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Introduction to TeleWare – October 2010

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About us 30% of our workforce are developers 19% of FTSE 100 as customers Cost effective Mobile and Unified Communications Full Business Telephony Feature set on the mobile Interoperability protects current and future investment Easy to implement, manage and use for lower cost of ownership Enterprise Mobility Since 1991 Hosted solutions since 1997 IP Telephony since 2001 Private Mobile eXchange since 2003 Spectrum licence since 2006 Headquarters in North Yorkshire

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TeleWare Deployments deployment areas

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Agenda

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Our 5 th Year in the Gartner UC Magic Quadrant challengers niche players leaders visionaries NEC IBM Alcatel-Lucent Microsoft Cisco Avaya ShoreTel Aastra Technologies SAP TeleWare Toshiba Mitel Siemens Enterprise Communications As of July 2010 Source: Gartner (July 2010) Interactive Intelligence completeness of vision ability to execute

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Growing Importance of Mobile 2008 - 09 2009 – 10 Est. Mobile IP Centrex Office Inbound Vertical Targets Retail Manufacturing & Logistics Military & Blue Light Financial Public Sector

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Key Products in 2010/11

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The Business Issue Continual Investment In communications And Still Customers Are Not Happy “ I don’t want to be put on hold when I call you. I hate queuing Surely somewhere in your company there is someone I can speak to ? I don’t care if you are busy at the moment or that Jenny is on leave today How long does it take to reply? I rang you and nothing has happened Please can someone help me Why have you not called me back or acknowledged my call? Don’t you want my business?” I’ve done my bit I called and left you a message , now please will you return my call? Are you all away ?

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Pain points for the business Auto Attendant PBX Messaging Call Centre ACD Call Recording PBX Messaging Mobility Server Inbound Call Management Mobile Phone Blackberry Increasing Mobility Deskbound Teleworker Campus Nomadic Road Warrior

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Intelligent Communications for Business One Number | Unified Messaging | Mobile Office | Conferencing | Call Recording Call Routing | Auto Attendant | IVR | Virtual Contact Centre Private Mobile Office | Mobile Extensions | Fixed Mobile Integration IP Telephony | IP Centrex | SIP Trunking | Integration

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Rapid low costs rollout for home workers Location independent dial plans Ease of office expansion Security and resilience of IP Centrex Reduced costs of inter site traffic

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<ul><li>What? </li></ul><ul><ul><li>A single centralised unified communications and voice switching platform for voice services delivered as a suite of software applications. </li></ul></ul><ul><ul><li>IP Telephony | IP Centrex | SIP Trunking | Integration </li></ul></ul>Why? To enable cost effective deployment and expansion of users and to deliver professional call handling into a single virtual organisation . Our Key Differentiator Multi tenanted and scalable platform adding value to existing telephony infrastructure and facilities through the deployment of centralised switching and feature sets. Services that grow with your requirements

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World of Sofas <ul><li>World of Sofas aim to provide Best Value for their customers at prices everyone can afford while being easily accessible and providing a professional and comprehensive service second to none. </li></ul><ul><li>Greenfield voice/data solution covering its HQ and 10 stores </li></ul><ul><li>Single inbound number per store </li></ul><ul><li>A low cost but highly scalable solution was required with the ability to support additional sites, applications and services as the company grows </li></ul><ul><li>Hosted Communications voice solution delivered over a multi-site networking infrastructure with analogue fax support </li></ul><ul><li>IP-based extensions operating over broadband using self-certified routers </li></ul><ul><li>Telephone number per store for inbound calls using location’s geographic area code </li></ul><ul><li>Low cost, highly scalable delivering feature-rich hosted telephony </li></ul><ul><li>Communications as a Service (CaaS) model with no capital expense for PBX features at each site and management reports provided </li></ul><ul><li>Cost efficient solution with no monthly rental for lines, highly competitive call charges and free inter-site calls. </li></ul>

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Teleworking, Hotdesking and Contact Management Log on anywhere Activate alternatives PBX functionality anywhere Hot Desking at any office Conferencing and Call Recording on the move Web Access from any browser Access messages anywhere Passwords stop others answering business calls

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Giving control to the individual <ul><li>What? </li></ul><ul><ul><li>Telephony software to enhance communications by providing advanced features irrespective of location, device or network </li></ul></ul><ul><ul><li>One Number | Unified Messaging | Mobile Office | Conferencing | Call Recording </li></ul></ul>Why? Support mobility and flexible working practices to increase productivity, enhance customer service and manage costs. Our Key Differentiator Simple deployment of software applications to enhance productivity and reduce costs without the need for additional infrastructure and providing a smooth transition to new technologies. 300% improvement in call management.

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Lloyds TSB <ul><li>The Financial Services Authority (FSA) legislation introduced in March 2009 requires that some UK financial institutions record and store telephone conversations and electronic communications relating to client orders. </li></ul><ul><li>Needed to record telephone calls from any handset </li></ul><ul><li>All recordings had to be encrypted securely to Lloyds TSB and FSA standards </li></ul><ul><li>An inbound and outbound call recording service </li></ul><ul><li>Supports 230 teams of staff working across 40 sites </li></ul><ul><li>Enables staff to record incoming and outgoing calls </li></ul><ul><li>Recording are stored on a hosted solution and which meets the FSA regulations </li></ul><ul><li>All recordings encrypted securely on the platform </li></ul><ul><li>Two factor authentication to obtain access to the intelligent Call Recording Web Archive via tokens </li></ul><ul><li>Recording archive is accessed through secure HTTPS sessions </li></ul>

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Handle exceptional peaks in call traffic by rerouting to 3rd party resource Use CLI (Calling Line Identity) to route calls to a caller’s local branch / appropriate department or team Improve response times and optimise resource with appropriate use of automated announcements and voice forms where appropriate Take control with a flexible, responsive IVR solution, readily updated in-house to meet changing business needs Queue calls ‘in the cloud’ to reduce line costs Provide effective out-of-hours services and business continuity solutions Route calls to where they are needed for the business

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What? Interactive call distribution software Call Routing | Auto Attendant | IVR | Virtual Contact Centre Why? To ensure incoming calls into the business are dealt promptly and professionally, taking account for dispersed organisational structures and fluctuating call volumes by putting control into the hands of those most able to react. Our Key Differentiator Quick and easy to change without specialist skills and with flexible capacity to best handle unpredictable call volumes and events Agile solutions to meet your needs

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Europcar <ul><li>“ Having considered a number of competitive products, we opted for the TeleWare Auto Attendant solution as this not only met our functional requirements, it has been taken onboard by BT as a part of its Hosted Voice portfolio We’re very impressed with the support we’ve had from TeleWare during the project roll out.” </li></ul><ul><li>Increasingly competitive market </li></ul><ul><li>Looking to make changes to the way in which telephone calls are handled in order to enhance customer service and increase revenues </li></ul><ul><li>Migration to a BT Hosted Voice infrastructure serving the entire estate of 225 rental locations </li></ul><ul><li>Introduction of a centralised vehicle reservations unit and the deployment of a TeleWare Auto Attendant solution handling all inbound customer calls </li></ul><ul><li>The new service provides inclusive call charges and has been estimated to save the company around £250,000 per annum </li></ul>

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Campus Nomadic Communications www.teleware.com Integration with existing telephony protects investment Single Network improves Cost Control Transitioning between site networks enables single handset No cabling costs for GSM desk phone Multi Site Network reduces costs GSM reduces handset costs and increases choice 100% Wireless Coverage removes Health and Safety issues PTT removes the need for PMR Private SIM ensures no off site use

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What? A private mobile office solution using standard GSM mobile phones and wireless desktop handsets to provide a business phone system without cabling Private Mobile Office | Mobile Extensions | Fixed Mobile Integration Why? To minimise the cost of deploying business communications and maximise productivity, flexibility and coverage Our Key Differentiator Utilising a private GSM network combines all features of a fixed phone system with the convenience of a mobile phone without the cost and coverage issues associated with alternative solutions Empowering the mobile workforce

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Saint-Gobain Glass <ul><li>“ The deployment of a Private Mobile Network as a DECT replacement solution has been highly successful, removing the major issues we had previously with patchy coverage around the site.” </li></ul><ul><li>Steve Laithwaite IT Support Manager </li></ul><ul><li>Needed to improve communications for 'nomadic' staff around large site </li></ul><ul><li>Issues with DECT solutions around coverage, signal interference due to machinery, building infrastructure, glass stocks, etc. (typically, only 50-60% coverage of site) </li></ul><ul><li>Private Mobile Network solution deployed </li></ul><ul><li>Integration with existing on-site PBX for external calls from mobiles at normal corporate tariff while on-site </li></ul><ul><li>Free internal calls from mobiles while on-site </li></ul><ul><li>Virtually 100% signal coverage with no black spots </li></ul><ul><li>Reliable communications facility for ‘nomadic’ staff, fully meeting operational and Health & Safety requirements </li></ul><ul><li>Uses standard mobile phones so no user training required </li></ul><ul><li>Fewer base stations required for network </li></ul>

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Excelerate <ul><li>New fleet of vehicles for UK's NHS HART project (Hazardous Area Response Teams) being introduced </li></ul><ul><li>Exceptional communications facilities required on-board to meet demanding operational environments </li></ul><ul><li>Private Mobile Network installed in each command vehicle </li></ul><ul><li>Creates GSM compatible private mobile network, totally independent of UK's existing mobile networks </li></ul><ul><li>Operates with standard mobile handsets, option for encrypted handsets for additional security </li></ul><ul><li>Full private and secure mobile capabilities are assured in situations where no carrier mobile networks exist </li></ul><ul><li>Fully preconfigured private mobile network solution, can be up and running within minutes to ensure business-critical communications continuity is maintained </li></ul>“ This new generation of HART vehicles provides high levels of real-time information to enable ambulance service personnel on the ground to make more effective decisions and enhance patient care at major incidents.” CBRN HART Co-ordinator, London Ambulance

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