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CosmoCom
teams up with Onyx to offer Internet-based CRM
Technology allows
for communication over phone and
Internet
By Bernie Monegain
MELVILLE, N.Y. -
CosmoCom, which offers an Internet-based ACD (Automatic Call
Distributor),
 | is teaming up with Bellevue,
Wash.-based Onyx, a provider of ebusiness applications.
The
partnership brings together CosmoCom's patented Internet platform
with Onyx 2000, a customer management application.
"Together, the technology makes it possible to conduct
business across any channel," says Bob Jurik, CosmoCom's vice
president of global marketing and business
development.
Jointly the companies offer a Web and
telephone-based contact center and customer management system
totally based on software and an Internet platform. It saves
companies the cost of circuit-switched telephone equipment and CTI
(Computer Telephony Integration) technology, or
middleware.
Jurik calls the CosmoCom-Onyx alliance "a
sounding bell" in the contact center industry.
By the year
2005, he says, 60 to 80 percent of U.S. call centers will be
IP-based. CosmoCom and Onyx are offering a pure unified contact
center today, says Jurik. "There's none out there that can do that,"
he says.
CosmoCom is the only software developer with a
patented solution, he says.
Earlier this year, Frost &
Sullivan, an international research and consulting firm, credited
CosmoCom with 50 percent of the U.S. market, outpacing PaknetX (now
part of Aspect Communications), 2 to 1. |
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