INGRAM MICRO HOSTED COLLABORATION SOLUTION (HCS) CONTACT CENTER

Transcription

1 INGRAM MICRO HOSTED COLLABORATION SOLUTION (HCS) CONTACT CENTER Executive Summary Business leaders everywhere are looking for competitive differentiation for their products and services. One of the new trends is to complete a strategic analysis of the value that cloud-hosted contact centers play in the customer-care strategy. Today s consumers are very knowledgeable about the products they use. They spend time pre-qualifying their purchases, investigating optional solutions by visiting websites and social media sites to assist with their pre-purchase decisions. These customers demand value-added, personalized service in real time, using voice as well as text-based communication channels. To respond in this new age of the informed consumer, companies are increasingly leveraging customer-service solutions as a competitive differentiator. Until the introduction of cloud-based contact centers, investment in contact centers was mostly limited to companies with the budget to absorb the high capital expenditure investments to standup and maintain a private call center. These investments required dedicated inhouse support as well as complex integration with multiple third-party applications to provide a very customized solution. What the legacy contact center eventually became was a customized deployment of business-specific integrations, built in a silo, and providing very little flexibility to introduce new capabilities such as interaction routing, chat, social media, etc. Addressing these new customer-care trends required significant planning, pre-integration and long deployment cycles to complete new-function integration, which most times realistically was deployed as a separate silo of a single supported service such as social-media monitoring and response. The costs and ongoing IT subject matter expertise to maintain a customer-care advantage placed this option out of reach for most small and midsize businesses. Ingram Micro Hosted Collaboration Solution (HCS) Contact Center is based on Cisco Unified Contact Center Express (Unified CCX). It s designed to provide a highly secure and available customer interaction-management solution for up to 400 agents as a hosted SaaS solution. The Ingram Micro solution provides customer segmentation with state-of-the-art interactive voice-response capability and proactive customer service for a superior customer experience with integrated contact management. Multi-channel capabilities include services for voice, , Web Chat and social-media customer care. To further enhance the traditional Cisco Unified CCX solution, Ingram Micro has pre-validated integration with the advanced solutions offered by Calabrio in its contact center optimization suite of solutions: Calabrio ONE. Optional solution packages from Calabrio include services for call recording, quality management, analytics and workforce management. Calabrio and Cisco share a strategic relationship spanning two decades, resulting in tightly integrated product offerings. Calabrio is an active member of Cisco DevNet, as well as an OEM desktop developer and the OEM partner for Cisco Unified Workforce Optimization products. The integration of Calabrio products with the traditional Cisco HCS CCX offering provides Ingram Micro customers with a forward-thinking customer-care solution, focused on providing ongoing solution enhancement and development that will provide and maintain a competitive edge. Standing up a new contact center or moving from a legacy on-premise to the Ingram Micro HCS Contact Center provides many advantages: Disaster Recovery/Business Continuity The need for business continuity is especially true for contact center operations, which are needed most as a consequence of disasters. With every agent operating as a remote agent from a cloud-hosted resource, cloud architecture and deployment options provide a near-seamless business continuity strategy. Cost Savings Ingram Micro HCS addresses the large upfront investment of standing up a collaboration platform that integrates with contact center by having a pre-validated solution design already operational from the hosted data center. With a monthly recurring cost associated with the solution as a service, the large upfront investment hurdle is removed; it s replaced by a predictable monthly fee.

2 Rapid Time to Deployment Cloud-based solutions can be deployed in a matter of hours, not weeks or months; are easy to deliver to remote agents and internal employees; provide the flexibility to easily expand to add new functionality and multi-channel support; and are easier to maintain compliance with changing industry and government regulations. Customers are building an expectation of value-added, effortless customer service over the communication channel of their choice. Improving the customer experience is a strategic goal of many businesses today, based on the knowledge that good customer experiences lead to customer loyalty. Visionary organizations are constantly on the hunt for innovative ways to distinguish themselves and their products. Ingram Micro HCS Contact Center solutions provide a low-risk method to bring dramatic, landscape-shifting change to these organizations and their perception in the marketplace. Product Overview Ingram Micro HCS Unified Contact Center meets the needs of companies that have a requirement for easy-to-deploy, easy-to-use, secure, virtual, highly available and sophisticated customer interaction management for between 10 and 400 agents. The solution, based on Cisco Unified Contact Center Express, provides agent-based service as well as fully integrated self-service applications, resulting in reduced business costs and improved customer response. The solution provides sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services. The Ingram Micro HCS Contact Center is provided in two packages: Enhanced and Premium. All Unified Contact Center Express products are tightly integrated with the Ingram Micro Hosted Collaboration Solution to provide a complete contact center collaboration package. Routing Capabilities Ingram Micro HCS Contact Center routing supports a wide range of routing logic that can accurately target and selectively route defined classes of contacts, or provide options to single out individual contacts for customized, prioritized routing treatment. Call-routing behaviors can be based on conditional events, such as time of day, day of week or holiday routing. This includes the ability to specify service levels, move contacts between agent groups and reprioritize contacts in the queue based on your defined business rules. Product integration options with your customer database can help ensure that the optimal routing decisions are made and give agents information on a per-contact basis through a CRM or other application screen pop. Management Agent is a basic queuing and response system, provided as a zero-footprint feature that s tightly integrated into the agent desktop embedded browser, with controls built into the toolbar and display. It enables contact centers to queue and route messages to staff and skilled agents, helping balance and call-handling activities. Additionally, you can configure the response process to include review of less-experienced agents replies by experienced agents before their responses are delivered to customers. With agent desktop controls built into the toolbar and display, Agent provides contact centers with an essential feature set that: Queues and routes messages to staffed and skilled agents, helping achieve a balance between and call-handling activities. Facilitates the creation and review of the agent s response, to help control quality. Provides a collection of real-time and historical reports that can help measure performance.

3 Web Chat Web Chat, which is available with Premium licenses, provides entry-level features for managing customer interaction through the company website. Supervisors can blend voice and chat operations with the ability to allocate or not allocate chat contacts while an agent is on a voice call. Two routing algorithms are offered: most skilled agent and most idle agent. Transcripts of chat sessions can be retained and retrieved. Historical and real-time reports that are specific to Web Chat are available. A tool for creating sample code for the customer website form is also included. Outbound Dialing Capabilities The outbound dialing option complements the powerful inbound call-handling capability of the platform by offering blended preview outbound dialing and outbound IVR capabilities. You can build campaigns to use preview dialing that s integrated with inbound calls to provide a blended inbound/outbound solution. These blended functions let agents serve both inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the most efficient use of agent resources. In addition to blended preview outbound dialing, the solution also includes outbound IVR capabilities designed to deliver automated, IVR-based outbound communications to customers. You can use outbound IVR for applications such as appointment reminders and emergency announcements. Outbound IVR also supports Call Progress Analysis (CPA) to automatically detect voice answer, answering machine, fax and modem, busy and reorder tones. Computer Telephony Integration Ingram Micro HCS Contact Center can integrate with any CRM or other application that can run on the agent s Microsoft Windows desktop. Integration is achieved by using a powerful real-time programmable CTI workflow engine that invokes keystroke-macro emulation to automate the transfer of caller-entered information, or by performing an external application action. Integration tools, through support for custom Java classes and methods, can be invoked under real-time workflow control. These features facilitate the integration of Cisco Agent Desktop with other Windows and Web-based applications with minimal software development. In addition, the Premium option allows you to apply HTTP integration to provide integration and a screen pop with browser-based applications such as Salesforce.com running in the Cisco Agent Desktop embedded browser. Finally, a third-party CTI protocol provides for deep integration with ACD and IVR subsystems for traditional custom computer telephony integrations. IVR and Self-Service Capabilities and Benefits Unlike many competitive products, Ingram Micro HCS Contact Center does not require purchase of additional IVR services; instead, it provides an integrated, ready-to-use IVR solution. Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses through dual-tone multi-frequency (DTMF) processing to make routing decisions or to present a screen pop to the agent. The Premium option adds the ability to have true, sophisticated and fully automated selfservice applications integrated with your agent-assisted contact interaction management. This critical feature enables significant cost reduction on a per-contact basis and provides significant flexibility in handling customer contacts. Support is provided for adding advanced self-service technologies such as Automatic Speech Recognition (ASR), Text to Speech (TTS) and VoiceXML. The application also supports real-time notification services through and third-party fax or paging solutions, as well as the ability to invoke custom workflow processing (for example, Web-based callback) through HTTP requests. Cisco Agent Desktop and Cisco Unified Presence Integration Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-time collaboration into the broader enterprise by integrating the contact center desktop applications with Ingram Micro HCS Unified Presence. Through this integration, agents and supervisors can collaborate with relevant

4 colleagues and subject-matter experts outside the contact center. For efficiency and convenience, the contact center defines the view to show only those colleagues who are appropriate for agents to access. Both parties use familiar applications. Contact center personnel use the Cisco Agent Desktop and Cisco Supervisor Desktop, and subject-matter experts outside of the contact center use Ingram Micro HCS Jabber IM and Presence solutions. This feature helps agents connect with experts on the first try by knowing beforehand whether they are available and how they prefer to be reached. Unified Presence integration features include: Shared contact lists that provide visibility only to those enterprise colleagues appropriate for agents to access Ability for agents to quickly and easily share caller data with subject matter experts Ability for agents to also use this dialogue to conference an expert into the call, or even transfer the caller to the contact Social Media Customer Care Cisco SocialMiner software provides a social media customer care solution for Ingram Micro HCS Contact Center that enables your company to proactively respond to customers and prospects communicating through public social-media networks such as Twitter and Facebook or other public forum or blogging sites. SocialMiner software must be deployed on a separate server, and agent entitlements are available with Premium licenses. By providing social-media monitoring, queuing and workflow to organize customer posts on social-media networks and deliver them to your social-media customer care team, your company can respond to customers in real time through the same social network they re using to communicate. SocialMiner software searches multiple social networks to capture public customer postings and then organizes, filters and prioritizes these postings and presents them to your customer care team for response. Your customer service representatives could respond to a customer service problem or reach out to new customers looking for information about your products or services. Agent Capabilities and Benefits Enhanced and Premium agent seats can be either PC or Cisco Unified IP Phone-based agent stations. Each seat provides full licensing for Cisco Agent Desktop or Cisco Unified IP Phone Agent, Cisco Supervisor Desktop, Cisco Desktop Administrator and Cisco Historical Reporting Client. Cisco Supervisor and Agent Desktop include on-demand recording in addition to full licensing. If a PC failure occurs, an agent is fully licensed to continue working through the Cisco Unified IP Phone Agent. Ingram Micro HCS Contact Center keeps the agent in touch with every call through critical data and call-state information by providing the ability to present a screen pop to the agent for each call. Information presented to the agent includes customerentered data as well as call-state information describing how long the call has been connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the caller. Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice contact workflows, the enterprise data pane and the integrated browser display (screen pop) show agents customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information. Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed functions that shorten response time and automate after-call work to follow up on a customer inquiry. Collaboration tools such as chat and transfer of caller data help keep responses accurate. Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business rules based on critical call-state events, the ability to invoke any CRM or other application that can run on the agent s Microsoft Windows desktop, and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that application. When the Premium Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all the controls necessary for agents to participate in outbound campaigns. The Premium Outbound option enables either dedicated outbound or transparent blended inbound and outbound call handling for agents.

5 For contact center agents, the Ingram Micro HCS Contact Center solution offers: Call control: Agents can perform third-party call control, including answer, hold, conference and call transfer using dashboard toolbar buttons. Agent automatic call-distributor (ACD) state control: Agents can log in, control their ready state and provide reason codes for these state changes. Screen pop options: include displaying caller data and caller-entered information. Cisco Agent Desktop: This is a Windows-based agent desktop application that includes Agent ; Ingram Micro HCS and Unified Presence integration; and work-flow and third party application integration tools. Cisco Agent Desktop Browser Edition: Java-based agent desktop application supported in Windows and Red Hat Linux environments. Cisco IP Phone Agent: IP phone-based agent application. Task automation: Using a single-click method, agents can execute frequently performed predefined actions, such as a blind transfer to a specific extension or launching another desktop application, etc. Event-triggered work flows: This feature enables a sequence of actions to take place automatically when a specific call event occurs, such as displaying a screen pop when a call is delivered to an agent, changing agent work states when a call is dropped or starting call recording when a call is answered. On-demand recording: This feature enables agents to record any call on demand. Wrap-up codes: At the conclusion of the call, the Cisco Agent Desktop can present the agent with wrap-up dialogues to categorize the nature of the call. Agent chat: Agents can exchange instant messages with other agents or supervisors on their team, or with Cisco Unified Presence-enabled subject matter experts. Phone directory: The searchable phone directory displays the phone book to automate dialing of an outgoing call. Real-time reporting: Agents can see consolidated queue statistics directly on their desktop application. Contact appearance: The application displays data about the agent s current call. Integrated browser (Premium): A simplified multi-tabbed browser application within Cisco Agent Desktop improves productivity in processing a customer request. You can also use the integrated browser in event-triggered work flows to automate a screen pop. Hot-desking and extension-mobility support: This feature provides the flexibility for agents to sit at any available agent station while maintaining their unique settings. Supervisory Features The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat, monitor, record and send team messages allows managers to coach, train and encourage agent behavior so that agents consistently perform their job functions and process calls efficiently. The ability to send agents scrolling team messages, and to chat with individual members or the entire team, enables supervisors to coach agents, resolve problems and instantly communicate business changes. Supervisors can coach agents unobtrusively on cross-sell and upsell opportunities and help agents resolve customer situations. Within the supervisor desktop, contact center managers can see team performance, agent statistics and status at a glance by using easy-to-navigate tabbed pages and graphical reports. To coach agents, they can silently monitor calls and offer encouragement using chat. They can also initiate call recording for later review and training. Supervisors can interrupt an agent s call to create a three-way conference, and then interact with both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a call using the Intercept feature, allowing the supervisor and caller to complete the call on their own while the agent handles another customer request. Supervisors can change an agent s state from their desktops. For example, agents may forget to make themselves available to take calls after a break or neglect to log out when they are away from their workstations for an extended period. With Cisco Supervisor Desktop, supervisors can easily log out missing agents or make unintentionally idle agents ready to take calls. Supervisors can also change an agent s skill profile in real time. This capability gives supervisors tactical tools to manage their agent teams and support contact-center management objectives.

6 For mobile supervisors or supervisors who want to be more in tune with their team in the contact center, there is Cisco Mobile Supervisor, which allows supervisors to remain connected to real-time reporting information and monitor their teams from their mobile devices. Supervisors can view a subset of Cisco Supervisor Desktop reports, including a list of queues belonging to a selected team, the queue summary report for a selected queue, and agents belonging to a selected team or a queue, along with their current agent state. If a problem arises, the supervisor is connected, sees the problem and can communicate with the team to adjust resources appropriately to meet or exceed customer satisfaction requirements. Cisco Supervisor Desktop for Ingram Micro HCS Contact Center includes the following features: Real-time display: Supervisors can view agent and skill-group statistics. Changing the agent state: Supervisors can view and control an active agent s ACD state. Hot-desking and extension mobility support: This feature gives organizations flexibility by allowing supervisors to sit at any available work place on the network while maintaining their unique settings. Collaboration with Cisco Unified Presence clients: In environments where Cisco Unified Presence is installed, collaboration can be extended beyond the contact center and supervisors can interact with subject matter experts throughout the enterprise. Integrated multi-tabbed browser: Agents can quickly access Web pages to facilitate their reskilling, or they can view other Web-based material within the Supervisor Desktop application. Collaboration with agents in real time: Improve performance and customer satisfaction through the use of advanced agent observation features. Silent monitoring: Supervisors can silently monitor agent and caller voice interaction. Barge in: Supervisors can join any call in progress. Call intercept: Supervisors can move any call from any agent to themselves. Recording: Supervisors can perform on-demand recording and playback of agent calls.* Chat: Supervisors can use instant messaging to coach agents. Scrolling marquee team messages: Supervisors can broadcast important news to the agents on their team who use Cisco Agent Desktop. Contact-service-queue (CSQ) alerts: CSQ alerts that exceed supervisor-managed thresholds are highlighted in the display. The Premium version offers advanced alerts such as audio or notification. Web push (Premium): Supervisors can push a webpage to a dedicated tab on the agent s browser as an alternative means of communication with team members. For contact center supervisors, the Ingram Micro HCS Contact Center solution offers: Cisco Supervisor Desktop: This Windows-based supervisor desktop application provides team management, monitoring and collaboration capabilities. Administration and Reporting Ingram Micro HCS Contact Center s Web-based administration provides a run-anywhere, enterprise-wide point of control for single or multi-site contact centers. Ingram Micro HCS Contact Center administration allows a wide range of real-time reporting statistics across all activity within the contact center, regardless of agent or supervisor location and for all calls in process. Administrators perform initial setup and configuration for essential features, such as the display of enterprise data, monitoring and recording settings; integration of Agent with Microsoft Exchange services; and integration with Cisco Unified Presence and configuration of contact lists. In addition, the Cisco Desktop Administrator is used to manage the assignment of agents to work-flow groups. Administrators can choose which controls are visible on the agent s toolbar, define unique icons for agent toolbar buttons, configure reason codes and the phone directory, and customize the user interface of agent desktops. The reporting solution provides the real-time and historical data necessary for mission-critical contact center reporting. Real-time reports are provided at the supervisor level (integrated with the Cisco Supervisor Desktop) on a per-agent or per-team basis and also at the administration level, across the entire contact center. The reporting function provides accurate and timely reports on contact center activity, helping managers make informed decisions regarding staffing levels, contact-handling procedures and technology investments. Standard reporting templates provide automatically operational

7 functions for common reporting needs. Custom reports can extend the standard reporting package to meet specific reporting needs. Furthermore, the open software architecture allows for export of reporting data in a variety of formats. For contact center administrators, the Ingram Micro HCS Contact Center solution offers: Cisco Desktop Administrator: Browser-based administrator configuration module Cisco Work Flow Administrator: Windows-based administrator application that manages application work flow and application integration Next-Generation Web 2.0 Reporting Ingram Micro HCS Contact Center embeds the Cisco Unified Intelligence Center to provide historical reports and dashboards with flexible presentation options. You can use existing out-of-the-box reports to view historical reports. Both the Cisco Unified Intelligence Center and Historical Reporting clients are available for viewing historical reports, and you can switch between them as required. Open Systems The open architecture of the system, which includes an Open Database Connectivity (ODBC)-compliant database as well as Java interfaces for CTI applications, can integrate with existing contact center solutions, preserving investments in traditional systems and providing a platform for future applications. Integrated Service-Creation Environments The Cisco Unified Contact Center Express Workflow Editor is the service-creation and scripting environment for mapping business rules to callflow behavior and call treatments. It can operate from any location on the enterprise WAN. This environment is a visual editor that provides a simple, drag-and-drop, easy-to-understand interface for building powerful, custom, business-communication applications. Calabrio ONE Call Recording, Quality Management, Advanced Quality Management and Workforce Management The Calabrio ONE suite assists contact centers in efficiently managing their personnel to deliver consistent customer service that matches their business goals. The suite consists of the following optional components: Call Recording: This user license bundle enables either audio telephony recording by preconfigured workflows with up to 100- percent recording, or on-demand recording through the recording API. In addition, the Call Recording license provides the browserbased user interface to search for and replay recorded contacts within the scope of the user s defined role. Quality Management: This user licensing bundle includes all of the functions listed within the Call Recording bundle plus customized contact quality evaluation and reporting on aggregate quality scores for agents, teams or groups. Advanced Quality Management: This user license bundle includes all of the functions listed within the Quality Management bundle, plus synchronized agent screen recording. Workforce Management: This system efficiently manages contact center staff and resources to meet customer service-level objectives. The Workforce Management process includes forecasting contact volume based upon historical trends, and scheduling personnel based upon their work rules to help ensure that target service-level goals are achieved. Agent and supervisor dashboards are available for tracking schedules and managing service levels on an intra-day basis. Calabrio ONE solutions integrated with Ingram Micro HCS Contact Center help supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team s daily workflow combining agent and supervisor desktop tools with workforce optimization software to unify the entire customer interaction process. Directly integrated with Cisco Supervisor Desktop, Calabrio Workforce Optimization unifies the tactical tools that supervisors need to optimize team performance.

8 Summary The customer service market is in the midst of a major transition as businesses of all sizes strive to provide customer care in the manner in which customers of today and tomorrow wish to be served. The days of one-size-fits-all contact centers are drawing to a close; the growing demand is for personalized customer care that can run the gamut from mobile applications to self-service IVR to agent-assisted care where the agent has ready-knowledge of the customer s context and previous interactions with the business. Customer Collaboration helps businesses provide exceptional, personalized customer care, which in this age of social media referrals and business-rating websites gives them a clear advantage in attracting new customers and additional revenue. The contact center is a strategic connection point with customers. Each positive customer experience supports corporate business objectives, such as increased sales and customer loyalty. Cloud-based contact centers have moved into the mainstream, and the trend shows no signs of slowing down anytime soon. Businesses of all sizes and industries that move contact centers to the cloud are reaping the benefits, including rapid deployment, flexible scalability, pay-as-you-go pricing and access to the latest technologies and upgrades. In some cases, these are key differentiators between businesses that lag behind and those that thrive. Ingram Micro HCS Contact Center offers an integrated, full-featured solution for managing customer care coupled with all the benefits of fully converged Cisco Hosted Collaboration Solution. The contact center solution delivers sophisticated call routing, management and administration features combined with ease of installation, configuration and application hosting, as well as reduced business application integration complexity, ease of agent administration, increased agent flexibility and network hosting efficiencies. By enabling consistent interaction for agents, supervisors and customers, Ingram Micro HCS Contact Center can help enhance your customer-care strategy via a low-cost-of-entry hosted model.

9 INGRAM MICRO HCS FREQUENTLY ASKED QUESTIONS Feature Summary Enhanced Premium Cisco Agent Desktop Agent Agent-initiated chat Cisco Unified Presence integration Cisco IP Communicator support Searchable phone directory Real-time agent report displays Wrap-up data and reason codes Task buttons Event-triggered work flows Enterprise data thresholds Automated call recording (as part of work flow)*# Agent-initiated call recording (Switched Port Analyzer [SPAN] or endpoint) Configurable multi-line settings to manage non-acd calls Team messages Cisco Unified Outbound Dialer Integrated multi-tabbed browser Application-integration actions: Integrated browser integration action Application-integration actions: External application action Application-integration actions: Interprocess communication interaction action Application-integration actions: Keystroke macro action Cisco IP Phone Agent Agent Agent-initiated chat Cisco Unified Presence integration Team messages Caller-data display Queue-statistics display Reason codes Work wrap-up agent state Agent-initiated call recording (SPAN only) #

10 INGRAM MICRO HCS FREQUENTLY ASKED QUESTIONS Feature Summary Enhanced Premium Cisco Agent Desktop Browser Edition Agent Agent-initiated chat Cisco Unified Presence integration Team messages Cisco IP Communicator support Wrap-up data and reason codes Task buttons Event-triggered work flows Enterprise data thresholds Agent-initiated call recording (SPAN only) # Configurable multi-line settings to manage non-acd calls Integrated (associated) browser Application-integration actions: Integrated (associated) browser integration action Application-integration actions: External application action Application-integration actions: Interprocess communication interaction action Application-integration actions: Keystroke macro action Cisco Supervisor Desktop Supervisor-agent chat Cisco Unified Presence integration Change agent state Team messages Real-time skill and agent statistics, logs, and report displays (text-based) CSQ threshold alerts (tree control node) CSQ threshold alerts (audible, , message box, and report) Silent monitor, barge in, and intercept Call recording and playback (up to 32 simultaneous recordings and playbacks)*# Call recording and playback (up to 80 simultaneous recordings and playbacks)*# Webpage push to agent Integrated multi-tab browser 2015 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. Products available while supplies last. Prices subject to change without notice. 4/ e