CosmoCom, the global leader in Unified Customer Communications, is revolutionizing the whole range of business/customer interactions, not just in formal call centers, but for all information workers. Its technology improves customer service and increases revenue while reducing cost by supporting many independent virtual contact centers on one all-IP platform that integrates easily with other VoIP network components and with the Information Technology environment. Organizations can obtain the full benefits of this technology by deploying it themselves or by working with a network service provider that hosts it on a dedicated or shared-platform basis. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Its multi-tenant platform, CosmoCall Universe, is a Contact Center On-Demand (CCOD) system designed to unify all communication channels and all major contact center functions. CosmoCom customers include service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, VSNL, PLDT, Verizon Business, and many others, as well as Fortune-class enterprises throughout the world.

Multi-Channel ACD with Universal Queuing (UQ) CosmoCall Universe's Automatic Call Distributor (ACD) provides queuing and routing for all contact types: Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) All of these contact types are seamlessly blended into a single queuing and routing intelligence (the "UQ"), and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven routing plans.

Interactive Voice and Video Response (IVR, IVVR) The CosmoCall Universe IVVR system is an XML-based platform for self-service voice portal applications and prompt-response dialogues. With optional video, it also provides a visual dimension to self-service interaction with videophone callers. It can work as a standalone component or as a unified part of the contact center. One simple GUI service creation tool both designs IVR and IVVR call flows, and applies the parameters used by the ACD call routing rules.

Interaction History CosmoCall Universe automatically tracks all interactions in all media by account, contact, and case. This capability is fully integrated with the ACD and IVR. If Recording is enabled, the interaction history links directly to the recording of each call.

Outbound Dialing, Predictive Dialing, Campaign Management CosmoCall Universe includes a state-of-the-art outbound dialer with an array of campaign management tools and call blending capabilities. Dialing modes include preview dialing, progressive dialing, predictive dialing, and IVR dialing. Advanced algorithms based on real-time massive simulation are used to dynamically control the predictive dialing rate, allowing organizations to meet abandoned call regulations without sacrificing agent productivity.

Recording and Quality Monitoring CosmoCall Universe provides multimedia recording, enabling users to store and access all caller/agent interactions in all channels and all media. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and so forth. In addition, all calls can be recorded to meet legal compliance or other requirements. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for reviewers.

Integration Capabilities Much of the integration required in legacy call centers is unnecessary with CosmoCall Universe. The IVR, ACD, and Agent, as well as interaction history and recording, are pre-integrated and automatically synchronized, and always have the same complete call-related information available. This alone greatly reduces the time and cost of integration. CosmoCall Universe supports a wide range of capabilities for integration with the application environment. Agent desktop integration can be achieved quickly and inexpensively, often in hours rather than days, or in days rather than weeks or months. This works especially well in the hosted environment, where different tenants have different applications with which to integrate, and in environments in which each agent may require multiple integrations and multiple screen-pops. The platform also supports more traditional back-end (third party call control) integrations using XML-based CTI.

Reporting CosmoCall Universe provides real time reporting of all contact center activities. Supervisors and administrators can view the reports from any location with a browser. The HTML-based wallboard is easily customized and requires no proprietary hardware. The platform also stores data on all call-related and agent-related events for historical reports. Many standard reports are included. The database schema is open, enabling customers to create custom reports using standard report generation tools.

Agent Interface CosmoCall Universe provides contact center agents with a unified interface for managing all customer interactions, including telephone and Internet, live and message-based, inbound and outbound. Agents may also use an external IP or circuit phone, and a many functions are available to PC-less phone agents using only an IP or a circuit phone.

Supervisor Interface Supervisors are agents that also have a real time view of all contact center activities, and access to historical reports. Supervisors can also monitor agents in silent mode, available for all media types, and in whisper or barge-in mode, available for telephone and web calls.

Hosting and Multi-Tenant Features For the hosted configurations of service providers and self-hosting enterprises, the platform features strong multi-tenancy capabilities with individual tenant self-administration. The hierarchical environment supports tenants, service providers, and service provider channels, each of which has a browser-based access to its needed administration tools.