Since 1983
Second Quarter Newsletter, July 2002

In This Issue

Featured New Accounts with Custom Programming
COMARK Chicago, Beta Site for
Cisco PBX / PwareWeb CAS
Telenomics New GSA Contract
New Equipment for Services Program (No Budget Program for Equipment & Services)
Why Call Accounting & What to Look for Pware Legacy Discount Program
How to demo PwareWeb
Telenomics Distributors

Featured new Accounts With Custom Programming

While it's important to note the majority of the PwareWeb Call Accounting Systems sold are a standard system, we do get involved with customers which have custom requests. The following is a good example from some recent sales….

Hughes Network Systems,
San Diego, Ca and Virginia

Telenomics is pleased to announce we've replaced our own legacy call accounting system at Hughes Network Systems (HNS) which had been in operation since July of 1988.

The Pware Legacy System consisted of a PC client running via ODBC to an Oracle Data Base residing on their UNIX based server. This system incorporates several of the HNS remote sites equipped with network buffers designed to operate over their company WAN, bringing the telephone records data back into the central data base for a minimum of required overhead resources to manage the various locations.

The new PwareWeb System we used to replace our legacy system was not a completely new system. We left the existing network buffers and WAN connections in place. What is new is the PwareWeb front end setting on the Windows 2000 Server in San Diego, reading the Oracle data base off their UNIX server in Virginia (we read between the two locations using their WAN & ODBC). It's a pretty cool set-up running multiple locations over two servers located across the country from each other. The Oracle Data base in Virginia also runs other applications besides our PwareWeb System on their UNIX server.

Computer Associates
Islandia, New York

Once again we replaced another PC Call Accounting System with PwareWeb, incorporating nine sites into the central data base. After the system was installed we were asked to create a new report (which we're quite proud of), the "No Calls Report".

The idea was very straight forward. Since we were collecting the call detail records from the various sites and the customer had identified all of their resources/extensions within the system, the user should be able to go in and run an inventory report by date identifying all the resources/extensions that have no call activity for the period they specified when selecting the report.

It's really a useful dollar savings report, in that some of the electronic phones are very expensive to procure. Since we have now located the all the phones/resources which have no activity, we can offset the cost of buying new ones simply by moving around the existing ones with no (or limited) activity.

We can also tell you that that if you were to enter your cell phones and/or pagers along with the detail data from your vendor, you could use this same report to manage these types of resources. We've hearing from many companies telling us their bills for air time is starting to rival that of their PBX/land lines and their looking for tools to manage the growing expense.

PwareWeb
More East Coast

Telenomics PwareWeb was recently chosen to be installed in the corporate home office of a new customer which said they wanted to remain anonymous. Anyway, we replaced their PC based call accounting system. They informed us they were unhappy with the current system, its capabilities and especially the lack of customer support/services. They also wanted some custom reporting capabilities, whereby they would have their own unique personnel chart-of-accounts based on a top down structure of their employees with associated telephone calls. They informed they were told that it couldn't be done.

We worked together designing a new reporting tree structure within PwareWeb that allows them to drill all the way down from the CEO to the bottom level of their employee personnel chart of accounts. This enables anyone at the appropriate level to drill down (down only) from their log on level and view calls by any employee, regardless of which department they belong to. This gives VP's, Directors, Managers, etc. the ability to manage each other, forcing a bottom line cost reduction.

We also created and installed a custom security system for this new reporting structure, which regenerates the security portion every month with the new reports. This was designed to restrict the potential for hacking the security portion of the system allowing views above the level of user log-in.

We were told this new system was well received by the company and we hope to be adding other some of their other locations in the future. We most enjoy the fact that they were told "It Couldn't be Done". We now have this software available for other accounts.

COMARK, Chicago Beta Test Site
for Cisco PBX & PwareWeb CAS

Telenomics Inc. & Comark Corporate in Chicago, IL, has agreed to have Telenomics incorporate the Cisco PBX call accounting records within the existing PwareWeb Call Accounting System (CAS) at Comark.

The Comark Corporation has been operating the PwareWeb Call Accounting System since February 2001 when PwareWeb replaced the local vendors PC CAS. The
Telenomics PwareWeb is currently reporting over eight PBX sites spread throughout parts of the country by Comark, with the host server in the Chicago Corporate site.

Telenomics will be adding the Cisco PBX CDR to the network and combining the
existing Cisco PBX CDR's to the network. The Comark CDR data base will then consist of the existing CDR information from the Avaya G3 switches with the PBX records from Cisco System, into their host data base with deployment over the web to the various users at the various sites.

The PwareWeb System at Comark is on a Windows 2000 server in the Chicago host site.
The reporting capabilities are available throughout the country wherever Comark has allowed entry and assigned a password security for their user over their over their WAN.

Telenomics has incorporated a lot of vendors CDR record formats since 1983. In addition to just about any PBX type you have ever heard of, we've also incorporates Key Systems, Copy Systems, Cell Bill Systems and more. We're now running into a lot of companies trying out Cisco PBX's for the first time. So adding the Cisco System at Comark became an easy decision for us, besides you'll never find easier people to work with than what we've run into working with Comark. We value the relationship.

Telenomics New
GSA Contract

Telenomics is very proud to announce that we've applied for and been accepted by U S General Services Administration (GSA) and have finalized our contract with them. This should open up a lot of state and federal accounts for us in the future.

It took Telenomics a good year from the time we prepared ourselves for GSA Program with the initial application, then applying, being reviewed (and reviewed and reviewed) before being accepted.

In applying for GSA approval, there's a lot of due diligence that takes place, along with a whole lot paperwork and references, proving that you are who you claim you are, before even having a chance of being accepted.

With all the work we put into being accepted into this program, we've come to appreciate the GSA format, its members and look forward to a long relationship within this program.
We also think a lot of the CAS packages we replace would have never been able to pass the GSA certification (this is a good thing for the consumer).

Telenomics GSA contract number is GS-35F-0459M. Special thanks to Todd Stover for sticking to this application and seeing it all the way through to completion.

Telenomics EAS Program
(Equipment and Services)

We realize this new program is not for everyone, but it really is a great program that you may want to consider.

EAS Program

It's new; it's exciting and may be just what you could use right now. This program is designed for companies who wish to purchase equipment and/or services, yet may not have the budget, or wish to use their budget dollars for other items. We use your telephone bill to create the budget.

The Telenomics EAS program utilizes your Local, Long Distance and/or Internet Exchange dollars with our vendor to save you monthly dollars, improve your services and to free up (or create) capital dollars.

What if you wanted to purchase (without any capital budget), items such as a Pware Web Call Accounting System, a new PBX or Server Upgrade, Voice Recording equipment, PC's for your classrooms or employees office or telecom equipment. With this new program you have the potential to buy this equipment & services simply by changing to a proven vendor.

Even if you already have the budget for these items, but would like to save your budget for other items coming up during the year (or improve your bottom line), this program could work for you. That's what the EAS Program was designed for and it works great, plus you can buy Equipment & Services directly through Telenomics, one of our distributors, or even a distributor of your own choosing. It's your choice.

In today's business climate many companies are looking for financial savings and alternatives to remain competitive. You're going to have a phone bill regardless of what you have in your budget. Why not look at using your phone bill to finance some of your capital expenditures and see if you can also reduce your on-going bill at the same time. It makes sense and can break through barriers where you have no capital budget for items you need today and may not be able procure in the foreseeable future.

How it Works

You may now be getting your local and/or LD for 5-6 cents a minute (or even more).
You probably think that's competitive, but what if we can do better.

Let's also say you have need for $10,000 to $500,000+ of equipment and services you want to procure, but don't have a budget for it, even though the need still exists.

What if we came in and offered you LD and/or local for around 3 cents a minute (plus or minus depending on your volume). Now you want to throw in your equipment costs. We would run your usage through our P&L sheet calculation and add in the EAS costs you want to include and probably come back with 4 to 4.5 cents per minute over the next couple years, depending on your volume and EAS costs.

This saves you money on your bill every month, saves your new capital budget dollars (assuming they were ever approved) and gets you the equipment & services you need now, as opposed to later or possibly not at all.

By the way, the most commonly asked question we get is "Can we pick our own vendor and equipment/services or do we have to take your solution"? The answer is, pick any vendor you want or we have vendors we'll recommend for you.

Telenomics - What We Did

Telenomics, over several months negotiated a contract with nationwide carrier of Internet, Local and Long Distance services to be able to make this offer to our installed and potential new customer base.

We did our due diligence and found they have an impressive customer base, willing to say great things about them. We were impressed to say the least. We're now exposing them to our customer base, sales potentials and even distributors that we work through.

How to get more information

The program is really quite simple. Send us an e-mail at sales@telenomics.com or call us at (800) 328-1177 and ask about the EAS program. We'll have a representative call you. If you like, we'll even put together a quote for you.

Keep in mind even if you're already in a long term contract with a vendor, there's still a good chance that the contract can be bought out or possibly there's still room for the additional services to qualify. Prices have come down so far so fast, it makes sense to at least look and listen at new rates and opportunities.

Confidential From Telenomics Inc

CALL ACCOUNTING AND MANAGEMENT: CUSTOMER INTERACTION QUESTIONNAIRE

Why Use Call Accounting?

In an effort to maximize resources and share expenses, a growing number of companies are combining their telecommunications with their IT Departments. Unfortunately, with consolidations of responsibilities, telecommunications applications frequently are not given the attention of other mission-critical software systems associated in the IT environment. However, Telecommunications is commonly one of the company's top 3 expenses and easily one of the best opportunities to save vast amount of both hard and soft dollars within the company, Telephone Call Accounting allows managers to improve productivity and reduce cost. Growing businesses, in particular, are often faced with challenges to track both incoming and outgoing calls, reduce directory assistance charges, and automate business and telephone transactions as well as information gathering.

Minimizing telephone network crime and providing fraud detection is also of great importance in today's security evolved world... Identifying where calls are coming from, in cases such as bomb and fire threats or personal threats have become more and more relevant in requiring a company wide Call Accounting Systems (CAS). Even simple items such as who's internally giving information to our competitors in sales and engineering have been successfully identified using these systems by simply using the inquiry screen to determine who's calling certain numbers or companies identified within CAS.

What about the Customer Service and Sales Departments. Don't you need to know who, and how often your customer service representatives are speaking with the outside world? If you have sales and/or call centers, don't you need to know which agents are on the telephone the most, doing their job and who they're speaking with? Don't you need to know how often they follow up within certain accounts? Would you like to know what sales agents are not doing their job, yet still collecting your pay check?

Allocating and distributing telephone costs can be critical. If businesses track their calls, then the information can be used to charge back telephone charges, along with equipment charges and or cell phone credit card, pager bills, etc. Call accounting information also can be used to evaluate sales and customer service departments as well as the efficiency of the PBX least-cost routing associated with your expensive trunk/telephone lines (that you get a bill for each and every month).

Bottom line, telephone expenses are a big dollar item, people utilizing them are even a larger expense. So what do you do when the telephone bill comes in, simply pay it and wait for the next one, or do you have controls in place? Do you ignore when employees pass a good part of the day calling friends and relatives instead of working? Have you ever addressed how much this costs your company, or can you even identify it?

Cell Phones

What is the monthly bill for cell phones?

Is it going up?

If so by how much?

Is the Air time bill now greater than the fixed line costs? If not, is it closing in?

How many cell phone calls are personal versus business, possibly 4 or 5 to 1?

What if we could drop our cell/air bills by 50%? What would that save us a month?

The Telenomics Web System has been built to handle cell phones, pagers, credit card bills, etc. See matrix on next page on potential savings by simply reducing 20% of the phone bill by simply cutting out ½ of the existing personal/abusive calls…

Telephone Savings Matrix:

The Telephone Saving Matrix on the following page is quite simple to use and understand. What we're stating that can be used for telephone estimated savings is based on having the average employee phone bill at $50.00 a month and reducing only 20% of those costs (you could do a lot more).

We're also saying there is an additional soft dollar cost associated with this reduction by having these employees working during this period of time. We used just 15 minutes reduction a day for these estimates along with an estimated employee salary. We also reduced the monthly line charges based on these savings.

We did not include any potential savings for other resources such as cell phones, pagers, etc., which too could save you a lot of revenue.

If you would like a copy of the matrix to fill in your own numbers, simply call us and ask for one.

The following is a typical bench mark that can be used in cost savings in CAS based on a company with 500 telephones and a $25,000 a month phone bill. Please adjust up or down for the number of employees and telephones expenses at your company. Estimates are based on a company with no existing call accounting system. If you have one in place that's not effective, results will vary with implementing a new web based one that can be managed.

Hard Dollar Costs - Abuse

Hard Dollar Savings
Monthly Telephone Bill should be reduced approximately 20% based on eliminating ½ of personal calls.

Hard Dollar Costs - Line Savings

Eliminate 20% of lines by reducing telephone traffic and being able to manage trunk lines with software

Soft Dollar Costs

Productivity Savings based on average of reducing person/wasted time on telephone of 15.minutes per day (based on salary less fringe benefits).

Benefits of CDR / Call Accounting

Does your company have controls over its telephony expenses?
Please see how many of the following questions apply to you:

1) Are the telephone costs within the company one of the top 3 - 5 expenses? If so, which is it, the top 3rd, 4th, or 5th expense?

2) What are the total annual dollars spent on telephony expenses?

3) What percentage of the telephone expense is personal versus business? Are the personal calls; 65% of the total, 60% of the total or only 50% of the total?

4) If you could reduce personal calls by 30% how much would that save in hard dollars on an annual basis?

5) If non-business calls were reduced by 25-30%, how much would that equate to in savings of personnel dollars as it relates to productivity? (Hourly rate + benefits = increased productivity time).

6) How much do you spend a month on telephone lines/trunks charges? (Average $25 - $35 per line). Do you have the proper amounts of working lines (too many or not enough).

7) Can you tell which trunk lines are working and which ones are not? You pay for them monthly either way.

8) Can you tell if the trunk lines are properly allocated for the correct call patterns and traffic amounts?

9) If non-business calls were lowered would the system require even less trunk lines? What would be the annual savings based on the reduction of lines associated with this potential change?

10) If telephone calls and equipment costs are currently being charged back to the various divisions and departments, How much time does accounting spend breaking out the various telephone bills each month?

If automated, how much would your company save in accounting personnel time?

Does the company also charge back cellular and credit card amounts. Is that function automated?

11) Does your company have the PBX(s) programmed to utilize the least cost routing system feature?

Do you know for a fact that you're selecting the correct carrier for the local calls? For example it's very easy to make a mistake and choose the long distance carrier / rates when we you should be selecting the local carrier, at a much lower rate. It's a common mistake.

Can you verify if your PBX Least Cost Routing (LCR) is being done correctly?

Do you have any idea if your LCR is incorrect how much additional expense could be incurred in a 12 month period?

12) Billing errors are always a potential from carriers. Do you know what's being billed versus what is actually going through your company PBX(s)? Do you have a way to verify this process?

13) Toll Fraud can go on for weeks before being detected. Does your company have anything in place to detect potential toll fraud? What is your exposure? How much could it potentially cost you?

14) Do you have any idea where the 800 calls / expenses are going within the company? How much is the monthly / annual 800 telephone expenses? Which departments and individuals make up these expenses? Why do these expenses always go up around the holidays?

15) In the sales department can you identify which customers or potential customers have been called over the past 6 months?

16) Can you identify a relationship between the number of times and time periods which customers are called that have a result in their sales going either up or down?

17) Can you tie sales calls into the amount of time spent on the telephone with clients over the past 6 months? Can you identify which sales agents are contacting which accounts? Can you identify which successful sales agents spend what percentage of their time on the telephone with customers that buy your product and services? Can you identify the average time spent on the telephone by agent, and the amount of revenue generated by the sales agents, as a result of their time on the telephone?

Summary

Telenomics has been providing CAS since 1983. We have a large and very dependable user base. We save our customers a lot of money with our systems and customer services. We also boast of our great customer support from within our staff.

Telenomics has gone through the CAS mainframe system to the PC client Server System and now we offer the Web based Pware System which just about anyone can operate. It's designed to allow managers to retrieve their own reports through the company internal internet which we set up for you.

Telenomics PwareWeb is:

1) Easy to use.
2) Very reliable
3) Easy to interface to other systems such as HR, GL, AP & AR.
4) Works on standard Windows 2000 & Windows NT with the data base setting on either the Web Server or a Unix Server.

Pware Legacy Discount Program

This is just a reminder, but the discounts we're offering throughout 2002 to existing Telenomics Pware Legacy customers who are upgrading from either the Pware PC Client or the HP 3000 Pware System will end of this calendar year.

How to get Demo of PwareWeb

If you wish to get a demo, it's simple & very easy. Call us or one of our participating dealers and schedule a demo. You won't need to have anyone come out and call on you. We'll simply have you sign on to our web page with the password and log-in which we'll assign to you. We'll then simply walk you through the demo. Your only requirements for the demo are a web browser with Explorer and a telephone.