By Ron Acher | 2/20/2001 18:52

CosmoCom, Inc, a privately held maker of all-IP next gen call center platforms founded in 1996, has released version 3.3 of its CosmoCall Universe call center software. Positioned as a carrier-class system for service providers and large enterprises, it is said to support multimedia customer interactions via all channels in a high-capacity, high-availability multi-tenant platform.

In addition to least-cost routing via IP to the nearest destination PSTN entrance point, single-click installation via a network software download, and broweser-based real-time reporting, Version 3.3 adds multi-language support for caller chat in a dozen languages, including several Asian languages, through automatic presentation of a caller chat window in the caller's preferred language; blended inbound and outbound dialing campaign capabilities delivered to agent desktops with data screen pop for outbound as well as inbound calls; and the capability to deliver agent phone calls to legacy standard telephones via connections to existing central office switches, ACDs, or PBXs, while retaining Web, chat, and e-mail contact capability. Queueing and reporting remain integrated, whatever equipment the agent is using.

CosmoCom is one of about a dozen significant players in this highly competitive space, all aggressively pursuing the delivery of carrier-class IP-based solutions for carriers and service providers, including ASPs. Other manufacturers include Telephony@Work, CELLIT, Interactive Intelligence, Genesys (now a subsidiary of Alacatel), !hey, Inc, Quintus, Apropos, Aspect, and, following its 1999 acquisition of GeoTel, Cisco Systems.

An interesting study of this market and its participants was released in September 2000 under the title "Carrier Class Contact Center Applications" by The Pelorus Group of Raritan, NJ.