systems & services:
We specialise in all areas of SME and large enterprise markets providing leading IP Telephony IP and PBX telephone systems, hosted voice services, converged network solutions, computer telephony integration, unified communications, contact centre technologies, digital voice recording and Managed WAN/LAN's.
Our managed services include system backups, first and second line remote support, telephone advice and diagnostic activity, all of which can be fully tailored to your requirements. .
We can help to optimise communications with your customers and within your business, exploring solutions such as ISDN and VoIP for multi-site networking.
Tiger IT will analyse your telephone bills and ensure that you are getting the best savings available in the market. For example, we can install a GSM Gateway which presents the call from the PBX to a GSM router, delivering savings up to 50%.
When you work with Tiger IT, we'll fully manage your communications service, leaving you to get on with managing your business.
If you would like to discuss your communications systems and service requirements and how Tiger IT can deliver a comprehensive management service while reducing costs and increasing your business productivity, please call now. | Contact tigerIT for your solution
Contact centres are not necessarily 1,000 seat call centres. Your customer service department is a contact centre, as is the Help Desk and anywhere there is active, regular spoken communication between your staff and your customers.
Your contact centre may also respond to letters, faxes, e-mails and other written correspondence.
Tiger IT can design, install and support the technology you need to make your contact centre more efficient and productive. We have a range of telecommunication and computer technologies, including automatic call distribution (ACD), interactive voice response (IVR) and computer telephony integration (CTI), which allows the actions of the computer to be synchronised with what is happening on the phone. In addition, our customer relationship management (CRM) technologies can be integrated too.
Your service level commitments and customer expectations are a daily, hourly, even minute-by-minute challenge and a challenge that's becoming increasingly complex. You need to know what's going on in real time, and have the power to adjust operations immediately. You need to equip agents with advanced tools and access to information that enables them to more efficiently manage calls and serve customers - including those making contact by e-mail, fax or via a web site. You also need to migrate to converged voice and data networks using Voice over IP for ubiquitous access, converged network cost efficiencies and strategic new IP-enabled voice, multimedia and web-based applications. Voice over IP also allows "virtual" call centres to be established across your telecommunications network without physically putting all the people in one office
The emergence of voice, video and data convergence gives you the potential to greatly increase productivity and reduce costs.
In a converged network voice, video and multimedia traffic are converted to 'packets' allowing them to be integrated with data on a common shared IP transport architecture. This convergence reduces complex network layers and can produce savings in bandwidth, equipment expenditure and administration.
Tiger IT IP Telephony (IPT) and Voice over IP (VoIP) solutions allow network functions to be dispersed throughout a network with carrier independent access to applications and services (e.g. local area networks, leased lines, DSL, VPNs or Wireless).
Migrating to IP telephony does not necessarily mean throwing away existing PBX equipment and in a hybrid environment you can decide the pace of migration - e.g. a department, floor or branch office at a time.
The benefits include:
- Improved productivity with centralised network administration and simplified add-ons, moves and changes throughout the network
- Common building wiring for both voice and data traffic reducing cabling costs.
- Enhanced business communications including multimedia collaborative applications, unified messaging and videoconferencing and improved employee productivity.
- Remote Offices can take advantage of centralised IP-PBX architectures with distributed IP phones providing consistent user experience for all offices, regardless of size or location.
- The 'IP anywhere' concept improves mobility for field staff and home-workers who gain access to the office services and benefit from unified messaging services.
- Recurring transmission costs can be reduced by sharing voice and data traffic on the same network.
Call logging is an extremely useful technology that allows you to monitor and manage your telecommunications costs by keeping a record of all calls. It can also be instrumental in helping to optimise your resources and to avoid losing business.
Tiger IT call information logging equipment (CILE) provides a valuable tool that ensures a system is working at its best in terms of the quantity of exchange lines or network trunks installed. It also helps you to monitor and control the use of your telephone system.
Most telephone systems output a constant stream of data relating to the calls that are being routed through it. This data includes information such as:
- Start time of call
- Origination extension
- Dialled digits
- Call duration
- End time of call
Tiger IT call logging will capture this constant stream of data for analysis. Our application runs on a desktop PC or dedicated server, depending on the size of the telephone installation, and it takes the records output from the PABX and stores them on to the hard disk. Tailored reports can be run from this information and presented in tabular or graphical formats, down to individual extension, cost centre groups, departments, multi-site, etc. and in summary or itemised formats.
Tiger IT has partnered with the global leader in digital voice recording to bring the best technology available to our customers.
Our digital voice recording solutions will enable you to capture information on workforce performance, customer interactions and customer service processes so that you can make informed decisions, change processes or adjust staffing as needed.
Voice recording also helps to protect a company's investments by providing tamper-proof recording and the archiving of telephone conversations that occur on monitored extensions. Voice recording can capture all telephone interactions on analogue extensions, digital extensions, Voice over IP and trunkside for safety, quality assurance, compliance and/or verification purposes.
These solutions combine software and services to help your business improve everything from customer interactions in your contact centre to underlying back-office processes that impact the customer experience. They do this by providing a new level of visibility into customer service processes, workforce performance and customer intelligence across your enterprise.
Recordings are encrypted, access is secured and records can be sorted and searched against either locally or remotely according to various parameters.