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[November 15,
2001]
CosmoCom Introduces SIP-Enabled
Contact Center Solution
CosmoCom has
announced its IETF standard Session Initiation Protocol
(SIP)-enhanced contact center solution, CosmoCall
Universe. The incorporation of SIP and use of Windows XP
real time communications (RTC) platform technology in
the CosmoCall Universe platform not only provides for
speedier call connections and easier application
building, but also results in audio that rivals and, in
some cases, exceeds toll quality.
CosmoCom’s SIP-enabled contact center will enable
service providers to bring the benefits of VoIP
technology and multi-channel IP communications to the
existing base of traditional telephone call centers.
CosmoCom’s support of multi-tenancy in a single high
capacity, high availability platform enables the service
provider to extend these capabilities to legacy call
centers on a network-hosted basis.
RTC technology enhances the ability of the PC to
serve as an alternative to the traditional telephone. As
a long-standing champion of the single-appliance,
PC-only desktop for its contact center agents, CosmoCom
welcomes the inclusion of the RTC platform services in
the Windows XP operating system and is well positioned
to make good use of it. The support of SIP, fast
becoming the protocol of choice for VoIP communications,
also enables CosmoCall Universe to directly interconnect
with SIP-enabled networks and devices. SIP will be
generally available with CosmoCall Universe by
year-end.
"CosmoCall Universe agents have been effectively
handling telephone calls via their PC-only desktops
without traditional telephones for several years now,"
states Steve Dellutri, Chief Technology Officer for
CosmoCom. "The enhancements that come with Windows XP’s
RTC platform will increase the rate of adoption for this
single-appliance approach.
"With its ease of use, voice quality and
standards-based approach, Windows XP makes it possible
for people to conveniently use their computers for real
time voice and video communications," said John
Frederiksen, general manager of Windows XP at Microsoft
Corp. "We expect PC users to increasingly demand the
same kind of live, real time voice interaction from
their favorite websites, as they enjoy using Windows XP
to interact with their friends and colleagues. Contact
center solutions such as the one CosmoCom has developed
will address an important customer need."
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