GEMATECH

Digital Telecommunications Technology Company

The GemaTech Group specializes in the design and development of digital telecommunications technology providing innovative solutions for emerging markets including virtual call centers, intelligent hot desking, business continuity, secure call recording.

GemaTech`s philosophy is to work closely with their end-user customers, and channel partners in the design and development process to ensure that the products and solutions that result meet the specific needs of the end-user and are able to demonstrate and deliver a measurable and quantifiable return on investment (ROI).

GemaTech`s Mission Statement

To develop and market leading edge, innovative solutions for the, Business Continuity / Disaster Recovery, Virtual Call Center, Remote Worker, Help desk, Customer Relationship Management and Least Cost Routing markets.

Our current product range includes:

Disaster Recovery for Telephone Systems
Business Continuity Manager - Totally revolutionary ACD functionality

Call Center Solutions
Remote Service Manager - The world`s first truly integrated Virtual Call Center system

Digital Least Cost Routing
GemaTech`s LCR - The worlds most advanced ISDN-24 routing system

GemaTech invests in and commercially develops leading edge tele-business products that solve today`s key communications challenges.

GemaTech`s Philosophy

With customers placing ever-increasing demands on companies for instant access and service on a 24x7 basis, the search for cost effective technological solutions to deliver that range of services is becoming paramount. Every company is looking for that competitive edge, that little bit extra that sets them above their competitors.

GemaTech`s solution to these ever increasing demands is a combination of innovative, leading-edge technology and social engineering, which delivers the vision clearly defined above, by adopting three key deliverables.

Virtual: The ability to work any time, from anywhere, on a global basis with the same functionality and access to centralized databases and IT infrastructure as if you were working in a conventional office.

Flexible: The ability to comprehensively monitor, manage and make changes, quickly and easily, real time, to the call management plans as circumstances dictate - from anywhere in the world.

Affordable: The ability to provide a solution within the financial constraints of the client i.e. if a client wishes to benefit from GemaTech`s technology there will be a way for them to afford it.

Product Range

DISASTER RECOVERY FOR TELEPHONE SYSTEMS
Business Continuity Manager

CALL CENTER SOLUTIONS
Remote Service Manager

DIGITAL LEAST COST ROUTING
GemaTech`s LCR

Strategic Partners / Dealers

GemaTech have forged close working relationships with the following Strategic Partners who have developed complimentary products and/or services to the Gematech product range.

Cervalis is a premier provider of Business Continuity and Rapid Recovery, IT outsourcing and secure Managed Services that enables higher business resilience and accelerates the way companies meet their business objectives. Cervalis offers high availability, world class operations centers and customer support with the technology needed to scale complex environments. www.cervalis.com

Voice Continuity Services (VCS) are located in Phoenix Arizona, VCS focuses on the delivery of hosted solutions that are affordable and easy to implement. Using GemaTech technology, VCS allows companies to back up their current call systems at low cost or to provide always on solutions for the distributed workforce. VCS provides their service from a world-class protected data center and handles customers on a national basis. VCS works for businesses of all sizes. www.voiceserv.com

Stratice Solutions delivers customized service solutions to manufacturers, distributor, resellers, third party service providers and multi-national corporations. Stratice Solutions selected GemaTech to provide telecommunications solutions to deliver high-quality service while controlling costs for operating environments, voice recording and business protection. Located in the Chicago area, Stratice Solutions offers their clients over 25 years of industry experience and an ``out of the box`` approach to service delivery and customer satisfaction.www.straticesolutions.com

Click here for more information on Disaster Recovery for Telephone Systems
Click here for more information on Call Center Solutions

Click here for more information Digital Least Cost Routing

Remote Service Manager

The Remote Service Manager provides the functionality of a highly sophisticated Call Centre without the traditional restraints of Automatic Call Distribution Systems (ACDs). With the flexibility to locate agents and supervisors anywhere, the Call Centre can be distributed across several offices or homes. The Call Centre operator can make substantial office savings and the pool of available talent, from which agents are recruited, is no longer restricted to those living within commuting distance.

The principle behind RSM is simple; the system extends the office, or Call Centre, to remote offices and homes.  By intelligently managing the routing of calls and computer networking, RSM allows a remote worker to be part of the same system as workers on a new or existing system.

GemaTech`s Remote Service Manager (RSM) is a powerful, flexible and fully scaleable (5 - 30,000 concurrent calls) remote automatic call distribution system (ACD) which effectively enables the call centre to travel to the skills base rather than force the skills base to the conventional call centre whilst providing comprehensive remote monitoring and management capability.

Remote Service Manager

The GemaTech`s Remote Service Manager lets you route calls to skilled staff wherever YOU want to site them or wherever they want to work from. Whether you want to route calls to remote offices, teleworkers or across multiple Call Centers, the RSM lets you manage remote locations as if they were one.

Using dial-up connections to your agents` phones, RSM delivers a Virtual Call Center or Help Desk, which your customers perceive as one highly professional operation - whether your agents are working at home, on mobiles, or in a number of distributed offices. The RSM effectively creates the environment for a truly global Call Center.  In short, the RSM is a highly sophisticated ACD system, designed from the ground up for remote workers.

If you have a temporary need for more staff, RSM can work in parallel with your existing call center to direct your customers to temporary sales staff or teleworkers.

If you need to add Automatic Call Distribution (ACD) to your existing telephone system the RSM can provide high-end ACD functionality at a low end price.

Leading-edge technology means that the agent`s location is invisible to your customers, who just appreciate the swift response and efficient customer service you provide.

Traditional Call Centre

By intelligent use of the standard telephone network, The Remote Service Manager extends the office phone and computer systems to remote homes and offices whilst providing the functionality of a sophisticated ACD. This does not simply reduce the need for traditional office space but can completely remove the need for a central office creating a true ``Virtual Office or Call Centre``

The Virtual Office

The Virtual Office shows a typical RSM application where the entire Call Centre is ``virtual`` requiring no central office but tying workers together in an intelligent, managed, fashion.

As the connection to remote workers is over standard telephone connections, rather than expensive dedicated fixed links, telephone costs are kept to a minimum.  RSM further reduces communications network costs by only creating a telephone connection as and when it is needed thereby extending

To manage and supervise remote workers, RSM includes a full set of supervision, management and scheduling tools. Under the Remote Service Manager any operation is able to take full advantage of the flexibility of remote workers whilst retaining control over personnel performance.

A powerful aid to sales success
RSM has many advanced features to ensure that all phone calls are successful both for your customer and your company. Calls can be routed to your very best sales people first. And calls can be distributed to each customer`s own regional area, to provide the benefit of familiar accents and local knowledge.

With easy to read graphics analyzed on a spreadsheet or via the Internet, you can set up individual call plans for each agent, specifying which times of day they are available to take calls and when they are not.

Cost effective and scaleable
The RSM system connects to your agents` normal telephones or mobiles, using dial-up connections rather than leased lines. So there are no fixed costs and your remote services can be up and running in no time.

One RSM supports up to 2048 home workers or agents and can receive up to 120 simultaneous calls per unit. More RSMs can easily be linked together to accommodate more agents as your business grows.

Remote access facilities for diagnostics and configuration further minimize the costs of your company`s geographical distribution.

Advanced call centre management
RSM`s management information screens are very easy to use, to help you ensure that your agents are answering calls as they should and that your company`s resources are operating at maximum efficiency. Live call statistics are available for both incoming and outgoing calls and call statistics can be viewed as easy-to-read graphics or analyzed on a spreadsheet.

Different sales areas or cost centers can be serviced by different call-in numbers and information to assist your agents such as CLI, sub-addresses, and network addresses is passed to the agents` equipment.

Remote diagnostic facilities allow you to manage the RSM from any remote site.

For companies of all sizes
GemaTech`s RSM is fully scaleable and can provide a Virtual Call Centre/Help Desk for as few as 5 simultaneous call seats up to a maximum of 30,000

You can benefit from the cost advantages of RSM whatever the size of your company. Large companies appreciate RSM`s ability to match a complex mixture of resources and needs. Smaller companies benefit from the cost-efficiencies of a teleworking operation and RSM`s use of dial-up connections.

Stay one step ahead
RSM is the breakthrough that makes the virtual call centre a practical reality. Take advantage now, and stay one step ahead of the competition.

Business Benefits

• Individual End User management removing the need for a conventional (and complex) PABX to have to be re-programmed to affect call plan changes.
• Flexible ACD functionality allowing a manager to monitor an invocation `real time` and to manage the situation the situation by making changes to the call plan - all as the `disaster` unfolds.
• Ability to effectively and seamlessly distribute 100% of incoming calls to 100% of employees who may be re-located anywhere to work (probably at home) in times of an invocation.
• Ability to share a system across multiple users making it ideal for bureau service offerings or as a service enhancement from telephone operators.

Business Continuity Manager

GemaTech`s BCM is the first, and (to the best of our knowledge) the only system currently available delivering a credible Disaster Recovery/Business Continuity solution for both conventional businesses and call center switches enabling 100% of your workforce to be fully operational, including intelligent call routing of individual Dial In Direct numbers (DID`s) to any remote location, minutes after disaster strikes... a totally unique solution available in the marketplace today.

GemaTech`s business continuity products (BCM) deliver arguably the only credible business continuity solutions for both conventional businesses and call centre switches in that they can instantaneously re-route all of a company`s incoming calls enabling 100% of the workforce to be fully operational minutes after disaster strikes!

GemaTech`s BCM provides a solution to deliver instantaneous and seamless re-routing of all incoming calls received via your telecommunications system on an individual DID basis to any alternative location of your choice. Available to both conventional businesses and call center operators, truly instantaneous ``business as usual`` continuity planning can now be delivered should your existing telecommunications infrastructure fail for any reason – fire, flood, gas leak, road work, access denial, and any other event you might think up.

Business Continuity Manager

``A disaster is any unwanted significant incident which threatens personnel, buildings or the operational structure of an organization which requires special measures to be taken to restore things back to normal``

Keep the lines of communication open. In the event of a natural or man made disaster such as fire, flood or theft would your business be able to keep talking? With Business Continuity Manager, it would.

The costs of any breakdown in telecommunications can be huge and the impact on lost sales and damaged customer confidence can be disastrous. It is therefore vital to have a full business continuity solution for your telecommunications, just as you may have for your IT infrastructure.

Up until now the cost of standby telephony has been prohibitive for many call centers and for many other companies that rely on the telephone, but now Business Continuity Manager (BCM) from GemaTech provides the breakthrough. BCM uses dial-up connections to provide a business continuity solution that is both affordable and secure.

BCM is the first, and (to the best of our knowledge) the only system currently available to provide true telecommunications recovery in the event of a disaster for any (in effect most, if not all) companies reliant upon their telecommunications system. Based upon GemaTech`s ACD technology, BCM provides an unprecedented level of management, flexibility and control for organizations who are intent on protecting their `Image` in the event of a disaster.

In the event of a disaster, BCM takes all the incoming calls for your business and redirects them to the right people, whether they are at home, on a mobile, in a branch office or at any other location. This rerouting is transparent to your customers, who will think that it is business as usual.

The GemaTech Business Continuity Manager ``BCM`` is the world`s first cost effective solution for the intelligent management of Telecommunications services during a disaster affecting business.

 The BCM builds on the existing disaster recovery services available from traditional telecommunications systems and provides intelligent, on-line, management to provide continuity of communications.

 The principle behind BCM is simple - the system takes diverted call traffic, which has been re-routed by standard ``divert on failure`` systems, and intelligently re-routes each call on an individual basis.

 In the event of a telecommunications failure, traditional digital telephone exchanges are designed to manage the re-routing of telephone (or data) traffic on a trunk by trunk basis.  This implies that telephone connections are being re-routed in groups of 30 or more channels. In a typical system these 30 channels can be transporting calls to up to 150 individual connections, each with a unique number (Direct Dial Inwards or ``DDI``). Because of the complexity of managing each individual user`s requirements, the re-routing of telephone traffic on a call by call or number by number basis is not easily supported on traditional digital telephone exchanges.

 The BCM takes the management of individual calls away from the central telephone exchange and places it were it is best supported and most needed - with the end user.

Least Cost Router

The Least Cost Routing, or LCR, unit from GemaTech is the first primary rate ISDN router with all the functionality of existing analogue routers - and more.

With an install time of less than 10 minutes, downtime of less than 10 seconds and no on-site programming the LCR is the first ISDN-30 router to fully support all types of ISDN-30 call including voice, data and video-conferencing.

Using sophisticated signal processing technology the LCR can route calls over any network and is cost effective for all ISDN-30 customers. Not just those with a problem.

GemaTech`s LCR has all the routing features you need to capture the most profitable calls. For example, you can use LCR to route your customer`s long-distance or international calls via you, while routing their local calls via the default carrier.

GemaTech`s secure call recording products (SVR and SVRLITE) are trunk side voice recording products which record all incoming and/or outgoing calls incorporating a number of unique selling points including full duplex (stereo) recording. Supervisors and/or managers have the ability to monitor and manage these calls by listening in, live, and also locating past recordings quickly and easily from anywhere in the world using a standard web browser and being able to play it back, in stereo, from the laptop.

Least Cost Router

The GemaTechTM Least Cost Router (LCR) is an intelligent unit which monitors all of your customers` telephone traffic and ensures that telephone calls are routed across your network in the most appropriate manner. Suitable for customers with 6 or more lines (delivered via an ISDN-30 connection) the GemaTech LCR can also log all calls into and out of the customer site providing output for full local statistical reporting and customer calling details.

Using the latest sophisticated digital technology this is achieved without expensive, difficult to install, computers whilst still allowing complete remote control and configuration of Customer Premises Equipment (CPE). With an install time of less than 10 minutes, and full remote download of configuration information, the LCR massively reduces the cost of connecting new customers whilst keeping service disruption to an absolute minimum (typically a service break of less than 30 seconds).

The LCR sits between the customers existing phone system, normally a Private Branch Exchange (PABX), and the connection to the existing direct operator. When the customer makes a call the LCR looks at its destination then decides how to route it:   

• If the call is to be least cost routed using a single stage call set up access code (1XXX or 1XXXX), then as an option, any existing least cost routing codes can be removed, and the desired code added before the call is routed on.
• If the call is to be least cost routed via a free phone or local access number, a two-stage call set up is initiated and the call re-routed accordingly.  A two stage call can be triggered either as the default for all calls or as a fall back should a call using a single stage access code fail.
• An exclusion table allows undesirable traffic, e.g.: local calls, to be routed using the existing carrier. 
• If the call fails to complete because of network problems then  the LCR automatically tries alternative methods. E.g.: a call which detected network problems using an access code can try a free phone set up and failing this a direct call. 

All calls that go through the LCR, including calls not re-routed and calls not competed, either incoming or outgoing, are logged to record:

• Calling ID
• Number dialed
• Routing used
• Time & Date of call
• Duration
• Type of call (voice, data, videoconference etc)
• Error/performance statistics
• Time to answer incoming calls
• Cost Centre Code (if provided)
• Trunk/Channel number
• Sub Address or MSN 

This call log is provided as an LCR output for direct connection to a local call-logging platform. In later releases of the LCR software these logs will be stored onboard the LCR and down-loaded for remote analysis or made available directly to the customer as a web page on a corporate Intranet providing local, on-demand call statistics and analysis.

 To simplify the management and maintenance of remotely located LCR units, GemaTech provide a Management Interface for the Network Database, Elements and Remotes ``MINDER``.  The MINDER is normally located at the operators network operations centre or at the installer`s site.

 Based on a Windows NT Server, MINDER maintains a database of each LCR its location, CLI, serial number and unique configuration table.  Using MINDER the operator can remotely monitor, configure and control remote units without the expense of site visits. Any changes made to the LCR configuration are operational immediately (for all subsequent calls) and do not require re-booting of the unit.

 The LCR can be configured to report in to the MINDER for a status check on a regular basis and the MINDER can alert the operator when a unit fails to report in. The MINDER can also be configured to regularly poll each unit for a status update.