When Digitel started in 1984, we were selling computerized telephone systems to replace existing mechanical-type telephone systems sold by the incumbent telephone companies. In many cases, the key sales criteria revolved around more features for less cost. Since then the marketplace has had a fairly slow evolution. A few years later, voicemail systems were introduced. In the late 80's, some manufacturers started to develop products that allow for voice and data convergence. Manufacturers also moved to digital-based telephone system products – however, not many people could really tell anyone the benefits to the end user. During that time, digital forms of dial tone were introduced for larger organizations. Eventually, many of the features that were available to larger organizations became cost effective for smaller organizations to implement. However, for the most part, voice and data remained separate networks, with the voice products remaining very proprietary in design.
Then, one technology started to emerge that both voice and data manufacturers could standardize on ... IP (TCP/IP, VoIP, SIP, etc). This standardization was the true start to Voice & Data convergence. With convergence came an accelerated development of applications that would benefit from this technology. Accordingly, the industry change is now occurring at a much fast rate than ever experienced in the past!
Digitel got involved in the VoIP marketplace early in the game, as one of its key manufacturers – Mitel, was an early adaptor to moving their products being IP-based. Once the new applications started to emerge, Digitel now spends more time discussing our client's overall operational processes, and reviewing all connectivity bills (cellular, dial tone, long distance, internet/broadband) with the intent on finding applications that increase Productivity.
Now, more than ever, our clients are trying to do more with less staff. In order to accomplish this goal, they need to provide their staff with tools that allow them to handle their daily duties efficiently and effectively.
- First Call Resolution – as more and more people are mobile (corridor warriors, road warriors, remote workers), elimination of telephone tag saves time.
- Calls directed to a users internal telephone extension can be set up to automatically ring their cell
- Home-based staff and travelling employees can be connected to the office via a standard broadband connection and continue to function as if they are sitting in the office
- Unified Communication – getting access to voicemail and faxes easily and quickly reduces time spent dialing into the voicemail system via a telephone, and punching a bunch buttons in order to access messages.
- Voicemail to Email allows voicemail messages to be automatically forwarded to an email account ... therefore, voicemails are delivered as they are completed, including delivering to a user's smartphone. You never need to dial in to the phone system to check for messages again!
- Instant Messaging allows internal users to communicate with each other when they are not available via a live phone conversation. With a Blackberry or iPhone app, users can communicate even when they are outside of the office. This service is provided using an internal IM system.
- Desktop Call Control – being able to handle calls through an easy to use desktop application makes it easy to take calls, make calls, transfer calls, set up conference calls, break down conference calls and retrieve callers that are in your voicemail system.
- Mobile Application - use your smartphone to initiate outgoing calls through your office telephone system.
- Replaces your cell phone CLID with your office CLID, protecting your cell phone number from those who should not have it
- Outbound long distance calls are now being made through the office lines, at land line long distance rates, instead of at significantly more expensive cell phone long distance rates
- ACD – Call Centre – effectively distribute calls inside the organization to a group of individuals (high in bound volume to a small group of people), with queues and queue messages.
- Wireless Telephone Sets – use industry standard WiFi antennas with wireless WiFi sets to improve communications for corridor warriors and/or warehouse personnel.