Firstcom Europe
Firstcom Europe is an assured supplier available from the Advanced Telephony Better Purchasing framework (BPf).
Solution description
iPECS Cloud by Ericsson-LG Enterprise. Two of the biggest technology companies in the world who have been in the industry for over fifty years working together in a joint venture to provide this solution.
The solution is end-to-end Ericsson-LG which means it is an Ericsson-LG Cloud Platform; an Ericsson-LG device and Ericsson-LG software for reporting and statistics. This gives the solution a tight integration across all areas without needing to work with a third party and means we can support all in-house.
It is cloud-based so easy to manage when making changes or adding new users. This can be done remotely or on site. The staff can choose whether they want to use softphones, mobile apps, desk phones or cordless so can suit to their needs.
Has a strong roadmap with regular new enhancements being added through the year.
- main telephony features: multi level auto attendant, voicemail, group voicemail, hunt groups, call park, call pick up conference bridge, add hoc conference, call queuing
- call recording
- group video call and collaboration
- Outlook and Teams integration
- built in ACD for number of calls in queue, real-time position in queue, position in queue call back, agent help request, silent monitor, log-in and log-out of different call queues, live agent status
Interoperability
Partner with Metier for a product called, Call Connect GP which gives integration to Emis, Vision and SystmOne. This provides a middleware between the cloud platform and patient record database which on an incoming call will screen pop details about the caller that may not be in their database, for example, if they are hard of hearing. From here the agent can then go into the caller’s patient record in the practices database. This will have show multiple contacts on a number for if someone phoned to book an appointment for a member of their family.
Implementation
Customers will agree a date for the installation of the new telecoms system to be installed.
Any hardware will be either sent by courier or delivered by technicians.
On the day the system is installed it may require presence of a trained technician on site, or it can be completed remotely, depending on the complexity of the installation. The customer will be informed of the timescales and kept informed of progress.
From order to installation typically takes three weeks and the installation date is selected by the customers.
Technicians explain the operation of the system if they are on site. If not there is a support team and user guides to provide assistance. Individual or group staff training is available on request.
Service level agreements
Firstcom Europe aims to provide 99.99% availability of its service.
Customer service support is provided free of charge and is available by email or phone to qualified product experts.
Priority 1
Total loss of, or serious degradation of TIU services impacting multiple customers. Also includes major security or fraud risks.
Service hours 24 hours a day, 7 days a week, 365 days a year.
Response time less than 1 hour.
Priority 2
Partial loss of our reduction of TUI services or a major outage that only impacts one customer.
Service hours: 7.00am or 8.00am to 5.00pm or 6.00pm.
Response time less than 4 hours.
Last edited: 13 June 2024 12:59 pm