall Universe™ 
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