MY STATE OF THE UNION

By Ari Sonesh, CEO - Last month I promised to tell you about our 2007 operating results. Our fourth quarter was a record quarter, again both profitable and cash flow positive. And, 2007 was another record year of growth and profitability, finishing with a stronger than ever balance sheet. Our revenue was generated not only by existing customer and partners, but also from many new Enterprise customers, telcos and VARS, some of whom we will be announcing over the coming months. . In 2007 we expanded our technical operations and R&D organizations to answer the needs of our customers and support our projected growth in 2008. We are entering 2008 with a strong organization ready for any challenge.

So, what do we expect for 2008? Of course, another record year. This year will bring increased focus on the Enterprise. CosmoCom will be leveraging its global leadership position in providing shared multi-tenant Contact Center platforms to telcos and other service providers who in turn sell Call Center technology as a service to Enterprises. In 2008, we will be more involved in the sales process, selling with and helping our channels to close business, especially with large Enterprise customers. Our "sweet spot" is large enterprises with multiple call center locations, and complex applications operating in an agile environment where time to market is critical. We call this"Consolidation 2.0." CosmoCom marketing will create campaigns targeted at Enterprise that fit this profile, generating market pull for our technology.

To sum up, I would call 2008 "The Year of Enterprise Focus." I am very pleased with our 2007 results, and very excited to kick off 2008. I look forward to continuing these updates for you through the year.

UNIVERSITY OF KENTUCKY IMPLEMENTS COSMOCOM PLATFORM AT
MULTIPLE CALL CENTERS

UK HealthCare Improves Patient Experience and Gains Operating Efficiency

CosmoCom recently announced that one of the largest medical centers in the mid-South is building a new state-of-the-art contact center system on the CosmoCall Universe contact center platform.

CosmoCall Universe supports multiple call centers and health care applications on a single platform, enabling UK HealthCare to improve customer service across dozens of different organizational units by providing a standard patient/clinic interface, improved measurement to ensure calls are handled in a timely fashion, and rules-based routing to make sure patient calls get through to the right professional as quickly as possible.

"The UK HealthCare enterprise has had multiple different telephone systems and wants to significantly improve patient service," said Courtney Higdon, chief of staff to the executive vice president for health affairs. "We realized early on that we needed the intelligent routing capabilities of a call center to manage our calls. We looked at what other hospitals and medical centers were doing; we talked with the Gartner Group and with other call centers. We selected CosmoCom because it's an enterprise-scale platform that can handle many different departments..."

Read the whole release to learn more about what Courtney others at University of Kentucky have to say about why they went with CosmoCom technology.

COSMOCOM GETS TOP MARKS FOR CONSOLIDATION 2.0 TECHNOLOGY FROM LEADING INDUSTRY MAGAZINES

In recognition of its leadership delivering Consolidation 2.0 technology, CosmoCom, has been awarded 2007 Product of the Year recognition for its CosmoCall Universe contact center platform from both Customer Inter@ction Solutions magazine and Internet Telephony magazine. Consolidation 2.0 enables organizations to consolidate the many, diverse contact center needs and activities of the enterprise on a single virtual platform that supports the global distribution of contact center agents.

Read the full press release to find out more.

These awards are just the latest in a long and growing list of honors.
 

NEW CONSOLIDATION 2.0 WHITE PAPER NOW AVAILABLE

Be Among the First to Download it

CosmoCom would like to invite you to be among the first to download our brand new white paper on Contact Center Consolidation 2.0.

Consolidation 2.0 is the latest and most effective call center consolidation strategy. It offers a wider range of favorable impacts than any of its predecessors. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

The white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. This strategy is especially appropriate for large, complex enterprises, but many smaller enterprises will benefit, too. Consolidation 2.0 is provider neutral. It can be deployed on a traditional premise-based system or hosted by one of many global service providers that have Consolidation 2.0 offerings.

Download the Consolidation 2.0 White Paper Now.

JOIN US FOR A "BETTER CALL CENTER INTEGRATION..." WEBINAR

Register for InformationWeek event presented by CosmoCom and Microsoft

Many of today's enterprises with dispersed contact center operations and numerous, often incompatible legacy applications, suffer from incomplete integrations. This hampers agents and frustrates customers. Integrating the two major facets of any customer care organization -- the information and the communication platforms -- to improve agent efficiency and the customer experience, is a major challenge to contact center success.

On Thursday, February 7, 2008 at 12:00 pm Eastern time, join InformationWeek, CosmoCom and Microsoft  for a one hour webinar called, "Improve Your Customer Experience with Better Call Center Integration of Communications and Information," to learn how to meet this challenge. CosmoCom's Consolidation 2.0 strategy unifies the communication platform, and Microsoft Customer Care Framework 2008 integrates the business applications. The benefits of these individual solutions will be demonstrated, plus you will learn how they work together to:

• Enhance the customer experience and satisfaction level delivered both by live agents and self service portals
• Accelerate deployment and time to productivity of contact center applications
• Reduce implementation and operating costs

 Register here for the webinar.

COSMOCOM ON THE ROAD

Upcoming Shows and Events To Meet CosmoCom Live

The first quarter of 2008 is well under way and activities are picking up in and out of the office. In the US we just had a successful showing at TMC's Call Center 2.0 show in Miami, FL, where we were Gold Sponsors of the event. That show kicks off a busy month and a half of shows for our staff worldwide. Among the shows we hope to see you at are:

From February 13-15, CosmoCom will be back in Florida at the Hyatt Regency Miami for ICMI's Call Center Demo show. We''ll be on hand at booth C-1 and ready to talk to you about your contact center consolidation needs. And, to make it easier for you to attend, use this eVIP pass to get free demo hall or discounted general admission compliments of CosmoCom.

For our readers in EMEA, CosmoCom will be exhibiting at Call Center World - 2008 in Berlin. You'll find our eager staff waiting to discuss your contact center and consolidation 2.0 needs with you at Booth Hall 1: 1A16 in the Etsrel Convention Center in Berlin, Germany. You won't want to miss this show.

Kicking off March, CosmoCom will be in Los Angeles at the Biltmore Hotel for the Blue Cross Blue Shield Association Customer Contact Center & Claims Conference 2008 from March 5-8. Healthcare and lifestyle management verticals have been a natural fit for Consolidation 2.0 and CosmoCom continues to have growing and mutual success with those in the industry. If you are a Blue Plan member and planning to be at the conference, make sure you don't leave without speaking to CosmoCom in booth 301. You'll be glad you did.

You'll have more opportunities to see CosmoCom out and about following these events, including VoiceCon in Orlando in Mid March and SeCA in France, but more on these in next month's CosmoChronicle.

ALSO don't forget to join us for CosmoCommunity 2008 at the W New Orleans hotel in New Orleans, Louisiana from May 5-8, 2008. More info at http://www.cosmocommunity.com

 BITS & PIECES: SOME VOIP FACTOIDS

Greater Acceptance of NA Outsourcing
According to a recent research report on "North American Contact Center Outsourcing Markets" by Frost & Sullivan the North American contact center outsourcing market continues to see impressive growth under the influence of strategic, financial and technological forces. They postulate that the current positive U.S. economic climate, coupled with greater acceptance of outsourcing across business verticals, will give rise to continued market growth in the next three to five years. According to the report it is becoming increasingly common for clients in North America to require "blended" delivery models, using a combination of onshore, nearshore, and offshore customer contact centers. This strategy not only mitigates risk, but also serves to lend support for multiple language capability and better cultural alignment for specific client requirements.

Home Agent Explosion
The Frost & Sullivan report mentioned above also indicates that the concept of home agents is fast gaining popularity in the United States, as voice over Internet protocol (VoIP) and Web-based applications make the deployment of work-at-home agents (WAHA) no more difficult than placing them in traditional call centers.

WHO'S TALKING? RECENT INK

The Viability of Video Contact Centers
In late 2007, ICMI Customer Management Insights editor Greg Levin approached CosmoCom for input into an article he was preparing on video call center. After some great briefings from some of our executives, the result is a great article called "The Viability of Video Contact Centers " that provides terrific insights on the topic. The article which leads off with, "The technology that drives video contacts may be maturing, but are customers and contact centers ready for video calls? Industry experts offer their views," is wonderful exposure for CosmoCom and further positions us a thought leaders on this topic. Besides the numerous references to CosmoCom technology and our terminology there are multiple quotes from EVP, Steve Kowarsky a sidebar quote from Ari Sonesh, great validation from an industry analyst and even a link to our IVVR video.

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Americas

Alan Mitchell has joined CosmoCom as our Vice President for Mobility and will have the key business development role related to our exciting initiatives in this area. Alan will be orchestrating the simultaneous development of product capabilities, value propositions to the market, key partnerships, and pilot customers that will transform a visionary initiative into a practical and profitable reality that will help fuel CosmoCom's growth during the next several years. Alan comes to us from Avaya, where he spent three years in a similar concept-to-market development role for a new support offering related to their advanced enterprise communication products. Before that, he was for seven years the GM of Strategy and Business Development at Microsoft, where he actually created their first line-of-business vertical in the Communications Sector. Prior to Microsoft, Alan was actually a rocket scientist, in Boeing's aerospace program. Alan received his BS and MS from MIT in Aeronautics and Astronautics, his ABD in the same area from Stanford, and his PhD in Mathematics from Brown.

Ian Greene is the latest addition to the Sales Engineering team in the Americas. Ian is a driven and talented sales engineer with lots of call center experience selling to and working with large enterprises. Prior to joining CosmoCom, Ian spent seven years at Aspect supporting customers and sales in similar capacities. Before Aspect he held sales and management positions at companies including Concerto, Davox, Staples, A.C. Enterprises and American Microsystems. He has a Bachelors degree from Worcester Polytechnic Institute.

CosmoCom Asia

Kevin Chiu is our new Sales Director in Taiwan who has two decades of sales management experience as well as a long history of working with CosmoCom technology from the reseller/systems integrator side in the region. Before joining CosmoCom, Kevin was a senior sales manager at Tatung System Technologies Inc. working on projects with ChungHwa Telecom. Before Tatung he worked in a similar capacity for Systex, also supporting CosmoCom-based projects with ChungHwa and other customers. Prior to his ten years with Tatung and Systex, he held sales management, as well as analysis and research & design, positions at Universal Technology System. He holds a degree in electrical engineering from Kuang Wu Industry College.

CosmoCom Israel

Miki Sharon has joined the development team in Israel as the primary interface between the development & QA groups to the field engineering and customer implementation team as well as being in charge of leading various development projects. He has over ten years of experience in the Telecom industry from Amdocs and Comverse, where he was involved in development and software teams management, the last four of which he served as a systems architect where part of his responsibilities included: working with Tier1 Telecom customers, collecting requirements, analyzing and providing technical solutions or defining SOW's for R&D. Miki holds a B.Sc in Computer Science from the Technion and a MBA from the Open University.

TRADESHOW NEWS: COMING ATTRACTIONS

	Call Center Demo & Conference February 13 - 15, 2008 Hyatt Regency Miami Miami, FL http://www.callcenterdemo.com  See CosmoCom at Pedestal C1 Use this eVIP pass to get free demo hall or discounted general admission compliments of CosmoCom
	Call Center World - 2008 February 18 - 21 2008 Estrel Convention Center Berlin, Germany Booth Hall 1: 1A16    www.callcenterworld.de
	Blue Cross Blue Shield Association Customer Contact Center & Claims Conference 2008 March 2 - 5, 2008 Biltmore Hotel Los Angeles, CA, USA https://s19.a2zinc.net/clients/bcbsa/cccc08/Public/enter.aspx  See us in Booth 301
	VoiceCon Spring 2008 March 17 - 20, 2008 Gaylord Palms Hotel Orlando, FL, USA http://www.voicecon.com/orlando/ See us in Booth 1300
	RECORDED WEBINARS
	View recordings of our Webinar events including "Consolidation 2.0", "Hosted Contact Center for Outsourcers", "Contact Center On-Demand" and "Telecom Customer Care"

	SUBSCRIPTION INFORMATION
	Please pass this issue of CosmoChronicle on to others who might be interested. If you are not already receiving the monthly CosmoChronicle you can sign up now. This and past issue are also available in the CosmoChronicle Archives.

	TECH SUPPORT UPDATES
	CosmoCom has replaced SupportNet with a new improved support site, for customers and partners, called CosmoCom Online Technical Support. You can find the latest documentation, Hot Fix bundles, Microsoft updates that have passed QA for CosmoCall Universe deployment, discussion groups and more. In addition, you can now access your support tickets online. If you have not yet obtained your secure login information, please contact your CosmoCom representative or send support an email.

	LIAISON PROGRAM FOR CONSULTANTS
	If you are a call center industry consultant, join the CosmoCom Consultant Liaison Program for access to our consultant extranet, a dedicated newsletter for the consultant community and more...