THE PERFECT CALL. ntw-software.com

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1 THE PERFECT CALL ntw-software.com

2 We take customer satisfaction seriously. ABOUT US: Become a partner: It was not purely by chance that we established our company, an innovative provider of IT communications solutions, in the spectacular Tyrolean mountains. Because just like climbing the high peaks which surround us, as many of our staff do in their spare time, we see the creation of cutting edge solutions for our customers as a stimulating challenge. Moreover, since our sales and marketing activities are taken care of by partners, we can focus entirely on our core skills in order to create high performance IT solutions. As a result, our sales partners are always guaranteed a direct point of contact for any issues they may have, and our customers have the peace of mind of knowing that they will receive products created by a highly professional team. We always aim for the very top. We are therefore always looking for partners that share our uncompromising approach - climb with us to the highest possible levels of customer satisfaction. We work exclusively with a network of certified and well-trained partners. So if you are a provider of unified communications solutions and want your customers to gain a decisive technological advantage, become a NTW Partner. Our product portfolio makes us the only provider in this segment able to cater for all requirements relating to modern communications solutions for call handling as well as for controlling and reporting. In addition to the homogenous nature of the solutions and the use of a centralised database, our approach allows you, as an NTW partner, to have just ONE point of contact for all issues and access to quick resolution of problems. 1 ONE DATABASE ONE PRODUCTBUNDLE ONE SERVICE CONTACT

3 Operator centres NTWcall is the flexible and reliable solution for call processing and handling. It is available as a single user or multi-tenant system and can cater for more than 100 agents per system scaleable to any size. It provides maximum support for agents and full control, including: > Multi-tenant capability > Call prioritisation > Presence/Messaging > Calendar functions > LiveMonitor/Wallboard Controlling NTWcount is the powerful call accounting system with time and cost oriented reporting. Call data from up to 250,000 extensions are reliably and quickly processed. Full control over multiple clients and locations is provided. > High performance > Web-based usage > Multi-client/multi-site > Flexible reporting > Web report designer Phone services NTWphone provides companies with flexible and easy-to-use XML phone services for Cisco phones. The integrated metadirectory gives access to all relevant directories and associated details. > Easy configuration > Access to meta-directories > Group functions > Speed-dialing > Direct quick-dial function Statistics NTWstat is a comprehensive analysis and statistics software for PBX systems. Its comprehensive analysis functions provide high levels of transparency and optimisation with regard to technology, personnel and telephone charges. Analysis with maximum convenience and minimum cost. > Analysis and statistics > Assessments and reports > Automated reports > Easy to use > Web report designer

4 Operate on success! NTWcall provides companies with flexible and reliable support for call processing, as a single user or multi-tenant system. Scaleability ranges from a single operator workdesk to hundreds of agents. The additional queue-dependent calendar and public holiday scheduling facility enables optimised centralisation of call processing and handling tasks in companies even for multiple locations at home and abroad. ensure that each caller across all queues is connected to the most suitable agent as quickly as possible. The integrated AbA function allows own audio files to be easily uploaded and managed based on the relevant queue. The integrated voice recording provides support for telephone training and records threatening calls if necessary. Easy to use 2-click call transfer The user interface can be adapted to suit the specific handling Intelligent caller prioritisation The efficient program logic in the system makes it possible to prioritise callers on a company-specific point scoring system. The prioritisation takes into account factors such as caller type, waiting time and ABC classification in addition to traditional criteria like call identity and queues. Agent skills task and the individual agent, while remaining straightforward and easy to use. Calls can thus be transferred using a simple 2-click approach. The versatile but straightforward search functions enable rapid transferring of calls to the correct person. The integrated presence and calendar function provides an excellent overview of the current status and schedules prior to call transfer. The modern messaging

5 SATISFIED CUSTOMERS ARE OUR AIM: NTWcall helped us to make significant improvements to our service quality and the whole call handling process. As well as a convenient user interface, the solution provides comprehensive functions to enable optimal call handling. DIETER BRUCH IT Manager at Würth function allows callback requests and calendar entries to be easily transferred via various channels. For hotels and hospitals, the call handling options can easily be extended to include transfers to guests and patients using the integrated hospitality function for Cisco Call Manager. For this, the search function makes use of alternatives such as name, device or room number. Standard check-in/check-out functions, including billing, provide the best possible support beyond call transfer. Full overview and control With the LiveMonitor, service levels can be optimally monitored using various views and integrated alarms. For comprehensive quality management, NTW also offers high level statistics and analyses: In addition to typical CDR analyses, detailed call centre reports are also available, providing breakdowns based on queues and agents. Direct integration of Plantronics Headset in NTWcall operator console full automation of attendant processes. Flexible customization per user. HIGH LIGHTS > Intelligent call prioritisation using a points system > Queue and agent overlapping load balancing > Clear LiveMonitor with alarm functions > Extensive search functions: person, organisation, keywords > Clear presence function: JTAPI, TAPI, SIP, OCS/Lync, Exchange/Lotus Notes > Simple calendar access: Exchange / Lotus Notes > Range of messaging functions: OCS/Lync, Jabber, Mail direct, Exchange/ Lotus Notes, XMPP > Voice Recording > SAP CRM Interaction

6 Count on success! With NTWcount, there are virtually no limits when it comes to collecting call data and analysing it on the basis of time and costs. The system can gather and process data from up to 250,000 extensions without experiencing any noticeable loss of performance. Flexible analysis Full multi-tenancy capability allows the simultaneous, independent use of one installation by multiple clients. This flexibility is continued in the controlling functionality provided by NTWcount. Analyses can therefore be carried out at all levels of an organisation, from individual extensions to branch offices and global analyses. Individual groupings can be created with just a few clicks. The tariff classification for connection data is carried out using impulse or table systems, depending on the provider. HIGH LIGHTS > Data security, including backup routines Complete cost allocation Numerous, highly customisable filter functions allow simple, usage-based allocation of cost carriers. The web-based report designer enables the output of graphically attractive reports in all common formats. Automated time-based exports in specific formats are also available. > Client capabilities for active re-invoicing of all PBX costs > Comprehensive provider management > Flexible designing of individual invoice layouts > Freely configurable analysis via web report designer and quickreport > Hospitality function for Cisco Call Manager > CDR for Cisco Call Manager > Operator Centers Hospitality options For hotels and hospitals, the call invoice creation can easily be extended to include guests and external patients using the integrated hospitality function for Cisco Call Manager. NTWcount provides the best possible support for tasks ranging from standard check-in/check-out functions to billing of rents or other fees.

7 function speeds up communication and can be set up easily as well as individually. Full integration NTWphone works on a central database and works fully integrated with all NTW solutions. Like for all NTW applications USE DIRECT! the web-based configuration is intuitive and easy. NTWphone provides companies with flexible and easy-touse XML phone services for Cisco phones. Most important NTWphone gives access to all information coming from one or more directories servers or databases such as Corporate Databases, Corporate Directories, Active Directories or LDAP Sources. Direct from the phone all relevant contact information can easily be searched, viewed and used. Advanced group and filtering functions extend the facility of this service. Speed up team communication Direct on the Cisco phone the group function of NTWphone delivers customizable services for team and group communication as well as for manager-assistant environment. The set-up is easy and gives maximum of individuality. Information like presence status allows quick call forwarding or redirection. HIGH LIGHTS > Integrated XML phone services for Cisco Phones > Web-based configuration and easy usage > Access to meta-directories > Various group functions > Customizable speed-dialing > Direct quick-dial function Pre-settings concerning range of contact information or preferred phone number provides maximum facility and allows predefined speed dialing. Integrated quick-dial

8 Keep track! NTWstat is a comprehensive analysis and statistics software for PBX systems, which allows extensive analysis of call volumes and telephone usage, thereby allowing detection of weak points with regard to technology, personnel and telephone charges. The resulting transparency provided by NTWstat allows ongoing optimisation of resources in order to achieve maximum productivity. Overcapacity or bottlenecks are therefore a thing of the past. Highly convenient analysis Once installed and set up, NTWstat requires a minimum of maintenance and provides maximum convenience. According to company-specific requirements and with the help of predefined templates, a high level of analysis customisation is easily possible. The results can be displayed and exported in HIGH LIGHTS > Web-based configuration > Comprehensive analysis of telephone usage > Integrated customer contact analysis > Comprehensive call statistics > Individual reporting via web report designer > Comprehensive cost statistics including comparison of network providers > Straightforward, flexible and automatable data export > CDR for Cisco Call Manager and NTW call > Operator Centers various formats (PDF, XLS, CSV). Statistics for contact centres included NTWstat not only provides a better overview and analysis of call volumes and telephone usage throughout a business, but also provides analysis of such data for the dedicated contact centre. All standard call handling statistics and analyses for contact centres are fully integrated. For all sizes of business NTWstat is a statistics solution suitable for all sizes of business from single companies to global organisations with no limits regarding size or call data records scope. NTW Software GmbH Grabenweg 68 A-6020 Innsbruck Austria T + 43 / 512 / E [email protected] W ntw-software.com