You Need More Than Just a Dial Tone to Provide Great ...

You Need More Than Just a Dial Tone to Provide Great Customer Service:

BITS Integrated Voice Services for HNS Clients

It’s not “Just a Phone System”

Peter Caperonis – Sales DirectorChristian Ericson – CMO / Partnership Development

Ryan Patrick – CTO / Product Development

First - A Status Check • Hope everybody is healthy and that your families are safe!• How our entire world turned upside down in 2020 – with new WFH challenges

Peter Caperonis Christian Ericson Ryan Patrick

WFH – Technology Tools to be Productive

BITS Home VoIP office Phone• Single Number Reach • 4-digit dialing• Corporate directory• Conference calling (6ppl)• Speaker Phone

Cisco Long Range Dual Ear Headset

Cisco Webex Teams • VoIP• Instant Messaging• Screen Share• Project Management• Collaboration

iPad

iPhone

PC (laptop)

WFH – Temporary or not?

BITS Background • Founded in 2005 by Atlantic Community Bankers Bank (ACBB)• ACBB is a cooperative and owned by community banks, in business since 1983• Reports to board of community bank CEOs• 100% focused on financial institutions

15 Yearsin the cloud

100Customers

1100Branches

17,000Phones

99.999%Uptime

BITS’ Mission Statement• To help community financial institutions optimize and secure their

communications infrastructure with innovative solutions and operational standards to meet the needs of tomorrow, today.

About BITS

© 2020 ACBB-BITS, LLC

• Managed Service Provider• UCaaS – (Unified Communications as a Services)

• Hosted VoIP / IP Telephony• Hosted Contact Center• Cisco Webex Teams / Collaboration / Video / Instant Messaging, etc.• Centralized SIP connectivity (PSTN – Public Switched Telephone Network)

• Well-established• Customers from $100 million up to $5 billion in asset size• Support a large number of Jack Henry / ProfitStars clients• Cisco Advanced Collaboration Partner and Cloud Managed Services

• Regulatory experience• SOC 2 Type II Certified• CAT (Cybersecurity Assessment Tool) mapping to assess risk• State Examiners

About BITS

Partnership formed in October 2018

BITS & ProfitStars Partnership



BITS & ProfitStars PartnershipBITS at JAC 2018 & 2019

• Increased adoption of Mobile Banking & Online Banking is a transition from Brick and Mortar

• Most of your future customer interactions will be done remotely

• Challenge – how to maintain customer relationships and provide high quality customer service?

• Combination of Communication Tools = Unified Communications• Phone / Unified Messaging• Contact Center / Call Center Software• Video conferencing• Collaboration with virtual conference rooms

with screenshare• Etc.

Financial Institutions’ Challenges Today


• Only provide “dial tone”• Change management can be time consuming• Expensive to support, upgrade, and replace• Hard to find replacement parts• Scalability limitations• Lack of features

• Soft phones and remote workforce capabilities• DIDs / 4-digit dialing / Voicemail to email• Call analytics / reporting / recording capabilities

• Multiple vendors to assure high quality, redundant and secure voice services• Phone system company for HW/SW support• Telecom company for voice transport (POTS lines,

PRIs and SIP trunks)• Vendor managing data circuits / routers / switches• Lack of security & finger pointing

Your Old Legacy PBX may be your “Ball & Chain”


PBX = Personal Branch Exchange (aka Phone System)

PBX

Challenges with old legacy “on-prem” Phone Systems

• Existing investments and contractual commitments• Make sure the hosted provider has experience with

banks, FFIEC regulations and SOC2• For voice recording, where is your confidential

information stored? What is the vendor’s process for deleting it, if you transition away from the vendor?

• Ownership structure and financial stability• Internet is mostly the primary transport – no Class of

Service or SLAs• Support / Service are often outsourced overseas, or

website FAQ• Installation is often required by the bank’s IT staff• And security….?

Cloud-Based Voice Services are the Future


Banks are looking to transition to cloud-based VoIP and Contact Center service providers, but what are the challenges?

Security Risks with Hosted VoIP


Voice fraud continues to serve as a major threat, with rates climbing more than 350 percent from 2014 to 2018 and 90 voice channel attacks occurring every minute.

Internet Phone Solutions

DDoS

Vulnerability Management

Phones are now an IP Endpoint with the same risks as a PC

Fraud Tracking and Spoofing

•Firewall Traversal

•OpenSourceprotocols

•Uses theinternet

Continuity Risks with On-Prem & Hosted VoIP


Forrester estimates upwards of 68% of Fortune 5000 firms do not fully address voice network outages in their business continuity plans

TDM Limitation

System Failure

Network Outages

Carrier Outages

Branch/Location Unavailable

Certified and experienced engineers to manage

installation and operations, that become an extension

of your FI

Consolidate service providers into a single

point of contactto prevent finger pointing

Managed services for Unified Communication

with Network Integration and Voice Connectivity

End-to-End Voice Encryption thru Secure

and redundant HNS data centers and BITS SOC2

Type II certifications

Scalable, cloud-based platforms that allow

growth without infrastructure limitations

How We Help


Our 5-blade optimizing scissors can help you shred costs, cut cords (POTS and

PRI), slice vendors, trim complexity, and shear risk

Management/Self-Service Functionality

Call AnalyticsCompliance Portal

Contact CenterCX Console

Hosted Phone SystemPSTN / Network integrationCall RecordingUnified Messaging

Collaborative SolutionsMobile/Remote Phones


BITS Hosted Voice & Collaboration


BITS Hosted Voice Features• Enterprise Dial Plan & Features

• Auto Attendant• Hunt Groups• Pickup Groups• Call Park• Customized Call Flow Patterns• Call Forwarding• Hold, Transfer• Speed Dial Buttons• Busy Line Indicators• Inbound Calling Name• Outbound Calling Name/Number• Standard or Customizable Music on Hold• Corporate Directory• Adhoc Conferencing

• Voicemail Features• Standard Voicemail with custom greeting options• Unified Messaging (Email Attachment)• Standalone/Group Voicemail

• Mobility Capabilities• Single Number Reach• Call Forward• Home Office Phone (Built in TLS/SSL)

• Cisco Unified IP Phone Support

• Calling Services• Unlimited Local & Long-Distance Service• Porting of Existing Numbers (where available)• Enhanced & Local Direct Inbound Dial numbers (DID)• Published Numbers• Toll Free• International Calling• Voice Continuity• Dynamic Location based routing capabilities• Dynamic Call Forwarding for offline sites


BITS CX Console - New!Features: • Advanced Queuing and Directories• Auto Attendant Module• Agent Desktop and CX Console• Supports multiple queues and advanced distribution algorithms• Historical statistics and real-time view to Supervisor• Provides easy-to-figure Auto Attendant • Different, customizable welcome messages• Shows queued calls even on IP phones• Six different options for colleagues’ availability statuses• Silent monitoring and whisper coaching from supervisors • Peace of mind for any Operator:

• Easily handle multiple calls with your PC• See customers waiting in queues• Know who is calling before you answer• Check if your colleagues are available at-a-

glance• Search for a contact everywhere with a single

search

• Complete control on incoming calls:• Welcome your customers with professional messages

per queue/time/date in their languages• Create and manage messages and Auto Attendant services

with an easy self-service web interface• Automatically Distribute Calls to specific queues and operators

to offer the best service• Control your service level with real-time data and stats accessible

from web, desktop, and even iPad• Get insights on your Customer Service with ready to use reports

on call volume/waiting times/missed calls per queue/agent


Current Real World SolutionWith unclear timelines on when financial institutions will be able to fully operate in branches, many banks have implemented curbside banking to complement drive-thru service.

BITS can help you by:• Creating new DID numbers for each assigned parking spot so you know exactly

where your customer is calling from• Enabling a Cisco phone with pre-programmed “soft buttons” for each assigned new

number to help your team answer and appropriately best serve your customers curbside – or routing the calls thru the BITS provided Call/Contact Center to view, answer, and transfer calls from parking spot locations to the correct department or team member

• Thru BITS call analytics, provide bank wide statistics on calls from curbside banking by branch

Cost with PBX, PSTN, Local & LD


Bank without BITS – In-house PBX



Customer Incoming Call – with transfer



Voice over IP between branches

Bank without BITS – Hosted VoIP


Best effort voice quality over Internet

BITS & HNS Design


BITS & HNS Design



BITS & HNS Design


BITS & HNS Design


BITS & HNS Design

• To Summarize what’s unique about the BITS partnership?

• Trusted by ProfitStars. As a partner of ProfitStars, HNS customers can benefit from a state-of-the-art Cisco communications infrastructure, including IP Telephony & Contact Center services solution without the significant upfront cost and support/maintenance/upgrade fees.

• End to End private network integration with HNS. Leverage your HNS connectivity including any branch redundant circuits for voice. Your phone calls will traverse to BITS via the HNS data centers!

• Two companies focusing exclusively on Financial Institutions!

ProfitStars HNS Benefits


• “We love BITS’s flexibility – getting rid of our dedicated T1s was a huge cost savings”

• “The redundancy that’s in place is a huge improvement”

• “The entire implementation process was enjoyable and having the help desk at our fingertips has been great.”

• “Having unlimited simultaneous calls has been a big help during conference calls”

Feedback from BITS/ ProfitStars Customers


• “Single Number Reach has been invaluable to me because of my travel schedule”

• “We love having direct 800 numbers now”

• It’s all about timing! Contact BITS before making any decisions related to the below investments or contracts:

When to contact BITSNext Steps


• Telecom Related Contracts• POTS Lines• PRI• SIP• Internet

• Support Contracts• Phone System Support & Licenses• Contact Center Support & Licenses

• Hardware / Applications• Phone System• Phones (hardware)• Phones (licenses)• Contact Center• Video Conferencing

• Software• Virtual meeting rooms (Webex)

• Are we too large or small for BITS?• BITS services single location clients with $100MM in assets to $6-7B in asset with 125 branch

locations.

• Will I save money?• Approximately 60-70% of all BITS customers achieved an ROI with BITS, and 100% of them;

• Enhanced their customer service capabilities• Added a long list of phone system capabilities• Improved on compliance, redundancy and security related to voice services

• Is the phone and Unified Communications decision purely an IT decision• It’s a team effort, since the BITS services will have a positive impact on your business and

customer support. IT will often be responsible for the implementation process as voice is integrated into the network.

• I have heard that VoIP in general has quality issues• BITS has 15 years experience is providing the service and is following all industry best practices for

both design, implementation, and operations related processes. • When possible, BITS will leverage your HNS circuits that are private, secure, and quality assured,

rather than using Internet “best effort” as the transport for voice.

Common Q&A


Ready to learn more about BITS Integrated Voice Services

for HNS Clients?

Download slides & datasheet:bits.us/profitstarspartnership

Contact Peter Caperonis:[email protected] | 484.534.4178

Date post:	22-Jan-2022
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