Managed Voice Solution

VoIP and Outsourcing Cost Savings

A Managed Voice Solution takes the benefits of Voice Over IP and outsourcing to bring immediate cost savings across the enterprise. Parts of this can be piloted or implemented in stages to bring quickly realised benefits within the framework of a longer term strategy. Existing local and wide area networks can often be used in place of traditional phone networks or as a supplement, so that both cost saving and increased resilience are achieved.

Benefits

Some of the key benefits of managing voice telecommunications in the cloud are:

	Immediate cost savings can be made on call costs using Voice Over IP through the WAN to SIP gateways and gradually eliminating site-to-site call costs.
	Enterprise call cost management and planning can eliminate call costs incurred from abuse or bad practice.
	By moving functionality from site equipment including PBX's and peripheral devices for call logging,voice logging and voicemail into the network, further cost savings on equipment rental, maintenance and training can be realised.
	Reduction in rental costs of ISDN and other lines can be achieved using VOIP.

	Where a number of different equipment types are employed from different vendors, a migration path can replace these with standardised handsets and functionality.
	An enterprise-wide numbering strategy can be employed both for published and internal (extension) numbers.
	External numbers can be geographic, non geographic (03, 05, 08) or International, available in a large number of countries.
	Staff training is reduced as is demand on internal technical support.
	Centralised management of numbers, extensions and features is achieved throughout the enterprise from a unified secure permission based web management console.

Redundancy

Using the high availability of the WAN and multiple network connections to the PSTN, the requirement to plan an additional layer of redundancy in the voice network can be removed.

Features that may be currently performed by multiple discrete devices (call logging, voice recording, voicemail, conferencing) can be migrated to 'virtual services' managed securely through the data network.

Business Continuity

Inbound call handling can be centrally managed to handle partial or complete site failures.

In the event of a Disaster Recovery situation, the continuity of service to callers will be maintained with no loss of functionality since routing plans are maintained in the voice network.

New Functionality

Features that would be expensive, difficult or impossible to implement on a multi-site basis can be implemented cost effectively and at low risk on the voice and data network.

	Virtual Call Centre, where agents are distributed across sites or home workers.
	Virtual extensions where staff can log on at any fixed or mobile location to take calls or interact with data ('Presence' and 'Hot Desking').
	Management of all inbound calls, extensions and features.
	Unified Messaging (Voicemail, Email, Instant Messaging and SMS interconnected and accessible across disparate devices).
	Presence based staff notification by voice and SMS for emergency and routing messaging.
	Specialist Interactive Voice Response including options for EPOS or CRM integration.
	Enterprise conferencing including phone and web participants.
	Rich media communications on VOIP and mobile VOIP (including MMS and video calling).

Components and Features

The following are the main service areas that can be incorporated into a managed Enterprise Voice Network. The components are not interdependent and can be added selectively or in stages.

SIP Gateways and Enterprise SIP Network

X-on provides SIP gateways to various interconnected networks to provide outbound call traffic with Least Cost Routing and failover.

X-on has direct wholesale interconnects with tier one carriers such as BT to ensure maximum quality of service.

SIP gateways offer uncompressed (G711a) or compressed (including G729) voice traffic.

Inbound Call Handling

X-on's PhonePresence service offers flexible and client managed call handling for inbound calls, including:

	Routing to VOIP/SIP devices, TDM/POTS phones or trunk groups, mobile and non SIP gateways (IM etc).
	Flexible routing based on groups, time of day and user controlled 'presence' (log in to device or group of devices).
	Optional call queuing with failover routing plans to users, groups or messaging services.
	Real time call status and missed call displays.

Virtual Call Centre

The Virtual Call Centre extends the PhonePresence functionality to include:

	Call distribution to multiple agent groups.
	Distributed agents across the enterprise on various devices.
	Skill based routing.
	Geographic routing.
	Dynamic queuing with call backs.
	Inbound and outbound call blending.
	Agent management.
	Real time status displays - 'wallboards'
	Integration with CRM or EPOS packages for caller detail presentation (e.g. screen popping).
	Caller based routing.
	Click to call for outbound campaigns.
	API for integration with third party products.

Call Logging

Calls into and out of the voice network are logged centrally for an enterprise wide call logging package.

Reports are available on demand or scheduled according to predefined groupings.

Exception reports allow management issues to be highlighted.

Voice Logging

Centralised voice logging (recording) of all inbound and all SIP based outbound calls can be configured by extension, trunk or on demand for training, audit or compliance purposes.

Recordings are archived in compressed mp3 files and available immediately on the web. Authorized operators can search recordings by time, date, user name or ID, dialled number or calling number. Network Voice Logging eliminates much of the cost and security implications of discrete call recorders.

X-on also can provide mobile voice and SMS bidirectional logging services to any device based on a unique dynamic directory service.

Voicemail and Unified Messaging

Hosted voicemail services can be provided for user, group or public access. Voicemail messages are available through dial in, web access or forwarded to email. A full set of voicemail features is provided.

Interactive Voice Response

Flexible IVR services can serve public requests for information or as part of call routing on an inbound call.

IVR services can be simple menu structured services, or use Automatic Speech Recognition for complex interaction.

Data can be provided to callers from database or web service integration and presented dynamically, using text to speech if required.

Emergency and Routine Notification

The X-on Alert service allows groups of users to be notified by voice call, SMS or email in predefined emergency or routine scenarios.

The highly configurable service is used for public and staff notification in the event of incidents and provides real time response to system administrators.

Features of All Services

Deployment on multi-site resilient network structure.

Management from permission based secure web console.

Cross-service database of users, presence and permissions.

Pricing Models

Pricing is typically by low per-user monthly license and management fees with some features or services being charged additionally. This makes it very cost effective for organisations to deploy services incrementally.

Low costs for outbound calls and SMS, together with termination revenue on certain number ranges create compelling arguments for switching to a managed Enterprise Voice Network.

Credentials

X-on is the trading name of Storacall Technology Ltd incorporated in 1991 and with over 10 years experience in hosted telecommunications services.

Multi-site clients include Tenpin and Makro and X-on has a client base incorporating health (NHS), pharmaceutical, blue light services, banking and retail.

X-on's multi-site network infrastructure includes interconnects with major UK network operators including BT, Gamma, Opal and peering with data networks and the Internet in multiple locations.

For further information on X-on Managed Voice Solution please Contact Us
or Call Sales on 1300 110 330.