AGC Networks Limited Cloud /Hosted Solutions

AGC Cloud Services

Cloud Offering from AGC’s Data Centers

End to End Cloud based solution on Avaya Platform Hosted Contact Center

Hosted IVR /Cloud IVR on Avaya Platform

SIP Trunks

Oracle SBC

NICE (previously VPI) Recording and QM

VM Environment

Cloud based & Hybrid offers available

DC – DR Architecture

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AGC Enterprise Class Data Centers

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AGC Network

AGC Networks, Inc.Data Centers and Response Centers

Data CenterDallas, Texas

Wayne, PennsylvaniaAGC Response Center

Data CenterReading, Pennsylvania

Irving, TexasAGC Response Center

AGC Enterprise Class Data Centers

Secure and Reliable

• SAS 70 Type II, SSAE-16, SOC 2 certified operations, HIPAA compliancy • Annual SSAE-16, SOC 2 audits • Redundant and highly available MPLS with Multiple carriers and

multiple internet connections. • HA network configuration • Clustered VMWare hosts • Enterprise SAN storage arrays • Data replication and De-Duplication • Disaster Recovery • Data replications between data centers • Enterprise Proactive Monitoring and Alerting • N+1 redundancy of uninterruptible power • Voice and Data hosting

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Network Operations Center (NOC)

24/7 AGC US “front-door”

Active-active NOCs in PA and TX, fully secured with SOC 2 compliancy

Customer help-desk extension and integration into a business’ internal SLA commitment to their employees or customers

Level 1/2 triage with warm handoff if Tier 3+ is required

Remote monitoring with automated signaling

Manufacturer and 3rd party OEM integration for “ownership” of an issue/ticket/problem

Carrier Management Services – AGC acts on your behalf and owns all carrier issues giving customers

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High Level Architecture

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Cloud Benefits

AGC Hosted Service Customer On Prem. Solution

Ownership AGC Customer

CAPEX AGC Customer

Technology Risk & Mitigation AGC Customer

Scalability AGC Customer buys growth capacity in advance

Support AGC Customer’s Vendor

Pricing Pay per use model Customer invests in infrastructure

Reliability Carrier Grade Enterprise Grade (Customer/Customer’s Vendor Managed)

Cloud Based Benefits

Modular Design

Provides new features and capabilities through system enhancements vs. system replacement.

Provides for technological evolution and progression at varying paces

Product Obsolescence Avoidance

Lowest Lifecycle Cost

Investment Protection

Continual Growth In System Features & Technology

Support for multiple applications & services

Maximizes your investment in a single system

Ease of adding new users /expansion

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Service Delivery Competencies

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Avaya Implementation and Support Competencies

Core UC Avaya Aura CM, CM Messaging ( ACSS-7) Avaya Aura Session/System Manager(ACSS -11) Communication Server 1000 for Avaya Aura(ACSS-5,ACIS-5) Avaya UC Soft Clients( ACSS-2 ASPS-1) SME Communications ( IPO) ( ACSS-1, AIPS-5) Avaya Aura Messaging (ACSS-5) CallPilot( ACSS-5, ACIS-7) Avaya Modular Messaging with Avaya Message Store ( ACSS-3)

Contact Center Avaya Aura Contact Center (ACSS-2) Avaya Call Center Elite ( ACSS-2) Avaya Call Management System ( ASPS -2 , ACIS-1 ) Avaya IP Office Contact Center ( ASPS-1 ) Avaya Aura Contact Center CCT and Multimedia(ACSS-2, ACIS-2)

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Contact Center - Domain Expertise

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• Planning, Design & Integration for IVR

• Speech apps development

• Integration/Development with middleware/backend apps

• PCI- DSS Certified Payment Solutions

• Screen Pop solutions design and development

• CRM Connectors for Siebel, SAP, Sales Force, MS CRM

• UC-LDAP Applications for IP Phones

Self Service Productivity

Tools

• Reporting for Avaya/Aspect/Cisco/Genesys, Data sources , CRM, IVR DB, or any ODBC complaint DB, Flat files, Excel sheets etc.

• Sql Server Reporting (SSRS)

• AGC BI

• Crystal Reports

• Business Process Consulting for Proactive Contact

• Technical Design for Proactive Contact Apps

• Integration with CRM

Reporting / Analytics

Proactive Contact

• ISO -8583 messaging Middleware for Banks

• Payment Gateway

• Encryption

• Diameter Protocol

• TCP/IP socket apps

Middleware

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• AGC Response Center - ARC

• Unified Communications

• Data Infrastructure, Data Center & Hosting

• Contact Center, Application Development & Innovation

AGC Services Portfolio

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AGC Services

AGC Response Center • 24x7x365 Redundant NOC’s PA/TX • Contact Center/Helpdesk • Proactive Monitoring Center • Carrier Management

• Monitoring and ownership of customer carrier issues • Desktop Helpdesk

• Administration/Maintenance PC’s & Servers

Unified Communications • AVAYA, ShoreTel, I3 • AVAYA Certified Engineers

• Supporting UC, CC, Mobility & Advanced Applications

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AGC Services

Data Infrastructure, Data Center & Hosting • Data & Wireless – Standalone or in support of ShoreTel

UC • Cisco (CCIE’s in Switching/Routing & DataCenter ),

Juniper, HP, AVAYA Data • Aruba & Aerohive Wireless • Data Center (PA/TX) & Hosting/Private Cloud

Contact Center, Application Development & Innovation • Contact Center Expertise

• Consult, Optimize & Design • Advanced Applications & Integrations

• Custom business accelerating engagements

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AGC Services – The Experience

AGC CX+ Program – Enhanced Experience • Assigned SPOC, Primary/Secondary Engineer • Custom/Dedicated Access & Routing • Enhanced Recognition

AGC SWAT • Emergency Collaboration Team & Incident

Management/Escalation Management • AVAYA UC, Data, Carrier Service, Other OEM

AGC Guardian Program • Additional services features to enhance and expand proactive

support model and customer partnership. • From basic support to fully managed multi-OEM services and

everything in between, allow customers to customize AGC Guardian to fit exact business need.

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AGC Services – Standard SLA’s

24x7 Service Desk • 15 Minute Response SLA (99% answered with 15 seconds)

Break/Fix T2+ Engineer Response SLA • P1/Red – 1 Hour • P2/Yellow – 8 Hours • P3/Green – 16 Hours

Move/Add/Change (MAC) Engineer Engage • Simple MAC (UC, affecting under 12 users) – 8 Hours • Complex MAC – Per SOW/Assigned PC • Project – Per SOW/Assigned PM

Customized SLA Options

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Incident Management Highlights

24x7x365 Geo Redundant NOC/Service Desk

24x7x365 Proactive System Monitoring

24x7x365 Monitoring of Ticket Queues

Management Oversight of Ticket Queues

Defined Ticket & Management Escalation Processes

Defined Ticket Ownership Through Incident

Follow Up Surveys/Action Items

Let’s Begin!