1) TeleWare provides intelligent communication solutions through technologies like call recording and mobile functionality to enhance customer experience, improve productivity, and drive growth for organizations. 2) The document discusses TeleWare's vision to empower leading organizations through integrated communication solutions that understand each client's business needs. 3) Examples are provided of how TeleWare's solutions have increased employee productivity and optimized the customer experience for clients in various industries.

1. Welcome to our world
Intelligent Communications powered by TeleWare will enhance customer experience,
improve productivity and deliver growth.

2. To empower the world’s
leading organisations
to realise the
commercial impact of
communication
The TeleWare Vision

3. Our world is inhabited by some of the leading brands on
the planet. They all have one thing in common, a desire
to deliver the best for their employees and ultimately
their customers.
At TeleWare, we work with each of our clients to truly
understand their business, so that we can deliver
integrated technology solutions that enhance their
communication infrastructure.
Whether it is through call recording functionality across
landlines or mobile devices or providing remote workers
with innovative functionality to turn mobile devices into
their office on the move, TeleWare has a range of solutions
that provide our customers with a truly integrated
communication experience.
Every day we ‘Think Beyond’ to deliver solutions that help
change how our clients perform.
Welcome to our world, welcome to integrated
communications that matter...
WELCOME TO our World

4. In the last year, over 80%
of leading organisations
have increased or
maintained investment
levels in their customer
experience programme
SynGro White Paper 2014

5. Positive customer experiences are one of the most
valuable commodities that any business can achieve.
Yet, all too often we overlook customer experience
to focus on achieving sales targets, gross margin or
delivering expansion plans.
At TeleWare, we consider ourselves to be customer experience
activists. We believe that by helping our clients improve their
customer experience through integrated communication
solutions we can help deliver a tangible competitive advantage.
By working in partnership with our clients we focus on
delivering integrated solutions that empower employees,
maximise efficiency, improve productivity and transform
customer communication touch-points... And it works!
Time and time again we deliver integrated solutions that
demonstrate excellent Return On Investment and customer
experiences.
This is because TeleWare’s integrated solutions work in parallel
with existing communication infrastructures to enhance the
functionality provided by your existing providers. This could
make the difference for your customers in being able to get
hold of the right person first time, every time, or ensuring you
have 24/7 coverage without the need for costly out of hours
contact centre capability.
We are advocates of service excellence, passionate about
changing the customer experience landscape through
integrated technology solutions.
Innovation is changing
customer experience forever...

6. Our homeworkers’
productivity increased
by over 45% and
absenteeism was
reduced by 2 days
per employee
HR Director,
Leading global consultancy organisation

7. OPTIMISING EMPLOYEE PRODUCTIVITY AND CUSTOMER
EXPERIENCE IN A PERFORMANCE DRIVEN ECONOMY
The way we work is beyond recognition from just a
few years ago. Virtual teams are now commonplace,
meaning co-workers can be based anywhere in
the world and as long as the right communication
technology is in place, they can operate just as
effectively as office based staff.
TeleWare’s unique proposition seamlessly integrates mobile
and office based communication technology. This creates
opportunities for your teams to communicate more effectively
with each other and your customers, delivering excellent
customer experiences every day.
Whether it’s instant conference call set up, on-demand call
recording (even mid-call) or integrated call routing to ensure
your customers reach the right person every time, Teleware
has a unique solution that can make a difference to your
business. TeleWare technology provides:
• access to your unique functionality on any fixed line or
mobile device, anywhere in the world
• on-demand and automated call recording
• enhanced reporting on communication touch-points to
optimise the customer journey
• Management Information across your communication
infrastructure
Our pioneering solutions have been proven to increase
productivity by up to 45% and are often attributed to helping
reduce absenteeism. By equipping employees with much more
intuitive tools and technology to assist them in fulfilling their
customer obligations and satisfy their own work/life balance,
organisations are reaping measurable commercial benefits.

8. From the moment you start work at
home, you can receive all business
calls via your single ‘Virtual Number’.
Once your password has activated
‘Call Announcements’, avoiding your
family answering business calls, your
landline will accept and broadcast
business calls.
Business calls
to your home landline
07:30
Remembering every detail of a call
while on the move is near impossible.
Using the ‘on-demand’ call recording
solution will create a stereo
reproduction of the conversation and
send a copy direct to your inbox as
soon as the call is completed. These
can then be filed or transcribed.
Call recording on
the move
11:00
‘Instant Conferencing’ provides you
with complete control to instigate
and manage conference calls on
any fixed line or mobile devices. The
flexibility to invite ad-hoc attendees
throughout the call, record entire
meetings and use a local/national
number eliminates the normal
premium rate costs and prevents
the need for colleagues to travel to
the meeting.
Flexible Conferencing
12:00
Activating ‘Alternative Contacts’ when in
meetings enables calls to be re-routed
to individual recipients. If you are
with a client but need to let the CEO
know some important information,
his specific call can be redirected to a
pre-prompted colleague while all other
calls can be directed to your team. If
they are all busy, it will be direct to your
voice mail or a central mailbox.
Redirecting calls to
alternative contacts
10:00
A d a y i n t h e
Whilst on the train, the signal
is intermittent so our “Out of
Coverage’ solution can use the
trains’ strong Wi-Fi signal to provide
a continuous connection ensuring
you don’t miss that vital call.
Mobile calls when
there is no signal
08:30

9. Using the TeleWare Mobile SIM
in your phone will deliver the
strongest network coverage available
throughout the UK. When traveling,
our solution constantly looks for the
strongest network signal from any of
the Mobile Network Operators and
provides you with uninterrupted calls
when it changes between them.
Roaming across
multi network signals
throughout the UK
15:00
By signing into your ‘Virtual Number’
via Lync or a desk phone in the
Milan office, you now have the same
functionality you experienced at your
own office in the UK.
Arriving in the
Italian Office
08:30
For the monthly Board meeting you
need to create a forensic report on
the productivity of the sales team and
call traffic from a recent marketing
campaign. With 24/7 access to your
personalised web portal you have
complete visibility of missed, received,
diverted and voice mail calls along with
your sales team availability, time of calls
answered, missed calls across both
mobile and fixed line.
Complete
transparency
10:00
l i f e . . .
If a prospect calls Head Office,
TeleWare’s bespoke Interactive Voice
Response will direct their call to the
right department or work group.
These groups can be spread across
the globe but the customer will be
seamlessly connected to their mobile
or fixed line device.
Call routing from Head
Office
16:30Signing into ‘Mobile Assistant’ enables
you and your team to work from any
hot desk in the organisation or from
your client’s premises. This provides
you with the exact functionality you
would experience in your own office.
Hot desking
13.30

10. Nearly 70 percent of
IT projects fail in some
important way, putting
the economic impact
worldwide at three
billion dollars....
Michael Krigsman, Beyond IT Failure

11. Integrating Customer experience
into your existing infrastructure
Almost 70% of technology projects fail to realise a
Return On Investment because they are developed
to fill a gap rather than become an integral part of an
evolving infrastructure. This short-term fix often has
little business impact other than to support Business
As Usual and paper over the cracks.
TeleWare enhances existing communication infrastructures
not only by optimising availability and productivity but by also
providing complete visibility across the infrastructure.
Our solution integrates seamlessly with Internet Protocols,
digital telephone and Time-division multiplexing (TDM)
networks, and where appropriate, across them all (hybrid
solution). By utilising the existing infrastructure, replacement
hardware is not required, dramatically reducing the costs and
the need to retrain the entire organisation.
TeleWare’s flexible reporting allows you to evaluate Return On
Investment across marketing, sales, compliance and employee
productivity on-demand. This level of visibility activates
additional value, highlighting key business insight to develop
long-term strategies, identify training opportunities, monitor
SLA’s, monitor staff performance and provide a panoramic view
of the customer experience journey.

12. More than 1 in 3 FTSE
100 financial services
organisations place
their confidence and
trust in TeleWare

13. communicate with confidence
Since its formation in 1991, TeleWare has innovated
technologies to provide rich features and intuitive
functionality that increase the productivity of many of
the world’s leading organisations.
The events of the last decade have created a dynamic shift in
the emotions and priorities of both customers and employees.
TeleWare’s insight driven approach to engaging with Human
Resources, Marketing, Administration, Operations, Finance,
Sales, and IT ensures that its solutions engender confidence
and trust in your people and empower them to do best what
matters most to your customers.
Rapid changes in the global economy have presented both
challenges and exciting opportunities for TeleWare, including
strategic collaborations with global brands, Siemens and BT
and our accredited Microsoft Gold certification demonstrating
our ‘Best Of Class’ solutions to support leading organisations in
maintaining their ‘Customer Champion’ reputations.

14. TELEWARE’s Customer experience solutions
Intelligent Number
Having multiple contact numbers (Office, Home Office, Mobile
etc.) for a single employee can frustrate customers. TeleWare
can assign a unique ‘Virtual Number’ to every employee,
enabling calls to be redirected to any chosen fixed or mobile
device across the globe. This ensures your customers can
connect first time, every time.
Intelligent Assistant
Being redirected to an automated voice mail can be very
frustrating. With ‘Intelligent Assistant’, if you are unable to
answer your call, perhaps due to travel or attending a meeting,
you can redirect individual calls to different contacts and
dynamic working teams.
Mobile Assistant
Remote workers often feel isolated and the ‘poor relations’
with limited functionality. TeleWare enables mobile workers
to access their Intelligent Office suite from any mobile or web
enabled device and experience the same level of functionality
you would expect from your desk phone.
Voice Mail via Email
When signal is poor, accessing important voice mails can
become a serious problem. With ‘Intelligent Number’ all voice
mails are recorded and sent via email to a chosen address so
they can be played through your computer, mobile device or
landline at your convenience.
Call Recording
Recapturing every detail from a call is often impossible and vital
pieces of information can be lost. Every call through TeleWare’s
solution has the opportunity to be recorded and stored on
premise or on our secure cloud servers. These include both
dialled and received calls from mobile or fixed lines. Both
automated and on-demand services are available, addressing
compliance requirements and ad-hoc situations, for example
when you are driving and need to retain an address.
Audio Conferencing
Conference calls can be very expensive and are often limited
to specific time slots. TeleWare’s on-demand solution provides
complete flexibility, enabling businesses to organise calls on

15. either fixed or mobile devices and only pay for the individual calls
rather than the extortionate set up as well. When using the on-
demand recording function, the audio file will be sent via email to
be transcribed so that meeting notes can be distributed.
Intelligent Mobile
An intermittent signal on a mobile phone is one of the biggest
issues faced by remote workers as they travel around the
country. TeleWare Mobile can dramatically reduce this problem
by providing customers with the UK’s strongest signal. Using
the mobile masts from all 4 Mobile Network Operators, our
SIM locates the strongest signal and directs the phone to use
this carrier until it locates a stronger signal. Automated call
recording and SMS messaging are available on every inbound
and outbound call, and, when the need arises, calls can also
be recorded on an ad-hoc basis and emailed to your inbox. All
TeleWare’s solutions work seamlessly on our mobiles and add
an additional level of functionality to the user and organisation.
Intelligent Connect
TeleWare’s bespoke solution provides the ultimate customer
journey created with individual needs in mind. Built around
the TeleWare Interactive Voice Response (IVR) solution, our
Project Managers and Architects forensically investigate an
organisation and their customers requirements to develop
a fluid communication road map. These individual paths
empower organisations with the scalability and flexibility
to control global locations and multiple teams while
offering the caller an enhanced customer experience. With
a 360 degree panoramic view of the telecommunication
infrastructure, the TeleWare portal provides visibility of
group or individual call statistics, enabling key business
decisions to be made immediately.
For additional information on our solutions, please visit www.teleware.com or
call 01845 526 830 to discuss your vision of enhancing your customer’s experience

16. +44 (0) 1845 526 830
thinkbeyond@teleware.com
1 King Street, London, EC2V 8AU | TeleWare House, York Road, Thirsk, North Yorkshire, YO7 3BX | 1250 Broadway, New York NY 10036
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