cosmocom

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CosmoCom-Evolutionary Contact Center Solution

Unified Communications is the cutting edge application at this point of Packet Telephony’s evolution. IP has made all aspects of Communications (Voice, Video, Messaging etc) to be unified. CosmoCom extended the Unified Communications concept to Contact Center solution by its evolutionary concepts of Unified Customer Communications and Consolidation 2.0

CosmoCom pioneered all-IP Contact Center Solution in the early days of Internet explosion. Since the platform is completely IP-based, the calls hitting this platform can permeate to all the mediums of Unified Communication seamlessly. CosmoCom brought in the ability of Geographical Routing of the call by using VOIP exclusively as the internal communication mechanism. The integration with the IP network is seamless because of its all-IP architecture.

CosmoCom also pioneered the concept of CCOD (Contact Center on Demand), which is a great solution for Service Providers and a great a choice for customers. It offers the Enterprises (SMEs) a wide choice of Hosted Contact Center solutions. They can implement a call center very rapidly and have their choice of Agent communication media (voice, email or chat), and work with any CRM. They can scale their requirements as they grow. In fact they can also grow geographically, since this Service Providers have Clearing House solutions for VOIP traffic exchange between each others’ networks and out into an external network.

Voice over Net 2.0 is all about applications and Contact Center is almost becoming a critical application in this space. As CosmoCom is a pioneer of Contact Center solutions , it is a Forerunner in VON20

Interview with Stephen R. Kowarsky, Founder, EVP, CosmoCom, Inc.

VN: Congratulations for taking the Contact Center Solutions to the next stage.

Steve:Thank you for your insight, and for your recognition of our efforts.

VN: Is BPO the single most import factor driving the evolution of Contact Center Technology?

Steve: BPO is just one of driving factors. It is part of a larger trend toward consolidation. We believe the major contact center technology evolution is in the direction of what we call “Consolidation 2.0.” Our vision of Consolidation of contact centers encompasses the core functions of ACD, IVR, CTI, and Recording, the channels of telephone, email, and web, all the various locations including multiple site, captive & outsource, onshore & offshore, office & home, and even multiple applications such as sales, customer support, and human resources. The economic and quality benefits of any one of these consolidations can be extremely attractive. The benefits of having all four of them on a single platform are irresistible.

I also want to point out that while CosmoCom is the global leader in providing hosted platforms to major service providers, we also have many enterprise customers who use our technology in the traditional premise-based model. Our message is that Consolidation 2.0 is “provider-neutral.” You can achieve it working with one of our global service providers, or you can achieve it using the premises model and, in effect, becoming your own service provider.

VN: How essential are Unified Contact Center Solutions in today’s globalization?

Steve: Unified Contact Center Solutions are certainly desirable in the light of globalization, for many obvious reasons. What makes anything “essential” in business is keeping up with competition. As companies realize the cost and quality benefits of unified platforms like CosmoCom’s, we will reach the point where such platforms can truly be called “essential.”

VN: Can you describe some trends for Customization of Contact Center developments? Will it be more on the customization front or is it more on platform richness?

Steve:There is no contradiction between customization and platform richness. One of the qualities that makes a platform feature-rich is providing powerful customization tools. Every contact center has different needs, and the flexibility to shape the behavior of the system to those specific needs is extremely important. I’ll give you one example. As enterprises consolidate multiple sites onto one platform, the need for flexible reporting and administrative permission controls increases exponentially. Each site in a unified global call center has a management structure that requires information about its own operation. Some management positions require completely different views of the information across multiple sites, such as all business customers vs. consumer customers. We’ve developed a complex permission control feature that can be totally customized to the organizational and management needs of an enterprise. This is just one example, but I hope it illustrates the point about customization.

VN: Can your Hosted Contact Center solutions be easily integrated with Hosted CRM solutions?

Steve:Without powerful integration tools and numerous integration options, a Hosted Contact Center would be Our platform has an innovative approach to CRM integration which typically reduces integration time from months to weeks or even days. In our platform, any agent can easily integrate with any number of CRM and other line-of-business applications, both hosted and premise-based.

VN: Can the BLECs and small time DataLECS also offer your CCOD solutions? Or is it too expensive for them?

Steve:No company can be everything to everyone. We specialize on meeting the needs of the top-tier service providers and of the largest enterprises with the most complex contact center requirements. However, we do have a number of smaller service providers and also smaller enterprise customers. We try to be flexible and find the win-win business model for the widest possible spectrum of potential customers. Our technology not only scales up to tens of thousands of agents in large multi-server environments, but also scales down to 75 agents or less on a single server.

VN: What is your message to VON20?

Steve: VON20 absolutely gets it right when they say that it’s all about the applications. We appreciate your interest in what CosmoCom is doing in the contact center space, and encourage you to keep in touch with us as our disruptive technology opens up new application possibilities in this dynamic market space.

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