COSMOCOM EARNS INDUSTRY ACCOLADES FOR COSMOCALL UNIVERSE 6.0

Contact Center Platform Recognized with 2009 IP Contact Center Technology Pioneer Award from TMC and LISA Award from the Long Island Software and Technology Network

Earlier this spring, CosmoCom introduced its latest software release, CosmoCall Universe 6.0 (CCU 6.0), with the most far reaching and significant set of enhancements to the company's unified IP contact center suite in its history. That innovation has now garnered significant industry attention--at both the global and local levels. Technology Marketing Corporation (TMC) awarded CCU 6.0 its 2009 IP Contact Center Technology Pioneer Award from its magazine, Customer Interaction Solutions, while locally, the Long Island Software and Technology Network awarded CCU 6.0 with its highest honor, the 2009 LISA software award. Both honors signify recognition of the importance of CosmoCom's Contact Center Consolidation 2.0 strategy, which enables organizations to consolidate globally distributed, enterprise-wide customer communications activities on a single virtual platform. 
 
Richard Grigonis, editor of TMC publication, Internet Telephony, had high praise for CosmoCall Universe 6.0 in an article about IP-enabled contact centers. "CosmoCom has made a tremendous technological effort in Version 6.0 of CosmoCall Universe, creating a milestone in the advancement of IP-based contact centers."
 
Read the press release at http://www.cosmocom.com/pressreleases/PressReleases2009/pr07212009.htm

CONNECTOR-PLUS COMBINES HOSTED CCU PLATFORM WITH SYSTEMS INTEGRATION EXPERTISE

Telecommunications Solution Provider Delivers Hosted Contact Center Capabilities to
Government and Enterprise Customers across Mexico

Early in July, CosmoCom announced that Connector-Plus, an IT and telecommunications solution provider in Mexico, is delivering hosting and integration services to government and enterprise companies in the region using the CosmoCall Universe all-IP contact center platform. Now institutions across Mexico are able to leverage the power of the CosmoCall Universe platform without making significant investments in hardware capital expenditures.
 
"CosmoCall Universe is perfect for the Mexican market and has already provided significant gains for our customers," said Benjamin Alvarez, Connector-Plus CEO. "We are developing our business around the hosted services and integration of CosmoCall Universe with our customers' mission critical systems. The CosmoCom technology provides the capabilities needed both to address our customers' in-country needs, as well as to attract foreign businesses looking to outsource to the highly skilled Mexican market."
 
Read more about Connector-Plus to learn how customers like Tracsa (a division of Caterpillar), SESPA (a regional security company), and local government institutions are benefitting from their innovative Mexican contact center offerings.

NEW OUTSOURCED CONTACT CENTER OPERATIONS WHITE PAPER AVAILABLE

As a CosmoChronicle readers you are among the first to learn of a new CosmoCom white paper called How to Empower your Outsourced Contact Center Operations to Deliver Real Business Value that is hot off the "virtual" presses and available for download on the CosmoCom site now.
 
Outsourcers don't need to be on the "outside." Numerous enterprises are effectively taking advantage of the unified nature of CosmoCall Universe to include outsourcers as a logical extension to their contact center mix on the same shared, virtual platform. Among the many benefits if doing so are the increased visibility, unified reporting and centralized management that the platform brings.
 
If your business uses, or is considering using, outsourced help for you contact center, this new paper challenges you to look at your current contact center and ask yourself such questions as:

• How effectively are you currently managing your outsourcers?
• Is your outsourcer data accurate?
• Are all your outsourcers reporting the same way?
• Do you have a real-time view of in-house and outsourcer contact management across your entire contact-center?

CCU 6 FEATURE OF THE MONTH

Microsoft Outlook Integration

This month in our ongoing series of CosmoCall Universe version 6 (CCU6) features of the month we'll take a look at CosmoCom's Microsoft Outlook Integration feature.
 
CCU has always been based on the Microsoft platform and related technologies. Last month we told you about our integration with Microsoft's Office Communications Server (MS OCS)  as just one example of unified communications in the call center. Similarly the new version 6 of CosmoCall Universe also includes integration with Microsoft Outlook, the leading solution for managing time and information, connecting across boundaries, and controlling the information that reaches you. The integration allows Outlook users to originate CosmoCall Universe calls from their Outlook Contacts. It is available for all CosmoCom user licenses -- the traditional Agent licenses, and the Unified Customer Communications licenses that are new in Version 6 -- ReadyReps and Business Users.
 
The integration works with all versions of Outlook, including the latest, Outlook 2007, which delivers numerous innovations for searching communications, organizing work, and sharing information with others -- all from one place. Now there is one more thing you can do from that one place. The user simply selects a contact in Outlook and clicks a button to place a call via CosmoCall Universe.
 
We developed the integration to ensure that we deliver on the promise of Unified Customer Communications. The Outlook client is ubiquitous among global business users. With ReadyRep and Business User licenses broadening CosmoCom's user base within enterprises, CosmoCall Universe users who are also Outlook users now have a quick and easy way of placing CosmoCalls within Outlook."
 
For a review of some of the new features, including the new Outlook integration, please visit the CCU 6 page or engage us to for more information and/or a demo.

TEAM SPIRIT IN AND OUT OF THE OFFICE

While making the rounds in Europe recently, CEO Ari Sonesh was handed a rugby shirt with the CosmoCom logo on it by a team member in the UK office. When he inquired about its origins, he learned it was a gift from a local junior rugby league that the UK office had helped sponsor. But the story is even more interesting than that...
 
The shirt was given as a thank you by a former end-user at a well-known company successfully deployed on BT's CosmoCom-based, NGCC (Next Generation Contact Center) platform. [s1] Over the long period that the man had been using the CCU-based service, he had developed a strong relationship with the local CosmoCom staff that helped support him and BT. When he shared that his son's rugby team needed sponsors for the season, the CosmoCom UK office--in the spirit of teamwork--offered their support as they had so many times for him in the business world.
 
Over the years of working closely with the teams from CosmoCom and BT he gained a lot of exposure to our technology and an equal amount of respect and admiration for its capabilities. So much so, that he even attended CosmoCommunity in New Orleans last year. He has been so impressed by the capabilities of CosmoCom's all-in-one contact center technology that he ultimately decided to make his own business out of it. He started a company called QCC (Quick Contact Centre) in the UK and became a service provider to offer contact center services based on the same BT/CosmoCom NGCC platform he'd grown to love.
 
We wish him, and his son's team, much success.

NEW HOSTED CONTACT CENTER CUSTOMER CASE STUDY FROM TATA

While we at CosmoCom love to tell you all about our contact center technology, it is fair to say that we are a little bit biased in our opinions - the way a parent talks about a child. However, it is always a pleasure when we can let others do the talking (or writing in this case). We're happy to share with you a new case study written by one of our many service provider customers about one of their successful end users on their hosted platform.
 
Tata Communications (formerly known as VSNL), in India, has been offering hosted contact center services on their InstaCC platform for a long time now. They have just published a case study on Etech, Inc. on their site, which we have also added to our own case study section on www.cosmocom.com. Etech is a global BPO provider that was evaluating options for increasing the size of its operations. Tata's InstaCC offering allowed Etech to achieve their goals and move with market demand. Tata has had many successes with InstaCC and many more on the way. We guarantee that we'll be sharing more good news from them in the near future.
 
In the mean time, read the case study and see for yourself and see how Tata helped BPO, Etech to grow.

HQ HAPPENINGS

2009 CosmoCom Family Picnic

Summer is in full swing in North America and that means it is once again time for CosmoCom headquarters staff, along with their friends and family, to trade in the work clothes for some comfortable shorts and gather for the annual CosmoCom Family Picnic.
 
This year, our event was originally scheduled for Saturday, July 18, but two days prior, the weather service issued severe thunderstorms warnings for that day. So, in true CosmoCom fashion, -- and not unlike our support team -- our picnic committee was right on top of things, successfully coordinating a date shift to the following day.
 
The move was a great choice. Sunday turned out to be a picture perfect day with bright sunshine and perfect weather. The date change also enabled a few extra attendees who had other commitments on Saturday to join the rest of the gang at Lakeland Park in Islandia, NY.
 
The day was packed with great grilled food, plentiful cold beverages, pumping music and lots of organized activities for adults and kids. Young and old alike were encouraged to participate in friendly games of soccer, basketball, volleyball and more. We even held the first ever "CosmOlympics" with athletically challenging and mentally stimulating events, including: 3-legged races, Water Ball toss, DizzyBat Relay Race and an all-hands, Tug-O-War.
 
All-in-all it was a fun, fantastic day. Thanks again to the organizers who put together a great program.

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Americas

Neelam Kirola, has joined CosmoCom as a TAC Engineer, further expanding our support team in Melville. She is CCNA certified and has broad experience with multiple operating systems, programming languages as well as a number of network and routing protocols. She holds a Masters degree in Electrical Engineering from Stonybrook University in New York.

TRADESHOW NEWS: COMING ATTRACTIONS

	SPEAKING ENGAGEMENT September 1, 2009 Los Angeles Conventions Center Los Angeles, CA, USA   CosmoCom will be part of the Unified Communications in the Contact Center session (CC-01) at 9:00 am on September 1.
	RECORDED WEBINARS
	View recordings of our Webinar events including "New Horizons in Telehealth", "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

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