Intelligent Cmmunicatin Slutins Ltd Data Slutins Netwrk Services Systems & Maintenance Mbile Slutins Intelligent Vice HD TM
Cntents Intelligent Cmmunicatin Slutins Ltd Abut Intelligent Vice Why Intelligent Vice Plycm Handsets Business Benefits Key Features Cst Cmparisn Analysis Prduct & Efficiency Tls Accunt Management Quality Assurance Manual
Intrductin t Intelligent Cmmunicatin Slutins Intelligent Cmmunicatin Slutins is a majr player in the telecms market ffering an unrivalled cmbinatin f leading prducts and services. Intelligent Cmmunicatin Slutins prvide custmers with fixed line access and calls, tgether with hardware supply and maintenance. Additinally, we perate ur wn VIP (Vice ver Internet Prtcl) netwrk. This mve frm Reseller t IP Carrier means that we are at the frefrnt f technlgical develpment and can ffer a unique cmbinatin f innvative prducts; fr example, the ability t pay custmers fr receiving incming calls. ICS ltd are based within The Nrth East and can prvide lcal supprt. We are a family run business with sme f the best specialists within the industry wh have all wrked fr mst f the large Telecms Cmpanies Intelligent Cmmunicatin Slutins based in the Nrth East Hsted IP service Calls and lines Engineering and maintenance services Billing services Custmer Services White labeled telecm service t partners Intelligent Cmmunicatin Slutins Netwrk Operatins Centre VIP netwrk VIP gateway intercnnect t glbal carriers (direct access t 60+ cuntries) We have strng partnerships with the majr tier ne carriers in the UK. This means we nly utilise the high quality netwrks prvided by these partners and ffer ne pint f cntact t ur custmers acrss all f ur prducts. We can ffer a truly unified cmms slutin based n yur requirements. Therefre ICS can tailr a slutin t suit yur business with the ability t discunt certain areas t allw us t prvide nt nly a first class slutin but als cmpetitive pricing.
As ne f the UK s premier IP Telephny Netwrk Prviders, we supply: Hsted IP Our revlutinary Hsted IP service allws yu t replace yur existing telephne systems and lines with a state-f-the-art VIP system. The system is infinitely expandable meaning yu never need buy anther telephne system again. This means capital expenditure assigned t the telephne system can be used elsewhere. The service prvides many advanced features such as call recrding, fax t email and best f all a payment t yu fr all yur inbund calls. Mbile Office This revlutinary service frm Intelligent Cmmunicatin Slutins prvides true ffice and mbile phne cnvergence. Installing Mbile Office allws yu t take yur ffice extensin and its functinality with yu wherever yu may g. This is made pssible by cmbining the pwer f Intelligent Cmmunicatin Slutins IP netwrk and prducts with the expanse and pwer f Vdafne s GSM netwrk. Mbile Office brings with it a number f features and benefits that are nt available n traditinal mbile phnes. Fr example, which ther mbile phne pays yu mney each and every time yu receive a call?! Our user enabled call recrd feature is als available at a fractin f the cst f ther similar prducts. Lines & Calls By transferring yur line rental t Intelligent Cmmunicatin Slutins, yu ll immediately see significant csts savings n all types f lines be they analgue r digital. The transfer is seamless and yu ll experience n disruptin t yur current service. Furthermre, any faults are dealt with t the exact same Service Levels yu wuld expect t currently receive. Similarly, the call service transfer is seamless and yu ll immediately see savings f ver 50% against standard tariffs. All calls are carried by nly the best Tier 1 carriers ensuring bth quality and resilience. Bradband We can prvide a cmprehensive range f SDSL and ADSL circuits ranging in bandwidths frm 1/2Mb, 1Mb, 2 Mb, up t 8Mb and up t 24Mb with cntentin ratis frm 50:1 t 1:1 Maintenance We can ffer a whle range f maintenance packages tailred specifically t yur needs. We can prvide 24 hur, weekend and bank hliday cver shuld yur cmmunicatins be critical t yur business.
Why IP Telephny? The phrase IP telephny is ften misunderstd, misquted and prly explained. This is mainly due t the different ways rganisatins market IP telephny and hw users have been intrduced t the technlgy. IP telephny, r VIP, is ften mistakenly applied nly t the Internet (Wrld Wide Web). Services (such as Skype) have ppularised this type f service and many hme users nw make calls t distant family and friends this way, mainly t reduce their call csts. VIP telephny is really a methd f cmmunicatin which uses IP Netwrks t transmit yur vice. Within a business envirnment VIP means that all cmmunicatins are carried ver an IP data netwrk, and des nt necessarily use IP Netwrks such as the Internet t make external calls. Yu can integrate Internet service type VIP (f the type hme users refer t) - but this is called a SIP line (Sessin Initiatin Prtcl) and is supprted as standard n the SL1100 platfrm. This use f VIP and SIP can be referred t as end-t-end IP. SL1100 IP Telephny can make use f bth VIP and end-t-end IP by using yur existing Netwrk t deliver vice calls t yur desk, and can use VIP t rute calls ver the Internet. This Pure IP system (which des nt switch between ld TDM technlgy and IP) allws fr; reduced call csts, reduced infrastructure csts, and multimedia vide cmmunicatins. By using a single infrastructure t deliver all yur Vice and Data needs yu can cnslidate csts, imprve efficiencies and increase prductivity. The SL1100 Platfrm includes integrated Analgue r ISDN lines fr traditinal external line cnnectins, as well as SIP trunks, allwing yu t benefit frm all types f cnnectivity. Traditinal telephne systems rely n dedicated cabling, cmplex cnnectin bxes and are ften difficult t expand as yur business grws. Mving ffices can be a cmplex and highly cstly exercise, nt t mentin the difficulties shuld yu have t implement a Disaster Recvery plan.
Abut Intelligent Vice HD Intelligent Vice HD Telephny frm Intelligent Cmmunicatin is a secnd generatin fully hsted and managed telephny service.it prvides the functinality f a high-end PBX allwing yur business t wrk mre efficiently and emplyees t be mre prductive. The Intelligent Vice HD Telephny IP Platfrm is hsted in a secure and resilient data centre. The nly equipment required at yur premises is a managed ruter, managed Intelligent cnnectivity, a chice f HD quality handsets and if required cat5 cabling. The system is mdular in that it is based n the number f users (seats) prviding the flexibility t easily add new users. Yu chse hw many cncurrent calls yu require t supprt yur business and als the level f seat functinality fr each user. Based n this criteria Intelligent Will deliver the apprpriate level f managed cnnectivity fr yur business. Mst system features can be cntrlled via a dedicated web prtal, either fr individual users r fr a grup administratr. Vital disaster recvery r ad hc call ruting plans can be cntrlled frm any internet enabled device frm anywhere in the wrld. This is an essential business cntinuity tl. Why Intelligent Vice Intelligent wn their wn IP platfrm and deliver calls ver the secure intelligent data netwrk. Intelligent d nt re-sell packaged fferings frm ther prviders, and are able t prvide mre impressive functinality and tailred slutins than an IPreseller. Intelligent already delivers this unique seat based service t thusands f business end-users. Other Intelligent Vice Users Ruter/ Intelligent Intelligent Data Public Tel Switch Managed Data Centre Exchange Cnnectin
The Plycm VVX 500 Gigabit business media phne Designed fr tday s busy managers and knwledge wrkers. It is a pwerful yet intuitive ffice phne that can keep up with their multitasking and schedule juggling. Designed fr a brad range f UC envirnments, the VVX 500 imprves prductivity thrugh a tuch-screen interface. It als serves as an applicatin platfrm that cmplements the applicatins n the user s cmputer. Plycm VVX 500 supprts expansin mdules fr applicatins such as persnal videcnferencing and wireless netwrking. It is easy t deply and manage with an enterprise-grade cnfiguratin methd, s administratrs can easily prvisin and maintain handsets thrughut the enterprise. Designed fr enhanced interperability, Plycm VVX 500 leverages yur existing IT investments by integrating with mre IP PBX systems than any ther business media phne in the industry. It ffers: UC Sftware and Plycm Desktp Cnnectr t PCs; keybard and muse sharing Micrsft Exchange calendar integratin Tuch-screen interface Expandable accessries fr vide and wireless Open applicatin platfrm and Web brwser Simple, flexible and secure prvisining ptins. Plycm VVX 410 12 Line Gigabit VIP Phne The Plycm VVX 410 is a 12 line HD Vice business media phne with a 3.5" clr LCD display and dual Gigabit RJ45 prts fr knwledge wrkers and ffice staff. With the VVX 410 Plycm phne yu can bring a high-quality, cst effective desktp telephny slutin t frnt line staff handling mderate vlume f calls thrugh advanced UC telephny features. The intuitive clr user interface f the VVX 410 makes navigatin easy and requires minimal training. Unsurpassed vice quality and clarity The VVX 410 delivers breakthrugh Plycm HD Vice quality fr life-like cnversatins, while minimizing fatigue making calls mre efficient and prductive. The VVX 410 yu can imprve persnal prductivity by cmplementing wrkplace applicatins n the cmputer. Users can view and manage their Micrsft Exchange Calendars, receive meeting reminders and alerts, access the crprate directry and Instant Messaging/presence status right n their phne display, even while waiting fr their PC t bt. They can als extend their PC s desktp t include this Plycm VVX phne s screen fr muse/keybard navigatin and interactin. The Plycm VVX 410 phne is easy t deply and simple t manage. Using an enterprise-grade, webbased, cnfiguratin methd allws administratrs t easily prvisin and maintain even a small number f phnes thrughut the entire rganizatin. This multimedia VIP phne prvides persnalized infrmatin at a glance, thrugh built-in web applicatins and custm backgrunds. The VVX 410 phne als cmes ready fr future expansin mdules as yur users need and business grws.
The Business Benefits Intelligent Vice HD Telephny can revlutinize the way yu cmmunicate by prviding greater flexibility, additinal functinality features and by reducing csts. Hrizn is a cmplete cmmunicatins slutin that prvides an extensive range f fixed and mbile telephny capabilities via an easy t use web prtal Designed fr the single user t enterprise, r multi-site t multi-tenant, Hrizn is a cnstantly evlving slutin fr tday s evlving business Intelligent Vice HD Telephny can revlutinize the way yu cmmunicate by prviding greater flexibility, additinal functinality features and by reducing csts. Number Prtability Keep current phne numbers and add further UK numbers n matter what telephne exchange yu are cnnected t. Resilience Calls can easily be re-ruted t cver emergency and disaster scenaris. Scalability Easy t deply mre handsets and seats as the business grws. Unrivalled Features High Definitin Vice quality, call recrding, call lgging. Slutins designed t drive prductivity. Administratin & Mnitring Web based phne and system management tls. All cntrlled using the Intelligent Web Prtal. Mbility Flexible mbile wrking allwing remte emplyees t have a single virtual number and appear as if they were sitting at their desk. Outlk, Explrer & Firefx Integratin Intelligent Tlbar allws screen ppping f calls, click t dial frm cntacts r directly frm a web page. View call histry, persnal and grup directries. Minimal n Site Resurce Needed Intelligent prvide full maintenance supprt. The Intelligent netwrk is mnitred 24/7 at ur Netwrk Operatins Centre. Call & Line Csts Free n net calls between users and sites regardless f lcatin. Onging line rental csts can be dramatically reduced. Cst & Budgeting N up-frnt csts and per user (seat) pricing ver an agreed term prvides a simple price structure and can demnstrate a clear return n investment.
Intelligent Vice HD Key Features Intelligent Vice HD Telephny ffers 3 distinct packs: Premier (We prvide premier licences as standard with n additinal cst) In additin t abve Service Packs Intelligent prvides several ptinal extras. Services Lite Business Premier Optinal extras Alternate Numbers 4 Annymus Call Rejectin 4 4 Autmatic Call-back 4 4 Autmatic Hld/Retrieve 4 Aut Attendant 4 Barge-in Exempt 4 Basic Call Lgs 4 4 4 Busy Lamp Field 4 Call Centre - Standard 4 Call Frwarding Always 4 4 4 Call Frwarding N Answer 4 4 4 Call Frwarding Nt Reachable 4 4 4 Call Frwarding Selective 4 Calling Line ID Blcking Override 4 4 4 Calling Line ID Delivery Blcking 4 4 4 Calling Name Retrieval 4 4 4 Call Ntify 4 Call Return 4 4 4 Call Transfer 4 4 4 Call Waiting 4 4 4 Cnnected Line Identificatin Presentatin 4 4 4 Cnnected Line Identificatin Restrictin 4 4 4 Services Lite Business Premier Optinal extras Custm Ringback User 4 Intelligent Anywhere 4 Intelligent Tlbar 4 Intelligent Sftphne (fr pc r laptp) 4 Directed Call Pickup 4 Directed Call Pickup with Barge-in 4 Diversin Inhibitr 4 4 D Nt Disturb 4 4 External Calling Line ID Delivery 4 4 4 External Custm Ringback 4 Flash Call Hld 4 4 4 In-Call Service Activatin 4 4 Internal Calling Line ID Delivery 4 4 4 Last Number Redial 4 4 4 Multiple Call Arrangement 4 N-Way Call (Three party cnferencing) 4 Outlk Integratin 4 4 Pririty Alert 4
Key Features Cntinued Privacy 4 Push t Talk 4 Receptinist Attendant Cnsle 4 e Remte Office 4 4 Selective Call Acceptance 4 Selective Call Rejectin 4 Sequential Ring 4 4 Shared Call Appearance 10 4 Simultaneus Ring Persnal 4 4 Speed Dial 100 4 4 Three-Way Call 4 4 4 Unified Messaging (Vice and Fax) 4 Web Prtal (User r Administratr) 4 4 4 y Features ey Features
Prductivity and efficiency tls The Intelligent Web Prtal Using the Intelligent User r Administratr Web Prtal, businesses are empwered t self-cnfigure and manage their grup and persnal services in real-time, thereby minimising csts fr mves, adds, and changes. Administratrs can cnfigure and amend hunt grups, messaging, music n hld and many ther services all at a click f a muse. Individual users als benefit frm the increased cntrl and flexibility. The Persnal web prtal allws users t easily cnfigure their services t meet their specific needs, withut having t remember any star cdes r cmplex prcedures. The Intelligent Tlbar enables users t make and accept telephne calls, and change telephne settings, frm within MicrsftOutlk, InternetExplrer and Firefx. Micrsft Outlk editin has key integratin features such as utbund click-t-dial frm Outlk cntacts and right-click t dial frm email messages. Internet Explrer and Firefx editin allws users t highlight web page number and right click t dial. Full call cntrl (answer r sft pickup, hld, end, 3-way cnference and transfer r retrieve vicemail). Easily change telephny service settings such as Simultaneus Ring, Call Frward All, Call Frward N Answer, Call Frward Busy, D Nt Disturb and Remte Office. View grup and persnal cntact directries. View Call Histry.
Accunt Management Custmer Services Custmer Services is made up f a diverse team f specialists prviding custmer care and supprt t a wide range f SME and Crprate accunts. We have in huse engineers wh can speak t custmers directly if required and ur field engineers supprt the Custmer Service teams t gain speedy reslutins fr custmers. We als actively engage with ther departments within the Cmpany t speed up the reslutins fr the custmers and/r prvide services quicker. The Custmer Services Department has its wn autnmy n behalf f the custmer. Custmer Services advisrs are trained in all aspects f the rganisatin s peratins, prducts and services and hw they wrk; this enables yu, the custmer, t experience where pssible ne call reslutins and where this is nt achieved the advisr will maintain wnership f the reasn fr cntact until reslved. Where issues are nt easily reslved there is an escalatin prcedure fr staff t use, t facilitate prblem slving by senir managers as required. Issues and SLA perfrmance Whilst we hpe that yu never have the need t cmplain, we d welcme feedback in the event that yu feel that we have nt met the high standards yu expect frm us. Cmplaints are taken very seriusly by ur rganisatin. Our cmpliance time fr fault reprting is 96% as measured against ur published Service Level Agreements. Our present cmplaint handling figures are 0.86% frm ur custmer base. The department handles an average f 12,000 calls per mnth and nt ne f these calls is taken by an autmated system, when ne f yur team call us they will speak t a real persn every time. Mnitring and Reprting All reprted faults, issues and cmplaints are lgged and mnitred t reslutin. The details are available frm yur pint f cntact and discussed with the Intelligent Cmmunicatin Slutins Ltd Accunt Manager. Hw d yu raise an issue? In the first instance cntact us directly. If yu feel that the issue has nt been dealt with t yur satisfactin then full details f the issue shuld be put in writing and either psted r e-mailed t the Custmer Services Directr. This will enable us t address each issue quickly and apprpriately. What happens when we receive an issue r cmplaint? The cmplaint is lgged n ur electrnic cmplaints systems and given a cmplaint reference number. Our cmplaints system is audited as part f the BSI standards. When will we cntact the persn raising the issue? Within 4 wrking hurs, the custmer will be cntacted by telephne by a Custmer Services Representative, wh will take wnership f the issue t reslutin.
What happens next? An internal prcess will be fllwed with the relevant departments t gather all infrmatin required t deal with the issue We will prvide updates t the custmer at each stage f the prcess, agreeing actins and agreeing when the next update r cntact will be. We will keep the custmer raising the issue fully infrmed until we have reslutin r ffered an alternate slutin. What t d if the custmer is nt happy with the utcme? Yur dedicated Accunt Manager, will fllw up using the Intelligent Cmmunicatin Slutins Ltd escalatin prcedure. Yur accunt manager will maintain regular cntact with the Custmer Services Department wrking as a team t reslve yur issues. Billing Intelligent Cmmunicatin Slutins Ltd d nt utsurce ur billing peratin, it is all handled n site by a team f highly skilled technicians. Our billing engine is ttally bespke, and whlly wned by us. In shrt, this means that we have the inbuilt flexibility t cnstantly evlve within an ever changing marketplace t exceed custmer expectatins. The Billing Department is able t prvide: Call and line rental rates significantly cheaper than BT Call bundles available Paper billing Per secnd billing Itemised email billing Online call management Cst centre reprting Tp 10 analysis reprts Usage by day reprts Usage by hur reprts Key Cntacts Fr all general custmer service enquiries including reprting f faults: Intelligent Cmmunicatin Slutins Ltd Custmer Service Number - 0845 4583220 All yur new line / cease line requests shuld be made frm yur authrised cntact t: enquiries@ics-ltd.rg.uk Requests frm authrised persnnel will be actined same day.
Quality Assurance Manual Our Plicy Intelligent Cmmunicatin Slutins Ltd and its assciated cmpanies aim t prvide a cmplete telecmmunicatins service t business and are cmmitted t prviding ttal custmer satisfactin by cnducting ur activities in accrdance with ur published Cde f Practice, agreed by the Telecmmunicatins Regulatr, and available n request. In supprt f this we have implemented a quality management system designed t help us manage ur activities effectively and efficiently. T demnstrate ur cmmitment ur quality system has been assessed and registered by BSI. It is ur plicy t cnsistently meet ur custmers requirements, mnitr agreed quality and service standards, and imprve ur perfrmance thrugh clear bjectives and measurable targets. Every member f the cmpany is respnsible fr achieving and maintaining ur quality standards thrugh persnal invlvement and actin. Thrugh training and delegatin we aim t develp the talents f all ur emplyees t enable them t participate fully within the cmpany as a member f the team.