AGC Networks Limited offers a comprehensive cloud-based solution utilizing the Avaya platform, featuring hosted contact centers, IVR, and various communication services. Their enterprise-class data centers in Texas and Pennsylvania ensure secure and reliable operations, boasting certifications and extensive disaster recovery strategies. AGC provides a range of support services, including a 24/7 network operations center, proactive monitoring, and customized SLAs to meet diverse customer needs.

1. AGC Networks Limited
Cloud /Hosted Solutions

2. AGC Cloud Services
Cloud Offering from AGC’s Data Centers
End to End Cloud based solution on Avaya Platform
 Hosted Contact Center
 Hosted IVR /Cloud IVR on Avaya Platform
SIP Trunks
Oracle SBC
NICE (previously VPI) Recording and QM
VM Environment
Cloud based & Hybrid offers available
DC – DR Architecture
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3. AGC Enterprise Class Data Centers
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AGC Network
AGC Networks, Inc.
Data Centers and
Response Centers
Data Center
Dallas, Texas
Wayne, Pennsylvania
AGC Response Center
Data Center
Reading, Pennsylvania
Irving, Texas
AGC Response Center

4. AGC Enterprise Class Data Centers
Secure and Reliable
• SAS 70 Type II, SSAE-16, SOC 2 certified operations, HIPAA compliancy
• Annual SSAE-16, SOC 2 audits
• Redundant and highly available MPLS with Multiple carriers and
multiple internet connections.
• HA network configuration
• Clustered VMWare hosts
• Enterprise SAN storage arrays
• Data replication and De-Duplication
• Disaster Recovery
• Data replications between data centers
• Enterprise Proactive Monitoring and Alerting
• N+1 redundancy of uninterruptible power
• Voice and Data hosting
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5. Network Operations Center (NOC)
24/7 AGC US “front-door”
Active-active NOCs in PA and TX, fully secured with SOC 2 compliancy
Customer help-desk extension and integration into a business’ internal SLA
commitment to their employees or customers
Level 1/2 triage with warm handoff if Tier 3+ is required
Remote monitoring with automated signaling
Manufacturer and 3rd party OEM integration for “ownership” of an
issue/ticket/problem
Carrier Management Services – AGC acts on your behalf and owns all carrier
issues giving customers
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6. High Level Architecture
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7. Cloud Benefits
AGC Hosted Service Customer On Prem. Solution
Ownership AGC Customer
CAPEX AGC Customer
Technology Risk & Mitigation AGC Customer
Scalability AGC Customer buys growth
capacity in advance
Support AGC Customer’s Vendor
Pricing Pay per use model Customer invests in
infrastructure
Reliability Carrier Grade Enterprise Grade
(Customer/Customer’s Vendor
Managed)

8. Cloud Based Benefits
Modular Design
 Provides new features and capabilities through system enhancements vs.
system replacement.
 Provides for technological evolution and progression at varying paces
Product Obsolescence Avoidance
 Lowest Lifecycle Cost
 Investment Protection
 Continual Growth In System Features & Technology
Support for multiple applications & services
 Maximizes your investment in a single system
 Ease of adding new users /expansion
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9. Service Delivery Competencies
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10. Avaya Implementation and Support
Competencies
Core UC
 Avaya Aura CM, CM Messaging ( ACSS-7)
 Avaya Aura Session/System Manager(ACSS -11)
 Communication Server 1000 for Avaya Aura(ACSS-5,ACIS-5)
 Avaya UC Soft Clients( ACSS-2 ASPS-1)
 SME Communications ( IPO) ( ACSS-1, AIPS-5)
 Avaya Aura Messaging (ACSS-5)
 CallPilot( ACSS-5, ACIS-7)
 Avaya Modular Messaging with Avaya Message Store ( ACSS-3)
Contact Center
 Avaya Aura Contact Center (ACSS-2)
 Avaya Call Center Elite ( ACSS-2)
 Avaya Call Management System ( ASPS -2 , ACIS-1 )
 Avaya IP Office Contact Center ( ASPS-1 )
 Avaya Aura Contact Center CCT and Multimedia(ACSS-2, ACIS-2)
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11. Contact Center - Domain Expertise
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•Planning, Design
& Integration for
IVR
•Speech apps
development
•Integration/Devel
opment with
middleware/back
end apps
•PCI- DSS Certified
Payment
Solutions
•Screen Pop
solutions design
and development
•CRM Connectors
for Siebel, SAP,
Sales Force, MS
CRM
•UC-LDAP
Applications for
IP Phones
Self Service
Productivity
Tools
•Reporting for
Avaya/Aspect/Cisco/
Genesys, Data
sources , CRM, IVR
DB, or any ODBC
complaint DB, Flat
files, Excel sheets
etc.
•Sql Server Reporting
(SSRS)
•AGC BI
•Crystal Reports
•Business Process
Consulting for
Proactive Contact
•Technical Design
for Proactive
Contact Apps
•Integration with
CRM
Reporting /
Analytics
Proactive
Contact
• ISO -8583
messaging
Middleware for
Banks
• Payment
Gateway
• Encryption
• Diameter
Protocol
• TCP/IP socket
apps
Middleware

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• AGC Response
Center - ARC
• Unified
Communications
• Data Infrastructure,
Data Center &
Hosting
• Contact Center,
Application Development
& Innovation
AGC Services Portfolio

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AGC Services
AGC Response Center
• 24x7x365 Redundant NOC’s PA/TX
• Contact Center/Helpdesk
• Proactive Monitoring Center
• Carrier Management
• Monitoring and ownership of customer carrier issues
• Desktop Helpdesk
• Administration/Maintenance PC’s & Servers
Unified Communications
• AVAYA, ShoreTel, I3
• AVAYA Certified Engineers
• Supporting UC, CC, Mobility & Advanced
Applications

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AGC Services
Data Infrastructure, Data Center & Hosting
• Data & Wireless – Standalone or in support of ShoreTel
UC
• Cisco (CCIE’s in Switching/Routing & DataCenter ),
Juniper, HP, AVAYA Data
• Aruba & Aerohive Wireless
• Data Center (PA/TX) & Hosting/Private Cloud
Contact Center, Application Development & Innovation
• Contact Center Expertise
• Consult, Optimize & Design
• Advanced Applications & Integrations
• Custom business accelerating engagements

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AGC Services – The Experience
AGC CX+ Program – Enhanced Experience
• Assigned SPOC, Primary/Secondary Engineer
• Custom/Dedicated Access & Routing
• Enhanced Recognition
AGC SWAT
• Emergency Collaboration Team & Incident
Management/Escalation Management
• AVAYA UC, Data, Carrier Service, Other OEM
AGC Guardian Program
• Additional services features to enhance and expand proactive
support model and customer partnership.
• From basic support to fully managed multi-OEM services and
everything in between, allow customers to customize AGC
Guardian to fit exact business need.

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AGC Services – Standard SLA’s
24x7 Service Desk
• 15 Minute Response SLA (99% answered with 15 seconds)
Break/Fix T2+ Engineer Response SLA
• P1/Red – 1 Hour
• P2/Yellow – 8 Hours
• P3/Green – 16 Hours
Move/Add/Change (MAC) Engineer Engage
• Simple MAC (UC, affecting under 12 users) – 8 Hours
• Complex MAC – Per SOW/Assigned PC
• Project – Per SOW/Assigned PM
Customized SLA Options

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Incident Management Highlights
24x7x365 Geo Redundant NOC/Service Desk
24x7x365 Proactive System Monitoring
24x7x365 Monitoring of Ticket Queues
Management Oversight of Ticket Queues
Defined Ticket & Management Escalation Processes
Defined Ticket Ownership Through Incident
Follow Up Surveys/Action Items

18. Let’s Begin!