THE DATAPULSE PROPOSITION

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1 THE DATAPULSE PROPOSITION Unified Communications Solutions for Avaya Unified Communications Solutions for Avaya Datapulse has been at the leading edge of communications applications development for over 25 years, continually creating market-shaping solutions that provide tangible benefits to enterprises and public sector organisations. Datapulse provides a broad range of integrated applications for Avaya platforms which are designed to enhance the productivity and effectiveness of people and processes. Our expanding portfolio of operator consoles, IP phone applications, cost analysis, online directories and contact management solutions are used world-wide by everything from small to medium-sized enterprises to multi-site and multi-national organisations with tens or hundreds of thousands of employees. Datapulse also provide the expertise that is required to integrate disparate systems, directories and databases with our own applications, to ensure organisations enjoy optimum performance and gain greatest benefit. We have designed, installed and supported thousands of successful integrated solutions internationally. Datapulse s extensive portfolio of unified communications solutions for Avaya Red and Blue, are supplied exclusively through Avaya channel partners across Europe, the Middle East, Africa, Australasia and North America.

2 INTUITION 1000 CONSOLES Screen-Based Console First impressions count. Which is why it makes sense to give your switchboard operators the best possible tools for professional and efficient call handling. Intuition 1000 combines advanced call handling features and presence information with your company directory to ensure that every customer, supplier and business associate receives consistently prompt and professional service. Improve Customer Service & Call-handling Intuition 1000 makes a positive difference to the speed, quality and ease with which calls are answered and transferred. High performance software with enables operators to respond with accurate, up-to-date information, and even greet regular callers personally. As a result, individual calls are processed faster, and higher call volumes can be handled successfully, without compromising service standards. The Right Contact, First Time, Every Time Advanced directory look-up facilities and a range of optional enhancements, providing links to corporate databases, presence status, contact notes and calendars, make Intuition 1000 one of the most productive systems in its class and a valuable customer service tool. Integrated Presence When the operator performs a search Intuition displays the extension status and or presence status next to their name in the console database. This live presence information enables the operator to choose the best method in which to contact a person. Operators can also check Calendar status and send an or Instant message from the console. Embedding these tools into Intuition removes the need to swap applications and keep the caller on hold, which improves productivity and caller satisfaction. Prioritise Calls Intuition detects priority calls in the queue and alerts operators. Priority status can be applied to emergency and high value customer calls to ensure they are answered first. Personalised Greeting Operators can prerecord greetings in their own voice so that every caller is greeted with a fresh and consistent message. Monitor Performance Supervisors can monitor operator status in real time and run reports on historical data. Supervisors can track and control operator availability and utilisation, call patterns and other performance information in order to improve productivity and service quality. Track Staff Absences A note field with alternative contact numbers appears when a transfer is attempted to an absent employee. This enables operators to choose an alternative contact improving service. Trace Malicious Calls If the operator receives a disturbing call they can activate a Malicious Call Trace while connected to the call. This enables you to protect your operators and the business by tracking troublesome or threatening calls. VIP Hospitality Features Intuition has a number of advanced features that provide hospitality businesses with better overall guest satisfaction and operational efficiency. These include Do Not Disturb, Controlled Service and Wake Up/Alarm Call. Visually Impaired Console Intuition has a range of features for vision impaired or blind operators.

3 PROGRESSION Applications for Avaya IP Phones Progression solutions allow organisations to leverage their investment in unified communications by delivering practical, converged, business applications to the screens and speakers of Avaya s IP telephones. Simple to deploy, these easy-to-use, easy-to-learn applications provide a host of productivity, service and communication benefits that work out of the box, requiring no expensive integration work. IP Phones: More Than Just Desk Candy A display-based interface is a proven way to enhance the convenience and productivity of communications. By extending business applications and information to the screens and speakers of Avaya IP phones, Datapulse s Progression Enterprise applications deliver real and visible user productivity improvements to all IP phone users across an organisation. To date, the benefit of IP telephony has primarily been for the telecoms or IT department, but providing real-time interaction with applications on the displays of IP phones gives end users real benefits above and beyond the cost savings of IP. In addition to leveraging investment made in IP telephony and extending its benefits to users, Progression applications and services enable IP phones to be used both for voice communications and as an information portal, complimenting or even replacing the PC, while keeping staff informed and productive. With Progression Enterprise applications from Datapulse, organisations can use the displays of their Avaya IP phones for instant always on access to information and business applications. Progression Applications Datapulse has developed a range of applications for organisations to get the most out of their Avaya IP telephony: Corporate directory Voice paging Broadcast alerts Text messaging Company branding & promotions Click-2-Dail RSS news feeds Guest services Improve Productivity With Click-2-Dial Click-2-Dial reduces wasted time and errors by enabling users to click on any telephone number in any PC application, document or web page to initiate a call from their IP phone. Click-2-dial reduces the use of cell phones and associated costs. As no manual input is required, dialling errors are avoided and efficiency increased. Further Information Progression is compatible with Avaya CS1000 and CS2100 platforms with 11xx, 200x and 12xx series IP telephones. It is important to note, different applications work with the different telephone sets. In addition to these pre-packaged applications, Datapulse can also develop customised solutions to meet your business requirements. Intuitive Web-Based Administration Progression applications are quickly and easily administered from a web-based tool, that can be accessed from any browser on the network. IP phones are assigned to a group and any applications can be assigned to these groups, which ensures that IP phone users have access to the applications most relevant to them.

4 VOICE ACTIVATED DIRECTORY Speech Recognition Efficient, cost-effective communication is vital to business success. Your customers and partners must be able to reach the relevant people in your organisation easily and quickly. Employees need to be able to contact each other readily, both in the office and on the move. Voice Activated Directory (VAD) from Datapulse is a natural speech-enabled call routing and directory solution, that improves customer satisfaction and employee productivity while reducing telecommunication costs. Automated Call Handling Despite the rise of , text and instant messaging, the telephone remains the basis of business communications. This is why calls placed to and within organisations must be handled professionally and efficiently. Voice Activated Directory (VAD) is an automated selfservice solution that answers and transfers callers to the right person within an organisation, first time, every time. VAD s sophisticated, user-friendly speech recognition software offers a welcome alternative to navigating through multiple, touchtone menus or queuing to speak with an operator. The system interacts with callers in a conversational manner, in the way they naturally speak, which drives up customer satisfaction. Internal and external callers are greeted with a friendly human voice that asks them for the name of the person or department they wish to speak to. The system listens and transfers them quickly and successfully to the requested destination. Enhance Employee Productivity VAD is ideal for today s increasingly global marketplace. VAD gives employees access to the corporate directory, removing the need to hunt down the right telephone numbers in online databases, often-out-of-date printed directories, or encumber the switchboard operator with internal calls. Reduce Costs And Free Up Operators Because the VAD system can deal with routine, low value calls, such as staff calling the switchboard to be transferred to a colleague, operators are free to respond quicker and focus on higher-value calls. The system can lighten the operator s load even further by handling inbound call requests for routine information such as opening times and directions. Create A Better First Impression The user-friendly VAD system uses state-ofthe-art speech recognition technology, greeting callers using natural speech that is more sophisticated and user-friendly than touch-tone technology. The system is highly intelligent, learning as it goes, and taking foreign and regional accents in its stride. Exceptional Round-The-Clock Service More and more, customers expect round-theclock access to services. Providing personalised access to contacts around the clock, 365 days a year and handling one or a dozen incoming lines efficiently and professionally, VAD ensures customers and staff can access the people and services they need, whenever they need it. Overflow Calls In Busy Periods As many organisations still wish to offer a more personal service whenever possible, VAD can simply be used as an overflow at peak calling times to ensure calls are answered quickly, improving customer experience. Business Continuity Planning If the telephone operators become unavailable, VAD can automatically handle all calls until normal operations can be resumed. This ensures communications stay up and running, even in the event of an emergency, preserving service levels and avoiding loss of customers and revenues. Track Performance VAD includes a web application to view system performance and ensure service levels are met.

5 PRECISION Communications and Cost Management Efficient, cost effective communications are essential to every organisation, although many do not have the time, resource, or budget to analyse the performance and costs of their networks and staff. Precision Managed Services provide effective outsourcing options for communications management, eliminating the need for purchasing and administering a call management system and PC hardware. Fast, Secure Access To Cost Information Telecoms and IT costs are the second highest variable expense for an organisation. With demand and costs for these services rising, obtaining the right balance between expenditure and the business benefits they provide is vital. Precision provides the means to control, manage and reduce costs through a range of webbased services. This cost saving can vary but typically a minimum of 10% is achieved within a few months. This benefit is derived from the vastly improved visibility of costs and the detailed, customised reports available across the organisation, and at all levels. Precision is a modular solution so you can choose the functions best suited to your requirements. Choose The Services You Need Precision is a complete hosted service solution, designed to fulfil all requirements for improved, easily accessible management information that provides the means to reduce IT and telecoms costs. Precision is modular and flexible so if a complete hosted service is not appropriate for your organisation, you can choose the options you need, when you need them. Call Logging Provides local site based monitoring and reporting (at site, department and individual extension level), through to enterprise-wide analysis of consolidated data. Monitoring communications helps ensure high levels of service, identifies any misuse and redundant expenditure, and assists in reducing supplier tariffs. Identify Misuse by Defining Targets and Thresholds Precision s Threshold Alarms gives automatic daily alerts when user-defined thresholds are exceeded. These thresholds could be call duration, trunk utilisation, lost calls, response times etc. which will assist in detecting and tracing misuse of the phone system and improving customer service. Recover Mobile Personal Usage Costs Precision Cost Recovery is a simple, web-based service which enables employees to indicate their personal calls made on company mobile telephones. Reallocate and Improve Visibility of Costs The Precision Enterprise Billing service consolidates supplier billing data and electronic transaction data collected from a variety of sources to provide a comprehensive view of costs by cost centre, department or employee. Creating visibility throughout the organisation of the significant overhead costs that each employee incurs inevitably leads to costs falling. Hosted Web-based Services The Precision solution specialises in the interpretation and management of a combination of supplier billing and usage data collected from site equipment such as PBXs and servers. This data is presented in a wide range of easily-read, pre-formatted reports which can be accessed through a standard web browser.

6 CALL RECORDING Voice Recording and Monitoring Solution Service excellence comes from understanding your customer and how you interact with them. Call recording tools in your operator and customer service organisations enables your business to improve management control, boost productivity, reduce operational costs and meet compliance standards. Maximise Your Investment Datapulse Call Recording is a powerful call recording and monitoring tool providing: Automatic full-time call recording On-demand recording Triggered call recording Real-time silent monitoring Fast search and playback of recorded calls Integrate with business applications Individual and group access rights Multiple Recording Options Automatically record 100% of calls or selected calls on-demand or with automatic triggers. Recording Triggers Calls can be automatically recorded by triggers: user name, extension, caller ID, number and name, percent of inbound/outbound calls, area code, prefix, suffix, and wildcards. Silent Monitoring Supervisors and administrators holding appropriate permissions can listen in to active calls via their PC. Search and Retrieve Recordings can be found easily and quickly using multiple search criteria including: time and date, user name, inbound caller ID name and number, DNIS, outbound number dialled, flagged name or value, and designated recording group. Playback and Use Call recordings are played back through your PC speakers. Save recordings locally and integrate with your business application tools. Multi-Level Access Rights Flexible access rights allow administrators to assign permissions on a per-user basis. Multi-Site Support Record and monitor telephone calls at any location, all from the user interface. Agent Evaluation Enables managers to implement customised performance scorecards to provide feedback for employees to enhance their performance. Screen Recording Enables managers to record desktop video synced with call audio and screen shots for complete quality monitoring and agent training. Deployment Data switches are configured to send the Arc Call Recording server a copy of every VoIP packet going to and from the IP PBX. For multisite deployments, Datapulse Call Recording is installed on Windows servers distributed across multiple office locations and the remote servers are interconnected via the WAN. Benefits: Flexible, easy to use web-based interface Supports multi-site deployments Scalable from small to large deployments Managed as a single system from any location Flexible and adaptable

7 INTUITION X SIP Operator Console for Avaya Communication is the lifeblood of any business, so providing customers and employees with the means to communicate effectively, however and wherever they want, is critical to success. Intuition Enterprise combines a suite of powerful unified communication solutions that delivers exceptional customer experience and productivity benefits. Next Generation Customer Service Intuition combines advanced communications technologies into a robust, integrated platform that centralises and streamlines communication, improving productivity and responsiveness to customers. It provides you with a 360 view of your organisation, team members and communications tasks combined with all of the communications tools you need to run your business: Powerful Workflow Tools: View faxes, participate in chats, prioritise your work items, assign tasks, and collaborate. Integrated Desktop Toolbar: Your task queue, status, communications actions, and configurable business information are all available from one single panel Intelligent Call Queuing Intuition Enterprise intelligent routing to ensure inbound interactions phone, , fax, website enquiry, or other messaging methods - are directed to the correct queue and dealt with by the most appropriate individual or group based on their skills. A Personalised Service Intuition s powerful skilled-based routing ensures that inbound interactions are dealt with quickly by the best agent to handle it, not just the first one available, ensuring an efficient and effective service. Inbound interactions can also be assigned to an agents personal queue based on contact history, so customers are dealt with by the same person who took their last request. Presence Enabled Contact Directory Intuition provides access to an extensive directory of contact information that enables users to find the right person using a variety of search criteria such as name, department or product knowledge. The directory can also display presence status and calendar information against each contact in the database. Operators can see at a glance when a person is able to take a call or busy and how best to contact them. Monitor Performance Intuition has a range of reporting and monitoring tools to improve productivity and service quality. Reports can be exported to standard Microsoft programs such as excel, or other industry standard reporting platforms.and easily printed and distributed. Service level and performance information can be displayed using the Wallboard application, enabling users to react quickly to changes in call volumes before service is affected. Thresholds can be set to provide early warning of potential service level issues. Disaster Recovery With Intuition, should one site be lost, users can simply login from another site and take calls as normal. In case of hardware or database failure a duplicate Intuition system can be used. This enables business to continue, minimising disruption and ensuring calls are not lost. Visually Impaired Console Intuition Enterprise console has a range of features for vision impaired or blind operators and is also compatible with JAWS technology.

8 DATAPULSE SERVICES Experience and Expertise In order to ensure that customers gain the maximum benefit from their investment in Datapulse solutions, a range of technical services and support options are available. These are designed to compliment those provided by our network of channel partners. Project Management and Implementation Datapulse has a long and successful history of implementing large-scale communications systems and solutions, both in the private and public sector. Our teams of in-country engineers, project managers and technical consultants work closely with local partner project teams and our customers to ensure that projects are designed and deployed quickly and efficiently. Consultancy Datapulse s consultants focus on business solutions, not purely on technology, through scoping, risk assessment, budgets and resources. This expert assessment can pin point where improvements can be made, identify innovative yet practical solutions, and uncover new opportunities for greater productivity. Training To complete Datapulse s services portfolio, a training department facility is also paramount to new software implementation. Datapulse provide a range of courses, covering the complete product portfolio, to meet the customer s individual requirements. The courses available vary from a basic system overview through to a more advanced training that provides all the technical knowledge necessary for product configuration, troubleshooting and system management. Customer Services Designing and installing high performance, best value software solutions in only the beginning of Datapulse s process of providing exceptional customer service. Because every organisation has different needs and resources, Datapulse provide a choice of service packages in conjunction with our channel partners. Each provides specific response levels and service benefits that secure high quality technical support when and where you need it to ensure optimum system performance and complete peace of mind. For more information on Datapulse solutions and services please use the contact details below or visit the website: North America Research Triangle Park 4819 Emperor Blvd Durham NC Tel: Europe Progression House Pincents Lane, Reading Berkshire, RG31 4UH United Kingdom t: +44 (0) Asia Pacific 2 Marks Street Naremburn NSW 2065 Australia Tel: Middle East & Africa Room D306 Dubai Silicon Oa sis PO Box Dubai, U.A.E