Enabling agents to leverage knowledge workers, outside the four walls of the contact center, can increase first call resolution rates and dramatically improve customer satisfaction
Melville, NY (PRWEB) June 16, 2009
CosmoCom, the leader in Contact Center Consolidation 2.0, today announced that it has expanded its capabilities to unify the contact center and the rest of the enterprise by tightly integrating Microsoft's Office Communications Server (MS OCS) into the CosmoCom agent's desktop environment. The integration enables contact center personnel to reach out to non-contact-center experts across the enterprise, allowing for the two user communities to have rich media communications using text chat, voice, and video. This complements and expands upon CosmoCom's ReadyRep™ and Business User solutions introduced earlier this year, which also enable non-call-center personnel to be woven into the fabric of enterprise-wide Unified Customer Communications.
CosmoCall Universe™ (CCU) is a unified, IP-based, multimedia contact center platform that empowers enterprise-wide consolidation of all contact center locations and applications into one virtual platform. MS OCS is a unified communication platform which includes instant messaging, voice and video communication, as well as presence management across the enterprise. Together, these two products enable a unified environment where contact center agents and enterprise experts share presence information and communicate with each other in a manner transparent to the user. More information is available at http://www.cosmocom.com/to/OCS1.
MS OCS functionality is now seamlessly integrated into CCU's CosmoDesk, which is the primary application for CCU users to manage their communications. The user directory is now expanded to include the names and availability of CCU-only users, CCU + OCS users, and OCS-only users. CCU and OCS users can consult via instant messaging, voice, or video. OCS-only users can be assigned to CCU groups in the same manner as CCU users. When a CosmoDesk user filters the agent list by group, both CCU and OCS users will appear with current presence status. The integration also enables "shared presence", so that agent status can be managed from either CosmoCom's CosmoDesk application or the OCS Communicator, with an update in one application immediately reflected in the other.
"Enabling agents to leverage knowledge workers, outside the four walls of the contact center, can increase first call resolution rates and dramatically improve customer satisfaction," said Daniel Hong, Lead Analyst of Customer Interaction Technologies at Datamonitor. "CosmoCom's work in this emerging area and tight integrations will have strong appeal among those enterprises considering or committed to Microsoft OCS."
CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
All product and company names herein may be trademarks of their registered owners.
Media Contacts for CosmoCom:
Communication Strategy Group
# # #