Enghouse Networks Smart Record Product Overview www enghousenetworks

Enghouse Networks Smart. Record Product Overview www. enghousenetworks. com

2 Why Call Recording? “Your calls may be recorded for training and monitoring purposes” “Insurance companies are required to keep a copy of all customer communication for a minimum of seven years” “For financial firms helps ensure bank transactions are compliant” “Concrete company win $20, 000 lawsuit after using call recording to disprove liability” “Memory aid for conflict resolution or to prepare for large client meetings” Powering Network Evolution

Market Leading Solution • A market leader since 2006 • 1 st carrier grade, geo-redundant recording service with 99. 999% availability • 1 st solution to be successfully implemented by a multi-tenant carrier o Healthcare o Financial o Retail • With Momentum trunking, call recording can be deployed with a premise based systems in addition to being available within the Roadworks solution. Powering Network Evolution

Typical Service Provider Markets Market % of Subs Requirements 1 -20 Employees (SMB) 50% Smart. Record Some Smart. Record Advanced 20% Smart. Record Advanced Entry-Level Speech Analytics Smart. Capture (Regulatory) 15% Smart. Record Advanced with full Speech Analytics Smart. Capture Smart. Evaluate • • On-Demand recording, all devices Find-me/Follow-me (One-Number) 20 -250 Employees (SME) • • • Mix of fixed and mobile Some UC Informal contact centers 250 -10, 000+ Employees (Enterprise) • • Mix of fixed and mobile Fully integrated UC Informal contact centers Full contact center Government, Education, and Health 15% • • • On-demand for low-use phones Mix of fixed, mobile Fully integrated UC Informal Contact centers Full Contact Centre Smart. Record Advanced Full Speech Analytics Smart. Capture Smart. Evaluate Powering Network Evolution

Tailoring to Customer Size • Smart. Record enables Service Providers/Resellers to design solutions for all market segments • Same platform, multiple product offers • Customize solution to meet vertical needs Ent (1000+) Mid-Market (1001000+) Small Business (< 100 Seats) Micro Business (< 10 Seats) Powering Network Evolution

The Problem Smart. Record Solves Smart. Record is designed to provide recording-as-a-service for Service Providers and Telecoms Resellers • Credibility: o Deployed at service provider (> 80% of installations) • Allows the Telecom Reseller to do the following: o o o Monetise recording Create different product bundles Support multiple indirect and direct customers on one platform Ease of provisioning Extract data Local deployment of a media file server • Benefit Healthcare or banking customers where they customer wants the data on their cloud Powering Network Evolution

Benefits for Momentum’s business • Increase ARPU and decrease churn • Creates stickiness • Differentiator against the competition • Increase service functionality • Secure Powering Network Evolution

Benefits for Customer’s business • Meets numerous compliance standards. o o PCI compliant HIPAA compliant MIPAA compliant FSC compliant • Momentum administered o Includes value added features for up-sell / cross-sell presales support • Specification • Demonstrations • Bid support • RFI & tender response assistance o Technical Support • Product specialized teams o Sales support • Knowledge transfer • Pricing and collateral • Field accompaniment Powering Network Evolution

Voice Recording Verticals • • Contact Centers Government Healthcare Collection Agencies Education Legal Finance Sales Management Powering Network Evolution

Who we are Targeting: • SME Liability & Training Recording • Why: • Offers short to medium term sales cycle, compelling event, low usage and maintenance. • Fits Smart. Record product (blanket logging, non-agent software) • Examples: • Mortgage Brokers – FSA recommendation to record transaction and may not typically require advanced VR functionalities • Sales and Telemarketing Organizations – “Buddying” and “Mentoring” • Insurance Companies – Dispute Resolution Powering Network Evolution

Main End-user Features The product consists of a suite of integrated solutions allowing the software to be tailored to individual organisation or user needs. • Smart. Record® – Multi-tenant recording platform supporting audio recording. • Smart. Listen – Audio mining allows organizations to analyse the voice of the • • customer in real-time. Smart. Evaluate – A call handler quality evaluation solution that combines standard recording evaluation with optional audio mining integration for easy staff appraisals. Smart. Capture – Screen recording extends the picture of the call handler’s interaction with the customer by linking the voice recording with the corresponding visual recording of their desktop activity. Messaging – Allows for the capture, storage and playback of text-based communications including SMS, chat, and social media. Video – record video calls from H. 264 compliant handsets. Powering Network Evolution

Other Features • • • • Filter – use filters to search for recordings Comment – add a searchable comment to a recorded call Annotate – useful in contact centres for marking points in the call CRM – Salesforce and Sugar integration Categories – user defined categories are useful for sorting calls External ID – add an external reference to a recording, e. g. customer number Classification – used for restricting access to recordings Archive Utility – manage offline backups Alerting – create alerts for specific events Desktop Notifier – get alerts to your desktop Calls in Progress – monitor calls in progress Activity reports – several standard reports showing call detail statistics Organisation management – create user accounts, manage recording and access policy, manage company structure Powering Network Evolution

User Interface • Self help guides and intuitive features for end users. • All features are integrated into a single UI. Powering Network Evolution

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