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CosmoCall
Universe™ is the ideal technology choice for systems
integrators, resellers and OEMs building mission
critical contact center applications. CosmoCall Universe
supports multichannel customer interactions via
telephone and Internet, live and message-based, fixed
and wireless - in one high capacity, high availability
platform.
CosmoCom's patented technology is eminently well
suited to address the enterprise contact center market,
large and small. This is a market that CosmoCom
addresses only through system integrators, resellers and
OEMs. Many of our partners have had extraordinary
success with offerings built around the core of
CosmoCall Universe technology.
What makes CosmoCall Universe the product of choice
for our partners is its unusual combination of the
following three attributes:
- Depth and breadth of contact center features and
functions available within its completely
unified architecture.
CosmoCall Universe was designed from the ground
up as a multi-channel, universal access contact
center that includes the five key function areas
of ACD,
IVR, CTI,
predictive dialing,
and
recording.
- Rich set of documented and supported APIs to
customize the behavior and appearance of the
system, extend its capabilities, and integrate
it with other technologies.
- Active cooperation and support from CosmoCom in
relationships where an integrator, reseller or
OEM is adding value and capabilities to the
system. For example, those who are using the
platform as the basis for CIRM
or Contact-Center-in-a-Box
offerings.
Some of the key benefits of the CosmoCall Universe
platform are described below.
Unifies All Customer Contact Options in a
Single all-IP System
- Inbound Telephone Calls with Interactive Voice
Response and Live Agents
- Outbound Telephone Calls with Preview and
Predictive Dialing
- Computer Calls from the Web with Keyboard Chat,
Joint Browsing, Voice, Video, and Collaboration
- E-Mail Messages
- Voice and Fax Messages
- Wireless Messages, SMS
Customers can contact you whenever and however they
choose. Track and manage all customer interactions via
all media in one system with universal queuing.
Flexible Handling of Telephone Callers
Callers can reach the agents by making an ordinary
telephone call. Telephone callers can first be routed to
CosmoCom's feature-rich IVR system for self-service or
to gather routing instructions. The call is then routed
to the most appropriate agent, who can be anywhere on
the IP network. A PC with a headset is the only
communication appliance agents need. Call delivery to an
agent's circuit telephone or IP telephone is also
available, and telephone-only agents (without PCs) are
also supported.
Live Internet Customer Care
Attracts and encourages customers to go where you
most want them to go — to the self-service environment
of the Web — by providing in-context live assistance
available whenever they need it. Collaboration via the
IP session brings fast solutions, making agents more
productive and customers more satisfied. CosmoCall
Universe's multimedia connections enable agents and
callers to "show and tell" with agent- and
caller-led browsing, shared pointer and joint form
filling providing a personal online experience for the
customer and improving agent sales and support
effectiveness.
Remote Agents and Virtual Call Centers at No Cost
CosmoCall Universe enables agents to be located
anywhere — while still providing 100% feature
functionality, including PSTN voice — enabling
seamless call routing within global organizations.
CosmoCall Universe's tenant self-administration enables
easy management of virtual call centers — without the
overhead of a separate IT infrastructure. A PC
connection to the managed IP network is all agents,
supervisors, and administrators need.
Inherent CTI Via Computing-Standard APIs
Gather the caller's information from the IVR and
website and present it in a screen pop to the agent's
desktop using standards-based APIs. Forget about the
cumbersome, costly CTI (Computer Telephony Integration)
projects that traditional ACDs require, and use CCI
(Computer to Computer Integration) instead.If you have
experience with using CTI to coordinate IVR, ACD, and
CRM applications, you will be amazed at how much easier
it is to accomplish these advanced integrations with
CosmoCall Universe.
Scalable, High-Capacity, High-Availability
Technology
CosmoCall Universe provides high capacity,
reliability, performance, and security. Software is
licensed according to capacity. Add capacity via
additional licenses at any time. Scale up to 8,000
agents, 50,000 simultaneous calls and messages, and
500,000 call arrivals per hour — with no single point
of failure.
Advanced Multimedia Call Center Features
- Unlimited Queues and Agent Groups
- Skills-Based Routing
- Intelligent Priority Handling
- E-Mail Queuing and Routing
- Voice Message Queuing and Routing
- Interactive Voice Response
- Web Collaboration
- Remote Administration and Supervision
- Real Time and Historical Reporting
- Open Database Connectivity for Customer
Reporting and Workforce Management
- Graphical Application Development Tools
- Open APIs for CRM and Other Application
Integration
- Complete Multimedia Recording
- Advanced Predictive Dialing
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