IT Enterprise Services Capita Voice Network Services An Ofcom-registered service provider. Brochure

Transcription

1 IT Enterprise Services Capita Voice Network Services An Ofcom-registered service provider Brochure

2 2 Voice Network Services. Capita IT Enterprise Services is an Ofcom-registered communications provider. With full access to a range of voice and data services from established carriers, Capita can take full ownership of your network services from initial design and provisioning to billing and support. Let Capita connect you. Overview Capita provides a one stop shop for all voice communication services. We provide our clients with business telephony from leading vendors, such as Cisco, Avaya and Microsoft, and a full range of cost effective voice network services. Through key relationships with established carriers, coupled with an easy-to-use, market leading billing and reporting package, Capita provides a complete portfolio of voice network services. What we can offer you Through our dedicated voice team, Capita provides a customer focused approach to network service delivery. Our experts will work with you to define your initial requirements, handle the ordering and provisioning, set up your billing and reporting preferences and take ownership of fault management and resolution. The transfer of our services to Capita was truly seamless. We were kept informed every step of the way. By moving our calls and lines to Capita we were able to upgrade to a higher service level and make significant savings too. Capita s billing is extremely clear and allows us to simply allocate our costs by department and user." Gita Berg, Manager Contact Centre Operations, Choice Hotels Group Outbound calls - we provide easy access to alternative, lower cost calls without changing line provider. Inbound services, including inbound numbers - we provide geographic and non-geographic numbers, with intelligent call routing and reporting features. SIP Trunks - flexible, viable alternative to ISDN. Core services include: B T line rentals - we have a direct relationship with BT Openreach for BT line provision and support - the equivalent to BT Retail.

3 3 BT lines With the creation of BT Openreach and the help of Ofcom, communications providers in the UK can compete with BT Retail on an equivalent basis. The Equivalence Management Platform (EMP) is BT s response to Ofcom s demand that communication providers, like Capita, should use the same mechanisms and processes as BT Retail to access the BT Openreach network. We access the BT Openreach EMP platform using our own Wholesale Line Rental 3 (WLR3) gateway. The WLR3 gateway significantly improves the speed, accuracy and ease of placing orders with BT, and the reporting and management of faults. BT service provision & maintenance For the following line types, if a fault occurs, Capita will diagnose the issue and can establish if a fault is hardware or network related: Why Capita IT Enterprise Services? Competitive pricing, with regular reviews Fair and reasonable contract terms Accurate, simplified yet comprehensive billing options One stop shop for telephony and voice network solutions - offering a complete service, with one point of contact Greater project control and coordination Improved service delivery Faster time to diagnose faults and repair Added value services, e.g. call barring and toll fraud detection Innovative solutions, e.g. business continuity Thought leadership around new services. ISDN30 (min 8 lines) ISDN2 and ISDN2e Analogue

4 4 Features of our service Real time, direct access to BT Openreach lets us quickly manage fault reporting, line testing, escalation and resolution. Transfer of existing lines and services Place orders, amend in-flight orders and check order status While new lines are being provisioned, we can select and reserve numbers for you Direct access to BT Engineering scheduler - we can book convenient engineering appointments directly with you. The underlying service is still provided and maintained by BT Openreach engineers. You can use your Capita Helpdesk number to contact us - we will diagnose the issue and establish if a fault is hardware or network related. Where the fault is network related, a ticket will be raised by Capita directly with BT, via the WLR3 gateway. We can check that you have the appropriate level of BT maintenance. Capita supports all four levels of BT Openreach maintenance cover, from next working day fix to a guaranteed, 6 hour fix around the clock, 365 days a year. Outbound calls We provide highly competitive outbound call rates to all destinations, either using Indirect Access (IDA) over BT Lines or a direct connection that bypasses BT altogether. We focus on providing fairness to our clients by reviewing rates with you on a regular basis, rather than fixing prices at attractive day 1 rates that fail to move with the times over the course of a multi-year contract. Capita only uses business-focused network operators that can guarantee premium quality call routing. Enhanced services - at no extra cost. We can also provide additional, networkbased services, such as: Call barring - such as 09 premium rate numbers DDI billing - based on the presentation DDI number Toll fraud detection - closely monitoring authorised and unauthorised telephony usage is a crucial part of telecoms expense management. We can provide powerful threshold management tools that enable early detection of possible fraudulent activity. Green minutes Every telephone call generates a small but significant amount of carbon due to the power consumed by the switching equipment in the core service provider network. This consumption is logarithmically reduced by using IP soft switches. We offer, not only highly competitive call rates, but also a carbon neutral service carried over the greenest network in the UK.

5 5 Inbound services and inbound numbers The most important aspect of any inbound service is the ability to successfully deliver customer calls to you. Capita provides a broad range of inbound intelligent network services that we describe as Capita Inbound. Capita Inbound provides any size of business with a feature rich inbound call management solution, with web portal access to call routing, monitoring and management tools that will empower you to deliver the perfect customer service. We can usually adopt your existing geographic and nongeographic numbers to use the service, or supply new inbound numbers for you / 0808 Free to call except from mobiles and where notified 0845 Defined as Local Rate, sometimes included in bundles 0870 Legacy numbers changed from revenue share to a charged service 0844 Revenue share number (1-5 ppm to call) 0871 Revenue share number (6-10 ppm to call) 09xx Premium Rate numbers 03xx UK-wide geographic rate range 01,02 Traditional UK geographic area codes We will also guide you through the changing inbound number landscape, including legislation, price points and service options. All numbers can be provided independently of your current line set up. This can be done either as a simple Number Translation Service (NTS) - enabling you to answer incoming calls on any mobile or landline number. It s indiscernable to the caller who always dials your published contact number. Or you can choose a service that includes additional Intelligent Network features, administered via a web portal, such as: Set up and modify tailored call plans Divert on busy/no answer Time of day/day of week routing Call Whisper (pre-call announcements) Near real-time call stats and graphs Automated attendant/ivr Call Recording Network-based call queuing SIP Trunks The latest generation of IP-based telephone systems from Avaya, Cisco and others have contributed to the emergence of SIP Trunking as a flexible alternative to ISDN connectivity. When considering a SIP Trunk deployment, it is critical to work with a provider that understands all components of the solution - the SIP Service Provider, the connectivity, the PBX hardware and the Session Border Controller. Capita can do this for you - designing the complete solution to include the data connectivity and hardware requirements that are right for you. Key benefits of deploying SIP: Resilience - an alternative connectivity method to ISDN Disaster recovery - two sites can have mirrored services Speed of delivery - can be deployed on the day of order Numbers are no longer dependent on location - all UK STD codes can be provided, or adopted from other providers Low cost alternative to BT Remote Call Forwarding (RCF) Service Lower rental and call costs Free calls between connected sites.

6 6 Network connectivity Capita can provide a range of data connectivity options to support SIP Trunks. Capita Connectivity+ - Capita has direct inter-connects in place with our main carrier partners. So we can provide our own managed data connectivity service to deliver SIP Trunk solutions Private lines - deliver fixed bandwidth between locations Ethernet access - delivers fast, reliable data connectivity that can be utilised for SIP Trunks and internet access with full Quality of Service (QoS) guarantees Customer provided - where your current data provider has appropriate connectivity to our SIP carrier, bandwidth may be utilised for the delivery of SIP Trunks, e.g. the JANET network. Billing and reporting Each month we provide insightful billing information that is easy for you to analyse and interpret and available to you in multiple formats (paper, web). We provide a wide range of standard reports enabling you to analyse usage quickly and accurately. Standard reports include: Breakdown by call classification or destination Breakdown by day, time, site Longest duration Most expensive Most frequently dialled Service charges Direct inter-connect For larger deployments a direct interconnect can be arranged with our SIP carriers. An e-alerts service provides a full management by exception feature you can set the criteria which, if met, will automatically generate an ed alert. Why Capita IT Enterprise Services? At Capita we understand business, technology and process. Placing the customer at the heart of everything that we do, we have a proven track record in transforming businesses through intelligent IT. With Capita you ll find that we: Think of you our customer. We make it our business to see the world through your eyes and build intelligent, integrated solutions that you deserve. Find a way our entrepreneurial spirit and knowhow enables us to deliver solutions with speed and agility that can be trusted. Keep it simple we minimise the risk and deliver results fast. Our expertise means we are practical and pragmatic and we deliver on time. Want to learn more? Contact us on ites@capita.co.uk or visit or call to arrange a meeting