Telovations Presentation


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Telovations Presentation

  1. 1. Communications as a Service<br />
  2. 2. About the Company<br />Leading Hosted Voice Company in the Southeast US<br />Founded in 2006 in Tampa, Florida<br />Target market: mid-size, professional services enterprises <br />Differentiator: Voice applications over “Private Cloud”<br />250+ customers across North America<br />Pioneering “Communications as a Service” approach<br />
  3. 3. Our Approach – Communications as a Service<br />…as-a-service (Cloud)<br />Premise based<br />Financial<br />Workforce<br />IT Personnel<br />Continuity<br />Focus<br />
  4. 4. Core Managed Service Offerings<br />Managed SIP Trunking<br />Managed SIP Trunking is an enterprise-class solution that is your conduit to a converged IP world utilizing your existing telephone equipment<br />Hosted Phone System<br />Outsourced, hosted phone system provides all the benefits of IP communications without the upfront capital cost and ongoing maintenance<br />Hosted Call Center<br />On-demand, full featured call center functionality for individual centers, multi-site centers and home workers, easily scalable, predictable pricing<br />Disaster Recovery<br />Redundant, easily configured solution to protect your business from natural disasters, power outages and other service disruptions<br />
  5. 5. Fully Managed Network<br />Hosted Solutions delivered over a private, secure, integrated voice/data network with QoS/CoS<br />Data Center<br />Company C<br />
  6. 6. Class 5 Hosted Telephone System<br />Microsoft Toolbar<br />Click to Call<br /><ul><li>Cisco Screen Phone
  7. 7. Unified Messaging</li></ul>100+ Hosted Phone System Features<br />Web Express<br />Custom Ring back user<br />Priority Alert<br />Selective Acceptance<br />Selective Rejection <br />Sequential Ring<br />Series Completion<br />Simultaneous Ring<br />Automatic Hold Retrieve <br />Automatic Callback<br />Call Return<br />Calling Party Category<br />Last Number Redial<br />Line ID Blocking<br />Speed Dial 8<br />Instant Messaging and Presence<br />Voice Management<br />Feature Access Codes List<br />Group Directory <br />Speed Dial 100<br />Account Codes<br />Personal Phone List<br />Barge-in-Exempt<br />Call Waiting <br />Call Pickup <br />Customer Originated Trace<br />Directed Call Pickup <br />Diversion Inhibitor<br />Flash Call Hold<br />Call Transfer<br />Three Way Call<br />Push to Talk<br />Change Profile Details<br />Change Password<br />Anonymous Rejection <br />Calling Line ID Blocking Override<br />Calling Name Retrieval<br />Enhanced Call Forwarding <br />Call Notify<br />Do Not Disturb<br />External Calling Line ID Delivery<br />Internal Calling Line ID Delivery<br />Alternate Numbers<br />Call Centers<br />Call Forwarding Selective <br />Music On Hold<br />
  8. 8. Platform that DeliversThird-Party Applications And Services<br />Mac Call Control <br />Client<br />Category: Business<br />iPhone Call <br />Client<br />Category: Business<br />Microsoft Dynamics<br />Category: Business<br />Telovations Call <br />Center Client<br />Category: Business<br />
  9. 9. Select Features & Applications<br />Mobile Phone Link<br />Mobile Phone Link<br />Mobile Phone Link<br />Find me Follow me<br />Your mobile phone (from any carrier) and your office phone can work as one<br />Your incoming calls can be individually programmed to “find you” at other numbers<br />Unified Messaging<br />Remote Office<br />Web Portal/Reporting<br />Your home or cell phone can make and receive calls using your office telephone number<br />Convenient, secure Web Portal with real-time call detail and reporting<br />Collaboration<br />Auto Attendant<br />Hosted service answers and routs incoming calls to any internal or external number <br />Easily communicate with on-demand audio, Web and managed video conferencing<br />Desktop Fax<br />Auto Call Routing<br />Your incoming faxes will be automatically delivered to your <br />e-mail address as a PDF<br />Automatically distribute calls based on pre-programmed rules, never get a busy signal<br />
  10. 10. CRM Integration With<br />Key Features:<br /><ul><li>Screen pop on inbound and outbound calls ·
  11. 11. All information auto-logged with the contact file
  12. 12. Integrated call controls desk phone from the web
  13. 13. Click-to-dial on any contact or number in Salesforce
  14. 14. Call reporting</li></li></ul><li>Text Messaging<br />Portal<br />Access<br />Visual Voicemail<br />Mobile Integration–Smart Phone Support<br />
  15. 15. <ul><li>Audio and web conferencing
  16. 16. Demonstrate new products and services
  17. 17. A solution that reduces operating expenses</li></ul>stats<br />Improve Communications, Win and Retain Customers<br />Conferencing & Collaboration<br />
  18. 18. Telovations provides business communications continuity by protecting you from outages<br />Open for business, NO MATTER WHAT<br />Automated Disaster Redirect<br />
  19. 19. Unity<br />Icon based point and<br />click call control <br />interface<br />Call Control, Secure Instant Messaging, Click-to-Dial Directories, Complete Historical Call Logs<br />
  20. 20. Hosted Call Center Applications<br />Telovations Hosted Call Center offers an on-demand, by the seat, hosted service. This solution supports individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location. Telovations’ Call Center solution delivers reduced operational costs and improved customer response for the enterprise.<br />Components:<br /><ul><li>Call center agent software
  21. 21. Call center supervisor software
  22. 22. Automatic Call Distribution (ACD)
  23. 23. Reporting
  24. 24. Call Recording</li></li></ul><li>Hosted Call Center Application<br />Call Center Agent & Supervisor Software<br />ACD (automatic call distribution)<br />
  25. 25. ACD Overview<br />Hunting Policies<br /><ul><li>Linear – Agents are visited in order, always starting with the same agent
  26. 26. Circular – Agents are visited in order, starting where the last hunt ended.
  27. 27. Uniform – Calls are distributed uniformly to the agents, starting with the most idle agent
  28. 28. Simultaneous – Calls are presented to all idle agents simultaneously
  29. 29. No-answer – When a call to an agent remains unanswered, it hunts to the next idle agent or to an external destination
  30. 30. Weighted Call Distribution – Calls are randomly distributed to agents according to a configurable weight
  31. 31. Directory Number Hunt Group – Enables call waiting for agents. Incoming calls are re-routed to ACD if agents are busy or not available.</li></li></ul><li>Call Center Reporting Overview<br />Real-time and historical reporting<br />Agent activity reports<br />Queue activity reports<br />Browser based<br />Output options for on screen, PDF, print, export to Excel <br />Support wall boards via LCD screens<br />
  32. 32. Call Center Report Summary<br />Agent Reports<br />Call Center Reports<br />Agent Call Detail Report<br />Agent Call Report<br />Agent Duration Report<br />Agent Activity Report <br />Agent Summary Report<br />Agent Unavailability Report<br />Agent Disposition Code Report<br />Sign-In/Sign-Out Report<br />Queue Call Detail Report<br />Incoming Calls Report<br />Queue Report<br />Abandoned Call Report<br />Queue Summary Report<br />Service Level Report<br />Disposition Code Report<br />Overflow Matrix Report<br />
  33. 33. Hosted Call Recording and Storage<br />Web Based Dashboard<br />Search and Annotate <br /><ul><li>Flexibility
  34. 34. Security
  35. 35. Scalability
  36. 36. MP3 Playback</li></ul>Call Recording Tab<br />
  37. 37. Telovations Benefits:<br />The latest technology delivered as a service<br />Full Unified Communications – Mobile integration<br />Fully managed and monitored 24/7 <br />One Service Level Agreement, one bill, all locations<br />Access all services through web portal<br />Open API – Integration out of the box<br />CRM Systems<br />Data Feeds<br />