Telecommunications

Whether your business is based on a single site (and would benefit from a simple solution) or a multi-site operation employing numerous people operating both on site and remotely, our qualified technicians will provide a system to suit, both technically and financially.

When we evaluate your needs, our unique promise is that we will give you the facts, and honest, dependable advice to ensure that we provide the correct application, allowing you to drive your business forward with the right tools. Some of the associated applications we provide include:

Call recording solutions

The most popular uses for telephone conversation recorders include:

• telesales / telemarketing training assessment and coaching
• note taking / dictation
• solving "who said what" disputes, or more formally..
• recording agreements
• recording meetings (most of our products that can be used for recording telephone calls, can also be used for recording meetings. They can also be ordered with an additional microphone)
• recording instructions for greater speed and accuracy and detail
• clarification of quantities and specifications
• protection of staff from abusive / difficult customers
• ideal for litigation purposes as recordings can be used in court (UK)
• monitoring nuisance callers
• monitoring customer service
• monitoring staff performance
• anti fraud - surveillance

Voice mail systems and automatic attendant

In its simplest form it only has the functions of an answering machine, using a standard telephone handset for the user interface, but today a central, computerised system offers many more tools to the advantage of your business. Voicemail systems can be much more sophisticated than answering machines because they can:

• answer many phones at the same time
• store incoming voice messages in personalized mailboxes associated with the user’s phone number
• enable users to forward received messages to another voice mailbox
• send messages to one or more voice mailboxes
• add a voice introduction to a forwarded message
• store voice messages for future delivery
• make calls to a telephone or paging service to notify the user a message has arrived in his/her mailbox
• provide message notification by SMS, a special dial tone, or using Caller ID signaling.
• transfer callers to another phone number for personal assistance
• play different message greetings to different callers.

Computer telephony integration

Computer telephony integration, also called computer-telephone integration or CTI, is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.

The following functions can be implemented using CTI:

• Caller information display (caller's number (ANI), number dialled (DNIS), and Screen population on answer, with or without using calling line data
• Automatic dialling and computer controlled dialling (fast dial, preview, and predictive dial.)
• Phone control. (answer, hang up, hold, conference, etc.)
• Coordinated phone and data transfers between two parties (ie pass on the Screen pop with the call)
• Call centre phone control. (logging on; after-call work notification)
• Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests
• Agent state control (for example, after-call work for a set duration, then automatic change to the ready state)
• Call control for Quality Monitoring/call recording software.

Unified messaging

Unified Messaging (or UM) is the integration of different electronic messaging media (e-mail, SMS, Fax, voicemail, video messaging, etc.) into a single interface, accessible from a variety of different devices. Unified messaging is a subset of a fully integrated Unified communications system. While traditional communications systems delivered messages into several different types of stores—voicemail systems, e-mail servers, and stand-alone fax machines, modern technology allows for the following benefits:

• Message delivery direct to your inbox
• Integration with email software
• Allows for the recording of additional notes.
• Forwarding of voicemail and faxes
• Save a search facility for old messages
• Integration into existing IT infrastructure including CRM, ERP and mail systems (e.g. Microsoft Exchange, Lotus Notes, SAP, etc)

Call charge and network rental reductions

Many businesses continue to pay significantly over the odds for their outbound telephone calls. Bush Telegraph are already helping thousands of businesses save money on their outbound telephone calls by intelligently routing calls over our partners established network.

This means that without changing your existing telephone system, or your existing telephone numbers you can significantly cut the cost of every outbound call you make, freeing up money which your business can utilise to off-set other business overheads. Additionally you will also benefit from:

• Lower call costs for local, national, mobile and international calls
• Retain existing numbers
• No set-up charges or monthly fees
• Automatic call routing
• Reliable & Resilient Tier 1 Networks
• No need to invest in new equipment or infrastructure
• Detailed Management reporting and call information statistics available online
• Line Rental, Calls, Mobiles and Broadband all on one single convenient bill.
  

IP Telephony

Voice over Internet Protocol (VoIP) is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. Other terms frequently encountered and synonymous with VoIP are IP telephony, Internet telephony, voice over broadband (VoBB), broadband telephony, and broadband phone.

Internet telephony refers to communications services—voice, facsimile, and/or voice-messaging applications—that are transported via the Internet, rather than the public switched telephone network (PSTN). The basic steps involved in originating an Internet telephone call are conversion of the analogue voice signal to digital format and compression/translation of the signal into Internet protocol (IP) packets for transmission over the Internet; the process is reversed at the receiving end. The most obvious benefits to business are:

• Avoid buying an expensive phone system
• Have phone extensions in multiple locations
• Make calls between remote offices without cost
• Have inbound numbers in different area codes - be local in yellow pages but a single office
• Have a flexible voicemail system with SMS and Email
• Have unlimited capacity for calls - grow quickly
• Get detailed call statistics
• Ring different phones in your office at different times of day
  

Call Management and Distribution

The automation of a company’s telephone system will reduce overheads and will maximise the effective use of business communications.

Call management is one of the most cost effective business systems that any company can buy. Through cost savings on telephone calls, improved customer service, and more effective telephone usage, providing a very quick return on your investment.

The benefits of our call management solution are numerous, and include:

• A large and comprehensive range of reports available in both summary and itemised formats 
• All reports can be previewed on screen with zoom and page search facilities allowing a quick review of the largest of reports
• Each extension can be named and placed into departments/groups. Groups can then become part of other groups to create a group hierarchy.
• Reports can then be chosen which use the group hierarchy to present summary or itemised call information cost, response & traffic reports include full analysis capabilities.
• Account reports allow for call cost uplift and professional charges

Remote Networking Solutions

Telecommuting, e-commuting, e-work, telework, working from home (WFH), or working at home (WAH) is a work arrangement in which employees enjoy flexibility in working location and hours. In other words, the daily commute to a central place of work is replaced by tools such as virtual private networks, conference calling, videoconferencing, and Voice over IP (VOIP). Many work from home, while others, called nomad workers or web commuters utilize mobile telecommunications technology to work from coffee shops or myriad other locations. By operating in this manner your organisation will benefit from:

• Reduced travel time
• Reduced travel costs
• Staff inclusion
• Flexibility