The virtual call center allows organizations to manage and use agents in multiple locations as a single entity, provides every agent with all functions and features, and enables seamless call routing and transferring across the organization. Everyone is talking about virtual call centers, but until virtualization is technologically feasible and economically affordable, few organizations will enjoy its many benefits. With its all-IP platform, CosmoCall Universe is Virtual by Design, enabling the rapid and cost-effective deployment of a virtual call center with far less complexity and cost than in other contact center environments.

The evolution to IP communication has gained tremendous momentum in recent years. CosmoCall Universe is not just an IP variation on the traditional PBX design. It was designed from the ground up as a “switchless” system, taking full advantage of the switching function that is inherent in an IP network for all communication channels. Designed in 1996 and field-proven worldwide with hundreds of systems and thousands of agent positions, it is the most mature and field proven IP call center technology in the world today.

In CosmoCall Universe, all major functions -- ACD, IVR, IVVR, CTI, administration and reporting, recording, and predictive dialing – reside on the same platform. And all contact channels – telephone, email, voice mail, and web chat/voice/video/collaboration – were implemented from the ground up on that one unified platform. Thus, no separate middleware platform is needed to mediate between ACD, IVR and Agents. All information about a call simply moves with the call automatically. A single Agent GUI serves all contact channels. And a single graphical call flow definition tool, CosmoDesigner TM, controls the IVR, CTI and ACD for all interaction channels.

All queues and routing rules are universal, and all channels are tracked and managed through one database and one set of reports. Administrative changes are implemented once and propagated immediately through the entire virtual call center. Much of the integration work that goes into legacy platforms is built in to CosmoCall Universe. Unity reduces the cost of integration, speeds implementation, streamlines operations, and reduces the cost of management and maintenance. Perhaps more important, it enhances the quality of customer care.

Because of its unity, much of the integration required in legacy call centers is unnecessary with CosmoCall Universe. IVR, ACD and Agent are automatically synchronized and always have the same complete call-related information available.

ntegration to external systems such as CRM is also greatly simplified because of this unity. External systems only need to exchange information and synchronize with one point in the system, the Agent application, while legacy CTI integrations require a separate CTI server to coordinate the actions of ACD, IVR and Agent with the external application. Integration is facilitated by CosmoCall Universe’s rich set of open, standards-based interfaces, which are easy to use and well understood by a large number of programmers. CosmoConnector, an integration enabler for pairing CosmoCall Universe with leading CRM applications, further simplifies the process. The result is that IT integration is completed more quickly and much less expensively than in the legacy environment, typically in hours or days, rather than weeks and months.

CosmoCall Universe uses standard VOIP interfaces and interoperates with all standards-based VOIP network infrastructures.

CosmoCall Universe robustly scales up to carrier-sized systems, delivering optimum performance regardless of call volume or agent population. It also economically scales down to very small enterprise sizes, supporting up to 75 agents on a single server.

Built for mission-critical contact center applications, CosmoCall Universe has field-proven carrier class reliability in multiple telecom deployments throughout the world. The system can also achieve this high standard of availability in the smaller and more affordable configurations used by enterprises.

Since it is Virtual by Design and supports a large number of agents regardless of their location, CosmoCall Universe is inherently hostable. Its system-wide support of multi-tenancy makes it the ideal vehicle for Consolidation 2.0 - consolidating the many diverse contact center needs of the enterprise on a single platform. The system is rich in service oriented features such as a tenant creation wizard that gets new tenants on the air with basic service literally in seconds. CCU has been chosen by enterprises using the Consolidation 2.0 strategy, and by more top-tier telcos for their hosted Call Center On-DemandTM services than any other system of its kind.