DOES YOUR DIALER MEET FTC REQUIREMENTS?

CosmoCom Offers Instant Solution for Compliance

Last month in the CosmoChronicle, we asked readers to consider, "How are you Handling Outbound Dialing?" If you are involved with any kind of outbound telemarketing then complying with recent Federal Trade Commission (FTC) rulings is probably on your mind. The FTC recently added new requirements to its Telemarketing Sales Rule (TSR), including strict limits on prerecorded calls and call abandonment rates. The new TSR version may cause concern for some telemarketers, but customers of CosmoCom can relax with the knowledge that the CosmoCall Universe (CCU) contact center platform meets all the new guidelines.

Among the new rules, the FTC requires that at least 97 percent of calls answered by a person will be connected to a live agent within two seconds after the person answers. The requirements are tough for most dialing systems, but CosmoCom customers know that their CCU system already enables full compliance.

According to Ari Sonesh, CosmoCom's Chairman and CEO says of the new FTC requirements, "...companies facing a need to upgrade or completely replace their dialing platforms may find this an opportunity to consider the value that CosmoCom offers."

Read more about some the new FTC requirements and how CosmoDialer helps comply.

You can also learn more in our white paper called  Outbound Campaigns, Predictive Dialing, Agent Productivity, and Compliance or contact us to discuss your outbound needs.

UNIFIED CALL RECORDING - IT'S ALL INSIDE

Call recording has become increasingly important for many companies, and for industries where recording is part of regulatory compliance, it is critical. But how does a company choose the right recording solution? There are many good call recording add-on products in the market today, but organizations should consider the advantages of a unified solution.  CosmoCom empowers companies to take advantage of powerful multimedia call recording capabilities built in to our unified, all-in-one call center platform -- without the need for a third party application.

CosmoCall Universe (CCU) provides multimedia recording, enabling users to store and access all caller/agent interactions for quality monitoring or legal compliance, regardless of the contact type. Calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and more. Recording can be initiated or halted by supervisors, agents and by flexible routing and business rules that may be based on information collected in IVR or drawn from database applications like a CRM. All recorded customer contacts are stored in a database, and a secure web-based reporting interface enables users with the correct permissions to easily find and review any recording.

CosmoCorder is a part of CCU and is fully integrated into CosmoDesigner, the Agent and the Supervisor interfaces, providing users with unified administration and control for all facets of their virtual call center, including recording. CosmoCorder shines in applications that need flexible recording rules, multi-tenancy, distributed call centers, home agents, hostability, high security, high availability, and low total cost of ownership.

Learn more about CosmoCorder on our site.

ANOTHER "BEST OF SHOW" FOR COSMOCOM

Perhaps you were among the many attendees who took advantage of our free and discounted VIP passes for the INTERNET TELEPHONY Expo show in Los Angeles a couple of weeks ago. If not, hopefully you'll have the opportunity to meet up with us at an upcoming show.

At IT Expo West we met with many of you who were eager to learn more about unified customer communications and Contact Center Consolidation 2.0. Judging from the activity at our booth, our messages resonated well with the crowds. Apparently the TMC judges and editorial staff agreed. After scouring the show floor and meeting with the many vendors to review and inspect the offerings on display, they selected a few companies and products that stood out from the rest.

CosmoCom is proud to have been selected as a Best of Show winner in the Best of Contact Center 2.0 category. Check out the long list of awards that we've won.

MANY MORE OPPORTUNITIES TO SEE COSMOCOM

Much has happened on the exhibiting front since our last issue. Above, you read about our success at the IT Expo West show in Los Angeles. While we were  busy meeting with prospects and winning awards at that show in the US, our UK team was busy spreading the word in Birmingham at the Call Centre Expo. But if you weren't fortunate enough to meet up with us at one of those shows, we've got good news. We've added additional opportunities to meet with our knowledgeable staff around the world.

On 5 - 8 October, we're pleased to again support technology partner RightNow Technologies as a Silver Sponsor of the RightNow Summit in Colorado Springs, Colorado. If you are a RightNow customer and plan to be there, please make a point of spending some time with our executives who will be happy to show you how CosmoCom can enhance your RightNow investment.

From 11 - 12 November you can find us on the show floor at the VoiceCon conference and exhibition at the Moscone Center North in San Francisco, CA. We'll be waiting for you in booth 439. Please use this discount coupon to receive a free exhibit only pass or to receive a discount on full admission.

Across the globe, CosmoCom will be part of one of the largest contact center shows in Asia and the most well known in Japan.  From 13 -14 November, you can meet with representatives from CosmoCom Japan in booth A-15 of Call Center Demo and Conference 2008. 

Wrapping up the year, CosmoCom will be exhibiting at another partner's event at HP Communications World 2008 in Vienna, Austria. The event takes place from 9 - 11 of December and we hope to see you there.

More on these events, including others in 2009, in future issues and on our events page.

HQ HAPPENINGS

2008 CosmoCom Executive Barbeque

There are more than a few advantages to working at CosmoCom's corporate headquarters in Melville, NY. One of them being the social events that occur throughout the year to encourage employees to enjoy a little bit of down-time from their busy work-lives and have some fun quality time with their colleagues.

One such event that we all look forward to is the annual Executive BBQ. Every September, the executive staff turns the tables, pulls out the white aprons and funny chef hats, and whips up a feast for the masses. The rest of the lucky staff and their families get to sit back, relax and enjoy an early evening of good food, drinks and music as a reward for the hard work they put in the rest of the year.

Once again we were blessed with perfect weather for this highly-anticipated gathering on the front lawn of HQ. The skirt steak and other goodies on the grill smelled so good that the patrons of the nearby high-end steak restaurant were jealous. The execs outdid themselves with the spatulas making sure nobody went hungry. We're all looking forward to next year. Leftovers anyone?

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom EMEA

Dimitry Nikitin, has joined CosmoCom as Sales Engineer for our growing team in Russia. Dimitry is no stranger to CosmoCall Universe having worked with our technology as Chief Operations Officer/Chief Technology Officer at service provider ProBusiness Tech (formerly Quickline) in Russian since 2003.

TRADESHOW NEWS: COMING ATTRACTIONS

	RightNow Summit 2008 October 5 - 8, 2008  The Broadmoor Hotel Colorado Springs, CO, USA www.rightnow.com/summit/ CosmoCom is Proud to be a Silver Sponsor
	VoiceCon San Francisco 2008 November 10 - 13, 2008 San Francisco, CA, USA http://www.voicecon.com/sanfrancisco/ Visit CosmoCom in Booth 439
	Call Center Demo and Conference Japan 2008 November 13 - 14, 2008  Ikebukuro Sunshine Tokyo, Japan http://www.callcenter-japan.com Visit CosmoCom in Booth A-15
	HP Communications World 2008 December 9 - 11, 2008  Vienna, Austria
	Call Center World - 2009 February 16 - 19, 2009 Estrel Convention Center Berlin, Germany Booth Hall 1: 1A16 www.callcenterworld.de
	RECORDED WEBINARS
	View recordings of our Webinar events including "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

	SUBSCRIPTION INFORMATION
	Please pass this issue of CosmoChronicle on to others who might be interested. If you are not already receiving the monthly CosmoChronicle you can sign up now. This and past issue are also available in the CosmoChronicle Archives.

 

	TECH SUPPORT UPDATES
	CosmoCom has replaced SupportNet with a new improved support site, for customers and partners, called CosmoCom Online Technical Support. You can find the latest documentation, Hot Fix bundles, Microsoft updates that have passed QA for CosmoCall Universe deployment, discussion groups and more. In addition, you can now access your support tickets online. If you have not yet obtained your secure login information, please contact your CosmoCom representative or send support an email.

 

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