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Hosted Telephony From Rustyice Solutions

rs_logo-with-wordsRustyice Solutions Ltd. is helping to transform the way businesses communicate. We provide each customer with a single communications platform that addresses the needs of every employee, regardless of their location or the device they use.

Our cloud-based platform delivers a range of feature-rich voice, video and unifed communications solutions to your business. We help you to improve the way you communicate with your customers, increasing collaboration and ensuring maximum productivity from every employee.

JARGON BUSTER

WHAT IS HOSTED TELEPHONY?

Hosted Telephony, also known as Cloud Telephony, is where organisations access business telephony as a service. In essence, the capabilities of a traditional PBX are delivered as a service from the cloud, providing comprehensive telephony functionality directly to each extension, regardless of location.

This exible solution enables organisations to scale effortlessly and add functionality on a simple pay-as-you-use basis; including Advanced Hosted Telephony, Collaboration, Mobile Integration and Contact Centre capabilities.

Hosted Telephony is transforming the way companies communicate. Regardless of your company size or the physical location of your employees, you are able to deliver feature-rich business communications to every employee, from the cloud, wherever they may be in the world.

hosted-telepyThrough Hosted Telephony, businesses are easily able to react to change while maintaining best-in-class communications capability, enjoying:

REDUCED COSTS

With Rustyice Hosted Telephony there is no up-front capital investment required. Simply subscribe to one of our “All Inclusive” minutes bundles or take our “Pay-As-You-Use” service where you benefit from free calls between offices or employees working at home or significantly cheaper local, national and international call charges.

ADVANCED FEATURES

Take advantage of enterprise level telephony features such as Auto Attendant, Receptionist Console, Call Centre and Call Recording. Improve the efficiency of your workforce through Presence, Click-to-Dial and Contact Database Integration. Take total control of your services using our sophisticated online management portal.

INCREASED AGILITY

Flex your usage up and down in response to demand or any season fluctuations. Scale rapidly without committing to long contracts. Deploy satellite workers and seamlessly transition between different locations and offices. Take calls on the move, anywhere around the world.

FUTURE PROOF TECHNOLOGY

At Rustyice Solutions we work with key technology partners to ensure that the platform adheres to the latest versions and industry standards. A constantly evolving roadmap allows our customers to benefit automatically from the latest features and developments.

Our customers are freed from the operational and financial burden of maintaining their own equipment and software.

ASSURED RELIABILITY

Use your own, or take a business grade Inclarity broadband or fibre connection for an assured telephony experience which does not touch the public Internet. Set up cloud-based call divert rules in advance – or in real time – to capture all of your incoming calls in the event that your office experiences any local network problems. The Inclarity platform offers 99.999% availability, and in fact we achieved 100% availability across the 12 months of 2015.

HOSTED VIDEO CAPABILITY

Cloud-hosted Pay-As-You-Use video conferencing capabilities mean that there is no need for expensive dedicated meeting room equipment, complex video bridges or changes to your network. Simply connect to a meeting using your desktop, tablet or smartphone and communicate with colleagues and clients wherever they are in the world with excellent sound and picture quality.

CALL CENTRE

Call Centre is an advanced telephony feature that allows a business to better manage its incoming calls, and to ensure that these calls are answered by the correct personnel.

  • Allow agents to control how they advertise their availability for receiving calls
  • Give each agent a specialised dashboard to better manage their calls
  • Queue inbound calls, and play announcements / estimated waiting times to the callers
  • Define busy, out of hours, holiday and emergency failover responses
  • Review the availability and productivity of agents using Rustyice Reporting
  • Define the skill levels of your agents for skills based routing (Premium only)CALL RECORDINGWith Inclarity Hosted Telephony there is no need for expensive on-premise call recording, this capability is embedded within our cloud and can be switched on for particular lines or particular users.
  • User-defined recording for inbound or outbound, external and internal calls
  • Recordings are retained for 6 months as standard (with the option to extend)
  • Simple storage, search, download and playback of calls
  • Fully FSA compliant

CALL REPORTING

Rustyice Call Reporting enables you to obtain a full picture of your inbound and outbound call history so you can manage your business communications.

• Powerful GUI enables you to de ne and run reports

• Comprehensive range of standard reports

• Ability to tailor reports for your specific needs

• Leverage account codes to enable customer billing

• Schedule reports to be sent automatically to you by email

• Select from a wide range of chart and graph options to show your report data in a graphical format

AUTO-ATTENDANT

Auto-Attendant provides the ability to automate the management of inbound calls using voice prompts to identify which services are required and directing the call appropriately.

  • Direct calls to specific extensions
  • Look up individuals in the corporate directory
  • Route calls based on department or service required

Rustyice Hosted Unified Communications (UC) delivers both improvements in the productivity of your staff and an increase in the level of collaboration across your entire organisation.

The Rustyice UC Client is a desktop application that helps you integrate your telephone activity with the rest of your business processes. UC users can access their contacts more easily, and can identify the context of incoming calls more effectively, leading to a boost in productivity and efficiency. When integrated with CRM, accounting or ticketing systems, UC users can instantly spawn or pop the relevant contact records to perform essential tasks more quickly.

UC users can also use the integral Telephone Presence dashboard to see the real-time telephone status of their colleagues, and can instantly identify when these users are not available to take calls or call transfers. User collaboration on projects is improved by knowing when everyone is available to speak.

CALL PREVIEW

Receive an alert on your desktop to notify you that you are making or receiving a call. If the called/calling number is on your Address Book, then you will also see your contact’s name.

OUTLOOK INTEGRATION

Automatically access your MS Outlook Contact Cards for Call Preview, and enable click-to-dial within the MS Outlook desktop application.

OTHER APPLICATION INTEGRATION

Open up lists of contacts from other 3rd party applications for Call Preview, Click-to-Dial and Screen Pop. Supported applications include common CRM packages such as ACT, Salesforce, Sage and MS Dynamics.

TELEPHONE PRESENCE DASHBOARD

Report your current telephone status to your fellow UC users, and access a dashboard showing the current telephone status of these users.

SKYPE FOR BUSINESS INTEGRATION

Push your telephone status so that it is visible to your MS Skype for Business environment. Dial fellow Skype users on their listed telephone numbers from the Inclarity platform.

BROWSER & CLIPBOARD CLICK-TO-DIAL

Enable your preferred desktop web browser so that any telephone numbers you see can be dialled with
a single click. Copy any number from any screen or application to your clipboard, so that it can be dialled with a single click.

IMPROVED CUSTOMER SERVICE

Automatically access customer details and presenting these along with the telephone call to enable a more professional service.

MORE EFFECTIVE COLLABORATION

Provide a real time view to each user showing who is available and so enable them to reach the right expert rst time.

IMPROVED USER EXPERIENCE

Making business telephony much easier to use and provide each user with the ability to work the way they want to work.

At Rustyice, we are proud of our track record of unrivalled customer support and service.

Based on industry leading Broadsoft cloud architecture, the Rustyice hosted telephony platform is recognised by our clients as one of the most reliable cloud services available.

99.999% service uptime

The platform offers 99.999% availability, and in fact it achieved 100% availability across the 12 months of 2015. Thanks to the resilient structure and key relationships with Broadsoft and other technology partners, our clients enjoy service continuity that is second to none.

Support calls answered within 5 seconds.

We like to practice what we preach, and as a telephony company, that means being at the end of the line when our customers call. Our Ayrshire based customer support team are available 24/7/365 to help you with any issues you have.

Most issues fixed in under 2 hours

We’ve been at the forefront of unified comms and telephony for over 12 years and our engineers and support staff have intimate knowledge and experience across our platform and the partner vendors we work with. This means issues are identified and rectified quickly and efficiently.

But it’s not just about the SLA

We constantly monitor both the availability and the quality of service of our hosted platform and ensure that not only do we resolve all issues against clearly defined SLAs, but we strongly believe that there’s more to customer support than complying with Service Level Agreements. We really care about offering the right service to our customers to suit their specific needs.

That means from the very outset, we take the time to understand each and every client’s unique business and communication needs. We then work with them and our network of technology partners to produce high-quality, hosted solutions that deliver genuine business value for the short-term and support business growth in the longer-term.

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Advanced management tools

System Management Tool (SMT)

A web based, real-time management interface which enables your IT administrator to easily and rapidly manage account settings and resources on-line. Dependent upon the provided system access level, you can use SMT to add new accounts and resources, edit existing account settings, allocate resources, produce reports and perform other administrative tasks. Administration can be specific to an individual user or terminal (e.g. IP phone), and general for multiple users, sites and companies.

Phone Manager

A simple, web-based interface which allows each end user to manage his or her own telephone number and associated service features. This interface is available and works the same way, regardless of what terminal (telephone) is deployed for the user to make and receive telephone calls.

 

HOW WE CAN HELP

ADVICE

Years of experience in deploying hosted telephony for hundreds of clients, across many industry sectors, enables us to add value to the relationship by advising on best practice. We provide guidance as to what works best for businesses like yours and how you can maximise the returns on your investment in cloud-based communications.

DEPLOYMENT

We focus on providing end-to-end solutions; from your connection to the public telephone network right the way through to the telephones on your employees’ desks. Our experience and expertise in VoIP is unrivalled, which enables us to seamlessly transition you to Rustyice Hosted Telephony and deliver the capabilities that you need to each and every user.

FLEXIBILITY

Where we differ from some of the larger players in the Unified Communications space is our ability and willingness to work to our customers’ needs. Our agility enables us to adapt our contract terms, our technical implementations and our SLAs to ensure they support customers’ specific needs, rather than imposing standard terms and standard functionality on them. While we can always provide advice on best practice, we’re always open to different ways of doing things if it’s of benefit to our customers.

If you’d like to know a little more, stick some detail into the form below and we will be in touch soon.

UK Telehealth is finally coming of age.

According to new a research report, around 2.2 million patients worldwide are using a home monitoring service based on equipment with integrated connectivity at the end of 2011. The figure does not include patients that use monitoring devices connected to a PC or mobile phone. It only includes systems that rely on monitors with integrated connectivity or systems that use monitoring hubs with integrated cellular or fixed-line modems. It is forecast that the number of home monitoring systems with integrated communication capabilities will grow at a compound annual growth rate (CAGR) of 18.0 percent between 2010 and 2016 reaching 4.9 million connections globally by the end of the forecast period. The number of these devices that have integrated cellular connectivity increased from 0.42 million in 2010 to about 0.57 million in 2011, and is projected to grow at a CAGR of 34.6 percent to 2.47 million in 2016.

Some of the most common conditions being monitored today are chronic diseases including cardiac arrhythmia, sleep apnea, diabetes and chronic obstructive pulmonary disease (COPD). These conditions cause substantial costs and reduce both life expectancy and quality of life. It is estimated that more than 200 million people in the EU and the US suffer from one or several chronic diseases where home monitoring can become a treatment option. “Home monitoring solutions that can communicate over a cellular network, landline connection or the Internet have already reached significant volumes within cardiac rhythm management, integrated telehealth solutions, sleep therapy and cardiac event monitoring”, says Lars Kurkinen, Telecom Analyst, Berg Insight. He adds that connectivity is gaining momentum in several other segments as well, such as glucose meters and medication adherence systems.

Exploiting connectivity technologies in the UK healthcare industry can lead to decreased costs, more efficient care delivery and improved sustainability of the healthcare system. New care models enabled by these technologies are also often consistent with patients’ preferences of living more healthy, active and independent lives in their own homes. Progress is being made in the adoption of wireless technology among manufacturers of medical monitoring equipment. However, there is still a long way to go before remote monitoring becomes a standard practise in the healthcare sector.

Rustyice Solutions is monitoring this sector very closely and has already made some strategic moves in respect of this field. Keep an eye on this Blog for further announcements coming soon.

Trade up to Advanced UCC from Siemens

Trade In your legacy communications system today and get advanced Unified Communications features for your entire company for free!

If you’re looking to simplify your communications infrastructure, move to a cost-cutting IP environment and roll-out productivity-enhancing unified communications, there’s never been a better time.

OpenScape Office MX/LX platforms deliver the flexibility and functionality your small or medium business needs.

  • Productivity: see emails, calls, faxes and vital business information in a single location
  • Instant access: check on team member availability and contact preferences via presence
  • Web conferencing: launch conference calls from the desktop with a single click and reduce bills by up to 90%
  • Customer satisfaction: get that important customer call first time with one-number reachability
  • Accelerated TCO: cut network charges by up to 30% with SIP (Internet-based) Trunking

Advanced UCC features for free

Trade Up to OpenScape Office MX or LX by June 30, 2012 and get Advanced UCC, including drag ‘n’ drop conferencing, mobility (including smartphone and tablet integration) and fax functionality for no additional cost. Saving 28%.

Deploying productivity-enhancing, cost saving unified communications couldn’t be easier. Trade in your legacy system for a new OpenScape Office MX/LX from Siemens Enterprise Communications and get Advanced UCC including ‘drag and drop’ web conferencing, mobility features and fax, at no extra cost. Call us free on 0800 012 1090 to discuss the many ways you can take advantage of this offer. Please quote promotion code – UCCSI28.

Scottish SME’s increasingly adopting the latest technology.

Nowadays, cloud computing, unified comms and virtualisation are the technologies most in demand but it would seem that the public sector will not be the sector who are most interested in them.

According to a recent Pearlfinders Index, which monitors trends and opinions in the IT world,virtualisation remained the most popular area for investment, and more customers were looking to move to the cloud.

But in terms of buyers of IT support the industry/manufacturing sector was followed by retail and financial services with public sector lagging well behind.

To meet the customer requirement the skills that these new adopters are looking for include an in-depth knowledge of software, hardware but also managed services and outsourcing capabilities.

When quizzed about what they hope IT to deliver the users had some specific aims with supporting growth and improving efficiency at the top of the wish list.

Virtualisation

The attitude towards virtualisation has changed with it no longer being seen as just a route to saving money but more as an option to introduce greater flexibility.

In just the latest few months of the year the reasons for deploying virtualisation changed with cost cutting dropping down the list of priorities.

In a recent interview, one of our customers said, “The drivers behind virtualisation work have changed massively. Cost cutting is certainly not our main reason. We are more interested in looking at virtualisation as a way to improve the flexibility of our operations and enhance storage/DR infrastructure as part of a previously planned hardware refresh. Also high priority for us are reasons of sustainability.”

Another extremely intersting development is that for the first time the data back from Pearlfinders shows a stronger demand for desktop rather than server virtualisation.

One of the benefits to this technology which is no longer being seen as the new kid on the block is that smaller firms are more willing to embrace what they now percieve as a tried and tested product. The influence of Microsoft’s Hyper-V, VMware and Citrix in driving demand is also being seen across the sector.

If we look at Unified Comms the results were surprising with the public sector remaining a strong buyer for the time being.

Unified comms

A forward thinking IT manager at one of our customers said, “The growing penetration of hosted or cloud-based VoIP and UC platforms is driving uptake among SMEs and I am starting to win the battle when it comes to convincing the business that a hosted UC solution can be both cost-effective and high quality.”

The adoption of hosted VOIP is particularly interesting with a fairly significant spike in interest in Q2 2011. Reduced telephone call and line rental costs, including free
calls between all users within an implementation, the high level of business telephony functionality for all users with absolutely no maintenance and support charges, the minimal CAPEX outlays whilst moving towards a future-proof technology in which the investment is protected with free upgrades, the seamless integration of multiple locations with improved productivity and work-life balance through flexible working and finally built in business continuity with disaster recovery solutions out of the box, all conspire to present a compelling business case.

Another of the technological developments that should start coming through is the extension of video conferencing and messaging opportunities to tablets with the iPad, Samsung Galaxy and now Dell Streak all being more widely adopted by business users. The upside is that many of these services are very quickly integrated to support each others features so expect to see tight integration between the hosted VOIP proposals and the these new messaging opportunities.

The Ubiquitous Cloud

Finally, the area of high interest in the current market which will come as little surprise is cloud. Cloud is still being hyped by numerous vendors and even some of their partners including ourselves. The technology is certainly being used and deployed more widely but a debate about the preference for private rather than public clouds exists. One could argue that there is a high degree of crossover between all three of these fields of technology and where they intersect most greatly is what we call the cloud.

Some users are perhaps a bit cynical about the cloud viewing it as another name for a virtualised data centre but overall the trend towards some sort of hosted solution seems to be gathering pace. The sector which seems to have embraced the cloud most fully is the financial services sector when some large banks made the move to the hosted environment in Q4 of 2010. For the rest of the potential user base however there are still concerns that will have to be overcome. Within enterprise organisations, concerns over the security and uptime of public cloud-based solutions remain, as does nervousness over running mission-critical applications in these environments.

Another issue is the ongoing debate surrounding the use of the word ‘cloud’. It has too many definitions and we have actually found that many of our customers are reacting negatively to the word when it’s used.

The rise of the SME sector as a user of virtualisation, cloud and UC is yet another milestone in the mainstream adoption of these technologies and we at Rustyice Solutions are sure that this trend will only increase.