COSMOCOM ANNOUNCES UNIFRAME OFFERING AND
WINS THE TMC TECHNOLOGY PIONEER AWARD WITH MICROSOFT

UniFrame Dramatically Simplifies System Integration for Complex Call Centers

In early May, CosmoCom proudly announced the availability of UniFrame, an integrated combination of CosmoCom's flagship product CosmoCall Universe, and Microsoft's Customer Care Framework (CCF). CosmoCom also announced that Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine (www.cismag.com) has named CosmoCom and Microsoft as the recipients of a 2005 IP Contact Center Technology Pioneer Award for the UniFrame offering. 

UniFrame represents a dramatic step forward in the unification of contact center technology. Every contact center today includes two main components -- a communication platform and an information platform. Unification, both within the many elements of each of these platforms and between these two main components, is much needed to reduce the high cost and high risk associated with call center projects, and UniFrame is a giant step in the right direction.

CosmoCall Universe is an all-IP platform whose hallmark has always been the unification of the Communication platform including the ACD, CTI, IVR, Agent Desktop, Recording, and Reporting functions across all media and all channels. Microsoft Customer Care Framework creates an agile information integration and presentation framework that allows contact center agents to access service configuration and billing information in highly flexible and effective ways, no matter where and how that information is maintained.

By integrating these two components to create UniFrame, CosmoCom has enabled a real quantum leap in the contact center today - one that can gracefully take its place in the most complex information application environments and dramatically improve the time and cost picture of contact center implementation and ongoing operation. 

• Find out more about CCF at http://www.microsoft.com/ccf including the UniFrame brochure
• You can also read the CosmoCom Uniframe press release or the Microsoft CCF release
• The IP Contact Center Technology Pioneer Award highlights can be seen in the March 2005 issue of Customer Interaction Solutions magazine.

AT SECA SHOW IN PARIS, IT'S "COSMOCOM ON ALL FRONTS"

Bravo to the French Team!

By Meir Yaniv, SVP Market Development - The annual SeCA show, probably the most important Call Center show in Europe, was held this year from April 12 - 14 in Paris. CosmoCom technology has been displayed in this show for several years, but as a major Call Center magazine in France stated, this year it was "CosmoCom on all fronts."

The host country's biggest Telecom Company, France Telecom (FT), participated in the show of course! Their main demonstration was Contact Multicanal, the Contact Center service offering based upon CosmoCom technology. FT told me they were very pleased with the turnout and the number and quality of the leads.

For British Telecom (BT), exhibiting products and services using CosmoCall Universe at SeCA has become routine. This year was no exception as both the MCC (Multimedia Contact Center) platform and Contact Central were featured. As always, the BT booth was very busy and their customer events well attended.

For the second year in a row, PhoneControl demonstrated CosmoCall Universe functionality servicing off-shore outsourcers…and, for the second year in the row, it raised lots of interest…and deals were sealed on the exhibition floor!

Finally, this year two new CosmoCom partners joined the "all fronts" effort. Overlap, a major outsourcer, demonstrated, in cooperation with Microsoft, integration between CosmoCall Universe and MSCRM. Akio, a local manufacturer of advanced mail management systems, also demonstrated integration with CosmoCall Universe.

With so many diverse partners and demonstrations, no wonder CosmoCom was the "talk of the Show". A great success for our French sales team: Herve DeDreuille, Dominique Francois, Ludovic Guelblum, Remy Marceron, Iraj Rezaian. BRAVO!

 COSMOCOM EARNS THE LISA!

CosmoCall Universe the "2005 Top Software Winner"

CosmoCom was honored on the evening of May 4th with the LISA award from LISTNet. LISTNet is the Long Island Software and Technology Network, and LISA, the Long Island Software Award, recognizes excellence in a wide range of software products developed on Long Island.

LISTNet was founded in 1997, and has grown into a powerful force in the Long Island community with over 1,000 members. Just 23 companies were honored with LISA awards this year, and CosmoCom is proud to be one of them.

The purpose of LISTNet is to stimulate creative interaction among people engaged in software development on Long Island, toward the end of building a strong economic base for technology companies in the Long Island region. As a successful and growing global software company that was founded on Long Island in 1997, and maintains its world headquarters here, CosmoCom is a prime example of the kind of regional development that LISTNet seeks to foster. CosmoCom appreciates the recognition this award represents. We hope and expect that our continued success and growth will be contributing to Long Island's standing as a technology development center for many years to come.

COSMOCALL UNIVERSE 4.5 GOES GA!

Stay tuned for the press release detailing all the exciting new Product features …

VIEWS FROM THE CORNER OFFICE…

By Ari Sonesh, CEO - In January I wrote about the explosive growth that our industry and CosmoCom is poised to experience, and promised to keep you updated about the "News from the Tornado…"

For starters, CosmoCom Q1 results exceeded the plan. We have added 12 new customers, the largest with almost 500 seats. But what's an even more significant indicator of The Tornado is the fact that in the first 2 weeks of Q2, we have already booked 70% of the quarter's target. Actually, we believe that we may finish Q2 at nearly twice the target.

So just where is this fast growth coming from? The answer lies in our witnessing an absolute explosion in the markets that require hosted and virtual call center solutions. Within these markets we work with 3 major, distinctive customer types: 

• Service Providers that build multi-tenant hosted platforms to create hosted call center services on demand. The service is targeted to medium-size business and to mid-size applications in the large enterprise markets. These users are generally interested in outsourcing their technology management. 
• Enterprises that prefer to build their own self hosted, multi-tenant platform to implement multiple virtual call center applications in a cost effective approach. In this category, we see customers from several verticals, most notably telecoms. 
• Tele-Services and Business Process Outsourcers (BPO). The technology enables these businesses to add customers in a fast and cost effective way, while sharing the resources of the platform among multiple accounts.

There is palpable excitement within the industry as we watch the explosive growth of these markets, and major analysts' forecasts and reports validate a dramatic upward spiral...The Tornado is rapidly gaining strength and velocity!

On a personal note, I would like to take this opportunity to thank our customers for both endorsing the technology and for so willingly providing us with their references. I also want to congratulate our dedicated employees on a great quarter, and for a job well done!

Keep watching for more News From the Tornado ….

COSMOCOM LAUNCHES ECOCOSM CONSULTANT PROGRAM

Now that multi-media has become the norm in contact center, and with contact centers themselves being virtualized through on-demand delivery, CosmoCom has initiated a program to reach out to contact center consultants worldwide. The program’s aim is to equip top notch consulting professionals with the tools they’ll need to make educated evaluations and recommendations of CosmoCall Universe-based solutions to their clients. The program costs nothing to join, and the benefits are numerous:

• Participate in periodic webinars to learn the ins and outs of why CosmoCom’s all-IP CosmoCall Universe is making life easier and less expensive for companies just like your clients 
• Gain access to CosmoCom’s EcoCosm ExtraNet designed expressly for you
• Receive regular news briefs with unique call center stories that will be relevant and of interest to your clients 
• Gain access to our account teams when you need help with a client opportunity
• Get referrals from CosmoCom to clients seeking consulting services 
• Participate in our annual CosmoWorld user forum at a discounted rate
• Communicate your status to your clients with logos, press releases and other marketing materials 
• Gain access to advanced technical seminars, training and complete product documentation

If you are a call center consultant and would like to learn more, please see our CosmoCom EcoCosm Consultants page. Or if you know a call center consultant that could benefit from this program, please pass this invitation on to them to join our program

 BITS & PIECES: SOME VOIP FACTOIDS

"The global service provider voice over Internet protocol (VoIP) gateway market at $165.3 million in 2003 is expected to reach $985.7 million in the year 2009. The market is anticipated to grow at a steady positive rate over the years. The growth is brought by replacement of digital proprietary voice switching systems with systems that do manage to put voice over the Internet reliably and clearly." ~ Global Information Inc, January 2005

"The mainstream adoption of offshoring from the USA and UK lies just around the corner. This means a further expansion of the call center markets of India and the Philippines, with almost a quarter of a million new agent positions being added through to 2009." ~ Datamonitor, April 2005

The rapid adoption of Voice over IP (VoIP) is killing off traditional telephony, with 50% of small- to mid-sized enterprises expected to rely on VoIP by 2008, according to a new study by Info-Tech Research. "Companies like Nortel and Avaya are aggressively introducing new VoIP products to the SME market. It may be too late," research analyst George Goodall said in a statement. "They're racing against a group of young companies with products that specifically address the infrastructure limitations of SMEs. These products aren't just scaled down version of large-enterprise systems. Potentially, they're category killers." Read more at InformationWeek. 

More than 100,000 U.S. workers now field customer service calls from home, according to a recent report by consulting firm IDC. During the next two years, one of every 10 U.S. call centers is likely to shift at least partly to home-based agents, according to another report by consultant Gartner Inc.

The telecom world's mass migration to VoIP is underway, says In-Stat. The market research firm reports that the next four years will mark the ramp-up period for consumer and small business VoIP. It adds that migration to VoIP will peak between 2010 and 2014, although the exact timing is largely dependent on carriers' strategies for migrating to the Next-Generation Network (NGN). In-Stat notes that carriers worldwide are developing migration strategies that include network optimization, next-generation overlays and PSTN replacement. The firm has concluded that as VoIP competition and demand increases over the next five years, incumbent carriers will increasingly opt for PSTN replacement to lower operating costs.

North American VoIP service revenue topped $1.3 billion in 2004 and will likely skyrocket 1,431 percent to $19.9 billion in 2009, reports Infonetics Research. The market research firm also predicts that the number of North American residential/SOHO VoIP subscribers will climb from 1.1 million in 2004 to 20.8 million in 2008. Meanwhile, Infonetics forecasts that business-hosted VoIP service revenue will exceed that of managed IP PBX services by 2006, as thousands of small and midsized businesses adopt hosted offerings. While VoIP revenue is soaring, the overall market remains very small. According to Infonetics, VoIP services revenue represented less than 1 percent of total wireline carrier revenue in North America in 2004. Read more on Infonetics' VoIP research. 

WHO'S TALKING? (SOME RECENT INK)

The value of hosted call center applications was recently discussed in an interview with Coreen Bailor of CRM Magazine. CosmoCom EVP, Steve Kowarsky said, "there's an ROI that you can calculate, and that ROI has to deal with lowering your capital costs and lowering your ongoing operating costs. You don't need as many IT people for the care and feeding of the system. Going to a hosted model is one very good way to virtualize your entire call center operation, and once you've virtualized you have gained in both efficiency and flexibility."

You can view the full article on the DestinationCRM web site. 

TRADESHOW NEWS: COMING ATTRACTIONS

	Free Partner Seminar Contact Center VoIP May 10th el hotel Confortel Pío XI Av. Pío XII, 77 - Madrid Spain Suricata y CosmoCom les invitan a asistir al seminario gratuito sobre Contact Center VoIP
	SICCAM May 12th to 14th Hyatt Regency Hotel Casablance, Morocco CosmoCom will be with partner PhoneControl
	SPEAKING ENGAGEMENT Speech World/IP Contact Center Summit May 24-26, 2005 Westin Park Central Dallas, TX USA http://www.tmcnet.com/speech-world Presenter: Mark Lepko, CosmoCom VP Sales, the Americas Topic: IP Breathes New Life info the Virtual Contact Center (CCT-01)  When: Tuesday, May 24, 9:00 - 10:00am ----- Topic: Establishing Internet Telephony/VoIP to Developing Countries (CCS-04)  When: Tuesday, May 24, 1:30 - 2:30 pm  ----- Panel: IP Contact Center Shoot-Out When: Wednesday, May 25, 2:00 - 3:45pm
	Exploring New Frontier: NG Service Provider Solutions Microsoft and Datacraft Joint Service Provider Seminar May 31, 2005 Grand Hyatt Hong Kong Hong Kong Presenter: Rayman Wong, Regional Director of Asia Topic: SP Contact Center Solutions - Does it make dollar and sense?   When: Tuesday, May 31, 1:30 - 2:15 pm
	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