[April 9, 2002]

CosmoCom Launches Next Generation Intelligent Network Offering

CosmoCom, Inc. announced its Next Generation Intelligent Network (NGIN) offering, bringing a variety of intelligent routing features to IP-based next generation networks (NGNs). The offering enables network operators to use their IP voice networks to offer their customers' high-value network routing services that optimize contact center efficiency.

Traditionally available through circuit-based telephone networks, intelligent routing enhances call centers by automatically directing customer calls to the most appropriate call center or directly to the best available service agent based on incoming call characteristics. CosmoCom is enabling intelligent routing over an IP packet-based network, helping NGN operators to attract high-value contact center customers.

With the NGIN solution, network operators can statically or dynamically route calls among different locations within their customers' multi-site call center environment. This offering is available to contact centers connected directly to the carrier's Next Generation Network via IP or via access gateways, or indirectly via the legacy telephone network. The NGIN offering can be deployed on the same infrastructure as CosmoCom's award-winning Network-Based Call Center offering, enabling network operators to leverage a single platform for multiple service offerings.

The Intelligent Network evolved on circuit-switched telephone networks with routing features that help reduce customer wait time and improve overall efficiency. Intelligent routing enables calls to be automatically directed to the appropriate location across a multi-site contact center environment. The selection of the most appropriate location is typically based on Interactive Voice Response (IVR) input from the caller, routing rules specific to the time of day and day of the week, and in some cases based on information about agent and queue status at each eligible location. In legacy circuit-switched telephone networks, these services require a series of circuit switches, service control points (SCPs) and network-based IVR platforms.

CosmoCom's NGIN offering delivers intelligent routing features that meet and exceed the solution set provided on traditional circuit networks to a packet-based IP network. The solution is based on a standard open architecture platform and takes full advantage of the latest computing technologies, such as IP and XML. The NGIN offering provides complete end-user control of the system for simple administration with real-time updates of announcements and routing rules.

The NGIN solution offers attractive cost-saving benefits as well. Because the CosmoCom solution is IP-based, the intelligent routing features are fully enabled through software solutions and do not require circuit switch or SCP hardware. In addition to eliminating initial hardware and installation costs, CosmoCom's NGIN solution greatly reduces operational costs for an Intelligent Network by enabling the end-user to have complete control of their routing rules using the CosmoDesigner service creation environment.

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