Telcos
With Hosted IP Contact Center Solutions
Business Editors & High Tech Writers
MELVILLE, N.Y. & HERZLIA, Israel--(BUSINESS WIRE)--Oct. 11,
2001-- CosmoCom and VocalTec Communications Ltd. (Nasdaq: VOCL)
(VocalTec) today announced a strategic alliance to provide hosted IP
Contact Center solutions to service providers.
The joint solution will take advantage of CosmoCom's leading
all-IP contact center infrastructure and VocalTec's superior
Softswitch-based VOIP solutions. The combined solution will enable
service providers to offer network based, location and media
independent IP call center services to enterprise customers.
CosmoCom and VocalTec will engage in joint marketing and sales of
the solution to service providers globally.
"VocalTec has been at the forefront of helping Telcos achieve
visionary integrations of the Web and packet telephony with hosted
customer service offers," said Elon Ganor, CEO of VocalTec. "Through
our new alliance with CosmoCom, the leading IP contact center
provider, service providers will be able to establish packet voice
networks that combine key call center routing and management
functions with value-added Web communications services to form a
compelling next generation hosted Contact Center offer for
enterprises."
The joint solutions will allow carriers to offer a wide spectrum
of hosted contact center services, from full network-based ACD
(automatic call distribution) configurations for virtual IP contact
centers to solutions that provide individual call routing decisions
on the network level for legacy multi-site PSTN based call centers.
"Leading edge service providers that have implemented Packet
Voice networks are now evaluating the opportunity to generate
additional revenue by offering hosted application services over that
network," said analyst Terry White of InfoTech, a market research
firm specializing in telecommunications. "For example, hosted IP
contact center services offer enterprises a unique opportunity to
improve customer service. Customer service agents can now respond to
all forms of customer contacts, including voice calls, e-mail and
instant messaging. By using a hosted IP service, enterprises have
the flexibility to locate their agents at anywhere that has access
to the IP network."
VocalTec's Softswitch Architecture provides carriers with the
framework for a next generation IP voice network in which the
CosmoCom solution can be hosted for provisioning of enhanced Contact
Center services.
CosmoCom has completed extensive interoperability testing between
the VocalTec solutions and the Cosmocall Universe platform. Service
providers can now offer enhanced contact management features such as
interactive voice response (IVR), web collaboration, e-mail
management, real-time reporting and live multi-channel IP sessions
to subscribers served through many different types of networks. The
interoperability of the solutions is facilitated by the VocalTec
Softswitch's support for critical VOIP technologies such as SIP,
H.323, MGCP as well as SS7 signaling.
"We are pleased to be working with VocalTec, the premier
innovator of VOIP solutions to serve our carrier customers' needs,"
said Ari Sonesh, CEO of CosmoCom. "By combining our experience and
technologies in this strategic alliance we bring the best IP network
call center solution to market."
About VocalTec
VocalTec Communications Ltd. (NASDAQ: VOCL) is a world leader in
providing software-driven solutions for the deployment of
next-generation, IP-based international and long-distance telephony
networks and related enhanced services. Racking up more years of
Voice Over Internet Protocol (VOIP) experience than anyone else in
the industry with carriers such as Verizon, Deutsche Telekom, Global
One, Marconi, ITXC and the China Telecom PTAs, VocalTec is renowned
for its highly intelligent routing and business powering enhanced
services. VocalTec multiple services solutions are commercially
deployed in over 100 countries, supporting H.323, SIP, MGCP and
other critical VOIP technologies. VocalTec world-leading services
include International and Long-Distance Calling, Voice VPN, Calling
Card, Exchange Carrier, Voice over PC and Voice-enhanced E-Commerce.
These services are deployed in large, multinational carriers and are
used by hundreds of call centers and millions of end-users. Visit us
at www.vocaltec.com http://www.vocaltec.com/.
About CosmoCom
CosmoCom is the leading provider of all-IP, universal access
contact center platforms. CosmoCom's flagship product, CosmoCall
Universe(tm), is a carrier-class system enabling service providers
to offer, on a hosted basis, mission critical contact center
applications to their clients. CosmoCall Universe supports
multichannel customer interactions via telephone and Internet, live
and message-based, fixed and wireless - in one high capacity, high
availability, multi-tenant platform. Headquartered in Melville, New
York, with offices and distribution partners throughout the world,
CosmoCom has received an array of industry awards. 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 http://www.cosmocom.com.
NOTE: VocalTec is a registered trademark of VocalTec
Communications Ltd. Other trademarks are the property of their
respective holders. Certain statements contained in this release may
contain forward-looking information with respect to plans,
projections or the future performance of VocalTec Communications or
any of its subsidiaries or businesses, the occurrence of which
involves certain risks and uncertainties, including, but not limited
to, product and market acceptance risks, the impact of competitive
pricing, competitive products, product development,
commercialization and technological difficulties, and other risks
detailed in the Company's reports filed from time to time with the
Securities and Exchange Commission.
--30--rlg/ny*
CONTACT: CosmoCom
Mike Finnegan, 631/940-4310
finnegan@cosmocom.com
or
Vorhaus & Company Inc.
Jennie Kaplan, 212/554-7452
jkaplan@vorhaus.com
KEYWORD: NEW YORK ISRAEL INTERNATIONAL AFRICA/MIDDLE EAST TRACK
INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS INTERNET NETWORKING
SOFTWARE TELECOMMUNICATIONS MARKETING AGREEMENTS
SOURCE: VocalTec
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-0- Oct/11/2001 13:32 GMT
