Media Contact(s) for CosmoCom:
Kathy Salt
+1 631-940-4297
ksalt@enghouse.com

eDreams Transforms Online Travel Portal into Full-Service
Travel Contact Center with CosmoCall Universe

Allows portal users to book travel through a live agent on Italian and Spanish Websites

MELVILLE, NY – March 27, 2002 – CosmoCom, Inc., a leading provider of IP (Internet Protocol) based call center solutions, today announced that eDreams has developed a travel contact center based on CosmoCall Universe to complement its online travel Web portal. Introduced on eDreams’ Italian and Spanish Websites, the new contact center service allows eDreams users to research tour packages online and then book travel with a live agent.

"eDreams wanted to expand beyond self-service to offer our customers a direct channel with agents who can make their travel arrangements immediately. We were losing potential sales without the ability to respond in real-time. The new contact center allows us to capture more business for last-minute travel and impulse buys," said Filippo Onorato, Senior Director of System Integration for eDreams Europe. "CosmoCom’s open, all-IP technology gave us the flexibility to easily integrate to our back-end systems without having to spend a lot on high priced consulting and implementation services. Further, this prepares us to embrace new technologies in our contact center as they emerge to continually enhance our service."

eDreams is the leading travel Website in Italy and Spain and a leading site across Europe. eDreams offers the ability to book tour packages, flights, hotels, apartment rentals, villas or car rentals and provides information on travel destinations worldwide through a network of travel guides. If booked online, an agent will respond via email. The new contact center adds a new feature, allowing customers with more pressing needs to call a live travel agent and make immediate travel arrangements.

CosmoCall Universe, CosmoCom’s new generation, all-IP call center platform, powers the eDreams contact center. CosmoCall Universe connects businesses to their customers with multimedia, multi-channel options, including telephone, voice and video over the Internet, keyboard chat, IVR (Interactive Voice Response), voicemail and fax. Telephone calls to eDreams’ contact center are routed via Voice over IP (VoIP) gateways directly to an agent’s headset-equipped PC, eliminating the need for telephones and circuit switching equipment in the contact center.

eDreams plans to turn up Internet-based contact channels as well as emerging new media in the near future. CosmoCall Universe enables the unification of multiple channels and can give eDreams’ customers a choice in how they interact with agents or guides.

"CosmoCall Universe is a sound investment for contact centers, unifying both traditional and Internet-based channels onto a single, easily managed platform. With a simple PC and a headset, agents are able to handle all calls from any channel," said Erik Laurence, Vice President of Marketing and Business Development, CosmoCom. "Because it is an all-IP platform based on open and familiar computer standards, CosmoCall Universe gives small and medium sized call centers access to a degree of integration and interoperability typically only found in much larger deployments."

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 system providing true next generation capabilities for mission critical contact center applications. CosmoCall Universe supports multichannel customer interactions via telephone and Internet, live and message-based, fixed and wireless - in one high capacity, high availability, multi-tenant platform. CosmoCall Universe also enables service providers to offer network-based routing and pre-routing services to their contact center customers. Headquartered in Melville, New York, with offices and distribution partners throughout the world, CosmoCom has received an array of industry awards. For more information about CosmoCom, please visit www.cosmocom.com .

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CosmoCall Universe is a trademark of CosmoCom, Inc. Other companies and products mentioned herein are trademarks or registered trademarks of their respective trademark owners.