COSMOCOM AND RIVERSTAR ANNOUNCE PARTNERSHIP TO
INCREASE CALL CENTER EFFICIENCY AND ACCURACY

 Contact Center Technologies Linked in Unified Web Client for
On-Demand or On-Premises Implementation

On May 19, CosmoCom and RiverStar Software announced an alliance based on the integration of their complementary technologies - CosmoCom's ACD/IVR/CTI platform and RiverStar's call flow scripting/Web self-service solution. Unveiled at CosmoCom's global user conference CosmoCommunity 2006, where RiverStar is a sponsor, the alliance will advance the market penetration of both companies in the call center space.

CosmoCom provides an all-IP, universal access contact center system. RiverStar Software has used its foundation integration capabilities and CosmoCom's "Thin Client Web Services" to create a seamless, Web-based, integrated solution that provides a unified agent interface. The combined was demonstrated at CosmoCommunity 2006 and will be available as a premises-based product or an integrated hosted offering through selected CosmoCom Service Provider partners.

Read the release at http://www.cosmocom.com/pressreleases/PressReleases2006/pr05192006.htm 

COSMOCOM, NEOCASE PARTNER TO CREATE
COMPLETE VIRTUAL CUSTOMER SERVICE SOLUTION

 Customers Get Pre-Integrated, On-Demand, Distributed Customer Service Contact Center 

On May 16, at CosmoCommunity 2006, CosmoCom and gold sponsor, Neocase Software announced a global partnership to create the first complete virtual customer service center platform. Neocase and CosmoCom have integrated CosmoCall Universe™, a comprehensive contact center platform, and Neocase 10, Neocase's flagship collaborative customer service application, providing mid-market customers with an out-of-the-box, completely web-based customer service center. The solution will be available through Neocase On-Demand, and through other service provider and channel partners of the two companies.

The integrated offering brings together CosmoCom's leadership in next generation contact centers with Neocase's collaborative approach and expertise in customer service software.

CosmoCall Universe™ covers the communication side of the platform with its unified contact center suite that includes ACD, IVR, IVVR, CTI, multimedia recording, and administrative tools. It is a high capacity, high availability, multi-tenant platform that supports multi-channel contacts via telephone, videophone, live internet, and e-mail channels, supporting all media including text, IM, voice, video, and real-time collaboration. Neocase covers the application side, taking 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. As a whole, this is the first 100 percent web solution focused on the Customer Service and Call Center market that does not need any upfront investment for the end-customer.

Read the release at http://www.cosmocom.com/pressreleases/PressReleases2006/pr05162006.htm

A VIEW FROM THE CORNER OFFICE

CosmoCommunity 2006 Afterword

Dear Friends and Colleagues,

For many months I've been writing to you about CosmoCommunity 2006, our very first user/partner conference. This milestone is now behind us. Our customers and partners gathered on Long Island for three days filled with presentations, networking activities, and fun. I am delighted to say that the event actually exceeded even my very high expectations. Attendees and sponsors agreed that CosmoCommunity 2006 was a first class event and a resounding success. The word will spread about the quality and value of the event, and we expect to see three times as many participants in CosmoCommunity 2007!

This was a productive, valuable, and memorable experience for everyone. The scope of the program and content of the presentations was impressive and very well received. The entire event, from start to finish, radiated tremendous energy and enthusiasm. Most gratifying to us has been hearing from attendees that they think the event will have a strong positive impact on their businesses. To quote one of our partners, "This really was the best partner event I have ever been involved with."

I would like to express my gratitude to the sponsors, presenters, and attendees for traveling from every continent to be part of this important milestone in CosmoCom's history. Many thanks also to the CosmoCom team for all their hard work.

As a company, we are now challenged to improve upon the many successes of our premier conference. As a Community, we all look forward to exploring and expanding our opportunities through the coming year, leading up to a rousing sequel around this time next year at CosmoCommunity 2007.

Best regards,
Ari Sonesh, CEO
 

COSMOCOM UNVEILS NEW ONLINE TECHNICAL SUPPORT SITE

CosmoCom is pleased to announce the launch of CosmoCom's new Online Technical Support web site. Formally unveiled at CosmoCommunity 2006, CosmoCom Online Technical Support replaces the SupportNet site. The new support site will greatly improve communications between CosmoCom and it's customers and partners, as well as among them.

Authorized users of the new support site will be able to:

• view and download documentation
• access a new knowledgebase with articles on how to perform various tasks, implement special applications, trouble-shoot system problems, and integrate CosmoCall Universe with various third party products that are not covered in the standard documentation
• get information about software updates from CosmoCom as well as approved Microsoft service packs and hot fixes
• access a new CosmoCom User Forum to share information about applications, experiences and forge beneficial alliances in the spirit of the "CosmoCommunity."

The current functionality is just the start. Future plans include a product planning space as well as integration with our Support Ticketing system for easy access to the status of service requests. Attendees at the CosmoCommunity session where the site was unveiled were please with the new and planned functionality as well as with other recent improvements to the customer support process, including the formation of the TAC (Technical Assistance Center) that we reported in in the April issue of CosmoChronicle. The site is just the latest proof of CosmoCom's commitment to providing the best support for our growing customer base.
 

MENTORING PROGRAM KICKS-OFF

First Meeting Held at CosmoCom HQ

Last month in this space we talked about CEO Ari Sonesh's involvement in the newly created LISTnet Mentoring Program (read last month's article). On Tuesday evening, May 23rd, the kick-off meeting to that program was held at CosmoCom headquarters, hosted by Ari, and attended by twenty-five Mentors and Entrepreneurs. Included in the group of Mentors were venture capitalists, CEOs, journalists and other high level executives from local Long Island companies. The Entrepreneurs were also a diverse group, from varied backgrounds, but all with the common goal of expanding their knowledge base and their network of resources towards the ultimate growth and success of their fledging companies.

A presentation was shown to the group, outlining the expectations for participants. Energy and Enthusiasm were among the requirements, along with a commitment for the entrepreneur to meet with his assigned mentor for at least one hour each month, during which ideas would be exchanged, questions would be addressed, and progress would be tracked.

The Mentoring Program is off and running and is an exciting and innovative opportunity for the novice entrepreneur. The shared expertise of the Mentors will surely prove invaluable, not only to these startup companies, but ultimately to the region as these companies expand and prosper and, in turn, enhance the local economy.

 BITS & PIECES: SOME VOIP FACTOIDS

VoIP to steal $100B in PSTN revenues
Over the next five years, VoIP usage should drain $100 billion from carriers' PSTN revenues, according to U.K. research house Informa Telecoms & Media. In fact, by 2010 PSTN revenues should no longer be carriers' primary source of revenue, researchers said. Informa predicts that in the developed world, carrier PSTN revenue will drop 16.7 percent by 2011. Because carriers have invested heavily in broadband, VoIP revenues should help to offset PSTN losses. However, because VoIP services tend to be priced lower than PSTN-based services, carriers may still face a net revenue loss as VoIP. Also, carriers will face fierce competition from dedicated VoIP services such as Skype and Vonage, notes report author Malik Saadi.

For more information on VoIP/PSTN usage trends read this InformationWeek article 

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Hong Kong

Joyce Fung joined CosmoCom Hong Kong as Sales Administrator/Coordinator. Joyce has extensive administrative and customer service experience, is fluent in English and Cantonese, and holds a Bachelors degree from Ryerson Polytechnic University (Toronto, Canada).

TRADESHOW NEWS: COMING ATTRACTIONS

	7th Annual Call Center Week June 12 - 16, 2006 Venetian Resort Las Vegas, NV, USA http://www.iqpc.com/cgi-bin/templates/singlecell.html?topic=233&event=9811
	ACCE (Annual Call Center Exhibition) September 11 - 13, 2006  Washington State Convention and Trade Center Seattle, WA, USA http://www.accecmp.com See CosmoCom in Booth 516
	VON Fall September 11 - 14, 2006  Boston Convention Center Boston, MA, USA http://www.von.com/ See CosmoCom in Booth 1637
	RECORDED WEBINARS
	View recordings of our Webinar events including "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

	SUBSCRIPTION INFORMATION
	Please pass this issue of CosmoChronicle on to others who might be interested. If you are not already receiving the monthly CosmoChronicle you can sign up now. This and past issue are also available in the CosmoChronicle Archives.

	SUPPORTNET UPDATES
	CosmoCom has replaced SupportNet with a new improved support site called CosmoCom Online Technical Support. See the story above.

	ECOCOSM LIAISON PROGRAM FOR CONSULTANTS
	If you are a call center industry consultant, join the CosmoCom EcoCosm Consultant Liaison Program for access to our consultant extranet, a dedicated newsletter for the consultant community and more...