Because Every Call Is An Opportunity Introduction to TeleWare – October 2010
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Because Every Call Is An Opportunity
Introduction to TeleWare – October 2010
Because Every Call Is An Opportunity
About us
30%of our workforce are
developers
19% of FTSE 100 as
customersCost effective Mobile and Unified Communications
Full Business Telephony Feature set on the mobile
Interoperability protects current and future investment
Easy to implement, manage and use for lower cost of ownership
Enterprise Mobility Since 1991Hosted solutions since 1997 IP Telephony since 2001Private Mobile eXchange since 2003Spectrum licence since 2006
Headquarters inNorth Yorkshire
Because Every Call Is An Opportunity
TeleWare Deployments
deployment areas
Because Every Call Is An Opportunity
Agenda
Because Every Call Is An Opportunity
Our 5th Year in the Gartner UC Magic Quadrant
challengers
niche players
leaders
visionaries
NECIBM
Alcatel-Lucent
MicrosoftCisco
Avaya
ShoreTelAastra Technologies
SAP
TeleWareToshiba
Mitel
Siemens Enterprise Communications
As of July 2010Source: Gartner (July 2010)
Interactive Intelligence
completeness of vision
abili
ty to
ex
ecut
e
Because Every Call Is An Opportunity
2008 - 09
Growing Importance of Mobile
2009 – 10 Est.
Mobile IP Centrex Office
\\Vertical Targets
Retail
Manufacturing & Logistics
Military & Blue Light
Financial
Public Sector
Inbound
Because Every Call Is An Opportunity
Key Products in 2010/11
Because Every Call Is An Opportunity
Continual InvestmentIn communications
“I don’t want to be put on hold when I
call you. I hate queuing
Surely somewhere in your company
there is someone I can speak to?
I don’t care if you are busy at the moment or
that Jenny is on leave today
How long does it take to reply? I
rang you and nothing has happened
Please can someone help me
Why have you not called
me back or acknowledged my
call? Don’t you want my
business?”
I’ve done my bit I called and left
you a message, now please will you return my
call?
Are you all away?
The Business Issue And Still Customers Are Not Happy
Because Every Call Is An Opportunity
Pain points for the business
Auto Attendant
PBX
Messaging
CallCentre
ACD
CallRecording
PBX
Messaging
Mobility Server
Inbound Call Management
Mobile Phone
Blackberry
Increasing Mobility
Deskbound Teleworker Campus Nomadic Road Warrior
Because Every Call Is An Opportunity
Intelligent Communications for Business
One Number | Unified Messaging | Mobile Office | Conferencing | Call Recording
Call Routing | Auto Attendant | IVR | Virtual Contact Centre
Private Mobile Office | Mobile Extensions | Fixed Mobile Integration
IP Telephony | IP Centrex | SIP Trunking | Integration
Because Every Call Is An Opportunity
Rapid low costs rollout for home workers
Location independent dial plans
Ease of office expansion
Security and resilience of IP Centrex
Reduced costs of inter site traffic
Because Every Call Is An Opportunity
What?A single centralised unified communications and voice switching platform for voice services delivered as a suite of software applications.IP Telephony | IP Centrex | SIP Trunking | Integration
Why?To enable cost effective deployment and expansion of users and to deliver professional call handling into a single virtual organisation .
Our Key DifferentiatorMulti tenanted and scalable platform adding value to existing telephony infrastructure and facilities through the deployment of centralised switching and feature sets.
Services that grow with your requirements
Because Every Call Is An Opportunity
Business Challenge
Solution
Benefits
World of Sofas
World of Sofas aim to provide Best Value for their customers at prices everyone can afford while being easily accessible and providing a professional and comprehensive service second to none.
• Greenfield voice/data solution covering its HQ and 10 stores
• Single inbound number per store
• A low cost but highly scalable solution was required with the ability to support additional sites, applications and services as the company grows
• Hosted Communications voice solution delivered over a multi-site networking infrastructure with analogue fax support
• IP-based extensions operating over broadband using self-certified routers
• Telephone number per store for inbound calls using location’s geographic area code
• Low cost, highly scalable delivering feature-rich hosted telephony
• Communications as a Service (CaaS) model with no capital expense for PBX features at each site and management reports provided
• Cost efficient solution with no monthly rental for lines, highly competitive call charges and free inter-site calls.
Because Every Call Is An Opportunity
Log on anywhere
Activate alternatives
PBX functionality anywhere
Teleworking, Hotdesking and Contact Management
Hot Desking at any office
Conferencing and Call Recording on the move
Web Access from any browser
Access messages anywhere
Passwords stop others answering business calls
Because Every Call Is An Opportunity
Giving control to the individual
What?Telephony software to enhance communications by providing advanced features irrespective of location, device or networkOne Number | Unified Messaging | Mobile Office | Conferencing | Call Recording
Why?Support mobility and flexible working practices to increase productivity, enhance customer service and manage costs.
Our Key DifferentiatorSimple deployment of software applications to enhance productivity and reduce costs without the need for additional infrastructure and providing a smooth transition to new technologies. 300% improvement in call management.
Because Every Call Is An Opportunity
Business Challenge
Solution
Benefits
Lloyds TSB
The Financial Services Authority (FSA) legislation introduced in March 2009 requires that some UK financial institutions record and store telephone conversations and electronic communications relating to client orders.
• Needed to record telephone calls from any handset
• All recordings had to be encrypted securely to Lloyds TSB and FSA standards
• An inbound and outbound call recording service
• Supports 230 teams of staff working across 40 sites
• Enables staff to record incoming and outgoing calls
• Recording are stored on a hosted solution and which meets the FSA regulations
• All recordings encrypted securely on the platform
• Two factor authentication to obtain access to the intelligent Call Recording Web Archive via tokens
• Recording archive is accessed through secure HTTPS sessions
Because Every Call Is An Opportunity
Handle exceptional peaks in call traffic by rerouting to 3rd party resource
Use CLI (Calling Line Identity) to route calls to a caller’s local branch / appropriate department or team
Improve response times and optimise resource with appropriate use of automated announcements and voice forms where appropriate
Take control with a flexible, responsive IVR solution, readily updated in-house to meet changing business needs
Queue calls ‘in the cloud’ to reduce line costs
Provide effective out-of-hours services and business continuity solutions Route calls to where they are
needed for the business
Because Every Call Is An Opportunity
What?Interactive call distribution softwareCall Routing | Auto Attendant | IVR | Virtual Contact Centre
Why?To ensure incoming calls into the business are dealt promptly and professionally, taking account for dispersed organisational structures and fluctuating call volumes by putting control into the hands of those most able to react.
Our Key DifferentiatorQuick and easy to change without specialist skills and with flexible capacity to best handle unpredictable call volumes and events
Agile solutions to meet your needs
Because Every Call Is An Opportunity
Business Challenge
Solution
Benefits
Europcar
“Having considered a number of competitive products, we opted for the TeleWare Auto Attendant solution as this not only met our functional requirements, it has been taken onboard by BT as a part of its Hosted Voice portfolio We’re very impressed with the support we’ve had from TeleWare during the project roll out.”
• Increasingly competitive market
• Looking to make changes to the way in which telephone calls are handled in order to enhance customer service and increase revenues
• Migration to a BT Hosted Voice infrastructure serving the entire estate of 225 rental locations
• Introduction of a centralised vehicle reservations unit and the deployment of a TeleWare Auto Attendant solution handling all inbound customer calls
• The new service provides inclusive call charges and has been estimated to save the company around £250,000 per annum
Because Every Call Is An Opportunitywww.teleware.com
Campus Nomadic Communications
Integration with existing telephony
protects investment
Single Network improves Cost
Control
Transitioning between site networks enables single
handset
No cabling costs for GSM desk
phone
Multi Site Network reduces costs
GSM reduces handset costs and increases choice
100% Wireless Coverage removes Health and Safety issues
PTT removes the need for PMR
Private SIM ensures no off site use
Because Every Call Is An Opportunity
What?A private mobile office solution using standard GSM mobile phones and wireless desktop handsets to provide a business phone system without cablingPrivate Mobile Office | Mobile Extensions | Fixed Mobile Integration
Why?To minimise the cost of deploying business communications and maximise productivity, flexibility and coverage
Our Key DifferentiatorUtilising a private GSM network combines all features of a fixed phone system with the convenience of a mobile phone without the cost and coverage issues associated with alternative solutions
Empowering the mobile workforce
Because Every Call Is An Opportunity
Business Challenge
Solution
Benefits
Saint-Gobain Glass
“The deployment of a Private Mobile Network as a DECT replacement solution has been highly successful, removing the major issues we had previously with patchy coverage around the site.”
Steve LaithwaiteIT Support Manager
• Needed to improve communications for 'nomadic' staff around large site
• Issues with DECT solutions around coverage, signal interference due to machinery, building infrastructure, glass stocks, etc. (typically, only 50-60% coverage of site)
• Private Mobile Network solution deployed
• Integration with existing on-site PBX for external calls from mobiles at normal corporate tariff while on-site
• Free internal calls from mobiles while on-site
• Virtually 100% signal coverage with no black spots
• Reliable communications facility for ‘nomadic’ staff, fully meeting operational and Health & Safety requirements
• Uses standard mobile phones so no user training required
• Fewer base stations required for network
Because Every Call Is An Opportunity
Business Challenge
Solution
Benefits
Excelerate
• New fleet of vehicles for UK's NHS HART project (Hazardous Area Response Teams) being introduced
• Exceptional communications facilities required on-board to meet demanding operational environments
• Private Mobile Network installed in each command vehicle
• Creates GSM compatible private mobile network, totally independent of UK's existing mobile networks
• Operates with standard mobile handsets, option for encrypted handsets for additional security
• Full private and secure mobile capabilities are assured in situations where no carrier mobile networks exist
• Fully preconfigured private mobile network solution, can be up and running within minutes to ensure business-critical communications continuity is maintained
“This new generation of HART vehicles provides high levels of real-time information to enable ambulance service personnel on the ground to make more effective decisions and enhance patient care at major incidents.”
CBRN HART Co-ordinator, London Ambulance
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