The next trend is to be "Always Available, as chosen,'' says Premitel, and forward thinking communications companies are expected to pave the way for this.
Telephony has evolved from a voice product, available at intermittent intervals, into a connected network of people, devices, and software. These days, the communication that takes place between work colleagues and within social circles is rich in data, media, context, and most importantly, is continuously connected.
We could be sleeping, resting, working, or doing other tasks - but our devices are always on, available and working. But we can, and increasingly will, choose when to be available and for which purpose.
Services around devices that are “Always On/Available”, are one of Primitel's prime offerings. Our services will continue to operate and do multiple tasks automatically in real time - whether you are using the device or doing other activities. This is what it means to be "Always Available". We also offer user controls in our Client Zone which our customers can use from their mobile devices to control the services’ behaviour and conveniently manage their availability.
Here at Premitel, we believe that this is how people will work and interact socially in the future. Premitel provides fibre, internet, wireless and LTE APN networking for businesses and homes, along with voice solutions that include cloud and on-site IP PBX. Our resident expert Quintes Piek is here to tell you more.
What are the “Always On/Available” services?
The term “Always Available” refers to systems that are continuously available, powered by batteries or connected to power sources and networks. The term may also refer to systems that are continually operational, even at night. Essentially any true cloud-based 'service' can be deemed 'Always On/Available'.
Why should I consider an "Always On/Available" service?
Premitel's solution allows users to make and receive calls via a broadband internet connection instead of a traditional landline. All over the world smart companies and individuals are switching to this next-generation technology. They are leveraging ever improving connectivity solutions and VoIP (Voice over Internet Protocol) to benefit from drastically reduced costs, improved productivity, increased operational efficiency, better flexibility and reliability.
Merging voice communications with data on the same network enables you to not only reduce costs but maintain high level security protocols along with hosting supplemental unified communications (UC) and voicemail tools.
Find out if your current VoIP solution offers your business the most competitive rate by signing up for our free cost-savings calculation.
The evolution of network technology is driving the increased availability of network solutions to users and economies of scale to lower cost of connectivity.
Fibre broadband technology has evolved from expensive leased lines to highly efficient and affordable options which can deliver speeds of up to 10Gbps! The introduction of technologies like “Twisted Fibre Optic light” combined with nano technology, has the theoretical ability to increase broadband speeds over fibre optic as much as a 100 times than that of the current delivery method, this technology is said to be the “missing key” to unlocking ultra-broadband communications.
WiFi - WiFi6, 802.11ax technology is said to be the dawn of “high efficiency wireless” systems and is expected to be ready for deployment soon. WiFi6 devices are claimed to have the ability to reach a throughput of up to 11 Gbit/s which is up to 4 x higher than the current 802.1ac technology used in most homes and businesses today.
5G - With the imminent rollout of 5G in major SA metros during 2020, the face of mobile internet will change significantly. It is claimed that 5G is capable to deliver speeds of up to 100gbps with much lower latency. For VoIP service providers low latency is key in the ability to deliver high quality voice services; other technologies that will benefit by 5G are, control devices, machine learning and artificial intelligence.
“Low orbit satellite” technology which is said to further revolutionise the internet world as we know it today. This technology employs thousands of geo-static satellites at altitudes much lower than the existing satellites, to deliver low latency broadband services everywhere across the globe. These developments are currently driven by several competing operators like Google, SpaceX, etc, with significant capital investments and pilots already running in several areas - including some African countries.
All these developments work towards a future of “always on” and “always available” networks connectivity.
The evolution of fixed telephone numbers to the currently dominant mobile ranges and future hybrid systems utilising cloud services
Fixed numbers have for a long time been associated with on-site telecommunications only. Due to the integration of technology between cloud-based IP voice solutions and GSM networks, this is changing fast.
Users of cloud-based voice solutions and emerging mobile apps are able to make and receive calls, transfer calls, and use advanced call routing facilities from anywhere. This can be done on the staff members existing personal mobile phones through mobile apps, eliminating the need for costly additional mobile phones and the inconvenience of carrying two phones for private and business use.
Premitel offers mobile solutions on all the major operating platforms like Android, iOS, Windows, Chrome and Symbian. Premitel also developed a Telecoms Management System added to our cloud services that allow businesses to control their spending by regions, departments and users in real time and supports automation of monthly accounting to multiple entities in their businesses.
The evolution of ‘Follow Me’ functionality
The need to stay connected whilst on the move, is becoming a necessity these days. Missing telephone calls may impact your company's bottom line negatively. Some VoIP providers offer the ability to redirect office extension calls to mobile phones, voicemail, other extensions within the office or to a satellite office if needed. Users may also choose to access voicemail messages via an audio file sent to their email (Unified Messaging), making access to it pretty simple. Providers may also offer a dedicated client portal allowing users to easily redirect their incoming calls virtually anywhere by themselves without calling their service provider. There is simply no reason to miss a call.
The evolution of PBX systems enables businesses towards being always available to their clients and partners
ONSITE PBX (Private Branch Exchange)
The onsite PBX is the most conventional PBX variant and has been around the longest. It allows businesses to connect their staff members to external trunk lines for receiving and making calls. It also allows employees to communicate internally and transfer callers from one employee to another. VOIP trunks can be connected to Analog and digital PBX systems through transcoding gateways to save on call costs. IP PBX systems provide built in integration to VOIP trunks.
HOSTED PBX
Voice providers may offer a SIP or VoIP solution where SIP or IP phones connect directly to their remote server via a broadband connection. This solution offers similar functionality to that of on-site PBX solutions. However, a Hosted PBX makes it easy to interconnect multiple branch offices to communicate and transfer calls seamlessly between them, at no call cost. The quality of these solutions differs because of the variety of hosting and management software. Before subscribing to a Hosted PBX solution, it is important to research these factors as it will impact the levels of service.
CLOUD PBX
This version of PBX is similar to the Hosted PBX except that its Hosted in multiple locations, generally secure data centers. This factor will ensure continuous services in the unlikely event of a failure at one of the Hosting sites or when scheduled maintenance and upgrades need to be performed. Premitel offers cloud PBX solutions based on our carrier grade Porta One software platform which is hosted in multiple Teraco Telecommunication Hosting hubs and backed up by international 24x7 support.
Call Centre solutions have also evolved to become Always available
Onsite
Call centres used to operate on expensive hardware that was typically hosted on-premise, some still do today. This strategy often leads to worries like power backup, upgrades, licenses and maintenance. Large organisations must typically employ large technical teams to keep their call centre online.
Hosted
Using a hosted call centre helps mitigate the risk of downtime due to power outages and hardware failures. But these types of services usually go down when the hosting company has to do maintenance or upgrades.
Cloud
“The cloud” is a wonderful term which conjures up the thought of a magical world where services ‘just work’. The truth is a bit more complex. A cloud service is typically hosted on two or more servers that work in conjunction with each other. When one fails or gets shut down for maintenance its function is taken over by the other servers. This results in an always available service. Cloud call centre systems usually include several system integration facilities to connect e.g. CRM and billing systems.
Enablement of integrated service centre (Call Centre) and Business (cloud) PBX
The customer’s service experience has a direct impact on recurring business. It is crucial for businesses in the service industry to deliver the best possible customer service. But not all the people in such an organisation work on the service desk.
Here at Premitel, we have developed full integration between our Cloud PBX and Cloud Call Centre software. A small business can now equip its service department with cutting edge call centre technology and still retain the cloud PBX for all the other users at a much lower cost per seat. Both Premitel’s Cloud PBX and Cloud Call Centre are hosted in secure world class data centres and the services are always available.
Enablement of home-based users to work in service- and call centres
The continuous availability of cloud technology also makes it accessible to any authorized user from anywhere in the world. Our built-in monitoring and control tools make it easy to let your staff work from anywhere. All facets of their work are controlled and monitored by the cloud system and their calls (inbound and outbound) are routed on fibre or LTE connections. There is no need to ‘wonder’ if they will take the call and no need to worry whether they reach their KPI targets. Online reporting makes management easy.
The evolution of SLA's for availability of services
In order to enable always available services, the service levels of the supporting infrastructure need to be increased from the typical 95% on-site solution metrics to the eventual target of 99.999%. An uptime of 99.999% translates to an annual downtime of 5 minutes. Offering such uptimes are in most cases not practical and it is very expensive to maintain that target level. The average uptime that SA users experience is about 99.2%, which implies downtime of about 6 hours per annum. In order to improve on this service, providers need to invest in redundant infrastructure across multiple hosting centres which requires the balancing of service levels and costs of services.
Is the “Always Available” service completely in the cloud or does it need hardware to operate? If a user has a decent smartphone, can they use it to sign up?
If the client has a physical IP phone or softphone app on their mobile, then this 'phone' will need to register to our “Always On/Available” server in order to receive or make a call. And that's it, the client is now "Always Available". Even if their phone is off or disconnected, their account will remain online and functioning. Our system is completely hosted in the cloud; therefore a client does not need to be logged on or participate when automatic features are already configured.
Our services are always ready and the automatic features like voicemail, automated attendant, and forwarding continuously work in the background.
What hardware does Premitel sell to support “Always On/Available”?
We can provide customers with the hardware to receive their calls. From a single cordless handset to web-diallers to multi-branch integrated PBX systems we have it all. We can also help clients understand all the tech to find what suits them best, so feel free to ask.
What features does the “Always On/Available" service come with?
Our Cloud Phone gives users the ability to divert their VoIP phone calls to their cell phones. They can also set up voicemail or give callers the option to select which member of the family they wish to speak to and direct the call to their cell phone. All of this, and more, is controlled by the client via our Client Portal. Other "Always On/Available" features include;
- Call recording
- Call forwarding
- Forwarding from mobile extension by DTMF
- Advanced caller ID application
- Number porting
- Individual, group, or system-wide customisable music on hold
- Call waiting
- Auto attendant
- Ext-to-Ext call distinctive ring
- Call screening
- Unified messaging
- Fax mode
- Hunt groups
- Pickup groups
- Call barring
- Speed dial codes
- Fraud detection
- Conferencing
- TMS (Telephone Management System)
- Budget control
- Accounting solutions
Keep in mind that each of these features can be customised to an organisation or individual's needs.
What is Premitel’s competitive advantage when it comes to voice connectivity?
Voice over IP (VoIP) is a simple concept in theory but in practice, it is a complex mix of quality networks, tools, and services. We know good VoIP quality does not allow shortcuts and quick fixes and we use world-class, carrier-grade tools to deliver great quality by an experienced customer-centric team.
Is Premitel a licensed operator?
As a VoIP service provider, we own ICASA licences and licences for our core operating software. We send our technical staff for certified hardware and other technical training to ensure they have the necessary skills to deliver excellent service. We also approve hardware for use with our infrastructure by testing and certification.
Premitel is a trusted provider of connectivity, voice services, PBX systems and the security services that will keep your communications safe. Our network management, voice-, and data expertise comes from decades of work in the industry.
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