voice and data services - the webmachine€¦ · access to a pbx. sip also allows convergence of...

Voice and Data Services

+44 (0)20 7075 1400 www.g3comms.com

Open up newopportunitiesG3’s world-class hosted, virtual and cloud-based

communication services create a new range of

opportunities for businesses to work more

intelligently, more productively and more

efficiently. Flexible and fully featured, our state-of-

the-art Contact Centre, UC and storage solutions

are straightforward to deploy and designed to

capitalise on the latest network connectivity to

take business and customer service capabilities to

new levels. Together with a comprehensive and

affordable range of managed voice and data

services that offer outstanding versatility and

value, G3 can help you transform the way you

interact with your business world.

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Always in front

Market-leading enterprises depend on G3’s

specialist converged communication skills to reduce

business risk and give them advantage. Accessed from

a single contact point, our end-to-end expertise spans both

sides of the firewall, giving clients the ability to design,

implement and maintain their complex, mission-critical

technology using one seamless service.

From global backbone networks to the devices at your

fingertips, G3’s award-winning integrated solutions lead the way.

Our advanced network engineering capabilities, outstanding

technical support and accredited partnerships with the

world’s most innovative technology vendors and network

service providers enable us to stay in front - so we

can put our customers first.

Contents:Fixed Line Voice 4SIP Trunking 5Mobile Voice & Data 6Network Provisioning 7Unified Billing 8WLR3 Support 9Non-geographic Numbers 10Voice Maintenance & Service Levels 11Technical Support 12Inbound Call Management 13Inbound Call Tracking 14Business Continuity Planning 15Hosted UC 16Virtual Data Centre 17G3://3C Cloud Contact Centre 18

+44 (0)20 7075 1400 www.g3comms.com

SIP TrunkingSimplify your communications

SIP trunks provide a flexible, scaleable solution for inbound and outbound voiceaccess to a PBX. SIP also allows convergence of voice and data across a QoSenabled network, eliminating the need for ISDN access and associated costs, andimproving resilience, security and repair times. The simpler connectivity of aconverged network means there are less interfaces, reduced hardware costs,better efficiency and increased reliability.

SUMMARY

• Complements or replaces existing ISDN lines todeliver the cost savings and flexibility of VoIP overASDL or SDSL

• Brings enterprise-grade IP telephony to small andmedium sized businesses at an affordable price

• Option to retain legacy telecoms equipment andoptimise existing communications infrastructure

• Provides scalability allowing new users at connectedsites or remote users to be easily added as required

• Free calls between SIP connected sites

• Links to current PBX using an IP enabled PBX ormedia gateway so calls can be routed through thePBX and out using the SIP Trunk instead of costlytraditional phone lines

• Calls can be routed to your current data provider orwith a direct connection to Crisp, our innovativeglobal network infrastructure delivering affordableend-to-end connectivity and guaranteed QoS from asingle SLA

• Can normally be enabled within 10 days, unlikeISDN lines

• Reduces infrastructure maintenance requirementsand maximises available bandwidth allowing voice,data and video to be carried efficiently across thenetwork using a single connection

+44 (0)20 7075 1400 www.g3comms.com +44 (0)20 7075 1400 www.g3comms.com

SUMMARY

• UK and global connectivity with competitive pricingand tariff monitoring

• We manage the entire provisioning process andhandle any technical issues to ensure seamlessservice transition

• One service provider, one contract, one bill – sotelecoms management is simplified andadministration dramatically reduced

• Account managers and regular client meetings

• Proactive first-line technical support

• Online Help Desk and ticket management

• Consolidated billing supported by managementreporting including detailed call breakdown andcost analysis

• Direct access to WLR3 advanced network monitoringfor streamlined order processing, line transfer andfault management

• Reports can also be accessed through our onlineWebaBILLityPro management information systemand customer portal

• Opportunity to add Select Services that can block,answer and share calls

Fixed Line Voice Worldwide coverage, world-beating rates

We can significantly reduce the cost of yourlines and calls using least cost routing (LCR) orcarrier pre-selection (CPS) to ensure calls arecaptured and billed through us. We work withleading Tier 1 carriers like BT, Cable & Wirelessand Talk-Talk and Colt to provide UK, Europeanand global connectivity. Our services are backedby award-winning customer support andtechnical competence.

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Voice and Data Services Voice and Data Services

Network ProvisioningPersonal telecoms management

We remove the frustration of dealing withunresponsive network providers and improveyour tariffs at the same time. As an accreditedBT Wholesale Partner, we can take over themanagement of your BT services to give betterprices and better support services – all from asingle point of contact. Switching to ournetwork is simple and seamless and clientsimmediately benefit from our highly personalservice and front-line commercial andtechnical support.

SUMMARY

• We handle individual or entire service requirementsand can assist in terminating an existing BT contractto avoid penalties

• Keep your calls on the BT network but transfer yourcontract and billing to benefit from our lower callrates and superior customer service

• Services delivered personally or online providing asingle point of contact for billing, maintenance,systems and network support

• Management reporting, call analysis and alerts

• Rapid, responsive customer support with online HelpDesk and ticket management system

• Regular contact and support from a dedicatedaccount manager

• All transfers to our network are assigned a projectmanager who will keep you updated on progress

• If a request for ‘migration of service’ is required byyour incumbent provider, we’ll provide you with atemplate migration letter

• Lead times for line transfer range from 5 days tomore than 30 days for large multiple-line sites

APPROXIMATE LEAD TIMES WORKING DAYSISDN 30e 20-25 daysISDN 2e 10-12 daysISDN Transfers 10 daysAnalogue 5-7 daysAnalogue Transfer 10 days


SUMMARY

• Simplified telecoms management for combined fixedline and mobile services with one provider, onecontact and one bill

• Excellent coverage provided by the Vodafone network

• Best price plans and tariffs tailored to your specificbusiness needs

• Dedicated account managers and regular clientmeetings

• Streamlined administration with online billing anddetailed management reporting and call analysisavailable through our customer portal

• First line specialist technical support

• Instant access to our online Help Desk and advancedticket management system for rapid fault resolution

• Fast, responsive, award-winning customer service

• Seamless transition from your existing mobile provider

Mobile Voice and DataCoverage you can depend on, serviceyou can rely on

Our exclusive agreement with Vodafonemeans business mobile customers benefitfrom excellent UK coverage for calls, SMS andmobile broadband, along with low rates andthe reassurance of our end-to-end, award-winning customer support. With access to allVodafone tariffs, billing information andmanagement reporting tools, we’re able toplan, implement and manage the best mobilesolutions for your business.

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WLR3 SupportAdvanced network management

Direct 24/7 access to WLR3, the advanced network management platform usedby Openreach, means we can provide you with a more responsive, moreinformative service across key processes in BT network management – includingappointment setting, order processing, line configuration, network availabilityand fault management.

SUMMARY

• Rapid response to enquiries with the ability to deliverpreviously unavailable information

• Regular update messages to keep you informedabout job progression, fault resolution and anychanges to original orders

• Capability to test ISDN30 and analogue lines as faultsare reported enabling immediate identification ofthe nature and location of problems

• Ability to pre-qualify orders, ensuring smoothprocessing and saving time

• Minimises the delay in transferring lines from othernetwork providers with the facility to instantly checkyour line installation inventory

• Checks contents of the last point of entry into yourpremises to assess connection capacity and identifyany new cabling requirements

• Ongoing updates throughout the order process fromthe moment an order has been accepted to the timeit’s been complete

• Immediate direct access to the Openreachengineering workbook to allow cancelledappointments to be instantly rearranged


SUMMARY

• Secure online access to invoices, call detail, recurringcharges and other real-time data

• Intuitive web interface with comprehensive onlineuser guidance

• Removes the need for paper billing and provides 24/7access to information

• Makes invoices easy to analyse - simply drill down for acomplete analysis broken down to individual call level

• Provides a range of management reports that can beproduced in to help pdf, excel or csv formats

• Identify trends and misuse by interrogating callsbased on user-defined criteria such as cost, duration,number dialled or time of day

• Set-up and store eAlerts to monitor usage againstthe criteria you set

• Allocate user names to extensions and departmentsto help manage and allocate costs

• View Caller Line Identifications and add descriptionsto assist in identifying costs

Unified Billing Real-time cost control

We make it easier to control your telecomscosts by consolidating the management andbilling of multiple sites, multiple services andmultiple providers. With a single point ofcontact for all services, we use advancedsystems and technology to simplify processes,reduce administration time and deliver thedetailed information required to manage yourcommunications infrastructure moreefficiently. WebaBILLity Pro, the market-leading online telecoms billing and reportingplatform, provides you with direct access toreal-time billing information, call analysis andmanagement reports.

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STANDARD REPORTS – Call analysis – Call type breakdown – Recurring charges – Itemised call statement– Line breakdown– 30 longest duration calls– 30 most expensive calls– 30 most frequently dialled numbers– 30 most expensive dialled numbers

EXTENSION REPORTS – Extension billing – Extension analysis– Departmental analysis

SUMMARY

• Create a local, national or international presencewithout having to set up new offices

• Control where and when you receive calls

• Trade from anywhere in the world and make it easyfor your customers to contact you

• Reduce the cost of calls for your customers whenthey contact you

• Monitor the effectiveness of your advertising byusing different NGN numbers

• Select additional options such as call queuing, callrecording, caller greetings, message playback, pre-connection messages, ratio plans and voicemailfacilities

• Use NGN numbers as part of your business continuityplans

• Provides a cost efficient way to offer phone-basedcustomer support with the opportunity to generaterevenue from inbound calls

• Take your NGN numbers with you if you relocate

+44 (0)20 7075 1400 www.g3comms.com

Non-geographic NumbersCreating the right impression

A non-geographic number (NGN) is a telephone number that diverts or translatescalls to your chosen fixed line or mobile number, without the caller knowing. It’s anideal, low cost service for businesses that want to create a local, national orinternational presence – without incurring substantial overheads. Our NGN numbersare easy to set up and provide the flexibility to offer your customers free or flat ratecalls – and if you move offices you can take your NGN numbers with you.

Voice Maintenance and Service Levels Structured to deliver

We aim to resolve all faults and problems quickly and with minimal downtime or business disruption.As a basic commitment, during normal working hours we’ll assign a fault to one of our technicianswithin 10 minutes of it being reported. Alternatively, you can choose from a range of maintenanceagreements tailored to business requirements.

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OPTIONS

Call 0800 / 0808 – free unless calling from a mobile

03** – charged at standard geographic landline rates

0844 – charged at a flat rate at all times and can generatebusiness income

0845 / 0870 / 0871 – charged at rates subject to carrier’stariff and can generate business income

Area Call – trade from anywhere with a specific locallandline number that diverts to any landline or mobile

International Freephone – free for international callersallowing you to do business in the countries you choose,without the need for a physical presence

BUSINESS CONTINUITY PLANS

ISDN30 site assurance • ISDN30 calls are re-routed to an alternative site if theusual site is unusable

Alternative routing• Provides connection to usual serving exchange overtwo different routes with different cables, ducts orbuilding entry points

Diverse routing • Provides connection to a second exchange in additionto that for the usual service over two different routeswith different cables, ducts or building entry points

DDI dual parenting• Enables operation of ISDN 30DDI if the local exchangefails with connections to two separate local exchanges

SERVICE MAINTENANCELEVEL

FAULT REPORTING AND SLA TIMES

ENGINEERING WORKING TIMES

EXAMPLES

SERVICE LEVEL 1 Clear by end of nextworking day + 1 or theday of the appointmentwhere later

Monday – Friday(excl public holidays)08:00–18:00

Fault reported at any timebetween 00.01 – 23.59.59 onTuesday would have a commitmenttime of 23.59.59 on Thursday

SERVICE LEVEL 2 Clear by end of nextworking day or the day of the appointmentwhere later

Monday – Saturday(excl public holidays)08:00–18:00

Fault reported at any timebetween 00.01 – 23.59.59 onTuesday would have a commitmenttime of 23.59.59 on Wednesday

SERVICE LEVEL 3 Reported by 13.00 – clearmidnight same day or theday of the appointmentwhere later

Monday – Sunday(inc public holidays)07:00–21:00 Mon–Fri08:00–18:00 Sat–Sun

Reported after 13.00 – clear by 12.59.59 next day (Monday –Sunday including Public and Bank Holidays)*

SERVICE LEVEL 4 6hr fix round the clock,365 days a year*

Monday – Sunday(inc public holidays) 24/7

*Compensation: If Openreach fails the service level, it will pay one months line rental for each day or part day. ISDN30 operates on a per affected chanelbasis. If Openreach fails the service level for expediate repair, it will charge the customer a reducing amount.

Inbound CallManagementFeature-rich functionality that putsyou in control

We offer a wide range of innovative, interactiveinbound call management solutions designedto improve customer service, simplifyoperational processes and increase productivity.With 24/7 online access to our Inbound CallManager platform, it’s easy to instantly changesettings and ensure that customer waiting timeis managed and calls routed to their correctdestinations. From one touch call recording toconversation archiving, Inbound Call Managerputs you in control of your communications.

SUMMARY

• Auto Attendant – routes calls to the right people inthe right departments

• Call Centre – ensures contacts are routed to thecorrect destinations

• Call Recording – legislation-compliant inbound callrecording

• Missed Call SMS – SMS text notification when youmiss a call

• Fax to Email – allows you to receive a fax as a pdffile to your email address

• Follow Me – allows calls to be diverted betweenmultiple destinations

• One to Fax – allows a call to be routed to adestination to receive a fax

• One to Many – allows a call to be routed to multipledestinations

• One to One – allows a call to be routed to a singledestination

• Outgoing Record – on-demand outbound call recording

• Ratio Divert Plan – allows calls to be divertedaccording to the ratio set between multipledestinations

• Time of Day – allows calls to be diverted accordingto time or day

• Voice to Email – capture audio and dtmf input fromcallers and deliver to email

• Area Plan – allows the caller to dial one number byrecognising the callers STD


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SUMMARY

• 24/7 single point access to fully trained andaccredited engineers able to advise on faults, issuesand general network queries

• Full WLR3 assurance

• Vivantio system logs all your equipment, softwareand services and records our response to supportrequests against SLAs

• Transparent, reliable, consistent issue managementwith automated ticket system and escalationprocedures

• Regular SMS and email updates and 24 hour accessto a dedicated web portal to track progress

• Tracks history and generates HelpDesk performancereports and statistics

• Issue prioritisation and referral to engineering teamsfor remote or onsite fault resolution

• Support for TAPI screen popping

• Option to select from a range of next generation,proactive network management services with G3://4D

Technical SupportTaking care of your businesscommunications

Over the years, we’ve earned a reputation forsetting the standard in expert customer support.With direct access to qualified engineers ourHelp Desk team uses hosted, ITIL compliantsoftware to deliver the best in fault handlingmanagement and problem resolution. You cannow also benefit from the latest innovation inproactive network management – G3://4D.

Business Continuity PlanningPlanning for unplanned events

We’re specialists in planning bespoke business continuity systems that ensuretelecommunications availability during business interruptions and in emergencysituations. Using a combination of inbound call management systems, mobilecommunications and non-geographic numbers, we can provide a simple, low costdisaster recovery system requiring no hardware, no redundant office space andminimal administration.

SUMMARY

• Low cost, simple solutions based on a detailedassessment of specific business requirements

• Easy to deploy and administer, and no need for newhardware or capital expenditure

• Intelligent call routing technology automaticallydiverts inbound calls away from areas of the businessaffected by critical incidents

• Calls are routed to other parts of the organisation,remote workers or an auto-attendant service so thatcustomer relationships and essential communicationsare maintained


Inbound Call TrackingMake informed marketing decisionswith call, SMS and email responsetracking

Inbound Call Tracking is an intelligent call, SMS,email and web tracking solution for advertisingresponse monitoring, incorporating a feature-richdashboard that displays all the real-time metricsyou need to make informed decisions aboutmarketing and promotional activities. Its modulesseamlessly integrate with your existing businesssystems, providing the tools and data necessaryto measure advertising effectiveness andcalculate RoI, improve operational processes, andbuild stronger customer relationships.

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SUMMARY

• Call Tracker A unique freephone, local, national or premium ratecall tracking number added to your advertisementsallows Call Tracker to processes responses, identifywhere they originated and instantly route them toyour designated fixed line or mobile. Calls can alsobe recorded if required

• Email TrackerUnique email tracking addresses added to youronline or offline promotional materials enable EmailTracker to process customer enquiries, identify wherethey originated and route them to your existingemail account

• Web TrackerFollows a lead from a search engine, portal or socialmedia network to the point of contact, identifyingwhere a lead came from and how they found you. WebTracker dynamically changes your website contactdetails, so you know which campaign they generatedeach response

• SMS TrackerTracks sent and received SMS text messages and canbe linked to Call Tracker to provide a log of alltelephone call responses

• Results based CRMImporting your leads and customer data into ourInbound Call Tracking system associates a customer'sspend to a campaign, tells you the cost of generatingthe enquiry and the income generated so you cancalculate an accurate RoI.

Virtual Data CentrePublic cloud capabilities with privatecloud security

Our Virtual Data Centre service (VDC) is anenterprise-class Infrastructure as a Service (IaaS)solution providing on-demand computing,storage and applications that integrateseamlessly with your existing systems. Costefficient, flexible and truly scaleable, VDC offersany-to-any access and when provisioned usingGenius!, delivers a highly secure solution withguaranteed quality of service from a single end-to-end service level agreement. VDC combinespublic cloud capabilities with private cloudresilience and replaces the need to invest in newequipment and networks. Easily managed andcontrolled from an online portal, it’s possible toprovision the compute, storage and networkresources for an entire communications solutionat the click of a button.

SUMMARY

• On demand, truly scaleable utility-based cloudcomputing solution

• Easily integrates into any connectivity ornetworking solution

• Public cloud capability but with private cloud security

• VDC replaces the need to build a data centre or co-location infrastructure

• Provisioned with Genius! VDC delivers a highlysecure solution with guaranteed quality of servicefrom a single end-to-end service level agreement

• Easily controlled and monitored using an onlineportal - choose how much capacity you need anddeploy how you want

• Service are based on a multiple partitioned platform,managed by software-based allocation business rulesand policies so that IaaS virtualised resource poolscan be shared by multiple users or dedicated tosingle enterprise

• Open standards-based, ensuring that as technologychanges VDC can change with your business

• Meets European privacy and compliance legislation


Hosted UCAccessible enterprise-gradecommunications

Our hosted VoIP solution provides all the fullyfeatured benefits of the latest unifiedcommunications technology without capitalexpenditure or any of the costs associated withmanaging and maintaining a complex telecomsinfrastructure. There’s no easier or more costefficient way to connect multiple business sites,multiple devices and multiple applications. Allservices are securely delivered over dedicateddata circuits without the need for BT lines – yousimply pay for the services you use, as you needthem. With a range of sophisticated telephoneapplications, a single number and mail box fordesktop and mobile phones, and simple plug-inand go scalability, enterprise-grade telephonyhas never been more accessible.

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SUMMARY

• All the advantages of fully featured convergedcommunications

• No capital expenditure or infrastructure maintenancecosts – simply pay for the services you use

• Eliminate the cost of BT lines – all services aredelivered over a resilient WAN data connection

• SIP-based technology using open-standards andallowing use of existing handsets from differentsystems – or choose from a range of new advancedIP handsets

• Easy to manage changes, additions and modificationsin real-time through our Uboss online portal

• New users simply plug-in and go providing ultimatescalability

• One resilient network connects multiple users inmultiple locations using multiple devices

• Improve productivity, customer service andoperational efficiency with one number and one mailbox for desktop and mobile

• Intelligent functionality, including hosted callrecording, hunt groups, auto attendant, call routingand conference calling

• Highly available, geographically redundant networkwith no dependencies

Genius Partners is anexclusive group of specialists

with the capabilities to deliver the full benefits of innovative, global

connectivity solutions from Genius Networks.Powered by a revolutionary core routinginfrastructure, Genius gives you directconnection to affordable, end-to-end

voice and data services with guaranteedQuality of Service from a single SLA. With Genius, the communication

possibilities are endless.

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SUMMARY

• Web-based architecture, platform and database independent

• Flexible configurations enable tailoring to precise business needs

• Able to meet the full scope of requirements – from CRM to contact management

• Available anywhere, location independent with no expensive local infrastructure support required

• Enables multi-site and remote workers, simply

• Provisioned with Genius! CCC delivers a highly securesolution with guaranteed quality of service from asingle end-to-end service level agreement

• Full multimedia capabilities – seamlessly integrate emailand SMS into customer contact, auto trigger outboundtargeted email and SMS communication, react instantlyto key word recognition in both email and SMS

• Intelligent feature set including flexible diallingoptions, real-time management, live dataprioritisation and agent prioritization

• Intelligent assistance helps identify reason for the communication, control call flow and captureinformation

• Intelligent call routing based on customer data,customer answers and agent input

• Workflow automation and live caseload management

• Comprehensive document storage andmanagement facility

• Full quality management and reporting systems

• Control costs and budgets with simple pay-as-you-use pricing

• Compliant processes with resilience and protectionprovided by world-class data centres

+44 (0)20 7075 1400 www.g3comms.com

G3://3C Cloud Contact CentreThe intelligent way to engage yourcustomers

In-house or outsourced, our Cloud ContactCentre (G3://3C) solutions transform the wayorganisations approach pro-active customercontact. Versatile, intelligent, secure and with arich feature set of agile applications, you canuplift your full customer journey by accessing on-demand services that are easy to pay for, flexibleand available from anywhere. Provisioned usingGenius!, 3C delivers a highly secure solution withguaranteed quality of service from a single end-to-end service level agreement. Improveperformance, increase revenues, drive downcosts and enhance competitive advantage byachieving more from existing resources with lesslocal technology.

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Voice and Data Services

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commsAlways in Front

Harling House 47-51 Great Suffolk Street London SE1 0BSTel: +44 20 7075 1400 - Fax: +44 20 7075 1401 - [email protected] - www.g3comms.com

Connect:Support:08456 121 400 [email protected]

Sales:08453 402 [email protected]

voice and data services - the webmachine€¦ · access to a pbx. sip also allows convergence of...

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