CosmoCall Universe™ and Salesforce.com

Add Seamless Multi-Channel Communications to 
Your Salesforce.com CRM

CosmoCom's flagship product, CosmoCall Universe, can be easily integrated with salesforce.com, enabling customers to benefit from both CosmoCall Universe's award-winning all-IP universal contact center solution and Salesforce.com's leading on demand customer relationship management (CRM) services. As hosted applications, CosmoCall Universe and Salesforce.com can be located anywhere by anyone while delivering the sophisticated functionality of a premise-based solution.

Saleforce.com CRM and CosmoCall Universe agent controls appear in single window complete with screen-pop of caller data.

A CosmoCall Universe-Salesforce.com integration features the toolbars of both in a single application window to facilitate navigation and improve agent efficiency. During an incoming contact, the customer is identified based on information such as telephone number, email address or customer ID, which is collected from the IVR. The agent will then receive a screen pop, which is automatically populated with data from the Salesforce.com database. If no record exists, the agent can create one by simply entering the appropriate information. And, since CosmoCall Universe supports multiple channels, the same process and procedures are applicable regardless of the communication method utilized.

Salesforce.com customers who integrate with CosmoCall Universe will benefit from the following features, which help maximize operational control, increase agent efficiency and enhance customer satisfaction.

Unified Contact Center Suite, Multi-Channel Support 

• ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools on a single platform
• Telephone, email, voice mail, and web chat/voice/video/collaboration
• Single queue, single system to track and manage all contacts
• Reporting and customer history includes all contacts

Easy Integration

• Built on open, standards-based advanced CCI (Computer-to-Computer Integration) technology rather than complex, expensive and often proprietary Legacy CTI (Computer-Telephony Integration) technology, making integration faster to implement and less costly to maintain. 
• CosmoConnector, an out-of-the-box integration enabler for packaging CosmoCall Universe with leading CRM applications and other knowledge base products
• Eliminates custom integration of various components, since much of the functionality is built in

Flexible Administration Capabilities

• Real time visibility into entire operation
• Create, delete and modify queues, groups, personnel, skills and more 
• Upload or download IVR scripts
• Changes propagate to all locations

Creation of a Virtual Call Center 

• Multiple locations operate as a single entity
• Unified queue, routing rules, administration, reporting

For more information about CosmoCall Universe and integration with Salesforce.com, please contact sales@cosmocom.com  or phone +1 631-940-4200.