HighSpeed Office Launches Online Customer Service Portal Powered by CosmoCom

CosmoCall Universe enables live, interactive service over the Internet

MELVILLE, NY – August 27, 2002 – CosmoCom, Inc. today announced that HighSpeed Office, a high-speed broadband service provider for businesses, has expanded its Customer Service Center (CSC) to include an interactive Online Portal. Based on CosmoCall Universe, the CSC now enables live, Internet-based customer service from the HighSpeed Office support team in addition to instant access to service details, live service statistics and invoice information.

HighSpeed Office provides high-speed broadband services to businesses across the U.K. through agreements with leading property owners. This allows HighSpeed Office to offer voice and data services, including Internet access, email, firewall and virtual private network (VPN), telephony and data storage. The addition of the Online Portal brings new online service options to HighSpeed Office customers, including the ability to connect with a HighSpeed Office support representative live via the Internet.

"The ability to help our customers configure, troubleshoot or optimize their systems online is a great time saver and provides the efficient service our customers need," said Ian Sexton, Chief Operating Officer for HighSpeed Office. "This collaborative approach is much easier than asking customers over the phone to pull down menus, click obscure buttons and read back intricate data. It removes the frustrating guess work and greatly enhances customers satisfaction, providing a clear differentiation for HighSpeed Office."

The Online Portal provides options for contacting HighSpeed Office support staff. For immediate needs, customers can initiative a live ‘Web call’ using Internet chat, Voice or Video over the Internet. Alternately, customers can send a request for a call back from a HighSpeed Office agent via telephone. Customers may also send an email message to the support team for matters that are less urgent. Currently the Online Portal provides live service during normal business hours, Monday through Friday from 8:00 am to 6:00 pm GMT. HighSpeed Office will upgrade to 24/7 service within the next few months.

CRM-enabled Contact Center

The HighSpeed Office CSC and its Online Portal are based on CosmoCall Universe 4, CosmoCom’s all-IP platform that connects businesses to their customers with multi-media, multi-channel options. CosmoCall Universe allows customers to interact with a business in their own preferred manner, via telephone, voice and video over Internet, keyboard chat, SMS text messaging, IVR (Interactive Voice Response), voicemail, and fax. The Online Portal takes advantage of Web chat, voice and video over the Internet and can route telephone calls to the most appropriate HighSpeed Office resource.

CosmoCom and HighSpeed Office have tightly integrated Customer Relationship Management (CRM) applications from Onyx with the CSC. The CRM capabilities provide HighSpeed Office agents with access to a customer’s details and basic reason for calling prior to answering the call. This saves time for the customers and agent, greatly improving customer service.

"HighSpeed Office is directly challenging the industry perception of customer care from network service providers through innovative solutions that provide live and intuitive customer service over the Internet," said Chris Butcher, Sales and Marketing Director at CosmoCom. "HighSpeed Office is truly visionary in its approach to customer service, using IP as an enabler to provide immediate and efficient support. HighSpeed Office is taking full advantage of the CosmoCall Universe platform to create competitive advantage for itself and its customers."

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.

About HighSpeed Office
HighSpeed Office is a customer service focused, integrated communications provider bringing managed voice, Internet, video and data solutions to business customers in UK metropolitan markets. Working in partnership with property owners, HighSpeed Office installs and operates next-generation networks, to provide simple and convenient bundled best-of-breed telecom services to the tenants. HighSpeed Office is able to offer tenants a competitively priced, high-bandwidth, single-source solution, together with a commitment to provide industry-leading customer service. HighSpeed Office delivers high quality, high availability, secure and scaleable, advanced telecommunications solutions. For more information about HighSpeed Office, please visit www.highspeedoffice.net.

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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.