BUSINESS INTELLIGENCE FOR UNIFIED COMMUNICATIONS

Transcription

1 BUSINESS INTELLIGENCE FOR UNIFIED COMMUNICATIONS

2 TIGER PRISM Business Intelligence for Unified Communications Tiger Communications is an international market leader specialising in analytics, telefraud and billing. We have nearly 40 years experience in delivering business intelligence and management information to global corporates and SMEs. Tiger s development teams have ongoing collaboration with leading OEMs to validate complete certification and seamless integration with the very latest releases. The multi-lingual solution allows global deployment within organisations, offering control of the install and operation of Unified Communications (UC) infrastructures, easing consolidation strategies for all UC channels. Prism benefits an extensive range of people and roles within organisations, enterprises and IT service providers utilising UC: Company executives High level reporting on UC usage, costs, capacity and forecasting Financial managers / Budget holders Full visibility of past, present and forecasted UC costs Network & Telecom managers Full visibility of past, present and forecasted metrics for their infrastructure Engineers leading projects or managing UC networks Instant information, data drilling and fault analysis Department / Site managers Full control over UC usage and costs within their scope of responsibility Service providers Offer customers self-service analysis and reporting tools to ensure service delivery meets expectations Industrial security & compliance Communications logs stored for many years and instant access to UC records for data mining End users Access to their live call logs and ability to apportion personal UC expenses MANAGED SERVICES Software as a Service (SaaS) Tiger Communications offers fully managed service options, both for on-premise and cloud-hosted environments. This allows customers to greatly reduce operational overheads and completely eliminates housekeeping activities. This model is highly scalable in order to facilitate future expansion, offering both Guaranteed Levels of Service (SLA) and Software Assurance, providing access to new releases and features. By converting one time investment to recurring costs, you can immediately benefit from the new Prism features and have full visibility of lifetime costs.

3 ANALYTICS Analytics is the discovery and communication of meaningful information from acquired data Let Prism s intelligent toolset drive your business decisions to make optimum use of your UC infrastructure. Fast Analytics Visualise data in seconds. Search, slice, aggregate and chart metrics for detailed insight into costs, quality, bandwidth, performance, usage & adoption Ease of Use Analyse data with intuitive drag & drop Share in Seconds Publish content with just a few clicks to share it securely 60 Smart Dashboards Instantly combine data in easy to understand graphical views tailored for technical teams, users and high-level management Modelling & Forecasting Near instant access to data allows for quick and easy scenario modelling. You can easily drill down into data, simulate savings generated by new costs or migration to a new infrastructure or routing configuration Real-Time Immediately access and analyse current data output from your UC network Zoom in to Big Data Quickly drill down to the lowest level of detail from datasets containing billions of records Utilisation Perfect for quick reporting, problem solving, forensics, financial analysis and forecasting Global deployment ready: Time Zoning Prism encompasses coordinated Universal Time (UTC) when linking calls within a global network. This ensures true start times and durations of linked calls within the relevant reports. Multi-currency Prism supports local specific currency costing of calls, together with a system wide base currency for global site reporting. The currency conversion matrix can be maintained manually or be linked to an online currency service provider. Multi-language The system fully supports multiple languages through all user interfaces and reports, offering seamless interaction for users.

4 BILLING & INVOICING Billing and cost distribution are fundamental components of the Tiger application Billing and Invoicing includes fully audited, transactionbased invoicing. Prism enables flexible cost uplift based on percentage or alternative tariff rates, this allows clients to both reconcile their carrier bill to ensure correct charging and recover revenue from internal business units, third parties or customers. Billing and Invoicing features a highly flexible directory definition and integration tool allowing clients to arrange business units, cost centres, geographical regions, people, devices and endpoints to fit their organisational structure. This enables allocation of collaboration channel usage including speech, video and instant messaging of each device to the end user. Prism supports creation of one-off or recurring charges for any type of service, for example, service provision, applying adjustments to credit previously generated invoices and view historic transactions for any asset. It is also easy to import billing data from third party bills including SIP Trunking, Mobile / Cellular phones, fixed assets or any platform that generates itemised event data. An interactive portal is available which allows clients, managers and end users to view the content of each historic invoice, available to them based on their designated security level. Organisations can use reports to notify department managers or third party clients of their usage and, additionally, push data exports to upstream financial systems to include charges for telephony in One Bill. PERSONAL CALL MANAGER The cost of employee time spent on private or personal calls has a significant impact on an organisation s bottom line The Personal Call Manager provides a web browser interface for each user to simplify the assignment of personal and business calls on work and mobile devices. This helps companies understand the time impact on business processes caused by personal telephone calls and to potentially recharge users, thus complying with legislation and reducing telephony call spend. Increasing employees visibility of the costs they incur, and highlighting potential lost productivity, encourages self-responsibility and delivers further improvements in workforce efficiency and cost saving. Prism manages billing periods to ensure activity is grouped based on data availability. For example, UC information may be allocated based on calendar month. However, mobile / cellular data or third party charges may be mid-month or quarterly. Prism can notify users by when billing periods have been opened, are due to close and the user has not validated their personal calls, or have now been closed. Administrators are able to view summary information within the portal, including total calls, total spend and business versus personal spend and time. Users have the ability to create their own address books for regular personal numbers. Each time a call is made to one of these designated numbers Prism will suggest it is a personal call, therefore reducing the time required for a user to validate selections at the end of the billing period.

5 FRAUD DETECTION & ALERTING Profiling enables individual call tracing and trend analysis features, which can be used in stand-alone, multi-site or global networks Many organisations have a dedicated security team to investigate and prevent fraud, however, these tasks may also be the responsibility of finance or IT departments. Utilising Prism to proactively monitor real-time data saves time and effort as information about threats will be pushed to users and alert groups to instigate immediate action. Our business intelligence tools automate immediate, proactive notification of toll fraud, malicious calls, hacking and security breaches across all UC platforms using any combination of SNMP, or SMS (via Internet or Relay). Additional capabilities: High / low response times on any combination of departments or extensions to analyse current business practices, staffing levels, compliance with broadcasted response levels, etc High / low cost or duration of calls to any or user specified destinations (international, mobile, directory enquiry, etc) With easy to use wizards, customers can define system profiling tailored to their business and set upper and lower limits of: Costs Volume / Call rate Duration / Time $40 billion 94% The Communications Fraud Control Association (CFCA) estimates annual fraud losses to be in excess of $40 billion (USD) Organisation Call traffic Destination of organisations surveyed noted that fraud has either increased or at least maintained previous levels High / low trunk utilisation on any combination or number of trunks / trunk ranges to highlight analysis requirements of current call routing and possible network failures Notifications of departmental budget over-runs to individual managers / finance directors Frequency of calls to / from / between specified extensions or departments to analyse productivity of staff Emergency calls for identification of location and auditing

6 DASHBOARDS Prism dashboards provide a live snapshot of the most important numbers To ensure continued service availability and optimal performance of the communications infrastructure, businesses require a number of different tools to track progress in real-time. Prism has the capability to create personalised data widgets, represented by tables, maps, graphs and gauges to visualise complex information relating to Key Performance Indicators (KPI data) within your business. Data represented on dashboards can be instantly filtered by business organisations, locations or periods. This allows immediate visualisation of data through an easy to use interface, either on a global scale or targeted at a specific part of the organisation. Formulae can be applied to data sets allowing calculation of totals, averages and breakpoints, presenting valuable statistics for expense monitoring, user adoption, response levels, gateway capacity, or any other data collected by the system. REPORTING Use Prism Reporting to help communicate information, make decisions and identify cost saving opportunities Prism offers a full range of ready-to-use reporting tools and services, thereby enabling your staff to create, deploy and use reports quickly and easily. Fulfilling the requirements of multiple users across the world is a challenge for many applications but, by utilising the fully customisable reporting features of Prism, data can be compiled, presented and represented using combinations of tables, graphs and charts. Clients can apply numerous calculations to the available data sets to summarise totals, averages and breakpoints, e.g. response levels or times of day. All forms of reporting can be scheduled (according to required frequency) and ed. The ready reports can be viewed in various formats (including PDF, Microsoft Office Word, Excel and Powerpoint documents). These reports can highlight key areas such as: Cost allocation across the business (Departmental cost summary) Network occupancy to identify maximum and peak usage (Channel group summary) Areas of high / low usage (by phone, dialled number, caller number, channel) KPI / user activity (Department / extension answer performance) Exceptional calls (High cost, long duration, repeat dialing) User interface Prism offers accessibility via a user-friendly, web-based interface for convenient access from any location, with no client software installation required. The Prism portal has been designed to be intuitive and accessible to all. Using the latest HTML5 web technology, Prism offers fast, scalable and cross-platform access on all devices including PC, Mac, tablets and smartphones. The interface fully supports bespoke theming and easily blends with existing corporate identities.

7 USER ADOPTION What is user adoption? UC creates many new ways of working, often bringing a significant change to the way users interact. User adoption is monitoring the migration from traditional ways of working to the new capabilities brought by enabling workers to view presence status, have real-time interactions and collaborate with their co-workers through chat, voice, video and conferencing. Market studies indicate that organisations are not fully realising their investment in UC deployment, citing poor adoption strategies as the cause, even though the technology is shown to improve communication and collaboration. The deployment fails to reach its full potential because either functionality is under-utilised or not used at all. Measuring the rate of adoption and optimising the full functionality across the different scopes is key to calculating ROI of any UC deployment. By allowing users to clearly visualise the level of savings generated by the investment, the more they will engage with the new features and become their own champions for improving the way they work. How Prism monitors and reports on user adoption Prism is built to encompass new UC usages, such as personal video, softphone, instant messages, desktop sharing and file transfers. By monitoring user adoption and providing instant dashboards and reports showing trends over time, Prism gives you unprecedented visibility of your UC infrastructure s lifespan. Organisations have the ability to monitor both financial and technical KPIs from project inception to day-to-day operation: The proportion of new users over former users to see the penetration rate of the new usages The rise of softphone usage over physical device calls The impact of the video calls from personal endpoints on your conference room usage Time of day and volume information regarding instant messaging, desktop sharing and file transfer usage Vendor Agnostic and Cross Platform Reports Tiger partners and collaborates with the leading OEMs, ensuring Prism remains vendor agnostic with seamless integration to all platform releases. Prism provides a centralised, consolidated billing and reporting solution capable of processing data from UC Infrastructures, Carrier Bills, Mobile / Cellular providers, Fixed Line, Conferencing and Fax services. Data can be collected through common protocols including sftp, ODBC and CSV and provides a complete overview of telephony expenditure and types of communication channel including: Return on Investment calculations, which easily display the savings generated by the new usages Speech IM Video SMS Data App Sharing Organisations are no longer tied to a particular vendor thanks to the ability to query in a directory, user or infrastructure-centric way and view all activity for a collection of business devices. Prism matches the business view of your organisation, abstracting the complexity of your physical infrastructure and presenting information in a global, organisationally focussed way. Companies having several distinct UC infrastructures, from different OEM vendors, can enjoy easy and seamless global view access to this information.

8 ARCHITECTURE Prism uses the most modern and common software and architecture industry standards All currently supported Windows Server versions Standard IIS and Microsoft SQL Servers HTML5 interface supported in all modern browsers with no plug-in required Modular software infrastructure (easy to update) Full access to your data: public API allows you to run 100% of system operations through third party software with no loss of performance SQL Database CDR Source Collection Service Collection Operations Device Browser Network Web Server Prism automates frequent backups to protect against accidental or malicious data loss and can be configured to push to designated network storage areas. Multi-tenant architecture SQL Database A SQL Database B Warehouse SQL Database C Customer A Collection Service Collection Collection Collection Customer B Collection Service Operations Operations Operations Customer C Collection Service Warehouse Warehouse Warehouse This allows logical and / or physical data separation for: Managed Services Providers with shared infrastructure Shared IT Services across different organisations Security constraints on data access or physical data storage, including location

9 Performance and scalability Prism has been designed to be extremely fast for large corporations, making it lightning fast for the vast majority of UC infrastructures worldwide. Utilising Kimball Warehouse Design and Microsoft SQL Server infrastructure, Prism allows near real-time access for data mining, analytics and reporting. Operating in customer environments with billions of calls, hundreds of thousands of phones and processing hundreds of new calls per second, Prism gives users near instant access to huge volumes of data. Security Handling sensitive data, including personal employee details and their telephone activity, dictates that system security is an essential factor in the design of Prism. Features include: All system access is secured through HTTPs browser connections Single Sign On Delegated Password Authentication to external systems (Active Directory, Novell, Shibboleth) to ensure policy compliance Security Groups to restrict access to data, e.g. region, country, location, department or down to individual Access Groups to restrict users to particular system modules and functions Systemwide activity logging, including detailed user activity events Digit Masking and Digit Privacy set at any organisational level Interoperability / API Prism has been designed and implemented to support, present and provide an industry standard Application Programming Interface (API) enabling secure access to the entirety of core data and functionality within the platform, giving you full access to your information at all times. Using the API, customers can extend, customise and harness the power of Prism within their own, or third party, applications. Secure access (using the product tree-based security) to create, read, update and delete API operations can be performed on: Call Records Directory Information Asset Information System Users Invoices Tariffs Prism maintains a full audit trail and control of all API requests, allowing administrators to safely and securely monitor all activity. DIRECTORY INTEGRATION Prism s Directory Integration provides automatic synchronisation with client s directory sources. Integration with Active Directory, SQL, LDAP or ODBC compliant databases are supported, together with imports from flat, text or CSV files. Prism permits the creation of a number of tree views, allowing organisations to create multiple representations of the directory data, for example organisational, geographical and cost centre. Once created in Prism, all data is displayed in an easy to use Directory Definition interface, visualised in a familiar parent / child tree style to ensure ongoing housekeeping and accuracy. This facility enables dashboards and reports to summarise information in many ways to accommodate all user requirements. Prism also maintains a detailed change history identifying the date and time of events. Prism is capable of storing complete asset meta-data utilising standard fields (location, model, name), plus additional user custom fields (for example room, purchase date and end of life date). Data export Prism provides the capability to export to PDF, Excel, CSV, Word, PowerPoint, flat files, and HTML.

10 RETURN ON INVESTMENT (ROI) Highlighting areas where Prism excels Modelling and forecasting Prism s near instant access to data allows for quick and easy scenario modelling. You can effortlessly drill down into data, model savings generated by new costs, forecast your future carrier expenses or UC related costs, or simulate the migration to a new infrastructure or routing configuration. Rate of adoption Measuring across the different scopes is key to calculating the ROI of any UC deployment, by allowing clear visualisation of the level of savings generated by the investment. The more users engage with the new features and reduce travel, the greater the savings. Assessment of alternative carrier costs leading to potential cost savings by implementing least cost routing and tail end hop off. By installing various competing carrier tariffs, reports can be generated using current and historic call activity to highlight areas of overspend, future potential savings and most cost effective carriers based on the call traffic. The Comparative Cost Summary will provide a definitive answer to questions such as which is the most cost effective carrier for my International call traffic patterns?. Identification of high spend / high usage areas of the company to streamline working practices and highlight any areas of potential abuse or fraudulent activity. Departmental cost summary Effective allocation of call costs to departments, providing accurate figures with which to recover costs and assign equipment charges. Trunk occupancy monitoring and modelling leading to cost savings through identification of under-utilised lines and effective future network capacity planning. Identification of cost savings by highlighting out of hours calls, calls to non-business numbers, etc, report generation on premium rate or non-business mobile numbers enabling tracing back to individual extensions to recoup costs on all non-business related activity. Analysis of telephone activity departments are encouraged to take responsible action regarding their telephone activity, frequently leading to staff being more conscientious when making calls. Analysis of mobile call costs often an area where extensive savings can be made. In particular, high cost calls to employees using mobiles from within the company premises where land lines should be utilised instead. Themeable interfaces blending within your visual identity Performance Dashboard Built-in Reporting Channel Group Utilisation View My Calls Directory Management Top Users Dashboard

11 TESTIMONIALS What our customers say about us Departments are encouraged to take responsible action regarding their telephone activity, frequently leading to staff being more conscientious when making calls - Retail Customer The University s switch to Tiger s Managed Service cuts call management costs by 50% with improved billing, moves, adds and changes - Higher Education Customer Moving forward, we expect Tiger to help us streamline and improve the delivery of telephony, especially as we move to a VOIP solution at more sites across the region - Financial Services Customer One of the largest Tiger users in our company was industrial security, who required proactive alerting and fast autonomous access to telephony information to support compliance enquiries - Financial Services Customer Foundation Trust uses Tiger to challenge phone abuse in real time and cut international call costs by 80%. Meanwhile, Tiger is being used to track down neglected extensions and deal with abusive calls and disciplinary matters, as well as being a day-to-day administrative tool - Healthcare Customer We were able to monitor in real-time whether our call strategy was working and how calls were being distributed across vendors. We could spot bottlenecks with queues and potentially allocate more resources based on historic or on-going trends - Higher Education Customer Tiger helped us model the VOIP links for on-net traffic during migration from legacy PBX to VOIP. Without this information we may have added costly services to sites that did not require them or under/over subscribe. We are now using Tiger reports across 40,000 extensions in 150+ countries - Global Transportation Customer Tiger allowed my international company to easily visualise the communications flows between countries (internal and external), helping me to forecast, prepare and deploy a least cost routing call flow matrix, generating hundreds of thousands of yearly recurring cost savings by routing outbound calls to the most cost efficient path - Large Multinational Customer

12 Office locations Tiger Communications plc Christchurch Road Ringwood, Hampshire United Kingdom BH24 1DH Tel: +44 (0) Fax: +44 (0) Web: Tiger Communications SAS 38, rue de Berri Paris France Tel: +33 (0) Fax: +44 (0) sales@tigercomms.com Web: