CosmoCall Universe Version 4.5 Adds New Customer Interaction Tools
MELVILLE, N.Y. - CosmoCom released CosmoCall Universe Version 4.5,which allows contact centers to integrate with database applications and with major speech application platforms, conduct outbound dialer campaigns, support the use of standalone IP telephones, and track customer interaction history.
"CosmoCom's new releases always hold pleasant surprises for us," noted Kent Charugundla, CEO of EagleACD, a Contact Center On-Demand service provider that uses the CosmoCall Universe platform. "We often see improvements we hadn't yet thought about. As we beta tested CosmoCom Universe 4.5, the new outbound dialing features were especially interesting, because they have already enabled us to expand services to current customers and to appeal to new kinds of potential customers," Charugundla continued. "I am sure that we will find similar value in many of these other new capabilities."
CosmoCall Universe Version 4.5 adds to the CosmoCall Universe (CCU) product with an Enhanced Web Agent, new Web Services API, integration with major speech application platforms, dialer enhancements, PBX extension capabilities to CCU's call center features, and an all-media interaction history option.
The Enhanced Web Agent now includes several new features not available in the desktop agent, such as multiple line appearances and an improved supervisor interface enabling easier and more flexible monitoring of calls. The Enhanced Web Agent is browser-based, yet isolated from browser hangs or crashes due to other Web sites.
CosmoDesigner, CosmoCom's GUI application development tool, now has a built in Web Services API, enabling any information available as a Web Service to be incorporated into the self-service and call routing logic. This extends the capabilities of the platform for self-service access to information and transactions, and for data-driven call routing.
CosmoCom developed a Session Initiation Protocol (SIP) extension method for integrating speech application platforms from technology partners Nuance and VoxPilot into the CosmoCall Universe and CosmoDesigner environment. The method is compatible to be implemented for any similar platform that supports SIP, providing connectivity for the application developer and call flow for the caller.
CosmoCall Universe now supports standalone IP telephones used as permanent PBX extensions within the CCU IP telephone infrastructure. No PC client software is required and the phones work by picking up the handset or pressing the speakerphone button to dial or to answer an incoming call.
This version also introduces a new module, CosmoTracker, which is an interaction history tracking option. With CosmoTracker, inbound and outbound calls, Internet sessions, and email messages create interaction history records organized by account, case, and contact.