COSMOCOM ANNOUNCES LEADING CARRIER SIP TRUNKING CERTIFICATIONS

Official Certifications Expand Customer Options and Further Validates VoIP Standards Leadership

In November CosmoCom announced that it has recently been certified for direct SIP Trunking interoperability with leading carriers AT&T, Global Crossing, and XO Communications. As a pioneer in IP Telephony, CosmoCom has been deployed in dozens of carriers' Voice over IP (VoIP) networks. The native VoIP architecture of CosmoCall Universe has enabled CosmoCom's IP-based contact center solution to easily integrate with these carriers' VoIP infrastructure.

"With CosmoCall Universe and SIP Trunking, enterprises can save on VoIP equipment expenses, while simultaneously enjoying the economies of carrier-based IP telephony services," said Steve Kaish, CosmoCom's Vice President of Product Management. "By adding more carriers to our SIP interoperability list, CosmoCom's customers now have even more service providers to choose from for their telecommunications needs, with the assurance and confidence that those carriers have fully certified the joint solution."

Read the full announcement for more information. PLUS - You can also Learn more about SIP Trunking in the article below.

A NEW LOOK FOR COSMOCOM ON THE WEB

After gathering feedback about our web site from visitors, customers, partners and CosmoCom colleagues, we are pleased to announce that www.cosmocom.com has a new look.

We often received many compliments on the older site, but we wanted to create a site that:

• Highlights more of our key differentiators as a
  contact center technology leader
• Is better organized to help visitors more easily find the information that is relevant to them
• Is more visually appealing (apologies to those of you who were fans of  the CosmoCom purple from the prior theme)
• Is easier to navigate
• That loads more quickly in a wider range of browsers

There is much more to see and experience, but you'll have to see for yourself. Feedback from those who have visited the new site has been overwhelmingly positive. We're thrilled with how it has come out, and we look forward to the positive response from the marketplace as well! Hope you agree!

TELEFONICA INNOVATIVE HEALTHCARE CONTACT CENTER IN NORTHERN SPAIN 

New End User Case Study on CosmoCom Site

We are pleased to announce the addition of a new healthcare focused case study to our site. The new study is about SACYL, an organization that is responsible for Public Health Services in northwest Spain, managing 14 hospitals, 241 health centers and 3650 local clinics spread across its territory. SACYL wanted to implement a robust and scalable call scheduling service for all of their facilities with speech-enabled IVR and intelligent routing to live help.

CosmoCom service provider partner Telefónica met the challenge and developed a call center solution that allowed SACYL to provide user-friendly 24x7 appointment services using natural language IVR on-demand combined with CosmoCom-based contact center on-demand.

Read the full innovative healthcare contact center case study.

WHAT IS SIP TRUNKING AND HOW DOES IT APPLY TO CONTACT CENTERS

If you read the story above on the latest SIP Trunking certifications for CosmoCall Universe, you may be asking yourself, "What is SIP Trunking?" This article will hopefully serve as simple definition of what SIP Trunking is and how it can apply to the contact center.

Lets begin with a definition of SIP. In a nutshell, SIP stands for Session Initiation Protocol which is signaling protocol for controlling multimedia communication sessions such as voice and video calls over IP. It was developed by the ITEF (Internet Engineering Task Force) to standardize how VoIP components communicate with one another. SIP is the main standard for all Voice over IP communications - including CosmoCall Universe.

Now let's look at how a SIP trunking works. In this context, trunks refer to the communications links between an enterprise's communications system and the Public Switched Telephone Network (PSTN) -- i.e. "the telephone company". In the legacy world, these trunks are expensive circuit connections connecting to the circuit-switched PSTN. For a VoIP system like CCU to connect to a circuit-switched network, a VoIP Gateway is needed, which converts between VoIP and circuit networks. With many IP telephony systems, these VoIP gateways are deployed in the same location as the telephony system -- or even built into the system -- and the connection to the PSTN is via legacy circuit trunks.

SIP Trunking bypasses this step by enabling such platforms to use a more economical direct connection to the carrier's IP network, which contains its own VoIP gateways for communicating with the circuit world. This brings many advantages to an enterprise, the most compelling of which are cost savings, flexibility and greater control.

There are already great cost savings inherent in IP contact center technology like CosmoCall Universe. Companies who deploy CosmoCom technology on their premises with a carrier's SIP trunks can completely eliminate the hardware, maintenance and IT personnel costs associated with VoIP gateways, making the cost benefits of the IP call center even more dramatic.

VISIT COSMOCOM AT HP COMMUNICATIONS WORLD IN GERMANY

See and Learn More About CCU Integration with HP OCMP

In a couple of short weeks, executives from CosmoCom will again be joining HP and their partners and customers at HP Communications World 2009 in Europe. This year Communications World -- a part of HP Software Universe -- is being held at the Congress Center Hamburg in Hamburg Germany.

The show takes place from 16 to 18 December, and if you are planning to attend, be sure to stop by CosmoCom booth L12 to see CosmoCall Universe 6 in action and talk to our executives about the integration with HP OCMP (OpenCall Media Platform).

We're excited to join HP again this year and hope to repeat the success of last year's event in Vienna. Our participation is part of our mutual and growing commitment to the partnership announced around this time last year.

COMOCOM JAPAN STRONG SHOWING AT CALL CENTER/CRM IN TOKYO

Latest Call Center Technology and Business Continuity Planning Among Highlights

Earlier in November, from the 12th to 13th, CosmoCom Japan was an active participant in the Call Center/CRM Demo & Conference 2009 in Tokyo. The event, which was celebrating its 10th anniversary, took place at the Ikebukuro Sunshine City Convention Center with nearly 8,000 attendees who came to see and hear about the latest advances in contact center technology and practice. CosmoCom Japan delivered on both...

First, on the exhibit floor there was much interest and excitement in the CosmoCom booth, where curious visitors were treated to live demonstrations of the leading-edge CosmoCall Universe contact center platform. In addition to general overviews and question-specific deep dives, demonstrations also included solutions for BCP (business continuity planning) which was a hot topic at the event.

On a related note Yoshihiro Nomura presented a workshop to conference attendees on how IP contact center (and CCU6) can support such BCP initiatives, exploring such topics as solutions for securing continuity of communication infrastructure, employees and presence management, as well as solutions for home agents and mobile agents.

CosmoCom also presented a second educational workshop. Country Manager, Tetsuo Hotchi, helped attendees understand both the issues as well as solutions for contact center Saas (Software-as-a-Service) and Unified Communications.
 

UK OFFICE ON THE MOVE

New Location and New Contact Information

Business has been growing steadily in the UK region fueled by lots of activity from established long-term partners like BT all the way through to newer players like QCC (announced in October))). In order to better accommodate company needs, starting December 1, 2009, the CosmoCom UK and Ireland office has a new home and new contact information:

CosmoCom UK Thorncroft Manor Thorncroft Drive Leatherhead Surrey KT22 8JB United Kingdom

Tel: +44-1372 700810 Fax: +44-1372 700811

The new office is housed in an eighteenth century manor house in Leatherhead, Surrey, set amongst 15 acres of gardens, with the River Mole running through the grounds. (NOTE: we are not referring to an animal but an actual river in southern England.) The offices contain exciting new conference and meeting facilities with which we are looking forward to holding regional CosmoCom events throughout 2010 and beyond.

With new resources in place to support our business growth, CosmoCom is focused on developing new opportunities and increasing support to our partners throughout the Region.

HEALTHCARE WHITE PAPER "OFFICIALLY" AVAILABLE

Another Chance to Download the New Resource

In case you missed last month's issue of CosmoChronicle, we gave readers advanced access to our latest white paper. The new paper is now generally available for download from the CosmoCom website.

In June, CosmoCom EVP, Steve Kowarsky teamed up with Datamonitor's Christine Chang and University of Kentucky CIO, Doyle Friskney for a live webcast called "New Horizons in Telehealth" in which the trio collectively addressed the question, "Could the simple telephone could be the big health technology breakthrough of the decade?"  The on-demand version of the Telehealth Webinar is still available if you haven't seen it already.

The new white paper that picks up where the webinar left off and expands and clarifies Steve's research on the intersection of healthcare and contact centers. You can download the new healthcare contact center white paper now.
 

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom UK

Alex Joseph is the latest addition to the CosmoCom UK and Ireland sales team. He joins us as Corporate Sales Executive for the region after nearly two years at Polycom as a high-touch Major Account Manager, focusing on FTSE 100 new business. Prior to that he worked for Avaya, achieving top performer of the year in 2005 and 2006 before being promoted to Global Account Executive where he was responsible for some of Avaya's largest customers within EMEA and achieving Multinational Team Top Performer in 2007.

 BITS & PIECES: SOME VOIP FACTOIDS

U.S Contact Centers Predict Return to Growth in 2010
According to the newly released "US Contact Center Decision-Makers' Guide"  from ContactBabel, 2009 was a down year for employment in the contact center industry. However the good news is that the situation is predicted to change with respondents to the survey, upon which the report is based, expecting an average expected headcount growth rate of 5.7% over the next 12 months.

 

TRADESHOW NEWS: COMING ATTRACTIONS

	HP Communications World 2009 December 16 - 18, 2009 CCH - Congress Center Hamburg Hamburg, Germany Join CosmoCom in booth L12
	American Telehealth Association 2010 Annual Meeting and Expo May 15 -18, 2010 Henry B. Gonzalez Convention Center San Antonio, TX, USA Join CosmoCom in booth 942 to learn more about CosmoHealth
	RECORDED WEBINARS
	View On-Demand Webinars including "New Horizons in Telehealth", "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

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