Netsmart Systems, Inc. ©

1. UNIFIED COMMUNICATIONS (UC) PLATFORM

All Your Business Communications – Integrated, Efficient, and Reliable

Wherever work takes you, a better way to communicate needs to come, too. With our intelligent UC platform, a full office communications suite goes wherever you go.

Our UC platform combines a featurerich business phone system with video meetings, chat, business texting, contact center, file sharing, and more, with integrated mobile and desktop apps that allow for wherever, whenever communication. And with our UC, they are all available on one integrated, secure, reliable, and easy-to-use platform.•

• PHONE SYSTEM AND HARDWARE: Cloud-based phone service offering 100+ enterprisegrade

calling features and excellent network call quality and uptime. System configuration

and call reporting managed from a single web-based portal with built-in Spam Call

Protection. A variety of plug-and-play devices available, pre-configured to cater to your

business needs.

• MOBILE + DESKTOP APPS: Our UC App transforms smartphones and computers into

essential collaboration tools with calls, chats, texting, video meetings, advanced voicemail

features, and presence awareness.

• VIDEO MEETINGS: Secure 720p HD audio/video meetings from a conference room

or remotely with screen sharing, interactive presentation tools, and an intelligent virtual

assistant for transcriptions and meeting insights.

• CHAT + SMS: Real-time internal chat with direct, private and public channels, as well as

convenient SMS communication with customers.

• AI ASSISTANT: Increased productivity using Generative AI to access information more easily

and help with daily tasks right within the mobile and desktop app.

FILE MANAGEMENT: Seamless file access across devices with user control, real-time backup, quick recovery, and up to 200 GB per user of file storage.TRIPLE SHIELD SECURITY: Protection for users and data from potential cyber threats with our secure datacenters, certified security team, encryption, password management, and 2FA.

2. ADVANCE CUSTOMER COMMUNICATIONS

Resolving customer needs at scale takes a solution that can help you work intelligently to effectively meet customer expectations.

Our AI-powered customer experience solution helps businesses of all sizes drive more responsive, informed, and engaging customer interactions. Connect with customers across the communication channels they prefer, using our easy-to-use solution for customer care professionals, supervisors, and administrators – anywhere, any time.

Customer Communications Included with our UC Platform:

SMART CALL QUEUES: Send inbound calls to a queue rather than a busy signal.

Communicate current wait times and their position in the queue to reduce dropped calls.

• ADVANCED HUNT GROUPS: Assign groups of employees to manage inbound calls and set up automated call distribution to quickly connect customers wit h employees • REAL-TIME DASHBOARDS: Track live performance data against your service level agreement (SLA) including total active calls, calls in queue, average hold and handle time • CALL MONITORING & REPORTS: Let managers monitor customer calls, whisper to the employee, and take over a call. Use historical reporting to track employees and call performance.

3. AI-POWERED CUSTOMER INTERACTIONS WITH CONTACT CENTER

We enhance the customer experience at every stage—before, during, and after the interaction—with AI-powered tools that boost responsiveness, personalization, and efficiency.

Before the Interaction:

Prepare for success with smart tools that proactively manage engagement and reduce friction.

• OMNICHANNEL COMMUNICATIONS: Support voice, webchat, SMS, email, and WhatsApp from one interface.

• AUTOMATED CUSTOMER OUTREACH: Deliver proactive notifications and follow-ups via text, email, or voice

• SELF-SERVICE VOICE & AI CHAT: Allow customers to resolve requests like hours, balances, and payments without agent involvement.

• CRM INTEGRATIONS: Connect to your system of record to inform call routing and personalize interactions.

• INTELLIGENT CONTACT ROUTING: Route customers to the right person based on their input and business rules.

During the Interaction:

Empower agents and supervisors with AI-driven tools that enhanc e live interactions and optimize outcomes.

• SINGLE APP FOR ALL COMMUNICATIONS: Let frontline employees manage customer conversations and team collaboration in one interface.

• AI AGENT ASSIST: Real-time transcription, live sentiment analysis, and instant access to business-specific knowledge via a chat-based assistant

• MICROSOFT TEAMS EMBEDDED SOLUTION: Seamlessly deliver Contact Center

capabilities within the Teams interface.

After the Interaction:

Unlock valuable insights and maintain compliance with automated analysis and archival tools. • AI TRANSCRIPTION & REDACTION: Post-call automation of transcripts and redaction of sensitive data (PII, PHI, PCI) for compliance.

4. ADD ARCHIVING FOR UC AND CONTACT CENTER

Protect your organization’s interactions and leverage intelligence.

• AUTOMATED DATA CAPTURE: Captures and

retains call records, voicemails, chats, SMS messages, video meetings, emails and more without administrative or user action.

• FAST, POWERFUL CONTEXTUAL SEARCH:

Indexes both content and metadata using dozens of properties for fast and easy searching.

• SEAMLESS INTEGRATION WITH UC AND

CC PLATFORMS: Designed to be deployed in minutes to enable compliant retention of employee and consumer UC and Contact Center communications.

• RETENTION: Stores data for as long as the business case requires with retention options ranging up to 10 years.

• REGULATIONS AND COMPLIANCE: Supports HIPAA, FINRA, and MiFID II compliance programs with optional WORM tamper-proof media storage to comply with SEC Rule 17a-4.

• SECURITY: Securely stores and encrypts data in transit and at rest with multi-factor authentication and role-based access control (manager/personal access) to protect access and limit export to authorized users.

• EDISCOVERY AND LITIGATION SUPPORT: Apply legal hold to override retention periods and utilize workflow and export features for all case documents. • DATA RESIDENCY: Complies with US, Canadian, and European geographic data center location requirements. • DATA RESIDENCY: Complies with US, Canadian, and European geographic data center location requirements.