Telephony Multitone Electronics Plc, Multitone House, Shortwood Copse Lane, Basingstoke, Hampshire, RG23 7NL Tel: +44 (0)1256 320292 Fax: +44 (0)1256 462 643 Email: info@multitone.com Web: www.multitone.com This brochure is for guidance only. Products and services offered are subject to availability and may differ from those described or illustrated in this brochure as a result of changes. Specifications are subject to change without notice. Multitone Electronics plc is part of Kantone Holdings Ltd, a member of the Champion Technology group of companies. Registered office: Multitone Electronics plc, Shortwood Copse Lane, Kempshott, Basingstoke, Hampshire, RG23 7NL. Registered in England No. 256314. Literature Code: telephony/b/issue 2 FM 20122
Multitone - delivering certainty Telephony Multitone recognises that even when calls are not critical, time can be lost searching for appropriate people within an organisation. Improving person to person contact can save organisations money as well as time. At Multitone we recognise that some people have more pressing needs than others for smart communications, while existing devices can work more than adequately for a vast number of other employees. With a variety of purchase and hire schemes available, Multitone is able to offer integrated telecommunications with the right products and the right financial arrangements to suit your needs. A consultative approach to communication when you need it Old systems, old tariffs are often not efficient in delivering the services a modern business requires. Time spent searching for people away from their desks, excessive use of mobile phones, returning missed calls, all add up to a costly communication system. At Multitone we provide a consultative approach to communications. With a diverse range of technologies available, we can meet the demands from departments or individuals for a communications system that reflects how your organisation needs to work. Multitone are able to assist on communications from standard office phones with feature rich capabilities that can simplify tasks, to whole critical systems for the emergency services. Therefore, whether it is a simple upgrade to an existing phone system, or a complete installed unified communications system, with links to fire alarms and automated alarm equipment, we can meet your needs. Communication, the cornerstone of your organisation For most businesses the standard telephone system is the cornerstone of a company's communications. Today these offer a host of features that allow the basic operations but also the means to determine whether people are available or not. As businesses grow existing systems may not offer the capacity or functions required for a larger employee base. Many systems now have to manage the diverse movements of people being at or away from the desk, in or away from the office. Communication, the cornerstone of your organisation Multitone can not only provide standard communications we can add bespoke functionality, personal security, monitoring and automation onto basic voice and messaging services, all with resilience and the support necessary for standard businesses to emergency services. 1
SV8100 For organisations that need to manage the calls for up to 500 users the SV8100 can work at any level, from a small business to a large enterprise communications system, offering accessibility for your entire workforce. The SV8100 system manages not only fixed calls, but also converging mobile, e-mail, presence and instant messaging. This capability makes the SV8100 a very powerful communication tool, especially for those organisations who have a mobile workforce. The SV8100 makes unified communications a reality for many organisations. With a variety of options, all dedicated to making communication around the workplace easier to manage, the SV8100 is a versatile system for any environments, departments or workplaces. For many professionals the ability to communicate easily with colleagues efficiently means that staff can focus more attention on the task at hand, reducing time spent trying to communicate. The SV8100 offers: Interchangeable handsets l Handsets are modular and can be upgraded as your business needs grow, this is ultimately a cost saving as there is no need to replace handsets when you need to upgrade. The customisable design and user-friendly interface means that little staff training is required to maximise all of the available functionality. Bluetooth l Freedom from a desk phone and interlinks with numerous bluetooth devices Modular architecture l The interchangeable design provides easy and cost effective upgrades, helping to futureproof a business investment Voicemail l One touch access to voicemail, so messages are retrieved with ease and can be listened to remotely Mobile extensions and IP DECT compatible l Even when away from your desk you can answer your call on your mobile handset of choice. Your mobile is treated like your system phone and there is no need to learn a set of different numbers Branch connectivity with other systems l The system can work between sites and different branches making one system accessible for your entire organisation Call costing and management l The system can give full visibility of all realtime activity within your organisation, as well as providing daily reports to see staff performance at a company level 3C With the right communications solution, a business can make a huge impact to their bottom-line and to individual productivity. By implementing 3C, a single software application platform that delivers a fully functional IP-PBX along with a complete set of voice features and sophisticated unified communications (UC) and collaboration applications, a business can decrease overall expenditures while improving individual productivity, responsiveness and accessibility truly empowering their workforce. 3C redefines the way a business and individuals communicate. This comprehensive solution provides you with the necessary agility for today s ever-changing work environment. It enables you to tailor your communications to your specific business needs plus have total control over how, when and where you choose to be reached. Flexibility is a key attribute of 3C. As a single software application which operates across premise, cloud or hybrid environments, it delivers a complete communications solution that can be tailored to any organisation s needs for highly reliable and secure services. This single software application platform provides you with an IP-PBX, voice features, Voicemail (VM), Unified Messaging (UM), Unified Communications (UC), collaboration tools, mobility options, voice/video/web conferencing, basic ACD, system-wide call recording, SIP services, business continuity, disaster recovery, a Services-Oriented Architecture (SOA) with web services support along with comprehensive management tools to administer it all. These core capabilities are all part of the basic feature set and not individual parts that need to be purchased and licensed separately providing you with a complete solution and making the UC experience easier for you to achieve. 3C is unique because as a standards-based solution, it can run on general purpose servers of your choice alongside other mission-critical applications on your network as well as run on any existing network infrastructure. Key Points l A powerful, all-in-one software-based unified communications (UC) and collaboration solution l Operates across premise, cloud or hybrid environments with virtualised support l Offers a complete suite of user-centric UC applications l Enables anywhere, anytime access for increased efficiency and productivity l Provides a consistent user experience across multiple devices l Supports call control and UC features for mobile and remote workers l Provides 999 capabilities for quick response to emergencies l Offers a comprehensive set of management tools for easy administration l Provides a highly reliable architecture to ensure business continuity in mission-critical environments l Integrates communications into business processes to achieve advanced, customised business solutions l Utilises open, standards-based components to enable interoperability and reduce overall costs l Offers investment protection through a simplified single application platform upgrade process; keeping all built-in 3C functions (IP- PBX, unified messaging (UM), UC, etc ) current as well as provides additional value through new features and capabilities 3
IP DECT Handsets G566 This sophisticated mobile handset has been specifically designed for workers in need of constant communication. It provides a range of mobile unified communications and messaging capabilities to fulfill task management and staff safety scenarios in various environments from corporate to healthcare. G266 This standard mobile handset offers a range of advanced call features, enabling to staff to communicate whilst mobile. Features include a central directory, loudspeaker and personal alarming. I755 G566 G266 I755 ML440 M155v Messenger This handset has been designed for more demanding environments such as healthcare, manufacturing and warehousing. It has similar beneficial features to those of the G955 with the added capability of a man-down alarm. ML440 Suitable for both office and more demanding environments, this handset satisfies the most advanced requirements for voice communications. The ML440 provides mobility, flexibility and accessibility, without compromising on comfort and ease of use. It offers a robust design, large display, easy to use keyboard and dual charger. M155v Messenger *not to scale This lightweight communication device is ideal for healthcare and hospitality environments, where simple, quick and discreet communication is required. With an internal directory of 5 numbers, this wrist band allows staff to communicate with others in their department or team easily. This conveniently small device also has an SOS alarm key and location detection for added confidence in sometimes unpredictable environments. *dependent on software Desktop Handsets The DT700 / DT300 handset series are designed for ease of use and ultimate flexibility. A modular design to the system means that design upgrades can occur when it is cost efficient for you or as your enterprise grows. The handsets are highly customisable to fit your organisations needs, with a variety of options in the LCDs, keypads, faceplates and function keys. The simple and familiar interface designs mean that little or no staff training is required. All handsets come with interchangeable side panels, giving a unique look for every business. In a managerial office, the phone can be given an executive look with varnished wooden panels, or company s can self-brand the phones by printing logos or slogans on the environmentally friendly side panels. All IP phones also include a security key, allowing the phone to be locked. In public-facing work places this helps control usage of phones, lowering costs, as well as blocking public access to any confidential information. Bluetooth Handset There is an optional handset for DT300 series with class 1 bluetooth, 8 hours talk time and 50 metre range giving freedom in the workplace, whether it be in an office, a doctors surgery or retail. This handset also benefits from a unique 8-line key (8 programmable one-touch keys that can be assigned to 8 different lines or a range of features). DT330 w/ bluetooth handset DT750 DT750 This desktop handset is the flagship of the IP range with a colour 7.5 touchscreen, for easy, and quick navigation between menus. This handset has XML display capability which adds endless possibilities for displaying a variety of applications and information. IP DT730 & Digital DT330 With similar features to those of the DT750, plus 12-32 programmable keys, these versatile handsets benefit from an LCD function screen, giving it XML Open Interface capabilties that can be personalised to the user for ultimate customisation. When a user logs on to the handset, they will immediately get their familiar unique elctronic menu buttons. IP DT710 & Digital DT310 These are economical entry-level desk phones with 2 to 6 key displays, handsfree capabilities and a comprehensive directory, making contacting colleagues quick and easy. These handsets are ideal for hot desking, with programmable keys, making it quick and easy for users to log on and off whether at work or home. DT310 DT730/330 5
Additional Packages MyCalls In this climate, it is important to maintain a good relationship with customers to extend their loyalty with you as a company. MyCalls software can help with this by improving staff performance and aiding staff in their day to day customer communication. MyCalls provides managers with real-time information on every aspect of call activity in easy-to-read screens or wall board displays, which can be coloured and customised to suit your organisation. Realtime reports and statistics give managers and supervisors information on staff performance, giving a greater understanding of where extra training needs to be invested. This means that staff or department performance can be improved immediately rather than waiting for a daily report. For large businesses with multiple sites, reports can be drawn from all sites to view performance at company level. Staff have the ability to set their status if leaving their phone which is visible to colleagues, and also changes their voicemail accordingly to ensure customers are correctly informed and cared for. MyCalls can be integrated with Microsoft Office, making changes in voicemail or status automatic, according to your calendar. Voicemails can be adjusted remotely, for example when a member of staff is ill. An important feature of MyCalls is that all abandoned calls are logged and shown in reports. This means that call-backs can be made as soon as a member of staff is available. This ensures no business is lost even during busy periods. With MyCalls, rules can be programmed to alert a manager if one is broken. For example, if premium or international numbers are called, or when the duration of a call lasts longer than a set time. This helps control costs and gives full visibility of staff activity. MyCalls Call Recorder Telephone calls can be recorded and archived securely with simple retrieval and export when required. This improves dispute resolution where critical information is given as the recorded calls can be exported and used as evidence, or be used for training purposes, giving supervisors the option to listen, analyse calls and attach notes for agents to read. Skill Based Routing This function allows incoming calls to be distributed to the staff member with the highest level of skill, dependent on the subject of the call. For example, if a sales call is received by the sales team when they are all busy, the call can be directed to a suitable customer support team member, where the customer can be managed by someone of the right skill level. This decreases the level of abandoned calls, providing a better customer experience. Key Benefits l Increases sales and call productivity l Improves customer service and satisfaction l A wall board of real-time statistics creates motivation in staff members l Real-time statistics give management the ability to quickly respond to changes in call traffic or staff performance Automated Call Distribution (ACD) MyCalls ACD gives agents the option to log in and out throughout the day so that calls are redirected appropriately in their absence. An important element of inbound and outbound calling is to keep a record of what occurred during calls so that sales and marketing activity can be assessed. With ACD, a record will pop up on the screen when calls are dialled or received. After making a call, the agent will be put into wrap up mode for a set amount of time, giving time to complete reports or any tasks from the discussion, before receiving another call. ACD allows two comfort messages to be given to customers waiting in a call queue. For example, informing the caller that all agents are busy, and if the call is still not received within a set amount of time, an apology to encourage the caller to stay on the line. Additional functions to aid in the training of new employees are Silent Monitoring and Whisper, which allow supervisors to listen to conversations and advise staff on their performance without the caller hearing. UC for Business The Unified Communications (UC) for business offers users simple point and click contactability and instant viewing of important contacts. Managers can view staff presence, see calls waiting, parked or queued as well as skill based routing. Mobile Extension Mobile Extension allows your mobile phone to act as an office phone using a standard office extension, hiding your mobile number. This is ideal for contacting staff on the move easily whether on or off site. You can access information about your landline, such as who has called you and the ability to listen to voicemails. It also allows access to your Corporate Contact Directory, so you can still have contact with all your colleagues, wherever you are. l Enhances staff performance training l Integrating with a number of CRM systems, MyCalls helps measure and manage sales and marketing activity 7
Telephony and Multitone i-message All organisations have a multitude of reasons to communicate through a variety of media such as voice, text, alarms etc. Staff need to communicate with people or teams, machines need to be monitored, information downloaded and alarms fed to those who can assist. These communications occur throughout your organisation and with varying degrees of urgency. As part of the overall communication toolbox effective telephony systems can smooth the running of your organisation. By being able to view the availability of staff members or instantly be re-directed to another staff member who can assist you in their absence, immediately reduces the amount of time trying to find the support you need. Telephony systems should make contacting personnel as simple as possible for the caller. Ensuring your communication gets through to the right person when you need it simplifies whatever situation you are dealing with. Centralising your communication systems ensures that you always have an overview of your organisations entire communication channels at all times, giving you a constant stream of management information from which you can extract management reports giving you the factual information you need to make tactical decisions. Being able to protect your staff at all times and reduces unnecessary work-associated stress, reduces absenteeism. All of which assists with resource planning and increases business efficiency. needed. Such a cohesive view of all of your communication channels gives you valuable factual data from which you can make strategic business decisions. l Flexibility - you can integrate with numerous systems and an endless variety of technologies and devices ensuring that your entire communication system includes all of the options you need and will work best for you, irrespective of your location. l Security - with the high level of resilience automatically built into Multitone i-message system you are assured that your communication channels will function under the most testing of conditions, and that is when you need it most. The ability to have all of your communication activity supported 24/7/365 gives you peace of mind. l Modularity - with Multitone i-message you can build upon the existing infrastructure that you already have and add to it as and when your communication planning requires. With differing technologies being made available you can ensure that you will always be able to include those technologies that will assist you the most when you need them. This keeps your communication strategy moving forward in a controlled manageable way. l Traceability - with a full audit trail of all your communication activity all events are recorded and can be filed for later viewing of how your organisation reacted to a situation. For example, who raised a call and when and who dealt with the response. Why Multitone? Multitone Electronics are communications specialists. We work with a number of differing technologies and partners to provide products and services, all designed to complement each other and give you the voice, data and messaging options that fit your organisation and strategy. By including our product range in your communication mix we can offer you a robust communication system for your most demanding of working environments. Our expertise and product suite ranges from working with the emergency services delivering time critical messages, such as mobilising a cardiac team in a hospital, or mobilising a fire station; to ensuring school teachers working in challenging environments can get immediate access to support and assistance or just informing warehouse operators or retail staff, of what needs to be collected. Whatever your communication needs, Multitone can provide the answer, be it equipment, standard telephony, professional services or a bespoke infrastructure. We offer product and service options that together create a communication suite which meets the needs of different industries and organisations, be they large or small, all under a single point of contact for support. For further information on the company please contact us via: Telephone: +44(0)845 2003361 E-mail: info@multitone.com Or visit us on: www.multitone.com Multitone i-message Multitone i-message enables you to manage all of your communication channels. Irrespective of the choice of communication options adopted, Multitone i-message will always give your organisation: l Visibility - you can track all of the communications and see who can res pond allowing you to take corrective action if 9