British Telecom Selects CosmoCall Universe for Contact Central

New All-in-One Customer Care Product Features Seamless Integration of CosmoCom’s Universal Access Platform and Siebel’s CRM

Melville, N.Y., November 14, 2001 – CosmoCom, the leading provider of universal access contact center technology, today announced that British Telecommunications (BT) is using CosmoCall Universe as a primary component of its new Contact Central product. This pre-integrated solution has two major elements: a "Contact Platform," based on CosmoCall Universe, and a "CRM Platform," based on Siebel’s E-Business 2000. BT launched the solution today in the UK, and is aggressively marketing it throughout the UK via its BT Retail sales force of 6,000.

Contact Central provides unified queuing and routing of telephone calls, web chats, web voice, e-mail and voice mail, and enables multi-location operations with remote and home agents. Contact Central’s all-in-one pre-packaged approach minimizes the need for complex and costly CTI projects. Coining the slogan "Live in Five," BT uses Contact Central to implement in a few days what would require months of work with traditional technology.

"CosmoCom’s open architecture made it the ideal selection for the ACD and IVR component of Contact Central," states Paul White, Product Manager for BT Contact Central. "With CosmoCall Universe, we were able to provide a very robust integration with the other components of Contact Central. This gives small and medium sized companies access to a degree of interoperability between ACD, IVR and CRM that would otherwise be available only from high-priced systems integrators."

"This is one of those rare product introductions that genuinely advances an art," said Ari Sonesh, CEO of CosmoCom, "and we are certainly pleased and proud to be a part of it. With Contact Central, BT is taking full advantage of both our technology vision of an open, universal access platform for a new generation of call centers, and our business philosophy of creating win-win partnering relationships. BT has actually done what so many players have only talked about, and has positioned itself to benefit greatly from what we and many observers believe is one of the most important trends in this industry."

We are clearly noticing a greater desire for total solutions from businesses of all sizes as they seek to implement contact center solutions quickly and easily, " said Frost and Sullivan's Alpa Shah. "In the past, this kind of integration could only be achieved by means of custom CTI projects undertaken by costly consultants. The pre-integration approach of BT's Contact Central goes a long way to make the all-in-one approach a cost-effective reality, allowing companies to focus more on their core competencies and less on the intricacies of contact center infrastructure."

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 ACD with an open architecture well suited to integration with other solutions. 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. 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. To experience a live CosmoCall now, please click on www.cosmocom.com/demo.htm. For more information about Contact Central, please visit www.contactcentral.co.uk.