Putting the needs of citizens and businesses first

An Auto Attendant solution enables calls to be answered 24/7. Standard announcements can be easily provided and readily updated via a web interface to cater for changing circumstances. The option to include Text-to-Speech capabilities removes the need to record announcements, making changes quicker and easier to implement and ensuring a consistent professional-sounding voice.

Interactive Voice Response solutions extend the capabilities of an auto attendant, with the ability to integrate with back office systems, for example, to provide callers with real-time information on payments due or to enable them to make payments using a debit or credit card.

Even when calls are not being handled by a traditional contact centre, a TeleWare solution intelligently handles incoming calls and significantly increases the chance of calls being answered first time by someone able to help the caller. Out of hours support can be provided by home-based staff working as a virtual call centre. No special remote hardware is required, even where calls are to be recorded.

Discover more about Mobile & Flexible Working, or explore our Intelligent Mobile product.

Reducing overheads while increasing staff productivity

There is a demand from the public for improved service delivery; so public sector organisations are looking for ways to make service delivery more accessible, convenient and efficient - delivering ‘more for less’ and providing ‘best value’ for the taxpayer. With citizens expecting 24/7 access to services, effective team working becomes increasingly important. We can create virtual contact centres allowing teams to be geographically dispersed without requiring any specialist equipment for each staff member, even where calls are to be recorded. We can then front-end a contact centre with an interactive voice response system so that routine calls and calls requesting standard information can be handled automatically without requiring human intervention. Our solution reduces costs of operation and deployment by enabling authorities to build their own highly customised call handling solutions, without specialist technical knowledge. State-of-the-art text-to-speech technology within the solution provides a consistent professional voice without requiring a voice artist and recording equipment. On-Premise voice solutions can be fully integrated into the authority’s back-office systems, for example, to allow ‘current status’ type enquiries to be supported.

Discover more about Reducing Fixed Assets or explore our Intelligent Connect product.

Supporting Flexible Working Arrangements

Following recent legislation, managers need solutions to meet and manage the challenges posed by the growing demand from staff for more flexible work arrangements. These can include working non-standard hours, part-time working or working from home. Our solutions enable staff to be always contacted on the same number, regardless of their current work location. In addition, we provide home workers with all the features normally associated with the office PBX, such as corporate voicemail, membership of call answering teams and advanced features such as call recording. Management reports can be provided on call handling to measure performance and ensure that targets are being met. Call handling solutions will also enhance distributed team working by allowing incoming calls to be automatically shared amongst available team members, irrespective of their current location, an option that is particularly useful for supporting departmental help desk and out-of-hours services.

Discover more about Mobile & Flexible Working, or explore our Intelligent Office product.

Delivering Resilience at Low Cost

A feature of the TeleWare IP Extension is the ability to set up a permanent Divert on Unobtainable. The Hosted Platform recognises the unit and/or network is unavailable and automatically diverts the call to a predefined number, which can be a mobile, DDI or PSTN. Using this same platform intelligence, a complete SIP Trunk or individual SIP Trunk channels can be allocated an alternative route. If the trunk goes down the traffic will be automatically diverted.

Discover more about IP Extension and SIP Trunking products.

Gaining the benefits of Unified Communications at a time when Budgets are Severely Stretched

A TeleWare solution enables Authorities to achieve the business benefits afforded by Unified Communications now, regardless of their network infrastructure. The life of viable existing assets, such as traditional TDM PBXs, can be prolonged and a migration to a converged IP infrastructure can be phased in at a time and rate that suits the Authority’s financial priorities and budgets. The business benefits of a TeleWare solution can often provide a compelling return on investment case.

Discover more about Unified Communications and Consolidating Your Telephony Estate.