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Kathy Salt
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CosmoCom Enhances British Tourist Authority’s Travel Website
with Interactive Chat Feature for Live Service

Connects www.TravelBritain.org visitors directly with BTA travel experts

MELVILLE, NY – July 31, 2002 – CosmoCom, Inc. today announced that the British Tourist Authority (BTA) has added a ‘Web chat’ feature to its travel website, providing online visitors with live, personalized customer service over the Internet. This expands BTA’s existing contact center, based on CosmoCall Universe, to include both phone and Web chat options. BTA aims to increase tourism from the U.S. to Britain through information and promotional offerings.

Traffic to BTA’s popular www.TravelBritain.org website has steadily increased, accounting now for more than 80 percent of all inquiries. This prompted the BTA to develop an interactive chat feature that delivers live customer service to its large base of Web customers.

"Person-to-person contact with our travel consultants has always been valued by Americans and it has helped BTA to better serve our customers," said Peter Rahaman, customer services director for BTA. "In order to maintain this personal touch while embracing new technology, BTA has transformed our call center into an interactive contact center with the CosmoCall Universe platform from CosmoCom."

Contact center solutions based on Internet Protocol (IP) technology are in growing demand as consumers increasingly utilize Internet resources to interact with companies. CosmoCall Universe is an all-IP contact center platform from CosmoCom that connects companies to their customers with multimedia, multi-channel options. BTA, for example, is taking advantage of the Internet keyboard chat feature. Other channels include telephone, voice and/or video over the Internet, IVR (Interactive Voice Response), SMS text messaging, email, voicemail and fax. CosmoCall Universe allows a company to develop a full-featured contact center where customers can interact with a business in their own preferred manner.

"With CosmoCall Universe and its Web Chat capability, BTA is able to reach a broad new audience of online visitors with live, personalized customer service," said Erik Laurence, vice president of marketing and business development for CosmoCom. "This illustrates the power of IP-based services. BTA can now further its mission to encourage tourism to the British Isles through in-depth information customized to each visitor’s individual request."

Live agents are available Monday through Friday from 9:00 am to 6:00 pm ET either via phone (1-800-462-2748) or the new Web chat option on the Website. A group of highly knowledgeable agents can answer questions and provide information on travel to Britain over the phone or through a simple online chat session.

About CosmoCom

CosmoCom is the leading provider of all-IP, universal access contact center platforms. CosmoCom’s flagship product, CosmoCall Universe™, is a carrier-class system providing true next generation capabilities for mission critical contact center applications. CosmoCall Universe supports multichannel customer interactions via telephone and Internet, live and message-based, fixed and wireless - in one high capacity, high availability, multi-tenant platform. CosmoCall Universe also enables service providers to offer network-based routing and pre-routing services to their contact center customers. Headquartered in Melville, New York, with offices and distribution partners throughout the world, CosmoCom has received an array of industry awards. For more information about CosmoCom, please visit www.cosmocom.com.

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CosmoCall Universe is a trademark of CosmoCom, Inc. Other companies and products mentioned herein are trademarks or registered trademarks of their respective trademark owners.