CosmoCom Enhances Contact Center Reporting

New Release Features New Dashboard and Advanced Performance Analytics

MELVILLE, NY – MARCH 23, 2009 – CosmoCom announced today that its new Version 6 of CosmoCall Universe™ includes dramatic enhancements to the real time reporting and analytics capabilities of CosmoCall Universe. 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. Each tab contains multiple reports populated by any number of "gadgets" that take the form of tables, charts, and graphs appropriate to the type of information they present.

Gadgets are customizable and highly interactive. Reports and views can be shared easily, and each user can also develop personal reports and views. All CosmoDashboard reports are automatically filtered according to the permissions profile of the user, ensuring that users see only the relevant information they are authorized to see. CosmoDashboard features a configurable refresh as frequent as every three seconds. It is instrumented with configurable multimedia alerts based on user-defined thresholds.

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 completely customizable. It is useful for instant ad hoc reporting, but also configurable with standard reports used regularly by contact center managers. Many standard reports are available out-of-the-box, and customers can use the standard reports with their own custom adjustments, or create their own reports from scratch. Also like CosmoDashboard, reports created with CosmoAnalyst are automatically filtered according to the permissions profile of the user. CosmoAnalyst employs a standards-based open architecture to allow integration with existing corporate reporting infrastructure and the use of familiar tools such as Excel.

"Contact centers live by their reports," said Steve Kaish, CosmoCom’s VP of Product Management. "With CosmoDashboard and CosmoAnalyst, CosmoCom has truly advanced the state of the art in contact center reporting. Our customers are excited about these capabilities, and many find them reason enough to upgrade to Version 6," Kaish continued.

Resources

Learn more about CCU Contact Center Reporting and view a CosmoDashboard video

About CosmoCom
CosmoCom, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.

All product and company names herein may be trademarks of their registered owners.

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