Melville, N.Y. -- CosmoCom, the leading provider of IP-based contact center infrastructure to service providers, has formed an alliance with ISC, a contact center consulting and software development company.
The alliance combines CosmoCall Universe, CosmoCom's leading all-IP contact center platform, with ISC's IP based Workforce Management system, Irene. "This strategic alliance provides CosmoCom? customers with the ability to quickly and reliably schedule their agents for maximum efficiency," explained Steve Kowarsky, executive vice president at CosmoCom. "We are excited to partner with a company such as ISC, whose product complements CosmoCom's call center solution for the Telco, Finance and Solution Provider market so well."
ISC? Next Generation Workforce Management suite of products leverages very sophisticated forecasting and scheduling algorithms with a friendly browser based interface. "Irene" was designed with all the features required in today's sophisticated call center environment plus unparalleled scalability, performance and reliability.
CosmoCall Universe is a new generation call center technology that connects businesses and their customers worldwide in multimedia, multi-channel call centers that include telephone, voice and video over the Internet, keyboard chat, IVR, e-mail, voice mail, and fax. CosmoCom's totally IP-based call center software allows customer service representatives to be located anywhere, and supports high capacity and high availability for the mission critical applications of service providers and large-scale businesses.
"The Call Center market is rapidly shifting towards IP solutions and it is fast becoming a very viable alternative to the 'Old Generation' of solutions," explained Nancy Miller, VP Consulting Services. "This will enable our joint customers to provide the highest level of service by offering full multi-channel capability. With Irene they can rely on the right number of agents at the right time and place globally to ensure that proper service levels are always met."
ISC is a leading provider of contact center Workforce Management software and consulting services. The New York City-based company was founded in 1973 to provide training and consulting services that optimize call center performance.
ISC's "Irene" is a pure IP, field proven, Workforce Management system for contact centers, which uses new advanced algorithms to enable center managers to accurately forecast customer contacts and optimally schedule agents, thereby achieving superior service levels and reduced payroll costs. Irene is available in two modes: Irene Online is an easy-to-use ASP service available over the Internet. Irene Enterprise is an on-premise solution that provides ISC customers with complete control. Irene is scalable from small 15-seat centers up to carrier class multi-site, multi-skill operations with many thousands of agents. For more information email sales@isc.com or call 212 477 8800.
CosmoCom is the leading provider of all-IP, universal access contact center platforms. CosmoCom's flagship product, CosmoCall Universe is a carrier-class system enabling service providers to offer, on a hosted basis, mission critical contact center applications to their clients. CosmoCall Universe supports multichannel customer interactions via telephone and internet, live and message-based, fixed and wireless in one high capacity, high availability, multi-tenant platform. Headquartered in Melville, New York, with offices and distribution partners throughout the world, CosmoCom has received an array of industry awards. Market analysts Frost and Sullivan recently reported that CosmoCom's large and growing installed base represents a 50% share of the US IP-ACD market. For more information about CosmoCom, please visit www.cosmocom.com.