Manage your response. Inform your people. Make it happen. IBM Crisis Management Services Incident Communication Services

Transcription

1 Manage your response. Inform your people. Make it happen. IBM Crisis Management Services Incident Communication Services

2 During a critical situation, normal lines of communication may fail when you need them most. IBM Incident Communications Services powered by Whispir supercedes manual call trees with the objective of reducing the time taken to communicate, and the risk of incorrect messages being transmitted, at every phase of the communication lifecycle. Incident Communications Services powered by Whispir facilitates streamlined and accurate collection, distribution, and management of information during a crisis to aid a rapid and effective response by your organisation. When every second counts, Incident Communications Services powered by Whispir allows you to act faster, and better manage a situation as it evolves. Should a situation escalate it helps you maintain command, so your decisions can be more considered, rather than driven by adrenalin. Access Instantly respond to and manage an unanticipated event using mobile phone, and voice calls. Incident Communications Services powered by Whispir helps you maintain control of your communications. At a glance, Incident Communications Services powered by Whispir gives you a complete view of the communications for a situation and makes it possible to track your progress through the recovery and restoration phases of an incident. Transfer Fully hosted, and available across internet, mobile or terrestrial communications networks, the escalation, intelligent routing and availability tracking capabilities of Incident Communications Services powered by Whispir help to ensure that communications make it to their intended recipients. Delivery With , SMS and voice communications, getting the message through is simple. During communication through this service, relevant information is available to anyone logged into the secure application which provides: A coordinated view of all communications across any group, business unit or event in scope of the service. Status reports on the unfolding situation. The ability to better evaluate the situation, make assessments and prioritise actions. Improved ability to monitor teams, processes and situations. Full audit trails which time stamp all messages sent. Highlights Immediate communication. Multi-channel messaging via , SMS and voice enables rapid communication. Empowers managers to securely collaborate and coordinate responses across organisations and locations. Allows field personnel critical access to a complete view of timely information from remote sites and locations. Improves communications response times. Enables real-time analysis and resource allocation via reporting tools and audit trails. Increases accuracy of communication and reduces the likelihood of human error affecting communications during a crisis. 2

3 Key Components Two-way communication Reach your audience anywhere, anytime, and gather real-time data on communications status as critical situations unfold. Automated multi-media messaging Gain maximum flexibility with notifications to voice or text-enabled devices, including fixed and mobile phones, pagers, wireless devices, personal accounts, and more. Detailed auditing and reporting Real time auditing with a detailed transactional log listing received, sent and pending notifications. Important for enterprise records and compliance obligations, the reports offer simple summaries, plus fully detailed breakdowns of the notifications on a user-by-user basis. These include time stamps for each mode of communication and at every stage of the communication lifecycle. Streamlined contact management Update contact information easily and swiftly. Data can be imported and exported to systems, directory services, HR systems, CRM systems and Business Continuity or Disaster Recovery planning systems. This helps to ensure accurate and complete contact lists are always available when you need to access them. Multiple means of access In the event you can t access the service via the web, you can access and initiate communications from any SMScapable mobile phone, while comprehensive operational features can be accessed from wireless enabled mobile phones, smart phones and PDAs. Security and access controls Optional role-based delegation of permissions to control who can view and administer contact information, and initiate notifications. Collaboration Collaborative workspaces offer flexible security controls for organisations to create teams of users based around business units, departments, crisis response teams and geographies, and to control which data and functionality each user can access. Multiple organisations who use this service can dynamically share a workspace in order to structure, manage and coordinate their collective crisis response.

4 Foundation modules Communication Any channel, any device Collaborative workspaces for all comms SMS text notification SMS based invocation SMS message alerts messaging notification based invocation attachments Long and short form messages Scheduled messaging Multi-channel message templates Message threading Supports 500+ international networks Management Customisable role based permissions Collaborative frameworks Import and export contact data Secure, hosted and managed ASP service Multichannel via Web, PDA s and all phones Profiles Automated message delivery Escalation by message channel Escalation by message recipient Automated message reporting Availability tracking Reports Customisable reporting interface Ability to export reports to Microsoft Excel Shared messaging views and reports Real time status and audit trails Exception reporting for messages that have been sent but not received Optional modules Call In Send messages via a voice menu Customised IVR Supports 1300, 1800 or 0800 lines Record natural voice messages Secure PIN or public access Call Out Voice messaging notification Call bridge and call conference (third party) Secure PIN message delivery options Confirm messages via touch tone or voice Customisable intro and message content Connect Automated contact management Link to ERP, CRM, HRM and BC tools Standards based SOAP integration API s Customisable to suit business rules Full logging and reporting of all data exchange Mobile Message initiation from mobile phones View contextual inboxes and send messages Access workspaces, templates and distribution lists Supports 3G, NextGen, GSM and CDMA technologies Set message delivery rules in real time Text In Send SMS to predefined distribution lists Private number for authorised senders only Public numbers for use by all Full logging and reporting for all messages 4

5 Manage the Communications Lifecycle Send messages to multiple networks , Voice, SMS, Mobile Data or Web 2 3 Intelligently notify available people Route messages to at hand devices , Voice, Mobile Data and Web Real-time audit trails and reporting Reduce risk, assist compliance 1 An event occurs Rapid response required 5 4 Smarts/PDAs, Mobile PCs, Office PCs, Mobile phones, Landlines, Satellite phones Contacts are notified in an instant With confirmed receipt and response times Executives, Managers, Employees, Customers, Suppliers, Partners, Agencies Why IBM? IBM s Business Continuity professionals team with Whispir to help ensure communications are available when they are required, and available across multiple communication channels including SMS, and voice. IBM Incident Communications Services powered by Whispir provides the mechanism to help you communicate quickly and clearly to maintain command. For more information To find out more about Incident Communication Services please contact your local IBM sales representative or visit: ibm.com/au/resilience 5

6 Copyright IBM Australia Limited ABN Copyright IBM Corporation All rights reserved. TRADE MARKS: IBM and the IBM logo are trade marks or registered trade marks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trade marks or service marks of others. Whispir, Whispir Platform, Manage the Message and the Whispir Logo, are trademarks or registered trademarks of Whispir Limited and/or its affiliates in Australia and certain other countries. IMPORTANT PRIVACY INFORMATION: If you would like to request access to or correction of your details, or if you prefer you or your organisation not to receive further information on IBM products, please advise us on (Australia) or (New Zealand). MI 34297