CosmoCom's Version 4.6 of the CosmoCall Universe contact center software platform includes enhancements in reporting, IP Centrex integration, and NAT traversal, which the company says lead to better call center management metrics, seamless interoperability with other hosted services, and automatic configuration for today's complex network topologies.
The latest update debuts a report permission scheme that tailors each report to the access privileges of the person who requests it. CosmoCom says the feature matches both real time and historical report information to almost any conceivable organizational structure, no matter how complex, hierarchical, or overlapping (matrix structure). Building on the Microsoft Reporting Services (MSRS) platform introduced earlier this year, the company says it has also continued to improve reporting speed, enhance the contents of existing reports, create new standard reports, and improve the graphic and charting presentations in the reporting package.
"Contact centers live by their reports," said CosmoCom CEO Ari Sonesh. "Content improvements are always welcome, and speed improvements are perhaps even more welcome. Our customers were delighted with our recent steps in this area, and in 4.6 we continue to invest in reporting that is second to none in the industry."
V4.6 also includes enhancements to the platform's integration with IP Centrex. "Customers using IP Centrex phones in the call center want seamless interoperability, and as specialists in the hosted contact center, that's what we are providing," Sonesh said. "For example, when there is a need to refuse an incoming call, the agent can just hit the "Do Not Disturb" button on the IP Centrex phone, and our system will pick that up and make the agent unavailable as if it had been done on our Agent client."
