appello Goes Live with CosmoCall Universe in Germany - Brief Article

Information Superhighways Newsletter, Oct, 2000

CosmoCom announced that appello, a full service provider in the area of technical support, has gone live with CosmoCom's flagship product, CosmoCall Universe.

CosmoCom's e-customer communications platform, CosmoCall Universe, is the essential e-care technology. The system connects e-businesses and their customers worldwide in multimedia sessions via the Internet and the telephone and also manages e-mail and voice mail messages, all in a single unified platform.

Live on-line customer care is the next major Internet trend, and CosmoCall Universe supports it with an IP-based contact center architecture designed for high capacity, high availability operation, and global distribution.

Peter Eck. manager of channel development at CosmoCall, said, "Customers are looking for ways to differentiate their service offerings. CosmoCall Universe provides the platform for customer service centers to provide instant on-line help, including telephone, voice, and video over the Internet, keyboard chat, interactive voice response, e-mail, voice mail, and fax. Communicating live with a customer support representative, using all the communication channels offered by CosmoCall Universe, improves productivity and the quality of service provided to the customer. A company's Web site is one of the many ways a customer contacts a business, and, as such, requires the quality customer service that must apply across all the contact points and all of the media the customer uses. We hear this demand repeatedly throughout the major organizations in Germany and Central Europe."

The announcement of appello's installation coincides with CosmoCom's announcement of the opening of its new Germany office, located in Frankfurt.

"Part of our purpose in opening the office in Frankfurt is our effort to develop closer relationships with our customers, prospects, and partners." said CosmoCom chairman, president, and CEO, Ari Sonesh. "We have increased our presence in Europe during the past two years, with additional offices in France and the UK."