Netonomy and CosmoCom partner to deliver end-to-end customer care for wireless communications service providers

Integration of MyNetonomy Web-Based Self-Service Solution and CosmoCall Universe Call Center Platform Enables Customers to Manage their own Mobile Accounts Online, and Instantly Access Call Center Agents

Boston/Paris – July 9, 2001 -- Netonomy, the global leader in e-Care and e-Commerce solutions for wireless communications service providers, and CosmoCom, the leading provider of new generation call center platforms, have signed a worldwide partnership agreement to deliver improved end-to-end customer care solutions designed specifically for the communications industry. The integration of the MyNetonomy™ customer managed relationship (CMR) solution with CosmoCall UniverseÔ , the leading all-IP call center platform, will enable communications service providers to offer improved customer care to their subscribers. The integrated solutions will enable customers to manage their own accounts online, and instantly access a call center agent on demand.

The combination of MyNetonomy and CosmoCom offers multiple touch points in a single cohesive solution, giving customers a more comprehensive service option: the MyNetonomy personalised self-service e-channel as well as the CosmoCall live and message based human interaction facility. Subscribers can use the MyNetonomy e-Care and e-Commerce portal to change their rate plans, buy new services, view and pay their bills or report problems online.

Customers can access a help button on the MyNetonomy self-service portal, via CosmoCall Universe software, which will enable them immediately and directly to contact a call center agent. Using the integrated solution, customers can now choose between self-service account management via MyNetonomy or moving seamlessly to a call center operative for a chat, voice over IP (VoIP) or multi-media session via the CosmoCall Universe software. Netonomy and CosmoCom improve the customer service experience, resulting in greater customer retention and reduced call center management costs for the wireless communications service provider. The MyNetonomy generated customer portal is accessible via any commercially available communications device such as PCs, PDAs, WAP enabled mobile phones, Interactive TV or standard voice phones via IVR.

"Netonomy and CosmoCom are now giving communications service providers the ability to provide their subscribers with the best of all worlds – self-service customer care with the option to interact with call center operatives," commented John Hughes, Netonomy’s co-founder and executive vice-president of business development and marketing. "Netonomy is moving the customer service concept to one of CMR—the customer managed relationship, where the customer is king,".

"In an increasingly competitive environment, the more customer touch points a communications service provider can offer, the better the service will be," said Meir Yaniv, Senior Vice President International, of CosmoCom. "This is particularly relevant in the 3G environment, where the number of customer interactions will increase dramatically, requiring a mix of self-service with a seamless transition to a call center agent where appropriate. The combination of MyNetonomy’s self service functionality with CosmoCom’s call center facilities offers flexibility and choice to the customer, while driving down costs for the service provider."

About CosmoCom
CosmoCom, Inc., is the leading provider of new generation call center platforms. Its unified, all-IP product, CosmoCall Universeä , 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. Headquartered in Melville, New York, with offices and distribution partners throughout the world, CosmoCom has received an array of industry awards. 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 about CosmoCom, please visit www.cosmocom.com

About Netonomy
Netonomy is the global leader in self-service e-Care and e-Commerce solutions for the wireless communications industry. Netonomy enables communications service providers to achieve excellence in customer service by creating the customer-managed relationship (CMR), in which subscribers have a 360-degree view of their accounts. The MyNetonomy CMR solution, built specifically for the global communications market, allows customers themselves to activate subscriptions, buy new services, resolve problems and manage bills online. MyNetonomy enables service providers to improve profitability, while removing deployment risk through proven 3-month implementations. With dual headquarters in Boston and Paris, and sales offices in London, Madrid, Rotterdam and Stockholm, Netonomy partners with industry-leading management consultancies and application software vendors to produce complete solutions for the communications sector. For more information, please visit www.netonomy.com

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