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MELVILLE, N.Y.--(BUSINESS WIRE)--June 6, 2001--CosmoCom, Inc. the leading provider of new generation call center platforms, today announced the availability of CosmoCorder(TM), a fully-featured, multimedia recording tool for new generation call centers.
CosmoCorder is an optional extension of CosmoCall Universe(TM), 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 email calls incorporate the complete email 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.''
Screen shots of CosmoCorder are available at: http://www.cosmocom.com/pressroom/CorpImages.htm.
About CosmoCom, Inc.
CosmoCom, Inc., is the leading provider of new generation call center platforms. Its unified, all-IP product, CosmoCall Universe(TM), is a carrier-class system for service providers and large scale corporate users that supports multimedia customer interactions via all channels - telephone and internet, live and message-based, fixed and wireless - in one high capacity, high availability, multi-tenant platform. Market analysts Frost and Sullivan recently reported that CosmoCom's large and growing installed base represents a 50% share of the US IP-ACD market. For more information please visit http://www.cosmocom.com/.
CosmoCom, Inc., Melville
Michael Finnegan, 631/940-4310
mfinnegan@cosmocom.com