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Kathy Salt
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CosmoCom Ensures Full Compliance of CosmoDialer
with New California Regulations on Abandoned Call Rates

All-IP CosmoDialer surpasses legacy dialer capabilities to meet the nation’s most stringent standards for abandoned calls and deliver high productivity 

MELVILLE, NY – October 15, 2002 – CosmoCom, Inc., a leading provider of IP (Internet Protocol) based contact center solutions, today announced full compliance with strict new regulations in California for predictive dialing aimed at reducing abandoned call rates statewide. CosmoDialer, a next-generation all-IP predictive dialer and a component of the CosmoCall Universe contact center platform, significantly lowers nuisance calls to meet standards established by the new California requirements – a key benefit for contact center outsourcers in the outbound services market. Unlike legacy predictive dialers, CosmoDialer lowers the abandoned call rate while still maintaining high agent productivity using its unique pacing algorithm. Legacy dialers are not able to achieve such high agent utilization when operating under these strict requirements.

Abandoned calls occur in outbound telemarketing campaigns when a live customer answers a call, but an agent is not readily available or the predictive dialer disconnects before an agent can respond. Trade groups and legislators worldwide are increasingly pressuring the industry to lower the rate of abandoned calls. California has responded with new regulations established this summer by the California Public Utilities Commission to restrict the abandonment rate to three percent or less of all calls, with plans for further restrictions in early 2003. CosmoDialer meets these requirements and has ensured it can comply with even stricter regulations while still providing excellent agent productivity. In sharp contrast, legacy dialers can only achieve reasonable agent productivity rates by operating at very high abandoned calls rates. The new California regulations will not allow this method to enhance agent productivity.

"CosmoCom has anticipated the need to respond to increasingly strict requirements for outbound calling campaigns conducted by our call center outsourcer customers," said Steve Dellutri, CTO, CosmoCom. "CosmoDialer delivers predictive dialing services that keep the abandoned call rate low while simultaneously providing productivity gains unmatched by legacy dialers. It is a win-win situation for the industry and consumers alike."

CosmoDialer

CosmoDialer is an optional component to CosmoCall Universe 4.3, CosmoCom’s all-IP contact center platform. CosmoDialer provides the predictive dialing functionality in CosmoCall Universe’s IP-based Automatic Call Distributor (ACD) for a seamless soft-dial solution.

CosmoDialer is able to calculate dial rates that deliver both high agent productivity and the industry’s lowest abandoned call rates through dialing precision that only its next generation algorithm allows. By contrast, most legacy dialers are able to deliver one or the other.

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 outsourcers to offer mission critical contact center applications. CosmoCall Universe supports multi-channel 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.