With an increasing number of employees now working from home, many organisations are discovering the benefits of Microsoft Teams and its Unified Communication and Collaboration features. However, to get maximum value from interaction with customers, colleagues and partners you will need to replicate the functionality and external connectivity of your telephone system. There are over 7 million Office365 users in the UK but less than 8% are PSTN enabled for external calling.
As a Microsoft certified Communications Partner with over 35 years of enterprise telephony experience, Amillan are in a perfect position to help organisations implement Teams Enterprise Voice, provide ongoing support and training to ensure the investments made are being fully utilised. Amillan’s solution is underpinned by Gamma’s bespoke hosted Direct Routing architecture to allow for a quick onboarding and enablement via the Cloud.
Any organisation using Microsoft Teams as their unified communications tool can implement the Amillan Direct Routing service provided in partnership with Gamma, the leading UK digital carrier who are fully endorsed by Microsoft.
The service requires no upfront capital investment, no on-premise equipment, no SIP trunks and is 100% cloud based on Gamma’s Carrier Grade resilient network that successfully carries millions of voice calls every day.
It is a cloud service that adds traditional telephony to your Teams accounts, providing users with a DDI number and external PSTN call capability. Value added features included as standard provide call queuing, call distribution, Interactive Voice Response, hunt groups, flexible CLI presentation, geographic DDI numbers, comprehensive statistics and reporting. The service includes access to a dedicated Amillan helpdesk to assist with all aspects of operational and end user support.
Key Benefits
Contact your Amillan today for more information on how you can bring Telephony into Microsoft Teams
Fever Sensing Thermal Camera’s provide rapid, preliminary temperature screening solutions for commercial offices, building sites, education, healthcare and other public locations.
Key Features
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Organisations will have an obligation to safeguard their employees and customers when lockdown restrictions are eased.
Contact Amillan today to discuss how Fever Screening Technology can be implemented to help your organisation return to work.
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Handheld Temperature Sensing Camera
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Contact Amillan today to discuss your requirements for Fever Screening Technology
Temperature screening thermographic cameras are designed for the detection of skin-surface temperatures so as to achieve rapid preliminary screening in public areas. Actual core body temperatures should be further confirmed using clinical measurement devices. Under any circumstances, it is highly recommended to use Thermographic cameras in accordance with local laws and regulations.
As we enter a new decade, businesses large and small face a long list of strategic challenges – and technology will play a vital role in meeting them, particularly when it comes to communications infrastructure.
Enterprises have an even more difficult task, given the scale of their operations: it’s not difficult to imagine how complicated building a future-facing technology strategy for 2,000 individuals working across five offices can be. But by considering the most important issues and planning accordingly, enterprises can tackle the challenges they’re set to face.
Customers want multi-channel communication
Whereas customers might once have put up with bad service simply to avoid the hassle of finding a new supplier, it’s now incredibly easy to research and find alternatives. Accordingly, the price of poor customer service is high. In fact, one study showed it costs the UK economy £15 billion per year – while 73% of UK consumers have ended their relationship with a company due to the service they received.
Reasons for this include ‘customers being forced to repeat themselves’, ‘customer service staff not knowing a customer’s history and value’, and ‘not being able to switch between communication channels easily.’
This last point is particularly interesting. Clearly, businesses have to be ready to communicate across email, live web chats, video or even social media. While agents must be able to access a customer’s history, no matter where they’re working from, or what channel they’re communicating via.
The rise of flexible working
However, customers aren’t the only ones with changing expectations. It’s well established that employees increasingly want flexible working patterns. Just 14% say they want to work the ‘traditional hours of 9 to 5’, and 70% want to work more flexibility in the future.
Whether it’s starting and leaving earlier, being able to take breaks in the middle of the day to attend to family life, or working from home, employers need to think about how they can accommodate accordingly. Especially if they want to attract and retain the best staff.
Yet they also have to keep providing high levels of customer service. So, businesses don’t just need technology that works well in the office – they need functionalities like picking up a call from both mobile and fixed devices, or being able to see a centralised customer history in one location, regardless of where they’re working from or who has spoken to the customer before.
Tackling uncertain times
Complicating matters even further, enterprises increasingly need flexible tools that can scale up and down with minimal hassle. Most enterprises always have one eye on the possibilities of business growth – which often includes launching new sites, hiring new staff, and keeping technology up to date.
But IT decision-makers should always be mindful of the possible need to downsize, whether that’s due to a period of economic uncertainty, a site closing down, or simple ebbs and flows of demand throughout the year.
Unified Communications: a solution for the challenges of the future
All of the problems above can be tackled by implementing a rigorous Unified Communications (UC) solution. With UC, businesses can combine voice, video calling, conferencing and instant messaging in one elegant technology stack that meets the customer demand for multi-channel communication.
UC can also benefit employees. Different conversations can be accessed from different devices, helping to assist flexible working and improve efficiency. And, given Collaborate is a scalable investment with a usage-based payment structure, concerns around up or downsizing can be laid to rest.
The foundations for UC
However, businesses shouldn’t rush to embrace UC without also considering the foundations of their communications infrastructure. A UC technology stack contains a number of bandwidth-hungry applications that require a low latency, high quality network. Without having this network in place, applications won’t function as they should, limiting employee productivity.
The customer experience will also be damaged. There’s nothing more frustrating than the connection dropping out when you’ve queued and waited to speak to an adviser – which means there’s no point in investing in a seamless communication tool to fulfil the need for multi-channel communication if the actual quality of a call, web chat, or video is poor.
So, if you’re purchasing an over-the-top solution without consideration of the underlying network, you might find your new investment doesn’t deliver the benefits you’re expecting. Instead, IT decision makers should look to work with a provider that can provide a high quality and ultra-reliable connectivity solution, as well as UC technology.
Tackle the challenges of the future with confidence
It’s certainly not easy to plan a communications strategy for a multi-site enterprise, and decision makers must always be prepared to be flexible and adapt as needed. But with UC – and the right foundations to support it – large organisations can successfully tackle many of the challenges the coming years are likely to bring.
Amillan supports a Unified Communications approach, allowing workers to unleash productivity by being able to work more flexible and efficient. Contact Us today to see how we can implement UC for your business.
Original Article can be found here: How enterprises can use Unified Communications to tackle the challenges of the future (2020)
Some industries – like those employing field engineers or on-site consultants – have no choice but to support mobile working. Others still have a choice about providing remote working, but possibly not for much longer.
Virtually any employee has the right to request flexible working provisions, including working from home and your business is legally bound to consider each request. Attitudes towards work are changing however, and candidates are increasingly choosing roles that allow them to work from home.
Understandably, some firms are nervous about this change. You can’t see your remote employees, so how do you know they are working? And how do you build a team that works closely together when some members are in a completely different physical place? How do you give them access to the systems and data they need to do their jobs? What is the wider impact of having people based outside the office?
These are all legitimate concerns. But they can also be addressed to help you build a distributed workforce that delivers value for customers and your business.
Technology
Thanks to broadband connectivity and the Internet, it is now much easier to enable access to corporate IT systems. Many of the applications you use are probably already hosted in the cloud, for instance. Once issued with a user name and password, employees can access and use these systems from anywhere in the world, allowing them to be productive anywhere in the world.
The same is true of your internal communications systems, like telephone and instant messaging. VoIP telecoms are typically accessible anywhere, allowing your remote employees to connect to the company switchboard using a handset in their home office – or even a mobile app.
Indeed, Unified Communications brings together telecoms with core productivity tools like calendars, email and files. Almost everything needed to work can be accessed from a single interface at home or in the office. Your workers can accept incoming client calls or join an inter-office video conference call with just a few mouse clicks.
The Unified Communications approach has the added advantage of collecting analytics about how the platform is used. As well as ‘presence’ indicators that show who is online and available, analytics allow managers to report on the activities employees have been engaged on and ensure they’re being as productive as expected.
Consistency
Inconsistency is the enemy of productivity. Confront employees with an unfamiliar IT experience and you can expect a corresponding drop in output.
As you investigate remote working provisions you should also take a look at the tools and systems used by employees. Consolidating and standardising processes and software will help in-house employees be more effective – and help to reduce your annual licensing and maintenance bills. Ideally, you’re looking to create a platform that works in the same way for workers in the office or out in the field.
Standardisation ensures that your employees really can work anywhere, permanently or temporarily. You will also find that administrative overheads and cost of support reduce too.
Education
The best tools in the world are useless if your people don’t know how to use them. Beyond standardising the platform that everyone uses, you also need to ensure that staff are properly trained to get the most from the available tools.
Over time employees develop bad working habits, defaulting to certain tools because they are “easier” – even if they come at the cost of productivity and profitability. Remote workers may decide to make customer calls direct from their mobile because it’s a few less taps, for instance. Although seemingly easier for the remote worker, your business loses out on the additional analytics and reporting data that is recorded when they use their Unified Communications app.
Training staff to use the chosen systems will give them the confidence and knowledge they need moving forward. Then, when they make the move into the field, your workers will take the same habits and practices with them delivering a consistent experience for your customers too.
The world of work is definitely changing. Whether you’re looking to reduce office costs by building a remote workforce or hope to shift to a project-based production model that uses a distributed network of contractors, your business needs to take remote working seriously.
Yes, there are barriers to remote working – but they can all be overcome to deliver a better experience to your customers and a stronger profit margin for your business. You can learn more in our free ebook: Creating The Modern Workplace or visit our ROI calculator to further understand the current impact of your technology setup.
Amillan supports a Unified Communications approach, allowing workers to unleash productivity by being able to work more flexible and efficient. Contact Us today to see how we can implement UC for your business.
Original Article can be found here: Maintaining Productivity While Managing A Mobile Workforce (2020)
In a strong economy, most businesses will enjoy greater prosperity. Disposable income is at a high, consumers are financially confident, which means they’re more likely to increase their purchasing. For SMEs, it can be a double-edged sword. As trading ramps up, SME workforces can feel too stretched to handle all the new business. If the economy slumps, they’re the first to feel the pinch. And unlike their enterprise counterparts, SMEs often lack the steady cashflow and financial resilience needed to survive, what can be, a rollercoaster economy.
While SMEs rarely say no to new customers, when it comes to effective communications they can’t always adequately deal with them. So, while being busy is a nice problem to have – it’s still a problem. In this case, businesses should consider their current communications solution. Traditional technology is inherently inflexible, changes can be slow to make and the systems can lack features designed to make customer service delivery easier.
Feature-rich call management
Fortunately for SMEs, call management solutions have come a long way from the old switchboard – or indeed, the legacy desk-phone with a choice of three lines for callers. Today sees some exceptional feature-rich solutions using IP-based technology, SIP Trunking. These solutions offer intelligent call routing and redirection based on the number dialled, time and location of the caller, efficient call queuing and designated call continuity plans, that the business can control.
This last feature is crucial for SMEs, who can’t afford to miss a call and know that an unanswered phone might mean custom going elsewhere. Email alerts are available for missed calls and automatic call diversions if the desired number is busy or unable to answer
Caller identification has never been easier
We’re living in an age of data and analytics and there’s no reason that the telephone should be excluded from that. After all, the easiest way to make something better is to fully understand how it works.
Inbound call management solutions are data-rich systems, designed to give businesses a greater understanding of who is calling, when and why. With that information, they can adapt staffing schedules to account for busy times and even take on new people if the data tells them it’s the right thing to do.
This, as with every other aspect of a call management system, is hosted in a simple-to-use online portal, which is also supported by an app. Again, this is a huge boost for SMEs. Quick access to key call management tools makes it easy to manage inbound calls with no need to burden staff or for outsourcing.
Keep talking, keep working
We all know that SMEs are integral to national prosperity. Whether that’s because they employ so much of the UK workforce, or because they form the economic heart of the nation. But more and more we’re seeing stories about SMEs being squeezed, or struggling to grow as well as they might.
By replacing traditional ISDN-based telephony with SIP, SMEs are not only able to take on more business but can also save up to 50% on line rental and up to 25% on calls. These savings can free up resources for innovation projects to capitalise on the new sources of income.
Success depends on being able to take every opportunity that opens up. That’s why it’s vital for SMEs to know who’s talking to them and what they want from the conversation. SIP-based communication solutions enable exactly that.
What Amillan can offer …
Amillan has the skills and support level to ensure you always have the services you need up and running. We possess the ability to ‘port’ existing numbers over to your SIP trunks, a vital consideration for business continuity and customer confidence.
Contact Amillan today, so that we can guide you through your transition to SIP and VoIP.
Original article can be found here: How SIP solutions can help SMEs take control of inbound calls (2020)
Microsoft has announced it will be taking its first steps into the Robotic Process Automation market with UI Flows, part of the Power Automate application, providing enterprise organisations with a range of automation for their business and customers.
It enables end-users and developers alike to build workflows that automate highly repetitive, manual, time-consuming tasks, also enabling automation across legacy, on-premises, and cloud apps and services. This has the potential to offer automation for your entire IT landscape.
Why Power Automate?
The enterprise application landscape is filled with a mixture of legacy applications and modern services, some running on-premises and some running in the cloud. In some cases, the use of such applications is at the surface level, while in some cases cognitive skills like natural language processing (NLP) and vision understanding are required. In an increasingly connected, quicker, and app-heavy world, there is a strong customer demand for rich automation capabilities that allow customers to do more with less. Microsoft believes this should be a core capability of the Power Platform and are therefore adding new capabilities to Power Automate.
What is the new RPA feature in Power Automate?
UI flows is an RPA capability in Power Automate that enables enterprise customers including business users, technical users, and end-users to automate repetitive tasks across legacy applications — to simplify how they work in a scalable, secure way. They can streamline how they work by recording mouse clicks, keyboard use, and data entry and automate the replay of the steps to be included in more complex process automations.
What are the key benefits of the RPA feature called UI flows?
UI flows within Power Automate is Microsoft’s feature for UI automation. Previously, Flow played primarily in the digital process automation (DPA) space where one could use the service to automate business processes that provided APIs. With UI flows, the Power Automate platform extends to also automate legacy applications that can only be driven from their front end. This allows customers to create complete business process automation. With UI flows, customers can record step-by-step UI actions—such as mouse clicks, keyboard use, and data entry—and then replay those actions.
This enables organisations to:
• Automate in a single platform across apps and services that do not have APIs
• Customize, build and manage UI flow scripts in a secure cloud environment
• Low-code experience with a step-by-step record and playback experience
• Seamlessly Integrate UI automation with API based automation by combining UI flows with regular flows.
Amillan and Power Automate
Microsoft Partner Amillan is ready to support organisations looking to be the early adopters of Power Automate and UI Flows. With experts in Microsoft Robotic Process Automation in-house, we can create tailored and bespoke systems to elevate your business processes.
Contact us today to start your RPA journey!
ISDN is fast becoming a technology of the past with the service set to be phased out by 2025 and replaced by SIP, an IP based service delivered over broadband and/or leased live circuits.
Here are some considerations that organisations need to think about when planning a move away from ISDN to SIP.
This is a great time to define your business needs and document your existing communications connectivity, for example, how many phone lines and numbers you have and where they lead to or terminate. Consider too what currently happens to calls if your lines are busy – are they queued or handled by voicemail?
Because SIP trunks are more flexible and versatile than ISDN this is also the time to map out how you could use and benefit from the new features that will be available once you have made the switch. This would include for example updating your disaster recovery and business continuity plans as SIP trunks can have user-configured failover to secondary circuits for resilience and/or call redirection to alternative locations. At the same time, you can assess your remote and homeworking plans so that employees working outside of the main head office have access to free ‘on-net’ calls due to the fact they are on the same dialling plan.
SIP is perfect for seasonal business or planned changes in call activity volumes such as a sales and marketing campaign so you can factor these requirements in with your supplier – and remember, unlike ISDN with SIP you only pay for the services you use and not for spare trunks to sit idle when they are not required.
Many PBX phone systems designed after 2007 are compatible with SIP but today many users are ditching legacy, hardware-based telephony solutions for cloud or hosted telephony and now is a great time to examine the deployment benefits of these new solutions. Again, with cloud telephony, you only pay for what you use which is perfect for fast-growing organisations and those with seasonal requirements.
What Amillan can offer …
Amillan has the skills and support level to ensure you always have the services you need up and running. We possess the ability to ‘port’ existing numbers over to your SIP trunks, a vital consideration for business continuity and customer confidence.
Contact Amillan today, so that we can guide you through your transition to SIP and VoIP.
Original article can be found here: The SIP Series (III): How do I replace ISDN? (2017)
We are moving towards an enterprise world where highly repetitive human tasks are automated. By increasing the level of automation and reducing the number of tedious, repetitive tasks, organisations can give employees more time to focus on valuable tasks and increase human interaction.
We can embark on the intelligent enterprise journey by automating key business processes using two technologies, intelligent robotic process automation (arms) and conversational AI (eyes and mouth), working together. They perfectly show how human expertise and computer insights can build the intelligent enterprise of tomorrow.
This article will use the example of ordering IT equipment to show how it works. You can enhance quality and reduce cost by using both capabilities to create a digital workforce of robotic applications that automatically run your business processes in the background.
Common issues in manual processes
Nowadays, many companies around the world use complex and manual order-management processes for things such as IT equipment ordering. They face several issues, including:
These kinds of processes make it difficult to get a complete picture of your sales-order processing cycle.
Speed this process with intelligent RPA and conversational AI
Let’s start with a concrete example. An employee’s laptop is broken, and he needs to order another one.
That’s it! The purchase order, with a specific order number, is created automatically because the conversational AI chatbot triggers an RPA bot in the background to create a purchase order in the cloud system. The employee will receive the new laptop within the next few days.
In this case, RPA acts like the arms of the digital assistant, ensuring hands-free order creation. On the other side, the conversational AI chatbot keeps interactions natural and engaging, regularly communicating results to the user. It acts as the ears and mouth of the digital assistant.
To sum up, this process provides:
How intelligent technologies elevate employees
This example of IT equipment ordering is just one of countless examples of how intelligent technologies can speed business processes and help your organisation achieve the high level of automation necessary to become an intelligent enterprise. It’s easy to imagine other use cases, including purchase-order approval or flight-ticket booking, for example.
With intelligent RPA, the first step is to let the bot know what to do, which you can do with a visual interface to create new skills for your bot and define the workflow of tasks to execute. The second step is to schedule the RPA bot execution – to define the trigger that will start the RPA bot.
Then the RPA bot will do the tasks independently, which brings two major benefits: First, by responding to user needs proactively and augmenting resources, it delivers a streamlined experience. Second, by reducing repetitive and time-consuming manual activities, it helps employees focus on higher-value processes, leading to new levels of operational speed and efficiency.
Meanwhile, with conversational AI technology, you can effectively train, build, connect, and monitor intelligent chatbots for the enterprise – for example, guiding the user to the right page, answering FAQs, and executing repetitive tasks. Natural language processing (NLP) technology in the background analyses text inputs and enriches key data for a human-like understanding of information in any language.
Chatbots can be connected seamlessly to external communication channels like Messenger or Slack, as well as back-end systems. With training analytics, you can also understand how your users interact with your chatbots and improve their user experience based on collected data.
Original blog from SAP: Automate Your Enterprise IT Support With Intelligent RPA And Conversational AI Bots (2019)
IoT fundamentally changes the education equation
The Internet of Things (IoT) has the potential to transform education by profoundly altering how schools, colleges and universities gather data, interface with users and automate processes. IoT refers to the networking of physical objects through the use of embedded sensors, actuators and other devices that can collect and transmit information about real-time campus activity. When IoT is combined with technologies such as user mobility and data analytics, it brings a new paradigm in education. IoT enables institutions to:
• Create new ways for students to learn by supporting more personalised and dynamic learning experiences such as immersive digital textbooks and game-based learning.
• Change how teachers deliver lessons and test achievement with smart audio-visual equipment, digital video recorders for lecture capture, and online testing.
• Simplify operations for school administrators by proactively monitoring critical infrastructure and creating more efficient, cost-effective processes for HVAC, lighting and landscape management.
• Provide a safer environment for students and teachers with digital surveillance cameras, smart door locks and connected school buses.
IoT scenarios in education
IoT solutions promise to make schools and universities smarter as well as more successful at what they do. The IoT has the potential to redefine how students, teachers and administrators interact and connect to technology and devices in classroom environments, helping enhance learning experiences, improve educational outcomes and reduce costs. Examples of IoT solutions for education include:
• Smart whiteboards and other interactive digital media that can gather and analyse data for teachers and students for use in the classroom—or anywhere else, at any time—optimising instruction and improving learning outcomes.
• Solutions such as smart temperature sensors and smart heating, ventilation and air condition equipment that reduce energy consumption and automate operations management.
• Smart student ID cards, attendance-tracking devices, school bus tracking systems and parking sensors that monitor the physical whereabouts of students.
• Wireless door locks, connected surveillance cameras and facial recognition systems that provide security for teachers, students and staff.
• Research programs enhanced with more advanced and automated systems in major areas of study, such as medicine, agriculture and engineering.
Challenges of IoT deployment
The IoT brings unprecedented flows of data, presenting performance, operational and management challenges to the network infrastructure along with increased security risks from all end-points. To address these issues, network administrators at educational institutions need to adapt traditional network designs to provide new levels of network intelligence, automation and security. Schools and universities need a cost-effective network infrastructure that securely handles vast flows of data, but is also simple to manage and operate. The infrastructure must:
• Provide a simple, automated process for IoT device onboarding. Large IoT systems can contain thousands of devices or sensors, and manually provisioning and managing all of these endpoints is complex and error-prone. Automated onboarding enables the network infrastructure to dynamically recognise devices and assign them to the appropriate secured network.
• Supply the correct network resources for the IoT system to run properly and efficiently. Many devices in the IoT system deliver mission-critical information that requires a specific level of QoS. For example, some educational use cases require proper bandwidth reservations on a high-performance network infrastructure to ensure service delivery and reliability.
• Provide a secure environment against cyberattack and data loss. Because the many networked devices and sensors in the IoT lead to a corresponding abundance of potential attack vectors, security is critical for mitigating risks of cybercrime. Security is necessary at multiple levels, including containment of the IoT networks themselves.
Building a secure IoT network infrastructure
Amillan offers converged wired and wireless solutions to address networking challenges, management complexity and offer a consistent user experience. They comprise a rich set of secure services that enable employees and customers to use corporate or personal, wired or wireless devices on the enterprise network, while the enhancements also help simplify IT operations, improving security and protecting business investments.
As a skilled integrator, Amillan blends together ‘best of breed’ technologies and elements to bring you a cohesive, reliable and secure, high-performance network that supports your organisation’s operations.
Having the right network in place is a key part of any digital evolution strategy. We work in partnership with our customers to enable them to transform and embrace new ways of working. Let’s talk about what you want to achieve and work together to establish what you need to do.
Original article from Alcatel Lucent Enterprise: IoT for Education (2018)
Leading communications integrator, Amillan, has the pleasure to announce its membership of the Jisc Telephony Purchasing service, allowing Amillan to supply their high-quality communications solutions for Education establishments and research facilities across the UK.
After an in-depth selection process was carried out to assess Amillan’s suitability for the Telephony purchasing service, the company is now listed as a supplier on the Janet Network for telephony, enabling organisations to purchase equipment including handsets, mobiles, circuits and SIP trunks.
Patrick Daly, Operations Director, Amillan, said: “We are thrilled to have been placed on the Jisc Telephony Purchasing service as a supplier. This membership gives us the opportunity to provide our excellent standard of communications solutions to Education establishments, simply and effectively. We look forward to being able to service new and existing clients through the Janet Network for Telephony.”
The Telephony purchasing service from Jisc can be used by a variety of Education establishments, allowing them to save time and money when purchasing a range of telephony services with added reassurance of fast and reliable data transfer. Also, fully compliant with EU procurement rules, organisations can be rest assured that they are receiving the highest quality service at the best price.
With the upcoming ‘phase-out’ of traditional telephone connections, such as ISDN, by 2025, education establishments are presented with the chance to make way for VoIP solutions, to be able to cut costs by up to 70%. The Telephony Purchasing service allows Amillan to have a greater involvement of the digital transformation of so many organisations across the UK.
About Amillan
Amillan is a leading solutions integrator delivering unified communications, IP voice and data networking, contact centre, ICT infrastructure, robotic process automation and mobility solutions on-premise or in the cloud.
For more information, please visit, www.amillan.co.uk
Follow us on Twitter: @AmillanLtd
LinkedIn: https://www.linkedin.com/company/amillan/
About Jisc
Jisc is a not-for-profit company, whose role is to support post-16 and higher education, and research, by providing relevant and useful advice, digital resources and network and technology services, while researching and developing new technologies and ways of working.
To find out more about Jisc, visit: https://www.jisc.ac.uk/
Follow on Twitter: @Jisc
LinkedIn: https://www.linkedin.com/company/jisc/
Click here to find out more about how our solutions can bring your organisation into the digital age.
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