Telovations Presentation

Copyright 2011 Telovations, Inc. All Rights Reserved.

Communications as a Service

Copyright 2011 Telovations, Inc. All Rights Reserved.

About the Company

• Leading Hosted Voice Company in the Southeast US• Founded in 2006 in Tampa, Florida• Target market: mid-size, professional services enterprises • Differentiator: Voice applications over “Private Cloud”• 250+ customers across North America• Pioneering “Communications as a Service” approach

Copyright 2011 Telovations, Inc. All Rights Reserved.

Capital Investment Model Operating Expense Model

Static and Concentrated Dynamic and Distributed

Reactive and Tactical Proactive and Strategic

Single Point of Failure Embedded Continuity

Chore Core

Premise based …as-a-service (Cloud)

Financial

IT Personnel

Workforce

Continuity

Focus

Our Approach – Communications as a Service

Copyright 2011 Telovations, Inc. All Rights Reserved.

Managed SIP TrunkingManaged SIP Trunking is an enterprise-class solution that is your conduit to a converged IP world utilizing your existing telephone equipment

Hosted Phone SystemOutsourced, hosted phone system provides all the benefits of IP communications without the upfront capital cost and ongoing maintenance

Hosted Call CenterOn-demand, full featured call center functionality for individual centers, multi-site centers and home workers, easily scalable, predictable pricing

Disaster RecoveryRedundant, easily configured solution to protect your business from natural disasters, power outages and other service disruptions

Core Managed Service Offerings

Copyright 2011 Telovations, Inc. All Rights Reserved.

Company C

Data Center

Hosted Solutions delivered over a private, secure, integrated voice/data network with QoS/CoS

Fully Managed Network

Change Profile DetailsChange PasswordAnonymous Rejection Calling Line ID Blocking OverrideCalling Name RetrievalEnhanced Call Forwarding Call NotifyDo Not DisturbExternal Calling Line ID DeliveryInternal Calling Line ID DeliveryAlternate NumbersCall CentersCall Forwarding Selective Music On Hold

• Microsoft Toolbar• Click to Call

Web ExpressCustom Ring back userPriority AlertSelective AcceptanceSelective Rejection Sequential RingSeries CompletionSimultaneous RingAutomatic Hold Retrieve Automatic CallbackCall ReturnCalling Party CategoryLast Number RedialLine ID BlockingSpeed Dial 8Instant Messaging and Presence

Voice ManagementFeature Access Codes ListGroup Directory Speed Dial 100Account CodesPersonal Phone ListBarge-in-ExemptCall Waiting Call Pickup Customer Originated TraceDirected Call Pickup Diversion InhibitorFlash Call HoldCall TransferThree Way CallPush to Talk

100+ Hosted Phone System Features

Class 5 Hosted Telephone System

• Cisco Screen Phone• Unified Messaging

Platform that DeliversThird-Party Applications And Services

Telovations Call Center ClientCategory: Business

iPhone Call ClientCategory: Business

Microsoft DynamicsCategory: Business

Mac Call Control ClientCategory: Business

Select Features & ApplicationsMobile Phone LinkMobile Phone LinkYour mobile phone (from any carrier) and your office phone can work as one

Unified MessagingRemote OfficeYour home or cell phone can make and receive calls using your office telephone number

Auto Call RoutingAutomatically distribute calls based on pre-programmed rules, never get a busy signal

Mobile Phone LinkFind me Follow meYour incoming calls can be individually programmed to “find you” at other numbers

Desktop FaxYour incoming faxes will be automatically delivered to your e-mail address as a PDF

CollaborationEasily communicate with on-demand audio, Web and managed video conferencing

Web Portal/ReportingConvenient, secure Web Portal with real-time call detail and reporting

Auto AttendantHosted service answers and routs incoming calls to any internal or external number

CRM Integration With Salesforce.com

Key Features:• Screen pop on

inbound and outbound calls ·• All information auto-

logged with the contact file• Integrated call

controls desk phone from the web• Click-to-dial on any

contact or number in Salesforce• Call reporting

Mobile Integration–Smart Phone Support

Visual Voicemail

Text Messaging

PortalAccess

stats

• Audio and web conferencing• Demonstrate new products and services• A solution that reduces operating expenses

Improve Communications, Win and Retain Customers

Conferencing & Collaboration

Telovations provides business communications continuity by protecting you from outages

Open for business, NO MATTER WHAT

Automated Disaster Redirect

Unity

Icon based point andclick call control

interface

Call Control, Secure Instant Messaging, Click-to-Dial Directories, Complete Historical Call Logs

Hosted Call Center ApplicationsTelovations 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.

Components:• Call center agent

software• Call center

supervisor software

• Automatic Call Distribution (ACD)

• Reporting• Call Recording

Hosted Call Center ApplicationCall Center Agent & Supervisor Software

ACD (automatic call distribution)

Hunting Policies– Linear – Agents are visited in order,

always starting with the same agent

– Circular – Agents are visited in order, starting where the last hunt ended.

– Uniform – Calls are distributed uniformly to the agents, starting with the most idle agent

– Simultaneous – Calls are presented to all idle agents simultaneously

– No-answer – When a call to an agent remains unanswered, it hunts to the next idle agent or to an external destination

– Weighted Call Distribution – Calls are randomly distributed to agents according to a configurable weight

– Directory Number Hunt Group – Enables call waiting for agents. Incoming calls are re-routed to ACD if agents are busy or not available.

ACD Overview

Call Center Reporting Overview• Real-time and historical reporting• Agent activity reports• Queue activity reports• Browser based• Output options for on screen, PDF,

print, export to Excel • Support wall boards via LCD screens

Copyright 2011 Telovations, Inc. All Rights Reserved.

Call Center Report Summary

• Agent Call Detail Report• Agent Call Report• Agent Duration Report• Agent Activity Report • Agent Summary Report• Agent Unavailability Report• Agent Disposition Code Report• Sign-In/Sign-Out Report

• Queue Call Detail Report• Incoming Calls Report• Queue Report• Abandoned Call Report• Queue Summary Report• Service Level Report• Disposition Code Report• Overflow Matrix Report

Agent Reports Call Center Reports

Hosted Call Recording and Storage

Web Based Dashboard

Call Recording Tab

Search and Annotate

• Flexibility• Security• Scalability • MP3 Playback

Copyright 2011 Telovations, Inc. All Rights Reserved.

Telovations Benefits:

• The latest technology delivered as a service

• Full Unified Communications – Mobile integration

• Fully managed and monitored 24/7

• One Service Level Agreement, one bill, all locations

• Access all services through web portal• Open API – Integration out of the box

CRM Systems Data Feeds