Trade-Van Implements CosmoCom Contact Center

Multimedia IP Technology Enhances International Trade Applications

MELVILLE, NY – June 17, 2003 – CosmoCom, a leading provider of IP-based contact center solutions, today announced that Trade-Van Information Services of Taiwan has implemented a multimedia contact center using its CosmoCall Universe product. An outstanding example of e-government, the contact center is used to provide customs clearance, tax calculation and payment, insurance, and finance services, and as the help desk for Trade-Van’s online services.

Trade-Van, a private company that grew out of a task force created by Taiwan’s Ministry of Finance, is guided by a broad vision of eCommerce facilitating international trade. Having a complete contact center that includes Internet-based customer interaction for its web self-service enhances Trade-Van’s competitive position.

"CosmoCom’s open, all-IP technology gave us the flexibility to easily integrate our contact center with the same back-end systems that power our web services, without spending a lot on consultants," said Jill S Cho, Senior Manager of Trade-Van’s Contact Center Department. "The CosmoCom IP-based solution also facilitates our use of agents located in multiple sites or even at home, with complete central control. This gives us the workforce management flexibility we need," Cho continued, "and the ability to provide uninterrupted customer service in challenging situations like SARS."

"By selecting CosmoCom for our contact center platform, our service center was transformed from a traditional phone-only operation to a multi-media, multi-channel services center," said Ellen Lin, Chief Supervisor of Trade-Van’s Contact Center Department. "While we currently use remote home agents as for emergency preparedness, we are planning to integrate home agents into our core operation in early 2004," Lin Continued. "This plan will not only lower the our operating costs, but will also result in a higher level of customer service."

"Trade-Van is a great example of two global trends: privatization and electronic government," commented Steve Kowarsky, CosmoCom’s EVP. Behind this trend is the principle that governments can view their relationships with citizens, taxpayers, and businesses the way companies view their relationships with customers. We at CosmoCom are pleased and proud that our technology is facilitating these important and positive trends in operations such as Trade-Van."

About CosmoCom
CosmoCom is the leading provider of all-IP, universal access customer interaction management (CIM) platforms. CosmoCall Universe™ supports multi-channel contacts including telephone, web chat, web voice, web video, web collaboration, email and voicemail in one high capacity, high availability, multi-tenant platform. CosmoCall Universe is a complete, unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and a complement of powerful management applications. Network Service Providers use CosmoCall Universe to offer hosted Contact Center On-Demand™ solutions to their end user customers. CosmoCom also provides best-of-breed CIM components, including IP ACD and IP IVR for OEMs to build pre-integrated customer interaction and relationship management (CIRM) systems. CosmoCom technology is available worldwide through CosmoCom’s OEM and Network Service Provider partners, including BT, Cable & Wireless, France Telecom, KT, NTT, PLDT, Rockwell FirstPoint Contact and TeliaSonera. Headquartered in Melville, New York, CosmoCom has received an array of industry awards and was recently ranked by Deloitte and Touche as Long Island’s fastest growing company. For more information about CosmoCom, please visit www.cosmocom.com.

About Trade-Van
Trade-Van is owned by Taiwan's Ministry of Finance and eight leading corporations. Almost all customs clearance in Taiwan goes through the network. Trade-Van links all the main organizations involved in international trade in Taiwan, including customs, brokers, government agencies, forwarders, warehouses, logistics companies, importers / exporters and banks. In addition to electronic customs clearance, Trade-Van provides customers with a range of web-based e-commerce, land information, insurance, finance, tax-filing and logistics services. For further information about Trade-Van, please visit www.tradevan.com.tw/97English/Index.htm.