CosmoCom Develops Cloud-Based Call Center On Demand Software

By Juliana Kenny, TMCnet Web Editor

As the first company to introduce an IP-based contact center solution in1996, CosmoCom (News - Alert) has been a leader in the hosted contact center on demand industry for many years. I had the opportunity to sit down with Steven Kaish, VP, Product Management and CIO for CosmoCom recently, and he relayed how the company has been able to stay on top of the contact center game.

Kaish said that CosmoCom, “took the strategy to go global very early on. Now we have offices in all major economies in Europe, India, Japan, Hong Kong, and Singapore.”

He noted that CosmoCom’s software’s flexibility is what brings customers to the company’s doorstep. The technology, Consolidation 2.0 is being taken to the enterprise market with its highly scalable platform and cloud-based system. Kaish said that agents can now be anywhere and work from the same material as their colleagues.

As a company that focuses on the more “high end of the market,” CosmoCom’s software’s feature set “has more rich tools, performance analytics, and customizable dashboard capability,” Kaish remarked, adding, “We are now known for our pedigree of providing a highly scalable model with flexibility.”

Offering ease of customization, ease of flexibility, and ease of integration, CosmoCom offers 3G mobility extension which means that, as the contact center manager, you can obtain call monitoring capabilities on the go. The software lives entirely in the cloud so it’s virtual from the start.

Kaish described many interesting and new ways in which IVR is being used, specifically with CosmoCom’s work in the healthcare industry. With pacemakers that can be monitored through a cloud-based system as well as equipping healthcare providers with video systems, the company’s software allows patients to be monitored from home.

With new ventures with telcos in Israel, Russia, and ex-Soviet states, CosmoCom is sure to be a name the industry will hear of more often.

(source: http://www.tmcnet.com/channels/call-center-on-demand/articles/95850-cosmocom-develops-cloud-based-call-center-demand-software.htm)