Converged's services are based on the Avaya converged IP platform, combined with software developed by Converged and its partners to further leverage that power. The Avaya platform is the leading business phone system in the world, used by 90% of Fortune 500™ companies and many of Australia's top companies such as Qantas, Westpac, IAG, St George Bank, GE and HP. It is both a traditional and IP telephony platform combined. This allows us and our customers to migrate to IP at a rate that suits you.

Converged has sourced and developed phone application software that brings this power to mid size companies on a network delivery model. We've combined that with some smart billing software and the best Outlook™ telephony interface we've seen (AOL Time Warner bought 10,000 of them). This combination of hardware, software and network services provides a powerful, flexible and expandable business phone service that is second to none.

Every Converged customer gets their own dedicated systems. Unlike most other service providers and telcos, we do not provide our services on platforms shared by everyone. This was a conscious decision that enables us to provide you with the maximum business functionality and security. It is impossible for shared systems, by their very nature, to do what we do. We give you fully customised solutions that allow you to configure how your communications are routed and treated, with full management reporting. A carrier would find that very difficult to do on shared infrastructure because it would allow you access to the core of their network. Likewise, every carrier soft switch we have seen has only a fraction of the business functionality that Converged offers.

Our communication servers are housed at our partner's carrier grade hosting centres, with media gateways at your premises. Our service, including the link from you to us, is engineered to provide the Quality of Service that we agree with you. The minimum is the equivalent of the public switched telephone network. If required, we can provide redundant ISDN links and emergency phones for service in the event of power or access link failure. We can provide emergency call notification either as part of the service or on emergency phones.

The applications currently offered by Converged are business telephony and multi-channel contact centre services. The services provide coherent, integrated support for:

Fixed telephony Mobile telephony Email SMS Instant Messenger Web chat Integrated Voice Response (IVR) Computer Telephony Integration (CTI)

Patented skills and fairness based routing algorithms across all channels Single aggregated multi-media store and treatment engine Virtual contact centre Remote (eg home) agents Single queue across multiple contact centres and remote agents Queue to skill across all agents

Through open APIs we can integrate our customer contact functionality with your in-house IT systems to enable agents to see full customer data with all in-bound and out-bound communications. The applications are fully integrated with Microsoft Windows™ desktop and business applications such as MS-SQL™ and MS-CRM™, and have been integrated with other major business CRM systems such as Siebel™, SAP™, Goldmine™, Heat™ and Onyx™.