CosmoCom Enhances Contact Center On-Demand Software

Now CosmoCom™ makes it even easier for contact centers to integrate with database applications and with major speech application platforms, conduct outbound dialer campaigns, support the use of standalone IP telephones, and track customer interaction history.

These tools are available today with CosmoCall Universe™ Version 4.5, the latest update of CosmoCom's innovative and powerful software solution for Contact Center On-Demand and IP Contact Centers.

"All of our product development is guided by customer feedback," explained Ari Sonesh, CosmoCom's Chairman and CEO. "Dialogue with our customers is the key to prioritizing our efforts and maximizing the value we deliver. Our discussions with current customers makes us confident that the capabilities of Version 4.5 will be genuinely useful to them as well as future customers."

"CosmoCom's new releases always hold pleasant surprises for us," noted Kent Charugundla, CEO of EagleACD, a Contact Center On-Demand service provider that uses the CosmoCall Universe platform.

CosmoCall Universe Version 4.5 adds value to many facets of the CosmoCall Universe (CCU) product. The Enhanced Web Agent strengthens CCU as a zero-desktop-footprint solution, which is increasingly important for Contact Center On-Demand applications.

The Enhanced Web Agent now includes several new features not available in the desktop agent, such as multiple line appearances and an improved supervisor interface enabling easier and more flexible monitoring of calls.

CosmoDesigner, CosmoCom's GUI application development tool, now has a built in Web Services API, enabling any information available as a Web Service to be quickly and easily incorporated into the self-service and call routing logic.

To meet the self-service application needs of several customers, CosmoCom developed a Session Initiation Protocol (SIP) extension method for integrating state-of-the-art speech application platforms from technology partners Nuance and VoxPilot into the CosmoCall Universe and CosmoDesigner environment.

Formerly available only for predictive dialing campaigns, the CCU campaign manager now encompasses preview and progressive campaigns, as well as pure Interactive Voice Response (IVR) dialing with optional agent access within the IVR application.

CosmoCall Universe now supports standalone IP telephones used as permanent PBX extensions within the CCU IP telephone infrastructure. No PC client software is required and the phones work with complete transparency - just pick up the handset or press the speakerphone button to dial or to answer an incoming call.

This version also introduces a new module, CosmoTracker, which is an interaction history tracking option. With CosmoTracker, inbound and outbound calls, internet sessions, and email messages automatically create interaction history records organized by account, case, and contact.

CosmoCom™ provides an all-IP, universal access contact center system that is the hosting platform of choice for more top tier network service providers worldwide than any other product of its kind, and is fast becoming a favorite for service provider customer care applications.

The high--capacity, high availability, multi-tenant platform supports multi-channel contacts including voice and video telephone, email, voice mail, and internet. CosmoCom's Virtual by Design™ architecture enables companies to move beyond geographic limitations to self-host and virtualize all contact center operations across the enterprise.