IDS-Emergency Management 2004 How Voice Communication Affects Your Business Continuity Strategy !

1. IDS-Emergency Management 2004 How Voice Communication Affects Your Business Continuity Strategy!

2. How long could your business survive without a phone?

3. How long could your business survive without a phone? • Irate Customers • Lost Business • Poor Corporate Image • Financial Losses What will happen to your Business when nobody can talk to you?

4. Harris Poll “Executives recognize their company’s vulnerabilities, as well as potential threats to their company’s ability to access business-critical information systems without interruption”. Most say that a breakdown in telecommunications is the biggest threat to business continuity.

5. Telecommunications breakdown Natural disaster, such as flood or earthquake Computer hackers Power failures A terrorist attack Other Which of the following do you consider to be the biggest threat to your company’s ability to access business-critical information without interruption?

6. What’s Needed? • Uninterrupted communication with your customers • Instant control to change how you respond as circumstances change • A Managed route back to normality

7. What Your Telecommunications Service Provider Can Offer • Divert on Failure Services - takes all the calls on any individual trunk and diverts them to the same location, regardless of the individual number that the caller dialed • Changes to the pre-programmed Services difficult • Limited Flexibility

8. Business Continuity Manager (BCM) Worlds first cost effective solution for the intelligent management of telecommunications services during a business interruption • Flexible ACD functionality allowing a manager to monitor an invocation ‘real time’ and to manage the situation by making changes to the Call Plan – all as the ‘interruption’ unfolds • Ability to effectively and seamlessly distribute 100% of incoming calls to 100% of employees who may be re-located anywhere to work (probably at home) in times of invocation. • Individual End User management, removing the need for a conventional (and complex) PABX to have to be re-programmed to effect Call Plan changes • Call Center Magazine 2002 “Product of the Year”

9. GemaTech’s Business Continuity Manager Offers • Compliments Divert On Failure - Accepts DoF calls and reroutes individual calls in an intelligent manner • Uses a database of Contacts, Contact Numbers (DID’s) and preliminary call plans • Allows on-the-fly changes to call routing and call priorities – all as the disaster unfolds • Continuous live performance statistics are available for remotely located supervisors so they can monitor call traffic and available personnel • All this from anywhere in the world!

10. Prepared for the Business Interruption

11. Manage the Business Interruptions

12. Business Continuity Manager’s Tools • Live monitoring of the situation • On-line updates of the response system • Complete logging of what happened • Flexible tool to respond to any type of interruption

13. Live Monitoring • Who is calling? • Who is waiting? • Who is available?

14. On-Line Updates • What agents are available? • When are they available? • In what Services are they available?

15. Post-disaster Analysis • Who called? • Who answered? • Who was missed?

16. The end result