Next week at its annual user group meeting in New Orleans, CosmoCom [1] is expected to announce its commitment to a mobility strategy, incorporating mobility into its call center solution and blurring the lines between "traditional" call centers and unified communications.

"The world is becoming mobile," said EVP Steve Kowarsky. "What we are focused on now is the next frontier… all you need is a smart phone and a Bluetooth handset to be as powerfully enabled as someone in the call center."   Adding mobility to the traditional call center enables call center agents to be located anywhere, and to reach knowledge workers throughout the enterprise to quickly and more effectively solve customer issues and interact with prospects.

Incorporating presence and mobility beyond the traditional call center into the enterprise also moves CosmoCom outside of the box and into new territory. "We have to take a broader view of what we're doing," Kowarsky said. "We already have a customer in Germany that is putting 14,000 people on the so-called call center, 2,000 formal agents and 12,000 knowledge workers.  Some people call it unified customer communications, some people call it Enterprise 2.0, some communications business process… You can look at it in two ways, as an extension of the traditional call center business or look at it like it's coming from the whole Enterprise 2.0 unified communications trend."

The new CosmoGo solution is initially supported on Windows Mobile and will be later be extended to other platforms.

For more:
- Go to CosmoCommunity [2] next week 

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Siemens adds New OpenScape Contact Center Solution to UC Server [4]
CosmoCom a Fierce 15 Winner [5] in '04