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[September 1,
2000]
CosmoCom, Brightware Form Global
Alliance To Deliver E-Customer Interaction
Solutions
CosmoCom, Inc.
and Brightware,
Inc. announced a global alliance that will provide
businesses with state-of-the-art e-customer multimedia
communication solutions. The alliance leverages
CosmoCom’s patented 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 provide 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.
By integrating CosmoCall Universe and the Brightware
product suite, the two companies will provide a solution
for maximum productivity in customer care centers. The
Brightware solution enhances efficiency with its unique,
integrated Email and Live Assistance products - which
preprocess all incoming email and chat inquiries, and
automatically composes a suitable, 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 responses
automatically to CosmoCall agents for processing along
with voice calls and other multimedia contacts. With the
combined system, e-businesses have a single, integrated
desktop and an eCustomer Assistance platform for all
customer communications.
"We are excited about this cooperation with
Brightware, a company widely recognized as a customer
interaction center technology and market leader," said
Steve Kowarsky, CosmoCom Executive Vice President. "This
global alliance creates new opportunities for both
companies in the Americas, Europe, and the Pacific
Rim."
"The synergy of CosmoCom’s solution with the
Brightware 2000 product suite could not be better," said
Chris Erickson, President and CEO of Brightware. "The
combined offerings provide an extremely powerful
customer interaction solution that offers the highest
levels of functionality, flexibility and scalability.
With this partnership, CosmoCom and Brightware are
continuing to break new ground and enhance ways that
e-businesses can serve their e-customers by connecting
the Web with their contact centers’
infrastructures."
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 provides a multimedia queuing engine for telephone
and voicemail, Internet chat, voice and video, and
e-mail. The pure IP-ACD (automatic call distributor)
technology frees companies from the costly
circuit-switched telephone equipment and computer
telephony integration (CTI) middleware typical of call
centers today.
Providing reliable customer care on a large scale is
a major focus for e-business, and the CosmoCall Universe
contact center architecture is designed for high
capacity, high availability operation and global
distribution. The award-winning system surpasses all
existing call center technologies in capacity,
availability, and scope with its revolutionary
next-generation architecture. The only truly unified
contact center technology available today, CosmoCall
Universe is both an end-user solution and an ASP-proven
platform for service providers.
The Brightware 2000 product suite uses its knowledge
about each inquiry, customer history and customizable
business rules to ensure e-customers receive an
exceptional experience with responses to each of their
inquiries in a timely and appropriate manner across all
communication touch points. By providing CSRs with
complete and up-to-date e-customer information,
suggested responses to incoming inquiries, access to
alternative response templates and an intuitive desktop
that improves their productivity, Brightware helps
ensure superior eCustomer Assistance.
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