introducing exchange communications brochure - final version 2016

In touch with technology

Introducing Exchange Communications

0800 008 [email protected]

Introduction

Exchange Communications was established in 1990, and over 25 years have grown to become one of the largest and most successful independent telecommunications companies in the UK, today.

With offices in Glasgow, Aberdeen and London, the company continues to grow year on year, satisfying a demand for innovative communication products, dependable maintenance that meets individual needs and provides sustainable solutions that exceed customer expectations time and time again, within its client base within the UK, Europe and Americas.

We currently provide a range of solutions in over 100 countries, from single office telephone systems to complex multi-site and call centre configurations and networked communications. All are tailored and designed to individual customer requirements.

Our Mission Statement has remained the same since formation

“To continually exceed clients’ expectations by delivering tailored communications solutions to meet their individual business needs”.

Exchange Communications is focused on fully understanding the needs of our clients, providing quality communications solutions and building long term partnerships.

As a company we are proud to be able to say, we have never failed to deliver a bespoke communications solutions to a customer.

Exchange Communications work in partnership with the best quality service providers and are the only company in the UK and Europe to be accredited with the Avaya Edge Diamond Partner status with Service Expert and Customer Excellence accreditations.

We have been BSI EN ISO 9001: 2008 approved since 1990, and have implemented a Quality Management System in our business, ensuring that every aspect of our service is provided to the highest standard.

Exchange - At-a-Glance

At Exchange Communications our focus is clear: to provide our customers with the most efficient and effective solutions in voice and data network telephony.

Partnerships

Our success is built upon the success of our customers, and we work closely with them, often over many years, to help them achieve their business goals. We also build successfullong-term partnerships with suppliers, such as being an Avaya Edge Diamond Business Partner, enabling us to deliver comprehensive solutions to our customers.

People

It is the people in a business that make it work, and we put the emphasis firmly on people both in our own business and in those of our customers. Believing that the calibre of our people is fundamental to the quality of our services, we value and invest in our staff and have been awarded the UK’s ‘Investors in People’ Award for the past 15 years in recognition of this.

We also know the key role people play in making the most of any telecom system, from concept to installation and beyond. That is why our people are with your people every step of the way, from ongoing communication throughout the development process to training and support once the system is live.

Quality

We are unique in the way we carry out our business processes, and use our highly trained in-house experts as we believe that delivers the best experience and consistency for our customers across the globe.

We take our environmental and health and safety responsibilities seriously and have well-established company policies in place and we are also very proud to have been accredited for over 20 years with BSI ISO 9001 (Quality), 14001 (Environmental) and 18001 (Occupational Health & Safety).

Flexibility

We can handle all customer communication requirements, from complex multi-site and call centre configurations and networked communication solutions to installation, commissioning, staff training and maintenance. Whether you are looking at a one-off telecom project or for a one-stop-shop for all your communication needs, we can help. And as we are a BS EN ISO 9001: 2008 approved maintainer,you can be reassured your system is supported at every level, freeing you up to concentrate on your business.

Experience

For over 27 years we have worked with companies of all sizes, from small and medium sized businesses through to enterprise level organisations across the globe, successfully delivering tailored solutions. Our ongoing commitment to service and delivery on a global scale is reflected in our award of Avaya’s Edge Diamond Business Partner accreditation.

Innovation

We make sure we stay at the cutting edge of communication technology, so you can be certain we have the expertise and the products to give your business that competitive advantage.

www.exchangecommunications.co.uk 08000087600

About us

Who we are

Exchange Communications are one of the most successful independent business telecom companies in the UK, delivering leading-edge communications solutions for our clients across the globe for over 27 years. We are passionate about helping businesses make the most ofcommunication options with our individually tailored telecom solutions and flexible, reliable ongoing support services - enabling businesses to excel, now and into the future.

What we do

An effective and efficient communication system is a major factor of any business success. With the right system in place, you can deliver superior customer service, underpinned by better internal communication and reliable supplier links. At Exchange Communications we can work with you from initial consultancy through to installation and after-sales support, helping you gain and maintain that competitive edge.

Covering everything from single office telephone systems to complex multi-site and call centre configurations together with networked communication solutions and VoIP, we can help with individual projects or offer a complete one-stop telecom solution.

How we do it

We work closely with our customers and our product and services partners to deliver bespoke telecom solutions that really meet individual business needs. Our partners include global leaders such as Avaya, BT, Virgin, Talk Talk, EE,Vodafone and Gamma, and their range combined with the quality and passion of our own team add up to a unique and powerful resource for your company.

We take time to fully understand each client’s business requirements and to develop with them solutions that make business sense. From initial consultancy, we project manage your solution to ensure a smooth transition of services to the completed installation, support, training and maintenance.

We put the emphasis firmly on people, with our own quality team of experts making sure your communications structure is built around your people’s requirements. And with our fully-trained and specialised in-house team of Sales, Customer Support and Maintenance Engineers to look after our customers’ requirements throughout the world, we meet and exceed service expectations.

WE OFFER A FULL RANGE OF TELECOM SYSTEMSAND SERVICES, PROVIDING AFFORDABLE SOLUTIONS FOR EVERY SIZE OF BUSINESS


How can we help

Services Products

• Consultancy • IP Office • Business Mobile• Project Management • Avaya Aura • Data• Installation • WiFi • On Hold Marketing• Maintenance • Business Lines • Call Recording• Training • Broadband • Smart Buildings• Account Management • Business Connectivity

From initial consultancy to implementation and beyond, Exchange Communicationscan provide businesses with the full spectrum of telecom services and systems, all with comprehensive, ongoing support. And our relationships with our business partners mean that we are truly a one-stop-shop for all your telecom needs.

Extensive product and service range

Our strategic partnership agreements with marketleaders, such as Avaya, Talk Talk, Virgin and BT, mean our customers can access an extensive portfolio of leading-edge telephony products.

We also supply a full suite of applications to complement your business telecom system, including Video Conferencing, IP Security, WiFi, voicemail, call recording, call logging, call centre applications, speech recognition and music on hold. We have everything to tailor your system to suit your business needs.

Strong system foundations

The backbone of any voice and data telephony solution of the quality of the network infrastructure. Exchange Communications have a team of highly trained and qualified engineers who can build simple but effective 5 user Cat5e/Cat6 networks up to 5,000 or more user systems based on layer 3 switching products with redundancy, Gigabyte back bone and full CTI (Computer Telephony Integration). We will consult, advise, design, build, install and support your entire ICT operation, providing a complete turnkey solution.

WE OFFER A WIDE RANGE OF PRODUCTS, FROMANALOGUE PHONE SYSTEMS TO THE LATEST VOIP INTEGRATED VOICE AND DATA PHONE SYSTEMS.

Adapting and thriving

Businesses grow and change, and their telecom systems should have the capacity to adapt with them. An Avaya solution, for example, is easy, resilient stacking technology that allows you to easily add switches with a single command, while additional new phones can be ready in under a minute. Similarly, with multi-device use and cross-platform accessibility becoming the business norm, you will want to make the most of the collaboration opportunities these bring to your business model. We can advise you on the system options now available and innovative technology as it arrives. For mid-sized companies, for example, Avaya has a comprehensive collaboration solution that delivers a seamless experience for voice, video and mobility regardless of device.

In-depth customer support

Every business is different and needs a telecom solution that is developed, delivered and maintained around their specific needs. To achieve this we put key emphasis on strong communication links with every customer from the beginning, building effective relationships and enabling us to truly understand and help them achieve their business goals.

We invest significantly in our customer support services, so you can be rest assured that these services are being provided by some of the best teams in the industry, making sure your system stays available to you day in, day out.


Our customers can access an extensive portfolio of leading edge products thatgrows with their business.


With you all the way

We believe communication is the foundation of a solid relationship and we make sure we are there for our customers throughout a project - from clear project management and in-depth staff training and on to responsive maintenance support and ongoing account management.

Project Management - your dedicated contact

We offer our customers a dedicated Project Manager to guide the installation, ensuring the system that goes live on completion day meets all your requirements. Dealing with one person who is fully involved in your installation is vital for simplifying lines of communication and assures a swift, smooth delivery.

A typical installation will include the following key steps:

Initial project orientation meeting: We meet with you to identify the site, the configuration of the switch, feature plans, layout of equipment and feasibility, and conduct a thorough inspection. Our site surveys are carried out by the Project Manager or the Senior Engineer in charge of the project. As part of our ongoing commitmentto our clients, all site surveys are free of charge and are not included in any customer proposals.

Demonstration: We give a presentation of the equipment and project plan to all involved.

Business needs examination: We work with you to identify how you see the system working, and the customer service model you wish to provide. This is a key discussion, ensuring that we set up the system to best meet your needs.

Training schedules: We agree a training and development schedule for your staff. Training will help maximise your investment and ensure staff are confident in using the new systems.

‘Go live’ day: We are on-site with you when the system goes live. The Project Manager, Engineers and Trainers are there to support you closely as you start to use the new technology.

Evaluation and evolution: We hold a debrief meeting to make sure you are happy with the project work, and also discuss the potential growth and development of the system and services.

Training

We provide a professional, bespoke training programme for both technical support staff and end users, giving your people the confidence and skills they need to manage and operate the new systems to peak efficiency.

This covers:

System administrator training: We give system administrators a complete set of training materials.Once they have finished their training, they will be fully equipped to assist in the transition to new products and to access and use all the features on the system. They will also be able to manage and administer the system on an ongoing basis, performing moves, changes, and rearrangements via the administrative terminal.

Station user training: We are committed to ensuringthat everyone in your business has the knowledge and skills to get the best from the new system. Voice terminal training provides users with all the skills to operate their station equipment and to access the state-of-the-art features on the system. Only when you are entirely satisfied that all systems are in place will your Project Manager pass ownership of the project back to you.

We believe none of ourcompetitors can offer a more comprehensivesupport service.


Maintenance - cover when you need it

We offer a comprehensive range of maintenanceservices to support your new system and provide youwith the peace of mind that your communicationswill be available at all tines. For more information on our range of maintenance packages, see Page 13.

Service Centre

As a company we are proud to be ISO: 9001 accredited for maintenance and customer service. Our dedicated Service Desk is manned 24 hours a day, 365 days a year, by highly-experienced staff, allowing you to log problems at any time and receive updates to any logged issues.

At Exchange Communications, service levels are tailored to the requirements of each individual customer, ensuring that the client has the very best support and very limited downtime. The Service Desk can also manage such routine tasks as checking and monitoring back-up systems, and basic user account maintenance.

WE HAVE BEEN AWARDED AVAYA’S HIGHEST LEVEL OF CUSTOMER SERVICE SUPPORT STATUS.

Quick response times

As part of our ISO: 9001 accreditation and to our client base, we hold extensive stock giving our service personnel the ability to complete service issues quickly.

Over the last 20 years we have never fallen below a 95% target in meeting customers’ service level agreements, so ensuring that their systems are running as they should and continuing to do business as quickly as possible.

Account Management - your ongoing contact

We allocate a dedicated Account Manager for every customer. This means that over the coming years, you have a single point of contact to discuss any future requirements,upgrades or issues that you may have. Giving you total confidence that your contract will be managed efficiently.

You can expect regular account meetings to check everything is running smoothly, software update information, seminars on technology changes and notice of any special offers that may be applicable to your business. Giving you complete confidence that your contract will be managed efficiently and to the highest standard.

Our customers are at the heartof our organisation.


Making collaboration easy

With the right telecoms products and the right support, you can help build effective collaboration across your organisation, making the most of the many ways your peoplecan connect and work together. Exchange Communications can help you make suchproductive communication a business reality.

Easy to connect

From business grade video conferencing to cross-platform and device file-sharing, there are now many more ways for your staff to collaborate effectively across business sites and different devices - and we can make sure your business can access these opportunities. No hassles or interruptions, just seamless ways to work together.

Service Centre

As a company we are proud to be ISO: 9001 accredited for maintenance and customer service. Our dedicated Service Desk is manned 24 hours a day, 365 days a year, by highly-experienced staff, allowing you to log problems at any time and receive updates to any logged issues. At Exchange Communications, the service levels are tailored to the requirements of each individual customer, ensuring that the client has the very best support and very limited downtime. The Service Desk can also manage routine tasks such as checking and monitoring back-up systems, and basic user account maintenance.

This has opened up fantastic possibilities for collaborative team-working wherever your team may be. For instance, a product manager could be holding a meeting with his sales rep and marketing manager. Now instead of them all having to be in the office at the same time, the manager could be on his office computer, the sales rep away from the office on his smartphone and the marketing manager at a conference using her mobile and laptop. But such communication options need the right supporting structure to ensure communication is not undermined by frustration at slow connectivity or intermittent service.

Effective collaboration begins with your network. We can fully access your underlying infrastructure to make sure it can support all your collaborative requirements and work with you to decide on the applications and set-up you need for your way of working. For example, on an Avaya network, video - a high bandwidth real-time application - is given priority over non-real-time applications, so it can meet user expectation for quality.

MOBILE DEVICES SUCH AS SMARTPHONE AND TABLETS ARE NOW AN INTEGRAL AND EXPECTEDPART OF DOING BUSINESS, WITH NEARLY THREE-QUARTERS OF COMPANIES ALLOWING FOR SOME BRING-YOUR-OWN-DEVICE USAGE

Secure connections

Such communication flexibility can also bring security worries. But with Exchange Communications expertise, together with options such as the Avaya Session Border Controller, provides complete, affordable security for your unified communications and collaboration solutions. It secures SIP trunks remote connections without a VPN, encrypts remote connections to prevent eavesdropping and includes intrusion detection / intrusion protection systems to help guard against denial of service attacks, call hijacking and toll fraud.

Easy process

Too often companies postpone unified communications because of the daunting task of updating networking and security to support new applications.

Exchange Communications make the process easy. We offer you networking, security, video and third-partyapplications, together with support from a single source, so reducing Telecom system risks and costs.

Exceed your business demands with acollaboration solution that lets you communicate like never before.

Managed services - one contract, full support

With our Managed Services option, you have a single source of support for all your communication systems needs, combining all your data and voice products in one fixed contract cost. This is the ideal for growing companies spread over multiple sites, managing business costs, improving efficiencies and allowing a better return on investment. With Exchange Communications reliable, responsive support in place, you are freed up to focus on core, key business activities.

We provide a full range of managed services including:

• SIP Direct (IP Direct Connect, free calls between sites, lower cost calls, DDI, CLI as standard - all over existing IP network).• Bespoke call rates to save money over your existing provider.• Voice and data circuits.• Private circuits.• Virtual numbers (geographical independence).• High speed broadband (ADSL Max and SDSL - speeds up to 8meg).

Your time is precious - we offer 24/7 responsivesupport.

Our Managed Services bring many benefits to busy businesses including:

• Reduced system ‘downtime’ due to proactive monitoring and improved service levels.• Immediate savings on communication costs.• Consolidation of all data and voice products into one fixed monthly bill.• Seamless changeover from BT - staying on the same Tier 1 network, but at a reduced cost.• One escalation procedure.• Reduced capital and overhead costs.• Reduced training and HR overheads.• Rapid deployment of new technologies.• Secure data and systems.• Availability of 24/7, 365 days a year direct access to technical expertise.• Improved capacity planning through constant proactive analysis.


We have it covered

A support maintenancecontract to rely on,designed to fully reflect your organisation’s needs.

Service Bronze Silver(Level 1)

Silver(Level 2)

Gold Platinum

Cover Mon - Fri*09.00 - 17.00

Mon - Fri09.00 - 17.00

Mon - Fri08.00 - 20.00

365*08.00 - 20.00

365*24 Hours

*Excluding public holidays

Price Per Annum

Proactive monitoring √ √ √ √ √Access to service desk √ √ √ √ √Customisable notification √ √ √ √ √Remote diagnostics √ √ √ √ √Troubleshooting √ √ √ √ √Maintenance permissions √ √ √ √ √Clear and concise billing √ √ √ √ √Remote systems back-up √ √ √ √ √Tier III and IV supported √ √ √ √ √In-stock replacement of parts Available √ √ √ √On-site engineer despatch Available √ √ √ √Parts replacement Available √ √ √ √Annual preventative maintenance Available √ √ √ √On-site critical parts Available Available Available √ √


Exchange House11 - 17 Kerr StreetKirkintillochGlasgowG66 1LF

T: 0800 008 7600E: [email protected]

www.exchangecommunications.co.uk

introducing exchange communications brochure - final version 2016

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