SmartRecord Product Overview Enghouse Networks SmartRecord Product Overview

Why Call Recording? “Concrete company win $20,000 lawsuit after using call recording to disprove liability” “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” “Memory aid for conflict resolution or to prepare for large client meetings”

Market Leading Solution A market leader since 2006 1st carrier grade, geo-redundant recording service with 99.999% availability 1st solution to be successfully implemented by a multi-tenant carrier Healthcare Financial Retail With Momentum trunking, call recording can be deployed with a premise based systems in addition to being available within the Roadworks solution.

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

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

The Problem SmartRecord Solves SmartRecord is designed to provide recording-as-a-service for Service Providers and Telecoms Resellers Credibility: Deployed at service provider (> 80% of installations) Allows the Telecom Reseller to do the following: 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

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

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

Voice Recording Verticals Contact Centers Government Healthcare Collection Agencies Education Legal Finance Sales Management

Who we are Targeting: SME Liability & Training Recording Why: Offers short to medium term sales cycle, compelling event, low usage and maintenance. Fits SmartRecord 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

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. SmartRecord® – Multi-tenant recording platform supporting audio recording. SmartListen – Audio mining allows organizations to analyse the voice of the customer in real-time. SmartEvaluate – A call handler quality evaluation solution that combines standard recording evaluation with optional audio mining integration for easy staff appraisals. SmartCapture – 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.

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

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

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