CRM News: Call Centers: CosmoCom Updates Universe Contact Center App

CosmoCom Updates Universe Contact Center App

By Erika Morphy
CRM Buyer
09/12/06 7:15 AM PT

A proprietary NAT Traversal capability has been introduced in V4.6 that CosmoCom said is more secure and universal than earlier approaches. NAT Traversal addresses connection issues in networks that use network address translation. This addition to V4.6 is aimed at contact centers that rely on a distributed agent force, said Steve Kowarsky, CosmoCom executive vice president.

Considering CRM solutions?
You first need to understand CRM best practices. Before committing to a CRM purchase and implementation, it's good to know the experience of those who have already "been there, done that." It can save time and prevent costly missteps. Download Free Research.

CosmoCom has introduced Version 4.6 of its Universe contact center software platform. New enhancements include improved reporting functionality, IP Centrex integration, and new networking functionality -- namely, the introduction of a new, proprietary NAT (network address translation) Traversal capability.

Also, this version continues to take advantage of the application's switchover from Crystal Reports to the Microsoft (Nasdaq: MSFT) Reporting Services platform earlier this year, Steve Kowarsky, executive vice president, told CRM Buyer. The new platform enhances both the speed and content of the reports, he said.

Two Groups

Universe contact center software users tend to fall into two groups, according to Kowarsky. One core user base consists of telcos that provide hosted call center offerings using CosmoCom's product as a platform. The other group is made up of large enterprises that run in-house contact center operations on the Universe platform.

The primary enhancement to the reporting functionality is a permission scheme that adapts each report to the access privileges of the person who is viewing it. Integration with IP Centrex phones provides users with greater flexibility in their call management.

"For example, when there is a need to refuse an incoming call, the agent can just hit the 'Do Not Disturb' button on the IP Centrex phone, and our system will pick that up and make the agent unavailable, as if it had been done on our Agent client," said Ari Sonesh, CosmoCom's chairman and CEO.

New Networking Options

A proprietary NAT Traversal capability has been introduced in V4.6 that CosmoCom said is more secure and universal than earlier approaches. NAT Traversal addresses connection issues in networks that use NAT. NAT involves changing the source or destination addresses of IP packets as they pass through a router or firewall, usually to allow multiple hosts access to the Internet using a single public IP address.

Kowarsky said this addition to V4.6 is aimed at contact centers that rely on a distributed agent force. "Its purpose is to make call center agents completely location independent," he said.

CosmoCom is including some of the features of its new release in Service Pack 5 (SP5) for V4.5, as well as in the general rollout of the product. SP5 will include V4.5's IP Centrex integration enhancements and NAT Traversal capability.

Next Article in Call Centers

Mergers Reshaping Telecom Equipment Market
September 12, 2006

In the face of a string of mergers and partnerships such as the Alcatel-Lucent marriage approved by shareholders last week, the telecom equipment market has only just begun to reshape itself, industry watchers say. "Additional consolidation is not just possible -- it is quite likely," said Bob Hafner, a Gartner analyst.

More by Erika Morphy

Windows 7 Flies Off the Shelves
November 06, 2009

Early sales figures on Windows 7 boxed software suggest a high level of consumer enthusiasm for the OS. Unit sales were a whopping 234 percent higher than Vista's out of the gate. The revenue haul was not as impressive, as Microsoft offered sharp discounts to spur presales. Also, sales of PCs with Windows 7 preinstalled have been lackluster -- but October is historically a weak month for PC sales.

Southwest Doesn't Fool Around
November 06, 2009

Either Southwest Airlines had better deals for my favorite route than its competitors or its superior Web site tools made it easier for me to ferret them out. Either way, kudos to Southwest. In the not-so-hot department were the airline's long list of what passengers weren't allowed to do and its very short list of what Southwest was obliged to do for them. Left me feeling a little chilly.

Commerce Search Puts Google Inside Retailers' Catalogs
November 05, 2009

Google has launched a new cloud-based search tool targeting enterprise-level e-commerce operations, just in time for the 2009 holiday selling season. Commerce Search provides a set of features designed to improve the relevance of results for consumers searching a retailer's own product catalog, while boosting cross-selling opportunities.

[Search More...]