Transcript WIPC VoiceMaxx - West IP Communications

Harness the Power of
West IP Communications
West Corporation
West Corporation is a world leader in cloud-based, missioncritical voice, data and video communications infrastructure,
services and applications to businesses of all sizes in a variety of
industries, including financial services, technology, healthcare,
retail and telecommunications.
COMPANY OVERVIEW
Founded:
1986
APPLICATIONS
• World’s largest conferencing provider
• Nation’s leading provider of emergency communications
Financial Strength:
$2.5B (2011 Revenue)
$682M (2011 EBITDA)
• Leading provider of automated alerts & notifications
Professional Employees: Over 7800 employees
• Leading provider of automated voice solutions
Locations:
• Leading provider of accounts receivable
management solutions
26 countries,
service to 130
countries
Technology Leadership 170 patents granted,
over 220 pending
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• Leading provider of IP-based telephony
• Premier provider of agent-based outsourced services
World-Class Client Management
Delivering a global presence:
1. Building Strong
relationships
2. Best-in-class support
3. Established vertical
markets
4. A global reach extending
across all market segments
and size
94%
Canada
US
of the Fortune 100
use West Corporation
84%
Asia
EMEA
South
America
of the Fortune 500
use West Corporation
77%
of the Fortune 1000
use West Corporation
Call Centers
Voice Bridging Centers
Video Bridging Centers
Web Data Centers
Network Operations Center
Streaming Servers
Sale/Administrative Offices
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West IP Communications
Hosted Communications for the Enterprise
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Oldest provider of hosted
communications
Offered the first hosted voice services
to the enterprise in 2000
Local phone services in ~4000 cities, in
over 7000 rate centers, covering 98%
of the US population
Service availability in 23 countries,
including Canada, Mexico, much of
South America, Europe, Africa, Asia
and Pacific Australia
One of only a handful of service
providers in the world to carry the
Cisco Master Unified Communications
Specialized certification
Who We Are…
We Are Not A Phone Company.
We…
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Deliver world-class service
Raise the performance of your company
Transform the way your business works
Unite & Deploy business technologies via a scalable ondemand, cloud-based communications platform
• Leverage communication tools in a way that outmoded
telephone companies can’t
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The Enterprise is Ready – So Are We
“Traditionally, business hosted IP voice’s target market has been companies with 50 – 99
employees. The recession forced larger enterprises, which typically prefer premise based
solutions, to open their spectrum of possibilities to hosted IP voice.”
-Rebecca Swensen, IDC
“Consider West as an experienced supplier, especially for midsize to larger UCaaS deployments
that require integrated contact center functionality”
-Gartner Magic Quadrant for UCaaS 2012
Smoothstone’s platform and services deliver a value proposition that strongly resonates with
enterprises looking for scalability, flexibility and simplicity. It continues to evolve its offerings
to include services that address specific customer needs.”
-Melanie Turek, Frost & Sullivan
“Smoothstone’s innovative competitive strategy has allowed it to service its customers in a
very efficient and cost-effective manner. Through its unique technological platform and
customized bundling of solutions, as well as an extensive partner program, Smoothstone is
poised to capture a growing share of the market.”
-Frost & Sullivan
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2012 Gartner Magic Quadrant
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UC Solutions
WIPC Complete UC Portfolio
Application Aware Networks
WIPC
MAXXIS
WIPC
MaxxSecure
Network
Network
QoS
Unified Threat
Infrastructure Management Management Management
Enterprise Voice & Telephony
WIPC
VoiceMaxx
VoiceMaxx CE
Telephony
Trunking
WIPC
Mobile
Connect
WIPC
Control
Maxx
Mobile
Integration
Contact
Center
Unified Communications
As a Service
WIPC
AMP
IM & Presence
WIPC
MaxxUM
WIPC
DirecFax
Email
Fax
Messaging & Presence
Voicemail
Web
Conferencing
Video
Conferencing
Conferencing & Collaboration
Client Applications Integration
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Audio
Conferencing
MAXXIS Application Aware Network
MAXXIS
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End-to-end
connectivity
Flexibility &
Scalability
• 100% packet
delivery for realtime applications
• Improved
efficiency to lower
network
operational cost
• Multiple Tier-1
Providers
• Diverse routing
• Wide range of
network interface
capacities
Application
based Class of
Service
• Advanced,
business-oriented
QoS
• Traffic prioritized
based on type &
business
requirements
• Private peering
arrangements
MaxxSecure
• Comprehensive
Unified Threat
Management
solution
Best-in-class
Support &
Service
• Proactive network
monitoring and
service notification
• Single point
accountability
MAXXIS Application Aware Network
A completely new approach to advanced network design,
configuration, management & support
• Allows multiple carrier transport infrastructures to act as a single network solution
• Unified routing tables, universal QoS capabilities, MPLS, dial tone coverage nationwide
and into international markets
• Complete visibility all while operating under a single network architecture
• Delivering a consistent set of cloud-based enterprise communications applications & services
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“Managed Network” NOT “Managed Router”
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MAXXIS
Carriers
Dynamic routing on LAN and WAN
No LAN-based dynamic routing or BGP support
Full customer access to router with
TACACS management
No customer access
Flexible IOS options
Routers have single, carrier-defined IOS
Personalized customer approach, from
Cisco-certified engineers
Multi-tier call center structure with low-level
agents and off-shore support
Robust Disaster Recovery tools and
infrastructure
No HSRP or carrier fail-over configuration
Hardware replacement & emergency
equipment services
Limited replacement services, provided by
through a 3rd party
Customizable QoS settings
Limited QoS configuration options
24/7, proactive monitoring, anomaly
detection and problem resolution
Reactive management, if circuit is down
What makes MAXXIS different…
Ability to provide a heterogeneous network using the best possible
carrier connectivity
Provides a fully managed network NOT managed router solution
Provides a fully survivable dynamically routed network
infrastructure, still from a single provider
Provides full network design, configuration, and installation,
management and maintenance
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Voice Solutions Delivered Three Ways
Fully Managed IP
To the Desktop
Real-time call monitoring &
call detail reporting
For customers who need an
end-to-end solution
Virtual DIDs at any location
SIP Trunking
For customers with an
existing onsite IP PBX
4 to 6 digit dialing end-toend across the enterprise
with unlimited local and onnet calling
Call recording & retrieval
Customer-defined disaster
recovery and business
continuity
TDM Emulation
For customers with a
legacy PBX
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WIPC VoiceMaxx
The comprehensive cloud-based solution that lowers the costs
and simplifies the deployment of enterprise VoIP
Mobile
Unlimited scale of users with burstable
calling capacity
Desk Phone
IP
Softphone
Service packages aligned to user needs
SaaS
Applications
Voice
Mailbox
Powerful tools for personal call control,
hoteling and voice conferencing
Local & LD
Mobile phone client
Web Portal
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Uniform features and functions across all
locations
Unified
Messaging
Real-time monitoring and reporting tools
VoiceMaxx Benefits
VoiceMaxx
Increase
Flexibility &
Efficiency
• Rapid deployment
times
• Unlimited calling
capacity (inbound and
outbound)
• Utilizes bandwidth
and scales to
accommodate bursts
in calling activity
• Eliminates the over
provisioning and over
buying of
infrastructure
and services
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Enable
Mobility
Drive
Efficiency
• Accessible at all
times and locations
• Powerful set of
personal call
management tools
along with,
hoteling capabilities,
personal
conferencing and
mobile client
integration
• Appropriate service
package to needs
• Unlimited on–net
calling and
competitive local,
long distance and
international rates
• Access to the latest
in communications
technology
Take Control
• Manage inbound
numbers and how
they route –
geography, time–of–
day, holiday schedules
or in the event of
outages
• Monitor calling
activity across the
enterprise
• Report writer to
deliver information
Experience
Service
Excellence
• Some of the highest
customer retention
and satisfaction rates
in the industry
• No one–size–fits–all
solution
• Support team is an
extension of IT
VoiceMaxx Service Packages
PREMIUM
• High level of accessibility, mobility, and specialized features
• Typical users include: executive level management, sales, and account executives
STANDARD PLUS
• Personalized functionality with added features for enhanced productivity, mobility and call management
• Typical users include general interoffice staff requiring phone control tools for on–premise mobility
STANDARD
• Some personalized functionality, but do not need the complete suite of services for daily business use
• Typical users are standard in–office employees
ADMIN/RECEPTION
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Administrative, reception and department assistants, the Admin/Reception package provides a high level of
control of incoming calls
LIMITED
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For a limited use line necessary for point to point communications. Examples include lobby areas and break
rooms and contact center agents
ControlMaxx
Complete Control of Enterprise Communications
ControlMaxx– Call Director
Total control of enterprise communication patterns. Manage inbound numbers and how they route, according to geography, timeof-day, holiday schedules or in the event of outages. Sophisticated tools to handle complex and/or dynamic call flow scenarios,
where multiple locations are involved, including back up locations and home-based employees. Pre-determine call rules or
manage them on-the-fly and even create new auto-attendants and greetings, as needed.
ControlMaxx– Contact Center
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Call Queuing
Call Recording
Call Monitoring
Call Reporting
Desktop Client
Complete control of your
inbound call queues.
Create new queues; add,
move, remove users;
view real-time queue
status; analyze
information about each
agent including average
pick- up and talk times,
number of calls
handled/missed and
time/duration of last call
handled.
Call Recording allows
you to selectively record
inbound and outbound
calls for compliance,
training or quality
assurance purposes. It
gives you the ability to
search, retrieve, replay
or store recorded calls
online or to any storage
media.
With Call Monitoring,
you can now listen in on
contact center calls
without disrupting the
call. It is an ideal tool for
quality assurance or
other purposes and can
be combined with
ControlMaxx Call
Recording to create
powerful agent training
programs.
Robust reporting
engine, providing
real-time status and
analytics, including
reports by queue,
agent, call or path and
report on abandoned
calls and agent status
changes. Call Reports
include links to
recorded calls for fast
retrieval.
Installed on an agent’s
PC, provides access to
real-time queue/call
statistics and taskbar
alerts. With it, agents
can change their status
without having to log in
via the web, participate
in agent-to-agent or
internal group chats and
saves all chat logs for
future reference.
Unified Messaging
Solutions
Put everyone on the same page for
clear and effective communication,
no matter where they are, what
format they need or what device they
are using
• Inbound/Outbound Fax
• Voice Mail to e-Mail
• Fax to e-Mail
• Integration with Microsoft Outlook
Collaboration Solutions
Designed to meet the needs of the
dynamic enterprise
• Web Meeting Center
• Personal Conference Line
• On-demand conferencing
• Meet-Me Conferencing
MaxxPoint Web Portal
Web portal to monitor & manage you IP communications
infrastructure, solutions & services
• Account and Service Management
— Maintain and administer user
accounts and open/monitor tickets
and service issues
• Call Flow and Control — Manage
inbound numbers and how they
route in the event of outages, or
according to geography, time–of–
day or holiday schedules
• Network Management — Real–
time monitoring of your entire
network infrastructure
• Security Management — Access to the Smoothstone Secure application, including firewall, VPN, spam/content
filtering and virus protection
• Reporting — Drill–down reporting on voice call detail and utilization of all network and service infrastructure
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Flexible Application of Technology and Solutions
A robust portfolio of
proprietary and
partner services,
coupled with the
experience and
knowledge to
engineer a solution
that is most suitable
to a company’s needs
Consult
Design
Enterprise
Voice
Conferencing
&
Collaboration
Managed
Network
Client
Manage
Implement
System
Integration &
Application
Messaging &
Presence
Support
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Network Operations and Support Center
Enhancing Your
IT Team
ENHANCING
YOUR
IT TEAM
A 24x7 state of the art facility delivering
unprecedented customer support - Tier 1 to
Advanced Infrastructure Engineering - on all
network, voice and SaaS solutions:
END-TO-END
End-to End MANAGEMENT
Management
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Real-time call quality
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Circuit outages
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Network anomalies
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BGP routing tables
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Advanced deep-packet-level analysis
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Staffed 24/7/365 with Cisco Certified
engineers
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Direct extension of your IT staff
Customer Results
Increased Business Efficiency:
Driving down the costs and
complexity of deploying advanced
communications tools
Increased Business Execution:
Speeding the deployment and
impact of unified communications
Increased Business Agility:
Delivering applications and
services that are closely aligned
with business needs
www.smoothstone.com
Q&A
www.smoothstone.com