1. SmartRecord Product Overview
Enghouse Networks
SmartRecord Product Overview

2. 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”

3. Market Leading Solution
A market leader since 2006
1st carrier grade, geo-redundant recording service with % 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.

4. 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
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

5. Tailoring to Customer Size
Ent
(1000+)
Mid-Market ( )
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

6. 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

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

8. 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

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

10. 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

11. 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.

12. 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

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

14. Thank You