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[February 22,
2001]
CosmoCom Releases New Version Of
Its IP-Based Call Center Software
CosmoCom, Inc.
announced the release of Version 3.3 of its call center
software, CosmoCall Universe. A unified, all-IP product,
CosmoCall Universe is a carrier-class system for service
providers and large scale corporate users that supports
multimedia customer interactions via all channels in one
high-capacity, high-availability, multi-tenant
platform.
Significant enhancements include least-cost routing,
multi-language support, single-click agent installation,
browser-based real-time reports and blended, outbound
dialing campaigns. Additional features in this version
allow businesses to seamlessly add Web contact
capabilities to telephone agents, and extend CosmoCall
Universe's unified queuing and centralized reporting
capabilities to these agents, providing an enhanced
evolution pathway for legacy-based call centers to
migrate to new generation technology.
"CosmoCom continues to address and anticipate
customer requirements with CosmoCall Universe version
3.3, offering new and improved functionality for service
providers and end users," said Stephen Dellutri, Chief
Technology Officer and co-founder of CosmoCom. "Our
approach to multi-language capability addresses the
global nature of network-based call center services,
providing the flexibility to add new languages as needed
without extensive software upgrades or service
interruptions, while addressing the communication needs
of a multilingual community. Least-cost routing
decreases the costs to operate a global in-network call
center service. Further, with more integrations to
legacy equipment, we provide an evolution option for
businesses with ACDs or telephone switches that wish to
grow into an IP-based customer support environment."
Major features and enhancements to CosmoCall Universe
3.3 include:
Least-Cost Routing: Least-cost routing lets
service providers and their customers leverage local
access points for outbound telephone calls, reducing
toll charges. While CosmoCall Universe agents have
always had access to outbound dialing capabilities, this
feature enables network operators and call centers to
reduce outbound calling costs by hopping off the IP
network serving their agents and onto the PSTN at the
point closest to the call destination, thereby
minimizing telephone charges.
Multi-Language Support: CosmoCall Universe 3.3
includes multi-language support for caller chat, as well
as agent, administrator, and supervisor software
clients. Available in a dozen languages, including
several Asian languages, the feature was designed to
accommodate our customers' growing reach into new
geographies. New languages can be introduced into a
system in a matter of hours -- all without
reconfiguration or recompiling. This feature allows
businesses to serve the global marketplace from virtual
call centers anywhere. Internet users requesting live
chat can automatically have the chat window presented in
their preferred language. A single system supports
multiple languages, selecting the appropriate language
on a call-by-call basis. Additionally, a single system
supports agent interfaces in multiple languages, with
the agents dynamically selecting their language of
choice for the agent-side interface.
Single-Click Installation: With CosmoCall
Universe's single-click installation, users can set
themselves up as agents via a simple software download.
There is no need for any IT professional to install or
configure the software on each desktop, and no need to
install any hardware at all on the agent's desktop. This
feature allows service providers to set up new customers
as complete CosmoCall Agents -- including the ability
for them to answer telephone calls through their PCs --
in a matter of minutes! This provides end users with
quick installation and the flexibility to add new agents
according to demand, and enables service providers to
add new customer revenues without additional setup costs
or a physical service call.
Browser-Based, Real-Time Reports: CosmoCall
Universe includes a browser-based, real-time reporting
client. This Web-based interface graphically provides
managers with critical, real-time statistics for call
center management, such as agent status, call wait time,
and quality of service levels. Web-based browsers means
managers can have a unified view of the activity in
their call centers, including all contact types (chat,
e-mail, VoIP, and regular telephone calls) from any
browser on any PC with an Internet connection.
Blended, Outbound Dialing: CosmoCall Universe
3.3 supports blended inbound and outbound dialing
campaigns for agents. With this feature, outbound
dialing campaigns, such as those used for marketing or
for resolution of customer issues, are delivered to the
agent desktop with a screen pop of customer information
the same way an inbound call is delivered. Like inbound
calls, outbound calls are queued by the ACD with an
associated priority and agent skill. With blended,
outbound dialing, businesses can simultaneously use
CosmoCall Universe for outbound marketing and other
outbound customer service needs as well as inbound call
center services-all with the same equipment, agents, and
easy one-point administration.
Web-Enabling Circuit Agents: While CosmoCall
Universe 3.3 is ideal for today's new generation call
centers, CosmoCom recognizes that many businesses are
seeking to leverage their existing investment in call
center equipment as they expand into web-based customer
support. CosmoCall Universe 3.3 addresses this need by
providing the capability to deliver telephone calls to a
standard telephone via connection to an existing central
office switch, ACD or PBX. This feature permits
customers with legacy switches to have web and e-mail
contact capability, while keeping their existing
handsets on the agent desktop for both incoming and
outgoing calls. Additionally, CosmoCall provides unified
queuing and centralized reporting for all types of
calls, regardless of whether the agent is using an IP
phone or a standard telephone. This feature allows
agents who do not have access to a managed IP network to
be a part of the CosmoCall Universe system.
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