net2phone uContact Additional Documentation

* TTS & ASR not included in pricing & plans: third-party integration required (Google, Amazon Polly, or others)

** WhatsAppBusiness requires a third-party integration with Facebook-certified WhatsApp Business Provider (Gupshup, Infobip, Wavy, or others) – and carries an additional cost".

*** Instagram requires a third-party integration via Gupshup.

All plans include:

• Storage of voice and written interactions (WebChat, SMS, WhatsApp Business, Email, Facebook, Instagram) for 12 months, starting on the day of service activation, free of charge.
• Remote technical support
• 5 telephony channels per agent (For example, if you have 100 agents, you will have 500 channels)

Additional Charges

uContact services will be charged in accordance with the accepted quote/proposal. Inbound/outbound minutes usage (domestic and international) , inbound toll-free minutes usage and Inbound/outbound SMS messages will be charged in accordance with our rate sheet.

There may be instances in which additional charges, beyond the originally quoted charges will apply (subject to subsequent quotes/proposals), such as:

• Storage (via Google Cloud)
  • After the first 12 months, there is an additional cost for voice recordings and text storage.
  • Screen & video recordings.
• Additional channels
  • 5 telephony channels are included. Additional blocks of 10 channels can be purchased.
    

• Set Up Fees
  • Standard Set Up Fee 
    Includes initial set up, configuration, implementation, and initial training, delivered remotely. See section: Onboarding & Professional Services for details.
    
  • Custom Development 
    Should any additional effort be required to implement and customize uContact, the cost for Professional Services will be set forth in a quote/proposal, and is subject to a signed Statement of Work (SOW).

License Disclaimers

• Must have a minimum of 10 concurrent agents.
• Service-term agreement required.
• No proration of any uContact services. Licenses will be charged for the full month, regardless of the number of days used.
• Voice and Omni licenses cannot be mixed.

Chatbot License

uContact’s built-in Bots use a JavaScript engine to allow the execution of different activity workflows to perform almost any action imaginable: from providing simple/standard answers to executing transactions, making queries to databases and/or running WebServices.

Chatbot is only available with Omni licenses and carries an additional cost.

Interactions that can be automated by uContact Bots:

• Facebook
• Facebook Messenger
• Instagram
• WhatsApp Business
• Webchat
• SMS
• Email

Bot’s Characteristics:

• They are native - No need to integrate any third-party solution to add Bots and automation processes into your omnichannel strategy: they are built within the solution.
• Simple Development - Using uContact’s low-code Workflow Designer, you can develop your own Bots just by dragging and dropping activity buttons/icons into the workflow designer panel according to your strategy.
• Customizable - Edit your Bots’ workflow and adapt it to each channel or campaign using uContact’s Workflow Designer. BUT, watch out: once you change a Bot’s workflow, it will change its logic in all the channels and campaigns it’s assigned to.
• Various Types - Use and develop Bots for different business logics/operations –transactional, informative, pre-service, or even add Artificial Intelligence.

Important note:

The same Bot license can be used and replicated into different channels integrated into uContact, but only if it follows the same activity workflow. Should this workflow change depending on the channel, another Bot license must be acquired.

Onboarding & Professional Services

Standard Onboarding Scope

uContact's standard onboarding/setup includes professional services during the initial implementation period, for the configuration of:

• A telephony SIP trunk.
• Agent, Supervisor, and Administrator profiles.
• Security groups (for Supervisor/Administrator profiles).
• Up to 4 standard voice campaigns (inbound & outbound) with pre-recorded 'Welcome' and 'Out-Of-Hours' messages.
• Standard omnichannel configuration* of:
1. SMS (should another provider be required, aside from uContact's predetermined ones, feasibility must be reviewed and estimated)
2. WhatsApp Business
3. WebChat
4. Facebook & Facebook Messenger
5. Instagram

*applies only to purchased Omnichannel licenses

• Up to 2 standard auto-dialers (setup and use).
• Screen pop-up form embedding a third-party website or URL, without sending parameters.
• Disposition setup (associated to campaigns).
• Holidays and Blacklist configuration.
• Training for Agent, Supervisor and Administrator profiles (total of 3 sessions).
• Overview of uContact's set of standard reports.

IVR:

• Implementation of navigation menus in the IVR flow (up to 5 options and 3 levels of depth) and transfer to campaigns with agents.
• Configuration and training of up to (1) one standard platform:
  • CRM Lite
  • Standard Management
  • Form Creator

Note:
All the information necessary to configure the points mentioned above is your responsibility.

uContact's standard onboarding/setup does not include (and will be quoted additionally according to your specifications and defined scope) the configuration of:

• Integrations with third-party systems.
• Modifications to the platform's standard forms.
• Implementation and development of custom forms and reports.
• Additional training beyond the initial 3 training sessions.

Standard onboarding process:

DETAILED ANALYSIS:

1. Kick-off
2. Project Goals
3. Current business situation
4. Product Overview
5. Specific needs

DEPLOYMENT

1. uContact Setup
2. Personalization:
   • Up to 2 standard voice campaigns
   • Users and Agents
   • Telephony SIP trunk

TRAINING - one session each for:

1. Administrator
2. Supervisor
3. Agent

TESTING

1. System functions validation
2. Custom developments validation

Remote Technical Support Services

Overview

• Care, diagnosis and resolution of support incidents.
• Attention to technical or functional questions about uContact.
• Upgrading components such as "patches" and "hot fixes".

Support services described will be provided remotely via the following methods:

• Direct telephone support
• Through the Support Portal
• E-mail
• Instant messaging systems (Skype, MSN, etc.)
• Remote Access including:
• Microsoft Remote Desktop
• SSH (Secure Shell)
• LogMein
• Microsoft VPN
• Open VPN

Support does not include coverage of the following events or situations:

• Inappropriate use of uContact software or use that does not conform with the use recommendations made by net2phone.
• Malfunction or failure of servers and/or workstations, external PBX, frames, etc. and client infrastructure failures (network, cables, power supply, LAN, etc.).
• Alterations or modifications to the uContact software
• Any failure caused by fault of other software solutions
• Data backup
• Modifications to the system, unless it is for a system error code.
• Upgrades to new versions.
• Implementation of new modules.

Incident reporting

To report an incident, you must communicate through the channels offered by net2phone (e-mail, phone, support portal), and include the following data:

• Your company name
• Your contact phone number
• Time when the incident occurred
• Description of the problem experienced
• Features affected by the incident

You must make every effort to document the issues and problems and attach information related to the issues when applicable (logs, screenshots, detailed descriptions, scope of the issue, etc).

Based on the information you report, the incident will be classified according to priority level (High, Medium or Low) according to the following parameters:

• High: When a significant part of the system is not working or not working properly, severely impacting business activities.
• Medium: When the incident affects the operations of your contact center, which can continue to operate, but with a significant loss in productivity and service level.
• Low: When the incident does not significantly affect system functionality.

net2phone will then respond to the incident in accordance with the Response Times described below.

Response Times

• High Priority incidents will be responded to within 2 business hours following the incident report.
• Medium Priority incidents will be responded to within 8 business hours following the incident report.
• Low Priority incidents will be responded to within 24 business hours following the incident report.

Response times do not apply to third-party issues that affect the functioning of the platform. Below is a non-exhaustive list of third-party issues that may affect the operation of uContact:

• Internet service provider
• SMS provider
• WhatsApp provider
• Integration with social networks (changes in APIs)
• Integrations with third parties
• Integrations with proprietary systems
• Infrastructure problems (hardware, network)

It is your responsibility to have a backup plan for critical information. net2phone assumes no responsibility for any loss or damage of data.

Definitions of Terms

Administrator = Person responsible for managing the contact center operations through agent and campaign creations, queue assignments, IVR workflows, quality models and auto-dialer management, etc. In some cases, the Administrator role may be occupied by the same person as the Supervisor. But, in any case, he/she will be the one in charge of creating, adding, and managing everything agents and supervisors need in order to use uContact effectively (aside from monitoring the contact center's activity).

Agent = Person using the services to interact with clients

Auto Dialer = Technology capable of uploading and analyzing contact lists, segmenting them, assigning them by priority and carrying out a specific strategy. The system triggers calls automatically and thus automates the work of the agents.

Chatbot = Technology that stimulates and processes human conversation, allowing clients to interact with you via digital channels just as if they were communicating with a live agent.

Interaction = The way in which clients get in touch with an organization after selecting the communication channel of their choice. Interactions can be human or robotic, and can include chatbots, live agent sessions, or video calls.

Omnichannel = Allows you to centralize and manage multiple touchpoints and their respective interactions in the same place. An omnichannel strategy ensures that the client receives the same experience, regardless of the communication method they choose to use to interact with your company or brand, and your agents can obtain a comprehensive view of the client.

SIP Trunk = Service that allows you to connect to the public telephone network (PSTN) through VoIP technology.

Supervisor = Responsible for the supervision and control of agents in a contact center. Tasks include: ensuring incoming calls are answered in a reasonable timeframe; that clients receive the care and information they request; intervene in the resolution of issues and manage/supervise the staff in the contact center; as well as the fulfillment of objectives and functions.

Voice campaign = Strategy used in contact centers to contact one or more individuals from a list using different telephony-related features (auto-dialers, call routing, automatic call distribution, IVR, and more).