Press Release - Brightware

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CosmoCom and Brightware Form Global Alliance to Deliver State-of-the-Art eCustomer Interaction Solutions

Unified IP Platform Combined with eCustomer Assistance Software Provides Businesses with Improved Efficiencies and Enhanced Email Capabilities

MELVILLE, N.Y. and NOVATO, CA., August 30, 2000 - CosmoCom, Inc., the leader in unified contact center technology, and Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced a global alliance that will provide businesses with state-of-the-art eCustomer multimedia communication solutions. The alliance leverages CosmoCom’s patented IP-based contact center platform, CosmoCall Universe, with the Contact Center, Email and Live Assistance components of the Brightware 2000 product suite. In the combined system, Brightware’s software will provide automated answers and suggested responses for email and chat inquiries while CosmoCom’s platform will provide advanced queuing and routing for live and message-based human interactions.

By integrating CosmoCall Universe and the Brightware product suite, the two companies will provide a solution for maximum productivity in customer care centers. The Brightware solution enhances efficiency with its unique, integrated Email and Live Assistance products - which preprocess all incoming email and chat inquiries, and automatically composes a suitable, personalized response. The system then returns the reply to the sender or, when the complexity of the message requires a human response,

routes the suggested responses automatically to CosmoCall agents for processing along with voice calls and other multimedia contacts. With the combined system, eBusinesses have a single, integrated desktop and an eCustomer Assistance platform for all customer communications.

“We are excited about this cooperation with Brightware, a company widely recognized as a customer interaction center technology and market leader,” said Steve Kowarsky, CosmoCom Executive Vice President. “This global alliance creates new opportunities for both companies in the Americas, Europe, and the Pacific Rim.”

“The synergy of CosmoCom’s solution with the Brightware 2000 product suite could not be better,” said Chris Erickson, President and CEO of Brightware. “The combined offerings provide an extremely powerful customer interaction solution that offers the highest levels of functionality, flexibility and scalability. With this partnership, CosmoCom and Brightware are continuing to break new ground and enhance ways that eBusinesses can serve their eCustomers by connecting the web with their contact centers’ infrastructures.”

CosmoCom’s eCare Customer Interaction Management (CIM) platform, CosmoCall Universe, connects both traditional and e-businesses with their global customers in live multimedia sessions over a unified IP platform that provides a multimedia queuing engine for telephone and voicemail, Internet chat, voice and video, and e-mail. The pure IP-ACD (automatic call distributor) technology frees companies from the costly circuit-switched telephone equipment and computer telephony integration (CTI) middleware typical of call centers today.

Providing reliable customer care on a large scale is a major focus for ebusiness, and the CosmoCall Universe contact center architecture is designed for high capacity, high availability operation and global distribution. The award-winning system surpasses all existing call center technologies in capacity, availability, and scope with its revolutionary next-generation architecture. The only truly unified contact center technology available today, CosmoCall Universe is both an end-user solution and an ASP-proven platform for service providers.

The Brightware 2000 product suite uses its knowledge about each inquiry, customer history and customizable business rules to ensure eCustomers receive an exceptional experience with responses to each of their inquiries in a timely and appropriate manner across all communication touch points. By providing CSRs with complete and up-to-date eCustomer information, suggested responses to incoming inquiries, access to alternative response templates and an intuitive desktop that improves their productivity, Brightware helps ensure superior eCustomer Assistance.

About Brightware

Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at http://www.brightware.com/ or call (800) 532-2890.

About CosmoCom, Inc.

CosmoCom, Inc. (http://www.cosmocom.com/), the industry leader in unified contact center technology, enhances Customer Relationship Management for both eBusiness and the traditional brick-and-mortar enterprise with CosmoCall Universe, a patented, IP-enabled platform that supports human interaction - both live and message-based - throughout the business transaction cycle. Headquartered in Melville, New York, with offices throughout North America and Europe, CosmoCom has received an array of awards for its next-generation eCare technology and holds a 50% share of the United States IP-ACD market - twice the market share of its nearest competitor - according to a spring, 2000 report by international marketing consultants Frost & Sullivan.

All referenced product names are trademarks of their respective companies.

Editorial Contact:
Jennifer Donovan
The Horn Group
415-905-4029
jdonovan@horngroup.com

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