Welcome to our WorldIntelligent Communications powered by TeleWare will enhance customer experience, improve productivity and deliver growth.

To empower the world’s leading organisations to realise the commercial impact of communication

The TeleWare Vision

Our world is inhabited by some of the leading brands on the planet. They all have one thing in common, a desire to deliver the best for their employees and ultimately their customers.

At TeleWare, we work with each of our clients to truly

understand their business, so that we can deliver

integrated technology solutions that enhance their

communication infrastructure.

Whether it is through call recording functionality across

landlines or mobile devices or providing remote workers

with innovative functionality to turn mobile devices into

their office on the move, TeleWare has a range of solutions

that provide our customers with a truly integrated

communication experience.

Every day we ‘Think Beyond’ to deliver solutions that help

change how our clients perform.

Welcome to our world, welcome to integrated

communications that matter...

WELCOME TO Our WOrld

In the last year, over 80% of leading organisations have increased or maintained investment levels in their customer experience programmeSynGro White Paper 2014

Positive customer experiences are one of the most valuable commodities that any business can achieve. Yet, all too often we overlook customer experience to focus on achieving sales targets, gross margin or delivering expansion plans.

At TeleWare, we consider ourselves to be customer experience

activists. We believe that by helping our clients improve their

customer experience through integrated communication

solutions we can help deliver a tangible competitive advantage.

By working in partnership with our clients we focus on

delivering integrated solutions that empower employees,

maximise efficiency, improve productivity and transform

customer communication touch-points... And it works!

Time and time again we deliver integrated solutions that

demonstrate excellent return On Investment and customer

experiences.

This is because TeleWare’s integrated solutions work in parallel

with existing communication infrastructures to enhance the

functionality provided by your existing providers. This could

make the difference for your customers in being able to get

hold of the right person first time, every time, or ensuring you

have 24/7 coverage without the need for costly out of hours

contact centre capability.

We are advocates of service excellence, passionate about

changing the customer experience landscape through

integrated technology solutions.

InnOvaTIOn IS ChAnGInG CuSTOMEr ExPErIEnCE fOrEVEr...

Our homeworkers’ productivity increased by over 45% and absenteeism was reduced by 2 days per employeehr Director,

Leading global consultancy organisation

OPTIMISInG EMPLOYEE PrODuCTIVITY AnD CuSTOMEr ExPErIEnCE In A PErfOrMAnCE DrIVEn ECOnOMYThe way we work is beyond recognition from just a few years ago. virtual teams are now commonplace, meaning co-workers can be based anywhere in the world and as long as the right communication technology is in place, they can operate just as effectively as office based staff.

TeleWare’s unique proposition seamlessly integrates mobile

and office based communication technology. This creates

opportunities for your teams to communicate more effectively

with each other and your customers, delivering excellent

customer experiences every day.

Whether it’s instant conference call set up, on-demand call

recording (even mid-call) or integrated call routing to ensure

your customers reach the right person every time, Teleware

has a unique solution that can make a difference to your

business. TeleWare technology provides:

• access to your unique functionality on any fixed line or

mobile device, anywhere in the world

• on-demand and automated call recording

• enhanced reporting on communication touch-points to

optimise the customer journey

• Management Information across your communication

infrastructure

Our pioneering solutions have been proven to increase

productivity by up to 45% and are often attributed to helping

reduce absenteeism. By equipping employees with much more

intuitive tools and technology to assist them in fulfilling their

customer obligations and satisfy their own work/life balance,

organisations are reaping measurable commercial benefits.

from the moment you start work at home, you can receive all business calls via your single ‘Virtual number’. Once your password has activated ‘Call Announcements’, avoiding your family answering business calls, your landline will accept and broadcast business calls.

Business calls to your home landline

07:30

remembering every detail of a call while on the move is near impossible. using the ‘on-demand’ call recording solution will create a stereo reproduction of the conversation and send a copy direct to your inbox as soon as the call is completed. These can then be filed or transcribed.

Call recording on the move

11:00

‘Instant Conferencing’ provides you with complete control to instigate and manage conference calls on any fixed line or mobile devices. The flexibility to invite ad-hoc attendees throughout the call, record entire meetings and use a local/national number eliminates the normal premium rate costs and prevents the need for colleagues to travel to the meeting.

flexible Conferencing

12:00

Activating ‘Alternative Contacts’ when in meetings enables calls to be re-routed to individual recipients. If you are with a client but need to let the CEO know some important information, his specific call can be redirected to a pre-prompted colleague while all other calls can be directed to your team. If they are all busy, it will be direct to your voice mail or a central mailbox.

redirecting calls to alternative contacts

10:00

A d a y i n t h e l i f e . . .

Whilst on the train, the signal is intermittent so our “Out of Coverage’ solution can use the trains’ strong Wi-fi signal to provide a continuous connection ensuring you don’t miss that vital call.

Mobile calls when there is no signal

08:30

using the TeleWare Mobile SIM in your phone will deliver the strongest network coverage available throughout the uK. When traveling, our solution constantly looks for the strongest network signal from any of the Mobile network Operators and provides you with uninterrupted calls when it changes between them.

roaming across multi network signals throughout the uK

15:00By signing into your ‘Virtual number’ via Lync or a desk phone in the Milan office, you now have the same functionality you experienced at your own office in the UK.

Arriving in the Italian Office

08:30

for the monthly Board meeting you need to create a forensic report on the productivity of the sales team and call traffic from a recent marketing campaign. With 24/7 access to your personalised web portal you have complete visibility of missed, received, diverted and voice mail calls along with your sales team availability, time of calls answered, missed calls across both mobile and fixed line.

Complete transparency

10:00

A d a y i n t h e l i f e . . .If a prospect calls Head Office, TeleWare’s bespoke Interactive Voice response will direct their call to the right department or work group. These groups can be spread across the globe but the customer will be seamlessly connected to their mobile or fixed line device.

Call routing from head Office

16:30Signing into ‘Mobile Assistant’ enables you and your team to work from any hot desk in the organisation or from your client’s premises. This provides you with the exact functionality you

would experience in your own office.

hot desking

13.30

Nearly 70 percent of IT projects fail in some important way, putting the economic impact worldwide at three billion dollars....Michael Krigsman, Beyond IT failure

InTeGraTInG CuSTOMEr ExPErIEnCEInTO YOur ExISTInG InfrASTruCTurEalmost 70% of technology projects fail to realise a return On Investment because they are developed to fill a gap rather than become an integral part of an evolving infrastructure. This short-term fix often has little business impact other than to support Business as Usual and paper over the cracks.

TeleWare enhances existing communication infrastructures

not only by optimising availability and productivity but by also

providing complete visibility across the infrastructure.

Our solution integrates seamlessly with Internet Protocols,

digital telephone and Time-division multiplexing (TDM)

networks, and where appropriate, across them all (hybrid

solution). By utilising the existing infrastructure, replacement

hardware is not required, dramatically reducing the costs and

the need to retrain the entire organisation.

TeleWare’s flexible reporting allows you to evaluate Return On

Investment across marketing, sales, compliance and employee

productivity on-demand. This level of visibility activates

additional value, highlighting key business insight to develop

long-term strategies, identify training opportunities, monitor

SLA’s, monitor staff performance and provide a panoramic view

of the customer experience journey.

More than 1 in 3 FTSE 100 financial services organisations place their confidence and trust in TeleWare

cOMMUnIcaTe WITh COnfIDEnCESince its formation in 1991, TeleWare has innovated technologies to provide rich features and intuitive functionality that increase the productivity of many of the world’s leading organisations.

The events of the last decade have created a dynamic shift in

the emotions and priorities of both customers and employees.

TeleWare’s insight driven approach to engaging with human

resources, Marketing, Administration, Operations, finance,

Sales, and IT ensures that its solutions engender confidence

and trust in your people and empower them to do best what

matters most to your customers.

rapid changes in the global economy have presented both

challenges and exciting opportunities for TeleWare, including

strategic collaborations with global brands, Siemens and BT

and our accredited Microsoft Gold certification demonstrating

our ‘Best Of Class’ solutions to support leading organisations in

maintaining their ‘Customer Champion’ reputations.

TeleWare’S CuSTOMEr ExPErIEnCE SOLuTIOnS

Intelligent numberHaving multiple contact numbers (Office, Home Office, Mobile

etc.) for a single employee can frustrate customers. TeleWare

can assign a unique ‘Virtual number’ to every employee,

enabling calls to be redirected to any chosen fixed or mobile

device across the globe. This ensures your customers can

connect first time, every time.

Intelligent assistantBeing redirected to an automated voice mail can be very

frustrating. With ‘Intelligent Assistant’, if you are unable to

answer your call, perhaps due to travel or attending a meeting,

you can redirect individual calls to different contacts and

dynamic working teams.

Mobile assistantremote workers often feel isolated and the ‘poor relations’

with limited functionality. TeleWare enables mobile workers

to access their Intelligent Office suite from any mobile or web

enabled device and experience the same level of functionality

you would expect from your desk phone.

voice Mail via emailWhen signal is poor, accessing important voice mails can

become a serious problem. With ‘Intelligent number’ all voice

mails are recorded and sent via email to a chosen address so

they can be played through your computer, mobile device or

landline at your convenience.

call recordingrecapturing every detail from a call is often impossible and vital

pieces of information can be lost. Every call through TeleWare’s

solution has the opportunity to be recorded and stored on

premise or on our secure cloud servers. These include both

dialled and received calls from mobile or fixed lines. Both

automated and on-demand services are available, addressing

compliance requirements and ad-hoc situations, for example

when you are driving and need to retain an address.

audio conferencingConference calls can be very expensive and are often limited

to specific time slots. TeleWare’s on-demand solution provides

complete flexibility, enabling businesses to organise calls on

either fixed or mobile devices and only pay for the individual calls

rather than the extortionate set up as well. When using the on-

demand recording function, the audio file will be sent via email to

be transcribed so that meeting notes can be distributed.

Intelligent MobileAn intermittent signal on a mobile phone is one of the biggest

issues faced by remote workers as they travel around the

country. TeleWare Mobile can dramatically reduce this problem

by providing customers with the uK’s strongest signal. using

the mobile masts from all 4 Mobile network Operators, our

SIM locates the strongest signal and directs the phone to use

this carrier until it locates a stronger signal. Automated call

recording and SMS messaging are available on every inbound

and outbound call, and, when the need arises, calls can also

be recorded on an ad-hoc basis and emailed to your inbox. All

TeleWare’s solutions work seamlessly on our mobiles and add

an additional level of functionality to the user and organisation.

Intelligent connectTeleWare’s bespoke solution provides the ultimate customer

journey created with individual needs in mind. Built around

the TeleWare Interactive Voice response (IVr) solution, our

Project Managers and Architects forensically investigate an

organisation and their customers requirements to develop

a fluid communication road map. These individual paths

empower organisations with the scalability and flexibility

to control global locations and multiple teams while

offering the caller an enhanced customer experience. With

a 360 degree panoramic view of the telecommunication

infrastructure, the TeleWare portal provides visibility of

group or individual call statistics, enabling key business

decisions to be made immediately.

For additional information on our solutions, please visit www.teleware.com or call 01845 526 830 to discuss your vision of enhancing your customer’s experience

+44 (0) 1845 526 830

thinkbeyond@teleware.com

1 King Street, london, EC2V 8Au | TeleWare house, York road, Thirsk, north Yorkshire, YO7 3Bx | 1250 Broadway, new York nY 10036

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