CosmoCom Releases CosmoCall Universe Version 4.4
Highlights Include Thin Client, N-Way Conferencing and Enhanced Tenant Management
MELVILLE, N.Y.--(BUSINESS WIRE)--July 13, 2004--CosmoCom(TM), the first-to-market provider of all-IP, universal access contact center technology, today announced the availability of CosmoCall Universe(TM) 4.4, the latest version of its all-IP, unified contact center suite, which includes multi-channel ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools. Version 4.4 features easy integration with thin client applications, robust n-way conferencing and enhanced tenant management capabilities, as well as a broad range of usability and performance enhancements.
"Version 4.4 is based almost entirely on customer feedback," said Erik Laurence, vice president of product management and business development for CosmoCom. "Our customers guide the evolution of CosmoCall Universe by requesting features that address their contact center needs and meet their business goals. Our success with on-demand service providers, OEMs and the telecom customer care vertical results in many such requests, and we wouldn't want it any other way," Laurence continued.
Major features of CosmoCall Universe version 4.4 are highlighted below:
Easy Integration with Thin Client Applications
CosmoCall Universe now features Thin Client Web Services, an API that facilitates integration of the CosmoCall Universe Agent into any thin client application. "Our customers needed much more than just a standalone thin client," Laurence explained. "With this feature they can easily create their own thin client and make it a part of their existing thin client applications." Like all of CosmoCom's APIs, the Thin Client API is built on open, standards-based interfaces, which are easy to use and well understood by many programmers. This makes integrations faster to implement and less costly to maintain.
Robust N-Way Conferencing Including Recording
Agents can now conference not just three, but multiple parties up to a configurable limit on an ad hoc basis. Now, there's no need to plan and pay for an external conference bridge if a multi-party conversation is needed. In addition, supervisors can monitor all legs of the conference, and multi-party conferences are recorded by CosmoCorderTM just as two-party calls are.
Streamlined Tenant Management
The new tenant provisioning module simplifies tenant creation, reducing setup time to less than one minute, and further streamlines a number of management tasks such as DNIS assignment, and creation of default IVR and call handling scripts. It also allows service providers to market and deploy services through channel partners (sub-landlords), each of whom can provision and manage its own group of tenants.
Enhanced Skill Weighting
Administrators can now more easily segment agents according to skill proficiencies by adding weights to the skill assignments of an agent. Easy to create and highly flexible, weights can be defined on a wide-ranging scale in order to accommodate the unique needs of each customer. Skills and their weights can be defined and adjusted on the fly in response to the changing needs of the call center.
Other Highlights of Version 4.4
CosmoDesigner(TM), CosmoCall Universe's GUI-based, end-to-end call flow tool, has been enhanced to facilitate database lookup as part of the IVR application. Databases can now be stored as XML tables, and accessed easily and conveniently using standard CosmoDesigner tools. While external databases can be accessed as before, now there's no reason to if that's not desired.
Agents now have a convenient multi-call toggle button, enabling them to more easily switch among multiple active calls up to a configurable limit.
CosmoCall Universe's predictive dialer, CosmoDialer(TM), now features improved call blending capabilities, allowing agents participating in outbound campaigns to receive inbound calls to better handle surges in inbound activity.
In order to make the most efficient use of network resources, CosmoCom has introduced RTP redirect to enable route optimization after a call has been connected or after it has been transferred. This feature, sometimes known as "anti-tromboning," also works in the context of integration with the Cisco Call Manager IP-PBX.
In keeping with the needs of its global customer base, CosmoCom boosts its strong multi-language functionality, which already includes support for double-byte languages, by improving support of right-to-left languages, such as Hebrew and Arabic.
CosmoCom has certified version 4.4 for deployment based on Microsoft Windows Server 2003 and Advanced Server 2003 components. Support continues for Windows Server 2000 and Advanced Server 2000.
About CosmoCom
CosmoCom is the first-to-market provider of all-IP, universal access contact center technology. Its flagship product, CosmoCall Universe, is a unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools. It is a high capacity, high availability, multi-tenant platform that supports multi-channel contacts including telephone, email, voice mail, and web chat/voice/video/collaboration. Network service providers use CosmoCall Universe to offer hosted Contact Center On-Demand(TM) services to their clients. CosmoCom also provides premise-based systems for enterprises both directly and through a network of VARs and system integrators, and best-of-breed technology used by OEMs in their own complete contact center and customer relationship management solutions. CosmoCom customers include BT, Cable & Wireless, Deutsche Telekom, ePLDT, France Telecom, KT, NTT, Japan Telecom and Eagle IP. 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.
Contacts
PR:
Chris McManus, 718-832-9154
917-324-0808 (mobile)
cmcmanus@cosmocom.com
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