THE PERFECT CALLwww.ntw-software.com

› About NTW

NTW Software has been developing

ICT software solutions for over 10

years. Beside its main focus on 3rd

party applications for the Cisco en-

vironment, NTW regards itself as

a modern integrator of innovative

business solutions. Among them are

the multi-media bedside for eCare, a

modern video interpreting platform

and CTI integration for SAP, MS Dy-

namics CRM and Salesforce.

NTW is already the market leader in

its field in Austria and its solutions

are used by customers around the

world.

› Customer satisfaction

The owner-operated company se-

ated in Innsbruck, Munich and

Frankfurt makes a point of develo-

ping highly-performant IT systems

and providing reliable support.

Sale of the solutions is carried out

solely via a network of certified and

trained partners who value custo-

mer satisfaction as much as NTW

does.

Our solutions are implemented

in all lines of business and offer

maximum support for small compa-

nies through to international enter-

prises. Our success is the result of

long-time project experience with a

heavily customer-oriented direction,

combined with innovative solution

approaches.

› Partner system

NTW works exclusively with a net-

work of certified and well-trained

partners. The three-stage NTW part-

ner programme provides selected

partners with the possibility to of-

fer an extended portfolio of NTW

solutions.

Our product portfolio makes us the

only provider in this segment able

to cater for all requirements rela-

ting to modern communications

solutions for call handling as well

as for controlling and reporting. In

addition to the homogenous nature

of the solutions and the use of a

centralised database, our approach

allows you, as an NTW partner, to

have just ONE point of contact for

all issues and access to quick resolu-

tion of problems.

DatabaseProduct bundleService contact

› 2 | 3

› Technology partnerships

Alliances bring technolo-

gies and applications to-

gether in order to create

new solutions and syn-

ergies. This is one of the

reasons NTW strives for

long-time partnerships

with technology-leading

companies. NTW part-

ners and customers be-

nefit from this approach

and the sustainable solu-

tions it enables.

› Become a partner

We always aim for the very top. We

are therefore always looking for

partners that share our uncompro-

mising approach. Climb with us to

the highest levels of customer satis-

faction.

If you are a provider of unified com-

munications solutions in the Cisco

business segment and want your

customers to gain a decisive techno-

logical advantage, we would like to

welcome you as our partner.

› Certification

As an NTW partner you benefit from

a product portfolio which meets all

requirements regarding call opera-

ting as well as controlling and sta-

tistics. Our solutions are implemen-

ted in all lines of business and offer

maximum support for small compa-

nies up to international enterprises.

NTW Software is a long-time Cisco

partner and certified and listed as a

Cisco Preferred Solution partner. As

a Preferred Solution Developer, we

work closely with Cisco and ensure

that our solutions are seamlessly in-

tegrated into the Cisco infrastructure.

We constantly evolve our communi-

cation solutions. As a partner, you

will be informed regularly about ex-

tensions and new functionalities to

offer your customers state-of-the-

art solutions.

Additional advantages as

a certified partner:

› partner price list

› web access to software

and updates (24/7)

› personal contact partner

› forwarding of customer

enquiries

› free NTW demo software.

THE PERFECT CALL

› NTW & Plantronics

The cooperation with Plantronics

enables the complete integration

of its products in the call operating

software NTWcall.

› NTW & Cisco

A long-time, close cooperation

of NTW Software with Cisco,

as well as the resulting Prefer-

red Solution Partner status,

offer customers the security

that the solutions seamlessly

integrate into the Cisco en-

vironment.

› Multi-tenant capability› Call prioritisation› Multilingual capability› Voice recording› Presence / messaging / calendar› LiveMonitor / wallboard› Operator center for Cisco Finesse› Contact center for Cisco UCM› Interfaces to CRM and SAP solutions

› Attendant console up to contact center

NTWcall is the flexible and

reliable solution for call pro-

cessing and handling from

attendant console up to cont-

act center solutions. It is avai-

lable as a single user or mul-

ti-tenant system – scalable to

any size. It provides maximum

support and full control for

small enterprises as well as in-

ternational organisations.

ATTENDANT CONSOLE

› High performance› Multi-client / multi-site› Provider management› Flexible reporting› Data security› Interactive real-time reporting

› Controlling

NTWcount is the powerful

call accounting system with

time-oriented and cost-orien-

ted reporting. Call data from

up to 250,000 extensions are

reliably and quickly proces-

sed. Full control over multiple

clients and locations is provi-

ded.

CONTROLLING

CONFIGURATION› High availability› Rollout tool› Provisioning› Selfcare service

› 4 | 5

ALL SOLUTIONS ARE TESTED AND CERTIFIED.

› Directory / UDS› Group services / manager assistant› Hunt group› Call list› Callback service› Call lock / lockout› Blacklist / whitelist› Voice recording› Jabber integration

› Phone Services

NTWphone provides compa-

nies with flexible and easy-

to-use XML phone services for

Cisco phones. This improves

service and comfort on the

phone as well as in Jabber. All

phone services can be used in

a multi-client environment.

PHONE SERVICES

› Universal call statistics› Analysis of telephone usage› Contact center statistics› Individual reporting› Customer contact analysis› Data export

› Statistics and analysis

NTWstat is a comprehensive

analysis and statistics soft-

ware for PBX systems. Its

comprehensive analysis fun-

ctions provide high levels of

transparency. Analysis with

maximum convenience and

minimum cost – including au-

tomatable data export.

STATISTICS

› SAP› MS Dynamics CRM› SalesforceCRM CONNECTION

› Operate on success

NTWcall provides an attendant con-

sole for companies which flexibly

and reliably supports call operating,

be it as a single-user or multi-cli-

ent system. The solution has no

limit as to how many agents may

be logged on at the same time. The

additional, queue-independent ca-

lendar and holiday control allows

an optimal centralisation of call

operating tasks in the company –

even spanning multiple domestic

and international sites. The flexible

attendant console solution NTWcall

can be employed in the network, as

a hosting or cloud solution.

› Intelligent call prioritisation

Queued calls are ranked by an indi-

vidual scoring system. At the same

time, agent-skill assignments allow

each caller to be transferred to the

most suitable, free agent across all

queues. The integrated AbA func-

tionality allows easy uploading of

audio files and configuring them

for a selected queue. The recording

module Voice Recording supports

call recording for training sessions

and for threatening calls. The inter-

face can be individually customised

to match the operating tasks and

the agent’s preferences while al-

ways staying clear and easy-to-use.

The versatile-but-simple search fun-

ctionality allows fast transferring

to the correct contact. Integrated

presence statuses offer a maximum

overview of the phone status (Jabber,

Skype Pro, Spark, phone) and sup-

port organisation of appointments

via calender availability and preview

of upcoming appointments. Thanks

to modern message functionalities,

callback requests or calendar entries

can be easily transmitted via various

channels. Call notes, for instance, can

be transmitted via email using a tem-

plate which will be populated with

the caller information automatically.

HIGHLIGHTS

› Intelligent call prioritisation› Queue and agent overlapping load balancing › Automatic call routing based on call data and presence status› Clearly arranged LiveMonitor / Wallboard› Presence / messaging / calendar functions › Integrated AbA and voice recording › Operator solution for Contact Center Cisco Finesse› Integrated UDS meta directory › Optional interfaces to CRM and SAP solutions› Supervisor functionality › Keyboard shortcuts for call handling & transfers

› 6 | 7

› Start of a new generation

Full automation of attendant pro-

cesses with integration of Plantro-

nics headsets. Events on the headset

passend on to the NTWcall atten-

dant console – resulting an increa-

sed speed and comfort for all call

switching scenarios.

› Operator solution for the Cisco Finesse Contact Center

NTWcall operator solution is the

natural extension to the existing

Cisco Finesse Contact Center for all

call processing functionality, based

on European standards and requi-

rements. Using only a single user

interface, call operators are able to

switch calls in addition to carrying

out their usual call center activities.

› Complete overview and control

Thanks to the NTW LiveMonitor, the

service level stays under maximum

control with different views and

integrated alarming. NTW’s addi-

tional call and attendant statistics

provide comprehensive support for

quality management.

ATTENDANT CONSOLE

› Voice recording

› Data protection with

double authentication

and encryption of

recording

› Flexible playback /

download: Jabber,

Cisco phone, web

browser

› Most flexible attendant console

› From single client use up to multiple locations and clients

› Network, hosting or cloud solution

› Flexible devices: Cisco phone, browser, Windows client

CONTACT CENTER

› Optimum contact

The NTWcall CC Contact Center

combines fully-fledged call opera-

ting with the extensive functiona-

lities of a contact center. NTWcall

CC can be run as single client or

client server solution. All attendant

console features are managed from

NTWcall CC directly via JTAPI.

› Efficient processes

Using caller recognition, skill-based

routing, wallboard, agent LiveMoni-

tor, alarming, statistics and many

more, NTWcall offers all typical call

center functionalities without mis-

sing out on the multiple advantages

of an operator solution. Optional

interfaces allow connection to exis-

ting CRM and ERP systems.

› Easy to use

The user interface can be adapted

to suit the specific handling task

and the individual agent while re-

maining straightforward and easy

to use. The attendant console can

be operated using the keyboard, by

a simple mouse click or partly just

with a Plantronics headset. Thanks

to various interfaces, the import

of existing data and directories

is simple and inuitive. Like every

NTW solution, NTWcall CC has mul-

ti-tenant-capability and supports

different languages.

HIGHLIGHTS

› Cloud / hosted communication solution› Multi-client / multi-tenant capability› Typical contact center functions› Flexible clients: PC, web, phone› Extensive search: person, organisation, keywords, etc. › Presence-based functions for agents› Contact center statistics› Email support › Supervisor functionality › Optional intefaces to CRM and SAP solutions

› 8 | 9

› CRM interface for Cisco UCM

NTW Software provides the ideal

connection between CRM applica-

tions and a Cisco-based phone so-

lution. As of now companies can

integrate SAP, MS Dynamics CRM

and Salesforce into their existing

business processes – using NTW‘s

innovative solutions.

› More CRM through CTI client

All CTI functionalities can be used

directly in the CRM application and

without a client installation at the

work station. Thanks to caller reco-

gnition relevant information and

data, such as a customer profile, can

be selected and displayed directly

through the CRM solution. The call

can be automatically logged in the

activities and notes can be attached.

› Integrated phone functionalities

Incoming calls can be answered di-

rectly over the interface or the pho-

ne. Functionalities like hold, for-

warding or dropping are available

directly in the CTI client. The click-

to-call technology provides the abi-

lity to directly initiate a call to a

contact in the CRM solution, which

can then be controlled by the client.

› Success through expanded customer information

The connection to CRM appli-

cations ensure that relevant

customer information is used

and processed during the call –

without having to miss any of

the usual phone or attendant

console features.

These CRM application are

currently supported:

› SAP

› MS Dynamics CRM

› Salesforce

Furthermore, NTW supports

their customers with individu-

al connections to other appli-

cations.

CRM CONNECTION

› Use direct service

NTWphone provides companies with

flexible and easily operated XML

phone services for Cisco phones. The

functionalities bring more service

and comfort not only to the Cisco IP

phone but also to Jabber.

› Flexible setup

The configuration is carried out via

a central administration site and di-

rectly on the CUCM. All NTWphone

services support muli-tenancy –

each enterprise decides for itself

which customers or user groups

may use which services.

› More comfort on the phone

All NTWphone services can be used

directly on the Cisco phone or in

Jabber. All funtions are easy to ope-

rate and create an additional value

for daily communication.

HIGHLIGHTS

› Directory / UDS› Group services › Manager assistant› Hunt group› Call list› Callback› Phone settings› Phone lock / lockout› Availability› Busy alerter› Follow me› Voice recording

-

› More NTW Phone Services

› Individual availability using black-

lists and whitelists (Availability)

› Callback service if line is busy

(Callback)

› Call lists with filter options (Call List)

› Call lock for phones

(Phone Lock / Lockout)

› IVR menu instead of

busy lines (Busy Alerter)

› 10 | 11

› Directory / UDS

NTWphone Directory Service acces-

ses all information that is provided

by one or more directories or data-

bases in the company. This contains

the caller display as well as the direc-

tory search and the flexible search in

Jabber thanks to the UDS Directory.

› Voice Recording

The recording module NTWvoice

provides the possibility to easily

save and play-back recordings of

Cisco IP phones. This is possible for

incoming and outgoing calls. Call re-

cordings may be searched, downloa-

ded and played-back in the clear call

management as well as in Jabber.

› Group Services

The NTWphone Group Services

provides a group service interface

on the phone. The respective mem-

ber status is visible at all times. All

group functionalities can be used

from the phone and are also availa-

ble within Cisco Jabber.

› Hunt Group

The centrally administrated Hunt

Groups can be shown directly on the

IP phone. Each user may log on to

or off from one hunt group or all at

once. This can be done on the Cisco

phone as well as in Jabber.

PHONE SERVICES

› More Jabber with NTW

› Integrated look-up

› UDS meta directory

› Predictive search in

NTW Directory

› Comprehensive call

list with filter

› Manifold group

services

› Manage call recordings

› Set-up of own

availability profiles

› Individual speed dial

and BLF

› Black- and whitelists

› Activating phone

lock / lockout

› Self-care portal with

indiv. phone settings

(forwarding, call

waiting, etc.)

› High Availability

As well as to the desired functiona-

lity and scalability, a solution’s re-

liability is especially important for

the successful application of an ICT

solution in big companies.

For this, a secondary server ensures

maintenance of critical services and

provides the desired high availabili-

ty. All products of NTW may be set

up redundantly in a high-availabili-

ty solution. The system’s reliability

is already successfully implemen-

ted in major projects around the

world.

› Rollout Tool: save up to 70% time

A considerable amount of time can

be saved during the initial setup of

the CUCM (CallManager) solution

and the respective NTW applica-

tions by using the NTW Rollout Tool.

NTW Provisioning configures the

CUCM (CallManager) and the NTW

system in only a few minutes. Using

either web access or an Excel file,

all relevant technical and customer

data for the configuration is gathe-

red. When all data is stored in NTW

Provisioning, the CUCM and the

NTW applications are configured in

a matter of minutes. Compared to

a classic set-up of a CUCM solution

with a 3rd party application, clients

can save up to 70% time.

› NTW Selfcare Service

NTW Selfcare Service for Cisco Jab-

ber enables the user to manage fun-

ctions and settings by themselves.

› Call forwardings

› Login and logout hunt groups

› Function: ‘call waiting‘

› Availability (blacklist, whitelist)

› Phone lock / lockout

› Manage call recordings

› Change password

SERVICE

› High availability› Rollout tool› Provisioning› Selfcare

All NTW applications can be

run on the same platform,

using only a single database.

The uniform platform provi-

des a configuration optimi-

sed for speed and efficiency,

which keeps time and effort

low – for the initial installati-

on as well as for future adap-

tions or extensions.

The Windows-based clients can be

rolled out according to enterprise

policy. The import of existing com-

pany data and directories is easily

done via interfaces.

› Full support: NTW Configuration

› 12 | 13

› Provisioning – fast and reliable

NTW Software provides a solution

for the fast and easy administrati-

on and configuration of Cisco UCM.

Using NTWphone Provisioning all

your adds, moves and changes of

phones and profiles are executed ea-

sily. Connect your existing HR soft-

ware, Active Directory or database

for standardised, full or semi-pro-

visioning of your Cisco Unified

Communication System and NTW

3rd party software. NTW’s Provisi-

oning reduces the time to manage

the CUCM environment dramatical-

ly and helps to prevent errors stem-

ming from manual administration.

It encompasses multi-cluster and

multi-tenant capabilities.

CONFIGURATION

HIGHLIGHTS

› Muli-tenant management› Template-based set-up for tenants, sites, users, phones, functions › Numbering plan management› Zero-touch provisioning (automatically)› Semi-automatic provisioning with workflowincl.approval› 3rd party provisioning (NTW)

Our comprehensive and ver-

satile standard solutions re-

garding call processing, phone

services as well as controlling

and statistics cover most

companies’ requirements. At

the same time, we are always

striving to implement upco-

ming customer and market

demands and continuously

develop our solutions.

There are still instances in

which special custom solu-

tions might be necessary for

tasks or processes in the com-

pany. These contain – among

others – interfaces or new

phone services, as well as re-

quirements for completely

new approaches or business

models. For this, we support

our customers during the fin-

ding of requirements and the

appropriate approach. Each

custom solution is supported

beyond the development, test

and implementing phase.

› Custom development with NTW

› Keep track

NTWstat is a comprehensive analy-

sis and statistics software for PBX

systems which allows extensive

analysis of call volumes and tele-

phone usage, thereby facilitating

detection of weak points with re-

gard to technology, personnel and

telephone charges. The resulting

transparency provided by NTWstat

allows ongoing optimisation of re-

sources in order to achieve maxi-

mum productivity. Therefore, over-

capacity or bottlenecks are a thing

of the past.

› Highly convenient analysis

Once installed and set up, NTWs-

tat requires a minimum of main-

tenance while providing maximum

convenience. According to compa-

ny-specific requirements and with

the help of predefined templates,

highest levels of analysis customi-

sation is possible. The results can be

displayed and exported in various

formats (PDF, XLS, CSV).

› Statistics for contact centers included

NTWstat not only provides a better

overview and analysis of call volu-

mes and telephone usage throug-

hout a business, but also provides

analysis of such data for the dedica-

ted contact center. All standard call

handling statistics and analyses for

contact centers are fully integrated.

HIGHLIGHTS

› Web-basedconfiguration› Comprehensive analysis of telephone usage › Integrated customer contact analysis › Comprehensive call statistics › Individual reporting via web report designer › Typical operator statistics and analysis for contact center › Straightforward,flexibleandautomatable data export

› For all sizes of business

NTWstat is a statistics solution suitable for all sizes of business

from single companies to global organisations – with no limits re-

garding size or call data records scope.

STATISTICS

› 14 | 15

› Count on success

With NTWcount, there are virtually

no limits when it comes to collec-

ting call data and analysing it on the

basis of time and costs. The system

can gather and process data from

up to 250,000 extensions without

experiencing any noticeable loss of

performance. Full multi-tenancy

capability allows the simultaneous,

independent use of one installation

by multiple clients. This flexibility

is continued in the controlling fun-

ctionality provided by NTWcount.

Analyses can therefore be carried

out at all levels of an organisati-

on, from individual extensions to

branch offices and global analyses.

› Complete cost allocation

Numerous, highly customisable

filter functions allow simple, usa-

ge-based allocation of cost carri-

ers. The web-based report designer

enables the output of graphically

attractive reports in all common

formats. Due to the flexible layout

and design all reports and invoices

can be adapted easily, which allows

professional provider management.

Automated time-based exports in

specific formats are also available.

› Hospitality options

For hotels and hospitals, the call in-

voice creation can easily be exten-

ded to include guests and patients

using the integrated hospitality

function for Cisco Call Manager.

NTWcount provides the best possib-

le support for tasks ranging from

standard check-in/check-out func-

tions to billing of rents or other fees.

HIGHLIGHTS

› Data security, including backup routines › Mulit-capabilities for active re-invoicing of all PBX tenant› Comprehensive provider management › Flexible designing of individual invoice layouts › Freelyconfigurableanalysisviawebreport designer and quickreport › Easy,flexible&automatabledataexport› Interactive real-time reporting

CONTROLLING

THE PERFECT CALLwww.ntw-software.com

NTW Software GmbH Grabenweg 68

A - 6020 Innsbruck+43 512 344 944

NTW Software GmbH Konrad-Zuse-Platz 8

D - 81829 Munich +49 89 215 484 40

NTW Software GmbHWaldstraße 94

D - 63128 Dietzenbach +49 89 215 484 433

› phone: +43 512 344 944 › contact@ntw-software.com › www.ntw-software.com