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CosmoCom Completes Interoperability Testing With BroadSoft; Interoperability Enables Complete Hosted PBX/Contact Center Service Offering

Posted on: Tuesday, 27 June 2006, 12:00 CDT

CosmoCom, the Contact Center On-Demand specialist, today announced it had successfully completed interoperability testing between its CosmoCall Universe all-IP contact center software platform and BroadSoft's BroadWorks VoIP application server. The interoperable solution empowers service providers to offer a complete hosted communication service to their enterprise customers with a unified PBX and Contact Center.

CosmoCall Universe (CCU) enables service providers to offer a unified hosted contact center suite that includes ACD, IVR, IVVR, CTI, multimedia recording, and administrative tools, all within a single, high-capacity, high-availability, multi-tenant platform. BroadWorks enables service providers to offer hosted IP PBX services that have all the features of traditional PBX systems. Both services allow customers to benefit without incurring the capital investment and operational overhead of premise-based systems.

Service providers hosting the two platforms can now deliver all of the telecommunications needs of an organization as a unified whole. A single end user device, typically a SIP-enabled IP telephone, serves as the terminal for both PBX extensions and call center agents. Calls flow seamlessly between call center agents and other staff members. The systems share status and presence information, facilitating customer service when call center agents need to seek out subject matter experts in the larger organization. And CosmoCom's advanced IVR capabilities are available to provide automated attendant services and other applications not related to the contact center.

"We are delighted that two of our key platform providers are cooperating in this way," commented Kent Charugundla, CEO of EagleACD, a service provider that has deployed both BroadWorks and CosmoCall Universe. "We are confident that the integrated offering will appeal to our customers and ultimately help us to achieve greater success with both services."

"It makes sense that BroadSoft and CosmoCom are strengthening their partnership by investing in interoperability," commented Robin Goad, Lead Analyst at Datamonitor for Call Center and CRM. "Their products are very complementary, and service providers working with either company are now more likely to be interested in both."

"This certification is the next logical step in what has been a long and mutually rewarding cooperative relationship between our two companies," said Steve Kowarsky, CosmoCom's EVP. CosmoCom is proud to be associated with BroadSoft, a global leader in its field. We strongly believe in the benefits of Unified Customer Communications, and this integration will make these benefits available to a broad range of organizations."

"Strong partner relationships, such as BroadSoft has with CosmoCom, are vital to delivering the most advanced VoIP application solutions as quickly as possible to pioneering service providers worldwide," commented Scott Wharton, vice president of marketing for BroadSoft. "We appreciate both the technical and marketing value of this partnership, and look forward to continuing to work together to benefit our service provider customers."

About BroadSoft

BroadSoft's VoIP application software is revolutionizing the delivery of hosted telephony and multimedia services. Its flagship BroadWorks(R) technology empowers wireless and wireline carriers to deliver next-generation voice and multimedia applications and advanced features that increase revenue, enhance competitive differentiation and elevate customer satisfaction. BroadSoft's family of carrier-class software products delivers the scale, open architecture and reliability that the world's leading telecommunications companies demand to serve mission-critical enterprise and residential broadband customers. BroadSoft's leads the VoIP applications market with 6 of the top 10 and 11 of the top 25 largest carriers worldwide including BellSouth, Korea Telecom, Singtel, Telefonica de Espana, Telstra, T-Systems, Verizon and XO Communications.

About CosmoCom

CosmoCom(TM), The Contact Center On-Demand(TM) specialist, is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Its flagship product, CosmoCall Universe, enables better customer service at a lower cost, by supporting enterprise-wide virtual contact centers from one all-IP platform, self-hosted or hosted by a network service provider. This multi-tenant platform unifies all communication channels, including telephone, videophone, email, voice mail and Web chat/voice/video/collaboration, and also unifies the contact center functions of automatic call distribution (ACD), interactive voice and video response (IVVR), computer telephony integration (CTI), predictive, preview, and progressive dialing with campaign management, recording and quality monitoring, interaction history, and administration and reporting. CosmoCom customers include service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, EagleACD, and many others, as well as Fortune-class enterprises throughout the world. For more information, please visit www.cosmocom.com.

Source: Business Wire

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