CosmoCom's Complete
Call Center Now Supports Mobile Internet Users
MELVILLE, NY, March 21, 2001 – CosmoCom, Inc. the leading provider of new
generation call center platforms, today announced the availability of wCare™,
a key enabling technology for wireless Internet customer care. wCare is an
extension of CosmoCall Universe™, CosmoCom's unified, all-IP, next generation
call center platform for service providers and large scale corporate users.
CosmoCom's wCare enhances wireless web access to give customers live
assistance behind the user interface of the handheld browser. It enables a
user to request help from within a wireless web session, and enables the
customer service representative (CSR) who gets that call to see the user
information and the context of the web session. CosmoCom wCare leverages the
mCommerce business opportunity while overcoming the limited display and
interaction capabilities of mobile devices. With CosmoCom wCare, voice and
wireless web communications converge to enhance the customer experience, speed
transactions toward resolution, and build and maintain customer loyalty.
"As wireless web usage goes mainstream, companies that provide enhanced
customer support via the wireless communication channel will realize great
competitive advantages and better, more durable relationships with their
customers, " stated Ari Sonesh, President and CEO of CosmoCom. "Value-added
services enabled through wireless PDA or wireless phone-browser access will be
a key differentiator for service providers in maintaining customer loyalty and
influencing future purchases."
"Because of the mobile nature of wireless calls and the limited viewing
capacity of mCommerce screens, people contacting a call center via a cellular
phone may require more assistance than web callers," says Pekka Nurmiranta,
Vice President, Sonera Corporation, Sonera Juxto International, an
international applications service provider (ASP) who focuses particularly on
providing access to application services from wireless terminal devices.
"Offering mobile connectivity to call centers in the unique way enabled by
wCare is a great way for ASPs to differentiate themselves. It gives customers
the ability to interact in any way they want, taking full advantage of the
bandwidth opportunities that will come with third-generation wireless
markets."
Mobile Users Have an Even Greater Need for In-Context Customer Service
CosmoCall Universe already gives businesses the ability to provide the
superior service that today's customers demand by equipping the CSR with all
the available customer data, for a more rapid and complete customer service
session. CosmoCom wCare seamlessly extends in-context customer service to
mobile users, who derive extra benefit from being served completely and
rapidly in their unique environment. Forrester Research analysts predict that
45 percent of online users will connect to the web by more than one device by
2003, while The Gartner Group predicts the worldwide value of consumer
transactions initiated from personal mobile devices could reach $1.8 trillion
by 2005. CosmoCom wCare helps businesses take advantage of this opportunity by
providing the same level of customer service across all channels, regardless
of whether the call is from a wireless browser, PC, or regular telephone.
"The wireless point of contact is emerging as a critical piece in the
overall communication cycle for customer sales and support," remarked Ken
Landoline, Vice President & Director of Telecom Research at the Robert
Frances Group. "The availability of wCare as part of the CosmoCom Universe
offering puts CosmoCom ahead of the curve in the area of offering a truly
full-service call center platform."
About CosmoCom, Inc. CosmoCom, Inc., is the leading provider of new
generation call center platforms. Its 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 - 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 about CosmoCom, please visit www.cosmocom.com.
