The Unified Communications as a Service (UCaaS) Product Overview

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2 The Unified Communications as a Service (UCaaS) Product Overview

3 THE EVOLVE IP CLOUD TOP-TIER TECHNOLOGY PARTNERS COMPLIANCE 3 RD PARTY APPS Enterprise Service Provider Verified Cloud Service Provider Platinum Service Provider

4 CONNECTING TO THE EVOLVE IP CLOUD 3 RD PARTY APPS CLOUD CONNECT INTERNET / PSTN WEST Las Vegas, NV SOUTH Austin, TX MIDWEST Cleveland, OH EAST Philadelphia, PA Wayne, PA Fiber NETWORK NNIs DS3 Your WAN Home & Remote Office COMPLIANCE PU B LIC PR IVATE Corporate Headquarters Remote Office

5 Presence Screen Sharing Mobile Sync Secure IM Video (Mobile, Desk and Soft phone) Hosted PBX Windows DaaS Hosted Exchange Mobile IM Microsoft Office Mac OSX End User

6 OUR SERVICES IP Phone Systems

7 IP PHONE SYSTEMS What s Important? Handsets or Applications? / Collab? CRM? Browser?. BYOD?

8 UC-ONE Features Instant Message & Presence Click to Dial with a Desk Phone Soft Client Application Audio Conferencing Video Calling Desktop Sharing Mobility Applications Full Call Control File Transfer

9 MICROSOFT LYNC / OFFICE 365 INTEGRATION ü ü ü ü Microsoft Lync Integration Phone Presence in MS Lync Click to Call from Lync Window Active Call Control, Call Flow Access Caller ID Presented in Lync

10 GOOGLE APPS INTEGRATION Michael Hamilton Director, Product Development Google Connect is an integrated UC solution for The Evolved Office Hosted PBX: ü Click to Call in Gmail Contacts ü Phone Presence with Google Hangouts ü Contact Sync, Gmail Call Tagging

11 CRM INTEGRATION Salesforce, ZenDesk, and Clio CRM Integration ü Inbound screen pop with CLID lookup ü Call Log Window w/ Links to CRM ü Automated Call Logging in CRM App ü Click 2 Call any Phone Number in CRM

12 CRM INTEGRATION WITH EVOLVE IP & MICROSOFT O/S More than 20 CRM Applications & ü Inbound screen pop with CLID lookup ü Open contacts in CRM Automatically ü Phone Presence & Active Call Control ü Click 2 Call any Phone Number in CRM

13 NTM SELLS ONLY THE PREMIUM SEAT AND UNIFIED COMMUNICATIONS USER.

14 UC END POINTS

15 OUR SERVICES Call Centers

16 CALL CENTER IN THE CLOUD Softphone Mobile Softphone Anywhere or Remote Office Public Internet PSTN Remote Office Work From Home Remote Office Work From Home Las Vegas Wayne, Pa Philadelphia Private Network Satellite Office Regional Office Small Office Calls Queue in the Cloud Agents Operate From Any Location

17 Why migrate your Call Center to the Cloud? Lower TCO Significantly reduce traditional telecom expenses (trunking & usage) and maintenance costs while eliminating capex for new equipment, software, licenses, or upgrades Maximize Staffing Leverage a single ACD across the entire enterprise / multiple locations Mobility Distribute call center resources simply and effectively whether in the office, on the road, or at home Scalability Increase and decrease costs with seasonality and growth. Support unexpected peaks with unlimited call capacity Disaster Recovery Queue calls in the cloud regardless of conditions at any site with built-in contingency routing Carrier Resiliency Leverage a carrier mesh network that routes calls around an impacted carrier

18 Call Center Seat Types Premium Includes Standard Features plus Skills-Based Routing Unavailable Codes Disposition Codes DNIS Based Features Force Agent Unavailable Auto Answer Auto Set Post Call ACD State Supervisor Silent Monitoring Night & Holiday Service Priority Queuing Comfort Message Bypass Max Queued Calls = 525 Standard Includes Basic Features plus Real-Time Reporting Scheduled Reporting Bounce Treatments Customizable ACD States Unity Application (Add On) Supervisor Application (Add On) Max Queued Calls = 50 Basic Hunting Algorithms Distinctive Ringing Overflow Treatments Custom Comfort Messages Music on Hold Estimated Wait Times Max Queued Calls = 25 Need to queue calls, frequent reporting, specialized call treatments, time-of-day and disaster recovery options..choose our PREMIUM service. Need to queue calls with reporting and overflow options.choose our STANDARD service Need to queue calls w/o the need for reporting.choose our BASIC service

19 AGENT OPTIONS The web-based Agent Client provides point and click control, ACD state functions (sign-in/sign-out, available, unavailable codes, wrapup, etc.), disposition codes, reports, and outbound caller ID selection. Unity Agent is a PC-based application that provides the same features plus advanced call control, services customization, call statistics, and embedded workgroup chat and presence For Agents that do not require advanced features, various options are available for state control via handsets from multiplevendors.

20 SUPERVISOR CONTROL The web-based Supervisor provides Call Center managers with real-time queue visibility, agent control, the ability to monitor or barge into calls, and generate reports in an intuitive user interface.

21 SUPERVISOR SUPPORTING Comprehensive reporting in a graphical and tabular format that can be generated real-time, for historical time periods, or scheduled for delivery.generate interval, daily, weekly, or monthly reports with ease that are delivered in multiple formats (HTML, PDF, or Excel). Agent reports provide rich insight into agent performance and behavior. Understand where time is spent and how calls are being handled. Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key metrics like call volume, abandoned calls, ASA, and service levels are readily available.

22 ANALYST Analyst is a powerful, cloud-based business intelligence/analytics tool powered by Access pre-built reports, charts and graphs Create custom reports, dashboards, and visual tools Drill-down and drill-anywhere into your call center details Combine additional data from other applications for a holistic view

23 Analyst Reporting Options Supervisor Reports Analyst (Powered by Birst) Pre-Built Reports Chart Types 9 Static 11 Customizable Mobile Access No Yes Integration with other data sources No Yes Create Customized Reports No Yes* Drill Downs No Yes Report Annotation No Yes Export to: CSV Yes Yes MS Excel Yes Yes MS PowerPoint No Yes Adobe PDF No Yes Data Retention Period 90 Days of Detail 1 Year of Summary Unlimited Report Data Set Limitations Yes None

24 REAL TIME DASHBOARDS The Dashboard is a web-based application that delivers real-time and current day statistics plus customizable alerts and notifications on a variety of devices from wallboards to individual PCs, Laptops, Tablets and Smartphones.

25 CALL RECORDING The OSSmosis web portal provides the ability to search, retrieve, and export recorded calls based upon criteria such as the agent, the calling party, the date/time, etc. The portal enables on-site or remote call quality and compliance activities.

26 OSSMOSIS ADMINISTRATION Call Center Managers require complete control over their agents and queues. Through our award winning OSSmosis Portal, administrators can make real-time changes with point and click ease.

27 EXTENSIBILITY The Evolved Call Center is supported by standards based APIs enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Work Force Management solutions.

28 For a No-Obligation Quotation Mike Roth at NTM mroth@trustntm.com