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CosmoCom Delivers Enterprise-Wide Unified Customer CommunicationsMELVILLE, N.Y. --(Business Wire)-- CosmoCom announced today that its new Version 6 of CosmoCall Universe™ realizes the company's vision of enterprise-wide Unified Customer Communications. The software introduces two new user types - ReadyReps and Business Users -- in addition to the traditional CosmoCall Agent, making Unified Customer Communications achievable through a comprehensive set of user-defined business roles. Version 6 also introduces CosmoPhone™, the company's new IP telephone option that is now available for all user types. In contrast with the Agent license designed for users that are completely dedicated to the contact center, the ReadyRep license is designed for users who have responsibilities that are traditionally outside the contact center, but who add great value to the customer service process with their knowledge, skills, and empowerments. The low-cost of the ReadyRep license, makes it economically feasible to include many more people in the automatically routed, application-integrated, tracked, and managed environment of the contact center. "ReadyRep™ addresses a market need similar to that addressed by the ‘expert' licenses of many competing industry products, but its capabilities far exceed those expert offerings," explained Steven Kaish, CosmoCom's VP of Product Management. "Most expert products just overlay instant messaging to facilitate consultation by the agents. That's not ‘unified' anything. ReadyReps are completely woven into the contact center, with all the capabilities of other Agents - the automatic skills-based routing, the application integration for screen pops, and the tracking for management reporting," Kaish continued. In addition to ReadyRep, CosmoCom has also added Business User licenses in Version 6. Business Users are basic extensions. They are part of the user community of the contact center, but not part of its automatic routing feature. They can be set up with just a CosmoPhone, or with the optional computer desktop interface CosmoDesk, which is included with Agents and ReadyReps. When equipped with CosmoDesk, they too can use the application integration features of the contact center. CosmoPhone™, an IP Telephone set that complements all user types - Agents, ReadyReps, and Business Users, is CosmoCom's first hardware product. The CosmoPhone works directly with CosmoCall Universe; no additional IP telephone infrastructure is required. The CosmoDesk PC application is fully synchronized with CosmoPhone, enabling each user to adopt either interface and to switch seamlessly between them. "CosmoCall Universe still works smoothly with existing IP telephone infrastructure, both local and hosted," commented Kaish. "But all that is optional now. With these new user types, CosmoPhone, and CosmoPhone's seamless integration with CosmoDesk, CosmoCall Universe now stands on its own as a complete Unified Customer Communications product." Image available at http://www.cosmocom.com/images/corpimages/CCU6-CosmoDeskWCosmoPhone.jpg 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 http://www.cosmocom.com. |
