Recording & Evaluation mobile and fixed platforms for every business. Screen Recording. Integrated Management Platform. Workforce Optimization

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1 Recording & Evaluation mobile and fixed platforms for every business Screen Recording Integrated Management Platform Workforce Optimization Quality Monitoring

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3 MedTel s WORKFORCE OPTIMIZATION SUITE IS A CALL RECORDING solution that allows businesses to simply record multi-media interactions, including chat and , across fixed and mobile devices over a wide-range of network configurations, such as TDM, VoIP and hybrid telephony from an unlimited number of locations. With seamless integration through the entire suite, clients can smoothly implement a sophisticated solution at the most affordable price on the market. As a result, your employees are empowered to deliver unparalleled service, while your organization mitigates risk, protects confidential data, and documents all operational information. Measure Effectiveness Access Interaction Evaluate Performance Deliver Quality Drive Satisfaction RETURN ON INVESTMENT With exceptional recording and monitoring capabilities customized to suit every business, you will quickly experience rapid ROI through proven increased customer satisfaction and improved employee morale. Plus, users enjoy simple yet robust features and functionality, including automatic and manual recording options, search and replay, live playback, a plethora of quality management tools and reporting methods, all at the most competitive price available today.. TRIED AND TRUE MedTel offers intelligent, flexible, reliable call recording for very small offices, SMBs, large enterprises, and contact centers alike. This best of breed voice and screen recording solution, which integrates quality monitoring, alarm services, encryption, reporting and mobile applications, is certified for interoperability with industry-leading call management and voice switching manufacturers. CERTIFIED INTEROPERABILITY PARTNERS

4 UNMATCHED VALUE When it comes to value for price, there is no competition. Feature for feature MedTel is absolute in its commitment as the most competitively priced solution on the market. As a MedTel customer you not only benefit from an industry-leading platform, but you ll experience increased client satisfaction and employee morale, yielding improved processes and higher profit margins throughout your entire organization. CLIENT BENEFITS Compatible Integrates with a wide range of PBXs standalone or networks with a unified interface & industry standard formats. Robust Captures, stores, & tags multiple interactions including voice, text & screen, live, on-demand & real-time. Seamless Workforce Optimization includes screen logging, quality monitoring, & integrated unified management platforms to optimize operational efficiency. Resilient Delivers peace of mind with enhanced encryption that prevents data violation & unauthorized access. Scalable Customizable applications to suit specific organizational demand, from small business to global enterprise. Mobile Accesses recording databases whenever & wherever, via the user friendly webbased platform or mobile platform supports ios & Android. Organize Stores & retrieves call recording files based on event time & call information from centralized or distributed archives. Flexible Integrates with existing network infrastructure & adapts to any business environment, providing a solution that fits perfectly into every organization seamlessly. Standards Streamlined maintenance leverages open standards & non-proprietary hardware. ADVANCED INTEGRATION TDM and IP audio are compressed into industry standard, non-proprietary GSM and.wav formats, extending client options for file sharing and application integrations. In addition, advanced query capabilities support a wide range of search criteria, enabling you to customize playback lists and preferences.

5 FLEXIBLE AND COMPLIANT With single or group device management and a detailed backup strategy, archiving is efficient and flexible. The recycle feature assists users with managing data so you can retain large volumes of calls online, as well as archive to removable media and networkbased resources. Screen logging provides organizations with a 360 o view of agent activity, capturing both voice and screen interactions in sync, selectively, or 100% of the time. Compliant with PCi-DSS standards, businesses can automatically or manually ensure sensitive data such as credit card numbers, CVC pins, TPins and more are not captured or stored. SIMPLE AND CONVENIENT The web-based interface offers simple management and file access across the network. Applications do not have to be installed on agent or supervisor PCs for playback, making the system easy to use and maintain. Password protection controls data access and playback privileges as well as live monitoring of agent activity both screen and voice in real-time. Mobile call queries allow for very simple and instant access on the go. Users can quickly and easily search and playback recordings regardless of time or location using an ios or Android smart device.

6 EMPOWERING AND PROACTIVE Comprehensive diagnostics and alarm monitoring services empower administrators to proactively manage the system with automatic detection services for: Archive device full Channel disconnection No recording during 'X' time Security dongle abnormalities Abnormal processor, memory and services Heartbeat 'alive' check on the recording server Abnormal calls, i.e. ultra-long and ultra-short calls With support for SNMP v1 and v2, system diagnostics are sent via or thin client, delivering advanced notification to ensure maximum up-time and complete organizational recording. COMPREHENSIVE TRACKING Complete with an audit trail, MedTel s solution provides comprehensive details of all system activity including: search, replay, exported files, adds, moves, deletions, changes, live monitoring, and more. All user specifications are tracked, including IP address, host computer name, and username to ensure validity. For extended analysis, audit reports can be exported to programs, such as MS Excel, for easy viewing and investigation. MAXIMUM SECURITY Confidentiality is critical when it comes to recorded voice and data. The built-in encryption module assures the highest level of security and protects against breeches with layered encryption levels. With 256bit AES encryption all files are safeguarded ensuring business privacy is never compromised.

7 COMPARISON MedTel s Workforce Optimization Suite leads the competition in functionality, interoperability, and price. With its robust specifications that exceed end-user expectations, MedTel delivers a proven, trusted and unbeatable solution in today s market! Features MedTel Verint Nice AudioLog RedBox Alarms - System support including service issues, back-up disk full, etc. Y Y Y Y Y Alarms - Service issues sent via thin client and/or to administration Y Y Y Y Y Cisco - Conference Mode (BIB) recording Y Y Y N N Avaya - Conference Mode (CMAPI) recording Y Y Y N N Encryption - All voice recordings can be encrypted with 256bit AES Y Y Y N N Mobile - Search & replay via mobile: Apple devices Mobile - Search & replay via mobile: Android devices Quality Monitoring - Agent Self Service assessment, self-evaluation, appeal scores Quality Monitoring Interactions exported as.was,.avi PCI-DSS - WebService API integrates pause/resume/start/stop of voice recording to CRM Screen & Voice Recording can be stored as single file Instant Playback - from start of call and during an active conversation Alarms - Advanced monitoring and alerts Y Partial Partial Partial Partial Monitor recording services Y Partial Partial Partial Partial Monitor CPU usage Y Partial Partial Partial Partial Monitor memory usage Y Partial Partial Partial Partial No recording during "x" time (based on operating hours) Y Partial Partial Partial Partial Lost recording channel signal Y Partial Partial Partial Partial Ultra long live call Y Partial Partial Partial Partial Ultra short live call Y Partial Partial Partial Partial Formats - System records in MP3 format Y Partial Partial Partial Partial Formats - System displays 2 waveforms to distinguish between caller and recipient Y Partial Partial Partial Partial (IP/Digital) Formats - System records in WAV format with multiple codec formats Y Partial Partial Partial Partial

8 Ideas That Communicate MedTel Services, LLC 2511 Corporate Way Palmetto, FL MedTel Services, LLC. Specifications subject to change without notice. MedTel Services, Ideas That Communicate and the MedTel Services logo are the trademarks or registered trademarks of MedTel Services, LLC. All other products are the trademarks of their respective owners P/N: XX Rev.A