COSMOCOM LAUNCHES NEXT
GENERATION INTELLIGENT NETWORK OFFERING
Brings intelligent routing solutions from traditional telephone networks to
Next Generation IP networks
MELVILLE, NY - April 9, 2002 - CosmoCom, Inc., the leading provider of IP
(Internet Protocol) based call center solutions, today announced its Next
Generation Intelligent Network (NGIN) offering, bringing a variety of
intelligent routing features to IP-based next generation networks (NGNs). The
offering enables network operators to use their IP voice networks to offer
their customers' high-value network routing services that optimize contact
center efficiency.
Traditionally available through circuit-based telephone networks,
intelligent routing enhances call centers by automatically directing customer
calls to the most appropriate call center or directly to the best available
service agent based on incoming call characteristics. CosmoCom is enabling
intelligent routing over an IP packet-based network, helping NGN operators to
attract high-value contact center customers.
"The industry is moving to IP-based Next Generation Networks that unify
voice and data applications," said Steve Kowarsky, executive vice president of
CosmoCom. "With our NGIN offering, we are bringing routing capabilities that
are well established in traditional networks to the new IP networks. Carriers
who are deploying NGNs now have an open, cost-effective platform for these
attractive services."
With the NGIN solution, network operators can statically or dynamically
route calls among different locations within their customers' multi-site call
center environment. This offering is available to contact centers connected
directly to the carrier's Next Generation Network via IP or via access
gateways, or indirectly via the legacy telephone network. The NGIN offering
can be deployed on the same infrastructure as CosmoCom's award-winning
Network-Based Call Center offering, enabling network operators to leverage a
single platform for multiple service offerings.
Intelligent Network The Intelligent Network evolved on circuit-switched
telephone networks with routing features that help reduce customer wait time
and improve overall efficiency. Intelligent routing enables calls to be
automatically directed to the appropriate location across a multi-site contact
center environment. The selection of the most appropriate location is
typically based on Interactive Voice Response (IVR) input from the caller,
routing rules specific to the time of day and day of the week, and in some
cases based on information about agent and queue status at each eligible
location. In legacy circuit-switched telephone networks, these services
require a series of circuit switches, service control points (SCPs) and
network-based IVR platforms.
CosmoCom's NGIN offering delivers intelligent routing features that meet
and exceed the solution set provided on traditional circuit networks to a
packet-based IP network. The solution is based on a standard open architecture
platform and takes full advantage of the latest computing technologies, such
as IP and XML. The NGIN offering provides complete end-user control of the
system for simple administration with real-time updates of announcements and
routing rules.
The NGIN solution offers attractive cost-saving benefits as well. Because
the CosmoCom solution is IP-based, the intelligent routing features are fully
enabled through software solutions and do not require circuit switch or SCP
hardware. In addition to eliminating initial hardware and installation costs,
CosmoCom's NGIN solution greatly reduces operational costs for an Intelligent
Network by enabling the end-user to have complete control of their routing
rules using the CosmoDesigner service creation environment.
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 providing true next generation
capabilities for mission critical contact center applications. 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. CosmoCall Universe also enables
service providers to offer network-based routing and pre-routing services to
their contact center customers. Headquartered in Melville, New York, with
offices and distribution partners throughout the world, CosmoCom has received
an array of industry awards. For more information about CosmoCom, please visit
www.cosmocom.com
