PowerPoint Presentation

BT Cloud Voice

Pay-as-you-go cloud unified communications Work anywhere productivity Optional call recording Optional contact centre

In association withIn association with1Agenda2In association with23Achieving your goalsIn association with3Working with BT4

High availability platforms you can rely on

Success Management - with you today, tomorrow and for ever

BT integrated billing that is clear and easy to understand

Single point of contact for support and service 24 x 7 here in the UK

Continuous platform evolution ahead of your business needs

In association with4

Our platforms5Hosted Cloud PBX- Unified communications- For all business needsMaximise Cloud Contact Centre- Blended inbound/outbound- 100% web-based- Advanced email/SMS features- Unique Mobile ScreeningOptimise Cloud Contact Recording- 100% web-based- Integrated quality monitoring- PCI compliance option

In association with5Avoid the legacy on-premise iceberg...6

Initial capital investmentAdministrationAdd/move/change costsExpensive support feesExpensive upgradesDowntime & resilience End-of-life replacement

Visible CostsHiddenCostsIn association withLets take a closer look at the old, legacy CPE model to put things in perspective:

The visible costs are those of the initial capital investment and associated project costs

But like an ice-berg, only the top 30% is visible, the hidden 70% (and the danger!) comes from:

Administration costs, expensive staff and slow turnaround for changes Add/Move/Change costs handsets, admin time, proprietary features that dont work as expected Expensive support fees Expensive upgrades Downtime costs, or huge invesment to improve resilience Going through all of the above again when the product reaches end-of-life....

EXAMPLE Total Cost of Ownership over 5 years for CPE PBX Initial Price 70,000 5 Years Support @ 32% = 112,000 2 Software Upgrades @ 50% = 70,000 5 YEAR TCO = 182,000

6The advantages of Cloud Voice7Hosted servers and applicationsDeliveredvia IPDirect to customer premisesHigh cost / low profitLow cost / high profitIn association withHere we are trying to explain in simple terms exactly why Cloud-based services such as Ondemand have clear business benefits compared to legacy CPE (customer premises equipment) solutions.

A Cloud-based solution consists of a suite of hosted Servers and Applications in our datacentres which deliver advanced Services directly to the customer over the internet.

Lets take a look at traditional CPE solutions:A traditional legacy system requires considerable Capital Investment (Capex) which shows on the companys balance sheet and must be depreciated over time. In tough economic times it can be difficult to justify and raise funds for capex which will not show a profit for potentially many years.After huge commitment and investment has been made, solutions are often found to be under-provisioned (no capacity for growth without further investment) or over-provisioned (too much money spent and capacity is under-utilised)There is usually a heavy support burden for IT staff especially as many legacy solutions use proprietary technologies and require expensive, specialist knowledge.And finally, many companies over-estimate the life-time of their implementations and have to face additional upgrade and replacement costs sooner than planned.

Compare this to a Cloud-based solution which takes all of these headaches and financial penalties away:No capital investment is required to obtain a solution which will scale (and be priced) automatically in-line with demand.The monthly costs of the solution can be taken from the Operational Expenditure (Opex) budget without a huge impact on the company balance sheet.New features and functions are made available automatically without the need for expensive upgrades and downtime.

So on balance would you choose a high cost, low profit, forklift solution? Or a low cost, small footprint, transactional solution with higher potential profits?

7Cloud confidence8

SecurityReliability

In association withSecurity and reliability are the cornerstones of the services we provide to you. We fully understand that having the most flexible contact centre platform in the world is meaningless if it is not available when you need it!

We also place security at the forefront of everything we do to make sure that your data (or your customers data) is never compromised and is only ever available to those with the specific permissions to access it. Not only have we achieved full ISO27001 certfication (through the famous Lloyds Register) and operate PCI-DSS compliant data centres, we are also active members of the PCI Security Standards Council. This means we can directly influence the evolution of the standards and requirements on behalf of our customers and keep our place at the leading edge of security standards in the fast-developing world of cloud solutions.

ISO27001 Security CertifiedPCI-DSS Certified DatacentresHigh-availabilityMultiple Active-Active Geo-independent Data CentresMultiple Data and Voice ConnectionsInstant inter-site data replication and off-site secured data backup silo

8Magnetic North Cloud Voice9

Customer

Call centre

MaximiseBlended Contact Centre option Optimise Call Recording option

PBX

Auto attendant

Conference rooms

Voicemail to email delivery

Twin GSM / IP ringing

Salesforce integrationCloud PBX

Office softphone

Office deskphoneIn association withIn addition to Maximise and Optimise serving the needs of your contact centre, Magnetic North can also provide a SIP-based hosted PBX service [CLICK] to all other users within your business.

We support SIP deskphones and SIP softphone clients, and provide all the features you would expect from a PBX including: [CLICK]

IVR, Auto Attendant, Music On Hold, Voice Mails, Conference Calls

We can even integrate your recorded calls to customers within Salesforce with direct link to the call within the customer or lead record.

9Feature-rich PBX capabilities10

In association withTag Cloud:transfer transfer transfer conference conference conference call-waiting call-forwarding call-forwarding call-parking music-options music-options paging call-pickup voicemail voicemail voicemail voicemail-to-email fax-to-email conference-call-rooms user-roaming voice-menus call-monitoring call-monitoring barge-in dual-ringing home-working remote-working remote-working

10Included features (all users)11G.711 / G.729Hold / RetrieveClass of ServiceTransferDual Ring / MobileConferenceMeet Me ConferenceVoice Mail + Email DeliveryHunt GroupsPickup GroupsAuto AttendantMusic on HoldAnnouncementsInternal / External RingtoneManager / Assistant WorkingMADNs with Busy LampShared Call AppearanceClick to Dial APICaller IDCall Forward (Busy / No Answer / All)Do Not DisturbCall Park / RetrieveCall WaitingCLID / Calling Name DisplayGlobal Directory (supported phones)Extension MobilityObserve / Barge-inAuthorisation / Account CodesDiverts / Routing Rules

In association with11Easy browser-based administration12

In association with12Standard features (on top of core telephony)13

Conference- Ad Hoc Conference- Meet Me Conference

Messaging- Voicemail- Email Delivery

Audio Services- Music on Hold- Announcements

In association withMeet Me Conferencing notes :

On Demand / Reservation-less ConferencingScheduled & Recurring ConferencingBreakout RoomsPerformed via telephone, desktop, mobile Supports HD VoiceCall Recording of Conf calls via OptimiseConfigurable maximum participants (up to 1,200 before cascading)

13Hot-desking support14

Users can login to any PBX phone using a simple code

Calls automatically follow the user to the hot-desk phone

Voicemails are delivered automatically to the users email addressIn association with14Dual-ringing15

Caller

Hosted PBXIncoming call

Office Phone

Mobile PhoneRing ring!Ring ring!AnswerIn association with15Corporate directory with click-to-call16

16Just click to call!LDAP directory integration

Business directory integration for Cisco and other phonesIn association withAvailable to all users

We support LDAP integration and or direct to a corporate CRM to allow local data lookup (CISCO or Phone specific feature)

16Fax-to-email17

Hosted PBXIncoming fax to DDI number0116 229 2727*

Fax to 0116 229 2727 delivered to individual users email

Incoming fax to DDI number0116 229 2828*

Fax to 0116 229 2828 delivered to group email* Fax-to-email priced as per DDI numberIn association with* Fax-to-email priced as per DDI number

17Cloud Voice comes with... 18

Integrated Optimise Call RecordingIn association with18Wide choice of devices19

In association withIP PhonesSoftphones, IPHONE Client (Wifi and 3G)Android Phones (Wifi and 3G) Conference Phones Huge array of compliant SIP devices

19SIP-phone feature comparison20ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 3011No10/100 BASE-T RJ-451NoNo

ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 3033Monochrome10/100 BASE-T RJ-452No2.5mm JackModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 502G1BacklitMonochrome10/100 BASE-T RJ-452Yes2.5mm Jack

In association withPower over Ethernet (PoE) switches are required for phones which support PoE, otherwise power supplies must be ordered separately (Cisco PA100)

Alternatively switches such as the Netgear GS110TP 8 port 10/100/1000 can provide PoE in branch network for example.

20SIP-phone feature comparison21ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 512G1BacklitMonochrome1000 BASE-T RJ-452Yes2.5mm JackModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 504G4BacklitMonochrome10/100 BASE-T RJ-452Yes2.5mm JackModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 508G8BacklitMonochrome10/100 BASE-T RJ-452Yes2.5mm Jack

In association withPower over Ethernet (PoE) switches are required for phones which support PoE, otherwise power supplies must be ordered separately (Cisco PA100)

Alternatively switches such as the Netgear GS110TP 8 port 10/100/1000 can provide PoE in branch network for example.

21SIP-phone feature comparison22ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 509G12BacklitMonochrome10/100 BASE-T RJ-452Yes2.5mm JackModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 514G4BacklitMonochrome1000 BASE-T RJ-452Yes2.5mm JackModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortCisco SPA 525G25BacklitColour10/100 BASE-T RJ-45802.11b/g WiFiBluetooth2Yes2.5mm Jack

In association withPower over Ethernet (PoE) switches are required for phones which support PoE, otherwise power supplies must be ordered separately (Cisco PA100)

Alternatively switches such as the Netgear GS110TP 8 port 10/100/1000 can provide PoE in branch network for example.

22

SIP-phone feature comparison23ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortPolycom Soundstation IP50001BacklitMonochrome10/100 BASE-T RJ-451No-ModelNumber of LinesScreenEthernet ConnectivityEthernet PortsPower over EthernetHeadset PortGigaset N300 IP Dect Base Station+ 5 Handsets1 landline + 3 SIPN/A1000 BASE-T RJ-451No-

In association with

Windows, Mac and Linux softphones + USB headset24

In association withReuse IP phones from your legacy PBX25

Any SIP endpoint (BYO endpoint)Some advanced features may not be available on all handsetsCustomers are responsible for provisioning and management of devices not supplied by Magnetic North or BTIn association withOffice BOffice A

Powerful APIs for integration with your data26

CallerRouting API

Lookup CLID in DATABASE

Route to Office A where CUST_REGION=SOUTHEAST

Route to Office BWhere CUST_REGION=MIDLANDSIncoming call

Screen-pop APIIn association withPowerful APIs allow you to automate call flows saving time and money with more efficient working.

The routing API allows you to send calls to the most appropriate destination based on database lookups.

The screen pop API allows customer CRM records to be automatically displayed based on CLID.26Enhanced feature options27Unified Messaging- Visual Voice Mail- SMS- Fax

Attendant Console- Drag and drop connections- Rapid Park/Pickup/Xfer/Conf

Presence- Microsoft Lync / OCS- Magnetic North IM

In association withAttendant console OPTION - PC-based Desktop ApplicationFront Desk, Executive Assistants / Department Answering PositionsIntelligently Answer and Route Multiple Incoming Calls Use as Primary Phone or Paired With IP PhoneMonitor PresenceMobile, IP Phone & IM

Configurable Speed Dials

Park / Pickup

Drag & Drop Transfer

Conference

Email, IM & SMS

27Option - powerful operator consoles28

In association withBT or 3rd-Party InternetAccess points and methods29

Home worker Remote OfficeNomadic Users

Head Office / Call CentreHosted PBX

Branch office (up to 40 calls)

Office (from 40 1000s of calls)MPLS

MPLSHigh Availability & converged WANMagnetic NorthNetworkPrivate DSLLow Latency EBSA Annex M50ms Latency Delivered over BT PSTN LineIncluding routerBT Point to Point Leased Line

Mobile SIP Client (over WiFi)

In association withIn addition to Maximise and Optimise serving the needs of your contact centre, Magnetic North can also provide a SIP-based hosted PBX service [CLICK] to all other users within your business.

We support SIP deskphones and SIP softphone clients, and provide all the features you would expect from a PBX including: [CLICK]

IVR, Auto Attendant, Music On Hold, Voice Mails, Conference Calls

We can even integrate your recorded calls to customers within Salesforce with direct link to the call within the customer or lead record.

29Connect your IP-PBX & legacy PBX sites30

SIP TRUNK TO IP-PBX- leverage existing estate- reduce line rentals- unify call charges and billing- internal dial plan

SIP TRUNK TO LEGACY PBX- MN provided SIP-E1 gateway- Each gateway supports 4 x E1

In association withVirtualised PBX - connecting all of your sites31

FreeIntersite Calls In association withMaximise Multimedia Contact Centre32

Maximise Multimedia Contact CentreInboundSkillsetsOutboundEmailSMSIVRChatMobile ScreeningIn association with32Optional PCI compliance in the cloud 33

PCI-DSS Compliant Cloud Credit Card Payment CollectionSeamlessAgent always presentSimple XML APIKeeps card detailsout-of-scopeIn association withOptimise OnDemand can be linked to our optional in-call Advanced PCI Compliance module which removes the need to be PCI accredited on site by moving the credit card management to the cloud and removing the agents from the credit card process altogether.

Agents now prompt customers to enter DTMF their credit card and expiry and CVC Digits and this audio is blocked from the agent who hears flat confirmation tones. The CC # is validated and sent as encrypted XML data to the customers back end systems for processing or can be joined with data sent by the customer to the platform about order number and value and MN can sent it straight to the card acquirer, meaning that the customer need only store the transaction ID and the outcome so never even store the customers CC number.

33

Success Management Program34In association withWe recognise that from the second you place your order with us, that we are in it together: our success wedded to yours.

The program is comprised of 4 phases to ensure your success (Acquisition, Activation, Intensive Care and Business as Usual).

1. Acquisition - From the point of sale to being ready for service 2. Activation - Onsite or Remote activation by your dedicated success manager, including configuration and training and go live handholding and floor walking and staying on site to optimise campaign efficiency for a period after go live3. Intensive Care - We have daily conferences to review progress after go live, leading to weekly calls and then fortnightly calls that give way to 4. Business As Usual - Moving to a monthly conf call or site meeting (site size dependant) where we review performance and provide suggestions and advice . Where appropriate a support service manager may also join the success calls to provide input to support service provision, as this is not the Success managers role.

Your dedicated Success Manager will be there from the very start, and throughout the lifetime of your implementation.

34Rapid deployment35* Any number provided by an operator with a porting agreement with BTBRING YOUR EXISTINGGEO AND 08 NUMBERS WITH YOU*In association withHow long does it take to activate?

The biggest delay for most clients is the time to setup a direct debit agreement (UK)

We remotely verify your connection to our datacentre before we come on site.

Just 7 days from Order to Go Live!Magnetic Norths Right First Time Delivery Methodology will take you right through the process including:Pre-Installation Planning and SurveysConfiguration of hosted servicesTraining of agents / supervisors / managersOn-site support during go-livePost go-live review and sign-off

35Assistance when you need it36

24x7UK-basedSupportEasy-accessWeb PortalIn association withSimplified billing37Detail & summarybilling

- Exceptions- Graphical breakdowns- Cost centres- CDR-level detail- CDR searches

In association withWhat does it cost?38In association withContract options39* Quarterly payment option available at higher tariffIn association with39Open forum40In association with41In association withIn association with42Backup Slides

HPBX Architecture, Resilience, Security

In association withIn association withWe give you...

Secure solution ready for businessPCI-DSScertified datacentres

ISO27001 security certified

43In association withWe give you...

High-availabilityMultiple active-activegeo-independent data centresMultiple data and voiceconnections44In association withMulti-tenant solution45

In association withArchitecture overview46BT IP Exchange

AlternatesResilient Routing

CustomerConnections

FirewallPairs in HACarrierSwitch Pairs in HAPBXCluster(HA- UNIX)PBX Cluster(HA-Unix)

HeartbeatfailoverCustomer ACustomer BCustomer AregistrationsCustomer BregistrationsIn association withIP connectivity & resilience47

Magnetic North has its own ASN(Autonomous System Number)We are an ISP in our own rightMagnetic North peers with 5Tier-1 ISPs concurrentlyBGP + HSRP equippedhot-failover routersDual FirewallsDual SwitchesIn association withPlatform connectivity and resilience48

All servers are clustered for resilienceDual CPUDual PSURAID-5Carrier Switches are GARP enabledMaximum impact of failure= 0.5 sec silenceIn association withHow does it work?49

Note: Customer firewall must be configured to prioritise VoIP and reserve sufficient bandwidth for voice calls.

In association withHow does it work? (Complex)

This Diagram ilustrates the architecture of the OnDemand Dialler service.

The Key components are the Dialler Servers, Optional Recording Servers, a PSTN Media Gateway and a secure, firewalled Internet Connection hosted in the Magnetic North London data centre.

Agents log into the OnDemand Dialler Service using a secure connection via the Internet, at which point the Dialler calls the agents telephone set (typically an extension off a PBX with a DDI number). This is a nailed-up call and remains active for the duration of the login session.

Once logged in and ready, the Dialler initiates multiple about calls to customers across the PSTN. Once a call is answered and identified as a live answer- the customer is conferenced into the agents nailed-up call, preceded by a warning tone. Once the agent completes the call, the customer leg of the call is dropped but the agents line remains nailed-up ready for the next call.

If call recording is enabled, all agent calls are recorded in the Magnetic North data centre, and stored for easy playback over the web using the Magnetic North OnDemand Recorder.

49Scalable SIP recording platform in depth50

Voice NetworkVoice dataIntelligentTap UnitsSIP + RTP

RecordingServer

IndexingServer

ConsolidationServerSIPRaw RTPCallDetails

CompressionServerWAV Audio

CompressedAudioSAN

DatabaseCall Details

AlternateDatacentreReplicationReplicationIn association withIntelligent Tap Units acquire raw SIP + RTP data from loopbackRecording Server acts as VoIP Interface to Optimise and breaks calls into Raw RTP voice and SIP Call detailsSIP is passed to Indexing Server which updates the Optimise database with call details for subsequent searching.Indexing Server also passes call details to Consolidation Server which matches call details to the actual voice call dataConsolidated Audio is passed to the Compression Server which creates compressed audio filesAudio files are passed to online storage for subsequent streaming playback.All voice and call data is automatically replicated to an alternate datacentre for backup purposes.

** ALL ABOVE SERVER COMPONENTS ARE DISTRIBUTABLE AND REPLICATED FOR RESILIENCE **

50Application services51https://recording.bt.com

Web Farm

SAN

DatabaseCall Details

Call Audio

Serving Web PagesStreaming AudioIn association with

IP peering UK POPs52In association withExpress peers53

Connected to all major content providersNo more thana single hopwithout traversingpublic internet

In association withGlobal IP reach with QoS54

In association withCustomer connectivity options55

EBSALeased LinesMPLSPublic Internet* EFM* Customer firewall must be configured to prioritise VoIP, QoS cannot be guaranteed by MNIn association withEBSA is 7-10 working days from order placement.55Integration with customer systems56Magnetic North Datacentre

SIP Trunks

SIP Trunks to existing IP PBXfor VoIP calls or Quad E1 Gateways for Euro ISDN Presentation Existing IP PBX

In association withAutomatic provisioning57

SpreadsheetImportXML-basedProvisioning APICloudDatabaseIn association with57

Provisioning worksheets and API58

In association with58Operational analysis and guidance59

In association with59Developing with the business60

In association with60TenantAdministrator

Global Administrator

Agents, Supervisors, Managers

Tenant Data

Agents, Supervisors, Managers

Tenant Data

TenantAdministrator

Paper based

Full CRM system e.g. Siebel

Maximise Toolbar

Toolbar + Keystroke Macro

Toolbar + API Screen Pop

100% Integrated

Level of Maximise Integration

Growth of Business

Developing Business

Start-up

Mature Business