Introducing Wave IP 2500™
The Only IP PBX with Applications Inside™
Ripley Tate
Web Fire Communications, Inc.
3406 McNiel
Wichita Falls, TX 76308
940-691-7577
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
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©2007 Vertical Communications, Inc.
The Evolving Opportunity
Key Requirements for Customers
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
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
Sources: Forrester, Frost & Sullivan reports
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©2007 Vertical Communications, Inc.
Choosing an IP Phone System
Key Customer Considerations
• Basic communications
functionality
• Application needs as business
grows
• Competitive feature set
• Call Center
• Scalability
• Conference Management
• Ease of maintenance
• Fax Management
• End-users’ application needs
today
• Voicemail
• Custom IVR/Self-service
Applications
• Investment protection
• Auto Attendant
• Integration with network
• Unified Messaging
• Endpoints
• Presence Management
• Applications
• Call Recording
• Software Subscription
• Desktop Call Management
• Mobility
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©2007 Vertical Communications, Inc.
IP-PBX Evolution
Wave – A Converging Infrastructure
Legacy - Multi, Silo’d Architectures
Contact
Center
IVR Self
Service
Today - Vertical Wave
Conference
Apps
Video
PBX
Cabinets
Voice
Gateways
App
Servers
Data
Platforms
Legacy - Multi Vendors
Voice
One Architecture
Applications InsideTM
One Vendor
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©2007 Vertical Communications, Inc.
Legacy IP-PBX
Application Architecture
AA/Voicemail /
Unified Messaging
Multiple
applications =
Multiple servers
Multiple Vendors
Conferencing
Contact Center
Fax
Desktop
Call Control
IP-PBX
Internet
PSTN
Call Recording
Telephony
Voice
Gateway
Speech-enabled
Self-Service Apps
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©2007 Vertical Communications, Inc.
Vertical Wave IP 2500
Applications Inside™ Architecture
A single Wave
server supports
multiple applications
Auto Attendant
Voicemail
Unified Messaging
Presence
Fax
Internet
Conferencing
Contact Center
Desktop
Call Control
Telephony
Voice
Gateway
Call Recording
Speech-enabled
Self-Service Apps
PSTN
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©2007 Vertical Communications, Inc.
Vertical Wave
The IP Business Communications Solution for Your Business
Modular Design
• Flexible/Affordable
• Pure IP or mixed
environment
• Migration-friendly
• Embedded voice
gateway
• Mobility
Applications Inside™
• Base Applications
• Add-on Applications
• ViewPoint for all users
Endpoints
• Wide range of
options
• Investment protection
for most Comdial,
Vodavi, TeleVantage
customers
Available through our network of
Certified Wave Business Partners
Management
Tools
• Accessible from any
Web browser
• Easy moves, adds,
changes from anywhere
• Advanced multi-site
administration
• Powerful Diagnostics
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©2007 Vertical Communications, Inc.
Wave IP 2500 Modular Design
Base Platform is Flexible, Scalable
•
•
•
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Rack-mountable server (17.6” wide x 4.35” high x 19” deep, 26 lbs)
•
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 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
Supports up to 10,000 voicemail boxes
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©2007 Vertical Communications, Inc.
Wave IP 2500:
Internal Chassis View
Backplane
Terminator
Power
Supply
Backplane
Circuit Board
Guides
Expansion
Module
Circuit
Board
Guides
Integrated Services
Card (ISC)
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©2007 Vertical Communications, Inc.
Applications Inside™
Pre-loaded 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…
•
•
•
•
•
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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
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
Applications Inside™
Base Applications: Wave ViewPoint™
•
Award-winning desktop
call management tool for
all Wave users
•
•
One-click listen/pickup
•
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
Point-and-click to receive,
make, transfer calls
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
Applications Inside™
Base Applications: Visual Voicemail and Unified Messaging
• Use ViewPoint to
manage voicemail at
the desktop
• Graphical interface
makes it easy to
listen, forward and
reply to voicemails
• Create text notes
and attach them to
voicemail messages
• Receive pager,
email or call
notification of new
messages
• No special voicemail
ports
Play messages
Bookmark
messages
Listen over
speakers or phone
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©2007 Vertical Communications, Inc.
Applications Inside™
Base Applications: Presence Management
• Check the availability
of all Wave users
• Manage calls more
efficiently
• Available through
ViewPoint client
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©2007 Vertical Communications, Inc.
Applications Inside™
Base Applications: Call Recording
• Great for customer
service requirements
• Helpful for
compliance needs
• Users can record onthe-fly or, set to
record all calls
automatically
• Annotate recordings
with your own notes
• No need to purchase
additional recording
hardware, software
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©2007 Vertical Communications, Inc.
Applications Inside™
Wave Global Administrator
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Web-based management tool available as
part of base Wave system
Customizable authentication schemes and
access permissions
Task-oriented framework
Applets & Wizards
•
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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
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Contact Center
•
•
•
Easy to install,
deploy
and manage
Extensive reporting
for efficient resource
management
Agents,
administrators use
familiar ViewPoint™
interface
•
Role- and skillsbased call routing
•
Record on a queueby-queue basis;
recordings can be
annotated for
coaching
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Contact Center
•
Automated Call Distribution
•
Queuing
• Flexible skills-based routing
• Prompt & collect
• Database routing
• Database integration
• Priority queuing
• Expected wait time announcement
• Unlimited skill groups
• Position in queue announcement
• Dynamic re-skilling
• Custom announcements based on
wait time
• Pick calls from queue
• CTI support
• Customer announcements based on
prompts
• Call recording
• Supervisors may optionally take calls
• Real-time and historical reporting
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Contact Center
Both agents and supervisors use the same ViewPoint client;
familiar interface dramatically cuts training time
•
For Agents
•
For Supervisors
• Visibility into Queue
• Silent Monitor
• Call Notes
• Barge-in/Join
• Pick call from queue
• Agent Coaching
• Remote/home agent
support
• Supervisor alerts
• Screen pop capability
• Queue Statistics (over
Phone)
• Wrap up
• Call recording
• On demand Recording
• Presence
• CSR training,
performance reviews
• Transfer, Conference,
Park
• Historical call
recordings
• Historical Reporting
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Conference Manager
•
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 3rd
party moderator
•
No need to build
conferences manually
•
Eliminate conference
service fees – Fast ROI
•
Easy to moderate or
manage conferences
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Fax Manager
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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
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©2007 Vertical Communications, Inc.
Applications Inside™
Add-on Applications: Voice Server/IVR
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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 3rd
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
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©2007 Vertical Communications, Inc.
Wave IP 2500 Endpoints
Broad array of options = choice + investment protection
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
•
3rd 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
•
Counterpath eyeBeam
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©2007 Vertical Communications, Inc.
Wave IP 2500 Editions
Base System Options
Standard Edition
Designed for smaller
deployments
Includes 10 user license
Supports up 50 user
licenses
ViewPoint, visual
voicemail, UM, presence,
call recording included
Professional Edition
Enterprise Edition
Mid-level package
designed for
deployments with
greater than 50 users
Large scale package
designed for
deployments with
greater than 200 users
Includes 50 user license
Includes 200 user license
Supports up to 200 user
licenses
Supports up to 500 user
licenses
ViewPoint, visual
voicemail, UM, presence,
call recording included
ViewPoint, visual
voicemail, UM, presence,
call recording included
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©2007 Vertical Communications, Inc.
Wave IP 2500 Editions
Custom Configurations
• Vertical will work with you to create custom
Wave configurations to meet your
customer’s 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
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Wave Solution Example
Highland House Mortgage is a fictional example of a $75MM/year, 150
person company. Like many SMB’s, Highland House Mortgage has the
following challenges:
Lack of
Resources
Competitive
Pressure
Investment
Protection
Pain
Points
Employee
Productivity
Operational
Efficiency
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Wave Solution Example
How would Wave solve Highland House Mortgage’s business
communications problems for the following employees types?
• Receptionist / Administrative Staff
• Executive Staff
• Inside Sales Department / Customer Service
• Outside Sales / Mobile Workers
• IT staff
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Receptionist / Administrative Staff
Requirements:
The Wave Solution:
•
Manages incoming calls and redirects as • Viewpoint is used for desktop call
appropriate
management
•
Broadcasts out “all company” Voicemails • Incoming calls are easily transferred to
from the President on upcoming events
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
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Executive Staff – General Manager
Requirements:
• Notification of who is calling
• VIP customers to reach him at anytime,
anywhere.
•
•
•
The Wave Solution:
• VP Desktop Call Management / Desktop
Alerts
Notification of new messages
• VIP Call Routing / Personalized
Communications
Quickly create ad hoc conferences
• Presence Management
Investment protection / scalability /
affordability
• 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
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Inside Sales Department/Customer Service
Requirements:
• Don’t consider themselves a formal call
center
The Wave Solution:
Wave Viewpoint and Wave Contact Center
• Skills-based and priority routing
•
•
Want to better track and manage calls
•
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Call Recording and call notes are a must.
• Remote/home agent support
On Fridays, staff can work from home
• Screen pop capability
Need reports on abandon rates and hold
times
• Visibility into Queue
• Call Notes
• On demand or Queue Call Recording
• Presence of SME for Transfer, Conference, Park
• Call Center Reporter
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©2007 Vertical Communications, Inc.
Highland House Mortgage
Outside Sales / Mobile Worker
Requirements:
• Never wants to miss an important call
• Need a solution that is flexible, regardless of
their location
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•
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
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©2007 Vertical Communications, Inc.
Highland House Mortgage
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
38
©2007 Vertical Communications, Inc.
Highland House Mortgage
Wave IP 2500 – offers the total solution!
Lack of
Resources
Wave Solution:
• Web-based admin
• Multi-site
• Easy to manage
Competitive
Pressure
Wave Solution:
• Lower TCO
• Improved customer
responsiveness
• Personal touch
Investment
Protection
Pain
Points
Employee
Productivity
Wave Solution:
• Applications InsideTM
• Contact Center
Wave Solution:
• Leverage existing
investments
• Simple migration
• Enables future growth
Operational
Efficiency
Wave Solution:
• Single platform
• Open interfaces
• Integrated Voice GW
• Scalable
• Hybrid capabilities
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
The Wave Advantage
For Contact Centers
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Agents, Supervisors access Contact Center
features via ViewPoint
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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
42
©2007 Vertical Communications, Inc.
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
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©2007 Vertical Communications, Inc.
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
•
Standards-based approach ensures
reliability, interoperability
•
Flexible design ensures scalability,
agility as needs change
•
Support for Vertical phones ensures
investment protection
Browser-based administration, remote
manageability
44
©2007 Vertical Communications, Inc.
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
45
©2007 Vertical Communications, Inc.
Discussion/Q&A
Thank You
Ripley Tate
Web Fire Communications, Inc.
3406 McNiel
Wichita Falls, TX 76308
940-691-7577