COSMOCOM ACQUIRES SURF & CALL SOLUTIONS

Combination Strengthens Technology, Market Position, and Human Resources

GENEVA, Switzerland – October 13, 2003 – CosmoCom announced today that it has signed a definitive agreement to acquire Surf & Call Solutions Ltd., one of the first companies to address the challenge of adding new forms of online human interactions to existing call centers. Surf & Call itself is a privately held corporation in Israel that grew out of Vocaltec, which originated the VoIP industry and whose systems today power 25% of the world’s revenue-generating international VoIP minutes. Like CosmoCom, Surf & Call’s primary market focus is on providing hosted services platforms for telephone companies and other network service providers. With Surf & Call platforms, telcos can empower their business customers to web-enable their existing contact centers. Surf & Call interoperates seamlessly without changing existing call center technology and provides the highest level of shared browsing experience available without changing existing web sites. Telcos can create their own brands for the service. For example, Deutsche Telekom calls the service "FreeCall Online," and Bezeq calls it "ClickTalk" and "ClickBack."

"CosmoCom is growing, and this event furthers and highlights that growth," said Ari Sonesh, CosmoCom’s CEO and Chairman. "The acquisition of Surf & Call strengthens CosmoCom in three main areas: technology, customers, and people. In each of these areas, we are gaining assets that match CosmoCom’s strategic focus on network service providers, so the acquisition makes CosmoCom an even better partner for service providers."

To read the full release on the Surf & Call acquisition, visit www.cosmocom.com/pressreleases/pressreleases2003/pr10132003.htm

COSMOCALL UNIVERSE 4.3.4 NOW AVAILABLE

We are pleased to announce that CosmoCall Universe version 4.3.4 has been released and is now available for live customer deployment. This release contains an impressive list of new features and capabilities that continue to enhance CosmoCall Universe. The highlights are as follows:

• Alternate Scripts for Better IVR Protoptyping
• Automatic Recoverability Enhancements
• Brandability of CosmoCall Universe Software
• Camp-on Monitoring
• Dockable Video Windows on Agent
• Improved Record Selection in Campaign Manager
• IMS Improvements
• Server-Side Implementation of Conferencing
• Server-Side Implementation of Recording
• Software Based Live Call Detection (aka Answering Machine Detection)
• Software License Management and Reporting
• VoIP Tunneling for Better Performance in Firewall and NAT Environments
• Wrap-Up Codes Enhancements

As always, current CosmoCom customers and partners can obtain detailed feature information on SupportNet. If you are not yet a CosmoCom customer or partner, please contact  sales@cosmocom.com for further information.

SUMITOMO DISTRIBUTING COSMOCOM IN JAPAN

SSE Group Provides Channel to Network Service Providers

MELVILLE, NY and TOKYO –  September 22, 2003 –  CosmoCom has signed an agreement for the distribution of its products in Japan with Sumisho Electronics Co, Ltd. (SSE), a core element of Sumitomo Corporation's group of information technology companies. SSE provides CosmoCom with excellent reach to its target market of the leading global network service providers. CosmoCom provides SSE with an offering that complements several other product lines that the SSE Network Solution Unit distributes in Japan, including equipment from Sonus Networks.

"The network service providers in Japan, like those in many other countries, want to offer enhanced services that complement and add value to their traditional core services," said Ike Nakamura, General Manager of SSE's VoIP Network Business. "SSE believes that Contact Center On-Demand is an important component of such offerings, and will be a very successful one for the Japanese carriers who adopt it. We are pleased to make available to them the products of CosmoCom, the world leader in this space."

To read the full release, visit www.cosmocom.com/pressreleases/PressReleases2003/pr09222003.htm 
     

COSMOCOM CERTIFIES FIVE MORE PBXS

IP Integration Tested with Avaya, Nortel, Alcatel, Cisco, and PingTel Products

MELVILLE, NY – September 29, 2003 – CosmoCom, the leading provider of IP-based contact center solutions, today announced that it has tested and certified its IP Integration (IPI) capability with several PBXs, including Avaya Definity, Nortel Meridian, Alcatel OmniPCX 4400, Cisco Call Manager, and PingTel SIPxchange. With IPI, CosmoCall Universe becomes the optimum ACD and contact center upgrade path for a conventional PBX. CosmoCom’s IPI enables graceful, investment-preserving evolution from a basic PBX environment to a fully-featured, IP-based, multimedia contact center. IPI is a more feature-rich and more cost effective alternative to these vendors’ own contact center upgrade products. It works by connecting the all-IP CosmoCall Universe via the PBX’s standard IP interface.

"The call center upgrade paths offered by many PBX manufacturers are complex and costly," said Steve Dellutri, Chief Technology Officer for CosmoCom, "because all of them, even the new IP-based products, are oriented around a legacy CTI approach. Our IPI solution adds advanced contact center capabilities to a PBX, including ACD, IVR, Recording, Predictive Dialing, and CRM Application Integration, all without the challenges of traditional CTI. And since IPI is also available on a network-hosted basis from CosmoCall Universe-based service providers, the PBX-to-contact center upgrade is available without a capital investment."
    

CREATE MORE DEMAND FOR YOUR CONTACT CENTER ON-DEMAND

CosmoCom, the industry leader and pioneer in hosted contact center technology provides a consulting services program called CosmoVantage™ that is designed to guide Network Service Providers through the often complex maze of deploying a successful contact center on-demand service. With CosmoVantage, a highly experienced team of telecom experts help your marketing and operations team grapple with all the issues needed to deliver a market beating service.

Click here for more information on the CosmoVantage program.

FUTURECALL MEETS REGULATORY AND COMPETITIVE MANDATES
WITH COSMOCALL UNIVERSE

FutureCall LLC, headquartered in Colorado Springs, Colorado, provides customer acquisition and care services to Fortune 500 customers in a range of vertical industries. Offering both inbound and outbound services, FutureCall has based their success on delivering the specific services clients need, when they need them, over any media-voice, email, Web chat, or fax--with an unparalleled degree of reliability. After reviewing available dialer options, FutureCall selected CosmoCom's CosmoDialer, an integral component of CosmoCall Universe, to help them comply with the new 2003 FTC regulations.

Read our CASE STUDY of how CosmoCall has helped FutureCall to not only unify their distributed call centers, improve their customer service, and increase agent productivity, but to also comply with the new and more strict 2003 FTC regulations for the teleservices market.

For more information about FutureCall, visit their website at www.futurecall.com

TRADESHOW NEWS: COMING ATTRACTIONS

Meet CosmoCom CEO Ari Sonesh at ITU Geneva

CosmoCom-based Contact Center On-Demand™ services are being deployed by many of the world's leading network service providers, such as BT, France Telecom, Deutsche Telecom, KT, NTT, ePLDT and TeliaSonera. In fact, CosmoCom is the leading provider of network-hostable contact center platforms.

CosmoCom is proud to have been selected by Microsoft to participate in their showcase of innovative new telecom service opportunities at ITU Telecom in Geneva. Come visit us and experience some of our latest technology during your visit, including our Tablet PC-enabled wireless, phone-less contact center terminal, as well as CIRM - customer interaction AND relationship management - a beautiful integration of CosmoCom CIM technology with Microsoft CRM.

IN THE NEWS

Can IP Technology Revitalize the Contact Center Outsourcing Industry?
by Steve Kowarsky, EVP, CosmoCom
TMCnet - October 2, 2003

COSMOCOM CUSTOMERS "SATISFIED" OR "VERY SATISFIED"

The 2003 Users' Choice Survey by the CRMAdvocate reveals that 69% of CosmoCom's customers were "very satisfied" with our products and services, with the remaining 31% "satisfied. None remained neutral or expressed dissatisfaction. In addition, the survey showed that 92% of respondents realized good ROI with CosmoCom. 8% claimed that they achieved marginal ROI, while none responded that they realized poor ROI. Finally, all those surveyed considered CosmoCom a "good fit" for their needs and felt that CosmoCall Universe had met their product expectations very well. The independent study, which led to CosmoCom winning the Users' Choice Award in the Contact Management category, surveyed approximately 60% of CosmoCom's installed base.

We would like to thank you, our customers, for participating in the survey and expressing your views. We are encouraged by these positive results, and will continue working hard to deliver the best products and the best service we can.

3RD ANNUAL EXECUTIVE BBQ USHERS IN THE FALL SEASON

On September 22, CosmoCom's New York-based employees and their families gathered on the lawn of our headquarters building for the 3rd Annual Executive BBQ. The event was hosted by members of CosmoCom's Management team, who also served as the evening's master chefs (they're the ones in the aprons and chef hats!)

This is the third consecutive year that CosmoCom has held the Executive Barbeque. It's a great time of year to take a little break, have some fun, and have one last summer barbeque before the fall and winter months are upon us.

FRIENDS OF COSMOCOM 'FORWARD-TO-A-FRIEND' PROGRAM

CosmoCom is pleased to announce that the winner of our 2-month long "Forward-to-a-Friend" program is Steve Blood of Gartner. Congratulations to Steve who will receive an iPAQ Pocket PC.

We'd also like to give our sincere appreciation to all of you who participated in the recent program by forwarding the Friends of CosmoCom newsletter to friends and colleagues whom you thought would benefit from reading about CosmoCall product developments and other important CosmoCom news.

     
Editor-in-Chief: Laura Fader
Graphics & Design: Kevin Simms