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MVP3 Voice Service for Centres and CoworksBRIEFING – JUL 2017
1 page Overview -
MVP3 Voice for
Shared Workspace
Key Benefits
▪ No up-front costs – monthly subscriptions (*).
▪ Converged networking (voice + data) is 50%
saving in switch and cabling costs.
▪ Complete service set range - 1 user through
to call centres
▪ Works anywhere - centre, home, mobile;
even exits.
▪ Solves 3-level BC billing and security issue.
▪ In workspace, Medusa ensures call quality,
service & resilience.
Medusa MVP3 is a hosted voice
service that works with the Medusa
Appliance range.
Medusabusiness has developed
MVP3 to work in the complex
environment of Business Centres and
Shared workspaces.
2
* Except handsets = monthly subs on 3 year term
The Business Centre ‘Multi-layer’
Problem
▪ Most VoIP vendors are unaware of Business Centre constraints.
▪ BCs have an additional level of charging and security
▪ BCs need specialist billing tools
▪ IT deployment must ensures company and subscriber security (Medusa)
▪ If Call Reception is planned, deployment must be modified BEFORE first business is connected. See section 5.
▪ BCs are also open to enhanced fraud threats. Experience and safeguards are needed to protect the operator
3
Business
Model
Overview3 TIERS OF CHARGES THAT MAKE UP
A VOICE SERVICE
4
User and Business Subscriptions
Mark up % and invoice Add your own markup and invoice
Add options Free mobile App. Windows Soft client, CRM integration options, Call Recording
Add handsets if wanted Wide range of handset choice, if wanted. Powered via Medusa usually
Add ‘x’ subscribers Add a subscription for each user.
Sell service to business Business orders service. Port their numbers. Add Business Level Services
5
User Call Billing
Self Managed
CDRs and call charges are sent to
workspace each month, around 5th
working day of the month.
Used for rebilling against Centre’s
own dial personal plan
Centre uses spreadsheet or inputs to
existing management platform for
output charges and invoicing.
Managed Billing
A range of services are offered to fit
centre needs. Things to consider are:
▪ Full hosted service with invoicing?
▪ Complex dial plans desired
▪ Branded invoicing requirement?
Platform subscription cost around
£20/month for most locations.
6
If Call Bundle is taken, Workspace can EITHER pass on zero charges
for 5000 minutes, OR, take profit on national & mobile calls
Workspace Optional Charges
These are individual services for the Workspace, not the business or
user, and include:
Moves/Adds/Drops charges, optional
Call reception service and software, optional
Billing service option
And
Porting Charges (once off), New DDI charge (£1 each once off)
7
The MVP3
ServiceUSERS : BUSINESS : WORKSPACE
WHAT IS PROVIDED?
2
9
Get a
broader
picture on
‘UC’
technology
and how it
works
together.
Note this is a
generic
description
and the actual
service differs
at points
Subscriber Service Bundle
Subscriber Service
Each end user has about 100 services
provided as a single subscription
A number or DDI is added
Handset device from range. Optional
soft client on PC/Mac
User has own web portal
Services included:
▪ Voicemail
▪ Toolbar (for Outlook, IE, Firefox
only)
▪ Mobile App ‘UC Business’ includes
audio and video) which allow
phones & tablets to extend the
service to personal devices
▪ Integrations (Go Integrator Lite)
allows a wide range of interactions
between applications and the
phone service.
▪ Skype for Business plugin
10
Desk + Phone App: basic & options 11
Office UC DesktopOffice UC Business
(included)Office UC Team
Desktop Client (PC & MAC) Y limited Y
Skype for Business Plugin (Windows Pc only) Y limited Y
Voice Calling Y Y Y
Video Calling - 1-1 Y Y Y
Call Centre Agent Login Y Y Y
Outlook Calendar/Contacts Y Y Y
Instant Messaging N Y Y
Smartphone Client N Y Y
Presence N Y Y
Conference Call (10 x People) N N Y
Desktop Sharing N N Y
*Please insure you download Office UC by British Telecoms only for IOS and Android (Not compatible on BlackBerry and Windows Mobile)
**If none of the above are select on a mobile user licence you will still have access to Office UC for smart phones which includes all the features of Office UC Business
except Desktop
Business (Group) Services Included
Examples of included Group Services
▪ Call-forward, conferencing
▪ Hunt groups, with features such as
call distribution, group DDI (ie a
business number), group
voicemail.
▪ 4 digit in-business extensions for
simple transfer
▪ Auto-Attendant or call distribution
with welcome message
Optional Group Service charged per
user:
▪ Call recording based on fixed fees
▪ Call centre queuing and analysis
Optional Call Bundle (charged per
user)
▪ 5000 mins local, national and
mobile
12
A Group Service is a service applied to the business or sub group of users.
Business can administer own services by portal if wished
13
Handsets are Rented to reduce set up charges
6
A large range of handsets can be rented
by the month
Ownership transfers after 36 months, or
purchased at any time.
Rental minimum term is 36 months
Rentals are £3.50 to £5.75 / month for most
handsets
Spider conference phones are £13/mo to
£30/month based on size
7
Yealink T41, 42,
46, 48
DECT cordless
Yealink W52
Conference
Polycom IP5000, IP 7000
Polycom VVX
300, 301, 411, 500,
600
Go Integrator –
Call Control and CRM interaction
Go Integrator
…is an application for Windows Desktop that integrates leading CRM Applications into the WHC service.
It works in conjunction with a User’s primary* phone and CRM software to enhance a User’s productivity, i.e. screen popping a CRM file based on the number calling in.
There are two variants: Go Integrator Lite (included) and Go Integrator DB (monthly subs).
Function
Go Integrator DB enables users to
integrate call control into an
approved CRM system providing the
following functionality?
• Manual or Automatic screen
popping of customer files when
inbound calls are received
• Call Control from PC
• Click-to-dial from CRM file
Call to ask for a complete list of the
many supported CRM applications
8
Watch Video‘Go-Integrator’ 9
Option - Call Centre and Analytics
▪ Call Centre queuing is a business service. When there
are more calls than agents, the call is held in a queue
with messages etc.
▪ Call Analytics provides a business with a web-based
reporting package that allows them to run and
▪ Email reports on all aspects of calls made, attempted
calls, received calls and missed calls.
▪ Likewise it enables this call data to be presented in live
visual Wallboards for Call Centre operations.
10
11
Features iCS Report iCS Report Premier
Accessible via Web Browser across Mobile Devices Yes Yes
Data Refresh Rate 15min Live
Multi-site Call reporting Yes Yes
Reports in Multiple Output Formats (PDF,CSV) emailed to any Email Address(es) Yes Yes
Configurable Dashboards and Report Filters Yes Yes
Wallboard with Customisable Tiles Yes Yes
Historical Call Analytics Yes Yes
Detailed Call Reporting; Call Activity by Subscriber, by Area and by Duration Yes Yes
Reports by DDI Yes Yes
Reports by Hunt Group and Call Centre Queue Yes Yes
Call Traffic Reports by Hour / Half Hour Yes Yes
Customer Reports (by CLI) Yes Yes
Unreturned Missed Call Reports Yes Yes
Incoming Call Analytics (Measuring Call Volumes, Targets, Unanswered Calls) Yes Yes
Incoming Calls, Percentage Calls Answered (PCA) Yes Yes
Incoming Calls Grade of Service (GoS) Yes Yes
Multi-Level Reporting by Site, Division, Department, Cost Centre Yes Yes
Restrict Supervisor Access by Role (Site, Division, Department, Cost Centre) Yes Yes
High Level Executive Summary Report (Multiple Reports Consolidated into One Single Report) Yes Yes
Report Scheduling (by Day, Week, month) Yes Yes
Call Ring time, Duration and Missed Calls by DDI /Hunt Group Yes Yes
Staff Level Modelling Yes Yes
Integration with External Data Widgets via APIs Yes Yes
Contact Centre Agent Modelling Extra Licence
Live Call Waiting in Business by DDI Yes
Live Waiting Time for Calls by DDI Yes
Live Calls Waiting and waiting Time by Call Centre Queue Yes
Availability (Showing Subscriber on Call, free etc.) Yes
Call Centre &
Analytics
Includes
various
packages.
Workspace
Call
ReceptionRECEIVING CALLS FOR BUSINESSES
AND/OR VIRTUAL OFFICES IS
DIFFERENT.
3
Call Reception is a Workspace-
level Service
Because of security, providing call reception for resident
businesses requires a different deployment design. –Be sure to request this when starting discussions about MVP3
Call reception software enables staff to answer incoming calls on behalf of
subscribers.
The platform identifies the called number, so if desired the call can be
answered in the name of the called party.
Integration with Outlook and CRMs etc
Software loads on a local PC or can be used remotely hosted
Can be used over multiple locations
21
Call Reception Console App
The Reception Console is an
application that allows Users to
control calls, monitor the lines of
employees, manage directories and
use productivity tools from a PC.
It comes in two varieties, either an
Enterprise grade version or a Small-
Medium Business (SMB) version.
The Enterprise version includes:
∙ Queuing
∙ Outlook Integration
∙ Monitor up to 500 users (200 static
Plus 300 dynamic)
22
Receptionist is deployed on a Microsoft Windows platform and/or Citrix
Presentation Server platform.
There is a monthly charge which for most locations is £35/month
Call Management features – Answer; dial, hold, conference, blind and attended transfer,
move to queue
Line Monitoring – Monitor a User’s line to see
line states include on-hook, off-hook, ringing,
DND, Privacy and Call Forwarding Always
Camp On with Recall - Perform a directed hold
when called party is busy
Directed Call Pickup - Pickup any ringing extension
Voicemail Transfer – Transfer calls directly to
voicemail
Call Barge-In - Operator intrusion on a busy line
Group Call Park – Initiate line hunting on incoming calls directed to a department or
group (e.g. support, sales)
Day/Night mode – Operators can automate the switch from “day” to “night” mode
Messaging – Send emails to contacts from
desktop screen
Call History – Logs outgoing, received and
missed calls
Call Statistics – Average hold time, transfer count
Supports multiple Directories – Corporate,
Monitored, LDAP,
Speed Dials - Search and call numbers from a
list of up to 100
Contact Directory Filtering - Directory filtering of enterprise
23
Call Reception Feature List
The Business Model in Summary LET’S PUT EVERYTHING
TOGETHER..
DOES THIS WORK FOR YOU
FINANCIALLY?
4
Workspace Business
Model Example:-
Input Costs
Qty Unit Sub-total
Handset basic (36 months period) 50 3.50 175.00
Subscriptions / month 50 7.50 375.00
5000 Minutes bundle national +
mob*
50 2.00 100.00
Move-add-drop support 50 1.00 50.00
Billing Software (hosted) / month 1 25.00 25.00
Month Charge 725.00
Based on 50 handset centre
Includes call bundle
Includes rental of handsets (£126 over period)
25
*Excludes premium and international calls
Workspace Business
Model Example:
Output & Profit
REVENUES Qty Unit Subttl
Subscription + Handset 50 17.00 850.00
Call revenue UK average* 50 4.30 215.00
Month revenue 1065.00
Month input costs -725.00
Profit 340.00
32% margin
Charge for handset and monthly subscription
Call charges based on duration
Note- No risks
Margins can be increased by
performing own admin
26
*Excludes premium & international calls. £4.30 is average across
UK for call charges per subscriber
Working as
PartnersFURTHER INFORMATION ON HOW
WE WORK WITH WORKSPACE
OPERATORS
5
Getting the design right
When adding Voice Services to a BC, the following considerations are
important;
▪ Is there a call-reception requirement, e.g. in Virtual Offices?
▪ Is there hot-desking or a “hotel-ing” need for visitors, and how is this enabled?
▪ Is integration with industry standard call management software needed?
▪ Design for multi-site operation by company customers – they won’t always be at
one location.
▪ Must never use physical (room based) authentication?
Discuss your needs with us.
28
User Management and Changes Move-Add-Drops
Self Managed
A Portal is provided that manages
subscribers and individual businesses
Staff trained to do own Move-Add-
Drops (MADs) and routine set ups.
We’ll always help out if needed of
course.
Managed Service
Call or email our helpdesk for all
changes. Usually done within in
minutes.
Charge of £1/subscriber per month
29
Presenting the business
End user collateral examples are provided for rebranding by
workspace
Our extended support helps win new occupiers with design advice,
e.g. call centres.
Training of staff on voice presentation
Services can continue for exiting businesses
30
Compliance
Every BC must ensure several compliances are met:
Subscriber needs compliance for financial or professional services, e.g. PCI, Financial Conduct Authority etc.
Service compliance to regulator standard (Ofcom). Record keeping
to comply with ombudsperson and regulator investigations
Due-diligence compliance for money laundering regulations and
similar European level directives
A dispute resolution process
A number porting process, if supported
31
Support activities generally include:
Medusa Helpdesk for performance issues
Moss scores (simple call quality issues)
Escalation to investigations by provider with advanced
protocol analysis software
Resilience and failover – automatic and interventions
Fraud and security alerts based on unusual patterns
32
Case Studies using standard
services
Huawei outbound support desk
15 support engineers in BCs in UK East Midlands and West London
2 hunt groups based on job function with load-balancing call distribution
10 Engineers in Romania take over out of hours, huntgroups switch over automatically on a timed basis
Handsets shipped Fedex to Romania and self installed.
Supervisors have presence tracking and call monitoring and call recording
Hampden House, Oxfordshire
Multiple building business centre
150 handsets
Occupier churn rate 5% per month
Marketing call centre in 1 building
with own independent operation,
not on main business centre but
billed together
Many exiting businesses keep the
phone service
33
Service
DetailsADDITIONAL INFORMATION ON
PRODUCTS AND SERVICES
6
Number Details
There is a single setup charge of £1 to
register each new Geographic or DDI
number.
So requesting 100 new DDI
numbers in a block costs £100
Special numbers may cost more,
golden, numbers outside-UK.
Freephone numbers are charged
on incoming rates
Existing Numbers can be ported
(subject to agreement with losing
party)
£10 for single number
£80 for block of numbers
35
Summary of Service Charges
Service Monthly
Subscription* £7.50
Handset rental £3.50 to £5.75
5000 Minutes per subs
UK nat & mob
£2.00
Managed Changes per subscriber £1.00
Receptionist Enterprise £35.00
UC Team (soft client) £4.45
UC Office Desktop (soft client) £4.45
Call recording & storage £4.95
Fax to email (ex subs) £3.95
Go Integrator DB £4.95
Service Charge
DDI setup £1.00
Port Block of DDI numbers £80.00
Billing and invoicing platforms £20 to £80
approx
36
* Term notice is 1 month except
handsets 36 months
Sample Call Charges
Tariff Code Per minute
UK local & National not in bundle 0.85p
Mobiles O2, EE, Orange, Voda, Three not in bundle 3.00p
International
USA, Japan fixed 3.50p
D, F, IT, EI, ES fixed 1.75p
D,F mobile 1.95p
Aus, EI, NL mobile 7.0p
RSA Fixed, Mobile 3.90p
Aus Fixed 2.50p
37
Charge rates to be confirmed at start of contract
Network Distribution
There are several ways to provide connectivity to handsets
38
Arrangement System Cabling Switches
Fully converged Medusa Server,
McCloud CW or BC editions
Patching from each workstation to
comms roon, 1 per workstation
Medusa managed PoE switches in
comms room
Separate service to
workstation
Medusa Server,
Medusa Mini+ voice
McCloud CW or BC editions
Patching from each workstation to
comms room, 2 per workstation
Medusa managed Switch for data.
Simple PoE for voice in separate stack
Internal breakout,
converged
Any 1 cable from comms room to office
+
1 cable from each workstation to
breakout switch
PoE breakout switch in office, either:
• Managed switch for full UI control
• Unmanaged Switch for no UI
control
Internal breakout,
unconverged
Any 2 cables from comms room to office
+
2 cables from each workstation to
switches
1 unmanaged data switch
1 unmanaged PoE Voice switch
Subscriber Services AvailableSee subscriber manual for details on all services
User Services
Alternate Numbers Anonymous Call Rejection Advanced Hunt Groups
Automatic Callback Automatic Hold/Retrieve Call Barge-in Exempt
Basic Call Logs BroadWorks Assistant - Enterprise Call Director
Time/Holiday Schedules Mobile Applications Call Forwarding
Video Conferencing Instant Message and Presence Call Notify
Call Return Auto Attendants Call Waiting
Calling Line ID Delivery Blocking Client Call Control CommPilot Express
Call Pick Up Barge-In Do Not Disturb External Calling Line ID Delivery
Flash Call Hold Hot Desking Busy Lamp Field
User Intercept Internal Calling Line ID Delivery Last Number Redial
Phone Services Distinctive and Priority Ringing Push To Talk
Remote Office Selective Call Acceptance Selective Call Rejection
Sequential Ring Shared Call Appearance 5 Simultaneous Ring
Speed Call 100 Speed Call 8 Voicemail
Flash Three-Way Call Office UC for Smart Phone - Video Office UC for Tablet - Video
39
More Information
Knowledgebase – manuals
Order Form
Subscriber Handbook
MVP services description
MVP Call Tariffs (UK)
Service demo
40
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