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Multimedia Contact Center Call Recording with CosmoCorder for Quality Management

CosmoCorder™ is a new generation recording tool available from CosmoCom, Inc. for use with CosmoCall Universe. With CosmoCorder, CosmoCall Universe users capture, store, and access all caller-CSR interactions regardless of the call type—telephone, web chat, VoIP, e-mail, or voice messages and responses (and now screen recording in CCU6)—making CosmoCorder a true multimedia recorder in a market still dominated by single media legacy equipment.

With CosmoCorder, CosmoCom continues its tradition of technology and market leadership established with CosmoCall Universe. With an all-IP architecture, CosmoCorder elegantly and simply delivers leading-edge recording capabilities—capabilities that are often complex and even awkward in legacy systems. Moreover, CosmoCorder's open-standards technology brings customization capabilities not possible with earlier recording technology generations. CosmoCall Universe is an all-IP carrier-class system for service providers and large scale end users supporting multimedia customer interactions via all channels in one high-capacity, high availability, multi-tenant platform. CosmoCall Universe can be deployed as a premise-based call center or in the network by service providers offering hosted call center services.

Benefits to Call Center Users

Use recordings as an agent training tool.
Log all calls regardless of agent location.
Avoid costly, time-consuming integration by leveraging new generation technology.
Improve customer service with information from recorded customer transactions.
Retain unlimited caller sessions on standard storage devices.
Access new leading-edge logging features, rapidly developed in an all-software product.

Benefits to Service Providers

Enhance your service offering with a leading-edge recording tool.
Gain competitive advantage by offering innovative, integrated recording of telephone, chat, VoIP, e-mail, and voice messages.
Offer your customers secure access through a browser-based interface.
Readily customize for service provider customers with CosmoCorder's open-standards architecture.

Record all types of calls

Captures all agent calls, from any channel—e-mail and voice messages, chat, telephone, screen and Internet voice—providing a complete record of all CSR-caller interactions.
Compresses audio calls in real time, reducing the size of stored wave files by over 700 percent.
Stores all sessions automatically in a centrally located database.

Store all call transactions

Uses SQL database for easy search and retrieval of
call recordings.
Stores unlimited number of calls of any duration; storage is limited only by physical disk space.
Archives data permanently via any standard back-up medium – e.g. removable hard drive, ZIP drive, or optical drive.
Stores full transcripts of chat calls, including URLs of pushed web pages.
Stores complete thread of email interactions, including agent responses and forwarded mail.

Access all call sessions

Access sessions from anywhere with CosmoCorder's browser-based interface.
Search and select transactions to review based on agent name, call type or date range.
Review chats and e-mails with robust text-based tools that include chat transcript and e-mail thread management.
Review audio sessions with embedded media player—no software or hardware required.