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West Corporation
Founded: 1986
Financial Strength: $2.5B (2011 Revenue)$682M (2011 EBITDA)
Professional Employees: Over 7800 employees
Locations: 26 countries, service to 130 countries
Technology Leadership 170 patents granted, over 220 pending
• World’s largest conferencing provider
• Nation’s leading provider of emergency communications
• Leading provider of IP-based telephony
• Leading provider of automated alerts & notifications
• Leading provider of automated voice solutions
• Leading provider of accounts receivable management solutions
• Premier provider of agent-based outsourced services
COMPANY OVERVIEW APPLICATIONS
West Corporation is a world leader in cloud-based, mission-critical 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.
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World-Class Client Management
1. Building Strong relationships
2. Best-in-class support3. Established vertical
markets4. A global reach extending
across all market segments and size
of the Fortune 100use West Corporation
of the Fortune 1000 use West Corporation
of the Fortune 500use West Corporation
94%
84%
77%
Delivering a global presence:
Canada
US
SouthAmerica
EMEA
Asia
Voice Bridging Centers
Web Data Centers
Streaming Servers
Call Centers
Video Bridging Centers
Network Operations Center
Sale/Administrative Offices
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West IP Communications
• 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
Hosted Communications for the Enterprise
Who We Are…
We Are Not A Phone Company.
We…• Deliver world-class service• Raise the performance of your company• Transform the way your business works• Unite & Deploy business technologies via a scalable on-
demand, 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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WIPC Complete UC Portfolio
Conferencing & Collaboration
Enterprise Voice & Telephony
Messaging & Presence
Application Aware Networks
Unified Communications As a Service
Client Applications Integration
NetworkInfrastructure
NetworkManagement
QoSManagement
Unified ThreatManagement
Telephony Trunking MobileIntegration
ContactCenter
IM & Presence Email Fax VoicemailWeb
ConferencingVideo
ConferencingAudio
Conferencing
WIPCVoiceMaxx
VoiceMaxx CE
WIPCMobile
Connect
WIPCControlMaxx
WIPCDirecFax
WIPCMaxxUMWIPC
AMP
WIPCMAXXIS
WIPCMaxxSecure
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MAXXIS Application Aware Network
• 100% packet delivery for real-time applications
• Improved efficiency to lower network operational cost
• Multiple Tier-1 Providers
• Diverse routing• Wide range of
network interface capacities
• Advanced, business-oriented QoS
• Traffic prioritized based on type & business requirements
• Private peering arrangements
• Comprehensive Unified Threat Management solution
• Proactive network monitoring and service notification
• Single point accountability
MAXXIS
End-to-end connectivity
Flexibility & Scalability
Application based Class of
ServiceMaxxSecure
Best-in-class Support &
Service
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• 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
A completely new approach to advanced network design, configuration, management & support
MAXXIS Application Aware Network
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“Managed Network” NOT “Managed Router”
MAXXIS CarriersDynamic routing on LAN and WAN No LAN-based dynamic routing or BGP support
Full customer access to router withTACACS 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
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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
TDM Emulation
SIP Trunking
Fully Managed IPTo the Desktop
For customers with a legacy PBX
For customers with an existing onsite IP PBX
For customers who need an end-to-end solution
Real-time call monitoring & call detail reporting
Virtual DIDs at any location
4 to 6 digit dialing end-to-end across the enterprise with unlimited local and on-net calling
Call recording & retrieval
Customer-defined disaster recovery and business continuity
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WIPC VoiceMaxx
Uniform features and functions across all locations
Service packages aligned to user needs
Unlimited scale of users with burstable calling capacity
IPSoftphone
VoiceMailbox
Local & LD
Web Portal
UnifiedMessaging
SaaSApplications
Desk PhoneMobile
Powerful tools for personal call control, hoteling and voice conferencing
Mobile phone client
Real-time monitoring and reporting tools
The comprehensive cloud-based solution that lowers the costs and simplifies the deployment of enterprise VoIP
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VoiceMaxx Benefits
• 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
• 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
• 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
VoiceMaxx
Increase Flexibility & Efficiency
Enable Mobility
Drive Efficiency
Take ControlExperience
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
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VoiceMaxx Service Packages
• High level of accessibility, mobility, and specialized features• Typical users include: executive level management, sales, and account executives
• 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
• Some personalized functionality, but do not need the complete suite of services for daily business use• Typical users are standard in–office employees
PREMIUM
• Administrative, reception and department assistants, the Admin/Reception package provides a high level of control of incoming calls
• For a limited use line necessary for point to point communications. Examples include lobby areas and break rooms and contact center agents
STANDARD PLUS
STANDARD
ADMIN/RECEPTION
LIMITED
ControlMaxx– Call DirectorTotal control of enterprise communication patterns. Manage inbound numbers and how they route, according to geography, time-of-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.
Call QueuingComplete 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 MonitoringWith 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.
Call RecordingCall 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.
Call ReportingRobust 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.
Desktop ClientInstalled 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.
ControlMaxx– Contact Center
ControlMaxx
Complete Control of Enterprise Communications
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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
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MaxxPoint Web Portal
• 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
Web portal to monitor & manage you IP communications infrastructure, solutions & services
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Design
Implement
Support
Manage
Consult
Flexible Application of Technology and Solutions
Client
Enterprise Voice
Managed Network
System Integration & Application
Messaging & Presence
Conferencing &
Collaboration
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
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Network Operations and Support Center
• Staffed 24/7/365 with Cisco Certified engineers
• Direct extension of your IT staff
A 24x7 state of the art facility delivering unprecedented customer support - Tier 1 to Advanced Infrastructure Engineering - on all network, voice and SaaS solutions:
• Real-time call quality• Circuit outages• Network anomalies • BGP routing tables • Advanced deep-packet-level analysis
End-to End Management
Enhancing Your IT Team
END-TO-END MANAGEMENT
ENHANCING YOUR IT TEAM
www.smoothstone.com
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
Customer Results