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[September 8,
1999]
CosmoCom Delivers
Enterprise-Class Pure IP Customer Interaction Software
With CosmoCall Universe
CosmoCom, Inc.
announced the availability of CosmoCall Universe, the
next generation of its award-winning pure IP web-enabled
call center software. The new version enhances the
functionality, user interface, and underlying
architecture of the award-winning CosmoCall system.
CosmoCall Universe now provides unmatched capacity and
high availability for seamless integration of Internet
and telephone callers, and automatic distribution
intelligence that blends live calls and messages.
"CosmoCall Universe represents both an evolutionary
step and a revolutionary one," says Stephen Kowarsky,
Executive Vice President of CosmoCom. "It is
evolutionary because it encompasses many of the feature
improvements and user interface enhancements our
CosmoCall 2.x users have been suggesting and requesting,
without dramatically changing the basic scope of the
product as a multimedia, multi-channel interaction
center. It is revolutionary because it reflects some
significant architectural improvements in the platform.
These changes may not be visible to most users, but they
strengthen the platform in fundamental ways, and provide
the foundation for what we believe is the highest
capacity and highest availability call center system in
the world -- not just among IP-based or PC-based
systems, but across all available technologies."
The CosmoCall Universe system architecture sets a new
standard as the basis of mission-critical interaction
centers.
"We initially installed CosmoCall because it offered
the most robust features in terms of ACD and
multi-format customer interaction," says Tom Hardiman,
Director of Special Projects, Nicholville Telephone.
"Universe's clustered server fail-over architecture and
T-1 digital interface provide us with the best
fault-tolerance and redundancy of any ACD solution on
the market, period."
Universe's architecture highlights include:
- Scalability -- Multi-server, distributed
intelligence architecture provides near-linear
scalability to 8,000 agents, 50,000 simultaneous
calls/messages, 200 call arrivals per second
- Fault Tolerance, Redundancy, and High Availability
-- Combines techniques of clustering, disk redundancy,
hot-swapping, and n+1 server redundancy to provide
mission critical performance
- Security -- MSMQ for communication transport and
security for Servers and Agents, HTTPS and SSL for
secure caller data communications
- Application Integration via COM+ components
System Management
- Virtually unlimited queues, agent groups, skills
and priorities.
- Unlimited many-to-many links between groups and
queues.
- Application-specific configuration and
customization
- Industry standard scripting languages
- Remote administration, management, and backup
- Real-time statistics
Telephone Connectivity
- Expanded EI and Euro ISDN interface support
- Expanded IVR support
- H.323 compliance for all VoIP
Software Client Enhancements
- Agent: Lower bandwidth for remote agents, wrap-up
and unavailable reason codes, AutoComplete for canned
phrases, URL with canned phrases, replaceable
parameters in canned phrases, configurable icon bars.
- Administrator: Remote administration, multiple
administrators, improved UI
- Supervisor: Telephone and chat coaching, barge-in,
and silent monitoring, real-time statistics and
browser-based historical reports, remote management,
team objects, improved UI
"We selected CosmoCall Universe because it is the
only software product out there that could help us
realize our vision of the virtual call center," says
Antti Mikkola, Development Manager, Sonera Group
PLC.
"CosmoCom is on the leading edge of the wave in
Web/call center integration. The company is one of the
first, if not the first to create a pure IP call center,
thus allowing the call center to be distributed.
CosmoCom's latest product, CosmoCall Universe, shows
attention to detail in providing scalability and
Internet/intranet functionality," says Paul Strauss,
Senior Analyst Telecom Software, IDC.
The pricing for CosmoCall Universe is unchanged from
previous versions. An entry-level system is about
$40,000 for ten-agents, and the budgetary cost per
full-time agent in larger configurations is about
$4,000.
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