Preliminary Proposal to

Electric Telecommunication Company (ETC), Vietnam

IP Based Contact Centre
March, 2004
Presented by Rayman Wong Regional Sales Director CosmoCom Asia Ltd. + Proposed by Raymond Cheung Vice President, Sales Unitech Computer Systems Ltd.

Unitech Computer Systems Ltd. 4606-10, 46/F., China Resources Building, 26 Harbour Road, Wanchai, Hong Kong Tel.:852-2786-9228 Fax:852-2307-2280 Proposal Ref.: ETC_CC_01032004v1

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Executive Summary..................................................................................................................... 3 1.1 CosmoCom, Inc................................................................................................................... 3 1.2 Overview of the Eelectric Telecom Contact Centre Project....................................................... 5 1.3 Proposed Solution Overview ................................................................................................. 6 2 CosmoCall Universe: A New Solution to an Old Problem.................................................................. 7 2.1 Business Opportunity in Call Centre Services.......................................................................... 8 2.2 ETCs Problems and the CosmoCom Solution ....................................................................... 12 2.3 Significant specific questions, often worth asking CC vendors:............................................... 12 3 CosmoCall Universe - The New Generation Call Centre Platform ................................................. 15 3.1 Solution Overview ............................................................................................................. 15 3.2 Technology Overview ........................................................................................................ 17 4 CosmoCall A Solid Base Platform for Future Growth................................................................... 21 5 System Detail - Main Components and Functionality..................................................................... 22 5.1 ACD Server ....................................................................................................................... 22 5.2 Message Connection Server................................................................................................ 24 5.3 VoIP Connection Server ..................................................................................................... 25 5.4 Internet Connection Server ................................................................................................ 26 5.5 Agent Interaction Server .................................................................................................... 26 6 Agent Features and Functionality Overview ................................................................................. 27 6.1 One Interface for All Contacts ............................................................................................ 27 6.2 Virtual Call Centres and Remote Agents at No Additional Cost ............................................... 27 6.3 Easy Integration & Customization ....................................................................................... 27 6.4 Multiple Options for Telephone Call Delivery ........................................................................ 27 6.5 MultiLanguage Support ...................................................................................................... 27 6.6 Auto-Update for Agent Software ......................................................................................... 27 7 Web Caller Overview ................................................................................................................. 30 7.1 Because Web Self-Service Alone is Not Enough ................................................................. 30 8 Integrating the Agents Desktop Environment .............................................................................. 32 8.1 CosmoConnector Overview................................................................................................. 32 8.2 Pre-packaged Integrations with Industry-Leading CRM ......................................................... 32 9 Solution Delivery, Maintenance, Support and Training .................................................................. 34 9.1 Solution Delivery ............................................................................................................... 34 9.2 Implementation Support .................................................................................................... 35 9.3 System Support................................................................................................................. 37 9.4 CosmoCall - Agent, Supervisor, Administrator and Technical Training..................................... 39 10 Pricing...................................................................................................................................... 40 10.1 CosmoCom Software Licences ............................................................................................ 40 10.2 Supporting Hardware and Software..................................................................................... 42 10.3 Expanding the CosmoCall System ....................................................................................... 43 10.4 Quotation Detail and Additional CosmoCall Component Costs ................................................ 44 1

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1 Executive Summary
1.1 CosmoCom, Inc.
1.1.1 Company Overview
CosmoCom was founded in 1996 to create a new generation of call centre technology for a world in which the Internet and e-mail are at least as important as the telephone, and businesses want systems that are not simply integrated, but genuinely unified. Todays prevailing solution -- telephone switch-centric call centre architecture and complex array of adjunct systems -- is not well suited to address the changing communication environment. CosmoCom offers its unified, all-IP approach as a complete alternative to a traditional approach that has become impractically complex and prohibitively expensive.

1.1.2 Company Mission

The mission of CosmoCom is to become a global market leader in providing universal access call centre platforms.

1.1.3 Company Focus: Service Providers

The demand for call centres as a hosted service is growing, because the hosted paradigm enables businesses to rapidly deploy complete multimedia call centre technologies without the capital investment, custom System Integration, and complex CTI efforts of the traditional approach. CosmoCall Universe is the most "hostable" call centre platform available. Most call centres were designed for premises use and cannot be deployed as a network-based service in a simple and cost-effective way. CosmoCall Universe overcomes this limitation because its all-IP architecture makes call centre agents location-independent, and because its high capacity, high availability platform was designed in every way with service providers in mind.

1.1.4 Company Focus: OEMs

As a completely computer-based system, CosmoCall Universe features open, standards-based APIs for easy integration with best-of-breed CRM database, workforce management, and other related products to form a complete customer interaction solution. It is the ideal platform for OEMs wishing to create a universal access call-centre-in-a-box product offering.

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1.1.5 Significant Achievements

CosmoCom has achieved more than sixteen consecutive quarters of revenue and growth, and has more than 60 customers worldwide. CosmoCom has established a serious worldwide presence with offices in US, UK, Germany, France, Japan, and Hong Kong, and distribution partners in many other countries. CosmoCom has created productive partnerships with world-class organizations, including distribution partnerships with SAIC/Telcordia and Marconi, system integration partnerships with Cap Gemini Ernst & Young and Accenture, complementary product partnerships with Onyx and Siebel, and technology partnerships with Microsoft and Intel. CosmoCom has received numerous industry awards and was recognized as an industry leader in recent market studies from Frost and Sullivan, DataMonitor, Ovum and Gartner Group. Key Asia accounts include Korean Telecom, ChungHwa Telecom, PLDT in the Philippines, Japan Telecom, NTT Japan, Bank of China, China Trust Bank, Kunho Life Insurance. TradeVan - an eGovernment in Taiwan. In Europe, we have British Telecom, France Telecom, Fastweb A subsidiary of Telecom Italia, Cable & Wireless, High Speed Office, Link2, Ezeehelp and Port@l. TeliaSonera in Finland.

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1.2 Overview of the Electric Telecommunication Company (ETC) Contact Centre Project
ETC is seeking the right technology to implement a Contact Centre solution that would cover every provinces both servicing ETC's telecom customers and EVN's electricity customers. It is a requirement that, as well as being powerful, of high capacity and server-provider grade, the solution should be cost effective to both adopt and expand. Due to the distributed nature of the call centers requirement, and the needs for centralized administration and management. The challenges are to maintain the quality of service by utilizing the available agent resources from different locations and at the same time to overcome difficulties to integrate CTI functionalities for the distributed sites.

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1.3 Proposed Solution Overview

CosmoCall Universe is a complete virtual interaction centre system, which goes far beyond the capabilities of traditional call centre technology. Traditional call centres are based on circuit-switched Automatic Call Distributors (ACDs), and support only voice telephone calls. CosmoCall has all the capabilities of a modern telephone call centre. But as a multi-media, multi-channel interaction centre, CosmoCall supports not only voice telephone calls, but also live multi-media communication sessions via the Internet. It also manages and distributes not only live calls, but also messages, including voice, fax, and e-mail messages. As a virtual technology, CosmoCall supports remote agents and multiple site operation transparently via a managed IP WAN. Agents are location-independent, and multiple call centre sites can be managed as a single entity capable of distributing calls to any agent in any site or location. The following matrix shows the scope and completeness of CosmoCall Universe's capabilities, considered by type of session and type of connection:

CosmoCall Universe utilizes IP packet switching as a complete alternative to circuit switching, and is primarily a software solution, making maximum use of existing computer hardware and IP network infrastructure. CosmoCall does not require or assume the presence of a circuit switched ACD in order to provide a complete range of call centre services for Internet and Telephone callers. Universe agents use their computers as both information and communication appliances, and do not require separate telephones for call centre communication. However, when a circuit switched ACD is present, CosmoCall Universe functions as a seamless complement or adjunct to the existing technology. CosmoCall is rich in COM+ compliant Application Programming Interfaces (APIs) to provide integration with other applications. As a pure, computer-based technology, CosmoCall does not require either separate or embedded CTI Middleware for integration with other applications. All application integration is conducted using standard computer-to-computer methods. CosmoCom has built enterprise class capacity, reliability, and security into CosmoCall Universe technology. It is an available product, not a development project. CosmoCom is committed to the ongoing evolution of Universe and to the multimedia interaction centre market. Please see Section 10 for an indicative solution pricing summary.

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2 CosmoCall Universe: A New Solution to an Old Problem

The basic problem CosmoCom solves is an old one: how to connect customers to the right people, at the right time, in the right way - at the lowest possible cost. But CosmoCom solves this problem in a whole new way, with a new technology that integrates seamlessly with the new interactive sales environment to provide benefits that self-service alone cannot achieve. Many types of businesses use CosmoComs technology to: Expand access to customers on a global scale Increase revenue through effective selling, cross-selling, and up-selling Enhance the customer care experience and reduce customer churn Improve the productivity of customer service representatives Cut the cost and complexity of communication Reduce the cost of application development

CosmoCom delivers these benefits through CosmoCall Universe, a patented, all-IP, multimedia call centre platform that blends all forms of live and message-based communications - including traditional telephone calls - over a single IP connection. CosmoCall Universe is the most cost effective way to create and operate a complete customer care environment, one that includes a high level of integration with core business applications and with all the self-service elements of the total customer contact zone.

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2.1 Business Opportunity in Call Centre Services

Call centres worldwide spend over $20 billion on toll-free service alone (Ovum Research). Carriers are looking for high-value applications to create new revenue streams. By 2005, nearly 35% of all call centre agents worldwide will be using network-based call centre technologies-a perfect offering for carriers like you. And with the Internet's emergence as a channel for customers to get in touch with corporations, these corporations need a multi-channel, multimedia solution that expands beyond telephony to include chat, email, and VoIP for their complete contact centre needs. Over half a dozen of the world's largest telcos are CosmoCom customers todayusing the CosmoCall Universe platform to offer call centre services to their customers. CosmoCall Universe's all-IP platform is ideal for offering a complete network-based ACD service offering, as well as Intelligent Routing to distribute calls to Legacy ACD systems.

2.1.1 Contact Centre On-Demand

CosmoCom's CosmoCall Universe next generation call centre platform allows Service Providers (SPs) to offer the latest call centre services in a unique, highly flexible, and profitable way. Unlike conventional call centre offerings that require complex and expensive premise-based equipment, CosmoCall Universe is network-based by design and requires agents and supervisors to have nothing more than a PC, browser, a headset and a connection to an IP network. Using its patented, IP-based infrastructure, call centre agents, located anywhere, can interact with voice or message callers, regardless of whether those callers originated on the PSTN or an IP network. 2.1.1.1 Benefits for the Telco

Add High-Margin Services to Your Portfolio.

You're already generating revenue from inbound toll-free calls and related network services, but your profit margins are being squeezed. Take the next step and complete your offer with a fully hosted, multi-tenant, multi-channel call centre service. Profit from the projected growth of Network Based Contact Centre technologies, by adding high-value ACD services to your business mix.

Promote Customer Loyalty.

Preserve existing revenue base, or grow your revenue in new markets. Toll-free calling is a major source of revenue. Ensure that customers give you their toll-free calling business by providing an application that becomes embedded in their business process.

Generate revenue from Companion Products.

In addition to the toll-free offering, network operators can bundle other offeringssuch as managed IP connectivitywith the hosted call centre offering to generate additional revenue.

Excellent ROI!

The shared infrastructure and low operations costs of the network-based ACD service provides for a quick Return on Investmentless than 18 monthsand continues to generate cash flow long after the break-even point. Read a more detailed business case in "Why Network-Based Call Centres"

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2.1.1.2

Benefits for Telco Customers

Full Service Contact Centre from Day 1.

Provide your customers with this mission-critical business application that gets your customers to market FAST. Let customers make contact their waytraditional telephone calls with interactive voice response (IVR) sessions, voice and fax messages, live and e-mail sessions from the web, including keyboard chat, collaborative browsing, voice, and video--today.

Reduce Capital Expenditures.

Instead of large upfront purchases of capital equipment, customers pay for their contact centre services on a month-to-month basis, by the agent or by the services they use.

Focus on Core Business.

Clients can avoid the unnecessary complexity and IT support overhead associated with operating a contact centre platform, and focus on what they do best -- running their own business.

Manage Capacity Based on Need.

Calling volumes can change with the season, and it is hard to predict future needs. With NetworkBased Call Centre technology, customers can pay for the capacity they need--when they need it. Capacity can be added for marketing promotions, reduced when the off-season comes, and quickly expanded when business expands.

Fast, Low-cost Integration.

Simple APIs based on computing standards enable integrations with CRMs and other business applications at a fraction of the cost and effort of integration with traditional circuit ACD solutions.

Multiple Locations, One System.

CosmoCall Universe's all-IP solution means you can locate CSRs where convenientin multiple centres, or at homeand manage them all with one network, one set of business rules and one set of reports.

All-IP Architecture-One Connection, One Network.

CosmoCall Universe's all-IP internal architecture means that CSRs need nothing more than a single IP connection-even for traditional telephone calls!

2.1.2 Intelligent Routing for IP Networks

CosmoCom's CosmoCall Universe Next Generation Intelligent Network offering brings traditional Intelligent Routing features from the legacy circuit telephone networks into the domain of the IP telephone networks of today and tomorrow. 2.1.2.1 What is Intelligent Routing?

Intelligent routing distributes calls across multiple business locations and existing call centres. In a call centre environment, this is called "pre-routing", because there is typically an additional level of routing performed by a premises ACD. Essentially, there are two types of Intelligent Pre-routing static, and dynamic. Static Pre-routing has the advantage of adding value while requiring absolutely no change to an existing PBX or call centre operation. Dynamic Pre-routing particularly requires that the network routing engine have some information about the current state of the queues and agents at the premises call centre, which is updated dynamically at the network router.

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2.1.2.2

What Intelligent Routing Features does CosmoCall Universe Provide?

CosmoCall Universe provides a complete IP Network Interactive Voice Response system, combined with a broad range of Intelligent Routing features to meet and exceed the capabilities provided in today's Intelligent Networks. Static Pre-Routing Based on Time, Day of Week or Date Percentage Allocation Routing Origin Location-Dependent Routing Caller Menu Selection from IVR Caller Database Lookup Busy / No Answer Alternative Routing Emergency Condition Routing Dynamic Pre-Routing Route by Agent and Call Centre Status Find the Best Available Agent Across Many Sites 2.1.2.3 What's Unique About CosmoCom's Intelligent Network Offering?

The CosmoCall Universe NGIN offering works completely in the IP domain, making it the perfect solution for use with new IP-based public phone networks, commonly referred to as Next Generation Networks (NGNs). The CosmoCall Universe platform provides a technology solution ideally suited for the NGNs, including an XML-based Service Creation Environment and a pure IP-based IVR platform. By using state-ofthe-art technology and open standards, CosmoCall Universe brings the best of the Intelligent Network to the realm of IP. Pre-routing solutions enable NGN Service Providers to move out of the commodity voice transport business and into higher-value IN services. When combined with the cost benefits and locationindependent cost structure of IP telephony, NGIN services provide compelling reasons for customers to move onto the NGN.

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2.1.3 CosmoCom is the Platform for Telcos

2.1.3.1 Scalable High-Capacity, High-Availability Architecture. Provide the reliable carrier-grade service your customers demand. Near linear scaling to thousands of agents, telephone callers, Internet callers, and messages. 2.1.3.2 Multi-Tenant Call Centre Platform.

The CosmoCall Universe Multi-Tenancy features empower Service Providers to offer hosted call centre services economically and with minimum operational costs. Tenant Self-Administration makes managing hosted call centres easier and more cost effective for both Service Providers and their customers (tenants). Service Providers benefit by being able to offload the day-to-day activities of administering the call centre and Intelligent Routing to their tenants. This makes CosmoCall Universe even more profitable to Service Providers by enabling them to focus on their core network operations. Tenants benefit by gaining control and flexibility to manage their own operations. 2.1.3.3 Web-based Administration.

Web-based administration tools enable customer and telco operations personnel to manage the system from virtually anywhere. 2.1.3.4 Easy Implementation.

All-IP technology offers a standard, computer-based development environment with APIs that simplify system integration in even the most complex environments. No CTI Middleware is required. Pre-integrated solutions with industry-leading CRMs further reduce implementation headaches. Ideal for bundling with a variety of business applications. 2.1.3.5 Telco Experience.

CosmoCall Universe was built with carrier requirements in mind by experienced engineers who understand the demands of telco applications. To Learn more about our Executive Team, click here.

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2.2 ETCs Problems and the CosmoCom Solution

The CosmoCall Universe solution is a service-provider grade, highly scalable, fully redundant and very powerful Contact Centre platform designed primarily for Hosted, Network Based and Service Provider deployments. ETC currently face a difficult and demanding market, and are seeking new and innovative products that can provide additional revenue streams as well as ensuring customer retention remains high with possibilities of churn greatly reduced. A key area of customer demand, that will both enhance the ETC offering to current customers and also provide a killer app to attract new ones, is that of the network based Hosted Contact Centre. CosmoCom lead the market with its IP based Hosted Contact Centre solution, CosmoCall Universe. Already in use with many of the major telcos globally, the CosmoCom powered Contact Centre On-Demand service is proving to be a great success across the entire customer base (from small SMEs to large, multi-national enterprises) and providing a valuable sticky additional revenue. ETC require a class leading product, with the capability to start small and grow to massive proportions in line with customer demand. Additionally, it is very important that any adopted solution is based on a redundant, scalable and secure platform and allows for cost effective implementation and the addition of other value added services (such as Predictive Dialling and Contact Recording). The CosmoCom solution, CosmoCall Universe, has a very firm grounding in the Service Provider market space with the technical and commercial aspects of the product being entirely geared towards satisfying the demands of Service Providers such as those outlined above faced by ETC - as well as having many additional features that will help the world-class Telco implement and provide Hosted Contact Centre services quickly, easily and cost-effectively.

2.3 Significant specific questions, often worth asking CC vendors:

Does your vendor support all channels into the call centre in a unified fashion?
CosmoCall Universe provides a multimedia, multi-channel solution that includes telephone, voice and video over the Internet, web callback, keyboard chat, IVR, e-mail, voice mail, and fax. All calls, including messaging calls all with unified queuing, unified reporting, and a single set of business rules. And no complex integration is required.

Is your call centre platform compatible with both the circuit telephone network as well as the emerging IPBased Next Generation Networks?
CosmoComs technology is equally at home in a circuit-based network or an IP-based Next Generation Network. Customers can choose from a large list of pre-certified gateways from industry-leading vendors such as Cisco, Lucent Technologies, Sonus Networks, and VocalTec in order to interface to the circuit networks. The gateways can be dedicated to the CosmoCall Universe service, or shared among many services. When migrating from using the system in a circuit network to using it in an IP telephone network, all equipment is re-used as is nothing to discard.

Is your vendor locking you into non-commodity hardware?

CosmoComs pure-software architecture is totally hardware-neutral.

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Does the solution have the simplicity to support small and medium enterprises, as well as the feature richness and open interfaces required by large enterprises?
CosmoComs browser based graphical user interfaces make it simple for end users to do initial setup and day-to-day administration of their call centre with minimal training. The solution also has a rich set of features, such as unified multi-channel queuing, unified multi-channel real-time and historical reports, multi-channel recording, best-in-class predictive dialling, simple and sophisticated IVR creation with graphical drag-and-drop interface, advanced supervisory monitoring features, etc.

Does the product offer a complete solution for all of a call centre's needs?
There is no need to buy multiple point solutions from different vendors and integrate them together via CTI middleware and a costly professional services project. CosmoCall Universe's unified architecture includes IVR, ACD routing and queuing of all contact types, web co-browsing, multi-channel recording, reporting, and even outbound predictive dialing support. And since agents can work from anywhere and still be part of a single ACD system, there is no additional systems needed for remote agents, home agents, or satellite offices. In addition, CosmoComs Computer-toComputer Integration (CCI) replaces the need for any external CTI middleware.

Can the system be easily customized or integrated?

CosmoCom provides tools to develop various levels of customization and integration, including very tight integrations with third party applications. In addition, the Service Creation Environment can be extended by the system users to add new functionality, without having to wait for new features to roll out from CosmoCom. Due to the power of the CosmoConnector desktop integration tool, development effort for agent integrations is typically an order of magnitude less than that for traditional or competitive products.

Can your ACD solution also do intelligent routing to legacy circuit call centres?
CosmoCall Universes Next Generation Intelligent Network (NGIN) provides a complete IVR and pre-routing solution for routing calls across multiple legacy call centres. In addition, the platform provides the complete set of features needed to provide a comprehensive ACD solution to endusers.

How scalable is the platform?

CosmoCall Universe was architected from the ground up to be scalable to support the needs of very large enterprises and network service provider deployments.

How reliable is the platform?

The architecture of CosmoCall Universe was designed with the availability needs of enterprises and service providers in mind so that they will never experience downtime. All system components achieve redundancy either through N+1 load sharing (i.e., VCS, ICS, MCS, AIS) or via hot backup (i.e., ACD core servers). Our all-IP ACD is switchless in nature switching is inherent in the IP. This means that even in the unlikely event of failure of one of the two active halves of the core ACD server, calls in progress (both agent and IVR calls) remain in progress. Queuing and routing data is also preserved in this situation. Multi-site disaster recovery is also supported and has been implemented by some of our carrier customers. Furthermore, CosmoCom benefits from the inherent resiliency of IP between agents and servers. For more on this topic, please refer to CosmoComs white paper Business Continuity in the Call Centre: Why IP Can Be the Answer. Confidential Page 13 of 49 Proposal - ETC

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Is a single platform ready to operate in multiple countries, multiple languages, and multiple time zones simultaneously?
CosmoCall Universe has already been translated into 12 languages, including double-byte languages. New languages can be added by customers and partners without any program recompilation. The system even takes into account international dialing plans and time zone differences automatically, with no custom configuration.

Have you tested the product yourself?

There are lots of claims in the marketplace, but few products really deliver. Service Providers dont buy based on spec sheets and brochures. They buy based on extensive laboratory evaluation and field testing. This is why, at the end of the day, CosmoCall Universe is the product of choice for high-reliability, high-scalability, feature-rich demands of the service provider market.

Does the product allow me to use the same system to act as an internal Contact Centre solution, as well as providing an ASP Hosted Contact Centre service to other entities within my corporation, or to other enterprises or customers?
CosmoCall Universe's all-IP platform is ideal for network-based offerings. The platform can be subdivided to provide each tenant on the system the complete capabilities of their own virtual call centre, including IVR and ACD self-provisioning, reporting, and management tools. This enables IT departments to act as an internal service provider that can support multiple business units with one CosmoCall system, and still allow each business unit to manage its own virtual call centres - without the challenge of managing IT infrastructure. It also enables call centre outsourcers to offer new services to their customer base.

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3 CosmoCall Universe - The New Generation Call Centre Platform

3.1 Solution Overview
CosmoCall Universe is a new generation call centre technology that connects businesses and their customers worldwide in multimedia, multi-channel call centres that include telephone, voice and video over the Internet, keyboard chat, IVR, e-mail, voice mail, and fax. CosmoCom's totally IP-based, call centre software allows customer service representatives to be located anywhere, and supports high capacity and high availability for the mission critical applications of service providers and large-scale businesses.

3.1.1 Unifies All Customer Contact Options in a Single all-IP System

Telephone Calls with Interactive Voice Response and Live CSRs Computer Calls from the Web with Keyboard Chat, Joint Browsing, Voice, Video, and Collaboration E-Mail Messages Voice and Fax Messages Wireless Customers can contact you whenever and however they choose. Track and manage all customer interactions via all media in one system with universal queuing.

3.1.2 Live Internet Customer Care

Attracts and encourages customers to go where you most want them to go to the self-service environment of the Web by providing in-context live assistance available whenever they need it. Collaboration via the IP session brings fast solutions, making CSRs more productive and customers more satisfied.

3.1.3 Enhanced Productivity

Live customer service on the web motivates buying decisions, builds relationships and answers questions about products and services. CosmoCall Universe's multimedia connections enable CSRs and callers to "show and tell" with agent- and caller-led browsing, shared pointer and joint form filling providing a personal online experience for the customer and improving CSR sales and support effectiveness.

3.1.4 Telephone Callers Too

Callers can also reach the same CSRs by making an ordinary telephone call. CosmoCom's all-IP solution supports both Internet and Telephone callers. A PC with a headset is the only communication appliance CSRs need. Call delivery to an agent telephone is also available.

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3.1.5 Remote CSRs and Virtual Call Centres at No Cost

CosmoCall Universe enables CSRs to be located anywhere while still providing 100% feature functionality, including PSTN voice, enabling seamless call routing within global organizations. CosmoCall Universe's tenant self-administration enables easy management of virtual call centreswithout the overhead of a separate IT infrastructure. A PC connection to your managed IP network is all CSRs, supervisors, and administrators need.

3.1.6 Inherent CTI via APIs and ActiveX Components

Gather the caller's information from the IVR and website and present it in a screen pop to the CSR's desktop using straightforward COM+ compliant APIs. Forget about the cumbersome, costly CTI (Computer Telephony Integration) projects that traditional ACDs require.

3.1.7 Scalable, High-Capacity, High-Availability Technology

CosmoCall Universe provides high capacity, reliability, performance, and security. Software is licensed according to capacity. Add capacity via additional licenses at any time. Scale up to 8,000 CSRs, 50,000 simultaneous calls and messages, and 500,000 call arrivals per hour, with no single point of failure. Advanced Multimedia Call Centre Features Unlimited Queues and CSR Groups Skills- Based Routing Intelligent Priority Handling E-Mail Queuing and Routing Voice Message Queuing and Routing Interactive Voice Response Web Collaboration Remote Administration and Supervision Open Database Connectivity for Custom Reporting and Workforce Management Graphical Application Development Tools

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3.2 Technology Overview

CosmoCall Universe is a universal access contact centre platform designed for high capacity, high availability, and host-ability; and implemented on industry standard computing elements and Windows 2000 Server. The system is based on IP communication and open, standards-based interfaces. The software is written in C++ and is object-oriented. Inter-process communication enables a distributed architecture. Furthermore, Universe fully exploits the benefits of the Windows 2000 security model. The system architecture below provides an overview of CosmoCall Universe.

The system architecture illustrated above is colour-coded to identify three domains: purple, for the CosmoCall Universe servers; yellow, for the IP network and IP-connected caller and agent clients; and green, for the telephone network and telephone-connected callers and agent clients. On the left, we see the major types of caller clients. And on the right, we see the three optional configurations of the agent client.

3.2.1 Core ACD Server - A Universal Call Distributor

The Core ACD Server embodies the same kind of ACD intelligence that traditionally resides within a proprietary telephone switch. It is a full-featured, high capacity ACD, capable of managing thousands of agents, and of organizing calls into any number of queues. But in Universe, a "call" can be any type of contact request, a "queue" can contain any and all of these types, and an "agent" can receive and respond to any of them. Agents are organized into agent groups with customer-defined many-to-many relationships between queues and groups. In addition to these basic building blocks of queues and agent groups, the ACD supports skills-based routing and has an advanced priority feature that allows multiple priorities to exist within a single queue. The Universe ACD Server does everything traditional circuit-switched ACDs do and more, simply as an application server connected to the network.

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3.2.2 Agent Servers - Flexibility and Scalability

Agent Servers manage communication sessions with CosmoCall agents, providing virtually unlimited scalability, and complete flexibility for network architecture design. CosmoCall agents can be in any network domain. Communication between agents and the Agent Servers is encrypted for security.

3.2.3 Connection Servers - Flexibility and Scalability

Connection Servers manage communication sessions with callers, and also provide virtually unlimited scalability through simple addition. Each type of connection server manages a different type of call using the standard external interfaces that match the call type it is designed to support. This CosmoCall Universe platform is highly extensible - a new type of communication session can be implemented simply by creating a new Connection Server with the appropriate external interfaces.

3.2.4 Agent Types

CosmoCall Universe provides a solution for every environment by supporting three agent configurations. Selecting the agent configuration and changing it at any time is a simple one-click administrative selection.

PC Agent - Softphone
PC agents don't need telephones - they use their multimedia PCs, equipped with headsets, to answer telephone calls, web calls, voice messages, and e-mail messages. All switching is accomplished via the managed IP backbone. This single-appliance, single-connection solution is economical and provides the maximum in location-independence for the agent.

PC Agent - IP Phone
For users who prefer having a more traditional telephone-style appliance that is independent of the PC, the IP Phone agent is a good solution. Like PC agents, IP Phone agents work with a single IP connection. Their IP phones have separate IP addresses, and provide a communication path external to the PC.

Hybrid Agent
In situations of integration with existing telephony environments, the Hybrid (Circuit Phone) agent may be the preferred solution. In this configuration, CosmoCall agent client software runs on the agent's PC, but the system delivers telephone calls to the agent's telephone. Telephone calls pass through the IP domain and may be routed through the VoIP Gateway that is nearest to the agent's phone. In this way the system minimizes the additional cost of using the telephone network to deliver calls to remote agents.

Phone Agent
Agents are also supported in configurations without PC software. The PC is not required at all. The system will deliver calls to any telephone number. Telephone Agents log in and out of the system via IVR.

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3.2.5 Call Scenarios

Internet Call Scenario
A PC caller browsing the Web clicks on an icon backed by CosmoCall Universe technology and enters a HTML session with an Internet Connection Server (ICS). The ICS sends a call request to the ACD server via the IP network and the ACD server manages the call request as described above, eventually selecting a CSR to receive the call. The CSR's PC is running Universe Agent software. The ACD server communicates with the ICS and the CSR to set up a connection via the ICS between the caller and the CSR. The ICS mediates for the HTML-based keyboard chat and collaborative browsing, which works on any platform and through any firewall. For appropriately equipped callers, live voice and video communication is a direct IP-to-IP link between caller and CSR using H.323. The Universe ICS, AIS and Agent maintain a heartbeat status communication with the ACD Server, which acts as a connection manager, and not as a bottleneck for the digital communication dataflow.

Telephone Call Scenario

The telephone caller uses an ordinary telephone. The call is converted to a VoIP session by a standard VoIP gateway, and then answered by the VoIP Connection Server (VCS). This component provides the Interactive Voice Response (IVR) function for telephone callers. IVR applications are developed using standard scripting languages or with CosmoDesigner, a graphical application development tool. Like the ICS, the VCS sends a call request to the ACD Server. Telephone calls flow seamlessly through the same call centre processes that serve Internet calls. This technology supports a very high quality of voice communication so callers do not notice any difference between a conversation with a CosmoCall CSR and a call to an ordinary telephone-based CSR. As the call is delivered to the CSR's desktop, a screen pop presents information collected during the IVR session.

Message Call Scenario

Universe also provides automatic distribution of messages, including e-mail, voice messages, and fax. Automatic Message Distribution is accomplished using the same ACD intelligence applied to live calls. All queues are universal queues that can route any type of call or message to a single pool of CSRs. The Universe Message Connection Server (MCS) exposes an SMTP interface to receive messages, and sends routing requests to the ACD server like those from any other connection server. When the ACD selects the CSR, the MCS delivers a message rather than a live call. Email messages are acknowledged by an autoreply generated by the system.

3.2.6 Remote and Distributed Operation

One of the major benefits of Universe's all-IP technology: cost effective remote and distributed operation. At the beginning of any session, the Universe Agent software automatically communicates the current IP address (and, optionally, the telephone number) of the CSR.

3.2.7 Complete Location-Independence for Agents - at No Additional Cost

Universe frees call centres from their traditional physical constraints. A Universe Call Centre can have multiple physical locations, all of them managed as a single entity. A Universe Call Centre can even have no physical location at all - a truly virtual call centre. Agents can be anywhere they have access to a multimedia PC and a connection to the managed IP network. They can work at home or be located in different offices throughout the world. Confidential Page 19 of 49 Proposal - ETC

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3.2.8 Scalability
CosmoCall Universe scales from small workgroups to vast enterprises. Most circuit-switched call centre designs force customers to choose between a low capacity solution that cannot grow beyond a few dozen agents, and a high capacity solution that is cost prohibitive for less than a hundred or more agents. Because it is a software solution utilizing industry standard computer hardware, Universe does not need to cost-burden small implementations in order to provide capacity for future expansion. Universe provides a system that can start small and grow with an almost completely linear cost structure along the growth curve.

3.2.9 Carrier-Class Capacity, Reliability, and Security

Although Universe is cost effective in small configurations, an essential part of CosmoCom's mission is to provide solutions that fill the high-capacity/high-availability and security requirements of the mission-critical applications of world class companies. CosmoCall Universe is a carrier-class system for service providers and large scale corporate users that support multimedia customer interactions via all channels in one high capacity, high availability, multi-tenant platform. CosmoCall Universe readily delivers the capacity, reliability, and security carriers and large enterprises require. One ACD server can support up to 8,000 agents and 50,000 simultaneous connections. It is installed in a redundant configuration with the second server in standby mode to take over in the event of a loss of service on the first. Additionally, the connection servers are installed in an N+1 configuration, enabling ready failover in the event of a hardware or software failure, or loss of incoming trunk line. Finally, CosmoCom recognizes the importance of security and uses proven Windows 2000 authentication technology to provide for access through any configurable firewall port. Finally, CosmoCom recognizes the importance of security and uses proven Windows 2000 authentication technology to provide for access through any configurable firewall port.

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4 CosmoCall A Solid Base Platform for Future Growth

As an all IP, geographically independent, unified media platform, the CosmoCall system is ideal for introducing new and innovative business areas into the Contact Centre. Whilst by no means exhaustive, some of the areas of service advance made possible by this technology and architecture include: Handle calls from any media type. Agents can handle multiple calls from some media types such as web text-chat simultaneously. Increasing agent productivity, decreasing your costs but increasing your value. With CosmoCorder these calls can all be recorded irrespective of media used and utilised for agent training, Quality Assurance or auditing/security purposes. High capacity, short duration campaigns. With the flexible rental licence pricing available from CosmoCom, the Contact Centre can quickly grow by many hundreds of seats virtually overnight for a certain duration, and then reduce back down at the end of the campaign term with no penalty and no infrastructure burden. This is great for seasonal fluctuations, or even to cover emergency demands for very high numbers of agents. Location independent agents. Agents can be anywhere. Home based, remote locations, telecottages. Custom agent applications with bespoke contact platform integration. Take CTI to the next level and allow every agent desktop to integrate to different applications and perform different functions depending on business, agent, or even caller requirements.

And by complementing the CosmoCall platform with products or services from 3rd party suppliers or service providers, the following can be achieved very simply: Send and receive fax messages from the agent desktop (using CPE or network services from organisations such as http://www.efax.com or http://www.rightfax.com ). Faxes can be ACD routed to the agents, in the same manner as any other call. Send and receive SMS messages from the agents desktop (using CPE or network services available from SMS gateway vendors, such as http://www.wapmx.com or http://www.kapow.co.uk ) Agents using 3G mobile devices to be absolutely anywhere. At home, in the supermarket, on the beach, doing another job for most of the time. One day, all employees will be customer service agents

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5 System Detail - Main Components and Functionality

5.1 ACD Server
CosmoCall Universe lets businesses serve and manage both computer-based and telephone-based callers in a single integrated environment - all without any circuit-switching. Universe uses the switching capability inherent in its IP backbone network, and the intelligence for the automatic distribution resides in the ACD Server. The ACD (Automatic Call Distributor) Server, the core component of CosmoCall Universe, manages calls, queues, CSRs, agent groups, teams, skills, and priorities. This is a full-featured, high capacity ACD, capable of managing thousands of CSRs, and of organizing calls into any number of Queues. CSRs are organized into Agent Groups with customer-defined many-to-many relationships between Queues and Groups. Call Requests and Agents are complete and independent objects which are defined by attributes and properties which the ACD uses to determine queue configuration and processing.

5.1.1 Agent Profiles

ACD Server administration includes CSR profile configuration. Fields include: Name, User ID, Password, Agent Group, and Skills Possessed.

5.1.2 Queues- Based Routing

The Queue is CosmoCall Universe's basic call organizing unit. Call requests are organized into one or more Queues, where they are served by the next available agent. The name of a Queue is one of the attributes of a call request, and CosmoCall allows the administrator to define any number of queues.

5.1.3 Skills, Priority and QOS- Based Routing

Skills are an attribute of both call requests and a CosmoCall CSR profile. When a call that includes required skills reaches the front of the queue, it is assigned to the next available CSR who possesses the required skills. The Universe ACD Server features a highly configurable priority management algorithm. Call request priority is independent of both queue and skills. Higher priority requests move faster through their queue than lower priority requests. Any number of priorities may be defined.

5.1.4 High Capacity and Scalability:

In excess of 8,000 agents 50,000 simultaneous calls and messages 200 call arrivals per second High performance MS SQL Server database

5.1.5 Your Agents are Everywhere

Agents log in to the ACD Server to begin an Agent session. The ACD Server validates the login against the agent database and records the agent's IP address for easy tracking. Therefore, the physical location of an agent is not a significant factor. Agents are location-independent.

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5.1.6 Unlimited Agent Groups

ACD Server administration also includes definition of an unlimited number of Agent Groups.

5.1.7 Many-to-Many Queues to Groups

Any Agent Group can be linked to any number of Queues, and any Queue can be served by any number of Groups.

5.1.8 No Agent Available

When the ACD Server receives a call request, it checks to see that there is at least one agent logged in who is qualified by Queue links and Skills to serve the call. If not, the ACD Server responds to the call request with a user definable "no agent available" message.

5.1.9 Automatic Message Distribution

The ACD Server is capable of distributing messages as well as calls, routing them through the same mechanisms of Queue, Skills, and Priority.

5.1.10

Real-Time Statistics

The ACD Server displays a collection of real-time statistics about each Queue and each Agent Group.

5.1.11

Event Logging and Reporting

The ACD Server automatically creates a detailed, event-oriented database for calls and agent state changes. Data is stored in MS SQL-Server or any OLE-DB-compatible database. Standard reports are included, and the schema is open for use with any reporting tool.

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5.2 Message Connection Server

The CosmoCall Universe Message Connection Server (MCS) receives all types of incoming messages, including e-mail, voice massages and fax, and submits them for routing by the ACD Server's universal queues. Messages created through Web and IVR applications are routed according to the parameters set by those applications. Other incoming messages are routed by the default parameters of the mailboxes to which they are addressed, and optionally by tools that examine the subject and text, routing by keywords and other customized rules. Messages are delivered to CSRs in the same way as live calls, and administrators can set up the system to present the messages during slow-downs in live calls, improving CSR efficiency. Real-time reports, historical reports, warnings about missed service commitments, and other supervisory tools are available for messages in the same manner as for live calls. All Universe Automatic Distribution Features Blending of Live Calls and Messages Multiple Message Addresses Default Routing Parameters per Address Override Default Parameters per Message Scriptable Rules Auto-response Screen Pops with Messages Exchange Server-based Message Store Intelligent Reply-To Archived Replies Message Detail Records Unified Reports and Real Time Statistics

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5.3 VoIP Connection Server

The CosmoCall Universe VoIP Connection Server (VCS) enables CosmoCall Universe call centres to connect directly into next-generation VoIP Networks (NGNs). Enterprises can avoid the complexities and costs of configuring telephone connections to the premise, or on premiseinstead they can have all their contacts delivered over a single IP connection from the local service provider. And for service providers, the VCS makes it even easier to host call centre services that drive additional traffic through the network, and take advantage of the NGN infrastructure investment already made. CosmoCall Universe agents receive calls as VoIP using only one gateway port per call. VoIP gatewaysin the network or, if preferred, at the premise convert telephone calls into VoIP sessions for delivery to a CosmoCall Universe agent, mediated by the VCS. The CosmoCall Universe VoIP Connection Server (VCS) provides voice call functions including call control, IVR, and voice message recording. The VCS sets up inbound telephone calls originating on the PSTN as well as calls initiated directly from a caller on an IP network. The VCS also handles outbound calls, taking advantage of existing network gateway points of presence, and reducing telephony costs by keeping calls on the IP network as long as possible, hopping off the IP network at the gateway closest to the call endpoint. The VCS is important for service providers because it takes advantage of their existing NGN architecture, and makes CosmoCall Universe even more hostable. Enterprises also benefit from the VCS, because they can reduce their telephone costs by moving most of their inbound and outbound calls to lower cost IP network alternatives.

5.3.1 VCS for Enterprise Applications

Simplify installation and maintenance Reduce telephone costs

5.3.2 VCS for Service Providers

Enable profitable IVR/voice portal and call centre hosting Leverage existing VoIP gateway and network investment Drive VoIP network traffic and revenues Bundle call centre service and network access Provide inbound VoIP with only one gateway port needed per call Locate servers easily in your data centre with other, all software, non-circuit switched equipment Location appropriategateways in traditional CO and servers in data centres

5.3.3 NGN Connectivity

Interoperable with all standard VoIP gateways Supports H.323 and SIP Protocol Supports G.711, G.723.1 and G.729 Codecs

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5.3.4 Call Control and Routing

Least cost inbound and outbound routing Call restriction (e.g., block certain numbers, exchanges, international calls) Centralized point for incoming call data collection for routing and queuing Attended and unattended call transfer to anywhere in the network, or any external phone number Agent-to-agent dialing in IP network for agents in any location Agent-to-agent transfer across any locations, including screen pop

5.3.5 IVR
Announcements and prompts External database queries and response Collection of digits and strings of keyed-in information Routing based on ANI (CLID) and DNIS (DDI) digit collection Voice message routing and recording Rapid application development with CosmoDesigner Completely softwareno DSPs to integrate or inventory Multi-tenancy for hosted IVR and Voice Portals XML-based for secure data sharing across locations and applications

5.3.6 System Reporting, Management and Performance

Web-based administration 120 simultaneous voice and IVR calls per VCS High capacityscales, at relatively low cost, by addition of servers Centralized reporting statistics for all agents and centres, anywhere.

5.4 Internet Connection Server

Supports the connections from Internet caller for text chat, VoIP, video and other media via the Internet.

5.5 Agent Interaction Server

Facilitates the deployment of CSRs located remotely from CosmoCall Universe servers. Provides security and centralized functions for CSR setup and administration.

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6 Agent Features and Functionality Overview

The CosmoCall Universe CosmoAgent provides contact centre agents with a single interface for managing all customer interactions including telephone and Internet, live and message-based, fixed and wireless, inbound and outbound. A standard multimedia PC with a headset is the only appliance an agent needs. The use of a regular telephone or an IP phone is an easily configured option.

6.1 One Interface for All Contacts

CosmoAgents intuitive interface gracefully handles all types of customer interactions. Supported contact types include inbound telephone calls, outbound telephone calls (agent dialed, preview dialed, as well as predictive dialer generated), callbacks, Instant Messaging (IM) keyboard chat, web co-browsing and collaboration, web voice and video, e-mail messages, and voice and fax messages.

6.2 Virtual Call Centres and Remote Agents at No Additional Cost

Agents are location-independent, and calls may be transferred seamlessly between agents, regardless of their locations. All call-related information is automatically transferred with the call.

6.3 Easy Integration & Customization

CosmoConnector is a pre-packaged desktop integration for a number of complementary applications such as CRM and Knowledge-Base products. CosmoConnector unifies CosmoAgent functions and the CRM or other complementary applications functions in a single window on the agents desktop. CosmoAgent APIs facilitate easy integrations with applications that are not available in an off-the-shelf CosmoConnector. Furthermore, the flexible CosmoAgent interface is easily customized and branded for OEM applications.

6.4 Multiple Options for Telephone Call Delivery

Agents can use CosmoAgent as a PC-based soft phone for both telephone and Internet callers. Calls can also be delivered to any regular telephone via its phone number, or to any IP Phone via its IP address.

6.5 MultiLanguage Support

The CosmoAgent interface has been translated into over a dozen languages including languages that require double-byte support. Agents can select a language at login time. Additionally, all IM (keyboard chat) between agent and caller is in the language of the caller, even if the agents interface is in a different language. For example, an agent using French menus can have an IM conversation with a German caller in which both have all of the proper German characters. New CosmoAgent languages can be created and implemented in the field without software development.

6.6 Auto-Update for Agent Software

Software updates are automatically distributed to all agents using the auto-update feature. CosmoAgent client automatically detects when a new version is available, and the upgrade is accomplished with a single click of the mouse.

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1 - Ring Audible/Visual Agents get both an audible and visual indication of an incoming call. The telephone icon vibrates and the agent hears a customizable ring or zip tone in the headset. 2 - Call Transfer/Notification An agent can transfer a call to another agent, who gets audible and visual notification of the transfer, even when in another call. Calls can also be transferred to any telephone number. 3 - Hang-Up/Wrap-up Hanging up a call presents the agent with a customizable list of wrap-up codes that are tracked in standard reports. 4 - Collaborative Browsing Browser collaboration can be agent-led only, or shared control between agent and caller. Shared control mode supports two-way page pushing, as well as joint form filling and shared pointer. 5- Multimedia Conversations The agent has the ability to interact using live voice, video, and application sharing with Internet callers including the ability to add these media to an Instant Message call already in progress. 6 - Caller Info The interaction window displays the name of the caller and the call type before the call is answered. Additional information such as skills required, source URL, etc. may also be displayed. The displayed information can be customized on a per call basis. 7 - Flexible Dialing Outbound calls and transfers can be directly dialed using the dial pad or selected from recent calls, customizable speed dials, or a list of agents including current status. 8 - Instant Message / Keyboard Chat Spell-check, canned phrases, and complete format control for easy reading.

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9 - Screen Pop CosmoAgent exposes an API that facilitates integration with other applications on the agent's desktop for intelligent screen pops. CosmoConnector provides pre-packaged, single-window integrations with leading CRM applications. 10 - Canned Phrases Commonly used phrases and URLs can be stored for easy access during Instant Messaging sessions. Replaceable parameters allow auto-customization for each caller, such as automatically inserting a callers name in a chat message. An auto-complete feature allows the CSR to see and select from a list of phrases that match typed letters. Phrases and URLs can be linked to push both to a caller simultaneously via a single-click. 11 - Mic + Volume Sliders Adjust or mute the microphone or headset volume as needed. 12 - Available/Released A prominent icon clearly shows the agent's availability status. When going unavailable, agents choose from a customizable list of release code that track CSR activity.

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7 Web Caller Overview

WebCaller is the CosmoCall Universe interface used by customers requesting live contact from within a web site or network-based application. ** IMPORTANT** It is a pure thin client, requiring only an HTML browser - no download, no install, no Java. It works on any platform - PC, Mac, UNIX - regardless of firewall or other environmental restrictions. Virtually everyone who has access to the Web can use CosmoCall Universe for keyboard chat sessions and agent-led browsing. Many of our competitors use technologies that require a desktop download or install, or utilize non-standard communication ports, with the inherent firewall and security problems that they introduce. If a caller can see the Call Us button on your web site, then they can always start a web-chat session with your contact centre. Those equipped for H.323 can have full voice and video over IP.

7.1 Because Web Self-Service Alone is Not Enough

7.1.1 Turning Browsers Into Buyers
Many potential Web transactions simply never begin, and many others are abandoned in progress. With CosmoCall Universe, a simple mouse click connects shoppers with live customer service representatives (CSRs) in a multimedia sales and service environment. Live CSRs can help customers find what they are looking for, answer questions about products and services, and motivate buying decisions. In addition to the keyboard chat, voice, and video options, CosmoCall Universe's collaboration tools let CSRs "show and tell" via Co-Browsing, enhancing their ability to sell, cross-sell, and up-sell. The trend toward self-service on the Web is strong and growing. CosmoCall Universe supports and strengthens this trend by enabling merchants to provide their present and potential customers with the personal attention required to turn browsers into buyers.

7.1.2 Making the Help Desk more Helpful

With CosmoCall Universe, help desks can enhance the value of Web-based self-service by providing the option of live assistance within the Web site. If self-service doesn't solve the problem, users can establish a live multimedia connection to a help desk agent with a simple mouse click. Agents with CosmoCall Universe multimedia connections can see what the customer is seeing, and customers can immediately see the effects of a CSR's actions to correct errors and solve problems - all while discussing the problem and its resolution. CSRs can also lead callers to the specific information they need with Co-Browsing, or send an update file, install it, and test it with the user. The resulting increase in help desk agent productivity is the ultimate win-win, increasing the level of support customers receive while reducing the cost of providing that support.

7.1.3 Many ways to communicate

CosmoCall Universe provides a many ways for Web Callers to communicate with call centre agents, including simple keyboard chat Instant Messaging, voice, or voice & video all supplemented with collaboration capabilities including Co-Browsing and desktop sharing. For voice conversations, Web Callers can use their multimedia PC via the Internet, or a regular telephone via the callback feature. CSRs can work in the context of a traditional telephone ACD, or simply use the CosmoCall Universe system to handle telephone calls, without another telephone-based ACD.

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Both WebCallers and CSRs can use different combinations of devices to interact, depending on their capabilities and existing infrastructure. Interactions can be voice-only, but may include video and/or data collaboration.

Primary Communications Channels CosmoCall Universe provides a number of mechanisms that can be used for the Web Caller and the CSR to converse: Click-to-Call: WebCallers use their multimedia PC to talk to a CSR who is connected to a traditional telephone ACD on the Public Switched Telephone network, or the CSR can talk through a multimedia PC as well and the call can be routed totally over the IP Network. Click-to-CallBack: WebCallers request a CSR to call them back at a PSTN telephone, either immediately or at a scheduled time. Click-to-Chat: WebCallers request a check and complete text format control easy access during text chat sessions. caller. An auto-complete feature allows typed letters. CSR to have a text chat with them. The agent has spell for easy reading. Commonly used phrases can be stored for Replaceable parameters allow auto-customization for each the CSR to see and select from a list of phrases that match

Click-to-See: In addition to voice communications, Web Callers can have live video calls with CSRs. This can be limited to a one-way video feed, such as CSR sending video to the caller in order to provide a more personal touch to the transaction. Additionally, it can be a full two-way video session in cases where both parties are equipped with a video camera. Complementary Communications Channels CosmoCall Universe also supplies a number of complementary channels that can be used in conjunction with the primary communications channels: Screen Pop: Information about the WebCallers browsing session, such as the web page that the WebCaller was viewing and the contents of the Web Callers shopping cart, can be presented to the CSR at the same time that the call is delivered. In addition, the Web Caller identity can be used to retrieve other information about the caller from a Customer Relationship Management system. Co-Browse: CSRs and callers can enjoy jointly browse the web. Both the agent and the caller can push pages to each other. Frequently used URLs are available to the CSR for easy access. Commonly used URLs can be stored for easy access during co-browse sessions. Text chat phrases and URLs can be linked for one "push." Joint form filling: CSRs and callers can jointly complete forms on the web. Security features allow the system administrator to block selected fields (e.g. block an agent from seeing a credit card entry) and to block specific actions (e.g. prevent an agent from clicking on an button to confirm an orderit would be only possible for the caller to do so). Caller and Agent always see the exact same page, even if Cookies are used to create the page. Application-sharing and Desktop-sharing: CSRs can share applications and the full desktop. This powerful tool enables CSRs to remotely take remote control of a callers PC especially useful for IT and ISP help desk applications.

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Integrating the Agents Desktop Environment

8.1 CosmoConnector Overview

CosmoConnector is an out-of-the-box integration enabler for packaging CosmoCall Universe with leading CRM applications and other knowledge base products. CosmoConnector enables CosmoCall Universe and the third-party applications to be viewed and managed as a single application on the agent's desktop. CosmoConnector's rapid, robust integration capability is based on advanced CCI (Computer-to-Computer Integration) technology rather than Legacy CTI (Computer-Telephony Integration) technology. Legacy CTI technology is a complex, expensive and often proprietary technology that strives to integrate the disparate worlds of computing systems and telephone systems. By contrast, CCI is based on open standards, such as Microsoft COM objects and XML, which are easier to use and which are well understood by a great many programmers. For these reasons, CCI leads to integrations that, when compared with CTI, are quicker to implement, can be performed by a much larger pool of programmers, and are much easier and less costly to maintain.

8.2 Pre-packaged Integrations with Industry-Leading CRM

CosmoConnector comes complete with standard integrations for the leading CRM players. Configuring an integration using CosmoConnector is as easy as supplying a handful of parameters using a wizard-based setup tool. This simplicity offers significant time, cost and complexity savings versus a traditional custom integration project. The integrated solution maintains the complete functionality of both the CosmoCall Agent softphone and the integrated CRM package. CosmoConnector also allows configuration of multiple CRM applications if necessary. The CSR (Customer Service Representative) can switch among the applications by clicking on corresponding buttons within the CosmoConnector toolbar. During an incoming call to an integrated CosmoCall Universe-CRM system, the caller is identified based on information given during the call placement, such as the caller's telephone number or a customer ID collected in an IVR interaction. The CSR will then receive a screen pop of the call, which contains the caller's relevant record within the CRM system. All of this information is contained within a single application window. The fields within the CRM system are automatically populated with the caller's record if one exists. If no previous record exists, the agent can then choose to create one while in the call by populating the CRM fields. The next incoming call from that caller will then present that record upon receipt of the call.

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Rather than using multiple windows, CosmoConnector provides a clean, single-window integration of applications-as is shown below in this CosmoCall Universe-Siebel CRM integration example:

For customers having new or unique CRM applications, a new CosmoConnector integration with all of the functionality described above can be done quickly and inexpensively using CosmoCom's CCI technology.

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9 Solution Delivery, Maintenance, Support and Training

9.1 Solution Delivery
CosmoCom, as purely a software vendor, would typically supply the CosmoCall Universe solution in cooperation with a delivery/business partner. The delivery/business partner would be mutually agreed with the customer prior to order placement, and would provide hardware, operating system and other required base infrastructure as well as first and/or second line system support. In view of the status of ETC, we would like appoint Unitech Computer Ltd to act as delivery/business partner as well as 1st/2nd line support. The following relationship diagram:

ETC CC Service
Customer

CosmoCom
Software and Services Vendor

IT Department
Hardware and Services Supplier

XXXXX

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9.2 Implementation Support

Our Objective: To deliver carrier-grade and enterprise-class installation and implementation services that exceed our customer's expectations - on time, within budget, and with the highest degree of quality. Although CosmoCom frequently operate with solution delivery and System Integration partners, who will provide many of the services described in this section, we are often called upon either to assist our partners to deliver a system or, indeed, deliver a complete solution in the absence of a suitable 3rd party team. CosmoCom provides a suite of implementation services delivered by a dedicated staff of highly trained systems engineers focused on your technical and business requirements. These services are tailored to meet a variety of business needs and are provided through CosmoCom offices located throughout the world. A Comprehensive Program of Implementation Services. CosmoCom Implementation Services Program offers you a high-quality CosmoCall Universe system implementation while affording you the quickest possible time to market. Key Features of Our Implementation Services Program A highly trained, results-oriented staff versed in all phases of installing and deploying CosmoCall Universe with experience in a variety of horizontal and vertical markets. A Quick Start Program focused on the quick deployment of a project team and commencement of your project, allowing you to get up and running fast. A Project Life Cycle Methodology that is consistent with ISO 9001 standards and focused on achieving high-quality results. Flexible service options, ranging from basic installation and technical consultation services to full turnkey CosmoCall Universe system implementations.

Quick Start Program CosmoCom typically starts work on new projects within 5 business days of receipt of an order. A Full, ISO-Consistent, Project Lifecycle Our management team has developed a full project life-cycle methodology that is ISO 9001 oriented with a strong focus on the utilization of proven project management practices to ensure the highest quality results for your implementation. This methodology encompasses all phases of the CosmoCall Universe implementation including: requirements analysis statement of work generation project planning and scheduling design and test plan generation CosmoCall Universe product installation and certification application development verification/performance testing production rollout/deployment post production monitoring and evaluation.

Depending on the Implementation Service option you select, some or all of the above phases will be managed and implemented by your assigned CosmoCom Implementation team. To assure your satisfaction, we continually assess the project's progress via regularly scheduled conference calls with your staff as well as through separate CosmoCom internal management reviews.

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For details regarding our full project lifecycle implementation methodology, please refer to our guide entitled "The CosmoCom Implementation Process which may be obtained through your account representative. Flexible Service Options We offer a variety of implementation service options designed to meet the full range of customer needs. These provide a suite of services ranging from full turnkey system implementation to services designed to augment and complement your own staff. Available services include:

Full Turnkey Implementation - This option includes all phases of project planning and implementation, from project inception up to production rollout and post-production monitoring/support, including any custom application development work that may be required. Installation Services - CosmoCall Universe product installation includes basic telephony and web integration and post installation testing by an assigned CosmoCom project team. This option is often selected by customers and partners who intend to perform their own application development but desire assistance in getting started. Assigned (Priority) Systems Engineer - For those projects that are more dynamic in nature, the
services of a dedicated systems engineer may be retained in blocks of time up to 1,000 hours. This service simultaneously allows for the retention of a particular engineer familiar with the project while allowing for the expected variances in project workload that may be dictated by a rapidly changing business environment.

All projects are assigned a Project Manager and one or more Systems Engineers. To effectively support our worldwide client base, our project managers and technical engineers are located in CosmoCom offices throughout the world. Implementation Service Selection and Pricing Implementation Services are quoted on a time-and-expenses basis. For all services described in this section, our Sales and Engineering team will work with you to ensure that you select the service that best meets your business objectives. As part of this effort, CosmoCom will work with you to define and analyze your requirements generating a project-specific statement of work that outlines the specific tasks and responsibilities associated with the work to be performed. For the purposes of this preliminary proposal, it has been assumed that initial implementation would take something in the order of 10 man-days to complete. This would depend on the level of supporting infrastructure present or installed by the delivery partner, and further discussion concerning any required customer database integration with CosmoCall servers and agent desktops. The initial implementation phase would deliver a CosmoCall Universe solution, with all media channels enabled for 20 concurrently connected agents (given an 80:10:10 split across Telephony, Internet and Messaging channels). It would also include basic customisation of the system and and installation of our standard demonstration environment. Typically some administration and supervisor/agent training can also be included within this allotted time.

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9.3 System Support

CosmoCom anticipate the internal ETC IT team providing first level system support (ie agent desktop and basic operating system and hardware support). Second line support would typically be provided by the hardware vendor in the form of the identified delivery/business partner, though (based on the available level and suitability of internal resource) this could also be an internal ETC IT function. CosmoCom would expect any parties who are assuming 2nd level system support on the CosmoCall platform to have at least one member of staff who has completed the CosmoCom technical training course of a full two weeks duration. The standard 3rd line maintenance and support facilities offered by CosmoCom in return for the annual system software assurance charge are outlined as follows:

9.3.1 CosmoCom Global Technical Support Programme

CosmoCom's Support Program Objective: To provide world-class technical support designed to exceed your business and technical requirements. CosmoCom provides a suite of technical support services delivered by a dedicated staff of highly trained Technical Support Engineers focused on your needs and ensuring optimal customer satisfaction. This service is available to our customers and partners as part of our world-class support structure. A Complete Program of Technical Support Services. CosmoCom's full service, comprehensive Technical Support Services program is designed to provide timely support to our customers on a worldwide basis. Three different levels of support are available (described below). CosmoCom also provides "quick fix" resolution to system defects with module updates that can be easily installed on production releases. Regardless of the level of support you select, our services are designed to support your mission-critical business needs; our responsive staff is highly skilled in troubleshooting and solving a full range of support issues. You experience less downtime, maximized productivity, and protect your investment in CosmoCall Universe. The following describes the highlights of the three plans: 8/5 Basic Global Technical Support - The program includes access to all major and minor upgrades of purchased software. Access to Technical Support Engineers is provided at no additional charge during CosmoCom business hours from the nearest CosmoCom Competence Centre. Customers requiring service outside of business hours are given the option of paying on a Time and Material basis. 24/7 Standard Global Technical Support - The program includes access to all major and minor upgrades of purchased software. Access to Technical Support Engineers is provided at no additional charge on a 24/7 basis. Target Response time is 50% faster than the 8/5 Basic Global Technical Support Plan. 24/7 Premium Global Technical Support - The program includes access to all major and minor upgrades of purchased software, and an assigned team consisting of a Primary Technical Support Engineer and a Backup Engineer. Access to Technical Support Engineers is provided at no additional charge on a 24/7 basis. Target Response time is 50% faster than the 24/7 Standard Global Support plan.

The pricing proposal to ETC in Section 10 currently includes access to the Standard support programme.

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Rapid Global Support Delivered With Proven Expertise. Our rapid response time ensures that we can offer remote support that is deployed in minutes. To effectively support our worldwide client base, our technical support engineers are located in CosmoCom offices throughout the world. CosmoCom: Focused on Customer Satisfaction. At CosmoCom, our customers are and always will be our first priority. Every member of the CosmoCom team is available to support you, your business and your needs. Your Account Manager will be more than happy to act as a conduit into our open organisation, and give you direct access to any relevant employee including our hands on CEO, CTO and SVPs.

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9.4 CosmoCall - Agent, Supervisor, Administrator and Technical Training

9.4.1 Agent and Supervisor Training
CosmoComs implementation plans and services are designed to incorporate an element of train-thetrainer functional end-user training for both CosmoCall agent and supervisors. This is typically conducted on the customer premise towards the end of an implementation programme, and is of an informal nature. Details of external or internal formal agent and supervisor training are available on request from your account manager.

9.4.2 Administrator Training

Whilst the CosmoCall system is a complex and powerful solution, the basic administrative elements can be covered in a similar informal session with a suitable technically literate staff member as part of our standard implementation plan and services. However, we would strongly recommend that any CosmoCall administrators attend our weeklong awareness and training course aimed specifically at them.

9.4.3 Technical Training

A full suite of technical training courses and services is available from CosmoCom. Off-the-shelf technical courses include Operation and Maintenance (for Sys Admins), Technical Support and Programming (for IT Systems and Development staff), and Installation (for anyone requiring to actually install, or re-install, a CosmoCall system). Each of these courses has the earlier listed ones as pre-requisite requirements. Your account manager can provide full course schedules and content. The technical courses are normally held within our well equipped training facility in Melville, Long Island, NY, USA, where: Every student will have his or her own CosmoCall system to use during the entire course for extensive hands-on practice. Students will have access to Trainers, System Engineers, Subject Matter Experts and other resources to help address the unique need of their businesses. A dedicated conference room in the training centre is provided to help students facilitate day to day business while away from their offices. The student to instructor ratio is kept low to provide more personalized assistance to help students meet their training objectives Students receive full course materials including course manuals and a supporting CD-ROM as valuable references for them to keep. Each student must pass a full written and practical certification exam upon course completion.

Bespoke courses, and in-house training, can be arranged through your account manager.

The CosmoCom training facility:

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10 Pricing
10.1 CosmoCom Software Licences
Quantity
1 16 16 24 1 16 10

Part No.
ACD-ST Login TelMS VS

Description

Ex Factory USD
$41,250.00 $1,800.00 $1,350.00 $375.00 $11,250.00 $750.00 $1,125.00

EXTENSION USD
$41,250.00 $28,800.00 $21,600.00 $9,000.00 $11,250.00 $12,000.00 $11,250.00

[A] CosmoCom SOFTWARE & LICENSES

ACD Server - Single Tenant (up to 50 login names) Agent Login for Telephone Media Skill Telephone Media Skill Voice Session (in 1.5 : 1 ratio)

CosmCrdSrvr Recording System - CosmoCorder Server (Up to 50 login names) CosmoCrdT CosmoCorder Telephone Session IVRS IVR Session (assume 10 IVRS session)

Sub-total:
1 SUPP2c 8x5 Standard Annual Software Assurance for Above Proposed Items $13,515.00

$135,150.00
$13,515.00

Sub-total:
1 Engr Svc - Solution Implementation Services. This service includes CCU installation and verification. - Excludes customization, workflow design or third party software integration. - Excludes CRM integration & IVR Customization $20,000.00

$13,515.00
$20,000.00

Sub-total:

$20,000.00

Total Amount for CosmoCom Product: $168,665.00

[B] Non-CosmoCom HARDWARE, SOFTWARE & LICENSES Redundancy Configuration
2 1 1 18 Dell Server W2K Adv SQL CALs Dual Intel Pentium IV, 2GHz / 3x80GB RAID 5 / 2GB Memory / Backup Tape Microsoft W2K Adv Server + 25 CALs Pack SQL CALs License $7,000.00 $3,999.00 $6,382.00 $146.00 $14,000.00 $3,999.00 $6,382.00 $2,628.00

SQL-Ent-Srv SQL Enterprise Server

Total Amount for non-CosmoCom Product (Redundancy Configuration):

$27,009.00

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10.1.1

Adding more seats to the Base Platform

The solution outlined above offers ETC a cost effective start-up system, whilst being a full multi-media capable system with all media channels and contact recording. The following is a draft pricing scheme for additional telephony seats:

Based on the quotation above described. Expansion per seat price would be:
Additional Telephone Media Skill license (including Login, TelMS and VS) 1 $3,712.50

License per Seat is US$3,712.50 for basic CosmoCom Software and License.

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10.2 Supporting Hardware and Software

Hardware / software list for 1 - 100 Agent CosmoCall system
Qty Item

Detailed Description
Clustered Servers 1 and 2

CosmoCall ACD MCS SQL7 Server, MS Exchange server

2 WIN 2000 Advanced Server Dual Pentium III 800 MHZ, 1GB RAM, two NICs, Dual port RAID adaptor Cluster compatible; Required software (Other then CosmoCall Universe): WIN 2000 Advanced Server MS IIS MS SQL server 2000 (5 user) MS Exchange 2000 RAID 4 Ultra wide SCSI HD 18 GB external storage

CosmoCall AIS / ICS with Windows Load Balancing Service (WLBS)

2 WIN 2000 Advanced Pentium III 800 MHZ, 1 GB RAM, Dual NIC, 18 GB Hard Drive Server IIS, Scripting Host

WIN Active Directory Domain Controller

1 WIN 2000 Server Pentium III 800 MHZ, 1 GB RAM, Dual NIC, 18 GB Hard Drive

CosmoCall VCS
3 WIN 2000 Advanced Dual Pentium III 800 MHZ, 1 GB RAM, NIC, 18 GB Hard Drive Server (Handles up to 120 voice calls each)

VOIP Gateways /gatekeeper (Sample vendor)

1 i-Tone Prime Arelnet i-Tone Prime supports up to 24 T1/E1 (from 2 with increment of 2) http://www.arelnet.com/ Compatible with ISDN PRI, E&M Digital, E1 PRI Other alternatives include Arelnet I-Tone MiniPrime, Cisco 5300, Clarent.

Cosmo Agent
100 WIN 2000 Professional Pentium II 700 MHz, 256 MB Ram, NIC, 9 GB Hard Drive, MS Explorer 5.5, GN Netcom USB Headset. http://www.gnnetcom.com/usb/index.html

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10.3 Expanding the CosmoCall System

Although it is often very simple to specify and build a Contact Centre solution for 10 or 20 agents, the needs of the Contact Centre service provider necessitate a more flexible platform. A robust and powerful system, capable of starting with a base of just a few agents, should be capable of being readily, easily and cost-effectively expanded from that point to a platform supporting many tens of thousands of agents / communications channels, and hundreds if not thousands of tenants. CosmoCall Universe can fulfil exactly this proposition. Being cost effective at 20 seats, and flexible enough to expand to many thousands of seats all within a robust and redundant service-provider grade platform.

10.3.1

Expand simply and cost effectively by addition

CosmoCall agent licenses can be added singly if required. CosmoCom do not force customers to make a bulk purchase of any system licenses if their business and market does not demand that they do so. When the quoted capacity of a specific CosmoCall system is approached, the system can expand easily and cost-effectively by the simple addition of extra Windows based connection servers. Each CosmoCall VCS can support 120 simultaneous voice calls (4 x E1), with up to 60 of those concurrently in IVR. Agent Interaction Servers (AIS) can support circa 300 agents, with Internet and Messaging connection servers supporting similarly high numbers of connections. Each server type is deployed as N+1 redundant, typically with network/server load-balancing, and expanded simply by addition.

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10.4 Quotation Detail and Additional CosmoCall Component Costs

For the full detail of the CosmoCall software licences, professional services and training costs summarised above, along with pricing for incremental, additional and optional feature licences, please see below:

CosmoCall Universe System Elements

Servers

Core ACD Servers Every CosmoCall system requires a single license for the Core ACD Servers. This is the basic set of servers required for all platform applications, including, but not limited to, the basic inbound ACD functionality. These servers include the functions of Call Management, Administration, Logging, Statistics, Resource Allocation, and Reporting. Predictive Dialing Server This optional server is required for outbound Predictive Dialing. It includes campaign management software for administering the properties of each outbound campaign. CosmoCorder Server CosmoCorder is an optional component of the system that provides multi-channel recording of agent calls. This feature can be used to record voice, chat, and message sessions. CosmoCorder includes a browser-based client for reviewers to listen to and view the captured sessions. The multi-tenant edition permits multiple recording databases to be used. Databases may be located at the service provider premises, the tenant premises, or a combination of the two options for different tenants.

Other Servers: Several other servers are often presented in architecture diagrams of CosmoCall

Notes

Universe. The VoIP Connection Server, Internet Connection Server, Message Connection Server, and Agent Server are not priced separately. They are included in the corresponding agent, IVR Session, and Voice Session price elements.

MultiTenancy: Each of the Server licenses is available in a Single Tenant version and a MultiTenant version called the Service Provider Edition. The Multi-Tenant versions permit a Service Provider to operate many Virtual Contact Centers off of a single CosmoCall Universe ACD Core Server set. Each Virtual Contact Center (also called a Tenant) has complete administrative control over its own Agents, Queues, Skills, IVR, reporting, etc., and has a completely secure partition of the ACD Server that is independent of and invisible to all other tenants on the system.
Agents and Supervisors

Agents are priced according to their ability to serve different Media Skills, including Internet, Email, Telephone, Enhanced Voice Package, and for their ability to participate in Predictive dialed outbound campaigns. The CosmoCall Universe Agent Login license includes supervisor functionality, which may optionally be enabled or disabled for each instance. In all cases, agent licenses are not named, but represent concurrent Agent Logins and concurrent Media Skills. Agent Login
The Agent Login capability allows an agent to participate in the call center as a full-time inbound and/or outbound agent, and is required for all agents. It is a measure of the number of concurrently logged in agents, independent of the media-handling capabilities of those agents. The Agent Login license does not Confidential Page 44 of 49 Proposal - ETC

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by itself make an agent license functional. The agent must also possess Media Skills licenses, which determine the types of calls an agent may handle. The CosmoCall Universe Agent Login license includes rights to the supervisor functionality, which may optionally be enabled or disabled for each specific agent.

Media Skills
A Media Skill license grants an Agent Login the rights to handle specific types of calls. Media Skill licenses require agents with Agent Login licenses. The license for a given Media Skill establishes the maximum number of agents that may be concurrently logged in with that skill. Media Skills include: Telephone: Enables agents to handle inbound ACD-routed telephone calls and originate outbound calls. Agents may be PC Agents (i.e., PC with headset only), Hybrid Agents (i.e., PC with external circuit or IP phone) or Phone Agents (i.e., no PC, external circuit or IP phone only). Enhanced Voice Package: Enables agents to handle ACD-routed voice messages left by telephone callers, and also handle IVR Callbacks. IVR Callback enables a caller who is in queue to request to have an agent call them back when one becomes available. Callers leave their callback number via IVR, hang up, and have the system hold their place in queue. Agents receiving IVR Callback requests must be licensed for both the Telephone and the Enhanced Voice Package. Internet: Enables agents to handle a variety of calls from the Internet, including Keyboard Chat, Internet Voice, Internet Video, Co-Browsing, and Web Callbacks. Web Callbacks enable a web surfer to request an immediate telephone callback when an agent becomes available. Agents handling Web Callbacks must be licensed for both the Telephone and Internet packages. E-mail: Enables agents to handle e-mail contacts, including e-mails generated from a form on a Web site. Agents can also handle faxes, provided that the system has been configured with appropriate third-party fax software. Predictive Dialing: Enables agents to handle outbound calls placed by the Predictive Dialer Server. Not required for outbound calls initiated by the agent.

CosmoCorder Agents CosmoCorder is an optional component of the system that provides multi-channel recording of agent calls. CosmoCorder licenses have a server component (see CosmoCorder Server) and peragent components. Like all CosmoCall Universe seats, CosmoCorder agent pricing is per media, per simultaneous login. Note that CosmoCorder session types do not map exactly to Media Skills. For example, predictive dial outbound calls, which require the Predictive Dialing Media Skill, are recorded via the Telephone CosmoCorder session. Similarly, web and IVR callbacks, which require, respectively, Telephone + Internet and Telephone + Enhanced Voice Package Media Skills, are recorded via the Telephone CosmoCorder session. Also Voice Messages, which require the Enhanced Voice Package Media Skill, are recorded via the Voice message CosmoCorder session. CosmoCorder Reviewers CosmoCorder includes a browser-based client for reviewers to listen to and view the captured contact sessions. Five reviewer session licenses are included with the single-tenant CosmoCorder server, with a charge for each additional simultaneous reviewer. For the multi-tenant edition, each tenant may use up to five reviewers simultaneously. All tenants using more than five reviewers will incur the additional reviewer charge.
Voice and IVR Sessions

Voice Session A Voice Session is the capacity of the CCU platform to establish and maintain one inbound or outbound telephone call. Thus, each telephone call connected to the platform requires a Voice Session. At any given point during a call, a Voice Session may be connected to IVR, Music-OnConfidential Page 45 of 49 Proposal - ETC

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Hold, or an Agent. The Voice Session price includes the ability to play passive Music-On-Hold or other announcements to the caller. Calls requiring interactive Music-On-Hold announcements or other IVR capabilities require the use of the separately priced IVR Session resource that is available to any Voice Sessions. IVR Session The CosmoCall Universe platform provides complete Interactive Voice Response (IVR) capabilities. These capabilities are licensed by the number of concurrent sessions supported. Each concurrent IVR interaction with a caller requires one IVR Session license. The IVR resource can be used on any of the Voice Sessions that are connected to the CCU platform.
Service Creation and CRM Integration Tools

CosmoDesigner CosmoDesigner is an optional component of the system that enables users to design call flows (including IVR flows) using this graphical application development and service creation tool. CosmoDesigner is a browser-based application. The pricing is based on the number of simultaneous users of the CosmoDesigner application. These users can be spread across many tenants within the system, so a multi-tenant system with 1000 tenants does not require 1000 licenses, because all tenants will not be using the CosmoDesigner simultaneously. Each ACD Server license includes a license for one CosmoDesigner session. Additional simultaneous session licenses are priced according to the attached pricing schedule. CosmoConnector CosmoConnector enables integration between CosmoCall Universe and third party business applications, such as CRM and Help Desk. CosmoConnector presents itself as a single desktop application with a single, integrated window combining the functionality of the CosmoAgent with that of the third-party application(s). CosmoConnnector can be used in combination with the CosmoCom-developed Plug-Ins to popular business applications. Additionally, customers and partners can use the CosmoConnector Software Development Kit (SDK), which is included with the CosmoConnector license, to develop integrations to applications that do not have a CosmoCom-developed Plug-In, such as proprietary or home-grown applications. A CosmoConnector license is required for each CosmoCall seat that uses business application integration, with or without a Plug-In. CosmoConnector Plug-Ins CosmoConnector Plug-Ins provided jump-start integrations for major CRM and business applications, including screen-pop capabilities. For the current list of available Plug-Ins, contact your CosmoCom account representative. Additional custom engineering may be required to tailor the integration for a particular customer application. A CosmoCall-certified engineer should perform this custom work. The Plug-In license fee is in addition to the standard CosmoConnector license fee. If a customer requires Plug-Ins for more than one CRM, then they must purchase each Plug-In license separately. For example, if a customer buys CosmoComs Siebel and Onyx Plug-Ins, the price calculation is as follows: Price = $500 (CosmoConnector) + $500 (CosmoConnector Siebel Plug-In) + $500 (CosmoConnector Onyx Plug-In) = $1500/seat. Support of CosmoConnector Plug-Ins is provided at CosmoComs standard support prices and under the Terms & Conditions specified in the Support Agreement. The support includes all updates and upgrades required to keep the CosmoConnector Plug-Ins compatible and consistent with new CCU releases. Note: Support does NOT include modifications that might be required to
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version or release. If such modifications are required, they will be offered on a Time & Materials basis using CosmoCom standard Professional services fees.
Miscellaneous Applications CosmoCall Universe provides an open development environment that permits the development of advanced applications and enhancements on top of the platform. CosmoCom has developed some specific applications that can be licensed for use with the CosmoCall Universe system. These applications require additional installation and call-center-specific set-up by certified engineering staff.

Wallboard
This browser-based software application displays a real-time view of current activity in the contact center to agents in the center or other interested parties. This simulates the legacy wallboards in traditional call centers, but is more flexible because it runs on a standard PC server and can be displayed on any computer display device. The base configuration presents the statistics most commonly requested, and can be customized by trained personnel. One license is required for each tenant that uses the Wallboard. One extra day of installation is required for this item for deployment in the customers call center environment. This includes set up of queues and groups to be monitored. As part of this installation, CosmoCom will provide up to four hours of on-site basic training to explain how to make future changes to this set-up. Customization of data elements or data layout is extra. Set-up of related hardware elements is not included.

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Phone-based Monitoring
This feature allows an authorized reviewer to listen to a sample of telephone calls that are serviced from a queue or group of queues. The reviewer can call into the system from any standard telephone from anywhere, rather than being required to be sitting at a PC. After an IVR authorization, the reviewer can listen to a selection of calls from the queues for which they are authorized to access. The product is licensed based on the number of simultaneous reviewers. Two extra days of installation is required for this item for deployment in a specific call center. This base installation takes a random sample of calls and makes them available to reviewers via a standard IVR access menu. As part of this installation, CosmoCom will provide up to four hours of on-site basic training, explaining how to make future changes to this set-up. For an additional professional services charge, the sampling rules can be customized to fit virtually any business rules desired, and the IVR menu for accessing the monitored calls can be customized.

Branding
Branding consists of the ability to easily modify the end user facing (i.e. tenant-facing) interfaces of CosmoCall Universe so that all tenants see the Network Service Provider's branding. Brandable interfaces include the agent and supervisor software, agent installation, Administrator, CosmoConsole, Real Time Reports, Historical Reports, CosmoDesigner, and CosmoCorder. CosmoCom will work with the customer to brand each software application, including splash screens and title bars, based on the Network Service Provider's requirements. As with all CosmoCom software components, the Branding license is subject to ongoing fees based on the Software Assurance Program. The Branding will be kept current with each new release of the CosmoCall Universe software. In addition, the branding may be modified twice per year independent of a new software release

Services
Solution Implementation Services CosmoCom Solution Implementation Services include the planning, installation, and customization of the CosmoCall Universe system. All services projects follow a well-defined and carefully structured methodology. The project requirements and cost estimate are initially outlined in a Solution Proposal document that is based on a preliminary view of the project scope. A final services contract is later prepared based on a detailed Statement of Work that is mutually agreed upon between CosmoCom and the customer. Services are quoted on a per day basis, and are exclusive of travel and incidental expenses (T&E), which is billed as incurred. Solution Implementation Services are performed by certified CosmoCom engineering and project management personnel. Please consult with your CosmoCom account representative for further details.

Technical Training Program CosmoCom offers a selection of regularly scheduled, in-depth, instructor-led technical training held at our headquarters-based state-of-the-art training center in Melville, New York. Technical training is encouraged, and in many cases, required. For further details, including the latest training schedule, please visit www.cosmocom.com/support/training/training.htm, or consult with your CosmoCom account representative. Software Assurance Program CosmoComs Software Assurance Program entitles customers to receive software fixes and improvements, excluding new products, preventing technology obsolesce for installed CosmoCall Universe systems. Furthermore, the Software Assurance Program provides for several software support and maintenance plans, including an 8x5 Economy Plan, 24x7 Standard Plan and 24x7 Premier Plan. The primary differences between these plans relate to response time, resolution time, assignment of resources, and cost. All Confidential Page 48 of 49 Proposal - ETC

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support plans cover Tier 3 and Tier 4 support by CosmoCom. The specific terms and conditions of the Software Assurance Program are detailed in the CosmoCom Global Software Assurance Program. For further details, please contact your CosmoCom account representative.

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