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Press Release

CosmoCom Releases CosmoCall Universe Version 4

Includes Many Enhancements Targeted at Service Providers

CHICAGO--(BUSINESS WIRE)--Aug. 2, 2001--CosmoCom (booth #557), the leading provider of new generation universal access call center platforms, today announced the release of Version 4 of its award-winning call center software, CosmoCall Universe(TM).

Based entirely upon the IP protocol, CosmoCall Universe connects businesses and their customers worldwide in multimedia, multi-channel call centers that include telephone, voice and video over the Internet, keyboard chat, IVR, e-mail, voice mail, and fax.

Significant enhancements found in CosmoCall Universe 4 include tenant self-administration, GUI-based call flow design, direct connectivity to next gen VoIP networks, multimedia recording, streamlined CRM integration, and improved integration with legacy and multi-site environments.

``CosmoCom continues to address and anticipate customer requirements with CosmoCall Universe version 4, offering new and improved functionality for service providers and their customers,'' said Steve Kowarsky, Executive Vice President of CosmoCom. ``The innovations found in version 4 will provide our customers with the technology needed to offer the most cost efficient multimedia call center solution available today.''

    Tenant Self Administration

    Universe 4 adds tenant self-administration (TSA) capabilities to
    CosmoCall Universe's existing multi-tenancy features. TSA benefits
    tenants by providing them with administration and reporting
    capabilities needed for effective control and management of their
    operations. This eliminates their reliance on the service provider
    for routine administrative functions such as adding agents,
    changing call routing, and producing reports. These same features
    make CosmoCall Universe an even more profitable offering for
    service providers by eliminating their day-to-day involvement with
    their customers' operations. System partitioning features assure
    tenants that their operations will be secure and isolated from
    other system tenants. A single system is scalable to 1000 tenants.

    GUI-Based Call Flow Design

    CosmoDesigner, new with Universe 4, is a graphical tool for call
    flow generation that does not require programming for the creation
    and modification of call flows, including IVR Scripting
    components. CosmoDesigner is browser-based, enabling the ability
    to securely modify call flows from any PC connected to the
    Internet.

    Direct Connection to Next Gen VoIP Networks

    Universe 4 introduces a new system component, the VoIP Connection
    Server (VCS), that enables connectivity to any standard VoIP
    gateway, in-network or on-premise, which converts inbound
    telephone calls into VoIP sessions for delivery to a CosmoCall
    Universe agent. The VCS also handles outbound calls by taking
    advantage of existing network gateways, reducing telephony costs
    by keeping calls on the IP network until reaching the gateway
    closest to the call's endpoint. The VCS supports voice call
    functions including call control, IVR, and voice message
    recording.

    Multimedia Recording

    CosmoCom's newly introduced CosmoCorder provides multimedia,
    multi-channel recordings of agent-caller interactions. CosmoCorder
    records voice, chat, and e-mail sessions, and includes a database
    searchable by parameters such as agent, time frame and call type.
    CosmoCorder includes a browser-based client for administrative
    personnel to review the captured sessions.

    Streamlined CRM Integration

    CosmoCom introduces CosmoConnector, an out-of-the-box integration
    enabler for packaging CosmoCall Universe with leading CRM
    applications such as Siebel and Onyx. CosmoConnector now makes it
    possible to integrate CosmoCall Universe to a leading CRM package
    only by supplying a handful of parameters using a wizard-based
    setup tool. This simplicity offers significant time, cost and
    complexity savings versus a traditional consultant integration
    project.

    Integration with Legacy Call Centers

    Universe 4 includes new capabilities to provide a seamless
    transition from circuit to new generation call centers. These
    enhancements allow new media types (i.e., chat, e-mail, VoIP and
    video) to be added to existing call centers while making use of
    the existing ACD infrastructure to deliver telephone calls.
    Universe's universal queuing and routing engine allows efficient
    blending of new media types with telephone calls. Flexible audio
    delivery features means that calls can be delivered to agents, on
    an agent-by-agent selectable basis, via the legacy ACD, via a
    dedicated IP phone or the agent's PC-based softphone. This enables
    a smooth transition to new gen technology while providing built-in
    fallback to support the process.

    Multi-Site Unification

    CosmoCall Universe's universal queuing and routing engine can also
    be used to unify several legacy and/or new generation call centers
    across multiple sites. All agents, both circuit-based and new gen,
    regardless of location, become part of the CosmoCall Universe
    system. This approach, called the Seamless Enterprise Hybrid
    Call-Center (SEHC-C) provides inherent load-balancing that enables
    multi-site functionality superior to that provided by Intelligent
    Call Routing (ICR) middleware products. With SEHC-C, all media
    calls (not just telephone calls) are routed to the best agent
    across all centers--instead of being routed to a local ACD for
    additional queuing and routing. Calls are distributed more
    efficiently because queues provide single-stage routing directly
    to agents, rather than two-stage routing, first to the call
    center, and then to the agents.

    About CosmoCom, Inc.

    CosmoCom, Inc., is the leading provider of new generation call
center platforms. Its unified, all-IP product, CosmoCall Universe(TM),
is a carrier-class system for service providers and large scale
corporate users that supports multimedia customer interactions via all
channels - telephone and internet, live and message-based, fixed and
wireless - in one high capacity, high availability, multi-tenant
platform. Market analysts Frost and Sullivan recently reported that
CosmoCom's large and growing installed base represents a 50% share of
the US IP-ACD market. For more information please visit
http://www.cosmocom.com/.

     CosmoCom, Inc.
     Michael Finnegan, 631/940-4310
     mfinnegan@cosmocom.com