Small & Medium Enterprise Comms

Avaya IP Office 

IP Office is a highly modular, all-in-one IP telephone system designed to meet the needs of home offices, standalone businesses, and networked branch and head offices for small and medium enterprises.

The award-winning IP Office gives growing companies a complete solution for telephony, messaging, networking, conferencing, customer management, and unified communications.

The IP Office support businesses up to 380 extensions. Depending on the scale of your requirement, you can select from the IP406, IP412 and the IP Office 500. There’s also an IP Office Small Office Edition for the smallest requirement.

Read more (Brochure, Avaya IP Office PDF) 

IP Office Essential Edition 

Provides the 'must haves' for small businesses:

• Automated Attendants: Programme up to 40 x automated attendants (maximum 6 simultaneous calls) to handle almost any customer situation. Customise caller greetings so key clients receive a personal message and are routed directly to the most appropriate person or team.
• Dial By Name/Extension: Callers can easily reach the person they want to connect with by simply typing the name or extension on the phone keypad.
• Voicemail: A range of choices that enable staff to stay connected regardless of where they are. Retrieve voicemail messages from the keypad on any telephone, through the context-sensitive display on an Avaya phone, or via email (voicemail messages show up just like an email).

IP Office Preferred Edition

For Optimal Responsiveness - gain 10 x more voice messaging capacity (than Essential Edition) and handle dozens of calls simultaneously. Equip your business with multi-level automated call routing to ensure customers reach the right person fast, anytime. Secure a 64-party conference bridge with PIN number access. Get messages anywhere with automatic alerts. 

• Scalable and Sophisticated Voicemail: Handle up to 40 simultaneous calls. Make the entire staff more productive and efficient. Broadcast a single voicemail to all employees, a specific department or just one team. Address messages by extension or name. Have voicemail messages “find” you and alert you to new messages.
• Secure “Meet Me” Conferencing: The built-in 128-party conferencing capability makes it easy for all users to host their own personal password-protected conference bridge (up to 64-parties per conference) to securely collaborate with customers and colleagues. Its unique call capacity lets you host a multitude of calls simultaneously.
• Automated Call Routing: With the ability to create an unlimited number of automated attendants (each with an unlimited number of levels), sophisticated call routing is now a reality for any size business. Customise attendants to handle calls by time of day, day of week or other variable. Programme attendants to recognize callers and deliver personalized messages to them. Pre-record announcements (holiday greetings, promotions) and schedule them for future use.
• Call Recording: Built-in recording of incoming or outgoing calls. Set the frequency of recorded calls (all calls or a percentage of calls). Record calls on demand with the push of a button. Recordings can be sent directly to voice/email mailboxes as a WAV file attachment for forwarding via email.

IP Office Advanced Edition

Increase productivity and efficiencies in customer service. Customers receive 24/7 access to information and services. Optional applications ensure exceptional customer interactions for agents and supervisors. Tracking and reporting capabilities gather sophisticated customer intelligence and measure and report agent productivity.

• View agent status: Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.
• Assess agent productivity: Customer service supervisors can gather current and historic data and generate reports to gauge the productivity and performance of agents. The intuitive browser-based interface offers drag-and-drop simplicity, making it easy to configure, generate and deliver customized reports that can be acted upon quickly.
• Manage campaign performance: Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Capture information such as telephone number and area where responders are calling from (among other data) that can help streamline costs and boost campaign-generated revenue.
• Selectively retrieve recorded calls: Call recording can positively impact customer service and revenue and it also enables more meaningful training sessions. Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time and extension number, and archived to a storage device such as DVD.
• Automate popular enquiries: Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast and efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customised surveys. Retrieve information the same way voicemail messages are replayed.
• Create self service menus: Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customised, automated self-help menus allow customers to place or change orders, check status of shipments, and more.