SH PE. Hosted Telephony. An Introduction to Our Hosted Services. W: T: F:

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1 Hosted Telephony An Introduction to Our Hosted Services Shape Hosted Telephony What is IP Telephony? The benefits of Shape? Features of Shape Hosted Telephony Page 2 Shape Hosted Services Web Portal Wallboard SWiP App Shape products Page 5 Shape Pricing Plan Marketing Services Ethercall & Connectivity SIP & Number Porting SWiP Additional features Page 15 W: T: F:

2 Managing the entire Voice & Data needs of your business What is IP Telephony? Shape Networks specialise in the provision of Internet and Telecommunications services for all businesses. Shape Networks IP Telephony is designed and developed to replace existing analogue and digital lines as well as legacy phone systems with a powerful and feature- rich hosted IP telephony solution. Our private IP network is non- Internet facing, which ensures uncompromised call quality and that the latest and greatest features are provided at an affordable price. We provide all of the features and more than you would expect from your telecoms solution. The system is quickly and easily expandable up to handsets across multiple sites, without requiring any expensive upgrades. The Plug & Play nature of the system means that new handsets can be sent to your office pre- configured and just need to be plugged in, without the need and expense of an engineer visit. Our hosted IP telephony provides flexibility, value for money and a multitude of features for all our customers. Why choose Shape Networks? Until recently, in- house solutions were favoured by larger organisations but not anymore. In the current climate, the need to keep costs down whilst at the same time improving efficiencies is of paramount importance to any business. Our hosted phone system solutions offer you: State of the art functionality. Unified Communications. Seamless remote working working from home or abroad. Full disaster recovery and business continuity. A highly secure and robust solution. Many advanced features as standard. Consistent call quality. Faster Service Level Agreements & a 24/7, 365 days a year customer support. Simple Pricing. Self- Management web portal. Retention of existing number ranges. W: T: F:

3 The benefits of our Hosted Network Mobile Web Network Shape s Hosted Network App Database Server Shape Networks hosted solution resides on a network infrastructure, which has had significant investment over the past 12 years and has been designed and developed by our technical team, who have over 20 years of industry experience. The result is a highly resilient, secure and reliable network housed across 3 UK based data centres. Our hosted telephony gives you access to an array of services such as Unified Communications (UC), Smartphone App (SWiP), simple User Web Portal, custom- made Wallboards and historically expensive features like PCI Compliance, Call Recording, On- Hold Music, Voic to and Hot- desking. Furthermore, it comes with Full Call Centre features such as Live Listen, Call Queue Management, Live Statistics and reporting. All of these are available either as standard or at an affordable cost that will suit your business. One of Shape Networks greatest benefits is that our network is private and non- Internet facing. This means our customers do not have the risk associated with Internet facing VoIP solutions. In the event of a disaster (e.g. Power Cut / Fire / Burglary / Line Fault ), our network immediately notifies us and either yourselves or we can re- route calls to an alternative destination, thus providing business continuity. Moreover, our infrastructure, which includes not one but three different data centres for back- up purposes, is highly secure and resilient to any hacking attempts thanks to extreme encryption and log- in access to protect our network against any Denial of Service (DoS) and prevent potential fraud. W: T: F:

4 The features of Shape Hosted Telephony Advanced Features Ø Call Recording & Live Listen Ø Unified Communications (UC) Ø Instant Messaging Ø iphone/android App Ø SMS Broadcasting Ø Full Outbound Dialler Ø Soft Phone Ø Wallboards Ø Full Call Centre Functionalities Ø Call Queuing Ø Interactive Voice Responsive Ø MS Outlook Integration Ø PCI Compliance Cloud- based Voice and Data services are now on the increase 1 The VoIP market is forecasted to reach 58bn by Hosted services are set to be adopted by 3.6bn consumers globally by Frost & Sullivan (June 2014) 1 Infonetics Research (2014) 2 Included Features Call Transfer Music On Hold Inbound Numbering Voic to (with Remote Access) User Web Portal 24/7 Connectivity Monitoring Live real- time web reporting Live Call Statistics Corporate Directory Audio Conference Hot Desking Call Waiting 3 Way Calling Juniper Research (May 2014) 3 W: T: F:

5 Our Hosted Telephony Services User Web Portal Our simple user web portal gives you access to a wide range of information about your Telecoms activity including your Call History, showing the total number of answered and missed calls, weekly call analysis and much more. This allows you to monitor your business performance and customer service levels as well as the effectiveness of your sales. Below is the Customer Control Panel. Fully brandable with your own logo and company s colours, the Control Panel gives you access to your own platform from which you can access your telephone system. You can also manage/review the following Customer Services: Customer Support Pending Orders Fault Management With your unique Username and Password you will be able to access all of the above enabling you to manage permission rights, whereby each user can have a different access allowing people to see different parts of the portal. W: T: F:

6 The User Manager From this page, you can manage your users by creating, duplicating, deleting, editing and administering new or existing users. This tab also enables you to manage groups of user and their permissions rights. By clicking on the highlighted link, you can manage the extensions and portal permissions of each user, giving you access to an array of configurations. W: T: F:

7 Huntgroup Manager From this page, you can add and manage your huntgroups by adding or removing members from them. Queue Manager From this page, you can manage your queues by creating, editing, starting and pausing your call queues. W: T: F:

8 Number Manager Manage your numbers from this page by editing the behaviour and routing of your inbound DDIs. You can also leave a comment/note on your update. All of these actions can be configured by clicking on the highlighted link. Support This is your Ticket Manager page where you can create, update and manage support tickets. You can also find a list of open tickets with full details for each of them. W: T: F:

9 Call History Find all your inbound and outbound traffic routed to and from your telephone system thanks to the search facility. Call recording subscribers can also download and listen to calls by clicking on the download icon. Reporting Dashboard Access your Call Reporting Dashboard by clicking on the highlighted link. This gives you access to an array of different styles of reporting on your call activity in order to improve the way you communicate and to monitor staff performance. W: T: F:

10 Web- based Wallboards Our web- based wallboard is fully customizable and allows you to monitor your call activity in real time by giving you access to all outgoing/incoming calls, displaying the total number of answered calls vs. abandoned, your average answer time, number of callers waiting in a queue, your Service Level or otherwise referred to as Grade of Service and much more. Wallboard Manager Manage your Wallboards by customising your own, editing an existing or deleting one that is no longer required. To do so, simply click on the highlighted links. You can create multiple Wallboards to suit your business needs. W: T: F:

11 SWiP Our revolutionary smartphone app allows you to remain a seamless extension of your office phone system wherever you are. It can also allow you to use your mobile as a virtual phone system with record, hold and transfer features as well as instant messaging and more. This solution brings together the benefits of BYOD (Bring Your Own Device) in mobile communications with remote working in fixed line telecoms as well as Instant Messenger to provide our Customers with full Unified Communications (UC). The benefits of SWiP: FREE app on both ios and Android Become a remote extension when you are not in the office FREE calls office to mobile (*fair usage policy applies) One touch dialling Instant Messaging Place callers on hold and transfer calls Push out the office number and not your mobile Use your mobile as the primary device All calls through the app are recorded and all statistics are the same as if in the office Centralised management being able to see who is logged remotely Home working SWiP can be Customer branded BYOD (Bring Your Own Device) only display your office number and not your mobile All billing is centralised and itemised for business calls W: T: F:

12 Our selection of handsets The Cisco SPA 504G The Cisco SPA 504G addresses the requirements of traditional business users while building on the advantages of IP Telephony. It fully features four- line business class IP phone supporting Power over Ethernet (PoE) and is easy to install. It is also highly secured using HTTPS/SSL to secure configuration information between the user and the service provider. Its wideband audio provides unsurpassed HD voice clarity and enhanced speaker quality. The SPA 504G comes with two 10/100 Ethernet ports and can support up to two Cisco SPA 5005 expansion modules, allowing an additional 64 buttons. Key Features: 128x64 pixel LCD graphical display 3 Way Call Conferencing Anonymous Caller Blocking Wideband HD Voice Two 10/100 BASE- T RJ- 45 Ethernet ports (PoE) Up to two Cisco SPA 5005 Expansions Modules Wall mountable Cisco SPA500S Expansion Module The SPA500S is a 32 key attachment for any Cisco SPA series phone. Up to two SPA500S units can be attached to each telephone, providing an additional 64 LED Keys, which can be programmed as speed dials and/or extension monitoring. When configured to monitor an extension the SPA500S will automatically update to reflect the current activity of that extension, allowing the user to see which extensions are available, busy, or ringing at a glance. The SPA500S can also be configured to act as a simple speed dial unit or to provide quick and easy access to feature dial codes such as call forwarding or direct access to conference rooms. W: T: F:

13 The Yealink SIP- T41P The stylish, feature- rich T41PN entry level business phone is ideal for busy professionals. The clear display and simple navigation enhances productivity. The telephone benefits from an intuitive interface, BLF's, HD Voice, 3- way conferencing, handsfree speakerphone, and supports corded or wireless headset and EHS. With simple, flexible and secure provisioning options, the T41PN is an ideal and cost- effective entry level IP phone for businesses. Key Features: 3 Line Appearances Yealink Optima HD Voice Supported Up to 3 SIP accounts Full duplex hands- free speakerphone No expansion module support RJ9 Headset Port 2.7" 192x64- pixel Gray- scale Graphical LCD Wall mountable The Yealink T19P The SIP- T19P offers features and performance normally associated with much more advanced phones. With a generously large 132 x 64- pixel graphical LCD that gives a clear 5- line display, it guarantees both a smoother user experience and easy access to much more visual information at a glance. Integrated PoE is ideal for extended network use. The SIP- T19P supports a single VoIP account, simple, flexible and secure installation options, plus IPv6 and SRTP/ HTTPS/ TLS, VLAN and QoS. It includes headset use, is wall- mountable and has been designed very specifically for better business. Key Features: 132 x 64- pixel graphical LCD Single SIP account Full- duplex speakerphone Headset Compatible Wall mountable XML remote phonebook W: T: F:

14 The Polycom IP331 The Polycom IP 331 with its 102 x 33 pixel screen is extremely easy to use. The Polycom IP331 offers excellent sound quality and enterprise- grade features in a simple, reliable IP desk phone. If the last thing your business needs is another set of technologies to distract your teams from the business at hand. The most commonly requested phone features are the simple ones often, all your teams need is a simple, reliable desk phone without the distractions created by advanced features and the Polycom IP331 provides all of these. Very easy to configure, the Polycom IP331 is a two- line enterprise- grade IP desk phone with excellent sound quality. The Polycom IP331 is very easy to use and designed to answer small and medium- sized businesses requirements. Key Features: Two lines desk phone with excellent sound quality 102x33 pixel graphical LCD Integrated 802.3af PoE support Two- port 10/100 Ethernet switch SoundPooint 331 Superb sound quality and full- duplex speakerphone performance Integrated Power over Ethernet (PoE) support WLAN / Bluetooth Headset ready W: T: F:

15 Our Handsets comparison/recommendations: Features/Handsets Cisco SPA 504G Yealink SIP- T41P Yealink SIP- T19P Polycom IP331 Description A robust and fully- featured IP Telephone with Advanced network security An elegant and feature- rich IP Telephone An entry- level IP Telephone with advance features An easy to both configure and use IP desk phone with excellent sound quality Screen resolution 128x64 pixel 192x64 pixel 132x64 pixel 102x33 pixel Caller ID Anonymous Calls Block Call conferencing Ethernet Port (10/100) PoE HD Voice Wireless Headset compatible Wall Mountable Sold separately Expansion module compatible Our rating W: T: F:

16 Some of the Awards we have received Shape Network s Testimonials I have known James Munro for over 15 years. I originally met him at another company and when he set up Shape I didn t hesitate to move the contract even though technically it could always be a risk with a new company. However, due to his integrity the faith and expertise I knew James had it was a very quick decision and a mere formality. The results have been amazing and it has helped our network no end. Obviously there are always problems and lines go down but they were quick and efficient at sorting any kind of issue we have had. Their recommendations have also always been in the best interest of our business and have worked very well. I would definitely recommend Shape Networks to other businesses- mainly due to the above. Efficiency not only in normal practice but also when dealing with queries and issues that always arises in any business. Our company has benefited immensely especially on MI. We as a company pride ourselves on our good customer service and efficiency at answering calls within 3 rings. The VoIP system that was recommended to us has given us this and more. It has helped with training, helped us to identify issues and also more importantly, helped us always to have a line open to our clients. Finance Director, Academy Insurance W: T: F:

17 We initially engaged with Shape Networks because of a commercial desire to drive down communication costs within the Group, but also to achieve a high standard of customer care. Both results have not only been met, they have been exceeded. I would absolutely recommend Shape Networks- having dealt with numerous communication companies in the past, the one thing they all consistently fall short on; is communication. Shape Networks have been a refreshing change. We have always received a prompt and professional service from initial quotes, to follow up meetings, to implementation and just as importantly, customer service. Initially, the main benefit from Shape Networks has been from a commercial point of view, however we are currently undergoing further reviews of our internal systems with Shape Networks which will benefit us both commercially and our internal infrastructure. Financial Controller, Loveurope When we set up our business, we wanted 100% cloud- based systems, so we needed an appropriate telecoms service provider. Shape was recommended to me by a CEO whose business already used Shape. Shape allow us to communicate with the world it s as simple as that and I would recommend Shape for the high level of personal service given by the directors. We have been able to grow a significant business without the overhead of internal IT and telecoms expertise. Shape is one of five key service providers whose support allows us to grow quickly with low costs and high quality systems. Partner, Rockpool UK Being less than tech- savvy, I needed a company to speak plain English and yet still deliver a quality, future- proof product and service, and that s exactly what Shape has done for us. I would indeed recommend Shape Networks; they are able to achieve that rare balance which many growing businesses lose, which is to continually improve their services whilst also maintaining the personal touch of a young business. They have helped us with greater efficiencies and scalability, which has been perfectly timed along with our own growth. Managing Director, Fleet Milne W: T: F:

18 Shape Networks were recommended to me by a neighbouring firm within my office block that were very happy with them. I would recommend them in a heart- beat. James and Sam run an exceptional business. Their approach to customer contact and overall care is above and beyond what I expect. And I m quite discerning. Nothing is too much trouble and their knowledge of the telecommunications business is first rate. If you need an office phone system or call centre management consultancy- use them. If you already have a company in place that look after your telecoms and call centre management, then dump them and use these guys. I m serious. They are the real deal!. CEO, emoov.co.uk W: T: F:

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