Voice

Voice over Internet Protocol (VoIP) represents a contemporary approach to telecommunications. By converging voice and data networks, businesses are expanding the ways they can communicate with customers, and reducing many costs associated with carrier charges and system administration.

VoIP opens the door to a single voice solution across many worksites, with all the benefits of centralised administration. Centrally hosted features such as video conferencing, unified messaging, and remote contact centre agents become a reality.

Tie Networks can offer a range of IP telephony solutions:

Mitel 3300 ICP

The Mitel® 3300 IP Communications Platform (ICP) provides enterprises with a highly scalable, feature-rich communications system designed to support businesses from 10-65,000 users.

The 3300 ICP provides enterprise IP-PBX capability plus a range of embedded applications including:

- standard unified messaging

- auto-attendant

- ACD

- wireless

Operating across virtually any LAN/WAN infrastructure, the 3300 ICP provides seamless IP networking allowing for full feature transparency within distributed environments by supporting networking standards such as Q.SIG, DPNSS, and MSDN.

The 3300 ICP provides organizations with the opportunity to IP enable their legacy PBX's, protecting existing investments while delivering all the advantages of a converged infrastructure.

Mitel 3300 ICP provides:

Seamless IP networking across multiple sites
The ability to cluster up to 999 controllers as a single system, to support over 65,000 IP ports
Mitel's System Data Synchronization technology for sharing data among controllers, in order to enable feature transparency across a cluster of controllers
Hardware redundancy and software resiliency delivering an incredibly robust solution
Industry-standard SIP trunking and SIP line side support
Support for industry-standard networking protocols such as Q.SIG and DPNSS
500 telephony features
Embedded Standard Unified Messaging, auto-attendant, ACD, and WiFi and IP DECT wireless
Support for the broadest range of IP desktop devices within the industry today
Web-based user interface that allows for easy programming of desktop phones
Hot desking, allowing users to change any extension to their own
802.3af compliance for power over Ethernet
Support for touch-of-a-button, drag-and-drop video and audio conferencing
Industry-standard APIs and support for third-party applications through Mitel Solutions Alliance (MSA)

Cisco UC500

Cisco Unified Communications 500 Series for Small Business supports:

Voice: Use advanced communications capabilities including telephone call processing, voicemail, automated attendant, and conferencing functions to respond to customers faster and save money on long-distance charges
Video: Conduct face-to-face meetings using optional video conferencing capabilities
Wireless: Help employees be more productive and collaborate better through access to applications and information from anywhere they work
Productivity: Use with existing desktop applications such as calendar, email, and customer relationship management programs
Secure Routing: Reduce business risks associated with viruses and other security threats

Get an advanced phone system that expands as your business grows and changes, without a lot of capital expense.

Hybrid PBX

A hybrid solution integrates the high level of functionality offered by traditional telephony systems with the benefits of IP telephony. Organisations can deploy IP telephony where it makes good business sense, while making use of digital and analogue telephony as a low cost alternative where IP functionality is not required or available to users.

VoIP doesn’t mean throwing out your current infrastructure. Organisations can migrate to IP telephony in stages, preserving the value of their existing infrastructure, and still take advantage of network benefits that IP offers.

If your organisation is not ready to deploy IP telephony just yet, Tie Networks can provide a traditional solution that delivers the reliability you require now and the option of migrating to VoIP in the future.

Avaya IP Office

Informed buyers know the range of Avaya telephone systems is the ONLY choice when it comes to buying the world's #1 phone solution. Avaya uses software driven technology compared to fast-dating hardware of other phone systems. This means that when new technology becomes available, Avaya phone system users can easily and cost-effectively update the software.

Those with their finger on the technology pulse know that Avaya PABX has been designed for today AND tomorrow - and won't become redundant. That's why Avaya phone systems are used by over 90% of American Fortune 500 companies.

Contact Centre

Q-Master

Integrated customer contact

Small and medium-sized contact centres have the same requirements to satisfy customers as larger centres, but not necessarily the resources to invest in and manage complex contact centre solutions. Zeacom ContactCenter is a scalable contact centre solution that offers high-end functionality at an affordable price.

Zeacom ContactCenter dynamically reacts to caller demands and organizes incoming calls based on parameters that you set. Whether they arrive by telephone, email or the web, you can manage and report on these media types in a single centralized environment. Using its sophisticated CTI based routing features; callers can be directed to the right agent every time.

During peak traffic periods, Zeacom ContactCenter greets callers with customized announcements, advising them of their position-in-queue or the estimated time to answer. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.

Zeacom ContactCenter is fully modular, allowing you to select the components you need to best meet your operational and budgetary requirements while giving you the flexibility to add more functionality in the future.

Unparalleled control at your fingertips - adjust call patterns, set skills-based routing profiles, assign agents to multiple queues and apply these parameters based on time of day and day of week.

Improve Customer Service - your best customers can have automatic priority status applied to their calls or they can be directed to the agent who last talked to them.

Lower call abandonment rates - keeping callers informed significantly reduces the number of abandoned calls. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.

Reduce call-handling times - by delivering calls to the most appropriately skilled agent and then screenpopping caller details to the agents PC - before they answer the call.

Transform your Call Centre into a Contact Centre - Zeacom ContactCenter intelligently manages all media types and delivers call to the most appropriate agent, making your contact centre more responsive and cost effective.

Minimize your investment - Zeacom ContactCenter is completely modular, allowing you to select the components you need today to best meet your operational and budgetary requirements, while retaining the flexibility to add additional modules in the future.

When you choose Zeacom ContactCenter, you open the door to a wealth of contact centre expertise. It is packed with the sophisticated functionality that today's business environment demands - yet it is remarkably economical.

Zeacom ContactCenter is supported on the Cisco Call Manager; Avaya's Definity, Communications Manager, IP Office and Magix platforms; and the entire range of NEC PBX's.

Unified Messaging

Corus

In today's fast paced business environment your customers need to receive a positive result every time they contact your business

Small and medium-sized businesses can now affordably integrate voicemail and email office-wide, enabling employees to listen to voicemail messages, access e-mail, view detailed caller information, return calls and create custom voicemail greetings directly over their PCs with Corus from Zeacom.

Corus enables companies with up to 1,000 employees to take full advantage of powerful messaging options that have previously been available, at a significantly higher cost, only to larger businesses. The messaging application resides at the company's site on a dedicated server and is compatible with Avaya, Cisco and NEC telephony systems.

Modules
Because ZeacomCorus is modular, businesses have the flexibility to choose components that best meet their messaging and call management needs. The modules can also all be integrated together for a complete office-wide call handling solution. These include:

Voicemail - users can create caller and situation specific voicemail greetings or select pre-recorded greetings to relay their status to callers.

Console - gives a company's receptionist or call attendant an overall view of all incoming calls and status of all internal extensions.

Desktop - displays a screenpop showing the caller's name, company, phone number and other useful information. It also provides the user with a list of all inbound and outbound calls to their extensions.

Inbox - email and voicemail messages are integrated onto a single Inbox screen, enabling Outlook users to forward, hear or respond to both types of messages on and off site.

Fax Messaging - faxes are seamlessly integrated with Desktop and Microsoft Outlook into a single unified environment, enabling better management of your faxes all through your PC.

Networking - connects multiple voicemail sites into a single environment allowing the exchange of voicemail messages between users at different sites.