Create a Hyper-Productive Highly Available Enterprise Today — Transcription
Neil:Good morning and/or afternoon, everyone. We certainly appreciate you taking the time to come to these webinars. We know it's a difficult thing to carve out this time from your busy day, and hopefully we'll give you enough information that makes it worth your while. We'll talk a little bit at the end about how you can give us the kind of feedback to make sure that we're doing that.
Today we're going to look at basically the productivity piece for employees. A lot of this will focus on mobile, but there's a lot of other pieces we have. The goal here is to understand unified communications. Everyone's coming at you with new solutions and new opportunities, just as we are, but to take a step back and look at what that all means is sort of the goal for this presentation.
Briefly, AVST has been in the business a long time, and we're a worldwide supplier for very, very highly-rated unified communication solutions. One of the things that makes us a little unique is we started in this industry with open standards and platforms, which means we've been able to grow our product for close to 30 years without having to make a platform change, and it makes ours by far the most robust product in terms of feature sets. We're not going to talk about all the solutions on the product because we don't have enough time, but you'll see a little bit here kind of hinting at the breadth of the solutions we offer.
The product's been out in the market for years. It has about 15 million users, and we've been here in the Seattle area the whole time, which means we actually have software developers and employees here who have been with the product that entire time. This is pretty impressive in today's software market, as people tend to move around a lot, but our people have been happy here, and I think it shows in our product.
If you look at unified communications, there are a lot of sources for you to go out and get information on. They all kind of say the same thing. They talk about pick a best of breed UC solutions, and that's something we believe in. They talk about all the interoperability required. Unified communications by definition is letting you create new functionalities by leveraging connections between more than one type of application. Sometimes you use existing applications. Sometimes a new application goes in and you want to leverage it with what you have in your enterprise. The real goal here I think is for you to be able to do this as it's required for you. Nobody really wants to rip out their entire infrastructure and put everything in brand new to have unified communications, and I doubt the values there to do that. Definitely as you look at doing this, you want to look at picking solutions that are going to go forward with you. We're going to talk a little bit about a way to approach that.
We provide a lot of different delivery models for UC because there are a lot of usage models out there. There are people that are single premise, and they're interested in unified communications. There are people at multiple site locations that have tied their locations together with some sort of centralization on their data cloud first. We call that private cloud, where you basically can do a cloud version of computing, even though you maintain the equipment yourself. You can support all your users out in your various organizations. There's a hybrid, which is the most popular, which is tying some of your locations together and leaving some separate. Then, there's the public cloud. We actually play in all those markets with a mixture of products.
We're only going to look at one product today. The product we're talking about is CX. CX-E, the enterprise version of this product, is the one that's been on the market for the 30 years. This is just a list of some of the people that have taken advantage of what we offer. Some of these people have had the product for 30 years, some are fairly new customers, and as you can see they span a very wide range of customer types. We don't really focus specifically in any area, but what we've found is we do very well in certain areas based on what those people have deployed and what their needs are.
In the general enterprise market we have a lot of recognizable names. We've always done very, very well there. HigherEd has been one of our strongest points in the last few years. The HigherEd people feel the budget constraints pretty strongly, and doing more with less has become a mantra for them. We're able to help them in a lot of cases. There are a lot of people here that have really taken advantage of the UC concept for our product. Health care is the same story. I think we have 400 hospitals was the number I heard last time. It's market we're very familiar with. Not just voice mail. Some of these people actually don't even have voice mail, they just have some of the UC components or the business process pieces. Then, federal state and local government, once again, another group where - budgets being what they are - are really trying to milk everything they can from technology, and they find us a very helpful partner in that.
A lot of these people are reference-able as you get a little further down in your decision process. You can arrange, by talking to your dealers, to talk to some of these people, particularly if you find one that's in a similar industry, even better, a similar location. You can get some pretty good information on how they approached it. If you look at why people come to us, I mean we're not the most well-known household name out there. Everyone we compete with is pretty much known more than we are. That's because we have focused on this one area. We don't make data switches. We don't make PBX's. We don't make anything that sits on your desk with our name on it. We do unified communications on the back end, connecting to your existing infrastructure to deliver extra performance and connectivity.
We do extremely well in a lot of areas. Mixed PBX's, because we're not owned by a PBX vendor we do a really good job at working in every environment. We have a lot of speech driven applications which are extremely good for mobile users. And, we do a great job at replacing Legacy voicemail. All these different environments listed here are areas where we have put into our product the pieces needed to smoothly transition somebody into unified communications, perhaps just one application at a time.
So, you looked at our reference list. You looked at this list. You get a pretty good idea of the breadth of where we can go into a market and what we can do for customers. We have three product focuses. We have the CX-E, our main thrust product right now we're going to talk about today, which is our enterprise version of CX. We have a smaller version of the CX product called CX-S. CX-S has all the features we're going to talk about today, but they've been repackaged for a small to medium single site enterprise. So, anything we're talking about today in terms of functionality holds true for the CX-S.
And, on the larger side, we have the CX-C which is a different product. This is a product purpose built for hosting for large solution providers - for software in the Cloud kind of applications; happy to talk to people about that as well. But, today's presentation will focus on the CX-E and the CX-S by default as well.
If you look at this platform, we sort of talk about our business in four pillars. The bottom pillar you see in our operability is sort of the key for us in terms of entry in the unified communications. That's the part of our product we spent so much time engineering such that it will fit into your enterprise and connect with your other solutions typically using industry standard connectivity.
On top of that we've built three application pillar groups. The UC mobile is one of the most popular right now because of the drive towards mobility and all the action going on in every enterprise out there. We're going to talk a little bit about the mobile clients and some of the things we do there. The UC voice practice is basically our core voicemail automated attendant call processing piece. This is the part of our business that really specializes in replacing Legacy voicemails. Now, hopefully when we do that we bring these other two pillars in and give a customer even more functionality than just replacement. But, we are happy to talk about a replacement, because it's a key part of what we do.
Then, the last pillar, the UC business process, is our custom application practice where we're going to talk about a lot of things we do in UC. But, you're definitely going to find in your enterprise things you want to do that aren't provided by any standard product today because they're unique to your enterprise. And, we have a set of tools that will let this platform create that kind of functionality. We'll talk about that a little as we go through as well. So, we like to get some information back when we do this, because it helps us not only understand potential customers but also understand how we want to present in these webinars. So, Emily, here's your first question.
Emily:Great. Okay. So, we are curious to find out what your business challenges are in your organization. Please just select one. Is it improving productivity for mobile workers, or centralizing voice infrastructure, private Cloud, supporting disaster recovery, creating business process applications, or integrating with Link? I'm sorry, there's a little typo at the last one, but that word is integrating. We'll just wait a couple of more seconds and let everyone vote. Okay. It looks like most people have voted. Okay, Neil, the results are about 35 percent is productivity for mobile workers, and then we have about 30 percent for voice infrastructure, about 5 percent are challenged with disaster recovery, and then another 35 percent with Link.
Neil:Now, all those subjects are something we deal with in almost every conversation with a customer. It's a challenging time to run an enterprise. I'm actually kind of happy that our focus is just this unified communications piece, because there's so much going on out there that it's difficult to do these in silos. It's difficult to have one team say, go replace my Legacy voicemail, another say look at my telephony infrastructure migration, and another say let's focus on business application productivity; because they're all so tightly tied together today that there really has to be some consideration in all of those. Of course, that's what the UC market is all about, unified communications. This is an interesting market. We've been in since before it was named that. The concept is fairly simply, though. You have many applications in your enterprise. They are all kind of purpose-built for one set of functions, but it turns out the capabilities of one would be very handy in another. Isn't there a way to leverage the things you have all together? We have a great telephone interface. Wouldn't it be good to give the telephone interface to your sales management package? Those kinds of connecting-together is what UC is all about, it's not an easy thing to look at. These charts get more and more complicated every time someone comes out with them. Basically, if you look at the key infrastructure providers in the communications market primarily we're focusing on, although we connect outside the communications market, what you find is there's a concept of "use your communications platform to enable all of your functionality, all of your other enterprise applications".
What vendors like us provide comes from our position of strength; in other words, somebody like Aviya, who's a phone system company looks at extending phone system out for unified communications. Someone like Cisco does a little bit of phones, does a little bit of collaboration as well. Everyone builds that package themselves. We're a little different in that we only have a small piece of this, so we focus specifically on taking our platform and enabling communications for all of the other functions. We don't compete as much with these other players as we augment their products. You can have a Avolve voice infrastructure and put our UC product in to extend it even further; the same with Cisco, you can have Link and put our product along with that. Multiple deliver models come with a fact we talked about multiple implication types; not every type is perfect in every market. As an example, our CPX product is great in premise, private, cloud and hybrid, but we had to have a completely separate product for public cloud. UC is different when you start putting different applications in different areas.
Today, we're just going to focus on CX, which is premise, private, cloud and hybrid version. We're now going to talk to you about a hosted version as well, just not during this call. But, once again, the name, unified communications is not new, but people are starting to change it to unified communications and collaboration, which I think muddies the market a little more. If you look at the latest Gardiner report, Gardiner is one of the industry analysts who tracks this area and has for a long time, they have 37 separate technologies in their UC plus communications survey, 37 different things. They are all sort of interactive, sort of inter-reactive with others but not completely. There's no way to claw it out exactly, but it's a fairly complex thing to look at. they added 14 new technologies in this year's survey alone.
As a result, you have this category that you really can't define very well, beyond that top level. Top level is easy; unified communications, let's tie our solutions together to give you better connectivity, more productivity by leveraging piece s of different solutions into a common application. It's made up of a lot of different technologies and companies. Interoperability is the key here. One of the things that Gartner says is the all-in-one package, the suite that gives you everything, while it look very attractive up front, ha the limitation that none of the point solutions are best in breed. If look at these suites and you look at one thing like unified messaging or speech interface, they won't be the best at that. They're kind of an average thing that this vendor tries to do to deliver everything, which makes you job harder. You have to understand the pieces you want, figure out who the players are, and then make sure they work together. Interoperability is half the battle in figuring out what you can do in your enterprise in terms of extending functionality. Not everybody is standards-driven. Some are only partially standards-driven. If you're buying a product today, even if you're only replacing your legacy voice mail, that product has a 7 to 10 year life, and you can be sure that within that time frame, you're going to want to extend that out with unified messaging and mobile communication and all these features. Even if all you're doing is replacing a legacy voice mail, you really have to be diligent and look at that interoperability piece, to make sure that product you're selecting will move forward with you.
We're all about interoperability because we're not owned by any of those large people. We like to feel that our market is everywhere. We should be able to walk into any customer and say "regardless of what your environment is, look at all the solutions we have for you." We start with that, of course, with the telephony market. We started as just a voice mail company 30 years ago, so hooking to phone systems was our meat and potatoes. It's what we've done; unlike all our competitors we still do all of these integrations, all native integrations. We looked at every phone system out there and no one else can say that. We do it in unique ways that kind of leverage the fact that we've been at this for 30 years. So, regardless of what infrastructure you have, you could be all Avia, you could be all Avia with some Norto, you could be NEC, you could have short tell, you could be putting new Cysco systems in, it makes no difference to us. All of the solutions we have work with all of the telephony products out there on the market today. It takes a lot of engineering work to do that but it just makes it so much easier to go out and talk to a customer without saying here are the five things you have to change to take advantage of our solution. There is never any discussion about rip and replace when you look at our solution.
You look at the latest example our connectivity, Link is a very popular product right now both in implementation and in discussion. For most people and I think the last numbers that I saw said 97% of Link installations are primarily instant messaging. People are trialing some of telephony connections, a few people are deploying it, and there is certainly a lot of talk about it. Well, we kind of look at that kind of market and say what can we do? Where do we add some expertise? So, we built what we call the Link intelligent gateway. There are lots of ways to enable your Link soft phone to call out on to the network and receive calls, but they are not very flexible yet, they're kind of new.
So, what we've done is built this gateway, where if you have our CEX system we'll connect to your PBX and once again, any PBX, any old PBX you have any new PBX, any five kinds of PBX, makes no difference what's on that side to us, we can connect to everything, and we'll serve as a gateway to Link. What this does is what any high level of Link does, you can make outgoing calls through your Link softphone and we'll route them out through the public network through your PBX, or you can receive incoming calls. We'll do the same thing, we'll route them to your Link client. The intelligent part comes from one of the things our engine offers, a very powerful find me follow me feature which lets you route calls to any of your devices based on rules and overrides, so what I've actually done for Link, I don't use it at my desktop here, I have a phone with a headset that I use almost all the time, but when I travel and I check into a hotel first thing I do is throw my laptop on the desk and get on network, make sure I have some connectivity, and then I pick up my phone and I call into CX and I say 'Change my availability to Link'. Now I sit down and I start to work and the next call that comes in for me comes in on my Link client. I now can make and receive free calls sitting in the hotel without worrying about my mobile phone and the expensive hotel bills, etc.
So that intelligent routing part is one of the things that we offer. So, this is how we approach such things. We do the interoperability piece and then we extend out our functionality to everything that we connect to. Our interoperability certainly doesn't stop from the telephony world, from the email side we've been doing unified messaging for 20 years, connecting email systems that aren't even around anymore. We certainly have all the standard connections for unified messaging like exchanging notes and group wise, but we also in light of the hybrid, split cloud models we're seeing. We also offer G mail integration, office 365 integration, basically in the cloud in your enterprise we have full support. We also do things like connect to multiple email systems. So, if you have half your people on exchange and half on a different I maps system that's not a challenge for us. You could have multiple exchange services and multiple domains, we can put in a single CX system in and handle that, or maybe you're looking at migrating out to office 365 and you have exchange today.
We can actually hook both exchange and office 365 up and you can migrate your users a few at a time. We're able to accommodate that with just a click of a button. So the interoperability piece has carried so much content in terms of how your future will look and how much easier it'll be, and how much more open the market will be for you to choose, to make sure the products you look at have that kind of interoperability today. So this is all about hyper available employees, and this is kind of an extension to mobility. This is talking about we need in today's financial world to have our employees be more productive, more responsive to our customers. All of that is more important than it's ever been before. Everyone's really looking at what can I get the technology to do to help me. Information week did a survey a little while ago and they went out to thousands of mobile workers, and by mobile workers these were workers who worked both at the office and travel kind of the hybrid typical mobile worker, and they said 'When we start talking in your enterprise about deploying these applications listed on the left, where is it important for that information to be delivered? What device do you want to make sure has access to those solutions that are listed on the graph; so, no surprise.
They should have been a couple of places, but primarily mobile. The mobile device, and while that shows a picture of a mobile telephone, that should be thought of as a more generic mobile device, including my iPad, my iPhone, my Android tablet, my Windows mobile phone, an internet kiosk, mobile in that broad sense of the word. That's what's important today. We all feel pretty comfortable at our desktop. We all have the tools that let us work. Our problem comes when we leave our desktop and we don't have those tools. The way we work doesn't function, and we become less productive and less responsive as well. This is kind of the story today. Mobility is all-powerful. It got very much confused by the whole bring your own device movement, where now we not only have to deliver it to a mobile device, we pretty much have to deliver it to all mobile devices. That's where we spend a lot of our time, both in engineering and product management, figuring out how we can do that, because the mobile people are the ones where you can get the most bang for your buck in terms of making them more effective by using unified communications solutions.
We have lots and lots of mobile applications. I guess our first mobile application was voice mail where you could call in from home and get your messages. Then, message waiting and pager notification. We just kept driving functionality in, and now we have a list. We're not going to go through all of these. We don't really have the time to do that, but suffice it to say we've been adding features for mobile workers to this product for 30 years. No one has the feature set that we have. It's just a matter of we were lucky, we started in the market when you could start with open applications, open servers, industry standard hardware, and we've leveraged that over the years.
We're going to look at a couple of these though, because they're kind of interesting and unique, and I think they'll give you a feeling for what you can do to make your employees more productive when they're mobile. As we said, from our point of view mobile devices aren't just mobile phones. We certainly have all the desktop extensions that we've always had; unified messaging from your desk and your email client, that's been in the product for 20 years. We've also extended that out though, because sometimes you're sitting at a computer and you can't use those clients. This may be a web connection for you from your house, from a hotel, from Starbucks somewhere. We extend out almost everything we do to web clients. We have an application that lets you manage your calls, manage your messages, all of that through an industry standard web piece. All of our web applications run on your web servers. We don't insist that you put a new web server in your environment. We are quite happy deploying them on your servers, whether they're IAS or Apache, or anything that runs PHP.
On the other side there, the voice user interface, we've always had a DTMF user interface. That's great sometimes, but the amount of time we all spend in our cars today and not being very productive, or at least not being safely productive, is very high. So, what we've done for that is added a great speech recognition interface into the product. This speech recognition interface lets you access your messages, listen to your calendar, create new appointments, or make outgoing calls to your contacts.
I actually log into this when I'm driving and I stay logged in almost the whole trip, because while I'm in there processing my messages I can also receiving incoming calls. I can prioritize very much like I do at my desktop. My day usually starts with me climbing in my car and dialing into the system. It says, "Hello, Neil. What would you like to do?", and I say, "What are my appointments for today?" I read my calendar to make sure I'm driving in the right direction, and then I say, "Get new messages." Then, maybe right in the middle of one of my messages that's important, I say, "Call back," and it will call the sender of that message. I can have a conversation, and when they hang up I'm right back in my messages.
For productivity in a hands-free, eyes-free environment, the speech interface is fantastic. But, that's not every environment. Probably the most typical environment, particularly if you're trying to look at where our unproductive time is, is sitting somewhere waiting. Sitting outside a customer's office waiting for your meeting, sitting at a Starbucks waiting to go somewhere, sitting in the airport, or sitting at home sometimes, and our mobile device has become our prime tool in that frame. For that, first we did some web applications. They were okay, but we really had to get behind the whole concept of building unique applications by device using the device interfaces so it looked like all the applications you had on your device.
We now have native applications for the Android product line and the IOS product line, focused primarily on phones, but they also work on tablets. We still have some web applications for people that have other devices, but the primary thrust has been for the iPhone and the Android phones. Which brings up the question, what do you use? Emily?
Emily:We actually do not have that poll loaded up.
Neil:Ah. Well, you know what? Maybe we'll have people, if they have a strong feeling about what they use or what they don't use, they can type something into the question board and we'll take a look at it towards the end.
Neil:It is interesting that if I go back five years, and maybe it's a little longer than that, I started asking people years ago, "So, what about mobile devices? What do you support?" And, let's say six years ago, it was, "We support this," and it might be Blackberry with a Blackberry enterprise server. Or it might be everybody uses their own mobile phone and we have no data connectivity. When I ask that question now and I say, "What do you support?", the people in the IT department throw up their hands and go, "What don't we support?" The bring your own device movement has really opened up the enterprise. Now, it isn't about what will I support, it's about how do I do it securely? How can I implement support for these devices and still feel comfortable that I'm the guardian of the network. That's the kind of discussions we have more often.
Knowing that, we built our mobile clients basically by implementing them in such a way they run on the device like any native client. They use the native tool kits for programming, and the apps are the ones you'd expect. First of all, there's a messaging app. Since we started as a voice messaging company, you certainly can get to your voice mail messages and play them. What we do is interesting, though. We don't download the messages. Most of our competition downloads some subset of the messages to the phone, and then if you need more you have to wait while they download. That's not really very productive. More than that, it leaves company data on that phone.
What we do is we download pointers to the messages, and when you click on the message we stream it. With even a standard 3G connection, there are no delays, it works fine, and it's more secure that way with an HTTPS connection. Pretty much anyone that's looked at our applications is comfortable with them being secure. You can do messages, you can place and receive incoming calls. There are a lot of things you can do here. We're going to look at a couple of them that are a little bit different just to give you an idea of how this application changes your productivity.
The first one we'll look at is probably the most interesting one, I think. We've had applications for a long time, like the speech application I talked about. I can take a new call. If I'm logged into my system and you call and ask for me, I will hear, "You have a call from John Tyler. Please say 'accept call', 'reject call', or 'acknowledge'." If I say "acknowledge," it will record a brief message and play it back to the caller, but I can move on. That's the kind of "I want to set a call back expectation, but I'm getting ready to walk into a meeting" functionality. We've had that for years. But, it doesn't do any good for one particular group of people, and that's people sitting in meetings.
Sitting in a meeting with your mobile phone, for years you've been performing the triage of important email, making sure your business isn't getting out of hand, and on the off chance that something really drastic comes up, you know about it and you can make that decision to step out and handle it or not. But for calls, you pretty much had to turn off the phone. You couldn't take calls.
What we now offer is visual call screening on the data channel on those devices. You put our native client in. When somebody calls for you, you get a popup. If it's an internal person or someone in your contacts, you'll get the name and the phone number, you probably have a pretty good idea of what it's about, and then you have those same options. You can take the call. If you hit "accept," you step out of the room, your phone is ringing, and you answer that call. If you say "reject," they go to voice mail. You also can do the acknowledge feature. You can hit "acknowledge," briefly pick your phone up, and say, "Yes, John. I'll be out to talk to you in ten minutes." Or, you can transfer it to another user, or if you're sitting in a meeting right across from your office you can hit "transfer to device," and by the time you walk into your office it's ringing on your phone. The ability to carefully monitor incoming calls just like you are email in a meeting comes from this client. It's unique; no one else offers this.
Likewise, you can do outbound calls. Now, certainly from your mobile device you can pick up your phone and call your customer. We've been doing that for years. We've figured out that what happens is they write that number down, and from now on all my calls from that customer come in on my mobile number, which gives me some control problems and maybe some cost problems. Particularly if I'm sharing it, if that's my personal phone, but I'm also using it for work, now we have these disputes over my phone bill and which calls are business calls. If you have our native client, you can make all the outgoing calls through our system.
What you do is, maybe you see a message from someone, or in your call log you see that someone called. You hit call that person. The data packet goes through the data channel and tells CX you want to call it. It does all the checking to make sure you're allowed to call that number. Then, your phone rings, and when you pick it up you can hear the outside call ringing. We've bridged that call through CX, so there's still a call on the mobile phone, but the outgoing call to your customer shows the CX number, not your number; which encourages them to call back in on that number, which means you then have the ability to control that with the call routing rules that we have. So, it's a great loop in terms of separating. And now you also have a report on our system, identifying all your business calls, separate from the personal calls you might have made on your mobile.
So, mobile number protection and the splitting of business and personal, this client accomplishes that. It's a great little client. It does mailbox settings, so I can change my availability settings. I can re-record my greetings. I can do lots of things. It's turning out to be very, very popular. The hands free piece, I talked about a little from the car. It gives me the ability to read my messages. I can listen to a voice mail from an employee and forward that to somebody in my contacts, all using simple speech commands. The speech interface is a very powerful tool for anyone that spends any amount of time in a car. I don't think people use it very much, except in a car. I certainly don't sit at my desk and try and speak commands into my telephone, because the graphic tools are really much better. But in a car, I find it indispensable, if I'm going to be in a car for any length of time. And a lot of this comes from the centralization drive.
Now, some of you might be single site entities and you haven't faced this, but for most people, even if it’s just three offices in town, three locations in town, at some point in time, you know, the concept of centralizing your data infrastructure was put into play, and you found that you saved money. The costs went down, maintenance costs went down, training costs went down, control went up. So, that centralization drive became stronger and stronger, and now you're looking at centralizing your infrastructure, as well. You might not be ready to fully centralize, to take out the old phone systems and put in new, but there is still some things you can do. And in this a centralization market, our architecture comes into play. We have a very unique architecture, we scale up to five hundred ports. We support multiple integrations, so I can have a single system, connect up to 10 different types of phones systems. We support multiple time zones and different dialing plans. And we have components, derivable components that go out on the remote sites. So, just this as an example as a simple customer picture:I can put the main body of the system and the main location of the data center. And, I can put components out in Branch Office 1, 2 and 3.
Now what I have with those components out there, is if I lose my network connection, basically the survivable components will keep that location working. It will answer calls, run all the call processing applications, take the messages, etc. So, when I start consolidating, I not only have a very cost effective way to do it, but I have a way that gives me a very high level of availability. We even support full geographic redundancy, if I had a back up data center, I can set up so if I lose my main site, the back up data center kicks in, and keeps everything running. So, when you look at consolidation, it's something you should probably talk to us about, because we do it better than anyone else. And that all leads to kind of the last piece which is, we do a really good job. You know, we ask you these questions in the Webinar and we talk to our customers after they buy our product. We have a user group. We get as much feed back as we can, because we need to understand what it is we can put into our product that helps people, and obviously encourages them to buy the product. But, every now and then, we come across things that, they are not generic.
They're not something that everybody wants, and it really doesn't make sense for us to put it in a product to maintain it, because not enough people will use it. That doesn't mean it's not valuable, it means we need to find a different way to create that solution, and we do that. If you look at very basic apps, and we talk about Level 1, things that everybody uses. Well, then we will put that into the product and that includes unified messaging, and the mobility pieces we talked about, those are all very broad applications. They appeal to everyone and it makes sense for us to develop them. At a higher level, people asks us for things that are a little unique, and we don't want to put them in the product. It doesn't make financial sense. But what we do support, is building those applications custom. We have a set of custom programming tools that let's us build custom applications that leverages the strength of the product. So, if you think about the things the product does, it makes calls, receives calls, takes messages, accesses messages. All that functionality is exposed in a set of tool kits. And, we are glad to talk with customer about increasing their efficiency of the business process, with our platform, on a custom level. And, that can mean that we actually write a custom application for you, or you simply purchase a tool kit, and you use your own resources to write those applications. We support both business models. To help people understand this concept, we wrote a custom app, and showed it around. It was so popular it became part of the product. So, we have something called Notify Express. Notify Express is an outgoing call campaign management application. It uses our UC Connect, our custom engine, but it's written in packets, and available for purchase. The easiest way, I think, for us to explain this, is the outgoing call notification that happens in most doctor's offices. Most hospitals and doctor's offices, starting about 2:00, there's a couple people on the phone calling out saying, "Hi. Listen, this is the hospital. We're just verifying you know you have a doctor's appointment with so-and-so tomorrow at 2:00. Are you going to be there? Oh, OK. Thanks." We've seen industry studies that say 40 percent reduction in no-shows from making those calls. So, it's something I think everybody probably does. It's an easy thing to take the capabilities of the CX product, making outgoing calls, delivering information, and create an app like this.
With this app, the administrator, instead of having to have a bunch of people calling, create a text file with the relevant information, and schedules a 2:00 call campaign, and the [??] come off hook, they make the calls, and they basically deliver that same information. Including the ability to let them transfer to somebody to reschedule, to take a message for somebody. It's very flexible even though it is a canned application. That's just an example of the kind of application you can write with our toolkits. It goes far beyond that into the more typical information access. The IBR Market, as it used to be called.
That's a standard function with our toolkit. You buy our toolkit, and you can write the kind of applications you see here. In fact, all of these are applications that we have out at various customers. This is kind of the last level of discussion we have with people. You have unique problems. We can build unique solutions. They're unique enough they won't ever become a basic part of anyone's product, but they might be important enough for you to take a look at, and to want to deploy. And now, we'd like some questions.
Emily:OK. So, we have a few questions. First of all, there was about three different people that were asking if the PowerPoint was going to be available. We will have that available for download. We will be sending you an email with the Link to download the slides. That will be available for everyone after the webinar. First question, Neil, is how do you support communications-enabled business process capabilities?
Neil:The communications-enabled business process kind of category name is what we call business process. Communication-enabled business process is the piece we talked about last, which is our ability, with custom development toolkits, to either write you custom applications. Let's say, as a different example, you have a portal for your employees, and they spend all their time there, your office employees. While they can go over to our Web site and get their messages, and they can go over to their phone and make calls, what you really want from a portal is to integrate all that. Using our toolkit, you can take the voice message piece, and put it into your portal. You can build Click to Call functionality. From that portal, they can start leveraging what the CX product does. Those are the typical CEBP that you would see people do, and we definitely can do that with our development kits.
Emily:Great. OK. The next question is does ADST have a specialized application for hospitality?
Neil:Not with the CX product we're talking about. We have another product line, the Repartee product line, that has a full set of, not only features, but PMS interfaces. You definitely could talk of that. It's not available on the CX, but it is available on the Repartee product.
Emily:OK. The last question, we are a current customer, can you tell me more about Web Phone Manager capabilities?
Neil:Sure. Probably, you already have Web Phone Manager, not installed necessarily, but it's if you leave off the access to messages piece, all the rest of it is a free function. When we ship the system to your vendor, on the DVD was the Web Phone Manager application. Unless you're 25 software levels behind, which I don't think anyone is, you basically can engage your vendor to come out and install that for free. If you want to also access messages from that, then you need unified messaging licenses, which you may or may not have. That's something else that your vendor can put in place for you. We found, particularly in the early days, telephony vendors were not always all that interested in working with the data departments to get that kind of application deployed. It often didn't get deployed in early systems. But, you do have the right to it, and all you need to do is get your vendor to come out and put it in.
Emily:Great. OK. That looks like that's all the questions we have now. We'd like to thank everyone again for joining the webinar. Neil, did you have anything else that you wanted to say?
Neil:Once again, it's a lot easier for us to set aside our time and do this as something we focus on, than it is for you to pull time out from your day. Hopefully, you find these things worth it, and hopefully, you'll let us know either yes or no. If there's things we don't cover, let us know, we'll put something together for you. If you think they're too deep, you think they don't go deep enough, that feedback definitely influences what it is we present. I'd like to just thank everybody.
Emily:Thank you, everyone. We hope to see you again on the future webinar, and have a great day.