CosmoCom and Brightware have formed a global alliance to provide eCustomer multimedia communication systems. The alliance combines CosmoCom's IP-based contact center platform, CosmoCall Universe, with the Contact Center, Email and Live Assistance components of the Brightware 2000 product suite. In the combined system, Brightware's software will give automated answers and suggested responses for email and chat inquiries while CosmoCom's platform will provide advanced queuing and routing for live and message-based human interactions.

The Brightware Email and Live Assistance products preprocess all incoming email and chat inquiries, and automatically compose a personalized response. The system then returns the reply to the sender or, when the complexity of the message requires a human response, routes the suggested response to CosmoCall agents for processing along with voice calls and other multimedia contacts.

CosmoCom's eCare Customer Interaction Management (CIM) platform, CosmoCall Universe, connects both traditional and e-businesses with their global customers in live multimedia sessions over a unified IP platform that gives a multimedia queuing engine for telephone and voicemail, Internet chat, voice and video, and e-mail.