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MELVILLE, NY – March 8, 2004 — CosmoCom, the leading global provider
of all-IP contact center solutions, today announced that its flagship product,
CosmoCall Universe™ , can now be integrated with Cisco Call Manager (CCM) to
enhance that IP PBX with a complete set of IVR and advanced contact center
capabilities. The integrated solution, which is in service now with a major
British retailer, fully supports all contact channels — telephone, email, and
internet — taking full advantage of the RTP redirection feature available in
standard VoIP protocols to reduce network bandwidth requirements and enhance
call quality.
Current CosmoCall Universe (CCU) customers can now use Cisco CCM to add IP
PBX functionality to their IP call centers, and Cisco CCM customers and
distributors can now use CosmoCall Universe to build an integrated PBX and
multi-channel call center environment. Calls to the CosmoCom IVR or call center
can be transferred to any PBX extension, and calls can be transferred from PBX
extensions to CosmoCom IVR, call center queues, or directly to call center
agents. All such transfers set up only one RTP stream instead of the multiple
streams necessary in RTP proxy integrations. The need for virtual call centers
and virtual PBXs is a key driver for VoIP, and in these environments avoiding
multiple RTP streams helps to optimize the cost and quality of calls across
widely distributed locations.
"By integrating CosmoCall Universe with Cisco Call Manager, the industry’s
most popular IP PBX, we are enabling OEMs and other channels that focus on the
customer premises marketplace to meet their customers’ need for all IP voice
infrastructures that are both cost-effective and feature-rich," said Erik
Laurence, Vice President of Product Management and Business Development,
CosmoCom. "And because this integration is standards-based and leverages
Cisco’s Architecture for Voice, Video and Integrated Data (AVVID) vision, it
eliminates the need for the expensive, proprietary interfaces that are required
to integrate CCM with other contact center platforms."
The CosmoCall Universe/Cisco Call Manager integration is part of CosmoCom’s
ongoing efforts to empower OEMs and other channels to the customer premises
market. The integration is supported by CosmoCom’s latest software version,
and is available immediately. CCU is designed from the ground up for IP
connectivity, and similar methods can be applied to integrating CCU with other
IP PBXs.
About CosmoCom
CosmoCom is the leading provider of all-IP, universal access customer
interaction management (CIM) platforms. CosmoCall Universe™ supports
multi-channel contacts including telephone, email response, web chat, web voice,
web video, web collaboration and voicemail in a high capacity, high
availability, multi-tenant platform. CosmoCall Universe is a unified contact
center suite that includes ACD, IVR, CTI, predictive dialing, multimedia
recording and administrative tools. Network Service Providers use CosmoCall
Universe to offer hosted Contact Center On-Demand™ services to their clients.
Teleservices Outsourcers base their inbound/outbound operations on CosmoCom
technology. CosmoCom also provides best-of-breed CIM components, including IP
ACD and IP IVR for systems integrators, resellers and OEMs to build
pre-integrated customer interaction and relationship management (CIRM) systems.
CosmoCom’s customers include BT, Cable & Wireless, Deutsche Telekom,
ePLDT, France Telecom, KT, NTT, Sakon and TeliaSonera. Headquartered in
Melville, New York, CosmoCom has received more than 50 industry awards, and was
recently ranked for the second year in a row by Deloitte as the region’s
fastest growing technology company. For more information, please visit www.cosmocom.com.
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