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[June 6,
2001]
CosmoCom Provides Call Centers
With Recording Capability For Multimedia
Sessions
CosmoCom, Inc.
announced the availability of CosmoCorder, a
fully-featured, multimedia recording tool for new
generation call centers. CosmoCorder is an optional
extension of CosmoCall Universe, CosmoCom's unified,
all-IP, next generation call center platform for service
providers and large-scale corporate users.
By way of an all-IP infrastructure, CosmoCorder is
able to record voice, chat and e-mail sessions within
the call center, regardless of an agent's location. As
recordings are generated, CosmoCorder stores the
information in a recording database for easy search and
retrieval. In addition, logs that are made for e-mail
calls incorporate the complete e-mail thread including
any response created by the agent, as well as forwarded
mail.
Through a browser-based interface, reviewers can
select recordings to review based on agent name, call
type or date range. The browser-based interface allows
remote users to not only view text-based interactions,
but also to review audio that is streamed to the
reviewer's workstation.
"Voice recording has been an available tool to
circuit-switched call centers for some time," states Ari
Sonesh, CEO of CosmoCom. "However, until now this
capability has not been available for multimedia call
centers. CosmoCorder addresses this need."
According to analyst firm Frost and Sullivan, about
90% of call centers use some kind of agent monitoring,
mostly through manual systems, while only 20% of call
centers employ some type of recording product. In a
rapidly growing market, revenues for recording
technology are projected to increase from $119.2 million
in 2000 to $734.2 million in 2006.
"Solutions for the new generation contact center
market must enable companies to serve their customers
effectively across multiple channels of interaction,"
states Brian Jones, CRM Strategies analyst at the Yankee
Group. "With the addition of voice, chat, and email call
logging to its all-IP multimedia call center platform,
CosmoCom continues to address the needs of this market,
providing the technology necessary for today's
sophisticated multi-channel call centers in which
customer interactions must be recorded."
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