COSMOCOM PARTNER PHONECONTROL EXCELS WITH
HOSTED CONTACT CENTER OFFERING

Signs Fifth French-Speaking Offshore Outsourcer in Northern Africa

In October, CosmoCom announced that PhoneControl, a global telecommunications solution provider, had launched Contact Center On-Demand™ (CCOD) services based on the CosmoCall Universe platform, had signed its fifth customer, and already had hundreds of agent positions in service. PhoneControl accomplished this in a few short months, and looks forward to even faster growth in the near future.

The CCOD offering is based in France, where PhoneControl serves French language offshore call center providers in northern Africa. With the CosmoCom platform, PhoneControl now hosts unified contact centers of any size that include multi-channel ACD, IVR, CTI, predictive dialing, recording, administration, and telemarketing, giving call center operators all the benefits of the latest technology without the large capital investment and ongoing operating costs of an in-house platform.

"By hosting a CosmoCall Universe platform in France, and setting up efficient and cost effective IP communication links to the region using our Network Optimization Protocol, we make it much simpler for our customers to provide offshore service, and we give them the flexibility to quickly add seats as their businesses grow," explained Fethi Madani, PhoneControl's Managing Director.

To read the complete press release, visit http://www.cosmocom.com/pressreleases/PressReleases2004/pr11172004.htm

 FRANCE TELECOM LAUNCHES MAJOR AD CAMPAIGN
FOR MULTI-CHANNEL CRM SOLUTIONS

CosmoCom partner France Telecom recently launched an aggressive campaign to promote its Multi-Channel CRM Solutions, which include CosmoCall Universe as a key component. The ad consists of two consecutive full pages in a number of publications including Le POINT, an influential French weekly journal.

The advertisement emphasizes the importance of multi-channel communications for customer satisfaction. It also highlights the solutions from France Telecom that can help companies successfully manage multi-channel customer contacts. France Telecom is having great success with its multi-channel contact center solutions, and this campaign reflects their commitment to this lucrative market.

 COSMOCOM UP FOR CONTACTCENTERWORLD.COM MEMBERS CHOICE AWARDS

Customers Select Winners, Are Entered Automatically into a US$1,000 Drawing!

CosmoCom is a candidate in the ContactCenterWorld.com Members Choice Awards in the "Multi-Channel Contact Center Solutions" category. This award is based entirely on input from the people who know CosmoCall Universe best -- its customers! No panel of judges, no "industry experts" -- just you! Please take a moment to cast your vote here.

It only takes a minute, and it automatically enters you into a drawing for a US$1,000 cash prize. Thank you in advance for your support.

RECORDING OF LEVEL 3 / COSMOCOM WEBINAR NOW AVAILABLE

“Hosted Contact Centers Driving New Revenues for Outsourced Providers”

If you missed last month's CosmoCom / Level 3 webinar, a recording is now available. The webinar discussed how the hosted contact center can provide outsourcers with a new source of revenue outsourcing just the contact center technology, not the agents. This approach meets the needs of companies that want to keep some of their projects in house – business that outsourcers couldn't touch until now. Topics included:

• Why contact center outsourcers will excel in the hosted contact center services market
• Why a VoIP-based contact center system is the ideal platform for both a hosted contact center service offering and a traditional outsourcing system
• How VoIP network services save money
• How to gain flexibility and control through VoIP
• How VoIP enables virtual call centers and agent-at-home programs
• How CosmoCom and Level 3 complementary VoIP technologies can enable this business model and make your launch of hosted solutions smooth and lucrative.

To listen to the recording, visit http://www.cosmocom.com/special/playback-l3outsource.asp.

 CONTACTCENTERWORLD.COM FEATURES COSMOCOM VIDEO INTERVIEW

Steve Kaish, CosmoCom's Vice President, Hosted Solutions, was interviewed via video by ContactCenterWorld.com at ICCM 2004. In this feature, Steve provides insight into the contact center industry and discusses a number of subjects that are top of mind for today's contact center managers, including:

• Biggest misconception made by companies when considering an IP contact center
• Most common mistakes made when moving from a voice only to a multimedia contact center
• Tips to determine IP contact center feasibility

Find out what Steve has to say by visiting ContactCenterWorld.com. We're sure you will find the information useful!

 DRAMATIC DEMO OF LIVE COSMOCALL UNIVERSE VIRTUAL CONTACT CENTER
BY SI TACTIX AT TELECOM ISRAEL 2004

Tactix, Ltd., CosmoCom system integration partner in Israel, conducted live demonstrations of CosmoCall Universe at Telecom Israel in November. The demo presented complete, end-to-end calls, including self-service with speech recognition followed by call delivery to a live agent and screen pops from an integrated CRM. The demo featured an actual call center agent at the show site who was connected via IP to a production system belonging to EDS Israel and located 40 miles away in the city of Ashkelon.

Tactix's demo of the CosmoCall Universe virtual call center attracted many visitors to their booth and uncovered a number of prospects interested in the CosmoCall Universe hosted contact center solution.

 SPEAKING ENGAGEMENTS IN PORTUGAL AND JAPAN DRAW CROWDS

CosmoCom and Factis, a Portuguese engineering and information technologies services company, presented “Advantages of IP in the Virtual Call Center Context” at the Expo Call Center 2004 show in Lisbon last month. The seminar, as well as the Factis exhibit, attracted many interested prospects from some of the largest companies in Portugal.		CosmoCom partners Takachiho Koheki and Japan Telecom presented a joint seminar at the Call Center/CRM Demo & Conference in Tokyo. Entitled “What Can Be Solved by the Call Center, Facing the Era of IP Migration? – World-Proven Solution, CosmoCall Universe 2004”, the presentation drew the attention of many well-known organizations
CosmoCom's Ludo Guelblum addresses the audience about CosmoCall Universe and the Virtual Call Center.		Seiji Kobayashi of Takachiho Koheki discusses IP migration and CosmoCall Universe.

 COSMOCOM SPONSORS HONG KONG CALL CENTRE AWARDS
FOR SECOND YEAR IN A ROW

 AND THE SURVEY SAYS ...

The belief that customer service excellence is a critical success factor has never been stronger. And it's no wonder after reading these results of a customer service survey commissioned by Amdocs.

• U.S. consumers will withstand a maximum of two negative customer service experiences before taking their business elsewhere.
• More than 75% of those polled would hang up on a call placed to customer service after waiting on hold for more than 5 minutes.
• 75% said that they would tell their friends and family about negative experiences.
• More than 80% would rather visit the dentist, pay their taxes, or sit in a traffic jam than deal with an unhelpful representative.

  DOUBLE DIGIT GROWTH PREDICTED FOR OFFSHORE OUTSOURCING THROUGH 2008

PhoneControl's success with hosted contact center solutions for the offshore outsourcing market is likely to continue. The META Group predicts that the offshore outsourcing market will grow nearly 20% annually through 2008, far outpacing the growth rate of outsourcing generally. The report also states:

• The offshore outsourcing market exceeds $10 billion.
• Political backlash toward offshoring is not deterring market adoption.

 COSMOCOM'S SANJIV DESHPANDE NAMED TOP TECHIE BY LISTNET

Congratulations to Sanjiv Deshpande, CosmoCom's Senior Software Developer, who was named one of the Twenty Top Techies by LISTNET (the Long Island Software and Technology Network). These awards honor the "unsung heros" that create IT technology.

Sanjiv was recognized for his overall outstanding technical and interpersonal skills, all of which contributed to various facets of CosmoCall Universe 4.4, including the design of the powerful n-way conferencing feature. He received his Twenty Top Technies Award at LISTNET's Holiday Blast on December 2 at the LI Business & Technology Center. Well done, Sanjiv!

NEW MEMBERS OF THE COSMOCOM FAMILY

Headquarters

Mark Lepko, Vice President, Sales, Americas
Mark comes to CosmoCom with more than 21 years of successful sales and sales management experience in the call center industry, selling to both enterprises and service providers. Mark started his career managing call center operations. He has held senior sales and executive positions at Rockwell, Aspect, Verint, and VoiceGenie, and will work for CosmoCom from his virtual office in Chicago.

Serge Stepansky, Senior Developer
Serge joins CosmoCom from Veraz Networks, where he was Senior Software Engineer for this leading global provider of softswitch-based, toll-quality packet telephony solutions. He received his M.Sc. in Computer Science from the Open University of Israel.

TRADESHOW NEWS: COMING ATTRACTIONS

	Salesforce.com Partner Events CosmoCom will be demonstrating CosmoCall Universe at the following Salesforce.com customer events in December: Paris December 14, 2004 19:00 - 22:00 Salons Etoile Wagram 16 Avenue de Wagram 75008, Paris London December 16, 2004 18:00 - 21:00 Oxo Tower, 2nd Floor Tower Wharf, Barge House St Southbank, London
	RECORDED WEBINARS
	Hosted Contact Centers Driving New Revenues for Outsourced Providers   Took place November 10, 2004 Find out more and view recording
	Meeting the Telecom Customer Care Challenge  Reducing Costs and Enhancing Service with the  IP-Based Virtual Call Center  Took place June 17, 2004 Find out more and view recording
	Why Contact Center On-Demand? The Bright Future of a New Service Delivery Model  Took Place April 14, 2004 Find out more and view recording