1. BTI Communications Group, Ltd.
Capabilities Presentation
Doug Lambert – GM
Six Sigma / ITIL / Prince 2
March 14, 2013
CONFIDENTIAL

2. The story/overview Digital Networked Economy Six Business Core
Market drivers
Profitable growth
Globalisation
Social imperatives
Dynamic business
Hyper-competition
Businesses need Big Thinking to thrive in the 21st Century
Core
Flexibility
Innovative
Customer centric
Enabling
Collaboration
Sustainability
Risk resilience
Six Business
Qualities
Customer centricity
Innovation
BTII understands the business issues
This slide for internal use only
A reference slide to put the story in context and provide a helicopter view of the overall story we’re telling in this presentation.
Please understand this story flow before giving the presentation – don’t show this slide to customers, so please delete it from any pack used in a customer facing situation.
The flow of the overall story is this:
First of all there are 5 market drivers that we’ve identified at BTI that need to be faced up to by today’s business: challenges that require Big Thinking. Thriving in the 21st century demands a considered approach – consideration of these drivers.
In setting about this Big Thinking, there are a number of qualities that businesses need to address these drivers – we’ve identified 6 here, with 3 core qualities and 3 enabling qualities.
BTI is focusing on the enabling qualities that business need. The presentation goes on to describe an approach to achieve Collaboration. We have developed a coherent journey for customers to follow and constructive propositions that can help customers address the challenges outlined at the beginning. Responding to the challenges of today’s business is not easy to do unaided, but BTI can provide that aid, and the propositions that come at the end part of the presentation are the steps to achieve collaboration.
The final step – at this stage – is to start talking. Establish where a customer is on the journey to collaboration, which step is the priority for their business. Then arrange meetings with relevant experts and continue on the journey.
BTI has a distinct point of view as to how to tackle the issues
BTI has the propositions to convert that point of view into business deliverables
Operational
Efficiency
Contact Centre Efficiency
Unified Communications
Secure
Networking
+ Others
Propositions

3. i/o data centers is to all other data centers what XBOX is to PONG
BTI Hosted Data Center
BTI GlobalViewTM Data Center
Network Operation Center
247F Help Desk (24 x 7 x FOREVER)
Hands-on Cage Support
Executive/Sales Office
Provide Borderless Networks through Hosted
- Exchange
- VoIP
- Disaster Recovery
- Collaboration / Telepresence
- Virtualization
- Cage / Rack / 2U
i/o data centers is to all other data centers what XBOX is to PONG

4. Unified Communications Management Services
GlobalView
Unified Communications Management Services
Proactive Management and Monitoring:
Included Network Support (Unified Communications, Wireless LAN, LAN, VPN, Mission Critical UC Servers)
Monitoring devices and applications for performance, capacity and traffic thresholds, connectivity, and services.
Firewall / VPN administration
Available Business Continuity Plan Administration
Additional Value Added:
Free Move/Add/Change projects
Free network reporting
Free training (admin and user)
Service Desk:
Reactive Remote Network Support
Help Desk
Technician Dispatching
Emergency Support

5. BTI Customers
Summit Cold Storage, Inc.
CONFIDENTIAL

6. “Borderless Talking Points”
IP Communications Platforms
ShoreTel
Mitel
Cisco
Mobility
Advanced Applications
Servers/Gateways
UM/UC/PM
CRM Integration
iPad/iTouch Wireless and CRM Integration
IVR
Logging/Recording
Voice and Data Network Design
LAN/WAN (Routers, Switches, Firewalls, Filters)
Wireless Voice/Data Networks
Servers, Workstations, Virtualization
Disaster Recovery Solutions and Professional Services
Mobility, Collaboration, Telepresence and Social Networking
Audio, Web, Video Conferencing
Desktop sharing
Corporate Social Software
Network/Carrier Services
Local / Long Distance PRI/SIP
Internet
Multi-Point Data Solutions
GOLD

7. BTI Communications – Bringing it all together!
Higher Quality &
Improved User
Experience
Proactive Monitoring
Call Management
Help Desk w/
Break/Fix

8. Why BTI – Experience and Expertise
BTI provides you expertise in Voice hardware, Data equipment, Local and Wide area network, traditional and IP voice connectivity to the PSTN and the invaluable experience of interoperating all of these technologies.
As a Premier Cisco, Mitel and ShoreTel Champion Partner, BTI has the experience, technical certifications and proven Customer Satisfaction Record to deliver Superior Solutions.
As an Inter-Tel (now Mitel) dealer for almost 15 years we are experts in traditional voice and VoIP technologies.
BTI has certified technicians that have worked on the Inter-Tel/Mitel platform for more than 12+ years.
Our help desk can support remote changes, service troubleshooting and end user training on all of our products/applications as well as desktop support, End-Point Security… the list goes on and on.

9. Why BTI – Managed Service Approach
Why pay to make an equipment acquisition, pay to make changes and pay to get service?
BTI has developed a complete managed service program that allows you to make one monthly payment that includes:
Equipment acquisition
LAN/WAN Network Assessments for VoIP preparedness
Ongoing system support and maintenance
System Software Upgrades
Remote programming changes
Proactive system alarm monitoring
Proactive and reactive remediation services
Monitoring tools on IP-PBX that can grow to routers, servers, etc across the Enterprise
SLAs associated to service requirements

10. Dedicated Project Team
Client advocate
Key contact
Technical design
feature &
functionality
Represents the end user
Manages all comms
material
Responsible
for hardware
installation
Single support contact
Service QA & escalations
Maps billing
requirements
Ensures data
integrity requirements

11. Implementation Process
Define Requirements
Brief Teams & Build Plans
Approve All Project Plans
Execute (revise as need)
Launch a
Customer intent to “buy”
Identify project requirements
Document the Scope of Work (SoW)
Identify BTI and customer project teams
Begin contract
Next Stage Req: Approved SoW
The “Kick-off” meeting
Review SoW: address any outstanding issues
BTI Implement Manager takes lead
Write Business Requirements Document and Project Plan
Next Stage Req: Sent to Client BRD and PP
Final document-ation and client approval of TRD and PP
Proj. Governance established:
- daily/weekly
status meetings
- risk register
- issues log
- status reports
- change mgmt
requirements
Next Stage Req: Client approval of all plans
Proj. team move into “execution”
Key owners: Infrastructure, Telecom, Data Quality, Operations, Billing, Portfolio, User Adoption & Education
Internal training & testing
Next Stage Req: Client approval of all tactical elements and final “go/no go” decision
Service Live!
End user communications and training begins
Post-launch review with customer (30-60 post-launch)

12. End User Communications Lifecycle
Pre-Launch Days 1-90 Days 90+………………………………………………………..
Define
Welcome
Remind
Thank
Elicit Feedback
Campaign Objectives
Target Group(s)
Key Messages
Creative Elements
Branding & Corporate Guidelines
Key Timing
Approval Process
Announcement
Welcome
Welcome Kit (User guide, Wallet card, letter)
Website (Overview, Account Setup, FAQs, etc.)
Training (Virtual Webinars, Online Tutorials)
Awareness Days
Quick Reference Guides
Non and Lapsed User s
“Education” s (i.e. Fraud, Q&A)
Outbound Calling Campaigns
Reminder s
Awareness Builders
Product Upgrade
New Solutions s and Call Campaigns
First Time User “Thank You”
Thank You Program After Year One
Customer Satisfaction Surveys

13. Ultimate End-User Relationship
BTI Adoption & Education Program
Adoption & Training
Welcome Services
On-Going Education
Creative Services
Introduce Service, Educate
Personalized welcome
Thank, Educate & Ensure Satisfaction
Differentiate
Ultimate End-User Relationship