CosmoCom, Neocase Partner To Create Complete Virtual Customer Service Solution

CosmoCom™, the leading provider of next generation, IP-based contact center technology, and Neocase Software, the collaborative customer operations specialists, today 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.

“Working with CosmoCom’s existing service providers, Neocase will be able to deliver a powerful offering that combines CosmoCom’s next-generation contact center capabilities with Neocase’s proven leadership in customer service,” stated Herve Pluche, Neocase CEO. “Because of the openness of the CosmoCom platform and the integration work we have done, customers will realize immediate value by being able to immediately deploy a full-featured, distributed call center and customer service solution, without the time and cost of integration that these platforms usually require.”

“We’re very pleased that the CosmoCom Universe platform will be part of this best-in-class, on-demand customer service solution,” stated Ari Sonesh, CosmoCom CEO. “Neocase’s collaborative approach to customer service is an innovation that beautifully complements CosmoCom’s ability to deliver all-IP virtual contact centers for distributed organizations.”

Neocase, a gold sponsor at CosmoCom’s global user conference, CosmoCommunity 2006, will be demonstrating the integration of the new products at the conference this week. The product is expected to be available by the end of June. Neocase and CosmoCom will market the solution directly through Neocase On-Demand, and through a global network of partners and service providers.