COSMOCOM ENHANCES UNIFIED CUSTOMER COMMUNICATIONS PLATFORM

At the recent ACCE and Fall VON shows, CosmoCom announced the general availability of Version 4.6, its latest release of CosmoCall Universe. The release includes enhancements in the areas of reporting, IP Centrex integration, and NAT traversal, which lead to better call center management metrics, seamless interoperability with other hosted services, and automatic configuration for today's complex network topologies.

Version 4.6 introduces a new permission profile feature, which adapts the administration privileges and reporting views of each user to a set of access rights defined by the user's profile. For example, both real time and historical reports are automatically adapted to include only the subset of the contact center each user is authorized to see. Permission profile creation is extremely flexible, allowing it to reflect almost any conceivable organizational structure, no matter how complex, hierarchical, or overlapping (as in matrix structures). "Today's globally distributed virtual contact centers require the ability to slice and dice administrative access and reporting views in many different ways, all within one overall entity," explained Ari Sonesh, CosmoCom's Chairman and CEO. "Now our customers can give each supervisor and manager access to exactly the part of the organization they are responsible for, however narrow or broad. This leads to accountability, the basic principle of good management in any context."

Read more about the other features of the new release at http://www.cosmocom.com/pressreleases/PressReleases2006/pr09112006a.htm   

INVITA LAUNCHES MIDDLE EAST'S PREMIERE ON-DEMAND CONTACT CENTER

On September 25, CosmoCom announced that Bahrain-based Invita - a Business Process Outsource Company owned by BBK (Bank of Bahrain and Kuwait) - has launched its first On-Demand Multi-Channel Contact Center based on CosmoCom's flagship CosmoCall Universe platform.

CosmoCom partner, Intertec Systems, implemented the state-of-the-art technology center for Invita to offer cost-effective customer relationship and contact center services based on a hosted model. Invita clients will be able to remotely access contact center applications to service their customers over the Internet. This will significantly enhance Invita clients' customer outreach, while ensuring that businesses can provide sophisticated services at a low cost.

At a signing ceremony held at Invita's headquarters in Manama, representatives from the three companies sealed the transaction as they were joined by Invita's Board of Directors, management and members of the local and regional press.

Hisham Alrayes, GM, Invita, said, "We are very proud to announce this significant service in coordination with our partners. The platform will change the landscape of providing contact center services in the region, positioning Bahrain as a trendsetter in the area of technology. In the last quarter, lots of local and regional clients have signed up for the services and started offering this technology to their customers."

Read the full release about Invita's new CCOD offering at http://www.cosmocom.com/pressreleases/PressReleases2006/pr09252006.htm

CEO PERSPECTIVE ON OUR NEWEST SOFTWARE VERSION

The 4.6 Release

By Ari Sonesh, CEO -  From my point of view, as the CEO, the most exciting thing about the release of CosmoCall Universe (CCU) 4.6 is not the new features, but rather the ability of our development team to quickly respond to market needs. This new release was delivered in about three months with a high degree of stability. All of this was accomplished in conjunction with developing Service Pack 5 for version 4.5 and providing ongoing support. I am very proud of my team and want to take the opportunity to thank Eyal Manor and his team for a job well done. Also special thanks for the contributions from our CTO, Steve Dellutri, and our Director of Product Management, Ilya Malinovsky, who did an incredible job at the most difficult task of defining product market needs. I also want to thank Andrey Shemetov who contributed greatly to the 4.6 release permission profile feature design, implementation and unit testing.

Here is an example of what these guys put together in such a short period...

The market is evolving toward Unified Customer Communications and informal call centers (where an enterprise's physically distributed branches and business units become one unified, virtual call center). This creates a need for smaller virtual entities to selectively access and manage their own resources and information. To achieve this every component of the CCU system had to be adapted.

To further illustrate the magnitude and complexity of this great achievement, here is some more information about this ground-breaking functionality as described by Ilya Malinovsky

PERMISSION PROFILES BUSINESS AND SECURITY VALUE As CosmoCall Universe evolved, security and tenant isolation were the key points of every design. In Universe 4.6 we are making the next step - enabling selective access to information and creating virtual entities within a single tenant. Starting with this Release, it will be possible to limit a Supervisor's view of Agents (to include or exclude them), what recordings will be visible for evaluation, what objects Administrator can edit and many more. Every system component was re-designed to support these capabilities. In large Virtual Contact Centers, it's impossible to overestimate the importance of selective access. When intra-company organizational structure is a huge mesh of hierarchical and matrix structures, the sensitivity of management data is high. Permission Profiles were introduced to answer this challenge. -Ilya Malinovsky

With this kind of "A" team you can expect many more great things from CosmoCom. Stay tuned for information about our entirely redesigned customer email management system coming later this year.

 

COSMOCOM NAMED ONE OF NEW YORK'S
FASTEST GROWING TECHNOLOGY COMPANIES

We are proud to announce that CosmoCom has again been named to Deloitte's prestigious Technology Fast 50 Program for the New York Region. For the fourth time, CosmoCom was recognized as one of the 50 fastest growing technology, media, telecommunications and life sciences companies in the area by Deloitte & Touche USA LLP, one of the nation's leading professional services organizations.

Rankings are based on the percentage revenue growth over five years from 2001-2005. CosmoCom's five year revenue growth of 183 percent earned it this spot in the Fast 50 list.

"Revenue Growth is a litmus test for every company," said Ari Sonesh, CosmoCom's Chairman and CEO. "But it takes a lot to make it happen. The hard work of our people has led to the increasing adoption of our unified customer communications platform by telcos and other enterprises," Sonesh continued. "This is the driving force behind our growth."

Read the full release at http://www.cosmocom.com/pressreleases/PressReleases2006/pr09182006.htm

BE OUR GUEST FOR VON EUROPE AUTUMN IN BERLIN

If you are planning to be in the Berlin area in early November, why not be our guest for the exhibit hall at VON Europe Autumn? CosmoCom will be exhibiting at booth 214 and we'd love for you to come by and talk to us about unified customer communications and our on-demand contact center solutions. Please mark your calendar for 6-8 November 2006 and join us at ICC Berlin.

We want you to be our VIP guest at the show and receive an additional $400USD off the price of conference pricing or a FREE Expo Only pass. To benefit from this exclusive offer, register online at www.voneurope.com/register and enter COSMOCOM in the Priority Code field to by November 5 to activate your savings. Print out this handy CosmoCom VIP Guest pass to help you register.

We hope to see you in Berlin!

WHO'S TALKING? RECENT INK

A Talk With Ben Eisner, New President Of CosmoCom Americas
On September 11, Tracey E. Schelmetic, Editorial Director of Customer Inter@ction Solutions magazine interviewed CosmoCom's President of the Americas, Ben Eisner, about his new role, his views on the market, his outlook on the present and future of the IP contact center industry and more.

In the interview Mr. Eisner talks candidly about what drew him to CosmoCom and what in his 25+ years of experience in the  telecom product space has prepared him to bring CosmoCom to the next level of success in the Americas.

Read the interesting and lively exchange at http://news.tmcnet.com/news/2006/09/11/1877375.htm

CosmoCom Updates Universe Contact Center App
On the heals of the 4.6 release, Erika Morphy from CRM Buyer editor talked with CosmoCom's EVP, Steve Kowarsky about the new version of CCU. In the article Kowarsky says, "[CosmoCall] Universe contact center software users tend to fall into two groups. One core user base consists of telcos that provide hosted call center offerings using CosmoCom's product as a platform. The other group is made up of large enterprises that run in-house contact center operations on the Universe platform."

The article takes off from there to explain how the new release benefits both groups.

Read the full article on CRM Buyer.

HQ HAPPENINGS

2006 CosmoCom Executive Barbeque

Unlike last year, where the annual HQ Executive BBQ was postponed twice for inclement weather, this year we had perfect weather and the event went off as scheduled. The much anticipated affair that takes place on the lawn of CosmoCom's  Headquarters in Melville each September exceeded everyone's expectations once again. The executive staff kept tradition,  pulled their white aprons and chef hats out of moth balls and fired up the grill to turn the tables and serve CosmoCom staff and their guests, including some of our customers and partners who happened to be at HQ for training that day.

While everyone was mingling and enjoying the warm, late Summer evening, CEO Ari Sonesh once again took the helm and proved that he is as good at wielding a spatula as he is at running a company. His marinated lamb topped last year's recipe and Leron Polani (VP Business and Corporate Development) once again pleased the crowd with perfectly seasoned flank steak. All of the executives pitched in to make this another memorable event.

Of course the evening would not be complete without the musical stylings of Jam-master Steve Dellutri (CTO) who kept the music pumping and while the rest of CosmoCom was chomping.

TRADESHOW NEWS: COMING ATTRACTIONS

	Call Centre Expo 3 - 4th October 2006 - 10:00 - 16:30 Birmingham NEC Hall 9 www.callcentre-expo.com CosmoCom Technology can be found at the MXDigital stand and several other customer/partner stands. Stay tuned for details...
	SPEAKING ENGAGEMENT Call Center 2.0 at IT Expo West October 10 - 13, 2006 San Diego Convention Center San Diego, CA USA Panelist: Brian Davidow, Manager, Sales Support  Topic: "Advanced Contact Center Solutions For Teleservices And Call Centers"  When: Friday, October 13th, 8:45 a.m - 9:15 a.m.
	BroadSoft Connections 2006 Executive Users Conference October 15-18, 2006 The Phoenician Scottsdale, AZ USA CosmoCom is pleased to be Gold Sponsor of this event.
	Sylantro Global Summit 2006 October 15-18, 2006 The Venetian Resort Las Vegas, NV USA CosmoCom is pleased to be a Platinum Sponsor of this event.
	VON Europe ICC Berlin November 6-9, 2006  Boston Convention Center Berlin, Germany http://www.voneurope.com/   See CosmoCom in Booth 214
	RECORDED WEBINARS
	View recordings of our Webinar events including "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

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