 | Cloud-Based Multi-Channel Contact Center |
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Enghouse Interactive’s CosmoCom solutions empower enterprises and service providers to build private and public cloud contact center solutions that free customers from the boundaries imposed by traditional industry products. The unified, all-IP contact center suite, CosmoCall Universe™ (CCU), provides businesses with the agility to quickly, easily and economically fulfill the most complex customer interaction management requirements of today - and tomorrow. CosmoCom enhances the customer experience with a lower Total Cost of Ownership and a more favorable Return on Investment than any comparable system – making companies more reachable and responsive while improving the customer experience and reducing costs. CosmoCall Universe unites all customer contact locations, functions, and personnel – including outsourcers and home agents – on a single unified, multi-channel customer communications platform that is Virtual by Design™. Organizations can obtain the full solution benefits by deploying CosmoCom's unified contact center technology in-house, or via a service provider offering hosted contact center services. |
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The CosmoCall Universe virtual contact center platform includes:
Multi-Channel IP ACD with Universal Queuing (UQ) - The Heart of CosmoCall Universe
CosmoCall Universe's all-IP Automatic Call Distributor (ACD) provides advanced queuing and routing for all contact types (voice, video, email, web calls and more). All of these contact types are seamlessly blended into a single queuing and routing intelligence (the “UQ”), and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven and skills-based routing plans.
Self-Service via Interactive Voice and Video Response (IVR, IVVR) - CosmoDesigner
As a unified part of the call center, one simple GUI service creation tool designs the IVR and IVVR self-service, applies the routing parameters, and submits the call to the ACD. The same graphical service creation environment also provides rich database lookup and speech application capabilities. Standalone IVR and IVVR applications are also supported.
CTI
CosmoCall Universe supports a wide range of capabilities for integration with the application environment. Agent desktop integration can be achieved quickly and inexpensively, often in hours rather than days, or in days rather than weeks or months. This works especially well in the hosted environment, where different tenants have different applications with which to integrate, and in environments in which each agent may require multiple integrations and multiple screen-pops. The platform also supports more traditional back-end (third party call control) integrations using XML-based CTI.
Outbound Dialing - CosmoDialer
CosmoCall Universe includes a state-of-the-art outbound dialer with an array of campaign management tools and call blending capabilities. Dialing modes include preview, progressive, predictive, and IVR. Advanced algorithms based on real-time massive simulation are used to dynamically control the pacing, enabling compliance with abandoned call regulations without sacrificing agent productivity. Virtual Outbound Dialing means outbound agents can be anywhere and linked campaigns enables organizations to utilize agent resources most efficiently.
Real-time and Historical Reporting - CosmoDashboard
CosmoCall Universe provides real time contact center reporting of all activities via the highly customizable, widget-based CosmoDashboard. Supervisors and administrators can create, view and securely share reports anywhere via a browser. The HTML-based wallboard is easily customized and requires no proprietary hardware. The platform also stores data on all call-related and agent-related events for historical reports. Many standard reports are included. The open database schema enables customers to create custom reports using standard report generation tools.
Recording and Quality Monitoring - CosmoCorder
CosmoCall Universe provides multimedia recording, including screen recording, enabling users to store and access all caller/agent interactions in all channels and all media. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and so forth. In addition, all calls can be recorded to meet legal compliance or other requirements. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for reviewers.
Carrier-Grade Hosting and Multi-Tenancy
For the cloud-based, hosted configurations of service providers and of distributed, multi-application enterprises, the platform features strong multi-tenancy capabilities with individual tenant self-administration. With its high capacity and high availability architecture, CosmoCall Universe is the carrier-grade contact center platform, as required by all service providers, and as increasingly demanded by enterprise customers.
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