COSMOCALL UNIVERSE VERSION 6 DEBUTS

CosmoCom Offers the Most Far Reaching Update in its History,
Enables Enterprise-Wide Unified Customer Communications

On March 16, CosmoCom announced the availability of the highly anticipated Version 6 of CosmoCall Universe™ (CCU). The new software release is the most far reaching and significant set of updates to the unified IP contact center suite in its history.  Like all of its software releases, Version 6 is available without additional charge to CosmoCom customers under the Software Assurance Program for all existing software licenses. Version 6 also includes new, optional capabilities that are available to customers as new licenses. A live demo of the new version is available to qualified prospects on request at www.cosmocom.com/to/v6demo.

The industry-leading innovations and advancements encompassed in CCU Version 6 offer CosmoCom customers significant capabilities and business benefits in each of the following areas:

"The phrase that CosmoCom introduced in the year 2000 -- Unified Customer Communications -- is the most concise way to describe Version 6," said Ari Sonesh, CosmoCom's Chairman and CEO. "The capabilities of CosmoCall Universe now reach far beyond the walls of the traditional contact center to include all customer communication in the enterprise. Unity, which has been the hallmark of our product from the beginning, runs through our entire offering. CosmoCom is proud to introduce such a significant and comprehensive set of enhancements now, and expects, with the help of these innovations, to emerge from this time of economic challenge as one of the strongest participants in the contact center industry."

Click the graphic above to learn more about the new release and/or read the CCU 6 Features of the Month article in this and coming issues of the CosmoChronicle.

COSMOCOM LAUNCHES COSMOHEALTH AND COSMOHEALTH PROACTIVE

Launching CCU 6 is already a lot of good news for one month, but CosmoCom also made a significant announcement in March about  the availability of the CosmoHealth™ and CosmoHealth ProActive™ applications. The new applications were showcased at the Blue Cross Blue Shield Association 2009 Customer Contact Center & Claims Conference in Orlando, FL, March 1--4 and will again be featured in our booth at several healthcare shows in April.

CosmoHealth is a Unified Customer Communications application for large health care campuses, which typically encompass many unconnected large and small contact center operations whose requirements are well beyond the capabilities of basic PBX and unified communication systems. With CosmoHealth, all of these diverse contact centers are consolidated into one unified platform, reducing costs and creating a consistent, unified patient experience that strengthens the bonds of trust between provider and patient and supports positive results.

CosmoHealth ProActive is a patient care outreach system that applies the efficiencies of predictive dialing technology to make outreach healthcare professionals more productive and cost effective. Proactive patient care via database-driven outbound telephone calls has been proven to reduce the overall cost of care while improving patient outcomes. This application has become a specialty for CosmoCom, and its knowledge and experience are packaged into the CosmoHealth ProActive application.

"According to a recent study by the Joint Commission, the nation's most powerful hospital accrediting group, poor communication is the number one cause of death and serious injury in hospitals," said Ari Sonesh, CosmoCom's CEO and Chairman. "In addition to its preventive value, good communication fosters the harmonious, stress-free environment that is most conducive to quality patient care. With our Consolidation 2.0 value proposition, healthcare providers can enjoy the benefits of improved communication while also reducing costs. That is the winning combination that everyone is looking for today."

Find more information about the CosmoHealth family of applications at http://www.CosmoCom.com/HealthCareContactCenter.

CCU ENABLING IVERIFY'S
STATE-OF-THE-ART VIDEO SECURITY SERVICE

CosmoCom Technology Supports Video Monitoring Center Via Telephone,
Email, Voicemail, Fax, Web Chat, and Web-Based Audio and Video

CosmoCom recently announced that its CosmoCall Universe™ contact center platform has been deployed throughout the state-of-the-art Video Monitoring Center at Iverify, an innovative security and customer care company. CosmoCall Universe strengthens Iverify with an all IP software platform that broadens the number of ways customers can contact Iverify's Video Monitoring Center for assistance to include telephone, email, voicemail, fax, web chat, and web-based audio and video.

Iverify's monitoring center known as "The I" houses a team of specially-trained Protection Specialists who respond around the clock to issues ranging from operational audits to emergencies requiring immediate intervention, including reaching out to law enforcement for instant response. CosmoCom's partnership with Iverify improves the Protection Team's ability to manage the complex multi-channel communication methods used in today's marketplace.

"Iverify recognized the value of our multimedia capabilities in their particular application and found that it was easy to integrate our system into their environment," said Ari Sonesh, CosmoCom's CEO and Chairman. "We are always delighted to see customers like Iverify apply our system in creative, innovative ways that help their businesses."

Read the full release to find out why iVerify chose CCU.

ON THE ROAD WITH COSMOHEALTH

Many Opportunities to See CosmoCom Healthcare Contact Center Technology in April

Coinciding with the announcement of CosmoHealth and CosmoHealth ProActive earlier this month, we kicked off a series of exhibitions at leading healthcare events in the US.

We stared off with the Blue Cross Blue Shield Association Customer Contact Center & Claims Conference at Disney's Contemporary Resort in Orlando, Florida, on March 2. On the opening day of the conference there was blizzard-like conditions in much of the Northeast United States with snow on much of the East Coast. That made travel difficult for many (including our booth staff), but with a little luck and perseverance, most of our team made it to the show. If you weren't as fortunate, and missed the show for weather or other reasons, don't worry; you'll have plenty of other opportunities to see us at upcoming healthcare and telemedicine shows in April.

Your first opportunity will be at the 2009 Annual HIMSS Conference & Exhibition at McCormick Place in Chicago, IL from April 4 - 8. This huge event covers the gamut of healthcare information technology and even though there will be hundreds of exhibitors, your trip won't be complete unless you take a few minutes to visit CosmoCom in booth 3679 to see how our healthcare contact center applications can improve your communication effectiveness and bottom line.

The following week, we'll be at the 6th Annual World Health Care Congress in Washington, DC from April 14 - 16. As an Associate Sponsor of the event will be on hand in booth 307 in the Executive Networking Lounge to showcase our contact center solutions for leaders from all sectors of the health care and discuss how CosmoHealth supports many of the healthcare initiatives of the current administration.

Finally, we'll wrap up April in Las Vegas at the American Telemedicine Association conference from April 26 - 28. CosmoCom's virtual contact center technology is a "must see" for companies interested in telemedicine applications, so don't miss us in booth 1527, near the networking receptions.

CCU 6 FEATURES OF THE MONTH

Unified Customer Communications and Enhanced Contact Center Reporting

The debut of CosmoCall Universe version 6 announced earlier in March is a ground breaking and important release for CosmoCom and the contact center industry. While there are many exciting new features and enhancements, we've choses six of the most important ones to focus on. Over the next couple of issues of the CosmoChronicle we will be highlighting one or two of the new enhancements as feature(s) of the month.

This month we'll be focusing on the new Unified Customer Communications (UCC) features as well as Enhanced Contact Center Reporting.

Unified Customer Communications

Version 6 of CCU realizes CosmoCom's vision of enterprise-wide Unified Customer Communications. The software introduces two new user types -- ReadyReps and Business Users -- in addition to the traditional CosmoCall Agent, making Unified Customer Communications achievable through a comprehensive set of user-defined business roles. Version 6 also introduces CosmoPhone™, CosmoCom's new IP telephone option. 

In contrast with the Agent license designed for users that are completely dedicated to the contact center, the ReadyRep license is designed for users who have responsibilities that are traditionally outside the contact center, but who add great value to the customer service process with their knowledge, skills, and empowerments. ReadyRep™ addresses a market need similar to that addressed by the 'expert' licenses of many competing industry products, but its capabilities far exceed those expert offerings.

In addition to ReadyRep, CosmoCom has also added Business User licenses in Version 6, which are basic extensions. They are part of the user community of the contact center, but not part of its automatic routing feature.

CosmoPhone, an IP Telephone set that complements all user types - Agents, ReadyReps, and Business Users - is CosmoCom's first hardware product. It works directly with CCU; no additional IP telephone infrastructure is required. The CosmoDesk PC application is fully synchronized with CosmoPhone, enabling each user to adopt either interface and to switch seamlessly between them.

CosmoCall Universe still works smoothly with existing IP telephone infrastructure, both local and hosted, but all that is optional now. With these new user types, CosmoPhone, and CosmoPhone's seamless integration with CosmoDesk, CosmoCall Universe now stands on its own as a complete Unified Customer Communications product. Read the press release to learn more about CosmoCom's Enterprise-Wide Unified Customer Communications advances.

Real Time Reporting and Performance Analytics

Contact centers live by their reports and CCU 6 includes dramatic enhancements to the real time reporting and analytics capabilities of the platform.  The new CosmoDashboard™ brings unprecedented power and flexibility to real time reporting, and CosmoAnalyst™ provides On Line Analytical Processing (OLAP) sophisticated enough to satisfy any conceivable information need, yet simple enough to be used by anyone.

CosmoDashboard is a new real time reporting technology that replaces and greatly enhances the previous generation of real time reports in CosmoCall Universe.  CosmoDashboard is personal, customizable, and graphically stunning. With CosmoDashboard, each user can create a vast tabbed information environment of customizable and highly interactive "gadgets."

Reports and views can be easily shared and are automatically filtered according to the permissions profile of the user, ensuring that users see only the relevant information they are authorized to see.

CosmoAnalyst is an optional component of CosmoCall Universe that provides a complete business intelligence environment. CosmoAnalyst is an OLAP database that provides data cubes designed for every conceivable measurement of contact center performance, and supports all the typical OLAP operations of slice, dice, drill down, roll-up, and pivot. 

Like CosmoDashboard, CosmoAnalyst is also completely customizable and securely filtered according to the permissions profile of the user. It is useful for instant ad hoc reporting, but also configurable with standard reports used regularly by contact center managers.  It also employs a standards-based open architecture to allow integration with existing corporate reporting infrastructure and the use of familiar tools such as Excel.

Learn more about CosmoDashboard and CosmoAnalyst advanced contact center reporting including links to video demos.

Make sure you come back for the next issue of CosmoChronicle in late April for more features of the month. If you're not already a subscriber, here's how to sign-up now so you won't miss a thing and feel free to pass this on to your colleagues so they can stay informed too.

COSMOCOM AND HP SHINE AT MOSCOW CALL CENTER EVENT

There is a lot going on internationally on the show front. CosmoCom is exhibiting at Seca in France today as this newsletter goes out. We just participated in successful shows with partners in Mexico and Philippines and next month we'll bring you a recap of those events.

Scenes from the HP and CosmoCom booth and speaking session at Call Center World Russia 2009 in Moscow

However, in this issue we'll focus on a recent Russian event. We continue to see tremendous activity and growing interest in our contact center technology and Consolidation 2.0 in Russia and the CIS region. In recent recent months, we've featured several stories around such activity, including the Vega Telecommunications Group lead article in our February issue.

The momentum continues to build in the region as executives from CosmoCom and HP joined forces to exhibit at the Call Center World Russia 2009 show in Moscow. This key call center event took place from 17 - 18 March at the Radisson SAS Slavyanskaya Hotel. The event attracts leading companies representing many industries and economic sectors of Russia, Ukraine, Kazakhstan, Uzbekistan, Azerbaijan, Kyrgyzstan, Belarus and other CIS countries, as well as of the European Union, the Middle East and the US who are interested in see the latest in contact center technology.

Delegates didn't have to look far to find what they were looking for when they entered the exhibit hall. The HP and CosmoCom booth #9, at the top of the escalator near the main entrance, attracted quite a lot of attention from interested executives who stopped to see our technologies in action, including demos of CosmoCom's new CCU 6, and to discuss the recent CosmoCom and HP announced a Global Resale Agreement announced it our January issue. We are please to have participated in such a successful show in cooperation with HP. We're looking forward to many more mutually rewarding activities together.

WHO'S TALKING? RECENT INK

The flurry of new announcements from CosmoCom during the first quarter of 2009 have spurred a lot of activity in the press. Below are just a few select articles that are worth mentioning.

More Than Just Hype?
In her March 19, No Jitter story, analyst Shiela McGee Smith states (in reference to our CCU 6 debit announcement), "The press release leads with what might be considered self-aggrandizing hype, saying it 'is the most far reaching and significant set of enhancements and additions to the vendor's unified IP contact center suite in its history.' Having followed the company since its inception, and after spending almost 90 minutes reviewing the changes with the company's EVP, Steve Kowarsky, I'd have to agree that the statement is more than accurate."  Read the story, CosmoCall Universe 6.0: An Embarrassment of Riches to find out what else she has to say.

We especially liked Brendan's turn of phrase on enhanced reporting, "CosmoCom has also taken reporting to another universe with CosmoDashboard. Rather than forcing supervisors and managers to stare at eye-glazing numbers it lets them creatively and imaginatively configure their reports from what the firm calls 'gadgets'..."

Read CosmoCom Takes Contact Centers into a New Service Dimension with CosmoCall Universe Version 6

CosmoCom Delivers Healthcare Customer Care Remedies
"CosmoCom has delivered two new remedies to help healthcare providers cost-effectively improve their connection with patients: CosmoHealth and CosmoHealth ProActive, and in doing boost both healthcare quality including saving lives, and financial stability." That opening statement pretty much sums up this terrific featured article that appeared in multiple places on TMCnet and in the Customer Inter@ction Solutions eNews newsletter.

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom UK

Emily Bloomfield, is the most recent addition to our global sales and marketing team. Emily joins the UK office as Sales and Marketing/Office Manager. She brings a strong background in IT marketing communications and partner marketing as well as administration. She holds a BA in Media Studies, with honors, from University of Chichester.

TRADESHOW NEWS: COMING ATTRACTIONS

	Seca March 31 - April 2, 2009 Paris Expo Porte de Versailles - Hall 1 Paris, France http://www.seca-it.com/ See CosmoCall Universe in action in booth F19
	HIMSS 2009 April 4 - 8, 2009 McCormick Place Chicago, IL, USA http://www.himssconference.org/ See CosmoCom in booth 3679 to learn more about CosmoHealth and CosmoHealth ProActive
	World Health Care Congress 2009 April 14 - 16, 2009 Marriott Wardman Park Hotel Washington, DC, USA http://www.worldcongress.com/events/HR09000/ Visit Associate Sponsor, CosmoCom in booth 307 in the Executive Networking Lounge to learn more about CosmoHealth and CosmoHealth ProActive
	ACUTA 38th Annual Conference & Exhibition April 19 - 22, 2009 Hyatt Regency - Atlanta Atlanta, GA, USA http://www.acuta.org/events/annual_conference/sce09.cfm Visit CosmoCom in booth 506
	American Telemedicine Association - ATA 2009 April 26 - 28, 2009 Rio All Suites Hotel and Casino Las Vegas, NV, USA See CosmoCom in booth 1527to learn more about CosmoHealth and CosmoHealth ProActive
	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
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	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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