ACD Software
Call Center Roundup

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CosmoCom

CosmoCom (Hauppauge, NY – 631-851-0100) makes an ACD system that’s particularly nice for e-commerce help desk centers. CosmoCom’s ACD Server handles queue-based routing, skills-based routing (such as by caller’s language preference), priority-based routing, automatic email distribution, display of real-time statistics about each queue, and call detail logging and reporting.

CosmoCall Version 1.5 software lets e-commerce customers or "callers" contact agents directly via their Web browser. The HTML-enabled component called CosmoCaller, which callers use to contact agents, works by sending call requests to the CosmoCall ACD Server; a chat window on the caller’s end receives automated messages back from the server, once a connection has been established. A call status line lets the caller know the estimated waiting time for the next available agent. If they’d rather not (or can’t) speak over the phone, callers can establish a keyboard chat with the agent. Chat sessions can be saved as text files, and Microsoft’s NetMeeting can also be launched during a call.

CosmoCall Agent is the agent’s desktop client, which touts features like, do not disturb; audible/visual ringing; call answer (the ACD server calls another agent if the first one doesn’t pick up after a predetermined number of rings); call park; call transfer to another agent; call preview (agent sees caller’s name before answering); caller information display (caller name, priority level of call, caller messages). It also lets agents establish keyboard chats, push URLs to callers, and establish joint browsing with callers. CosmoCall Dialer looks like a conventional phone keypad, and lets agents make outgoing calls via the CosmoCall Telephone Server. Price is $6,000 per agent seat, for software and support.