Iverify announced today the deployment of an exciting, new generation call-center technology throughout its state-of-the-art Video Monitoring Center. Using CosmoCall Universe from CosmoCom™, the global leader in Contact Center Consolidation 2.0, Iverify strengthens its technology infrastructure with an IP-based software that will fully integrate live multimedia communication via the Internet into a network-based application. The significant technology investment broadens the number of ways customers can contact Iverify’s Video Monitoring Center for assistance, including telephone, email, voicemail, fax, web chat, and web-based audio and video.
Iverify’s monitoring center, called The “I”, houses a team of specially-trained Protection Specialists who respond around the clock to issues ranging from operational audits to emergencies requiring immediate intervention, including reaching out to law enforcement for instant response. Iverify’s partnership with CosmoCom strengthens the Protection Team’s ability to manage the complex multi-channel communication methods used in today’s marketplace – faster and easier.
“We selected the CosmoCall platform because of CosmoCom’s unique experience with moving many different types of media signals though a call center,” said Mike May, President and Chief Executive Officer of Iverify. “Their extensive experience with different signals, especially video, enables us to address events coming into The “I” via everything from phone calls and email to motion detectors and DVRs.”
The system will also help ensure that high priority events, such as armed robbery, are immediately routed to the right Protection Specialist by automatically distributing electronic communication events as they come in. Using intelligent routing, the system is able to appropriately queue and route calls based on a number of customizable factors, including priority level, availability, industry knowledge and skill set, to rapidly connect Protection Specialists with customers wherever and whenever they are needed.
“Organizing our in-bound communications using this intelligent platform is the most effective way to quickly get every event to the right Protection Specialist at the right time, allowing us to respond to a customer’s issue with the care they need, when they need it,” added May. “With this investment in additional technology, we improve our overall customer service, increase our ability to intervene in security situations in real-time and further protect people where they live, work and play.”
About Iverify
Iverify is an innovative security and customer care company that lives and breathes the protection of people so that they have safe places to shop and work. From its state-of-the-art video monitoring center, called The “I”, Iverify uses breakthrough surveillance technologies that put virtual eyes, ears and voice commands in every corner of a business. Specially-trained Protection Specialists actively monitor local, regional and national locations to reduce loss from internal theft, shoplifting and robbery, creating more secure environments, happier, more productive employees, and a stronger, more profitable businesses.
About CosmoCom
CosmoCom™, The Contact Center On-Demand™ specialist, empowers organizations to achieve higher levels of customer service while reducing costs, by supporting their enterprise-wide contact center needs from one all-IP, virtual contact center platform, self-hosted or hosted by a network service provider. Its flagship product, CosmoCall Universe™, is a multi-tenant hosting platform that unifies all communication channels, including telephone, videophone, email, voice mail and Web chat/voice/video/collaboration.