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Hsi Wave Product Overview Hsi Wave Product Overview Presentation Transcript

  • Introducing Wave IP 2500™ The Only IP PBX with Applications Inside™ Created for Hospitality Solutions International By Sean Coe Hursey Telecom June 9, 2008
  • 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
    • 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
    The Evolving Opportunity Key Requirements for Customers BOTTOM LINE Businesses of All Sizes Demand Comprehensive Business Solutions Need integrated solutions that address key requirements, but don’t require signification investment in time/resources
  • Choosing an IP Phone System Key Customer Considerations
    • Basic communications functionality
      • Competitive feature set
      • Scalability
      • Ease of maintenance
    • End-users’ application needs today
      • Voicemail
      • Auto Attendant
      • Unified Messaging
      • Presence Management
      • Call Recording
      • Desktop Call Management
      • Mobility
    • Application needs as business grows
      • Call Center
      • Conference Management
      • Fax Management
      • Custom IVR/Self-service Applications
    • Investment protection
      • Integration with network
      • Endpoints
      • Applications
      • Software Subscription
  • IP-PBX Evolution Wave – A Converging Infrastructure Video Data Voice IVR - Self Service Legacy - Multi, Silo’d Architectures Platforms Apps Legacy - Multi Vendors Conference PBX Cabinets Voice Gateways App Servers Contact Center Today - Vertical Wave One Architecture Applications Inside TM One Vendor
  • Legacy IP-PBX Application Architecture IP-PBX Conferencing Multiple applications = Multiple servers Multiple Vendors AA/Voicemail / Unified Messaging Telephony Voice Gateway Contact Center Internet Call Recording PSTN Desktop Call Control Speech-enabled Self-Service Apps Fax
  • Vertical Wave IP 2500 Applications Inside™ Architecture Telephony Voice Gateway Contact Center Call Recording Desktop Call Control Speech-enabled Self-Service Apps Conferencing Fax Auto Attendant A single Wave server supports multiple applications Voicemail Unified Messaging Presence PSTN Internet
  • Vertical Wave
    • Modular Design
    • Flexible/Affordable
    • Pure IP or mixed environment
    • Migration-friendly
    • Embedded voice gateway
    • Mobility
    • Base Applications
    • Add-on Applications
    • ViewPoint for all users
    Applications Inside™
    • Endpoints
    • Wide range of options
    • Investment protection for most Comdial, Vodavi, TeleVantage customers
    • Accessible from any Web browser
    • Easy moves, adds, changes from anywhere
    • Advanced multi-site administration
    • Powerful Diagnostics
    Management Tools Available through our network of Certified Wave Business Partners
  • 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)
    • Supports up to 10 T1’s 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
    • 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 10,000 voicemail boxes
  • Applications Inside™ 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 Manager…and more
    • Try before you buy – 30 days
    • Wave is the ONLY solution that delivers both IP PBX and applications on ONE server
  • 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
  • Applications Inside™ Base Applications: Wave ViewPoint™
    • Award-winning desktop call management tool for all Wave users
    • One-click listen/pickup
    • Point-and-click to receive, make, transfer calls
    • 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 user’s phone
  • 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
  • Applications Inside™ Base Applications: Presence Management
    • Check the availability of all Wave users
    • Manage calls more efficiently
    • Available through ViewPoint client
  • Applications Inside™ Base Applications: Call Recording
    • Great for customer service requirements
    • Helpful for compliance needs
    • Users can record on-the-fly or, set to record all calls automatically
    • Annotate recordings with your own notes
    • No need to purchase additional recording hardware, software
  • 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
  • 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
    • Easy to install, deploy and manage
    • Extensive reporting for efficient resource management
    • Agents, administrators use familiar ViewPoint™ interface
    • Role- and skills-based call routing
    • Record on a queue-by-queue basis; recordings can be annotated for coaching
    Applications Inside™ Add-on Applications: Contact Center
  • Applications Inside™ Add-on Applications: Contact Center
    • Automated Call Distribution
      • Flexible skills-based routing
      • Database routing
      • Priority queuing
      • Unlimited skill groups
      • Dynamic re-skilling
      • Pick calls from queue
      • CTI support
      • Call recording
      • Supervisors may optionally take calls
      • Real-time and historical reporting
    • Queuing
      • Prompt & collect
      • Database integration
      • Expected wait time announcement
      • Position in queue announcement
      • Custom announcements based on wait time
      • Customer announcements based on prompts
    • For Agents
      • Visibility into Queue
      • Call Notes
      • Pick call from queue
      • Remote/home agent support
      • Screen pop capability
      • Wrap up
      • On demand Recording
      • Presence
      • Transfer, Conference, Park
    • For Supervisors
      • Silent Monitor
      • Barge-in/Join
      • Agent Coaching
      • Supervisor alerts
      • Queue Statistics (over Phone)
      • Call recording
        • CSR training, performance reviews
        • Historical call recordings
        • Historical Reporting
    Applications Inside™ Add-on Applications: Contact Center Both agents and supervisors use the same ViewPoint client; familiar interface dramatically cuts training time
  • 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
  • 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
  • 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
    • 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 3 rd party moderator
    • No need to build conferences manually
    • Eliminate conference service fees – Fast ROI
    • Easy to moderate or manage conferences
    Applications Inside™ Add-on Applications: Conference 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
    Applications Inside™ Add-on Applications: Fax Manager
    • 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 3 rd 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
    Applications Inside™ Add-on Applications: Voice Server/IVR
    • 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
      • 3 rd 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
    Wave IP 2500 Endpoints Broad array of options
  • Wave IP 2500 Editions Base System Options Designed for smaller deployments Includes 10 user license Supports up 50 user licenses ViewPoint, visual voicemail, UM, presence, call recording included Standard Edition Mid-level package designed for deployments with greater than 50 users Includes 50 user license Supports up to 200 user licenses ViewPoint, visual voicemail, UM, presence, call recording included Professional Edition Enterprise Edition Large scale package designed for deployments with greater than 200 users Includes 200 user license Supports up to 500 user licenses ViewPoint, visual voicemail, UM, presence, call recording included
  • Wave IP 2500 Editions Custom Configurations
    • Hursey Telecom will work with you to create custom Wave configurations to meet your 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
  • Wave Solution Example
    • How would Wave solve common business communications problems for the following employees types?
      • Receptionist / Administrative Staff
      • Executive Staff
      • Inside Sales Department / Customer Service
      • Outside Sales / Mobile Workers
      • IT staff
  • Receptionist / Administrative Staff
    • Requirements:
    • Manages incoming calls and redirects as appropriate
    • Broadcasts out “all company” Voicemails from the President on upcoming events
    • The Wave Solution:
    • Viewpoint is used for desktop call management
    • Incoming calls are easily transferred to intended recipient via VP’s drag-n-drop
    • Recipient availability and status is reflected by VP presence indicator on the Extensions tab
    • Viewpoint’s Visual Voicemail enables simplified forwarding – similar to forwarding an email
  • Executive Staff – General Manager
    • Requirements:
    • Notification of who is calling
    • VIP customers to reach him at anytime, anywhere.
    • Notification of new messages
    • Quickly create ad hoc conferences
    • Investment protection / scalability / affordability
    • The Wave Solution:
    • VP Desktop Call Management / Desktop Alerts
    • VIP Call Routing / Personalized Communications
    • 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
  • Inside Sales Department/Customer Service
    • Requirements:
    • Don’t consider themselves a formal call center
    • Want to better track and manage calls
    • Need reports on abandon rates and hold times
    • Call Recording and call notes are a must.
    • On Fridays, staff can work from home
    • The Wave Solution:
    • Wave Viewpoint and Wave Contact Center
    • Skills-based and priority routing
    • Visibility into Queue
    • Call Notes
    • Remote/home agent support
    • Screen pop capability
    • On demand or Queue Call Recording
    • Presence of SME for Transfer, Conference, Park
    • Call Center Reporter
  • 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
    • Wave’s Extension Mobility, Unified Messaging, and personal call rules support the needs of an increasingly distributed workforce
    • Call, pager or email notification of new messages
  • 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
  • Wave IP 2500 – offers the total solution! Employee Productivity Pain Points Operational Efficiency Investment Protection Lack of Resources Competitive Pressure
    • Wave Solution:
    • Web-based admin
    • Multi-site
    • Easy to manage
    • Wave Solution:
    • Leverage existing investments
    • Simple migration
    • Enables future growth
    • Wave Solution:
    • Applications Inside TM
    • Contact Center
    • Wave Solution:
    • Single platform
    • Open interfaces
    • Integrated Voice GW
    • Scalable
    • Hybrid capabilities
    • Wave Solution:
    • Lower TCO
    • Improved customer responsiveness
    • Personal touch
  • 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 don’t have time/expertise to integrate and support different PBX and application servers
  • 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
  • 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 customer’s experience
    • Extensive reporting ensures efficient tracking and management of resources
    • Easy to set up and manage
  • The Wave Advantage For Mobile Workers
    • Business interactions have become more virtual yet more collaborative
    • Wave’s 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
  • 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
    • Browser-based administration, remote manageability
    • Standards-based approach ensures reliability, interoperability
    • Flexible design ensures scalability, agility as needs change
    • Support for Vertical phones ensures investment protection
  • 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
  • Thank You Sean Coe Hursey Telecom June 9, 2008