MELVILLE, N.Y. & HAMBURG, Germany, Sep 28, 2000 (BUSINESS WIRE) -- CosmoCom, Inc., the leader in IP contact center technology, announced today that appello, a full service provider in the area of technical support, has gone live with CosmoCom's flagship product CosmoCall Universe.

CosmoCom's eCustomer communication platform, CosmoCall Universe, is the essential eCare technology. The system connects eBusinesses and their customers worldwide in multimedia sessions via the Internet and the telephone, and also manages email and voice mail messages, all in a single unified platform. Live online customer care is the next major Internet trend, and CosmoCall Universe supports it with an IP-based contact center architecture designed for high capacity, high availability operation, and global distribution. This award-winning system surpasses all existing call center technology in capacity, availability, and scope with revolutionary next-generation architechture. 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.

Peter Eck, Manager Channel Development, CosmoCom GmbH, said: "Customers today are looking for ways to differentiate their service offerings. CosmoCall Universe provides the platform for customer service centers to provide instant on-line help, including telephone, voice and video over the Internet, keyboard chat, interactive voice response, email, voice mail and fax. Communicating live with a customer support representative, using all the communication channels offered by CosmoCall Universe, improves productivity and the quality of service provided to the customer. A company's web site is one of the many ways a customer contacts a business and, as such, requires the quality customer service that must apply across all the contact points and all of the media the customer uses. We hear this demand repeatedly throughout the major organizations in Germany and Central Europe."

"appello is using CosmoCall Universe to provide services to companies that run technical support centers," explained Carsten Esch, appello's founder and CEO. "appello has the option of outsourcing these services for clients or selling the complete CosmoCom system. This outstanding interaction center software allows customer service representatives to be located anywhere, and supports high capacity and high availability for the mission critical applications of large scale eBusiness."

The announcement of appello's installation coincides with CosmoCom's announcement of the opening of its new Germany office, located in Frankfurt. "Part of our purpose in opening the office in Frankfurt is our effort to develop closer relationships with our customers, prospects, and partners," stated CosmoCom Chairman, President and CEO, Ari Sonesh. "We have increased our presence in Europe during the past two years, with additional offices in France and the UK."

About appello GmbH:

appello GmbH (http://www.appello.de/) is a national provider of Full Service Technical Support. Founded in 2000, Appello staffs a 65-seat, 730 square meter communications center in Hamburg that provides technical support services to technical and industrial markets. Its reference customers include major worldwide providers of electronics, optical and technical equipment. The expertise of appello's staff is focused on (digital) photography, consumer electronics, semiconductors, software and hardware. The combination of the company's state of the art equipment and their multilingual technicians and engineers form the foundation of appello's offering to its customers.

About CosmoCom, Inc.

CosmoCom, Inc. (/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 Front & Sullivan.

CONTACT:           CosmoCom GmbH
                   Central Europe Region
                   Peter Eck, +49 (0) 1 805 267 662
                   +49 (0) 1 805 COSMOCom
                   - or -
                   CosmoCom US
                   Sperling Greene Associates (for CosmoCom)
                   Steven Greene, 212/967-8266
                   sgreene@sgapr.com

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KEYWORD:           NEW YORK GERMANY INTERNATIONAL EUROPE
INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS
                   E-COMMERCE
                   INTERNET
                   TELECOMMUNICATIONS
                   SOFTWARE