Introducing Wave IP 2500 The Only IP PBX with Applications Inside Ripley Tate Web Fire Communications, Inc. 3406 McNiel Wichita Falls, TX 76308 940-691-7577 The Business Communication Evolution Transformation through Voice over IP The Changing Virtual Workplace Geographically dispersed teams Increasing numbers of teleworkers Anywhere, anytime access is assumed Unified Communications Simplify Collaboration Enhance Communication Productivity Applications Support a seamless experience for knowledge workers Streamlined Communications Offer Business Agility Improved customer service Enhanced productivity
Business process improvements Support for better decision-making 2 2007 Vertical Communications, Inc. The Evolving Opportunity Key Requirements for Customers Scalability Need to support organizations of all sizes and facilitate expansion in multiple locations Flexibility Must address needs of customers at all stages of TDM to IP migration Investment Protection Need to leverage existing infrastructure and endpoints Mobility Need to provide voice capabilities that reflect the way the customer works Ease of Management Web-based, intuitive and simple administration tools must provide Applications Must demonstrate immediate and long-term business process improvement Sources: Forrester, Frost & Sullivan reports BOTTOM LINE Businesses of All Sizes Demand Comprehensive Business Solutions Need integrated solutions that address key requirements, but dont require signification investment in time/resources 3 2007 Vertical Communications, Inc.
Choosing an IP Phone System Key Customer Considerations Basic communications functionality Application needs as business grows Competitive feature set Call Center Scalability Conference Management Ease of maintenance Fax Management Custom IVR/Self-service Applications End-users application needs today Voicemail
Investment protection Auto Attendant Integration with network Unified Messaging Endpoints Presence Management Applications Call Recording Software Subscription Desktop Call Management Mobility 4 2007 Vertical Communications, Inc. IP-PBX Evolution Wave A Converging Infrastructure Legacy - Multi, Silod Architectures Contact Center IVR Self Service Today - Vertical Wave
Conference Apps Video PBX Cabinets Voice Gateways App Servers Data Platforms Legacy - Multi Vendors Voice One Architecture Applications InsideTM One Vendor 5 2007 Vertical Communications, Inc. Legacy IP-PBX Application Architecture AA/Voicemail / Unified Messaging
Multiple applications = Multiple servers Multiple Vendors Conferencing Contact Center Fax Desktop Call Control IP-PBX Internet PSTN Telephony Voice Gateway Call Recording Speech-enabled Self-Service Apps 6 2007 Vertical Communications, Inc. Vertical Wave IP 2500 Applications Inside Architecture A single Wave server supports multiple applications
Auto Attendant Voicemail Unified Messaging Presence Fax Internet Conferencing Contact Center Desktop Call Control Telephony Voice Gateway Call Recording Speech-enabled Self-Service Apps PSTN 7 2007 Vertical Communications, Inc. Vertical Wave The IP Business Communications Solution for Your Business Modular Design Flexible/Affordable Pure IP or mixed environment Migration-friendly
Embedded voice gateway Mobility Applications Inside Base Applications Add-on Applications ViewPoint for all users Endpoints Wide range of options Investment protection for most Comdial, Vodavi, TeleVantage customers Available through our network of Certified Wave Business Partners Management Tools Accessible from any Web browser Easy moves, adds, changes from anywhere Advanced multi-site administration Powerful Diagnostics 8 2007 Vertical Communications, Inc. Wave IP 2500 Modular Design
Base Platform is Flexible, Scalable Rack-mountable server (17.6 wide x 4.35 high x 19 deep, 26 lbs) Add up to 192 more analog/digital users and/or trunk capacity with innovative Expansion Units (EXUs) Includes an Integrated Application Server (VAM), DSP and Integrated Services Card Supports up to 10 T1s and 240 SIP trunk channels Supports up to 500 SIP users, up to 60 analog/digital users on base platform Supports Comdial, Vodavi, TeleVantage, and Instant Office endpoints for comprehensive migration Supports up to 10,000 voicemail boxes 9 2007 Vertical Communications, Inc. Wave IP 2500: Internal Chassis View Backplan e Terminat or
Power Supply Backplan e Circuit Board Guides Expansi on Module Circuit Board Guides Integrated Services Card (ISC) 10 2007 Vertical Communications, Inc. Applications Inside Pre-loaded applications that keep pace with business World-class applications are pre-loaded on every Wave platform Customers can immediately make use of applications they need today
Unified Communications Presence Management Visual Voicemail Call Recording Others and add additional applications down the road Contact Center Fax Manager Conference Managerand more Try before you buy 30 days Wave is the ONLY solution that delivers both IP PBX and applications on ONE server 11 2007 Vertical Communications, Inc. Applications Inside Base Applications - included with Wave IP 2500 Wave ViewPoint Award-winning desktop call management tool provides advanced call handling features to all users Regardless of endpoint digital/analog/IP/soft phone Regardless of location office/home/remote
Wave Visual Voicemail View and manage voice messages at the desktop with point-and-click speed Wave Unified Messaging Manage email and voicemail messages through a single interface Wave Presence Management Quickly check the availability of colleagues, wherever they are Wave Call Recording Record calls to support compliance efforts and capture important information Wave Auto Attendant Provide a professional call experience for customers and business associates Wave Global Administrator Web-based management, diagnostics and monitoring 12 2007 Vertical Communications, Inc. Applications Inside Base Applications: Wave ViewPoint Award-winning desktop call management tool for all Wave users
One-click listen/pickup Visual notification with inbound calls Upload contacts from local or company directory; create contacts on the fly Advanced call handling functionality available to everyone, regardless of capabilities of each users phone Point-and-click to receive, make, transfer calls 13 2007 Vertical Communications, Inc. Applications Inside Base Applications: Wave ViewPoint
Visibility to. Call queues and call Appearances Voice Messages Recorded Phone Calls Call Notes Contacts Productivity Visually manage calls and voicemails Extensive Contact Mgmt Ease of Use GUI replaces or augments Telephone Commands Drag and Drop Click to Dial 14 2007 Vertical Communications, Inc. Applications Inside Base Applications: Visual Voicemail and Unified Messaging Play messages Bookmark messages Use ViewPoint to
manage voicemail at the desktop Graphical interface makes it easy to listen, forward and reply to voicemails Create text notes and attach them to voicemail messages Receive pager, email or call notification of new messages No special voicemail ports Listen over speakers or phone 15 2007 Vertical Communications, Inc.
Applications Inside Base Applications: Presence Management Check the availability of all Wave users Manage calls more efficiently Available through ViewPoint client 16 2007 Vertical Communications, Inc. Applications Inside Base Applications: Call Recording Great for customer service requirements Helpful for compliance needs
Users can record onthe-fly or, set to record all calls automatically Annotate recordings with your own notes No need to purchase additional recording hardware, software 17 2007 Vertical Communications, Inc. Applications Inside Wave Global Administrator Web-based management tool available as part of base Wave system Customizable authentication schemes and access permissions Task-oriented framework Applets & Wizards
Configuration of platform an applications Diagnostics Monitoring On Demand Reports License Management Software Upgrade Backup & Restore Unified Dial Plan Full SNMP Support Secure access with local and domain based authentication Hardware based Fault Monitor with dial-up modem Alarm Notification 18 2007 Vertical Communications, Inc. Applications Inside Add-on Applications Licensed at any time Wave Contact Center
Optimized for customer interaction, such as technical support, inside sales, and customer service Wave Conference Manager Complete meet me conferencing for up to 60 parties, plus unlimited listen only conferences and on the fly conferencing Wave Fax Manager Integrated fax server supports inbound and outbound faxing and fax-on-demand applications when used with Voice Server Wave Voice Server/IVR Voice application server supports development of customer-friendly, speech-enabled applications 30-day Trial License - Try before buying 19 2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Contact Center
Easy to install, deploy and manage Extensive reporting for efficient resource management Agents, administrators use familiar ViewPoint interface Role- and skillsbased call routing Record on a queueby-queue basis; recordings can be annotated for coaching 20 2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Contact Center Automated Call Distribution
Queuing Flexible skills-based routing Prompt & collect Database routing Database integration Priority queuing Expected wait time announcement Unlimited skill groups Position in queue announcement Dynamic re-skilling Custom announcements based on wait time Pick calls from queue CTI support Customer announcements based on prompts Call recording Supervisors may optionally take calls Real-time and historical reporting 21
2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Contact Center Both agents and supervisors use the same ViewPoint client; familiar interface dramatically cuts training time For Agents For Supervisors Visibility into Queue Silent Monitor Call Notes Barge-in/Join Pick call from queue Agent Coaching Remote/home agent support Supervisor alerts Screen pop capability
Queue Statistics (over Phone) Wrap up Call recording On demand Recording Presence CSR training, performance reviews Transfer, Conference, Park Historical call recordings Historical Reporting 22 2007 Vertical Communications, Inc. Wave Contact Center Flexible Skills-Based Routing, Helpful Reports Menu-based, no programming Skills-based and custom distribution algorithms Calls can have multiple
skill requirements Agents can have multiple skills at varying proficiency Apply skills to any agent algorithm Skills-based routing reports Service level by skills Call volume by skills Agent skill utilization Caller vs. Agent by skill Skill requirement by hour or by weekday 23 2007 Vertical Communications, Inc. Wave Contact Center Easy, intuitive reports Over 35 graphical reports Configurable settings per report
Report by agent, queue, skill, service level, system, and more Easy export to Excel 24 2007 Vertical Communications, Inc. Wave Contact Center Clear view of queues and status Quick view of queue status Queues have individual attributes for Recording Agent permissions Skill competency Agent membership Wait times before overflow And more
25 2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Conference Manager Supports conferences up to 60 parties over VoIP or PSTN connections No limit on listen only parties Easy to set up and manage conferences on demand Use with or without 3rd party moderator No need to build conferences manually
Eliminate conference service fees Fast ROI Easy to moderate or manage conferences 26 2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Fax Manager Tightly integrated inbound and outbound fax solution 100% software-based solution Supports single port inbound/outbound fax natively on ISC card Published COM-based API for embedded applications Remotely deployable via Wave Global Manager Reporting options include summary, detailed, and error Integrated storage, routing and printing capabilities Support for analog and T1 trunks
27 2007 Vertical Communications, Inc. Applications Inside Add-on Applications: Voice Server/IVR Lets you create customized self-service and speech-enabled applications that integrate with Wave Offers back-end integration via SOAP, ODBC and COM to ensure interoperability with data stores Standards-based architecture VxML 2.0 Leverages existing Web infrastructure and 3rd party applications SOA ensures rapid system/application integration Makes applications portable across multiple platforms Provides seamless integration to Web-based technologies XML, HTTP, VoiceXML, FTP, etc. Can respond to HTTP get requests Can parse/integrate XML based content Can access XML-based data Local caching minimizes network dependency 28 2007 Vertical Communications, Inc. Wave IP 2500 Endpoints
Broad array of options = choice + investment protection Digital Endpoints Vertical Comdial Impact Classic Edge 100 and SCS phones 12, 24 button phone SIP Endpoints Vertical Aastra 480i, 9112i, and 9133i Analog Phones 3rd Party 2500 Analog sets Wireless Endpoints Vertical 480iCT SIP Phone w/ Cordless handset Legacy Vertical Endpoints Comdial, Vodavi, TeleVantage, and Instant Office SIP Soft Phones Counterpath eyeBeam 29 2007 Vertical Communications, Inc.
Wave IP 2500 Editions Base System Options Standard Edition Designed for smaller deployments Includes 10 user license Supports up 50 user licenses ViewPoint, visual voicemail, UM, presence, call recording included Professional Edition Enterprise Edition Mid-level package designed for deployments with greater than 50 users Large scale package designed for deployments with greater than 200 users Includes 50 user license Includes 200 user license Supports up to 200 user licenses Supports up to 500 user
licenses ViewPoint, visual voicemail, UM, presence, call recording included ViewPoint, visual voicemail, UM, presence, call recording included 30 2007 Vertical Communications, Inc. Wave IP 2500 Editions Custom Configurations Vertical will work with you to create custom Wave configurations to meet your customers unique application, trunk and station requirements Wave can support 100+ contact center agents by modifying the Enterprise Edition configuration Custom configurations available to support 120 Contact Center agents Up to 10 T1s
240 SIP trunks Additional application ports for Call Recording, Conference Manager, Fax Manager, Voice Server and more 31 2007 Vertical Communications, Inc. Highland House Mortgage Wave Solution Example Highland House Mortgage is a fictional example of a $75MM/year, 150 person company. Like many SMBs, Highland House Mortgage has the following challenges: Lack of Resources Competitive Pressure Investment Protection Pain Points Employee Productivity Operational Efficiency 32 2007 Vertical Communications, Inc. Highland House Mortgage
Wave Solution Example How would Wave solve Highland House Mortgages business communications problems for the following employees types? Receptionist / Administrative Staff Executive Staff Inside Sales Department / Customer Service Outside Sales / Mobile Workers IT staff 33 2007 Vertical Communications, Inc. Highland House Mortgage Receptionist / Administrative Staff Requirements: The Wave Solution: Manages incoming calls and redirects as Viewpoint is used for desktop call management appropriate Broadcasts out all company Voicemails from Incoming calls are easily transferred to the President on upcoming events intended recipient via VPs drag-n-drop Recipient availability and status is reflected by VP presence indicator on the Extensions tab Viewpoints Visual Voicemail enables
simplified forwarding similar to forwarding an email 34 2007 Vertical Communications, Inc. Highland House Mortgage Executive Staff General Manager Requirements: Notification of who is calling VIP customers to reach him at anytime, The Wave Solution: Notification of new messages Quickly create ad hoc conferences Investment protection / scalability / affordability VIP Call Routing / Personalized Communications anywhere. VP Desktop Call Management / Desktop Alerts Presence Management Visual Voicemail / Unified Messaging Drag and drop Conferencing / meet me conference rooms Flexible design ensures scalability, agility as needs change Support for legacy Vertical phones ensures investment protection
35 2007 Vertical Communications, Inc. Highland House Mortgage Inside Sales Department/Customer Service Requirements: Dont consider themselves a formal call center The Wave Solution: Wave Viewpoint and Wave Contact Center Skills-based and priority routing Want to better track and manage calls Call Recording and call notes are a must. Remote/home agent support On Fridays, staff can work from home Screen pop capability Need reports on abandon rates and hold times Visibility into Queue
Call Notes On demand or Queue Call Recording Presence of SME for Transfer, Conference, Park Call Center Reporter 36 2007 Vertical Communications, Inc. Highland House Mortgage Outside Sales / Mobile Worker Requirements: Never wants to miss an important call Need a solution that is flexible, regardless of their location At home, on the road, or in remote locations Only wants to check voicemail when there are new messages The Wave Solution: Wave Viewpoint and Visual Voicemail VIP Call Routing / personalized communications Waves Extension Mobility, Unified Messaging, and personal call rules support the needs of an increasingly distributed workforce Call, pager or email notification of new messages
37 2007 Vertical Communications, Inc. Highland House Mortgage IT Staff Requirements: Simple, easy to configure/manage solution Ability to add business enhancing communication applications Standards based solution Investment Protection The Wave Solution: Wave offers operational access to control and reporting in the office, on the road or at home with Web-based administration and reporting Standards-based approach ensures reliability, interoperability Single platform with flexible design ensures scalability, agility as needs change Applications Inside Support for legacy Vertical phones ensures investment protection
38 2007 Vertical Communications, Inc. Highland House Mortgage Wave IP 2500 offers the total solution! Lack of Resources Wave Solution: Web-based admin Multi-site Easy to manage Competitive Pressure Wave Solution: Lower TCO Improved customer responsiveness Personal touch Investment Protection Pain Points Employee Productivity Wave Solution: Applications InsideTM Contact Center Wave Solution: Leverage existing
investments Simple migration Enables future growth Operational Efficiency Wave Solution: Single platform Open interfaces Integrated Voice GW Scalable Hybrid capabilities 39 2007 Vertical Communications, Inc. The Vertical Wave Advantage Solutions, Not Boxes Wave helps you sell business solutions, not just phone systems Wave is the only complete business communications solution that combines integrated applications with an IP-PBX on one platform Flexible solution for companies of all sizes Rock-solid reliability and proven multi-site support Extensive library of pre-loaded applications make it easy and cost-effective for your customer, and easy for you Cost-effective to own, easy to manage
The Wave platform delivers benefits to all types of users Small businesses who need to route calls more effectively Larger enterprises with more structured contact centers and sales teams Mobile/teleworkers who need full feature access regardless of device or location IT staff who dont have time/expertise to integrate and support different PBX and application servers 40 2007 Vertical Communications, Inc. The Wave Advantage For Enterprise Users Use ViewPoint extensively for Desktop Call Management Unified Communication Presence Management Conferencing Benefits Streamlined communication, increased responsiveness resulting in faster turnaround times Improved personal productivity Easier collaboration with colleagues,
customers, vendors Access anywhere, anytime 41 2007 Vertical Communications, Inc. The Wave Advantage For Contact Centers Agents, Supervisors access Contact Center features via ViewPoint Reporting, Management via Global Administrator Wave offers a complete Contact Center solution to improve customer service through reduced response times and more efficient call routing Wave Contact Center is ideal for any size business Small businesses use Contact Center features to better route/manage calls Larger organizations leverage complete suite of Contact Center features, queues and reports
Agents can be located anywhere without affecting the customers experience Extensive reporting ensures efficient tracking and management of resources Easy to set up and manage 42 2007 Vertical Communications, Inc. The Wave Advantage For Mobile Workers Business interactions have become more virtual yet more collaborative Waves Extension Mobility, Unified Communications, and personal call rules support the needs of an increasingly distributed workforce At home On the road In remote locations
Boosts employee and workgroup productivity Enhances responsiveness to customers, colleagues and business partners Ensures business resilience through smart routing of calls Leverages your customers core technology, human assets 43 2007 Vertical Communications, Inc. The Wave Advantage IT Staff Limited IT resources need anytime, anywhere access to Wave Wave offers operational access to control and reporting in the office, on the road or at home with Web-based administration and reporting
Self-service moves, adds, changes Standards-based approach ensures reliability, interoperability Flexible design ensures scalability, agility as needs change Support for Vertical phones ensures investment protection Browser-based administration, remote manageability 44 2007 Vertical Communications, Inc. Vertical Wave IP 2500 The only IP PBX with Applications Inside Cost-effective, powerful solution to meet your business communications and applications needs
Supports the changing virtual workplace with mobility for geographically-dispersed teams and teleworkers ViewPoint offers advanced Unified Communications to ALL users Simplify Collaboration Enhance Communication Optional Add-on Applications are pre-installed and ready to run Support a seamless experience for knowledge workers; just add features Try before you buy
Broad range of administration options to support any business need Streamlined communications through Wave offer you true business agility Improved customer service Enhanced productivity Business process improvements Support for better decision-making 45 2007 Vertical Communications, Inc. Discussion/Q&A Thank You Ripley Tate Web Fire Communications, Inc. 3406 McNiel Wichita Falls, TX 76308 940-691-7577
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