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Next Advantage Enterprise®

IP TELEPHONY PLATFORM

Australia’s leading multiple award winning service provider CSIACUSTOMER SERVICE

INSTITUTE OF AUSTRALIA

AustralianServiceExcellenceAwards

Award Member

GOLD AWARDAUSTRALIAN CUSTOMERSERVICE AWARDS - 2011www.ServiceExcellence.com.au

Winner 2011


Winner 2012


Winner 2013


Winner 2015


Winner 2016


Winner 2017


Winner 2018

THE

Communications Alliance

Commitment toCustomer Service: Corporate

& CommsDay Awards 2013

A C O M M S

W I N N E R

Next Telecom

Winner 2013

THE

Communications Alliance

Commitment toCustomer Service: Corporate

& CommsDay Awards 2014

A C O M M S

W I N N E R

Next Telecom

Winner 2014

98%

of our customers say they would recommend Next Telecom

*Customers responses live to service department for the month of August 2019.

3NEXT ADVANTAGE ENTERPRISE®

Let us introduce you to a new era of business telecommunications

With the changing landscape of Australia’s telecommunications industry driven by technology and the roll out of the National Broadband Network®, Next Telecom is positioned to deliver your long term, strategic telecommunications services that will future proof your business communications needs.

Over the last 11 years Next Telecom has been delivering the best technical resources, state-of-the-art billing services and multi-award winning customer service. Proactively managing thousands of business telecommunications needs we work to deliver the best of breed products at the lowest price.

Next Telecom’s customer base is varied and sophisticated. Whether in aviation, retail, legal, distribution, hospitality or manufacturing industries, our client base speaks about our ability to deliver tomorrows products today. It exemplifies how we work to ensure our customers are always a step ahead.

Serviced by a skilled and dedicated team of experts, our managers all have over 20+ years hands on experience in their field, your business needs to consider moving from the large incumbents and experience our award winning service.

RYAN O’HARE GAVIN ROACHE MARK MANION KAREN JONES Executive Chairman Executive Director, Executive Director, Chief Financial Officer and CEO Director of Sales Chief Operating Officer

10YEARS OFSERVICE

12YEARS OFSERVICE


4 NEXT TELECOM

Next Advantage Enterprise® IP Cloud Platform

IP Handsets and Apple iOS, Android compatible applications. Collaborative communications at its very best.


National UC Architecture

Dedicated Enterprise Hosted PABX available throughout Australia and New Zealand.

Access available via IPVPN over multiple connectivity Nationwide Networks providing end to end Quality of Service (QoS) and dedicated Voice Bandwidth via multiple access technologies.

Internet access from either Next Telecom provided symmetric ethernet service or via your own high quality internet connection.

Managed and monitored WAN & LAN services.

Australia-wide Local Numbers and Number Porting. You can keep your existing numbers.

Highly customizable environment including 3 standard dedicated PABX setups – Small (<30), Medium (30-80) and Large (80+).


Platform

Dashboard of all active communications.

6 NEXT TELECOM

Next Advantage Enterprise® User Interface – Full UC Functionality for all staff.

Call Centre Queue Management with extensive configuration options to suit, from a 5 seat Call Centre to Call Centre’s with over 100 seats.

Call Recording – 100GB storage of your call recording files available on Hosted Storage.

Extensive Reporting on Incoming / Outgoing, Call Centre Queues, Hunt Groups.

API functionality for integration with CRM and other internal systems.

IVR – The most configurable IVR functionality out there – including callback functionality, forced answering via diversion to Mobile / alternate office if unanswered.

Hot-desking – Staff working in a Hot Desk / Hoteling setup can login and extension will act as their own including outbound caller ID, speed dials etc.

Monitoring – great tool to assist with coaching, training and quality assurances purposes.


Features

Unified Communications

Portfolio

Call Centre

Applications

Mobility

Unified Messaging

Web Collaboration

IM & Presence

Audio Conference

Call Control


User Features

Voicemail Personal voicemail messages are a very effective way of communication. Next Advantage Enterprise® takes this to the next level by allowing the storage of multiple pre-set messages which can be activated automatically upon changing your profile status in the client. E.g. ‘Meeting’ status plays a pre-set message that your are engaged in meetings and Press 1 to forward to your mobile if urgent or alternatively leave a message.

Follow Me Follow Me allows you to configure your desk calls to forward to your mobile phone when in particular status – e.g. Offline. Follow Me can apply for Queue Group calls as well as direct calls to your extension.

Conference Room

Each user is provided their own Conference Room which allows multiple users to dial into a bridge. This is a key feature which allows many users working together to quickly collaborate and not waste any time dialling in other participants to a conference call. Pre-set call recording can be configured for Conference Rooms and emailed to the Conference Room owner for review of notes for team meetings or writing of memos.

Instant Messaging and Group Chat

Enable your teams to collaborate efficiently together. This is an excellent tool for call centres where you can message other agents or supervisors for advice while on a call without putting the caller on hold. Improving your average handling time, reducing average hold time and improving overall efficiency of your teams.

Group Features

Call Centre Queues

Configure Hold Music, Your own prompts for many announcements such as position in queue, estimated hold times, ability to exit queue to a Voicemail or Call Back requests.

Reporting There are many pre-defined reports as well as the ability to fully customise your own reports and even define a schedule for them to run on and where to send – allowing you to configure reports for your team, management and other staff quickly.

Premium Telephony

Remote Enable Remote Working for your staff who may work from Customers Premises, Remote Offices, from the road and even from home. Users can connect via Cell to NAE or via soft client or IP handsets via internet.

Highlights Single Number – One number can reach you wherever you are. Change your status in Next Advantage Enterprise® to change your forwarding settings according to your profile.

Multiple Handsets – Have multiple handsets registered with your extension – allowing you to have a mirror image of your desk handset in your home office. No Call Forwarding and paying for multiple lines required to work from home and make and receive calls.

Presence – Staff in the office will be able to see if you are on a call or in a meeting.


Licensing

8 NEXT TELECOM

MPLS Network

INTERNET

PSTN

SIP NetworkDedicated Hosting

Head Office

Remote Site

Branch SiteBranch Site

Provider Edge Router

Customer Premises Router

Fibre NTU Fibre Ethernet

Private VPN

Internet Connection

Remote Site

Branch SiteBranch Site

Fibre NTU

Provider Edge Router

Customer Premises Router

Fibre Ethernet

Private VPN

Internet Connection

Dedicated Enterprise Server


View the status of each of your Call Centre queues and the agents status in the queue.

Queues can be configured with Priority levels to distribute calls to various agent groups, for improved customer service.

Supervisors can change the Agent’s queue status from within the Next Advantage Enterprise® client.

Call Centre Reporting

Template reports

PDF or CSV file generation

Email report

Save favouritereports

Reportscheduler

Quickreporting

Add searchcriteria

Search viaextension

...

Queue Manager

10 NEXT TELECOM

Call Centre Console

Instant Messaging and Presence (IM&P) User to User and Group Chat

Visual Voicemail Select which Voicemail you want to listen to first. Click to call back.

Conferencing Save time by collaborating with your colleagues and clients

Softphone Voice/Video to turn your Laptop/PC into an Extension on your Dedicated PABX.

Smartphone SIP Client for use anywhere in the world

Web interface Access from Chrome, Firefox, Edge HTML5 Based (software not required)

Smartphone App Full Featured UC Client in your hand. Apple iOS & Android compatible.

View any calls waiting Including wait times, caller ID and the queue they are waiting in.

Hunt Groups and Hot Seats For improved customer service. Login and Logout function.

Wrap Up Codes Allow your agents to use pre-defined or free text wrap up codes to categorize calls.

Wallboard This allows you to view the status of all your call centre queue calls including:

• Logged in Agents

• Calls Queueing

• Longest Waiting Call

• Number of Answered and Unanswered calls

• Current Service Level for the queue

Unified Communications


Active Call Control

You can see that the Agent’s phone is ringing as the Red Phone Icon is displayed.

Under each user you can see detailed options such as being able to initiate a Call, Video Chat, Instant Message, Conference Call or reach their Voicemail to leave them a message.


Green Indicates that the person is available and not currently on a call.

You can also see the users Call Forward, Follow Me, and Do Not Disturb options that have been set.

12 NEXT TELECOM

Queue Performance Metrics QueueService Level (Achieved)

Total Calls

NEXT Operations 89.36 49

QueueService Level (Achieved)

Total Calls

Answered (Count)

Abandoned (Count)

Wait Time (Total)

Wait Time (Average)

Hold Time (Total)

Hold Time (Average)

New South Wales

Business Development 0 0 0 0 00:00 00:00 00:00 00:00

Existing Sales 71.43 8 7 1 03:16 00:24 03:18 00:24

Office and Personnel 66.67 38 33 5 14:52 00:23 03:03 00:04

Permanent Sales 61.11 50 36 14 33:29 00:40 11:07 00:13

Sales Online Marketing 60 6 5 1 03:27 00:34 00:10 00:01

Queensland

Existing Sales 16.67 13 12 1 25:12 01:56 10:26 00:48

Office and Personnel 53.33 15 15 0 11:45 00:47 10:24 00:41

Permanent Sales 25 13 12 1 37:40 02:53 00:40 00:03


Total Calls

Answered (Count)

Abandoned (Count)

Missed (Total)

Voicemail (Count)

Wait Time (Average)

Wait Time (Max)

Talk Time (Average)

CCC 92.5 91 80 12 2 0 00:08 01:13 01:57

CCC Overflow 0 1 0 1 1 0 00:11 00:11 00:00

CCC Parramatta 0 0 0 0 0 0 00:00 00:00 00:00

CCC Secondary 0 0 0 0 0 0 00:00 00:00 00:00

AgentCalls Agent Answered (Count)

Calls Missed by Agent (Count)

Ring Time (Average)

Caller ID Idle Time

Agent Name #1 0 0 00:00

Agent Name #2 3 3 00:14

Agent Name #3 0 0 00:00

Agent Name #4 0 0 00:00

Agent Name #5 11 0 00:02 00:45

Agent Performance for Queue

Agent Performance Metrics for Queue

Next Advantage Enterprise® Reporting


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CCC Level of Service (% of 80/20)

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CCC Agent Performance Metrics for Queue

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AgentCalls Agent Answered (Count)

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Talk Time (Total)Talk Time (Average)

Idle Time

Agent Name #1 0 0 00:00 00:00 00:00

Agent Name #2 0 7 00:15 00:00 00:00

Agent Name #3 11 0 00:02 21:55 00:32 07:12

Agent Name #4 0 0 00:00 00:00 00:00

Agent Name #5 0 0 00:00 00:00 00:00

Agent Name #6 26 0 00:02 53:01 00:46

Agent Performance Metrics for Queue

14 NEXT TELECOM

TMS Handling Time (mm:ss)

TMS Average Talk Time (mm:ss)

TMS Level of Service (% of 80/100)

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Queue Performance Metrics


Total Calls

Answered (Count)

Abandoned (Count)

Missed (Count)

Voicemail (Count)

TMS 95.65 57 46 11 0 0

14 NEXT TELECOM


Mobile Power Remote WorkingSave Capex & Calling Costs Presence

Take your office phone system on the road with our mobile iPhone and Android clients

Implement a corporate quality phone-system and dramatically lower your calling costs.

Enabling your team to work remotely is associated with significant cost and productivity advantages

Enable your team to save time and improve productivity by sharing their availability to take calls.

See who’s free to take a call, anywhere.

Give your team and receptionist unique power and control over calls. Do you love your phone system?

Productivity Flexibility

Save capex & calling costs

Enable your team to save time and improve productivity by sharing their availability to take calls

Intuitive user interface means less training, faster deployment and increased staff productivity

Set calls to follow staff when they roam or to redirect to others in the team for maximum efficiency

Save travel time and costs with affordable, quality conference calling

Use call recording options to improve performance or manage business risk

See at a glance the number and length of calls to improve business efficiency.

Empower your receptionist to control your phone system from a mobile app or web browser, anywhere anytime.

Make changes instantly with no waiting for telcos or IT and improve transparency and capacity planning with real-time reports.

Implement a corporate-quality phone-system and PBX within your operating budget. No capex required.

Make mobile calls for landline prices, enjoy affordable, quality conference calling and dramatically lower your other call costs.

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Business Benefits

1300 00 NEXT (6398) nexttelecom.com.au

NEXT TELECOM PTY LTD ABN: 77 074 723 724

Melbourne

Level 26 IBM Centre, 60 City Road Southbank VIC 3000Tel: 1300 00 NEXT (6398)Fax: (03) 8535 2550

New Zealand

Unit 7, 31 Northcroft Street, Takapuna, Auckland 0622Tel: +64 0800 00 6398

London

Level 2, 48 Moorgate London EC2R6EJUnited KingdomTel: +44 (0)20 3068 0000Fax: +44 (0)20 3068 0001

[email protected] [email protected] [email protected] [email protected]

HEAD OFFICE Sydney

Level 38, 100 Miller StreetNorth Sydney NSW 2060Tel: 1300 00 NEXT (6398)Fax: (02) 8071 8150

[email protected] [email protected] www.nextbusinesstelecom.co.uk

National Mail P.O.Box 1196North Sydney NSW 2059

While every precaution has been made in the creation of this document, Next Telecom, its officers, staff and dealers do not guarantee the accuracy of its contents. Your acceptance of the terms and conditions of supply should be made in accordance with Next Telecoms Standard Form of Agreement found on nexttelecom.com.au. A copy is also available from head office reception during normal business hours. Enquiries should be directed to the manager, sales and marketing on 1300 00 6398.

© 2020 Next Telecom. All rights reserved.

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