CosmoCom Powers UniContact from I-Contact Solutions; Unified Product Combines Contact Center and CRM

Business Wire, Oct 26, 2004

MELVILLE, N.Y. -- CosmoCom(TM) announced today that I-Contact Solutions, the leading system integrator for voice infrastructure and applications in the Asia Pacific region, is utilizing CosmoCall Universe(TM) as a primary component of UniContact(R), its new contact-center-in-a-box solution that combines customer interaction management (CIM) from CosmoCom with I-Contact's own customer relationship management (CRM) application. This all-in-one approach enables companies to bring customer care operations on line more rapidly, at lower costs, and with less effort than ever before.

UniContact features unified queuing and routing of all customer interaction types, including telephone, email, voice mail, and web chat/voice/video/collaboration. It also offers a CRM designed specifically for contact centers, and a built-in IVR that is pre-integrated with all other components. With all call types, agents are presented with screen pops of valuable customer data, which allows them to provide better service with shorter calls. The all-IP platform enables integration of back-end legacy applications without complex and costly CTI, and also facilitates the creation of a virtual call center, allowing organizations to manage multi-site operations as a single entity.

"The extensive growth of the contact center market in the Asia Pacific region is fueling the already significant demand for a multi-channel, end-to-end customer care solution that is easy and fast to deploy," stated Lionel Lan, I-Contact's General Manager. "UniContact was designed to deliver on all of these requirements, and the CosmoCall Universe platform enabled us to do so, since it was designed from the ground up as a multi-channel, universal access contact center. Its open architecture facilitated the integration with our CRM application."

"The trend toward the all-in-one contact center solution is strong and growing, and CosmoCom's technology has long been a major enabler of these solutions," said Ari Sonesh, CosmoCom's CEO. "We are pleased and proud that I-Contact chose our platform as a cornerstone of their pre-integrated solution, and we are confident that UniContact will be a great success."

About CosmoCom

CosmoCom provides an all-IP, universal access contact center system that is the platform of choice for more top tier network service providers worldwide than any other product of its kind. Its flagship product, CosmoCall Universe, is a unified contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording, and administrative tools. It is a high capacity, high availability, multi-tenant platform that supports multi-channel contacts including telephone, email, voice mail, and web chat/voice/video/collaboration. Network service providers use CosmoCall Universe to offer hosted Contact Center On-Demand services to their clients. CosmoCom also provides premise-based systems for enterprises both directly and through a network of VARs and system integrators, and best-of-breed technology used by OEMs in their own complete contact center and customer relationship management solutions. CosmoCom customers include BT, Cable & Wireless, Deutsche Telekom, ePLDT, France Telecom, KT, NTT, Japan Telecom, Eagle IP, and VSNL. Headquartered in Melville, New York, CosmoCom has received more than 50 industry awards, and was recently ranked for the second year in a row by Deloitte as the region's fastest growing technology company. For more information, please visit www.cosmocom.com.

About I-Contact Solution Pte Ltd

Based in Singapore, I-Contact Solutions Pte Ltd (I-Contact), a subsidiary of LanTroVision Ltd, a public company listed on the Singapore Stock Exchange, is the leading system integrator for voice infrastructure and applications in the Asia Pacific region. With the rapid expansion of CRM, call center applications and converged voice-data infrastructure in the region, I-Contact aims to provide customers with a one-stop shop for cost-effective and state-of-the-art telecommunications solutions that exceed customer requirements while accommodating for future business needs. The company has established a major presence in the Asia Pacific region, maintaining offices in Singapore, the Philippines, Malaysia, China, Thailand, Hong Kong, Korea, Japan, and Taiwan. For more information, visit www.i-contact.com.sg.