Competencies

Avaya Voice Recording

Avaya Voice Recording
 

Contact recording and quality monitoring.
Changes in customer expectations and behaviour, more competition and progress in communications technology are forcing organisations to an all-embracing approach to customer support. This is what Avaya Voice Recording can offer.

Enterprises in sectors such as investment and financial services, banking and health care are legally obliged to make and save recordings in certain jurisdictions so as to ensure a clear audit trail. Some have begun to record financial transactions in the form of verbal instead of written agreements. Records for operational audit purposes not only reduce the amount of paper produced, they also cut the number of possible disputes, thus greatly improving operational efficiency. Other enterprises use call recording to prevent verbal attacks and protect their personnel.

Generally speaking, this application helps enterprises maximise the performance of their contact center or their employees. Contact recording ensures that voice interaction is recorded, played back and stored. The agents’ behavioural patterns can be recognised and this helps promote their employment in the entire contact center. At the same time, managers can identify deficits and take steps to eliminate these as well as offering training courses to improve performance. One of the most important features is that contact recording and quality monitoring provide timely knowledge of trends in customer expectations. This can be used by the contact center managers when taking decisions that may be important for the company’s competitive strength.


 

CRM

CRM
 

CRM as a corporate philosophy

Technical interfaces
T&N has been dealing with technical interfaces in various CRM applications for over a decade. Anyone who has ever put a new CRM solution into operation knows the importance of interfaces in such a project. It’s half the battle won – as they say.

Organisation and operative interfaces
The way we see it, Customer Relationship Management (CRM) is a corporate philosophy that places the systematic establishment of customer relations at the centre of business processes. This means creating, developing and maintaining long-lasting and profitable customer relationships.

CRM assists communication in customer processes with reliable facts, figures and data to focus attention on relationships with a high customer value.

CRM systems do not always satisfy the expectations placed in them. A planned, targeted approach that spreads the burden of a CRM launch over several shoulders reduces the risk.

Implementing CRM in a company is an all-embracing program. Important elements of this program include the identification of customer potentials and the exploitation of this knowledge in a customer-based interaction of the marketing, sales and service processes.

The organisational design of the company with respect to customer orientation needs a professional change management that involves your employees and customers in the change processes. It is thus one of the most important success factors for the introduction of CRM.

As an advisor and service provider to the IT industry, T&N can offer you all of the services you need to create a systematic customer relationship management:

• Assistance with strategic questions
• Modelling of business processes
• Data analyses
• Introduction of standard CRM systems
• Development of individual applications
• System integration
• Change management for all organisational and technical spheres of activity


 

IP Contact Center

IP Contact Center
 

IP Contact Center

The difference to normal call centers lies in the fact that the agents are connected via IP. The IP Agent is a call center softphone application that runs on a PC. This lets agents work from any PC, as long as this is connected to the company network.
Access to the complete range of agent functions is guaranteed through a graphic interface in which the common drag&drop conventions have been implemented. The IP Agent can access the information in the corporate database (via LDAP) through an intuitive interface as well as an integrated call history function which offers the agent a detailed overview. Contact Center managers can also manage screen pop-ups.

The big advantage is that the agent can be integrated in the Customer Care Solutions and central Communications Server architecture without any difficulties.
 


 

Avaya Unified Communications

Avaya Unified Communications
 

The Unified Communications solutions from Avaya have been designed for small to very large companies. T&N has been integrating Unified Communications solutions from Avaya for many years. Customers really appreciate the following features:

  • Seamless integration: It doesn’t matter how, where or when your want to communicate, you have seamless access to the same familiar user interfaces and corporate resources.
  • Presence system: The really intelligent presence information for one person is collected and then compiled by a variety of devices and applications. This creates a clear and dynamic overview of the availability, location, working status or preferred method of communication of a certain person. This information can be used by not just other persons but also company applications, for example, when trying to reach a person.
  • Productivity-boosting: Avaya Flare™ Experience gives you all the tools you need such as desktop video communication, social networks, conferences and much more via a single interface so that you can cooperate in real time.
  • Non-proprietary: Avaya Unified Communications brings together systems, equipment and applications from various manufacturers. Avaya UC supports open standards and provides stable interfaces with products from third-party manufacturers. This cuts costs and increases flexibility. All connectors for mail systems such as Microsoft Exchange and Lotus Notes have been tried and tested and are being used by numerous customers.These possibilities protect existing investments. 
Click here to visit the official Avaya UC website


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Local network, LAN

Local network, LAN
 

Your network should still be fast and reliable enough tomorrow!

T&N plans with you which technologies and services such as clustering and IP telephony you want to offer in future on your LAN or in your Campus. Together with you, T&N defines the perfect protection for your data and applications in a LAN.
Small enterprises as well as companies that need high-availability data center solutions profit from the great know-how of our specialists.

 

Every solution is based on connections

Every solution is based on connections
 

Network components that are designed for a data center are different in that they have a modular operating system. Our partner Extreme Networks has an integrated and comprehensive security solution that can be used in any data center: the operating system XOS. Access to the network can be protected by standardised or customised mechanisms.
The traffic is also constantly analysed and appropriate countermeasures taken wherever necessary. On the one hand, the network equipment can try to ward off suspicious traffic. On the other hand, attackers are kept so busy that productive traffic can continue to flow unhindered. Technologies such as ClearFlow, CLI Scripting and Universal Port are used for this purpose.
 

Server virtualisation

Server virtualisation
 

The innovations of hardware manufacturers have led to much more performance being provided for each piece of server hardware nowadays. Technologies such as server virtualisation allow the continued efficient use of this increasing performance and at the same time the operation of several independent server instances on the same hardware.

A differentiation is generally made between virtual host and virtual machine:

  • Virtual Host: server hardware to operate several logical server instances
  • Virtual Machine: logislogical server instance that runs parallel to other VMs on the same hardware (Virtual Host).

Server virtualisation lets us:
  • operate several independent server operating systems on the same physical server simultaneously
  • simplify data and system backups
  • cost effectively increase the system stability of the servers
  • increase the flexibility, e.g. during server maintenance
  • reduce the dependence of server instances on hardware
  • reduce the operating costs for servers
  • cut energy consumption in the computer center by consolidating the server hardware

It was only through the evolutionary step of server virtualisation that today’s widespread offers and services such as cloud computing or desktop virtualisation became possible.

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Representation of a classic server installation Representation of a virtual server installation


















 

Aircraft radio

Aircraft radio
 

Pilots should always be able to rely on their instruments and equipment.
But safe communication in the air and with the ground crew is just as important. We’ve got the right devices for airborne and ground stations.

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The ‘One Number Principle‘

The ‘One Number Principle‘
 

The ‘One Number Principle’ has already been used for a couple of years. You are available at your direct dial telephone number which makes it easier for the caller to reach you.




 

What happens if you are called?

What happens if you are called?
 

GSM integration allows you to receive calls on your fixed net telephone and mobile phone simultaneously. If you are on the road you can response your call with your mobile phone whereas you can use your fixed devices in the office. Your employees see that you are occupied as soon as you response a call and therefore get real-time presence information.


 

Analogue/digital radiotelephony

Analogue/digital radiotelephony
 

Radiotelephony is the only correct solution for quick and easy mobile communication.
Here again, the only constant is change. Whether a classic analogue or a digital radiotelephony solution, we plan and deliver your bespoke radio solution.


 

Wireless, WLAN

Wireless, WLAN
 

WLAN offers you mobility and comfort

WLAN solutions are extremely practical for companies on account of their flexibility and the possibility of wireless and uncomplicated access to the Internet and corporate networks. In today's business environment, the demands on radio network technology and the network infrastructure are also increasing at breakneck speed and call for more powerful and efficient WLAN solutions.
 
Apart from adequate capacity, the mobile devices have to be integrated in accordance with the necessary safety standards.
 
T&N offers you safe, reliable and at the same time flexible management solutions that meet your needs.


 

Citrix Delivery Center

Citrix Delivery Center
 

These days, applications play a key role for almost every business process. The efficient provision of applications for employees at any place and at any time is one of the most important and most difficult jobs of IT. However, most IT departments are still implementing and installing applications even though industrial analysts rate the traditional provision of applications as too static and too costly. The reason: it is almost impossible to cope with the dynamic changes in today’s business environment using this traditional concept.

 

Safe IP communication

Safe IP communication
 

Confidentiality ranks first with Voice over IP too.

IP-based, convergent networks and Voice over IP (VoIP) are standard features today. As a total solution provider, T&N concentrates on security, particularly in the VoIP environment.
Safeguarding the IT and voice infrastructure has entered into a new dimension. IT specialists are facing new challenges with respect to security through the fusion of IT and telecommunications. The ISC (International Information Systems Security Certification Consortium) paid great attention to VoIP at its conference on ‘New Technologies and Regulatory Compliance’. AVAYA, our preferred partner for IP voice systems, has implemented all of the resolutions and recommendations. End-to-end encryption has been implemented as a standard feature by AVAYA since the introduction of IP telephony. T&N specialists provide you with competent advice and support for the implementation of the security standards.


 

Skype for Business

Skype for Business
 

Skype for Business makes communication an experience through optimised cooperation, efficient interaction and easy use.

Skype for Business is a unified communications solution that allows you, the user, to make a phone call, use a video conference, distribute documents simultaneously, use a chat function and check the working status of your colleagues at any time.

It doesn’t matter what device you are using (PC, laptop, tablet, smartphone), you can run Skype for Business anywhere as soon as you are online. The best thing about it all is that you can start and end all of these services from a single Skype for Business client – now that’s what we call ‘one-interface / anytime – anywhere – any device’.

Skype for Business is perfectly integrated in the overall Microsoft range. Skype for Business services can be used from any Office application (Exchange, Sharepoint, Word, Excel, Powerpoint, Navision CRM, etc.). This not only simplifies your daily work but also makes the place you work in less important.

Several people can work on a document simultaneously with the Skype for Business Desktop-Sharing function without having to produce any local copies. You can forget about duplicates and shadow copies.

 Click here to visit the official Skype for Business website


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Nice Voice Recording

Nice Voice Recording
 

Voice recording is a very important tool for telephone and trading systems, contact centers and control rooms, in particular in a banking environment. NICE SmartCenter customer interaction recording offers a reliable, safe and flexible platform.

The voice recording solution from NICE uses the latest technology – which is implemented by T&N specialists.
 
Digital voice recording solution NICE SmartCenter

Different customer requirements call for flexible solutions. The voice recording solution has thus been developed with an open system architecture. On account of the modular architecture, systems with between 16 and literally thousands of analogue, digital and Voice over IP (VoIP) voice channels can be realised. The voice recording solutions can be connected to all leading telephone system and CTI components in stores and on the contact center market and can be fully integrated in the network (LAN/WAN). The NICE solution offers a net framework web-based application that allows operation of the system from any location. Telephone calls can be quickly and easily found and played back with the help of the database. What’s more, NICE SmartCenter can be installed on virtual platforms.

The advantages of the voice recording solution at a glance:

  • Flexible recording and archiving rules
  • Maximum availability / system stability through extensive redundancy options
  • Scalable architecture
  • Combination of conventional TDM and Voice over IP (VoIP) voice recording
  • Full integration in all leading CTI systems
  • Easy operation via web-based applications
  • Possibility of screen recording
  • Options for local offices
  • Easy incorporation in a Stage Area Network (DAS, NAS, SAN)
  • Maximum data security thanks to consistent media encryption
  • Automated administration of the storage and archiving functions
  • The stored interactions can be protected against unauthorised access or monitoring
With NICE SmartCenter customer interaction recordings you can also:
  • Satisfy your business or statutory obligations by recording all interactions – or only those you need
  • Support the individual recording requirements for every business unit
  • Record centralised and consolidated customer interactions across several locations, including home office agents, on only one platform
  • Record interactions via VoIP, TDM or hybrid environments
  • Play back interactions irrespective of the place of recording
  • Manage network and data storage requirements efficiently

 

Desktop virtualisation

Desktop virtualisation
 

Desktop virtualisation allows you to provide customised Windows interfaces (desktop) of users on random terminals. Users can access their familiar business platform from almost anywhere in the world.

Desktop virtualisation lets us:

  • work from any place
  • increase data security, integrity, confidentiality and availability
  • introduce new desktop software (e.g. Windows 8) more flexibly
  • create more attractive working conditions by using new technologies
  • do away with a specific backup strategy thanks to a centralised desktop management
  • make a big cut in operating costs through centralised management
  • reduce the procurement and operating costs of terminals through possibilities with ThinClients
  • to operate ICT systems better and in a more integrated manner
  • react quickly and easily to the individual needs of companies
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Application virtualisation

Application virtualisation
 

What could be more important that your programs and the corresponding data? With application virtualisation it is possible to start applications on any terminal from the central provision center without them having to be installed on the terminal. This means that you can carry out updates and changes to your applications at any time without affecting the Windows desktop and other programs.

Similar to server and desktop virtualisation, the various programs are abstracted from the operating system with application virtualisation.


Application virtualisation lets us:

  • introduce new desktop software (e.g. Windows 8) more easily
  • do away with a specific backup strategy thanks to a centralised desktop management
  • make a big cut in operating costs through centralised management
  • provide applications centrally for any user and on any terminal by transforming the apps into a Private Cloud Service

 

From a Data Center to a Delivery Center

From a Data Center to a Delivery Center
 

Citrix offers a new solution: the Citrix Delivery Center. This fundamentally changes the nature of the computer center – from a static, production-oriented facility to a dynamic, service-oriented delivery center. The Citrix Delivery Center allows IT departments to selectively orchestrate the provision of applications, desktops and server resources. This comprehensive infrastructure guarantees the efficient provision of random applications with maximum performance, security and flexibility for every user. And with minimum costs.
 

Regional network, MAN

Regional network, MAN
 

Metro-networks pose particular problems: maximum availability, service transparency, quality of service (QoS), scalability and proactive management of the system are just a few of the more important terms. Cost efficiency is also a significant factor.

A lot of things have to be clarified so as to be able to meet your specific requirements on a metro-network. The appropriate technology and procedure are defined on the basis of the results. We will be pleased to contribute our many years of experience to your project.
 

Ambulance/ Fire brigade

Ambulance/ Fire brigade
 

The high level of professionalism in rescue and fire brigade services calls for efficient and technically sophisticated equipment.
We can offer the perfect communication solution for your rescue service too. Radiotelephony (analogue or digital), GPS navigation, GSM voice and data are not new for us. The equipment can be installed directly on your premises or in our workshops depending on your personnel requirements.


 

What happens if you make a call?

What happens if you make a call?
 

If you are using your GSM phone to make a call, a call-back is initiated. In practice your GSM call is ‘forwarded’ to your telephone system. Your telephone system ‘changes’ your GSM number (079 / 078 / 076) to your direct dial telephone number (044 / 031 / 061 / …). Your counterpart does not see your GSM number but your direct dial number.
 
Consequently you are able to safe your privacy with GSM integration and improve your availability with the ‘One Number Principle’. Furthermore you decide per keystroke whether this function is switched on or off.
 

Use only one Voice Box

Use only one Voice Box
 

The Voice Box of your GSM mobile phone is no longer needed because all your calls are led over the telephone system. You are able to call up voice messages on your personal Voice Box simply and conveniently with your GSM mobile phone, your fixed net telephone or your computer.
 

Emergency call/Alarms

Emergency call/Alarms
 

Time is life.
Sometimes it’s only a matter of seconds that decide between life and death. From alarms for the fire brigade through to protection for people working alone, we know the perfect solutions. Automatic alarms for machines via SMS or Telepage are also part of our competence.

 


 

Wide-area network, WAN

Wide-area network, WAN
 

T&N offers solutions for the WAN sector (wide-area network) that are based on optical and electrical (copper) transmission for maximum availability and security together with its partners.

Of course there has to be some technology: transmission methods with CWDM / DWDM / SDH / PointToPoint / Ring / Ethernet / EAPS / Encryption are used. But you don’t have to worry about all those technical terms, T&N implements your requirements as a general contractor.

 

Comprehensive infrastructure for the provision of applications

Comprehensive infrastructure for the provision of applications
 

The Citrix Delivery Center platform contains the complete portfolio of the tried-and-trusted Citrix technologies for the field of application delivery as well as tools to orchestrate these dynamic modules. This ensures that even the most demanding of challenges in the provision of applications can be effectively implemented.
 

Virtualisation away from static structures towards the dynamic application

Virtualisation away from static structures towards the dynamic application
 

Virtualisation is still seen as the IT technology which will trigger a profound change in the coming decade. But server virtualisation alone is not enough to achieve a sustainable business benefit. Because IT has to exploit the entire potential offered by virtualisation: from a computer center with servers and applications right down to a desktop.


 

Last Mile / Access

Last Mile / Access
 

The so-called Last Mile still hasn’t been liberalised in Switzerland. This often poses problems for companies that require special solutions. Are you looking for a solution for your Last Mile?

There are a number of different technologies for the various requirements. ADSL2+, VDSL2, G.SHDSL, EFM and others are available as copper solutions.

And wherever copper can’t cope, you can rely on our glass fiber, radio or laser solutions.


 

Branch office and computer center connections

Branch office and computer center connections
 

A wide variety of technical possibilities are available to link company sites and back-up computer centers.

In order to find the suitable solution, one has to take into account the exact needs of the applications and users. The medium can then be defined (dedicated fiber, Ethernet service, DSL, Internet-VPN, WLAN, UMTS, etc.).

Redundant data transport channels can be realised depending on the system stability that is needed. These are encrypted in line with the desired level of confidentiality so as to increase their safety from interception.


 

Voice over IP

Voice over IP
 

Are you looking for a low-cost way to network your telephone switchboards via your existing IT infrastructures?

You have already connected your telephone switchboards and network between the various locations? But you are fed up with having to pay monthly fees for rented lines?

T&N has the solution. We implement solutions with well-known Carriers or via Time Division Multiplexing over IP and clever VoIP routers with our partners. These allow the reliable and low-cost migration of voice and data networks with no drop in quality, functionality and security.