Hosted Voice Proposal Doc

| Hosted Voice | Solution proposal

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| Why Daisy Daisy is the UK’s largest independent provider of voice, connectivity, mobile, and cloud solutions.

Independent provider

Teamwork

24/7 availability

UK's #1 independent provider of voice, connectivity, mobile, and cloud solutions.

c. 550 people across five UK locations.

24/7 365 days a year UK-based faults team.

Customer base

Business to business

Customer service

c. 84,000 UK businesses of all sizes and sectors.

Largest B2B mobile base outside of the major UK networks.

Dedicated account management.

Experience

Commercially unique

Trustworthy

20+ years’ experience delivering business communications.

Carrier agnostic with unique commercial agreements with major suppliers.

Rated 4.5 out of 5 on Trustpilot with more than 6000 reviews.

| Hosted Voice Daisy’s Hosted Telephony Service Our hosted “Cloud” IP telephony solution essentially offers the same features and benefits of a normal IP Telephony solution, with the exception that most of the infrastructure (and consequently complexity) is held within Gamma’s core network and secure Data Centres, thus removing the need to host, manage and maintain PBX equipment locally.

We therefore propose to replace the current telephony estate with Daisy’s Hosted Voice solution, complete with Mobile softphone for some users.

What is Hosted Voice?

Hosted Voice is designed to deliver a complete feature rich and versatile telephony solution for the single office and extension, through to multi-site offices requiring multiple extensions.

It enables the end user to administer and control their telephony (including a whole array of calling and network features) through a web-based control panel.

It is available on a range of customer premises equipment (CPE) from multiple manufacturers, configured uniquely for use by Daisy, and includes a fully managed complete service wrap, from installation and training, to complete front line support and on-going maintenance where required.

In addition to the call management features you would expect from a standard PBX, Hosted Voice provides extra services such as:

+ Call recording + Auto-attendant + Desktop assistant + Hunt groups + Disaster recovery options + Twinning + End-user profiling Further applications are being developed as the service continues to evolve.

| Key benefits Hosted Voice offers an array of benefits to business of all sizes.

An on-demand service with no hidden costs

Enable flexible working

As it is hosted on your behalf, you only pay for what you need on a simple per-seat basis. As you’re not buying a PBX, there’s no major hardware investment and no financing costs to consider.

A hosted solution can help businesses become more efficient by enabling flexible work environments through hot-desking, home working, and extending the service to mobile devices.

Features you can easily control

One number anywhere

You're in complete control of your phone system and access an extensive range of call handling and management features, all operated through an easyto-use web interface.

Hosted Voice conveniently integrates your fixed and mobile capabilities so that you never miss a call.

Number choice You have total flexibility with the numbers you want to use. You can keep your existing numbers or get new numbers. Extend your business reach and use any local area number no matter where you are located.

A business continuity solution Unexpected events such as snow, floods, strikes or utility roadworks won’t disrupt your business. As Hosted Voice sits in the cloud, the service provides business continuity features that allow your organisation to carry on making and taking calls, whatever the circumstances.

It’s future-proof. The system will update with new features the moment we release them. Hosted Voice is already feature-rich and comes with a roadmap towards true unified communications. You get new features, upgrades and optional integrations with third-party applications as soon as they are developed and released.

Call bundle

+ Free calls to UK destinations (01,02,03) + Free calls to UK mobile destinations + Free fraud management

Callers need only dial one number to reach your desk phone and mobile phone simultaneously.

Ongoing calls can be moved seamlessly from one device to another without hanging up and a single voicemail box can be accessed from any device.

Unrivalled customer experience The most important part of any Hosted Voice deployment is the customer experience. Daisy partner with Gamma who, by owning and controlling all parts of the service, Gamma can offer a level of service that other providers are simply unable to replicate.

Gamma owns their own data infrastructure that is used to run the hosted voice service over, proactively manages the edge and core routers, and can offer guarantees that the all-important voice packets will receive priority across the data infrastructure.

Gamma also manages their own voice core network which is used to deliver the voice elements to the outside world. Furthermore, the hardware deployed and the software used in the Hosted Voice service are again all owned and managed by Gamma.

Only by managing every piece of the service deployment can Gamma and Daisy control the quality of service in the way we do.

| Features Hosted Voice offers optional features to help you personalise your solution to your needs.

Collaborate (optional)

Remote working (included for all users)

The Collaborate solution adds the following features to the Hosted Voice service:

Remote office allows the end user to use their home phone, mobile, or even a hotel phone as their business phone. This application allows the user to make phone calls from this remote phone and have them billed to the business.

+ Audio/video calling via desktop/smartphone + Personal audio, web and video conferencing + Room audio, web and video conferencing + Instant messaging and presence (IM&P) + Service management (call settings) + Desktop and file sharing + Visual voicemail + Address books/contact management Call recording (optional) Call recording is provisioned for a user, so a user with multiple Hosted Voice numbers will have all of their calls recorded under a single subscription.

Specific features include:

+ Store calls for up to seven years + Record internal and external calls (ext-to-ext) + Encrypted secure storage + Audit trail + Stored in a durable medium accessible and available to clients + Readily (download direct from the browser) to BS10008 + Complies (evidential integrity of recordings)

This service also directs all calls coming to the user’s business phone number to ring the remote office phone. Alternatively, the user could plug their office handset into any internet facing network anywhere in the world and they would still make and receive calls using their UK DDI.

| Services supported by Hosted Voice As part of the core product offering we also provide the following services:

Call barring

CLI Presentation

Call barring is available for the following destinations:

CLI Presentation is supported on Hosted Voice and allows an administrator to present a choice of either the “Site” number, “Withheld” aka Private or “User DDI”. The numbers presented have to be either allocated at point of order or ported to the Daisy Hosted Voice product.

+ UK national – 01, 02, 03 + UK mobile – 07 + UK non-geographic (05, 08 and 09) + International – 00, 155 + International mobile + Directory enquiries (118 XXX) + Operator services – 100

Alternative Number Presentation is also available where any number owned by an End User can be presented, as long as it meets Ofcom guidance on CLI Presentation.

Music on hold packages (optional bolt-on)

Bespoke script

Choice of voiceover

Choice of music

90-120 seconds

Package one

Package two

MOH production with client written script, choice of voiceover artist and music. Production includes two prompts of 500 characters each (including spaces) lasting approximately 90-120 seconds, or edited to whatever limits are required to match the installed system.

As package one with the addition of 250 characters.

Auto Attendant file (single tier) and a 250 character night service message. Additional MOH prompts and Auto Attendant files for multi tier are available on request.

| Portal Your entire telephony environment in one place.

The Daisy Hosted Voice web portal has been specifically designed by our in-house development teams to provide a positive user experience for both using the service and monitoring performance.

Through the web portal you can implement a wide range of features in real-time either at a company, site, or user level, giving you full and easy control of your entire telephony environment, even over multiple sites.

This offers improved efficiency, leading to increased productivity through lack of downtime and speed of change, and saving on expensive and numerous IT resources required for site visits and manual infrastructure intervention.

The complete package Management Information for Hosted Voice has a complete statistics package that provides call logs on company, site or user level.

This can then be drilled down to internal or external, inbound or outbound, and defined by date and time.

A graphical representation is also provided giving details on missed, answered or engaged calls on a monthly, weekly and hourly basis.

It also provides details of where callers are calling from together with who within the organisation is making the most calls, or receiving the most calls.

These call logs can then be downloaded for further interrogation.

A more comprehensive reporting solution is available via our partner, Akixi, which provides full call logging, call management, wallboard and ACD reporting systems all available in real-time.

Administrator Functions

+ Moves, adds and changes + Site management + Schedules + Call barring + Number management

+ Call policies + Music on hold + Auto attendant + Hunt groups + Conference management

+ Device management + Directory management + Recorded call management + Statistics

| Pricing and implementation Scope of works In-scope

Out of scope

Cost model Hosted Voice user license components:

+ User license + 5000 min call bundle (subject to fair usage policy) + Hosted Voice support Hosted Voice subscriptions

Contract term

months

+ Managed installation + Voice messaging (with voicemail to email) + Auto attendant + Advanced hunt group Unit cost

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