CosmoCom's new call center Universe

CosmoCom has announced Version 6 of CosmoCall Universe (CCU). The new release includes a whole bunch of enhancements and additions, plus optional capabilities available through new licenses.

Enhancements include new user types above and beyond the traditional Agent license designed for dedicated call center seats. A low-cost ReadyRep license is designed for "expert" users who have responsibilities that are traditionally outside the contact center, but who add great value to the customer service process. A Business User license provides a basic extension without automatic routing attached.

Contact center mobility gets a boost with new smartphone technology, CosmoGo, to support mobile workers. Real time reporting and analytics additions include a customizable Dashboard interface with tabs and interactive, customizable gadgets and an optional online analytical processing (OLAP) database with standard and customizable reports.

Virtual outbound calling is now available, enabling agents to be anywhere while assigning unlimited resources to any dialing campaign. Multiple lists in different formats can be combined into a single campaign under the Linked campaigns feature.

A new multimedia recording component, including screen recording for capturing an entire user's desktop during contact sessions of all channels, including phone, email, and chat, provides a complete record of what is said and done during a call. Recordings are captured in WVM format.

To top it all off, CosmoCom has rolled out a dedicated hardware product, the CosmoPhone - an IP phone set dedicated to its software.

For more:
- CosmoCom announces v6 Universe. Release [1].