HAUPPAUGE, NY, JANUARY 12, 1999 - Complete
live customer service has come to the Internet with the release of CosmoCall Version 2.0,
a Virtual Call Center developed by CosmoCom.
CosmoCall 2.0, an enterprise-strength
virtual call center, integrates advanced Virtual ACD, Interactive Voice Response (IVR) and
Unified Messaging to enable complete routing and blending of any incoming telephone or
Internet (H.323) call, voice fax, or email message.
The enhanced system developed by CosmoCom,
a leader in the development of virtual IP call center technology, allows any company, and
especially those engaged in electronic commerce or customer support, to operate a scalable
call center using Internet Protocol from end to end. Using CosmoCall 2.0, call center
representatives work with a single appliance, their computer terminal, to effectively
respond to any customer inquiry.
One of the features that makes CosmoCall
different from all other call centers is that, where other systems handle only telephone
protocols, converting IP based calls to telephony, all calls coming into a CosmoCall
Center are converted to IP.
"CosmoCall 2.0 is a complete virtual
call center that allows companies to provide customer support that is efficient and
cost-effective for both the call center and the customer," said Ari Sonesh,
CosmoCom's CEO and president. "Now call centers can properly blend calls so that
agents can queue and answer real-time inquiries such as Internet chat and Voice over IP in
real-time, while simultaneously queuing and answering voice mail, fax and email inquiries.
This allows call centers to answer live or electronic calls in whatever order they
want."
CosmoCall Version 1.5 was a virtual call
center solution capable of integrating telephone and live interactive communication into
any Web site or network-based application using an IP based ACD to guarantee the
customer's ability to reach the correct agent. Version 2.0 takes this a step further,
CosmoCom Version 2.0 Release Continued making the system a complete customer interaction
solution by incorporating IVR and the ability to route and distribute messages as well as
live calls. This "Automatic Message Distribution" handles any form of incoming
message, including voice and fax telephone calls, as well as emailed inquires from the
Internet.
According to Alpa Sha, Industry Business
Manager at Frost & Sullivan, "CosmoCom is one of the first companies to take the
step towards a completely server-based call center solution that integrates IP."
"This is a product with an eye toward the call center of the future when calls will
come in the form of voice, data or video and come from PSTN or IP networks. Furthermore,
CosmoCall addresses the growing trend of companies that want to operate one network for
all their voice, data and video communications needs. Such companies believe they can more
easily and efficiently manage call center inquiries that come from a variety of
sources."
The new product, like its predecessor, can
be implemented as a stand-alone call center solution or used to enhance an existing legacy
call center system. It is also available as an upgrade to CosmoCall 1.5.
About CosmoCom, Inc.
Founded in 1995, CosmoCom (www.cosmocom.com) creates advanced call center technology that,
for the first time, enables Internet businesses to fully realize the potential of ecommerce. CosmoCom offers live, one-to-one, integrated multimedia customer service for
Internet and telephone callers by combining the functions of ACD, CTI, IVR and unified
messaging in one totally IP-based system. CosmoCom's clients are a who's who of top
ecommerce companies, and the company's major partners include Computer Associates,
Dialogic and Siemens. Led by CEO and President Ari Sonesh, and Executive Vice President
Stephen Kowarsky, CosmoCom is a privately held company based on Long Island in Hauppauge,
NY.
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All referenced product names
are trademarks of their respective companies.
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