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CosmoCall Universe™ Agent Overview

The CosmoCall Universe CosmoAgent provides contact center agents with a single interface for managing all customer interactions including telephone and Internet, live and message-based, fixed and wireless, inbound and outbound. A standard multimedia PC with a headset is the only appliance an agent needs. The use of a regular telephone or an IP phone is an easily configured option.

One Interface for All Contacts

CosmoAgent’s intuitive interface gracefully handles all types of customer interactions. Supported contact types include inbound telephone calls, outbound telephone calls (agent dialed, preview dialed, as well as predictive dialer generated), callbacks, Instant Messaging (IM) keyboard chat, web
co-browsing and collaboration, web voice and video, e-mail messages, and voice and fax messages.

Virtual Call Centers and Remote Agents at No Additional Cost

Agents are location-independent, and calls may be transferred seamlessly between agents, regardless of their locations. All call-related information is automatically transferred with the call.

Easy Integration & Customization

CosmoConnector is a pre-packaged desktop integration for a number of complementary applications such as CRM and Knowledge-Base products. CosmoConnector unifies CosmoAgent functions and the CRM or other complementary applications’ functions in a single window on the agent’s desktop. CosmoAgent APIs facilitate easy integrations with applications that are not available in an off-the-shelf CosmoConnector. Furthermore, the flexible CosmoAgent interface is easily customized and branded for OEM applications.

Multiple Options for Telephone Call Delivery

Agents can use CosmoAgent as a PC-based soft phone for both telephone and Internet callers. Calls can also be delivered to any regular telephone via its phone number, or to any IP Phone via its IP address.

MultiLanguage Support

The CosmoAgent interface has been translated into over a dozen languages – including languages that require double-byte support. Agents can select a language at login time. Additionally, all IM (keyboard chat) between agent and caller is in the language of the caller, even if the agent’s interface is in a different language. For example, an agent using French menus can have an IM conversation with a German caller in which both have all of the proper German characters. New CosmoAgent languages can be created and implemented in the field without software development.

Auto-Update for Agent Software

Software updates are automatically distributed to all agents using the auto-update feature.
CosmoAgent client automatically detects when a new version is available, and the upgrade is accomplished with a single click of the mouse.

1 - Ring Audible/Visual
Agents get both an audible and visual indication of an incoming call. The telephone icon vibrates and the agent hears a customizable ring or zip tone in the headset.

2 - Call Transfer/Notification
An agent can transfer a call to another agent, who gets audible and visual notification of the transfer, even when in another call. Calls can also be transferred to any telephone number.

3 - Hang-Up/Wrap-up
Hanging up a call presents the agent with a customizable list of wrap-up codes that are tracked in standard reports.

4 - Collaborative Browsing
Browser collaboration can be agent-led only, or shared control between agent and caller. Shared control mode supports two-way page pushing, as well as joint form filling and shared pointer.

5- Multimedia Conversations
The agent has the ability to interact using live voice, video, and application sharing with Internet callers – including the ability to add these media to an Instant Message call already in progress.

6 - Caller Info
The interaction window displays the name of the caller and the call type before the call is answered. Additional information such as skills required, source URL, etc. may also be displayed. The displayed information can be customized on a per call basis.

7 - Flexible Dialing
Outbound calls and transfers can be directly dialed using the dial pad or selected from recent calls, customizable speed dials, or a list of agents including current status.

8 - Instant Message / Keyboard Chat
Spell-check, canned phrases, and complete format control for easy reading.

9 - Screen Pop
CosmoAgent exposes an API that facilitates integration with other applications on the agent's desktop for intelligent screen pops. CosmoConnector provides pre-packaged, single-window integrations with leading CRM applications.

10 - Canned Phrases
Commonly used phrases and URLs can be stored for easy access during Instant Messaging sessions. Replaceable parameters allow auto-customization for each caller, such as automatically inserting a caller’s name in a chat message. An auto-complete feature allows the CSR to see and select from a list of phrases that match typed letters. Phrases and URLs can be linked to push both to a caller simultaneously via a single-click.

11 - Mic + Volume Sliders
Adjust or mute the microphone or headset volume as needed.

12 - Available/Released
A prominent icon clearly shows the agent's availability status. When going unavailable, agents choose from a customizable list of release code that track CSR activity.