12
CLOUD AS A BUSINESS ADVANTAGE Helping our clients get their competitive edge with smart cloud systems. TELEPO
CLOUD AS A BUSINESSADVANTAGEHelping our clients get their competitive edge with smart cloud systems.
TELEPO
WHY DIGITAL ISLANDAs a business Digital Island seek to be disruptors in the market through our agility, superior client service and Mobile-First Strategy. Our personality is driven by our passion to build strong relationships with our clients and deliver solutions that fit our client’s needs.
We understand that our clients have a business to run and they expect a consistent, reliable service to be delivered by a partner that they can trust. This allows them to focus on what is important to them and gives them the peace of mind that a specialist is taking care of their technology and communications.
Digital Island prides itself as one of the leading Cloud PBX & UC experts in New Zealand. Its superior client service is underpinned by its investment in the Telepo Cloud UC platform, Mitel’s world leading cloud Unified Communications technology. Digital Island has successfully harnessed the best of both worlds and are helping our clients through their Digital transformation, mobile first journeys to win big in this digital world.
COLLABORATION
CUSTOMER SERVICE
MOBILITY
CLOUD
INTRODUCINGTELEPO
Telepo: Simply the way our clients Talk, Share, Meet & Collaborate.Whether your business is looking to move your communication systems to the cloud, improve your client experience with digital and Mobile-First Strategies or needs flexibility to scale quickly, Telepo is what you need.
Telepo is a smooth and intuitive, cloud-based collaboration solution that is not just simple, it is next generation. Innovation is the key to ensure your business has the leading edge.
Being application led and device agnostic, Telepo offers the peace of mind of always having the latest technology at your fingertips.
Telepo is a flexible and highly scalable mobile first Cloud Unified Communications platform designed to enable collaboration on any device at any time.
SOLUTION FOR CONNECTED BUSINESS
SIMPLEONE
TelepoFlexible Cloud based subscription model:
+ Bundled (Inclusive) Calling or Pay As You Go for freedom of choice + 24 Months Fixed Term (minimum) or Open Term contract options available + Digital Island fully Project Managed install or Do It Yourself Client Managed
install; because Kiwis can!Scalable
+ Easy and simple device agnostic apps that offer Presence, Instant Message / Chat, File sharing, Video calling and Call recording that enhances user efficiency and productivity
+ Be reachable on any device anywhere on your ONE number + Multiple sites linked together creating one seamless system in the cloud + Enable your remote workforce (field worker, virtual receptionists, remote contact
center agents) + Add or remove users or groups with ease.
Reduced Costs + A true cloud OPEX model with a per user per month billing construct providing
cost certainty + No large CAPEX heavy upfront investments or on-going maintenance costs to
maintain onsite hardware + Evergreen model with all platform software upgrades included
Speed of Delivery + Don’t wait for a technician, make changes yourself through the simple and
intuitive admin portal + If you need help – call our super-fast Support team. We guarantee a 2-hour
response time + We can make the changes remotely where possible or arrange for a technician to
visit you at the earliest time availableQuality & Availability
+ Hosted service with built in geo-redundancy with Business Continuity DR Plans + On–demand and Continuous Call recording options to help improve quality of
customer service + Simple Business Continuity Pans (BCP) built into to maximise your up time
DESKTOP, TABLET & MOBILE APPSTelepo’s Mobile, Tablet and Desktop App provides a consistent communication and collaboration user experience on all devices.
+ Presence Management + Instant Messaging / Chat + SMS + Calendar and Outlook Integration + Call Recording–Ad-hoc + Unified Inbox + Directory Search + Mid Call Control services + Advanced call handling + Conferencing + Desktop and File Sharing* + Call Centre Agent & Supervisor + Video Calling
* Not available on Mobile App
PRESENCEView the current status of your contacts from the Telepo apps.
AUDIO CONFERENCE–AD HOCYou can add up to 5 users to an ongoing voice conversation.
ONE NUMBERUnite your Desktop and Mobile phones under one single identity. Calls made from your Mobile App will then appear to be from your landline phone. Switch from Desktop to Mobile on the run.
INSTANT MESSAGINGChat one-to-one or with a group via the Telepo desktop and mobile apps.
INTEGRATED INBOXVoicemail messages sent directly to your email address.
MiTEAM COLLABORATION MiTeam takes the guesswork out of working together by bringing together all of your team’s communications, collaboration and sharing into a single simple intuitive collaboration application.
+ Ad Hoc Meetings + Scheduled Meet Video, Web & Audio Meetings* + Invite External Guests to Web & Video Meetings* + File and Screen Share + Easily escalate session from Chat to Stream to
Meet Sessions
* Currently 1 to 1 per session - Free. Max of 50 users per session will be available from October 2018
DESKTOP SHARINGShare your computer screen with a contact or a group while you collaborate via chat or voice calling.
FILE SHARINGShare a file with your contact during a MiTeam Collaboration session.
CALL RECORDING–AD HOCAd-hoc call recording allows a user to record an ongoing phone conversation which is saved to the user’s voicemail box and an attachment is e-mailed to the user when the call finishes.
AUTO ATTENDANTSAuto attendant function is included in Telepo without any additional cost. It offers simple call queuing and routing capability in the absence of a dedicated receptionist.
HUNT GROUPSSequential and parallel ringing is supported in Telepo, allowing a group of users to be addressed by a single number, where both fixed, mobile and soft phones can be included.
Sequential Parallel
BUSINESS CONTINUITYLets you forward calls if there’s disruption to your service. It can be set up by an administrator, or by a user through the Telepo user and admin portals.
PAGINGGroup Page everyone through your external PA system by connecting it to Telepo.
MUSIC ON HOLDPre-recorded licensed music or customised announcements can be played when callers are on hold.
SIMULTANEOUS RINGCalls to a Telepo number are presented to multiple devices simultaneously.
CALL PARK & CALL PICKUPMembers of a Call Park/Pickup group can park calls to be picked up by the first available member of the group. They can also answer incoming calls to any other group member. Either group or company-wide hold – anyone can pick it up.
SECURITYYour business’s user and system information is secure with Telepo’s enhanced in-built security systems. It supports SIP digest authentication, call authentication and authorisation, identity spoofing protection and call policies to restrict calling locations. Additionally, information is encrypted using transport layer security (TLS) to prevent third parties listening in.
Telepo’s collaboration and call management tools makes your customers everyday interactions easier.
ENHANCE YOURCUSTOMER’SEXPERIENCE
OPTIONAL FEATURESSCHEDULED MEET AUDIO CONFERENCE (additional charges apply)Allows you to quickly and easily set-up an audio conference with internal staff or external customers using the Telepo apps. E-mail and SMS invites are sent for participants to easily remember and join the conference.
RECEPTIONIST CONSOLE (additional charges apply)Free Basic Receptionist application offers call queuing and ability to easily answer and transfer calls.
Advanced Receptionist Console is a user-friendly application designed for dedicated reception staff who receive and screen inbound calls:
+ Easily transfer calls–including being able to park or recall calls.
+ See if users are available to take a call. + Ability to camp calls for other users + See queued calls on their dedicated queue + Answer calls from the queue. + See users’ mobile numbers and email
addresses to direct calls or messages.
CRM INTEGRATION (COMING Oct 2018, additional charges apply)Telepo’s CRM integration provides out of box CRM connection to applications such as Salesforce.com and Microsoft Dynamics.
Telepo’s open API approach also allows software developers to write to its interface opening up endless opportunities for customer service improvements.
+ Simple user interface + Smart, easy management console + Note codes + Integrated solutions reducing admin time.
CALL RECORDING–FULL-TIME(additional charges apply)Call recording is essential for any company that sees value in recording phone-based interactions for either Compliance, Quality Assurance or Dispute Resolution.
Telepo offers 2 flexible options.Basic Call recording is completely automatic, and the easy intuitive web portal gives users access to search and playback relevant recordings.
Advanced Call Recording offers additional functions such as recordings that can also be downloaded or emailed from the portal. These recordings can be reviewed and evaluated against criteria such as call handling, technical knowledge etc., Giving great insight into a business’ customer service.
Customer Benefits: + Record inbound and outbound calls
automatically + Minimise liability risk and ensure regulatory
compliance + Easy resolution to customer disputes + Improve customer strategy by identifying
trends taking place within your business + Increase revenues by promoting strong sales
techniques + Flexible cloud-based recording storage + Securely access call recordings via
cloud-based portal
SMARTER, WORK ANYWHERE
COLLABORATE
CALL CENTRES(additional charges apply)Telepo Call Centre offers skill-based routing, automatic agent logout, manager assistance, presence-based call distribution and agent resting time. Call queues have group specific greetings and progress messages including option for automatic call backs.
You can be logged in via web pages, PC, Mac or mobile clients, to multiple groups simultaneously and the system can be configured with policies of how to distribute calls to Softphone, Mobile phones or Desk phones on a per group and user basis.
Telepo Call Centre also includes management tools to help manage call center efficiently. You can proactively monitor and manage group queues and agents, view real-times and historical statistics and share metrics on Web enabled wallboards.
HTML widgets are also available for incorporation of statistics dashboards into your business portals applications via an open API stack.
Call Centre features include: + Log in/Log out of ACD queues + Real Time stats on call activity + Drag-and-drop to transfer call + Multiple Queue prompts + Automatic call backs + Position in queue and estimated wait time
Supervisor toolsLive real-time monitoring of ACD and attendant queues and agents:
+ Number of calls in the queue + Average and last waiting time in the queue + Number of dropped calls + Monitor agent (free/logged in, skill) + Log in/out agents to queues + Web enabled wallboards
Powerful simple applications available anywhere, anytime on any device.
REPORTING(additional charges apply)Meridix reporting offers is a powerful and easy web-based reporting tool that gives Contact Centre supervisors or business performance leaders useful stats to improve their business communication performance. It allows users to view and create real-time or scheduled reports on Call Centre queues, agent performance and other users in the business.
+ Review operational performance of your business
+ Identify and analyse call trends + Improve call abandonment rates by improving
resource management based on call trends
ADMINISTRATION PORTALTelepo Admin Portal lets staff with the right privileges to manage site-specific features, user settings and call routing. An administrator can set call routing rules that apply for the whole organisation, groups of users as well as individuals.
+ Call Routing + Manage Contacts + User Configuration + Device Administration + Directory Administration + Hunt Groups, ACD Queues, Schedules Auto
Attendant and Pick Up Groups. + System and User Password Administration
USER PORTALTelepo User Portal allows end users to manage their call settings and customise their personal features. The intuitive web interface allows users to set up rules defining how their calls are processed and routed depending on time, date, day of week, user’s activity, user’s role, device statuses and more.
+ Configure and manage voicemail + Presence management + Directory search + Contact management + SMS and Instant Messaging / Chat + Unified Inbox + Conferencing + Call Log/History + ACD/Attendant Supervisor views
FLEXIBLEOPTIONSTELEPO - PHONES AND HEADSETS
Mitel 6863i Mitel 6867i Mitel 6873i Yealink WP60 DECT Cordless
IP5000 Conference Phone
Mitel 685 Expansion Jabra Evolve Duo 20*
Jabra Evolve Mono 20*
Jabra Pro 930 Duo** Jabra Pro 930 Mono*
*Connects via USB**Connects via RJ9Mitel DECT System
Mitel-622-DECT-Phone
For all sales opportunity support contact your Digital Island Regional Manager:Digital Island Region Account Managers
Region DI Account Manger E-mail Mobile
Spark HUBs (East Tamaki & Manukau) James Derham [email protected] 021 584 447
Spark HUBs (Auckland & North shore) Sandra Sneddon [email protected] 021 383 766
Spark HUBs Waitakere & Northland Eugene Morris [email protected] 021 961 565
Spark Northland Eugene Morris [email protected] 021 961 565
Spark Auckland Aaron Beck [email protected] 027 700 7808
Spark WKTO/BOP Paul Pryor [email protected] 021 350 345
Spark Central Region Clive Dagley [email protected] 021 913 269
Spark Wellington Clive Dagley [email protected] 021 913 269
Spark South Island Alastair Mackintosh [email protected] 021 322 897
Spark HUBs South Island Alastair Mackintosh [email protected] 021 322 897
Executive Anthony Seuseu [email protected] 027 700 7078
For Provisioning Updates: + Call our helpdesk on 0800 999 010, press 3
For Technical Support or to Log a Fault: + Web - www.digitalisland.co.nz/contactus + E-mail us on [email protected] + Call us on 0800 999 010, press 2.
For Product Information Updates: + www.digitalisland.co.nz/partner-resources
2-4 WEEKS*
PROJECT KICK-OFF PROVISIONING CONFIGURATION MIGRATION &TRANSITION PROVISIONING
KICK-OFF CONFIGURATION DOC TRANSITION PLAN TESTING /FINALISEUSER CONFIG
PROJECTMANAGAMENT FINALISE DESIGN TRAINING ON-SITE TRAINING
SOW SERVICE ORDERS
* TARGET: 2 weeks for 15 - 50 users. 4 weeks for 50+ user solutions
PROJECT CLOSE
Provisioning lifecycle
Cloud PBX, Mobile and Internet. Sorted
Find out more at: Digitalisland.co.nz/spark
