A new Universe – CosmoCom and Neocase come together

IP-based contact center technology provider CosmoCom announced a global partnership with Neocase to create what is reportedly the first complete virtual customer service center platform. The fruit of their labor is the comprehensive contact center platform CosmoCall Universe, and Neocase 10, Neocase’s flagship collaborative customer service application. The new solution, promising to provide “out-of-the-box, completely web-based customer service center” will be available through Neocase On-Demand, and through other service provider and channel partners of the two companies.

CosmoCall Universe is designed for communication work and features a unified contact center suite that includes ACD, IVR, IVVR, CTI, multimedia recording, and administrative tools. The Universe is a multi-tenant platform that supports multi-channel contacts via telephone, videophone, live internet, and e-mail while supporting all media including IM, text, video, voice, and real-time collaboration. Neocase will provide the applications, promising to “[take] customer service to a new level by giving customer service agents the power to access expertise anywhere within a company or to collaborate with external partners for tailored case resolution.”

The new product and is implementation will be demonstrated at CosmoCom’s own global user conference, CosmoCommunity 2006, this week. The product is promised for release by the end of next month. Neocase and CosmoCom will market the solution through Neocase On-Demand, partners and service providers. In terms of customer volume, CosmoCom is said to be the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Their large platform seeks to unify contact center functions, including administration; automatic call distribution; computer telephony integration; interactive voice and video response; progressive dialing with campaign management; recording and quality monitoring; and reporting. administration and reporting. Among CosmoCom customers are BT, Deutsche Telekom, Eagle ACD, France Telecom, NTT and Telefonica.