FutureCall Expands CosmoCom-Based Contact Center

Next Generation Technology Allows Outsourcer to Comply
with New FTC Regulations

MELVILLE, NY – July 28, 2003 – CosmoCom announced today that it has implemented a major expansion order from FutureCall. The expansion will allow FutureCall to comply with new Federal Trade Commission regulations, and includes hundreds of additional agent positions, as well as new functionality for the existing seats. FutureCall is now set to become the largest installation to date of CosmoCom’s predictive dialing package, CosmoDialer, which enables outbound operators to comply with the strict new FTC regulations limiting abandoned calls while maintaining high agent productivity.

FutureCall operates as a multi-location virtual contact center using the all-IP CosmoCall Universe platform, which allows agents to be located anywhere. With CosmoCall Universe, FutureCall is able to handle both traditional telephone and emerging web and email contact types for the customers they serve, in one unified system. The platform’s multi-CRM feature lets FutureCall agents serve multiple clients with the relevant CRM application for each client automatically invoked by the incoming call.

"Teleservices outsourcing is no longer just about answering phone calls," said Brent J. Welch, President and CEO for FutureCall. "We not only need to deal with all the new contact types, but also have to handle complex outbound campaigns. And we need to do it all with a much higher level of integration into our clients’ back-end systems. CosmoCom’s technology has really given us an edge on our competition here. In addition, the ability to locate agents anywhere gives us more flexibility and efficiency in staffing."

"FutureCall’s decision to upgrade and expand their CosmoCall Universe system demonstrates the important role of IP technology in the contact center industry," said Ari Sonesh, CEO for CosmoCom. "Some of the things FutureCall is doing simply cannot be done with traditional technology. We appreciate their leadership in teleservices outsourcing, and we are pleased and proud to be a part of their technology base."

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 FutureCall
FutureCall LLC is a nationwide contact services provider headquartered in Colorado Springs, CO. The company provides customer acquisition and care services to Fortune 500 customers primarily in the financial and telecommunication markets. It employs over 1,300 customer service representatives in its four contact center facilities across the U.S. For additional information, visit www.futurecall.com.

FutureCall Expands CosmoCom-Based Contact Center

Next Generation Technology Allows Outsourcer to Comply with New FTC Regulations

Next Generation Technology Allows Outsourcer to Comply
with New FTC Regulations