PRODUCTS AND SERVICES 2017/18 Streamline processes and grow your business with cutting edge hosted communications

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1 PRODUCTS AND SERVICES 2017/18 Streamline processes and grow your business with cutting edge hosted communications

2 WELCOME TO OUR PRODUCTS AND SERVICES GUIDE Introduction We are the UK s leading provider of hosted communications with over 13,000 clients ranging from single worker companies to global corporations and private/public sector organisations. We hold a portfolio of award winning and cost-effective telecoms products, such as inbound numbers (08/03/01/02) inbound services (IVR, Call Queue, Contact Centre) VoIP phone systems and Business only Connectivity (Broadband/Fibre) Contents Products and Services Inbound Numbers (08/03/01/02) Inbound Services (IVR, Call Queue, Contact Centre) VoIP phone systems Business only Connectivity (Broadband/Fibre)

3 PRODUCTS AND SERVICES We are extremely proud to provide an award winning range of products and services, backed up with a UK based sales, order provisioning team and highly commended customer support teams. Inbound Numbers It is important to use the right type of number for your business. From freephone numbers to increase sales, to high rebate numbers offering 8ppm with every call. We hold a catalogue of over 8 million available numbers, so we have the perfect number for your clients website, van livery, flyers and television or radio campaign. Inbound Solutions We go out of our way to provide market leading call management services that are both competitive on price and deliver on their promise. Over the past decade we have championed hosted telecoms and worked with some of the UK s largest organisations to bring you cost effective, best in class inbound call solutions. VoIP Phone Systems We offer a range of VoIP Packages to suit any size of business, from start ups to established SME s. We can also include free phones, inclusive minutes and all our plans come with free connection. Our system is truly tailored around your clients requirements, CRM integration, softphone apps and call recording to name a few. Business Only Connectivity We handle connectivity solutions for clients across the UK, with varying installations based on the demands of the business. We typically run ADSL circuits for resilence to a fibre leaded line connection, with further options to promote multi-site networks. We work with 20+ networks to ensure the right connection is installed. Working with the NHS to support patient calls 24/7 using cloud based call centre functionality PROUD TO WORK WITH... The needs for future-proof, scailable, resilient, flexible and cost effective telecoms has paved the way for cloud based solutions. We specialise in cutting edge cloud based products and services, which have opended the door to working with the NHS, Transport for London, Hilton Hotels, Nutricia, Lego and Kaspersky. There are truly no limits with hosted comms! We have worked with Telecoms World on several projects, each of these have improved how our departments manage calls. It is great to know we have a knowledgable and supportive communications provider and look forward to take further advantage of their hosted telephony services 2

4 INBOUND NUMBERS The number you choose supports your brand message and sets an impression on the type of call you want to receive, 0800 sales calls or 0300 charity calls. Stand out from your competitors and attract new clients using a memorable non-geographic business number or choose a range of virtual local areea numbers (01/02). We hold over 3 million numbers, which can be activated within 24 hours FREEPHONE 0800 NUMBERS Increase enquiries by 300% with an 080 number that s free to call from landlines and mobiles across the UK. An 080 number is a great way to increase sales as they enable potential customers to call your business for free from any UK landline or mobile phone. CHARITY 0300 NUMBERS If you re a non profit organisation, we ve got numbers just for you. Giving you consumer credibility and low call charges numbers are exclusively reserved for charities, public sector and non profit organisations operating within the UK. 280,000 available numbers. Example ,000 available numbers. Example REVENUE SHARE 0844 NUMBERS You provide the service, we provide the rebate. Get up to 4ppm on every call, keep the rebate with no monthly Fee. The industries highest rebates paid monthly. Numbers in this range include 0844, 0843 and 0845 Numbers. BUSINESS 0333 NUMBERS our clients wont mind paying to talk to you, especially if it s an 03 number with low call rates when calling from a mobile. Calls to 0333 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls. 30,000 available numbers. Example ,000 available numbers. Example /02 HIGH REVENUE SHARE 0871 NUMBERS If you provide a premium service, we provide a premium rebate. Get up to 8ppm on every call with no monthly fee. Provide a premium service, get a premium rebate numbers are commonly used for client support lines, 1st and 2nd line advice with skilled workers guiding clients through a fault or issue. LOCAL 01/02 NUMBERS Use virtual 01/02 geographic numbers to compete on a local level by entering markets across the UK from one location. Be local anywhere with Virtual 01 and 02 Numbers. Businesses can choose numbers from over 520 UK wide area codes. 35,000 available numbers. Example ,000 available numbers. Example

5 INBOUND NUMBERS Offer businesses with new number/s for their website, marketing, TV or Radio advert can also allow help to help improve advertising response. Using the latest range of Virtual Geographic Numbers and Call Analytics, you can promote your business to local towns and cities with amazing success!!! 4 SIMPLE STEPS TO TAKE ADVANTAGE OF MULTIPLE NUMBERS Research the local area codes surrounding your business Choose a memorable number from Telecoms World for each of the local area codes Route incoming calls from each of the 5/6 area codes to your main office number Market your business into the local towns/cities and measure the response using Call Analytics. Businesses that are promoting an 08 or 03 number have an opportunity to port their number to our network to save money, generate a higher rebate or add functionality. We offer businesses the highest rebates in the country, with dedicated account management offering full support 24/7 ONLY 3 SIMPLE STEPS TO PORT A NUMBER TO TELECOMS WORLD Our experts make the port quick, easy and hassle free. Our 3 step process is complete within 30 working days We pay you up to 500 to transfer your number/s to our network* The figure is calculated based on current call volumes As we only deal with B2B communications we can offer you a better deal than the leading providers Get the UK's highest rebate on all incoming calls to your business 4

6 INBOUND SERVICES We go out of our way to provide market leading call management services that are both competitive on price and deliver on their promise. It's amazing to think that even after all the advances in communication technology, a phone is still the number one generator of sales for 98% of businesses. So rather than trying to replace the phone, we developed ways of enhancing it. Introducing our hosted call management services. CALL ROUTING Never miss a another call with our web based call routing service. Take control of where and when your calls are answered 24/7 IVR (AUTO ATTENDANT) Make the perfect first impression with our award winning IVR service, 'Press 1 for Sales, Press 2 for Customer Services Divert calls to any UK landline or UK mobile phone number. Divert on busy or no answer to alternate numbers or voic . Time of day routing with pre recorded announcements for out of hours and busy Voic to for those unanswered calls and out of hours You can script and design an IVR to give callers the perfect introductiuon to your business, and direct callers to the correct staff member or team Our online interface allows you to make amends to your telecoms set up from any we enabled device Control up to 10 department options with the ability to route incoming calls to and landline or mobile number CALL QUEUING Manage high call volumes in real-time with our cloud queuing facility with position announcements and music on hold CONTACT CENTRE Create a hosted call centre environment for homeworkers, remote workers and office agents to answer incoming calls Our call queue manager interface ensures that your business is capable of monitoring and controlling call volumes Your callers will no longer get an engaged tone, even if you have limited phone lines We have an in-house team of professional recording artists to record your greeting, department options and voic scripts Configure call agents that answer your incoming business calls with login access to set their availablity and status Management dashboard provides complete visibility of incoming calls and queued callers Setup control of calls during and outside of working hours and department shift patterns CALL RECORDING Our industry leading call recording solution with real-time storage in a simple format for quick search and playback PCI COMPLIANCY Introducing the Compliant Cloud Payment Gateway. PCI compliant gateway to take card payments over the telephone Record and store your calls in our secure cloud with access from any web enabled device Manage recordings through our quick,easy-to-use interface. Tools to search, play and flag recordings Download and audit sales/customer services calls to improve processes and caller experiences Take secure phone payments by transferring calls into the cloud with secure and encypted data Funds are sent direct to your merchant account with confirmation payment IDs from the gateway Our Compliant Cloud offers complete PCI-DSS (Payment Card Industry - Data Security Standard) business protection at Level 1 5

7 INBOUND SERVICES We offer wide range of solutions to help businesses to control where and when incoming calls are answered Online Control Edits and updates to manage calls are made at the click of a button. IT experts and telecoms technicians are a thing of the past, with our online control your telecoms setup is changed at the click of a button Management Features The flexibility to continually add and remove features that support the way that your business operates. From voic to , multiple time zones, call notifier and configurable announcements Disaster Recovery Ensure that your business remains functional in the event that a business line is damaged or natural disaster impacts the business. As our services are hosted in the cloud, no physical equipment can become damaged, meaning you have complete business continuity Reporting (Call Analytics) Gain clarity on the calls being made to your business, with reports, graphs and charts that show where and when calls are received. Measure marketing response by comparing multiple numbers and identify trends for missed calls and unanswered calls Our team are on hand to work with you, to help support ideas and opportunities with your clients. Our 14 years experience with call management is a resource that you can call upon should a client need bespoke services or training with the services. Working with the NHS to support patient calls 24/7 using cloud based call centre functionality PROUD TO WORK WITH Businesses of all industry markets require inbound call management for call centres, sales hotlines and support services 6

8 VoIP Phone Systems We offer a range of VoIP packages to suit any size of business, from start ups to established SME s. We can also include free phones, inclusive minutes and all our plans come with free connection with 12, 24 and 36 month contracts BRONZE Package Per seat VoIP license starts at per month. Calls to landline are charged at 1 pence per minute, calls to mobile are charged at 7 pence per minute. SILVER Package Per seat VoIP license starts at 6.99 per month*. 500 inclusive minutes to UK local/national and mobile numbers. Call management with the online portal provides hands on control of business calls. GOLD Package (Free handsets) Per seat VoIP license starts at per month inclusive minutes to UK local/national and mobile numbers. Call management with the online portal provides hands on control of calls using added features including Call Statistics, IVR and optional extras. PLATINUM Package (Free handsets) Per seat VoIP license starts at per month.unlimited minutes to UK local/national and mobile numbers. Call management with the online portal provides hands on control of calls using added features including Call Statistics and IVR. The platinum package provides full access to all system features including call queuing and call recording FUTURE PROOF PHONE SYSTEM VoIP is a complete business communications service that provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal. It offers a range of business-focused features with an emphasis on control and administration through the web that takes the burden away from your customer s IT team. Local administrators manage and configure the system according to the organisation s needs. Employees can then manage their calls easily and effectively, so maximising individual productivity. We are much more hands-on with our telecoms than ever before. Our clients have given us nothing but positive feedback on our call handling. The online call management is simply fantastic" Darryl Osbourn - Elite Security Systems 7

9 BUSINESS ONLY CONNECTIVITY There are many buzz words and acronyms but what it really comes down to is finding the right connection for your clients requirements ADSL ADSL business only broadband. Premium grade connectivity with our dedicated UK based customer service. Clients benefit from a business only high speed connection, competitive line rental rates and a pre-configured wireless router Fibre Our super fast business fibre connections are deigned for modern data demands, such as HD video calling, file sharing and business cloud applications. Through our business only network we run high speed fibre connectivity from the exchange to the cabinet (FTTC), then route to the premises through copper phone cabling Leased Lines UK's best prices on leased line connectivity straight to the business premise. Save up to 60% with Telecoms World connectivity. Dedicated broadband connection for your business with speeds of up to 1Gbps up and down. From 150 per month with rapid installation times! Network Wide Area Networking allows you to unite your offices and staff no matter their location around the world! WAN networks hold a 99.9% Service Level Agreement (SLA) with increased resilience using separate data carriers. Disaster re-routing in less than 50 milliseconds BUSINESS ONLY CONNECTIVITY Connectivity with Telecoms World is carried across our business only network (no residential clients) with far higher resilence and capacity than the traditional home broadband. Each connection has an elevated care level, meaning that the service is flagged as a business tag to escalate any issues should they arise. 8

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12 TELECOMS WORLD PLC Unit 2/3 Kingfisher House New Mill Road Orpington Kent BR5 3QG T E enquiries@telecomsworldplc.co.uk