CosmoCom, Inc.

CosmoCom, Inc., now an integral part of Enghouse Interactive, carved its niche in the telecommunications software market by developing and providing an all-IP, unified contact center suite. Founded in 1996 by Ari Sonesh, the company was established with the vision of leveraging the rise of IP telephony for contact center solutions. Sonesh, an electrical engineer from the Technion in Israel with a background in the Israeli Navy and at companies like Elbit Systems and Comverse Technology, foresaw the potential for cloud-based systems and built CosmoCom from the ground up to capitalize on the convergence of voice and data. The company's core offering, CosmoCall Universe™, was engineered as a comprehensive suite that integrates multichannel automatic call distribution (ACD), interactive voice and video response (IVVR), CTI, and predictive dialing into a single platform. This 'Virtual by Design' architecture allows enterprises to manage geographically dispersed agents, including home-based and outsourced personnel, as a single, cohesive unit.

CosmoCom's business model caters to two primary client types: large enterprises that deploy the technology in-house and service providers, such as major telcos, that offer hosted contact center services to their own business customers. The platform's multi-tenancy capability is a key feature, enabling the consolidation of numerous distinct contact center operations onto one system, which provides significant economies of scale. By treating all communication types—be it voice, video, email, or chat—within a universal queue governed by the same business rules, the system streamlines customer interaction management. A significant milestone in the company's history was its acquisition by Enghouse Systems Limited in April 2011 for approximately $20 million. At the time of the acquisition, CosmoCom's annual revenues were around $17.6 million. The acquisition integrated CosmoCom into Enghouse's Interaction Management Group, combining its purpose-built cloud solution with Enghouse's existing premise-based offerings to serve a broader market.

Keywords: contact center solutions, all-IP, unified communications, CosmoCall Universe, Ari Sonesh, Enghouse Interactive, cloud contact center, hosted contact center, virtual call center, multi-tenancy, automatic call distribution (ACD), interactive voice response (IVR), CTI, service providers, telcos, customer interaction management, contact center consolidation, IP telephony, voice and data convergence