CosmoCom Enhances Unified Customer Communications Platform

Version 4.6 Improves Permission Profiles, Reporting, IP Centrex Integration, and NAT Traversal

MELVILLE, NY – September 11, 2006 – CosmoCom, the leader in Unified Customer Communications, today 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."

Building on the Microsoft Reporting Services (MSRS) platform introduced earlier this year, CosmoCom has also continued to improve reporting speed, enhance the contents of existing reports, create new standard reports, and improve the graphic and charting presentations in the reporting package.

"Contact centers live by their reports," said Sonesh. "Content improvements are always welcome, and speed improvements are perhaps even more welcome. Our customers were delighted with our recent steps in this area, and in 4.6 we continue to invest in reporting that is second to none in the industry."

V4.6 also includes enhancements to the platform's integration with IP Centrex. "Customers using IP Centrex phones in the call center want seamless interoperability, and as specialists in the hosted contact center, that's what we are providing," Sonesh said. "For example, when there is a need to refuse an incoming call, the agent can just hit the "Do Not Disturb" button on the IP Centrex phone, and our system will pick that up and make the agent unavailable as if it had been done on our Agent client."

CosmoCom is also introducing a new proprietary NAT Traversal capability in V4.6. Boasting advantages over both UPNP and STUN, the new method is more universal and more secure than any other known approach. "CosmoCom is dedicated to making contact center agents completely location independent," said Sonesh. "This principle has to cover not only the physical location of the agent, but also the network location. Our new NAT Traversal brings the ‘agent anywhere' vision much closer to reality. Home NATs, hotel NATs, corporate NATs, are all traversed with our approach, with no compromise of security."

Because of widespread customer interest in the capabilities of V4.6, CosmoCom is including some of them in SP5 of V4.5 as well, a maintenance release also being announced today. SP5 will include the IP Centrex integration enhancements and the NAT Traversal capability. "The early customer response to this Service Pack has been overwhelmingly positive," said Sonesh. "Customers like the new features we are introducing, and love the support we are providing."

About CosmoCom
CosmoCom, the global leader in Unified Customer Communications, is revolutionizing the whole range of business/customer interactions, not just in formal call centers, but for all information workers. Its technology improves customer service and increases revenue while reducing cost by supporting many independent virtual contact centers on one all-IP platform that integrates easily with other VoIP network components and with the Information Technology environment. Organizations can obtain the full benefits of this technology by deploying it themselves or by working with a network service provider that hosts it on a dedicated or shared-platform basis. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. Its multi-tenant platform, CosmoCall Universe, is a Contact Center On-Demand (CCOD) system designed to unify all communication channels and all major contact center functions. CosmoCom customers include service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, VSNL, PLDT, Verizon Business, and many others, as well as Fortune-class enterprises throughout the world. For more information, please visit www.cosmocom.com.

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