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§  A real alterna)ve to PBXs and Telephone Switches (CPE) §  A compelling Proposi)on

§  Full PBX & IP Func)onality

§  FREE on-‐net calls; Off-‐net call savings

§  Built in Business Con)nuity with all solu)ons

§  Simplified management and opera)on

§  Web-‐based Provisioning and management

§  Accurate, auditable billing

§  Unlimited flexibility & scalability

§  Protec)ng YOUR investment

§  Av. Of Analyst predic)ons: 32%* of market will migrate by end 2014 to a hosted solu)on. * Source IDC, Frost & Sullivan, Gartner

Business Proposition The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your

Direct Cost Savings •  Do away with PSTN and ISDN Line Rentals

•  No further Capital Expenditure on PABX systems

•  No Equipment Maintenance charges

Flexibility, Scalability and Control •  Services defined and billed on Individual Requirements

•  No Charges or penalJes for Moves, Adds and Changes

CompeJJve Advantage •  Professional voice systems at reduced cost/risk

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Cloud Technology

Disaster Recovery

Opex and not Capex

Flexible Working

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Hosted Telephony, Why Now ?


Pla\orm Core IP Architecture §  All hardware & so]ware components are fully redundant for Disaster Recovery

§  Per extension fallback on local failure


PlaOorm locaJons across x 3 sites for DR & replicaJon

Session Border Controller

SUPPORTED SITE CONNECTIVITY OPTIONS

Segmented Voice and Data

Multi-DSL VLAN’d - Voice only Note: Where multiple switches are employed uplinks between them should be “Trunks”, to

allow multiple VLAN traffic.

Multi-DSL VLAN’d Voice and Data

SUPPORTED CONNECTIVITY Codecs:

•  G729 – Compressed voice, 50k/call. Ideal for low bandwidth scenarios i.e broadband circuits. •  G711 – Uncompressed voice, 100k/call. Used where sufficient bandwidth exists. •  G722 – Wideband, 300k compressed to 100k/call. Hi-‐Q/HD voice, used for on-‐net calls depending

on handset.

ADSL Business Grade •  ~upload 832k supports 16 concurrent calls -‐ G729 codec. •  ~upload 832k supports 8 concurrent calls -‐ G711 codec.

FTTC (Fibre To The Cabinet) •  Upload 2Mb supports 34 concurrent calls -‐ G729 codec. •  Upload 2Mb supports 18 concurrent calls -‐ G711 codec. •  Upload 10Mb supports 170 concurrent calls -‐ G729 codec. •  Upload 10Mb supports 90 concurrent calls – G711 codec

Leased Lines (2-‐10mb) •  High capacity, enhanced SLA service •  Used for scenarios >45 concurrent calls where SDSL not available

Ethernet First Mile from Openreach (2-‐100mb)

•  Dedicated, uncontended copper/fibre p2p circuit from customer site directly to Inclarity plaXorm – Fully managed and maintained by Inclarity with enhanced SLAs

SIP Trunks

•  Replacement connecZvity for ISDN’s where customer wishes to use their legacy PABX

Extremely Cost Effective

Standard Features Addi)onal Features

•  Phone Manager Portal – control GUI

•  DDI numbers

•  Voicemail

•  Voicemail to E-‐mail

•  Call History

•  Follow-‐me Disaster Avoidance

•  Call WaiJng

•  Phone Directory

•  Call Barring

•  3-‐Way Conferencing

•  Speed dialing

•  MulJ-‐terminal users

•  Call Management

•  Music on hold

•  Number presentaJon

•  CLIP – Call Line IdenJficaJon

•  Call reports -‐ Jme, date, number called

1 •  Hunt Groups, Call ReporJng, Fax 2 email

•  Virtual Call Centre ApplicaJons

•  SIP Trunks

•  Auto A_endant / IVR

•  Bespoke Music on Hold

•  Call Recording PSI and FSA compliant

•  Operator Consoles

•  Conference Bridge

•  Tapi

•  Mobile So`phone

•  Toolbar for CTI and CRM

Included with every licence

CORE SYSTEM FEATURES – SUPPORTED ON ALL HANDSETS

PERSONAL FEATURES •  Anonymous Call Rejec)on (Filtering)

•  Call Barring (Outbound) •  Call Forwarding Always •  Call Forwarding Busy •  Call Forwarding No Answer •  Call Forward Restric)on •  Call Hold •  Call Logs (handset) •  Call Park •  Call Transfer (Blind) •  Call Transfer (Consulta)on) •  Call Wai)ng •  CLI Filtering (Allow/Deny) •  CLI Presenta)on Inbound •  CLI Presenta)on Outbound •  CLI Subs)tu)on Outbound •  Calling Name Delivery •  Calling Line ID Blocking

•  Conference (3w) •  Do Not Disturb •  Extension Dialing •  Last Number Redial •  Line Monitor •  Message Wai)ng Indicator •  Music on Hold (Global only) •  Open periods •  PA-‐Manager •  Pickup -‐ Directed •  Pickup – Group •  Quick Dial •  Ring on Hold •  Speed dial (10) •  Time Zone configura)on •  Web Call logs (PM)

Configurable via SMT and/or Phone Manager

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Applica)on Portals

Call Recording: •  30 day hosting of calls •  Archiver - local storage •  Media player

PhoneX-One Reporting: •  Historical reporting •  Report creation •  Scheduling and export

Call Centre: •  Supervisor client •  Real time dash/wallboard •  Historical reporting •  Call & Queue control •  Agent client

Bria Softphone: •  PC version

Bria Mobile MSC “app”: •  Mobile phone – one number, one handset

Business Con)nuity For Voice

•  XXXX Hosted Telephony has 100% Business ConJnuity so that in the event of disrupJon you conJnue to operate and earn money

•  YouGov survey showed: –  Over 33% of companies have no plan –  Nearly 40% have had a loss of service in last

12 months –  Of these, 60% were for more than a day –  What is the cost of lost revenues per day?

60% of companies that experienced a loss of normal telecoms for a period of 10 days,

ceased trading within a year -‐ Henley Mgt InsZtute 2013

Business Con)nuity

Inclarity provides a Business As Usual interim call routing solution that does not just address disaster recovery but ensures that service continues in the first place.

ISDN30

BT

Pabx

Incoming call via PSTN

IP connection

Inclarity Hosted PABX

Softphone

Mobile Phone

Home PSTN Line

PRODUCTS / FEATURES -‐ OVERVIEW

Operator Console -‐ Recep)onist

§  Supports mul)ple Queues: Easily monitor and manipulate mul)ple queues §  Queue Manipula)on: Add incoming calls to a queue; move calls within queue §  Queue Filtering: Log in/out of queues; choose which Queues to display §  Queue Sta)s)cs: call and queue related sta)s)cs

Mobile Phone So]client -‐ FMC

§  Bria So]phone client deployed onto iPhone or and Android mobile §  §  End user will need a standard licence or mul)-‐subscriber licence. The end user

needs to purchase an “app” from either iTunes or Android Marketplace depending on their smartphone

§  Order placed with Inclarity for MSC feature §  End user incen)ve is twofold. The amount of call traffic on costly mobile operator

will decrease, addi)onally mobile phone users would be an extension away from the office and could use a single number to adver)se to the outside world

So]phone -‐ Bria

§  Bria is a so]phone that enables VoIP voice calls §  Video calls are possible– so]phone to so]phone on-‐net only

§  Support across Windows / Mac / Linux OS

§  Supported features: §  Message wai)ng indicator §  Call Wai)ng §  Call Hold §  Call Transfer §  3w conference §  Do Not Disturb §  Call Forward Always §  Call history §  Call pop-‐up no)fica)on

Auto Apendant -‐ IVR

§  The Auto Apendant is reached by dialling an associated phone number or an extension. Once connected to the Auto Apendant, the caller is played a gree)ng that provides a menu of op)ons to complete call rou)ng

§  One-‐Key Dialling – The caller presses a single digit to reach a par)cular phone or group of phones. .

§  Operator Dialling – The caller presses a pre-‐defined key to reach an operator.

§  Extension Dialling – The caller enters the extension of the intended party through the numerical Keypad

§  Immediate Extension Dialling The administrator may elect to allow callers to dial an extension from the first-‐level menu.

§  Business Hour Support – Administrators can define )me schedules for their group. Mul)ple )me schedules can be created.

§  Non-‐DTMF Callers – Those who do not press a key, are transferred to the operator (defined des)na)on).

§  Menu Repeat – Callers wishing to repeat menus will press #. This digit is pre-‐ defined and cannot be changed.

Call Recording

Guaranteed Recording §  All PSTN incoming and outgoing calls are recorded with the op)on of recording Inter site calls. Real Jme “listen in” §  The live acquire func)on enables supervisors to listen in real )me to calls to monitor quality of service. Call Export §  Calls can be exported in a .wav format to be used by other applica)ons or users. Calls may also be emailed. Web based Portal §  Easy to use GUI based search facility that allows the user to search on any of a set of call apributes during the 30 day call storage period. These include: )me and date stamp, extension from where the call was made, outbound dialled number, Caller ID number or Caller ID name. Backup of recorded calls and database acquired via Call Archiver

Toolbar

Integrated Microso] Outlook, Internet Explorer and Firefox toolbar that enables users to make and accept telephone calls, and change telephone sesngs.

Overview

§  Integrated with the Inclarity pla\orm § Outbound click-‐to-‐dial from Outlook contacts § Designed for corporate, SOHO, and high-‐end residen)al users § Highlight a phone number on a Web page or outlook email and right-‐click to dial §  Call no)fica)ons with caller iden)fica)on from Inclarity and Microso] Outlook directories

§  Call control § View personal directories § View/Delete Call History

Conference Bridge

§  Business Conferencing – an enterprise solu)on to support a large number of callers.

§  Each subscriber can have access to their own personal bridge

§  Web based Moderator controls §  In-‐call func)ons via DTMF

§  Time block pricing model

Call Centre – Overview

§  The Call Centre is a carrier-‐class, desktop communica)ons management product for users of the Broadso] pla\orm, provided by Inclarity Communica)ons

•  With Call Centre, you can manage call centre ac)vity from your desktop, no addi)onal on premise

Hardware is required

§  Designed for basic to fully-‐featured Call Centre deployments for both inbound and outbound calls

Key Features Customer Configurable queues– With audio announcements giving wait posi)on or average wait )me and with comfort gree)ng op)ons . §  Phone-‐based Agent Log-‐on/off; Configurable wrap up )mer; & overflow , with call protec)on against bounced calls (agent doesn’t answer) and stranded (no agents signed in) op)ons.

§  Agent & Supervision Desktop PC Client applica)ons §  Supervisor monitoring func)ons – “Dashboard”; Barge in. Queue monitoring

§  Repor)ng Tools – real )me and historical

Call Centre Overview

• Advanced Queue Features –  Queue Announcements

•  Entrance Gree)ng •  Comfort announcement •  Music in Queue

–  Queue management •  Wait Time Exceeded (GT) •  Configurable Queue length

•  Escape to Voice Mail –  Queue Mailbox

• Call DistribuJon –  Linear – “Fixed” –  Circular – “Cyclic” –  Uniform – “Longest idle” –  Simultaneous – “Parallel” – Weighted – “Random”

• Service Policies –  Business Hour Policies (open periods) –  Overflow (Busy/GT) –  Service level sesngs

• Call Centre Supervisor –  Barge-‐in –  Agent Monitoring –  Queue Management –  Integrated Repor)ng

• Call Centre Agent –  Available/Unavailable//Wrap-‐up –  Screen pop-‐ups (outlook) –  Outbound Click to Dial

• Standard CC CapaciJes -‐ Maximum Agents/Supervisors per CC A-‐1000/S-‐200

-‐ Maximum number of queued calls per CC 50

Call Centre –license Structure

The call centre applica)ons are priced as addi)onal features that are added to a standard or mul)-‐terminal subscriber there are three main

License op)on .

•  Agent License •  Agent Client License •  Supervisor Client License

For example a call centre agent license using the agent applica)on the cost would be £Subscriber+£Agent per month per agent.

There is no charge for the call centre queue’s so you can have mul)ple call queue groups poin)ng to the agents or supervisors

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§  Launched from the SMT with various metrics displayed

§  Auto-‐refreshed every second

§  Provides a snap-‐shot of the call centre’s produc)vity

§  Enables the agents to see their performance

§  Can be used to provide a more compe))ve environment

WALLBOARD – CALL CENTRE QUEUE STATS

Call Centre reports - summary Report Name

Report Type Available on Client

Description

Agent Activity Historical/ Real Time Supervisor

•  The amount of time agent spent in specific call states

•  The number of calls and duration of calls by call type during the defined interval

Agent Utilization Historical Agent and Supervisor

•  Totals over the specified time period for all call centers the agent was logged into

•  A comparison of how a particular agent’s performance compares with all agents for a set of call centers, for which the agent is a member

Queue Performance

Analysis

Historical/ Real Time Supervisor

•  Traffic measurement information per specified queue, or all queues

•  Permits the supervisor to understand the call volume and whether the appropriate number of agents have been staffed

Service Level Historical Supervisor

•  Allows a call centre manager, or a supervisor to understand whether the call centre is meeting the required service levels

THANK YOU, ANY QUESTIONS?

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