COSMOCOM PRESENTING FREE WEBINAR
ON TELECOM CUSTOMER CARE

Mark Your Calendar for June 17 at 11:30 a.m. Eastern Time

	Title:	Meeting the Telecom Customer Care Challenge: Reducing Costs and Enhancing Service with the IP-Based Virtual Call Center
	Presenter:	Steve Kaish, Vice President of Sales, Americas and Japan
	Date & Time:	Thursday, June 17, 2004  -  11:30 am Eastern Time
	Duration:	1 Hour
	Registration:	www.cosmocom.com/Events/TelecomWebinar.htm

Now that customer service excellence tops the list of winning telecom business strategies with an estimated $5 billion spent on call center and billing related technology in 2003*, the heat is on for telecom call center decision makers who are faced with the daunting task of providing better and more consistent service, and reducing operating costs at the same time.

While these goals seem contradictory, they can be achieved using today's IP-based contact center technology. Virtualizing the telecom customer care center with IP has many cost-saving and satisfaction-enhancing benefits:

• Combining multiple standalone operations (including offshore centers) into a single virtual contact center increases efficiency and control.

• Enabling faster and better application integration reduces backlog that slows down agents and makes them less productive.

• Providing unified, universal customer access via telephone, email and internet channels opens less costly or more convenient interaction possibilities while preserving quality and consistency across all channels.

In this Webinar, CosmoCom will look at these and other customer care challenges facing telecoms today and make the case for adopting an IP-based virtual contact center solution to help meet them in a cost-effective and winning way.

To register for this webinar, visit www.cosmocom.com/Events/TelecomWebinar.htm

*BusinessWeek, March 2004

COSMOCOM AND LEVEL 3 COMMUNICATIONS PARTNER
TO DELIVER BIG VOIP SAVINGS TO CALL CENTERS

MELVILLE, NY - May 24, 2004 -- CosmoCom, the global provider of all-IP, universal access contact center platforms, today announced that it has teamed up with Level 3 Communications to address the call center market. CosmoCom's VoIP contact center technology and Level 3's IP telephony services are perfectly matched to provide tremendous savings to call centers. Many organizations are already benefiting from VoIP equipment and from VoIP services. But only putting the equipment and the network services together, as CosmoCom and Level 3 are doing, fully optimizes the overall cost structure.

Until now, many organizations have found the business case for VoIP persuasive enough to put the VoIP gateways on their own premises and retain their expensive legacy connections to the traditional telephone network. This means they are adding one cost to reduce others. Now companies that deploy CosmoCom technology on their premises can take advantage of the network-level gateway and IP telephone infrastructure of Level 3, eliminating the hardware, maintenance and IT personnel costs associated with premise-based gateways, and also lowering the connectivity and per minute costs of their telephone service.

To read the entire release, visit www.cosmocom.com/pressreleases/PressReleases2004/pr05242004.htm

COSMOCOM WINS SECOND CONSECUTIVE CRM ADVOCATE USERS CHOICE AWARD

MELVILLE, NY - June 1, 2004 -- CosmoCom, the global provider of all-IP, universal access contact center platforms, has been named a winner in The Sixth Annual Users Choice Awards, sponsored by CRM Advocate. CosmoCall Universe, the company's unified IP contact center suite that includes multi-channel ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools, was entered in the category of Call Center Routing. This is the second consecutive year that CosmoCom has won the Users Choice Award in this category.

To read the complete release, click www.cosmocom.com/pressreleases/PressReleases2004/pr06012004.htm

CHUNGHWA TELECOM LAUNCHES CONTACT CENTER ON-DEMAND SOLUTION POWERED BY THE COSMOCALL UNIVERSE PLATFORM

Provides Network-Based Alternative to Conventional Premise-Based Call Center Technology

MELVILLE, NY -- June 8, 2004 -- CosmoCom, the market leader in multi-tenant Contact Center On-Demand platforms for service providers, announced today that Chunghwa Telecom Co., Ltd., Data Communications Branch (CHT-D), the primary data communication network services provider of Taiwan, has launched a suite of Contact Center On-Demand services based on the CosmoCall Universe platform. CHT-D's Contact Center On-Demand services will provide businesses with a feature rich, multimedia contact center solution that they use and pay for on a month-to-month basis, rather than invest in their own infrastructure.

CosmoCom has made significant inroads into the Asia-Pacific market, with Korea Telecom, PLDT of the Philippines and now CHT-D offering Contact Center On-Demand services built on the CosmoCall Universe platform. The company expects to make announcements in the near future about other exciting progress in the region, especially in China and Japan.

This release can be accessed at www.cosmocom.com/pressreleases/PressReleases2004/pr06082004.htm

VIRTUES OF THE VIRTUAL CALL CENTER

Analysts, editors and a multitude of technology organizations are singing the praises of the virtual call center. But what exactly does it do for the customer? In this article, we will highlight the many benefits of the virtual call center and what it means to the call center manager.

With customer service excellence a core strategy for businesses worldwide, call center decision makers are now under pressure to increase customer satisfaction and reduce costs at the same time, all while managing complex day-to-day operations. The virtual call center is one of the most effective ways to accomplish both of the apparently contradictory objectives of service improvement and cost reduction, and to streamline operations as well.

A virtual call center is a call center in which the organization's representatives are located in multiple locations, but can be managed and utilized as a single entity. With a virtual call center, staffing resources are used to their maximum efficiency, and experts are available to any caller who needs them, via location independent skills-based routing. Also, the mergers, spin-offs, reorganizations and redeployments so common in the telecom industry are far less painful and costly on an enterprise's call centers with a virtual call center technology infrastructure in place.

The virtual call center model can also assist with employee retention and satisfaction, thereby reducing recruitment and training costs. For example, searchCRM.com described how one organization's employee turnover decreased 88% within one year after moving to a virtual call center. Furthermore, 90% fewer calls had to be escalated, and 30% more inquiry calls were converted to orders. The virtual call center clearly benefits management, but it also benefits agents as well. Since calls are disseminated among the entire pool of agents rather than to geographically specific ones, the workload is more equitably distributed, resulting in more manageable workloads for all agents. In addition, busy signals and wait times are reduced, which tends to decrease the caller negativity that can wear down even the best agents.

Perhaps the most powerful example of the need for virtual call centers is the trend to offshore outsourcing of agents, which, according to a study by Deloitte and Touche, will be further fueled as more data-oriented services are offered to customers. This study also indicated that while the cost reduction opportunity was significant - with early adopters reporting an initial savings of 20% to 30% -- it also raised significant concerns regarding loss of control and operational complexity. Creating virtual call centers mitigates these concerns, because it enables managers to retain complete operational visibility and control of activity across the globe via easy-to-use, web-based administrative and reporting tools. It also allows agents to be located anywhere, while still providing 100% feature functionality, including PSTN voice, and enables seamless call routing within global organizations. As a result, customers can reach the most cost effective and appropriately skilled agent without losing access to onshore specialists when needed.

But virtualization itself requires an investment that has to be justified. Virtualization is more cost effective and easier to justify with the deployment of an IP-based solution, which is inherently virtual, than with any other technology. This is especially true for telecoms that have created their own high performance IP networks. IP based solutions are the affordable and fast-deploying virtual call center in which multiple agent locations, agents at home, even follow-the-sun agents in distant places, are all managed and utilized as parts of a single system image.

DON'T MISS COSMOCOM'S HOSPITALITY SUITE AND COCKTAIL RECEPTIONS
AT SUPERCOMM 2004

SUPERCOMM is just around the corner, and CosmoCom is making the final preparations for its Hospitality Suite and Cocktail Receptions. Be sure to make a note of the event times and days below. We look forward to talking with you about how Contact Center On-Demand (CCOD) and the CosmoCall Universe platform can create new revenue streams and reduce customer churn for service providers, and improve the quality of telecom customer care while lowering its cost. See you there!

Hospitality Suite: 
Tuesday, June 22, 2004, 9:00 a.m. to 7:00 p.m.
Wednesday, June 23, 2004, 9:00 a.m. to 7:00 p.m.
Thursday, June 24, 2004, 9:00 a.m. to 3:00 p.m.
Hyatt McCormick, Conference Center, Room 11A

Cocktail Receptions: Hosted by Ari Sonesh, CEO of CosmoCom
Tuesday, June 22, 2004, 5:00 p.m. to 7:00 p.m.
Wednesday, June 23, 2004, 5:00 p.m. to 7:00 p.m.
Hyatt McCormick, Conference Center, Room 11A

For more information, visit www.cosmocom.com/Special/Supercomm2004.asp

COSMOCOM TO PARTICIPATE IN TELEPHONY'S
VOIP SERVICE PROVIDER STRATEGIES CONFERENCE

Event to Take Place June 21, One Day Prior to the Opening of Exhibits at SUPERCOMM

How is VoIP redefining service provider network design, business strategies and service provider revenue models? And how will it affect your network, your customers and your business? These are the questions that will be addressed at Telephony Magazine's VoIP Service Provider Strategies Conference, where CosmoCom will be demonstrating the CosmoCall Universe all-IP universal access contact center system in booth 8.

The CosmoCall Universe platform enables the hosted contact center offerings of more telcos worldwide than any other product. A unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools, it is a high capacity, high availability, multi-tenant platform that supports multi-channel contacts including telephone, email, voice mail, and web chat/voice/video/collaboration.

This one-day conference is sure to shed light on the latest and most exciting opportunities that VoIP technology is creating for service providers. It takes place June 21, 2004 from 9:00 a.m. to 4:30 p.m. at the Embassy Suites Hotel, Chicago Downtown-Lakefront. We hope to see you there.

To register, visit www.shorecliffcommunications.com/voip/default.asp?showid=B067&info=989

COSMOCOM FEATURED IN COMMWEB AND INTERNET TELEPHONY MAGAZINE

CosmoCom has been attracting quite a bit of press attention recently, starting with the May 24 edition of CommWeb. This leading technology web site featured CosmoCom's new tenant provisioning module in an article entitled "Hosted Call Centers Get Easier." CommWeb reported that technology like CosmoCom's was making it "easier and more efficient for service providers to offer call center customers access to CCOD services…" and highlighted how our technology has reduced tenant set-up time to just a minute. To read the entire article, visit www.commweb.com/showArticle.jhtml?articleID=20900471

If you subscribe to TMC's Internet Telephony magazine, the June issue has probably just arrived in your mailbox. You'll find CosmoCom mentioned, not once, but twice within the pages of this popular industry publication. On page 12 in the industry news section, the new CosmoCall Universe tenant provisioning module is highlighted.

And on page 40, CosmoCom has a major role in a full page article by Laura Guevin called "IP: Behind the Scenes in the Latest Contact Center Offerings." The article reflects the fact that service providers are increasingly realizing the value of offering the hosted contact center applications that are enabled by VoIP.

COSMOCALL UNIVERSE HAS MAJOR PRESENCE AT SECA 2004 IN PARIS

SUBSCRIPTION-BASED PRICING SUPPLANTING THE PERPETUAL LIFETIME LICENSE MODEL ACCORDING TO THE GANTRY GROUP

The Gantry Group sounded yet another death knell for the traditional software pricing model, stating in their April 2004 newsletter article entitled "Redefining Software" that the traditional one-time purchase model " … is quickly being eroded by the annual subscription model." The article proposes reasons for the rapid acceptance of this trend as well as its implications. Following are some highlights.

• Subscription pricing benefits both the end user, by eliminating upfront costs and replacing expensive ongoing maintenance costs with a predictable monthly expense, and the vendor, by providing the advantage of a predictable, recurring revenue stream.
• Because end users have "less skin in the game", they may be more prone to switching to another software solution. As a result, vendors will need to "resell" the end user in order to ensure loyalty.
• The subscription-based model is also influencing hardware vendors, with some organizations selling hardware by the processor cycle via large server farms. Utilizing this method, enterprises greatly reduce capital expenditures and ongoing maintenance costs.

To read this article in its entirety, visit www.gantrygroup.com/images/Newsletter1/News23.htm

NEW MEMBERS OF THE COSMOCOM FAMILY

CosmoCom Extends a Warm Welcome to Our New Employees Worldwide

Israel
Igor Ladnik, Senior Developer
Irit Polak, Office Manager

Headquarters
Gregory Shackles, QA Intern
Joseph Sullivan, QA Intern
Daniel Khalily, QA Intern
Imran Khan, QA Intern

TRADESHOW NEWS: COMING ATTRACTIONS

	TELECOM CUSTOMER CARE WEBINAR Meeting the Telecom Customer Care Challenge Reducing Costs and Enhancing Service with the IP-Based Virtual Call Center June 17, 2004 Find out more and register
	Seminar CMMC 2004 Contact Center on demand - Soluzioni IP per nuovi business case giovedi 15 guigno 2004 (June 15, 2004) Centro Congressi Le Stelline - Corso Magenta 61 Milano, Italia www.club-cmmc.it/attivita/CCondemand_2004.htm
	CommunicAsia 2004 June 15-18, 2004 Singapore Expo Singapore www.communicasia.com Look for CosmoCom in the I-Contact Solutions booth.
	Telephony VoIP for Service Providers June 21, 2004 Embassy Suites Hotel Chicago Downtown-Lakefront Booth 8 Find out more
	SUPERCOMM Hospitality Suite and Cocktail Receptions June 22-24, 2004 Hyatt McCormick Conference Center (Adjacent to McCormick Place Convention Center) Conference Room 11A Hospitality Suite Tuesday, June 22, 2004, 9:00 a.m. to 7:00 p.m. Wednesday, June 23, 2004, 9:00 a.m. to 700 p.m. Thursday, June 24, 2004, 9:00 a.m. to 3:00 p.m. Cocktail Receptions Hosted by Ari Sonesh, CEO of CosmoCom Tuesday, June 22, 2004, 5:00 p.m. to 7:00 p.m. Wednesday, June 23, 2004, 5:00 p.m. to 7:00 p.m. Have a drink, talk to CosmoCom, see a demo. Find out more.

CosmoCom, Inc.
121 Broad Hollow Rd.
Melville, NY 11747
+1 631 940-4200
http://www.cosmocom.com

    
Editor-in-Chief: Vanessa King
Production: Laura Fader
Graphics and Design: Kevin Simms