CosmoCom Revamps the ACD

A call center without telephones? An ACD without switches? That’s the vision presented by CosmoCom, Inc. (Hauppauge, NY), with its CosmoCall software. CosmoCall connects customers to skill-appropriate CSRs, whether the customer is calling on a traditional telephone or through a PC. The CosmoCall ACD Server provides all the functionality of an ACD, without the circuit-switching. Newly released v.1.5 features an HTML version of CosmoCaller, the software used by callers to communicate with agents in a CosmoCall center. Another new feature allows agents to make outgoing calls through their PCs, using the same headsets they use to answer calls. And a collaborative browsing feature lets CSRs take callers on a "virtual tour" through any number of web pages. Call (631) 851-0100 or visit www.cosmocom.com.

The above article, "CosmoCom Revamps the ACD", originally appeared in the November/December 1998 issue of Customer Support Management Magazine.