TELEPO ADVANTAGE CLOUD AS A BUSINESS - Helping our clients get their competitive edge with smart cloud systems - Digital Island
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TELEPO CLOUD AS A BUSINESS ADVANTAGE Helping our clients get their competitive edge with smart cloud systems.
WHY
DIGITAL ISLAND
As a business Digital Island seek to be disruptors in the market through our agility, superior
client service and Mobile-First Strategy. Our personality is driven by our passion to build
strong relationships with our clients and deliver solutions that fit our client’s needs.
We understand that our clients have a business to run and they expect a consistent, reliable
service to be delivered by a partner that they can trust. This allows them to focus on what is
important to them and gives them the peace of mind that a specialist is taking care of their
technology and communications.
Digital Island prides itself as one of the leading Cloud PBX & UC experts in New Zealand. Its
superior client service is underpinned by its investment in the Telepo Cloud UC platform,
Mitel’s world leading cloud Unified Communications technology. Digital Island has
successfully harnessed the best of both worlds and are helping our clients through their
Digital transformation, mobile first journeys to win big in this digital world.
COLLABORATION MOBILITY
CUSTOMER SERVICE CLOUD
INTRODUCING
TELEPO
Telepo: Simply the way our clients Talk,
Share, Meet & Collaborate.
Whether your business is looking to move your communication
systems to the cloud, improve your client experience with digital and
Mobile-First Strategies or needs flexibility to scale quickly, Telepo is
what you need.
Telepo is a smooth and intuitive, cloud-based collaboration solution
that is not just simple, it is next generation. Innovation is the key to
ensure your business has the leading edge.
Being application led and device agnostic, Telepo offers the peace of
mind of always having the latest technology at your fingertips.
ONE SIMPLE
SOLUTION FOR CONNECTED
BUSINESS
Telepo is a flexible and highly scalable mobile first
Cloud Unified Communications platform designed to
enable collaboration on any device at any time.
Telepo
Flexible Cloud based subscription model:
+ Bundled (Inclusive) Calling or Pay As You Go for freedom of choice
+ 24 Months Fixed Term (minimum) or Open Term contract options available
+ Digital Island fully Project Managed install or Do It Yourself Client Managed
install; because Kiwis can!
Scalable
+ Easy and simple device agnostic apps that offer Presence, Instant Message /
Chat, File sharing, Video calling and Call recording that enhances user efficiency
and productivity
+ Be reachable on any device anywhere on your ONE number
+ Multiple sites linked together creating one seamless system in the cloud
+ Enable your remote workforce (field worker, virtual receptionists, remote contact
center agents)
+ Add or remove users or groups with ease.
Reduced Costs
+ A true cloud OPEX model with a per user per month billing construct providing
cost certainty
+ No large CAPEX heavy upfront investments or on-going maintenance costs to
maintain onsite hardware
+ Evergreen model with all platform software upgrades included
Speed of Delivery
+ Don’t wait for a technician, make changes yourself through the simple and
intuitive admin portal
+ If you need help – call our super-fast Support team. We guarantee a 2-hour
response time
+ We can make the changes remotely where possible or arrange for a technician to
visit you at the earliest time available
Quality & Availability
+ Hosted service with built in geo-redundancy with Business Continuity DR Plans
+ On–demand and Continuous Call recording options to help improve quality of
customer service
+ Simple Business Continuity Pans (BCP) built into to maximise your up time
DESKTOP, TABLET & MOBILE MiTEAM COLLABORATION
APPS MiTeam takes the guesswork out of working
together by bringing together all your team’s
Telepo’s Mobile, Tablet and Desktop App provides communications, collaboration and sharing into a
a consistent communication and collaboration user single simple intuitive collaboration application.
experience on all devices. + Ad Hoc Meetings
+ Presence Management + Scheduled Meet Video, Web & Audio Meetings*
+ Instant Messaging / Chat + Invite External Guests to Web & Video Meetings*
+ SMS + File and Screen Share
+ Calendar and Outlook Integration + Easily escalate session from Chat to Stream to
+ Call Recording–Ad-hoc Meet Sessions
+ Unified Inbox
+ Directory Search *On the Standard Profile, 1 to 1 per session (Free). Max of 50
users per session (Additional fees apply).
+ Mid Call Control services
+ Advanced call handling
+ Conferencing
+ Desktop and File Sharing*
DESKTOP SHARING
Share your computer screen with a contact or a
+ Call Centre Agent & Supervisor
group while you collaborate via chat or voice calling.
+ Video Calling
* Not available on Mobile App
FILE SHARING
PRESENCE Share a file with your contact during a MiTeam
Collaboration session.
View the current status of your contacts from the
Telepo apps.
CALL RECORDING–AD HOC
AUDIO CONFERENCE–AD HOC Ad-hoc call recording allows a user to record an
ongoing phone conversation which is saved to the
You can add up to 5 users to an ongoing voice
user’s voicemail box and an attachment is e-mailed
conversation.
to the user when the call finishes.
ONE NUMBER AUTO ATTENDANTS
Unite your Desktop and Mobile phones under one
Auto attendant function is included in Telepo
single identity. Calls made from your Mobile App
without any additional cost. It offers simple call
will then appear to be from your landline phone.
queuing and routing capability in the absence of a
Switch from Desktop to Mobile on the run.
dedicated receptionist.
INSTANT MESSAGING
Chat one-to-one or with a group via the Cloud Phone
desktop and mobile apps.
HUNT GROUPS
Sequential and parallel ringing is supported in Telepo,
allowing a group of users to be addressed by a single
number, where both fixed, mobile and soft phones can
be included.
Sequential Parallel
BUSINESS CONTINUITY
Lets you forward calls if there’s disruption to your
service. It can be set up by an administrator, or by a
user through the Telepo user and admin portals.
PAGING
Group Page everyone through your external PA system
by connecting it to Telepo.
MUSIC ON HOLD
ENHANCE YOUR
Pre-recorded licensed music or customised
announcements can be played when callers are on
CUSTOMER’S
hold.
SIMULTANEOUS RING
EXPERIENCE Calls to a Telepo number are presented to multiple
devices simultaneously.
Telepo’s collaboration and
call management tools CALL PARK & CALL PICKUP
makes your customers Members of a Call Park/Pickup group can park calls
to be picked up by the first available member of the
everyday interactions group. They can also answer incoming calls to any
easier. other group member. Either group or company-wide
hold – anyone can pick it up.
SECURITY
Your business’s user and system information is secure
with Telepo’s enhanced in-built security systems. It
supports SIP digest authentication, call authentication
and authorisation, identity spoofing protection and
call policies to restrict calling locations. Additionally,
information is encrypted using transport layer security
(TLS) to prevent third parties listening in.
OPTIONAL FEATURES
SCHEDULED MEET AUDIO CALL RECORDING–ALWAYS ON
(additional charges apply)
CONFERENCE Call recording is essential for any company that
(additional charges apply) sees value in recording phone-based interactions
Allows you to quickly and easily set-up an for either Compliance, Quality Assurance or Dispute
audio conference with internal staff or external Resolution.
customers using the Telepo apps. E-mail and
SMS invites are sent for participants to easily Telepo offers 2 flexible options.
remember and join the conference. Basic Call recording is completely automatic, and
the easy intuitive web portal gives users access to
RECEPTIONIST CONSOLE search and playback relevant recordings.
(additional charges apply) Advanced Call Recording offers additional functions
Free Basic Receptionist application offers call such as recordings that can also be downloaded or
queuing and ability to easily answer and transfer emailed from the portal. These recordings can be
calls. reviewed and evaluated against criteria such as call
handling, technical knowledge etc., Giving great
Advanced Receptionist Console is a user-friendly insight into a business’ customer service.
application designed for dedicated reception staff
who receive and screen inbound calls: Customer Benefits:
+ Easily transfer calls–including being able to + Record inbound and outbound calls
park or recall calls. automatically
+ See if users are available to take a call. + Minimise liability risk and ensure regulatory
+ Ability to camp calls for other users compliance
+ See queued calls on their dedicated queue + Easy resolution to customer disputes
+ Answer calls from the queue. + Improve customer strategy by identifying
+ See users’ mobile numbers and email trends taking place within your business
addresses to direct calls or messages. + Increase revenues by promoting strong sales
techniques
CRM INTEGRATION + Flexible cloud-based recording storage
+ Securely access call recordings via
(COMING June 2019, additional charges apply) cloud-based portal
Telepo’s CRM integration provides out of box CRM
connection to applications such as
Salesforce.com.
Telepo’s open API approach also allows software
developers to write to its interface opening
up endless opportunities for customer service
improvements.
+ Simple user interface
+ Smart, easy management console
+ Note codes
+ Integrated solutions reducing admin time.CALL CENTRES
(additional charges apply)
Telepo Call Centre offers skill-based routing,
automatic agent logout, manager assistance,
presence-based call distribution and agent resting
time. Call queues have group specific greetings and
progress messages including option for automatic
call backs.
You can be logged in via web pages, PC, Mac or
mobile clients, to multiple groups simultaneously
and the system can be configured with policies of
how to distribute calls to Softphone, Mobile phones
or Desk phones on a per group and user basis.
Telepo Call Centre also includes management tools
to help manage call center efficiently. You can
proactively monitor and manage group queues and
agents, view real-times and historical statistics and
share metrics on Web enabled wallboards.
HTML widgets are also available for incorporation
COLLABORATE
of statistics dashboards into your business portals
applications via an open API stack.
SMARTER,
Call Centre features include:
+ Log in/Log out of ACD queues
+ Real Time stats on call activity
WORK + Drag-and-drop to transfer call
+ Multiple Queue prompts
ANYWHERE
+ Automatic call backs
+ Position in queue and estimated wait time
Powerful simple Supervisor tools
Live real-time monitoring of ACD and attendant
applications available queues and agents:
anywhere, anytime on any + Number of calls in the queue
+ Average and last waiting time in the queue
device. + Number of dropped calls
+ Monitor agent (free/logged in, skill)
+ Log in/out agents to queues
+ Web enabled wallboardsREPORTING
(additional charges apply)
Meridix reporting offers is a powerful and easy
web-based reporting tool that gives Contact Centre
supervisors or business performance leaders’ useful
stats to improve their business communication
performance. It allows users to view and create real-
time or scheduled reports on Call Centre queues,
agent performance and other users in the business.
+ Review operational performance of your
business
+ Identify and analyse call trends
+ Improve call abandonment rates by improving
resource management based on call trends
ADMINISTRATION PORTAL
Telepo Admin Portal lets staff with the right
privileges to manage site-specific features, user
settings and call routing. An administrator can
set call routing rules that apply for the whole
organisation, groups of users as well as individuals.
+ Call Routing
+ Manage Contacts
+ User Configuration
+ Device Administration
+ Directory Administration
+ Hunt Groups, ACD Queues, Schedules Auto
Attendant and Pick Up Groups.
+ System and User Password Administration
USER PORTAL
Telepo User Portal allows end users to manage their
call settings and customise their personal features.
The intuitive web interface allows users to set up
rules defining how their calls are processed and
routed depending on time, date, day of week, user’s
activity, user’s role, device statuses and more.
+ Configure and manage voicemail
+ Presence management
+ Directory search
+ Contact management
+ SMS and Instant Messaging / Chat
+ Unified Inbox
+ Conferencing
+ Call Log/History
+ ACD/Attendant Supervisor viewsFLEXIBLE
OPTIONS
TELEPO - PHONES AND HEADSETS
Mitel 6863i Mitel 6867i Mitel 6873i Yealink WP60 DECT
Cordless
IP5000 Conference Jabra Evolve Jabra Evolve
Phone Duo 20* Mono 20*
Jabra Pro 930 Duo** Jabra Pro 930 Mono* Mitel-622-DECT-
Phone
*Connects via USB
**Connects via RJ9Provisioning lifecycle
2-4 WEEKS*
MIGRATION &
PROJECT KICK-OFF PROVISIONING CONFIGURATION PROVISIONING
TRANSITION
TESTING /FINALISE
KICK-OFF CONFIGURATION DOC TRANSITION PLAN
USER CONFIG
PROJECT
FINALISE DESIGN TRAINING ON-SITE TRAINING
MANAGAMENT
SOW SERVICE ORDERS PROJECT CLOSE
* TARGET: 2 weeks for 15 - 50 users. 4 weeks for 50+ user solutions
For all sales opportunity support contact your
Digital Island Regional Manager:
Digital Island Region Account Managers
Region DI Account Manger E-mail Mobile
Spark Affiliates Team Eugene Morris eugene.m@digitalisland.co.nz 021 961 565
Spark Auckland Aaron Beck aaron.b@digitalisland.co.nz 027 700 7808
Spark Auckland James Derham james.d@digitalisland.co.nz 021 584 447
Spark Auckland/WKTO/BOP Paul Pryor paul.p@digitalisland.co.nz 021 350 345
Spark Central Clive Dagley clive.d@digitalisland.co.nz 021 913 269
Spark Central Michael Jones michael.j@digitalisland.co.nz 027 844 651
Spark South Island Scott Penhalluriack scott.p@digitalisland.co.nz 027 645 8456
Executive Anthony Seuseu anthony.s@digitalisland.co.nz 027 700 7078
For Provisioning Updates:
+ Call our helpdesk on 0800 999 010, press 3
For Technical Support or to Log a Fault:
+ Web - www.digitalisland.co.nz/contactus
+ E-mail us on support@digitalisland.co.nz
+ Call us on 0800 999 010, press 2.
For Product Information Updates:
+ www.digitalisland.co.nz/partner-resourcesCloud PBX, Mobile and Internet. Sorted Find out more at: Digitalisland.co.nz/spark
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