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

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? How long could your business survive without a phone?

“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. Harris Poll

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?

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

 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 What Your Telecommunications Service Provider Can Offer

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”

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!

Prepared for the Business Interruption

Manage the Business Interruptions

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

Live Monitoring  Who is calling?  Who is waiting?  Who is available?

On-Line Updates  What agents are available?  When are they available?  In what Services are they available?

Post-disaster Analysis  Who called?  Who answered?  Who was missed?

The end result