# LLMs.txt - Sitemap for AI content discovery

# Learn more:https://www.opustech.co.uk/ai-sitemap/

# Opus Tech

> Technology Providers - Communications, Connectivity, Contact Centres, IT

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## Pages

- [AI Sitemap (LLMs.txt)](https://www.opustech.co.uk/ai-sitemap/): What is LLMs. txt? LLMs. txt is a simple text-based sitemap for Large Language Models like ChatGPT, Perplexity, Claude, and...
- [8x8 vs Mitel](https://www.opustech.co.uk/8x8-vs-mitel/): Five9 vs Mitel Contact Centres. Who is the CCaaS leader and what features and functionality do Five9 and 8x8 excel in?
- [8x8 vs Five9](https://www.opustech.co.uk/8x8-vs-five9/): 8x8 vs Five9 contact centres offer a wide range of features and functionality but there are some key differences.
- [Five9 vs Mitel](https://www.opustech.co.uk/five9-vs-mitel/): Five9 vs Mitel Contact Centres. Who is the CCaaS leader and what features and functionality do Five9 and 8x8 excel in?
- [Five9 vs 8x8](https://www.opustech.co.uk/five9-vs-8x8/): Five9 vs 8x8 Contact Centres.Who is the leader in providing CCaaS? What does each platform excel in?
- [Logo](https://www.opustech.co.uk/logo/): %%excerpt%%
- [Carbon Reduction Services](https://www.opustech.co.uk/carbon-reduction-services/): Our carbon reduction consultants help you reduce emissions and optimise energy use with sustainable practices.
- [Sales Hub Login](https://www.opustech.co.uk/sales-hub-login/): %%excerpt%%
- [Sales Hub](https://www.opustech.co.uk/sales-hub/): %%excerpt%%
- [Update Billing Card](https://www.opustech.co.uk/register/update-billing-card/): 
- [Register](https://www.opustech.co.uk/register/): 
- [Welcome](https://www.opustech.co.uk/register/welcome/): Welcome! This is your success page where members are redirected after completing their registration.
- [Your Membership](https://www.opustech.co.uk/register/your-membership/): 
- [Edit Your Profile](https://www.opustech.co.uk/register/edit-your-profile/): 
- [Code of Practice](https://www.opustech.co.uk/code-of-practice/): Our Code of Practice outlines our commitment to providing high-quality communication services, customer care, billing, and support for our customers.
- [Microsoft 365 Backup](https://www.opustech.co.uk/cyber-security/microsoft-365-backup/): A dedicated cloud backup solution ensures that your Microsoft 365 is protected against accidental deletion or corruption.
- [Security Awareness Training](https://www.opustech.co.uk/cyber-security/security-awareness-training/): Security awareness training empowers your team with the knowledge and skills to identify and respond to cyber threats and mitigating risks.
- [Phishing Simulation Tools](https://www.opustech.co.uk/cyber-security/phishing-simulation-tools/): Implementing robust phishing simulation tools is an essential part of any security strategy to prepare employees to identify and respond to these threats effectively.
- [Advanced Email Security Solutions](https://www.opustech.co.uk/cyber-security/advanced-email-security-solutions/): Protect your business with advanced email security powered by Microsoft Defender and quickly stops threats in before they reach your inbox.
- [Incident Response Services](https://www.opustech.co.uk/cyber-security/incident-response-services/): Our Sophos Incident Response Services gives you expert assistance for swift recovery from cyber attacks.
- [Identity & Access Management](https://www.opustech.co.uk/cyber-security/identity-and-access-management/): Identity & Access Management (IAM) is a framework of policies and technologies that makes sure a business has full control of who can log in to where, what they can see and what they can do with that information.
- [Legacy Protect](https://www.opustech.co.uk/telecoms/legacy-protect/): SIP Trunks (Session Initiation Protocol) provides a solution to make and end connections for data and voice transfers via the internet.
- [CX Transformation](https://www.opustech.co.uk/contact-centre/cx-transformation/): CX transformation redefines the customer experience by enhancing interactions and adopting customer-centric strategies.
- [[Guide on page] Transforming CX in Financial Services](https://www.opustech.co.uk/guides/transforming-cx-in-financial-services-guide/): Using AI and technology improve CX in financial services. In this guide jointly produced by Opus and Five9, we explore some of the challenges facing financial services organisations and their ability to improve CX.
- [[Guide on page] Modernising Legal Organisations with Cloud Solutions](https://www.opustech.co.uk/guides/modernising-legal-organisations-with-cloud-solutions-guide/): We delve deeper into how you can use cloud solutions to migrate your legal organisation from on-premise systems to SaaS cloud based solutions.
- [[Guide on page] Harnessing AI in a contact centre to reduce overheads](https://www.opustech.co.uk/guides/using-ai-to-reduce-overheads-within-a-contact-centre-guide/): Using AI in a contact centre alongside other leading technologies can reduce operating overheads and deliver a better customer experience.
- [[Guide on page] Using AI to improve Customer Experience](https://www.opustech.co.uk/guides/combining-ai-to-deliver-better-cx-guide/): There are many benefits in using AI to improve customer experience in your contact centre. Our handy guide explores them all in more detail.
- [[Guide on page] Navigating Microsoft Licensing](https://www.opustech.co.uk/guides/microsoft-365-licensing-guide/): Inside our handy Microsoft Licensing guide we explore all the licensing types so you can decide which one is best for your business.
- [[Guide on page] Maximising Efficiency with Microsoft Copilot Features](https://www.opustech.co.uk/guides/maximising-efficiency-with-microsoft-copilot-guide/): Microsoft Copilot has a whole host of useful features to boost efficiency across your business. Here we explore the main features.
- [Guides](https://www.opustech.co.uk/guides/): View and download our comprehensive guides covering a variety of topics from AI Deployment to Microsoft 365 licensing and improving CX.
- [[Guide Download] Modernising Legal Organisations with Cloud Solutions](https://www.opustech.co.uk/modernising-legal-organisations-with-cloud-solutions-guide-download/): Discover how legal organisations can modernise operations with cloud solutions, boosting productivity, compliance and security. Download the guide for key migration steps and expert insights.
- [[Guide Download] Transforming CX in Financial Services Five9 Contact Centre Guide](https://www.opustech.co.uk/transforming-cx-in-financial-services-five9-contact-centre-guide-download/): Explore how Financial Services organisations can transform the customer experience with cloud-based solutions and AI tools. Download our guide for essential insights and strategies.
- [[Guide on page] AI Contact Centre Guide for Financial Services](https://www.opustech.co.uk/guides/ai-financial-services-contact-centre-guide/): Throughout this guide we introduce how to use AI in financial services contact centres to improve CX as well as performance efficiencies.
- [Managed IT Support](https://www.opustech.co.uk/it-services/managed-it-support/): Opus are an award winning managed IT support provider. Our range of IT managed services proactively support your entire IT infrastructure.
- [Contact Us - Broadband down](https://www.opustech.co.uk/make-contact/): Contact Opus today and speak to one of our expert team about your needs. We would love to discuss your requirements.
- [[Guide Download] AI Financial Services Contact Centre Guide](https://www.opustech.co.uk/ai-financial-services-contact-centre-guide-download/): Discover how AI-driven contact centres can transform customer experience in financial services. Download our guide for essential insights and strategies.
- [GP Surgeries](https://www.opustech.co.uk/sectors/gp-surgeries/): Opus is an approved supplier on the NHS Better Purchasing Framework, providing advanced cloud-based telephony solutions for GP practices.
- [[Guide Download] Navigating Microsoft 365 Guide](https://www.opustech.co.uk/microsoft-365-guide-download/): Our Microsoft 365 Guide navigates the different Microsoft 365 subscriptions and explains the features included with each plan. Protect your business with essential cybersecurity tools and maximise productivity with Copilot.
- [Infinity Caller Insights](https://www.opustech.co.uk/contact-centre/caller-insights/): Exclusive to Opus, Caller Insights a feature in collaboration with Infinity and Five9 which enables agents to view what the caller did prior to calling the contact centre.
- [Dark Web Monitoring Guide Download](https://www.opustech.co.uk/dark-web-monitoring-guide-download/): Safeguard your business from cyber threats with Opus' Dark Web Monitoring Service. Download our free comprehensive guide to learn about Dark Web risks and discover actionable steps to protect your business.
- [[Guide Download] Business Mobile Contract Guide](https://www.opustech.co.uk/business-mobile-contract-guide-download/): Download our guide to maximise your business mobile contract's efficiency and cost-effectiveness. Evaluate current services, identify improvements, and enhance communication.
- [Chat Test](https://www.opustech.co.uk/chat-test/): %%excerpt%%
- [Workato](https://www.opustech.co.uk/managed-print/workato/): Workato is an Integration Platform as a Service (IPaaS) tool that integrates with various applications and services. It can be used to automate and streamline processes related to print management.
- [DocuWare](https://www.opustech.co.uk/managed-print/docuware/): DocuWare is document management solution that, when integrated with print management services, can help businesses optimise their printing workflows, improve efficiency, and enhance document security and compliance.
- [M Files](https://www.opustech.co.uk/managed-print/m-files/): M-Files play a crucial role in streamlining print management processes, enhancing productivity, and improving the overall efficiency of your print operations.
- [Therefore](https://www.opustech.co.uk/managed-print/therefore-document-management/): Therefore document management is a comprehensive business solution for managing their documents efficiently, securely, and cost-effectively, ultimately leading to improved operations and better business outcomes.
- [PaperCut](https://www.opustech.co.uk/managed-print/papercut/): PaperCut provides businesses with the tools they need to gain better visibility and control over their print, leading to cost savings, improved efficiency, and enhanced security.
- [DocuSign](https://www.opustech.co.uk/managed-print/docusign/): DocuSign revolutionises the document management process. It enables users to effortlessly generate agreements, verify identities, review terms, send and sign agreements, automate workflows, and securely store and manage documents.
- [eSign Technology](https://www.opustech.co.uk/managed-print/esign-technology/): ESign is a digital method of signing documents, removing the need for traditional written signatures. It enables individuals and businesses to sign contracts, agreements, and other documents digitally, streamlining the process.
- [UniFLOW Online](https://www.opustech.co.uk/managed-print/uniflow-online/): uniFLOW Online is a cloud-based print and document management solution that enables businesses to manage their printing and scanning workflows on a single easy-to-use online platform.
- [Cellular IoT Connectivity](https://www.opustech.co.uk/iot/cellular-iot-connectivity/): Cellular IoT connectivity is the use of cellular (or mobile) networks to enable devices to communicate and transfer data.
- [eSIM Solutions](https://www.opustech.co.uk/iot/esim-solutions/): A business eSIM, or electronic SIM, replaces the traditional physical SIM card found in phones and tablets they eliminate the need for a removable SIM card.
- [IoT SIMs](https://www.opustech.co.uk/iot/iot-sims/): IoT SIM cards are made for IoT devices, different from those used in smartphones, as they are optimised for machine-to-machine (M2M) communication, tailored for IoT application needs.
- [IoT](https://www.opustech.co.uk/iot/): Our IoT solutions and specialist IoT consultancy enables businesses to proactively stay ahead of the curve and future-proof their operations with adaptable solutions that evolve to meet evolving needs.
- [5G Connectivity](https://www.opustech.co.uk/iot/5g-connectivity-for-businesses/): Opus provides 5G business mobile solutions for businesses available on EE, Vodafone and O2. 5G is the fifth generation of wireless technology, offering fast data speeds.
- [O2 Business Mobile Solutions](https://www.opustech.co.uk/mobile/o2-business-mobile-solutions/): Our O2 business mobile contracts provide reliable connectivity, tailored plans, and dedicated support to empower businesses with efficient communication solutions.
- [Business Mobile Contracts](https://www.opustech.co.uk/mobile/business-mobile-contracts/): Business mobile contracts offer numerous advantages tailored to specific business needs. Cost savings as well as efficient management are the primary benefits.
- [Teams Phone Mobile](https://www.opustech.co.uk/mobile/teams-phone-mobile-solutions/): Teams Phone Mobile is a feature-rich communication solution that integrates Microsoft Teams with mobile devices, enabling users to make and receive calls, access voicemail, and collaborate seamlessly while on the go.
- [Vodafone Business Mobile](https://www.opustech.co.uk/mobile/vodafone-business-mobile-solutions/): Vodafone business mobile solutions and calling and data plans provide a range of solutions from voice and data to device management & more.
- [Microsoft Intune](https://www.opustech.co.uk/mobile/microsoft-intune-endpoint-management/): Microsoft Intune provides mobile device management (MDM), mobile application management (MAM), and PC management.
- [Mobile Application Management](https://www.opustech.co.uk/mobile/mobile-application-management/): Mobile application management (MAM) is a security strategy that helps businesses manage and protect mobile apps used by their employees.
- [Microsoft Defender](https://www.opustech.co.uk/microsoft-solutions/microsoft-defender-consultancy/): Microsoft Defender for Business provides a range of protection from cyber threats, including malware, viruses, ransomware, and other malicious software. Opus provide specialist Defender consultancy services.
- [Microsoft Sharepoint](https://www.opustech.co.uk/microsoft-solutions/microsoft-sharepoint-consultancy/): Our Microsoft SharePoint consultants provides expert guidance and support in implementing, optimising, and managing SharePoint deployments.
- [Disaster Recovery Plans](https://www.opustech.co.uk/cyber-security/disaster-recovery-planning/): Our IT disaster recovery plans (DRP) outline detailed procedures and strategies to respond to unplanned incidents or cyber attacks.
- [Business Continuity Planning](https://www.opustech.co.uk/cyber-security/business-continuity-plans/): Our Business Continuity Planning services outlining procedures and processes to sustain critical business operations.
- [Extended Detection and Response (XDR)](https://www.opustech.co.uk/cyber-security/extended-detection-and-response/): Extended Detection and Response (XDR) services detect, investigate and respond to cyber threats across endpoints, networks, and the cloud.
- [Managed Detection & Response](https://www.opustech.co.uk/cyber-security/managed-detection-and-response/): Managed detection and response services (MDR) provide proactive monitoring, detection and response to threats in real-time.
- [Endpoint Detection & Response](https://www.opustech.co.uk/cyber-security/endpoint-detection-and-response/): We provide a wide range of endpoint detection and response solutions (EDR) to continually monitor an endpoint and protect your business.
- [Infinity Call Tracking](https://www.opustech.co.uk/telecoms/infinity-call-tracking/): The Infinity call tracking platform links the customer journey directly to phone calls, providing valuable insights to ensure your marketing budget is invested wisely on the channels that deliver for you.
- [VOIP](https://www.opustech.co.uk/telecoms/voip-telephony/): VoIP telephony (Voice over Internet Protocol) also known as cloud or hosted telephony is a communication service that uses the Internet rather than a landline.
- [SD-WAN](https://www.opustech.co.uk/telecoms/sd-wan/): SD-WAN solutions utilise the principles of software-defined networking (SDN) to manage and enhance the performance of wide-area networks (WANs).
- [SASE](https://www.opustech.co.uk/telecoms/sase/): Secure Access Service Edge (SASE) is a cloud service that integrates SD-WAN with security features such as SWG, CASB, FWaaS, and ZTNA.
- [MPLS](https://www.opustech.co.uk/telecoms/mpls/): Multiprotocol Label Switching (MPLS) is a networking technology that directs data packets efficiently along predefined routes through a network, enhancing performance and traffic management.
- [Managed IT Infrastructure](https://www.opustech.co.uk/it-services/managed-it-infrastructure/): Our managed it infrastructure services include systems management, network management and storage management.
- [IT Security Consultancy](https://www.opustech.co.uk/cyber-security/it-security-consultancy/): Market leading IT Security Consultants specialising in cloud migration, networking, business continuity and disaster recovery.
- [Call Recording Solutions](https://www.opustech.co.uk/telecoms/call-recording/): We provide a wide range of business call recording solutions to help businesses deliver outstanding customer service, compliance, and operational excellence.
- [[Guide Download] Enhance CX and Reduce Overheads with AI Contact Centre Guide](https://www.opustech.co.uk/enhance-cx-and-reduce-overheads-with-ai-contact-centre-guide-download/): Discover AI technology that enhances your CX and streamlines operations in your contact centre. Download our comprehensive guide featuring recommended technologies.
- [[Guide Download] AI and Innovative Technology in your Contact Centre Guide](https://www.opustech.co.uk/ai-and-innovative-technology-guide-download/): Unlock the potential of next-level CX with our guide to leveraging AI and innovative technology. Learn how AI adoption transforms your contact centre, including pre and post-adoption insights, and discover seven actionable AI features for immediate implementation.
- [Microsoft Solutions](https://www.opustech.co.uk/microsoft-solutions/): Discover Microsoft's business solutions, including productivity tools and cloud services, to streamline operations and enhance efficiency.
- [[Guide Download] CX Discovery Guide](https://www.opustech.co.uk/cx-discovery-guide-download/): Our CX Discovery Guide covers why you need to prioritise customer experience and how our free 4-stage framework structures your journey towards CX excellence.
- [Reporting Analytics](https://www.opustech.co.uk/contact-centre/reporting-analytics/): Contact Centre reporting analytics enable managers to analyse key metrics and insight, which helps optimise agent productivity, enhance CX and drive operational efficiency.
- [Voice Automation](https://www.opustech.co.uk/contact-centre/voice-automation-solutions/): Automated voice tools for contact centre use automated systems and technology to handle incoming and outgoing phone calls within the contact centre.
- [AI Chatbots](https://www.opustech.co.uk/contact-centre/ai-chatbots/): AI Chatbots for customer service act as virtual assistants that automatically handle a variety of customer enquiries that come into the contact centre.
- [Engagement Workflow Automation](https://www.opustech.co.uk/contact-centre/engagement-workflow-automation/): Engagement workflow automation leverages advanced software tools, artificial intelligence (AI), and workflow management systems to automate repetitive tasks.
- [Workforce Optimisation](https://www.opustech.co.uk/contact-centre/workforce-optimisation/): Workforce optimisation uses integrated processes, tools and data to enhance the performance of the agents within the call centre.
- [Workforce Management](https://www.opustech.co.uk/contact-centre/workforce-management-solutions/): Optimised Workforce Management (WFM), is about getting the right people in the right place at the right time, streamlining operations, and achieving peak performance.
- [Voice of the Employee](https://www.opustech.co.uk/contact-centre/voice-of-the-employee/): Voice of the Employee solutions for contact centres helps managers gain deeper insights into their teams through feedback and data analysis
- [Voice of the Customer](https://www.opustech.co.uk/contact-centre/voice-of-the-customer-solutions/): Voice of the Customer (VoC) tools for call and contact centres collect data from customer feedback, opinions and preferences gathered during their interactions with your business.
- [Quality Management](https://www.opustech.co.uk/contact-centre/quality-management/): Call Centre quality management solutions help to deliver high-quality customer service whilst maintaining regulatory requirements.
- [Performance Management](https://www.opustech.co.uk/contact-centre/performance-management/): Contact centre performance management tools help your to calculate, track and improve the performance of your contact centre team.
- [Knowledge Base Software](https://www.opustech.co.uk/contact-centre/knowledge-base-software/): Our AI-powered knowledge management software solutions (KMS) streamline operations, ensuring contact centre agents can access relevant information quickly and efficiently.
- [Interaction Analytics](https://www.opustech.co.uk/contact-centre/interaction-analytics/): Customer interaction analytics analyses various forms of customer interactions coming into the contact centre, such as phone calls, emails, chats, and social media interactions.
- [CX Discovery](https://www.opustech.co.uk/contact-centre/cx-discovery/): CX Discovery is a strategic initiative designed to significantly improve customer experience (CX) within the rapidly evolving contact centre landscape
- [Customer Journey Analytics](https://www.opustech.co.uk/contact-centre/customer-journey-analytics/): Customer journey analytics enable you to understand the interactions your customers have with you across different touchpoints throughout their entire journey, from initial awareness to post-purchase support and beyond.
- [Conversational AI](https://www.opustech.co.uk/contact-centre/conversational-ai/): Conversational AI for contact centre uses a combination of artificial intelligence and natural language processing.
- [Conversational Analytics](https://www.opustech.co.uk/contact-centre/conversational-analytics/): Contact centre conversation analytics analyse customer interactions, such as phone calls, chats, emails, and social media messages, extracting valuable insights to better understand customer behaviour and preferences.
- [Cloud Migration](https://www.opustech.co.uk/contact-centre/cloud-migration/): Many business migrate their contact centre to the cloud to gain unparalleled flexibility, accessibility, coupled with cost-efficiencies.
- [Agent Assist](https://www.opustech.co.uk/contact-centre/agent-assist/): Agent Assist AI tools equips contact centre agents with a realtime contact centre AI copilot, driving greater focus, productivity, and engagement than ever before.
- [GDPR Opt Out Form](https://www.opustech.co.uk/gdpr-opt-out-form/): Here you will find the GDPR opt out form.
- [Mobile Security](https://www.opustech.co.uk/mobile/mobile-security-solutions/): Our Business mobile security solutions safeguard business data, provide secure mobile access to business documents and keep mobile devices safe from threats.
- [Copilot Readiness Assessment](https://www.opustech.co.uk/copilot-readiness-assessment/): Book your free Copilot readiness assessment.
- [[Guide Download] Copilot Guide](https://www.opustech.co.uk/microsoft-copilot-guide/): Our Microsoft Copilot 365 Guide includes all the Copilot features and example use cases plus Copilot licensing information. Getting you up to speed and demonstrating the benefits.
- [Our Mission & Vision](https://www.opustech.co.uk/about-us/our-mission-and-vision/): Opus has a clear purpose. Here are our mission, vision and brand promise. Our north star that guides us.
- [8x8 - Knowledge Base](https://www.opustech.co.uk/knowledge-base/8x8/): A comprehensive set of useful how-to videos on all the 8x8 Telephony solutions we provide. Videos are designed for end users and admins.
- [Gamma - Knowledge Base](https://www.opustech.co.uk/knowledge-base/gamma/): A comprehensive set of useful how-to videos on all the Gamma Telephony solutions we provide. Videos are designed for end users and admins
- [Knowledge Hub](https://www.opustech.co.uk/knowledge-hub/): %%excerpt%%
- [Knowledge Base](https://www.opustech.co.uk/knowledge-base/): %%excerpt%%
- [Dark Web Monitoring](https://www.opustech.co.uk/it-services/dark-web-monitoring/): Dark Web Monitoring scans areas on the dark web where business information is available for sale by cyber criminals.
- [IT Support London](https://www.opustech.co.uk/it-services/it-support-in-london/): Opus are the leading provider of IT support in London. Centrally based in the heart of London in Cannon Street. Large ITIL Service Desk.
- [Our Public Sector Team](https://www.opustech.co.uk/sectors/public-sector-team/): Here is some more information about our dedicated public sector team.
- [Public Sector Frameworks](https://www.opustech.co.uk/sectors/public-sector-frameworks/): Here are all the Public Sector Frameworks Opus are on and more detail about what they involve.
- [Social Value Policy](https://www.opustech.co.uk/social-value-policy/): Working together with our industry leading partners, our purpose is to enable businesses to succeed and thrive.
- [IT Consultancy](https://www.opustech.co.uk/it-services/it-consultancy/): Opus specialise in delivering IT consultancy and technology solutions designed to fully optimise your IT estate.
- [Cirrus](https://www.opustech.co.uk/partners/cirrus/): Opus Technology are a No 1 Cirrus partner in the UK. We are an accredited Cirrus contact centre solution (CCaaS) provider.
- [ISDN Switch Off Guide](https://www.opustech.co.uk/isdn-switch-off-guide/): View our useful guide to the ISDN Switch Off which explains what is happening, when it's taking place and how it will affect businsses.
- [Omnichannel Contact Centre](https://www.opustech.co.uk/contact-centre/omnichannel-contact-centre-solutions/): Market leading omnichannel contact centre solutions. We are accredited partners with Five9, 8x8, Cirrus and Gamma.
- [Five 9](https://www.opustech.co.uk/partners/five-9/): Opus Technology are a leading Five9 partner in the UK. We are an accredited Five9 contact centre solution (CCaaS) provider.
- [Application Contact us - Thank you](https://www.opustech.co.uk/speculative-application/application-contact-us-thank-you/): %%excerpt%%
- [Microsoft Teams Call Recording](https://www.opustech.co.uk/microsoft-solutions/microsoft-teams-call-recording/): Our Microsoft Teams Call Recording solution provides compliant Teams call recording and retrieval capabilities with flexible storage options.
- [Microsoft Azure](https://www.opustech.co.uk/microsoft-solutions/microsoft-azure/): Opus provide a wide range of Azure services. Microsoft Azure is Microsoft's public cloud computing platform that encompasses PaaS, SaaS, and IaaS solutions.
- [Microsoft 365](https://www.opustech.co.uk/microsoft-solutions/microsoft-365/): Microsoft 365 for Business solutions are designed to empower your business to deliver more. Get in touch to see how we can reduce your subscription costs.
- [Microsoft Teams](https://www.opustech.co.uk/microsoft-solutions/microsoft-teams/): Microsoft Teams Business and Enterprise Licensing solutions. Collaborate more effectively across your business.
- [Feedback Procedure](https://www.opustech.co.uk/customer-support/feedback-procedure/): %%excerpt%%
- [Living Wage](https://www.opustech.co.uk/living-wage/): By paying the real Living Wage, Opus is voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on.
- [Disability Confident](https://www.opustech.co.uk/disability-confident/): Opus is Disability Confident Committed. We were awarded this status in May 2021, and our accreditation runs until May 2024.
- [Remote Working Solutions](https://www.opustech.co.uk/it-services/remote-working-solutions/): Opus Technology provide a wide range of market leading remote working solutions to help your business adapt to a remote environment.
- [Intelligent Virtual Assistants](https://www.opustech.co.uk/contact-centre/intelligent-virtual-assistants/): Intelligent virtual agent solutions help deliver an exceptional customer experience at a fraction of the cost of employing live agents.
- [Call Recording Software](https://www.opustech.co.uk/telecoms/call-recording-software/): We offer a range call recording software systems to provide tailored solutions that will fit the profile of how your business operates.
- [Cloud Telephony](https://www.opustech.co.uk/telecoms/cloud-telephony/): Cloud-based telephony cloud telephony or hosted VoIP delivers voice communication and other telephony services over the internet.
- [Hosted Telephony](https://www.opustech.co.uk/telecoms/hosted-telephony/): The Horizon Hosted service is a complete hosted telephony solution for your business that provides an extensive range of capabilities.
- [Business Phone Systems](https://www.opustech.co.uk/telecoms/business-phone-systems/): At Opus we know that effective communications and reliable business phone systems are key to the success of any organisation.
- [Mobile](https://www.opustech.co.uk/mobile/): Opus provides a wide range of flexible business mobile phone solutions powered by the UK’s top three mobile networks; o2, Vodafone and EE.
- [Software Assurance](https://www.opustech.co.uk/partners/mitel/software-assurance/): Mitel Software Assurance and Support is a software support package that protects your Mitel communications investment.
- [MiVoice 250](https://www.opustech.co.uk/partners/mitel/mivoice-250/): The Mitel MiVoice 250 has the power to transform your small to mid-size business with advanced Unified Communications applications
- [Business Telephony Solutions](https://www.opustech.co.uk/telecoms/business-telephony-solutions/): We provide a range of business telephony solutions to take your business to the next level. Certified 8x8, Gamma, Mitel & Five 9 partner.
- [Teams Integration](https://www.opustech.co.uk/partners/mitel/teams-integration/): %%excerpt%%
- [MiVoice Business](https://www.opustech.co.uk/partners/mitel/mivoice-business/): Mitel MiVoice Business is the enterprise communications solution of choice for organisations of up to 65,000 users.
- [Mitel MiTeam Meetings](https://www.opustech.co.uk/partners/mitel/mitel-miteam-meetings/): Mitel MiTeam Meetings is a multi-party video solution designed for those who want to work more efficiently and enhance communications
- [Gamma Horizon Collaborate](https://www.opustech.co.uk/partners/gamma-horizon-collaborate/): Gamma Horizon Collaborate from Opus offers instant messaging, presence, voice, video, desktop and application sharing.
- [Mitel MiTeam](https://www.opustech.co.uk/partners/mitel/mitel-miteam/): %%excerpt%%
- [MiContact Centre](https://www.opustech.co.uk/partners/mitel/micontact-centre/): Mitel MiContact Centre is a portfolio of applications designed to maximise the efficiency of all contact centres.
- [MiCollab](https://www.opustech.co.uk/partners/mitel/micollab/): Part of our Mitel portfolio, our Mitel MiCollab solution combines collaboration, mobility and messaging into a single solution.
- [8x8 X Series](https://www.opustech.co.uk/partners/8x8-x-series/): %%excerpt%%
- [8x8 Contact Centre Solutions](https://www.opustech.co.uk/contact-centre/contact-centre-solutions/8x8-contact-centres/): Our 8×8 Contact Centre solution makes it easy for your agents to deliver more rewarding experiences with every customer contact.
- [8x8 Video Conferencing](https://www.opustech.co.uk/partners/8x8-video-conferencing/): Take your video conferencing to the next level by adding voice and chat capabilities in one unified Cloud platform using 8×8 Video Meetings
- [Technical Support](https://www.opustech.co.uk/customer-support/technical-support/): We provide a professional and highly experienced technical support service, by measuring the time it takes to reach a resolution
- [System Maintenance](https://www.opustech.co.uk/customer-support/system-maintenance/): Business telecoms are vital in all businesses. Office Phone Systems and telephone system maintenance are compulsive in business telecoms.
- [Mitel](https://www.opustech.co.uk/partners/mitel/): A Mitel Service Provider, is an accredited partner set up to deliver the design, execution and support of Mitel’s communications software
- [Project Management Services](https://www.opustech.co.uk/customer-support/project-management/): Our project management services methodology is based upon best practices input from our service organisation and that of its suppliers.
- [Speech Analytics](https://www.opustech.co.uk/contact-centre/speech-analytics/): Speech analytics automates the process of listening to interactions or phone calls between your customers and your agents.
- [PCI Compliant](https://www.opustech.co.uk/contact-centre/pci-compliant/): Our contact centres offer a wide range of PCI Compliant credit card payment solutions to keep your customers and agents safe
- [Outbound](https://www.opustech.co.uk/contact-centre/outbound/): Achieve the most from your outbound contact centre resources with our range of intelligent proactive dialler solutions
- [Microsoft Teams Contact Centre](https://www.opustech.co.uk/contact-centre/microsoft-teams/): If you are looking for a Microsoft Teams Contact Centre Solution for your business, we have the answer for you here at Opus.
- [Inbound](https://www.opustech.co.uk/contact-centre/inbound/): Having the right inbound contact centre software can make a huge impact on the way your business is perceived.
- [Call Recording](https://www.opustech.co.uk/contact-centre/call-recording/): Call recording is an essential tool for any contact centre. It is vital for supporting agent training and improving customer service
- [SME](https://www.opustech.co.uk/sectors/sme/): Communication and collaboration are the lifeblood in any business and ensuring you have the right SME technology tools in place is critical.
- [Non Profits](https://www.opustech.co.uk/sectors/public-sector/non-profits/): The vision for Charities and Non-Profit organisations is to reduce costs, drive value, enhance productivity and support volunteers and donors.
- [Local Government](https://www.opustech.co.uk/sectors/public-sector/local-government/): Helping local Government reduce operational costs. Opus specialises in providing communication solutions for Local Government organisations.
- [Housing Association](https://www.opustech.co.uk/sectors/public-sector/housing-association/): Specialists in designing and implementing communication solutions for businesses within the housing sector and housing associations
- [Healthcare](https://www.opustech.co.uk/sectors/public-sector/healthcare/): Opus provides unified communication solutions that improve patient care, lower costs and free up the time of healthcare professionals.
- [Education](https://www.opustech.co.uk/sectors/public-sector/education/): Opus Technology are able to deliver tailored and effective communication solutions to all levels of the education sector
- [Cirrus CCaaS contact centre](https://www.opustech.co.uk/contact-centre/contact-centre-as-a-service/): The Cirrus contact centre solution as cloud based and enables you to deliver and manage a seamless customer experience.
- [Central Government](https://www.opustech.co.uk/sectors/public-sector/central-government/): Opus helps central government organisations balance reducing budgets with increasing service demands across teams.
- [Blue Light](https://www.opustech.co.uk/sectors/public-sector/blue-light/): Opus helps Blue Light and Justice sector organisations balance reducing budgets with increasing service demands.
- [Public Sector](https://www.opustech.co.uk/sectors/public-sector/): Opus are the chosen partner for public sector telecoms and communication solutions. We are on all the relevant frameworks.
- [Artificial Intelligence](https://www.opustech.co.uk/contact-centre/contact-centre-solutions/artificial-intelligence/): Contact Centre AI makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks.
- [About us](https://www.opustech.co.uk/about-us/): %%excerpt%%
- [Awards and Certifications](https://www.opustech.co.uk/awards-and-accreditations/): Opus have won several industry awards over many years. Opus are highly regarded within the telco, IT and Mobile industry.
- [Retail](https://www.opustech.co.uk/sectors/retail/): Fully featured, application rich communication solutions that ensures retail staff can focus on the needs of the customers.
- [Professional Services](https://www.opustech.co.uk/sectors/professional-services/): Opus are specialists in delivering IT support and communication solutions for professional service organisations.
- [Legal](https://www.opustech.co.uk/sectors/legal/): Fast and efficient communication is essential in the legal sector as you have customers who are dependent on receiving correct information
- [Hospitality](https://www.opustech.co.uk/sectors/hospitality/): We provide flexible, scalable and secure communications, optimised to meet the needs of the hospitality industry.
- [Financial Services](https://www.opustech.co.uk/sectors/financial-services/): Opus have extensive knowledge and expertise across the finance sector​ to help with a multitude of communications issues.
- [Private Sector](https://www.opustech.co.uk/sectors/private-sector/): Opus provides IT and communication solutions for all Private Sector organisations. We provide ethical and honest advice.
- [Sectors](https://www.opustech.co.uk/sectors/): Opus supports a wide range of public and private sector organisations from local government, housing and hospitals to travel and hospitality
- [Cloud Centre Specialists](https://www.opustech.co.uk/contact-centre/contact-centre-solutions/cloud-centre-specialists/): %%excerpt%%
- [Cloud Contact Centres](https://www.opustech.co.uk/contact-centre/cloud-contact-centres/): Horizon Cloud Based Contact Centres are an integrated business communication and customer contact solutions
- [Terms and Conditions](https://www.opustech.co.uk/terms-and-conditions/): %%excerpt%%
- [Terms of Use](https://www.opustech.co.uk/terms-of-use/): If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use
- [Cookie Policy](https://www.opustech.co.uk/cookie-policy/): We may use both “session” cookies and “persistent” cookies on the website. We use the session cookies to track whilst you navigate the website
- [Privacy Policy](https://www.opustech.co.uk/privacy-policy/): Opus takes your privacy very seriously and Opus will comply with the obligations imposed on us by the applicable Data Protection Legislation.
- [Contract Tariff Information](https://www.opustech.co.uk/customer-support/contract-tariff-information/): %%excerpt%%
- [Escalation Process](https://www.opustech.co.uk/customer-support/escalation-process/): If for any reason you cannot contact the Opus representative dealing with your issue please follow the escalation process below.
- [Modern Slavery Statement](https://www.opustech.co.uk/customer-support/modern-slavery-act-statement/): Opus is an SME involved in the supply, configuration and support of telecommunications solutions to the Public and Private Sector.
- [Carbon Reduction Plan](https://www.opustech.co.uk/carbon-reduction-plan/): %%excerpt%%
- [Environmental Policy](https://www.opustech.co.uk/environmental-policy/): %%excerpt%%
- [Mobile Services](https://www.opustech.co.uk/mobile/mobile-services/): Opus Technology provides business mobile services underpinned with first class service levels to help your business thrive.
- [Microsoft Teams Business Voice](https://www.opustech.co.uk/telecoms/microsoft-teams-business-voice/): Microsoft Teams Phone formerly Microsoft Teams Business Voice is more than a cloud phone system. Experience smart communication and seamless collaboration with the calling solution native to Microsoft Teams.
- [Unified Communications](https://www.opustech.co.uk/telecoms/unified-communications/): Opus provide unified communications solutions from industry leading manufacturers such as Mitel, Gamma Five9, 8×8 and Microsoft Teams.
- [Backup Solutions](https://www.opustech.co.uk/cyber-security/backup-solutions/): Backup solutions are the last defence against data loss, providing a way to restore original data and a history of an intruder’s activities.
- [Vulnerability Management](https://www.opustech.co.uk/cyber-security/vulnerability-management/): Vulnerability management is the process of identifying, evaluating, treating, and reporting on security vulnerabilities in systems.
- [Zero Trust Security](https://www.opustech.co.uk/cyber-security/zero-trust-security/): We provide a range of zero trust security solutions. We offer consultancy, training, management and ongoing support
- [Application Security](https://www.opustech.co.uk/cyber-security/application-and-security-management/): We offer many different types of application security including authentication, authorisation, encryption, logging, and security testing.
- [Endpoint Security](https://www.opustech.co.uk/cyber-security/endpoint-security/): Today’s endpoint security systems are designed to quickly detect, analyse, block, and contain attacks in progress.
- [Contact us - Thank you](https://www.opustech.co.uk/contact-us/contact-us-thank-you/): %%excerpt%%
- [Toshiba Office Printers](https://www.opustech.co.uk/managed-print/toshiba-office-printers/): Opus stock a wide range of Toshiba office printers - Toshiba e-STUDIO copiers, printers, fax machines and scanners.
- [Canon Office Printers](https://www.opustech.co.uk/managed-print/canon-office-printers/): Opus stock a wide range of Canon office printers - Canon imageRunner Advance, imageRunner and iSensys ranges
- [Office Printer Solutions](https://www.opustech.co.uk/managed-print/office-printer-solutions/): Whatever your office printer solutions needs, we have a fast, flexible multifunction solution for you backed by personalised support.
- [Office Printer Software](https://www.opustech.co.uk/managed-print/office-printer-software/): Opus offers a range of office printer software solutions that enable mobile printing, device management and intelligent document processes.
- [Document Management Solutions](https://www.opustech.co.uk/managed-print/document-management-solutions/): Document management solutions have opened up enormous possibilities by providing access from anywhere, anytime and on any device.
- [Converged WAN](https://www.opustech.co.uk/telecoms/leased-lines/converged-wan/): Future proof your connectivity with converged WAN services from Opus, Converged Wide Area Network specialists.
- [Non Geographic Numbers](https://www.opustech.co.uk/telecoms/non-geographic-numbers/): Our non geographic virtual numbering and inbound services are packed with features to help you manage incoming calls
- [Sip Trunking and Call Management](https://www.opustech.co.uk/telecoms/sip-trunking-and-call-management/): SIP Trunk Call Manager offers powerful business continuity as standard, giving you the ability to manage your entire number estate.
- [International Sip Trunks](https://www.opustech.co.uk/telecoms/international-sip-trunks/): We work with global organisations to rationalise their voice networks using international SIP Trunks to centralise everything.
- [Multi Network Sims](https://www.opustech.co.uk/mobile/multi-network-sim-cards/): Maximise your mobile coverage anywhere with multi network sim cards and multi network phone contracts connecting you the best 4G/5G networks.
- [EE Business Mobile Services](https://www.opustech.co.uk/mobile/ee-business-mobile-services/): Our range of EE business mobile services deliver reliable, fast and top-quality service across the UK. Opus are one of only seven direct EE partners.
- [Our Values](https://www.opustech.co.uk/about-us/our-values/): Our Company Values - Our values are part of our DNA. They guide the way we work with our customers, business partners and with each other.
- [Our Team](https://www.opustech.co.uk/about-us/our-team/): Find out more about the team at Opus. Here are our Board of Directors and Operational Board who lead Opus.
- [Careers](https://www.opustech.co.uk/about-us/careers/): Careers at Opus - We’re proud of the people that work for us. We strive to work hard, never give up and aim high.
- [Resources](https://www.opustech.co.uk/resources/): The latest Opus Resources - If you are looking for more information about specific technologies or solutions, you’ve come to the right place.
- [Feefo Client Reviews](https://www.opustech.co.uk/feefo-client-reviews/): Read the latest Opus Reviews from Feefo - We are the Gold Trusted Service provider for our customer service levels
- [Managed Print](https://www.opustech.co.uk/managed-print/): Our managed print solutions manage all aspects of business printing. Opus are accredited Canon and Toshiba partners.
- [Edge Security and Wifi](https://www.opustech.co.uk/cyber-security/edge-security-and-wifi/): Network security is one of the most important aspects to consider when working over the internet no matter how small or big your business is.
- [SIP Trunks](https://www.opustech.co.uk/telecoms/sip-trunks/): SIP Trunks (Session Initiation Protocol) provides a solution to make and end connections for data and voice transfers via the internet.
- [MPLS, SD-WAN & SASE](https://www.opustech.co.uk/telecoms/leased-lines/mpls-sd-wan-and-sase/): Aside from MPLS, Opus also provides SD-WAN and SASE connectivity solutions for all types of organisations.
- [Internet Solutions](https://www.opustech.co.uk/telecoms/internet-solutions/): Whatever your broadband requirements may be, we provide a wide range of business internet solutions from fibre to leased lines and 5G
- [Cyber Essentials](https://www.opustech.co.uk/cyber-security/cyber-essentials/): Cyber Essentials Plus is the top level certification from the Cyber Essentials scheme. It is a more rigorous test of your cyber security.
- [Cyber Security Consultancy](https://www.opustech.co.uk/cyber-security/): Fully tailored cyber security consultancy services designed to protect, respond and ensure your business can recover from cyber attacks.
- [Managed Cloud](https://www.opustech.co.uk/it-services/managed-cloud/): Opus provide a wide range of managed cloud services include cloud migration, configuration, optimisation, security, and maintenance to enhance your IT operations.
- [Gamma Solutions](https://www.opustech.co.uk/partners/gamma-solutions/): As one of the UK's few Gamma Platinum Partners, Opus provide a range of unified communication solutions, phone systems, Microsoft direct routing and much more.
- [Mitel Partner](https://www.opustech.co.uk/partners/mitel-solutions/): Opus Technology are the largest Mitel Partner and reseller in the UK. A Mitel platinum partner with experience across the Mitel portfolio.
- [8x8 Partner](https://www.opustech.co.uk/partners/8x8/): We are the UK's number 1 8x8 partner. A trusted reseller providing the full portfolio of 8x8 business communication solutions.
- [Mobile Voice Recording](https://www.opustech.co.uk/mobile/mobile-voice-recording/): Business Mobile Voice Recording (MVR) is a highly secure way of recording both mobile calls and SMS messages within your business.
- [Mobile Device Management](https://www.opustech.co.uk/mobile/mobile-device-management/): Mobile device management (MDM) is a security solution that enables businesses to manage and secure employee's mobile devices.
- [Partners](https://www.opustech.co.uk/partners/): Opus only partner with the best vendors in the industry - We partner at the highest levels with a select number of service providers.
- [Customer Support](https://www.opustech.co.uk/customer-support/): Welcome to your Opus Customer Support page – how can we help you? Here are the ways our existing customers can get in touch with us.
- [Document Management](https://www.opustech.co.uk/document/): Document management touches every part of a business – from design and technical drawings, to marketing, sales, shipping and invoicing.
- [Leased Lines](https://www.opustech.co.uk/telecoms/leased-lines/): Dedicated business leased lines also known as Dedicated Internet Access (DIA) is a high-speed and secure internet connection designed for businesses of all sizes.
- [Contact Centre Solutions](https://www.opustech.co.uk/contact-centre/contact-centre-solutions/): Opus Tech are specialists in delivering omni-channel contact centre solutions. We are platinum partners with Mitel, Cirrus and Five 9.
- [Contact Centre](https://www.opustech.co.uk/contact-centre/): Opus are specialists in delivering complicated contact centre solutions to transform the CX levels across your business.
- [IT Services](https://www.opustech.co.uk/it-services/): Market leading business transformation solutions, our Together range, Opus Transform offers end-to-end outsourced IT support services.
- [Private Unified Comms Solutions](https://www.opustech.co.uk/telecoms/private-unified-comms-solutions/): We provide a range of secure private unified communications solutions to help increase productivity and enable you to operate more efficiently
- [Telecoms](https://www.opustech.co.uk/telecoms/): Opus provide a wide range of reliable business telecoms including business VoIP, SIP trunks, business fibre broadband.
- [Why Opus](https://www.opustech.co.uk/why-opus/): At Opus we have our aim and customer promises; To be the most successful independent technology partner in the UK.
- [IT Outsourcing](https://www.opustech.co.uk/it-services/it-outsourcing/): Opus are a market leader who provide fully outsourced IT support services including 24/7, out of hours or extended hours support.
- [Current Clients](https://www.opustech.co.uk/current-clients/): %%excerpt%%
- [Blog](https://www.opustech.co.uk/blog/): The Opus Blog - Stay up to date with the latest industry news, insights and thought leadership pieces from our team.
- [Contact Us](https://www.opustech.co.uk/contact-us/): Contact Opus today and speak to one of our expert team about your needs. We would love to discuss your requirements.
- [Home Page](https://www.opustech.co.uk/): Opus Technology deliver best of breed telephony, contact centre, managed IT, business mobile & digital technology solutions.

## Posts

- [Opus is the only MSP to be awarded the Service Mark Distinction grade from the Institute of Customer Service](https://www.opustech.co.uk/blog/opus-awarded-service-mark-distinction-grade-from-ics/): Opus are the only Managed Service Provider in the UK to receive the Service Mark Distinction Grade from the Institute of Customer Service.
- [Opus awarded EMEA Partner of the Year and Partner Marketing Excellence at Five9 Global Partner Awards](https://www.opustech.co.uk/blog/opus-awarded-two-five9-global-partner-awards-2025/): Opus were crowned as double winners at the 2025, Five9 partner awards held at the Sheraton San Diego. Winning both EMEA Partner of the Year and Marketing Excellence.
- [A Guide to the Microsoft Price Increase and License Renewals 2025](https://www.opustech.co.uk/blog/your-guide-to-the-microsoft-licensing-price-increase-2025/): In April 2025 many businesses in the UK will have their Microsoft licenses coming up for renewal. Here is how you can save from the Microsoft price increase in 2025.
- [Opus & Polar Bears International - Press Release](https://www.opustech.co.uk/blog/opus-pbi-pr/): Opus Technology’s partnership with Polar Bears International. The Opus fellowship update and visit from the charity Release Date: 6th February...
- [Opus funds a 3 year sponsorship deal with Polar Bears International](https://www.opustech.co.uk/blog/opus-funds-3-year-deal-with-polar-bears-international/): Opus technology is proud to announce their support of and new funding for Polar Bears International (PBI).
- [How to boost contact centre efficiency in FinServ organisations using Agent Assist](https://www.opustech.co.uk/blog/the-secret-to-contact-centre-efficiency-for-financial-services-agent-assist/): Discover how Agent Assist boosts contact centre efficiency with AI-driven prompts, real-time support, and seamless upsell opportunities.
- [What insight can FinServ companies get from Speech Analytics?](https://www.opustech.co.uk/blog/what-insight-can-finance-companies-get-from-speech-analytics/): Discover how finance companies are transforming customer interactions with AI-driven speech analytics insights.
- [Vivid Vision Event 2024 - One Year On](https://www.opustech.co.uk/blog/vivid-vision-2024/): We came together as a business to reflect on our vision and explore the past years activity and clarify what's in store for each department.
- [The benefits of automating ID&V In FinServ businesses](https://www.opustech.co.uk/blog/the-benefits-of-automating-idandv-in-finserv-businesses/): Discover how automating identity verification can revolutionise your contact centre, boosting efficiency and cutting call times.
- [Opus and Infinity form Strategic Partnership](https://www.opustech.co.uk/blog/strategic-partners-with-infinity-call-tracking/): Opus are strategic partners with Infinity Call Tracking, a partnership aimed at revolutionising the landscape in the contact centre space.
- [Opus recognised on NHS Better Purchasing Framework](https://www.opustech.co.uk/blog/nhs-better-purchasing-framework/): Opus are an approved supplier on the NHS Better Purchasing Framework for advanced cloud-based telephony solutions.
- [How FinServ companies can benefit from Conversational IVR](https://www.opustech.co.uk/blog/how-financial-services-companies-can-benefit-from-conversational-ivr/): Conversational IVR can revolutionise CX by reducing wait times, improving agent efficiency and boosting first-call resolution.
- [What is Microsoft Teams Phone Mobile?](https://www.opustech.co.uk/blog/what-is-microsoft-teams-phone-mobile/): Teams Phone Mobile is a brand new feature that enhances PSTN connectivity within Microsoft Teams and Phone System, its exclusively available on EE.
- [What is Microsoft 365 Copilot and how do you start using it?](https://www.opustech.co.uk/blog/what-is-microsoft-365-copilot/): What is Microsoft Copilot, its generative AI tool, into the Microsoft 365 suite. There is an AI assistant embedded into everyday apps like Word, PowerPoint, Excel and Outlook.
- [Opus is one of the UK's Best Companies](https://www.opustech.co.uk/blog/best-companies-award/): Opus were ranked by Best Companies as a very good company to work for. This is a testament to our commitment to employee engagement.
- [Hosted Contact Centres](https://www.opustech.co.uk/blog/hosted-contact-centres/): Unlock the future of customer service with hosted contact centres. Discover the benefits of cloud-based solutions and migration strategies.
- [Benefits of buying EE from a reseller](https://www.opustech.co.uk/blog/benefits-of-buying-ee-from-a-reseller/): Discover the benefits of competitive pricing, dedicated account management and exceptional customer service when buying EE from a reseller. Opus are a premium reseller and EE's New Partner of the Year.
- [Benefits of Cloud Contact Centre Solutions](https://www.opustech.co.uk/blog/benefits-of-cloud-contact-centre-solutions/): Discover how cloud contact centre solutions transform customer engagement and operational efficiency, increase productivity and deliver higher profits.
- [Opus named an Approved Supplier on the Network Services 3 Framework](https://www.opustech.co.uk/blog/opus-network-services-3/): Opus are proud to be an approved supplier on Crown Commercial Service's Network Services 3 Framework highlighting their exceptional service
- [The Cost Savings of Outsourcing your IT](https://www.opustech.co.uk/blog/the-cost-savings-of-outsourcing-your-it/): Outsourcing your IT to a managed service provider offers many cost-saving benefits. Here are five reasons why you should consider outsourced IT support.
- [The Future of Opus - The Vivid Vision Big Reveal](https://www.opustech.co.uk/blog/the-future-of-opus-the-vivid-vision-big-reveal/): Unveiling our Vivid Vision for the future. Find out more about Opus' roadmap for the next three years, our repositioned vision, mission and brand promise.
- [Five Contact Centre Features to Assist Agent Productivity](https://www.opustech.co.uk/blog/five-contact-centre-features-to-assist-agent-productivity/): From interactive virtual agents to CRM integration, discover the top five contact centre features that enhance agent productivity.
- [6 considerations when choosing a business mobile contract](https://www.opustech.co.uk/blog/6-considerations-when-choosing-a-business-mobile-phone-contract/): Here are 6 things to consider when looking for the best business mobile contract. Including mobile estates, mobile security and roaming.
- [Five signs you need to update your business phone system](https://www.opustech.co.uk/blog/five-signs-you-need-to-update-your-business-phone-system/): Find out if you can achieve more with a Mitel business phone system from Opus, here are our 5 key questions you need to ask.
- [Opus & Five9 announce exciting new partnership](https://www.opustech.co.uk/blog/opus-announces-new-five9-partnership/): Opus Technology have announced their strategic partnership with Five9, the global leader in CX and contact centre solutions.
- [What is Microsoft Defender for Business?](https://www.opustech.co.uk/blog/what-is-microsoft-defender-for-business/): Microsoft Defender for Business is an endpoint security solution for small and medium-sized businesses. Learn the five key benefits of Microsoft Defender for SMBs.
- [Six benefits of moving to a cloud-based phone system](https://www.opustech.co.uk/blog/six-benefits-of-moving-to-a-cloud-based-phone-system/): In this blog, we look at the six key benefits of moving to a cloud-based phone system for your business. Read on to find out more.
- [Five business benefits of Microsoft 365 Copilot](https://www.opustech.co.uk/blog/five-business-benefits-of-microsoft-copilot/): Copilot is a brand new AI-powered tool designed to help increase your productivity. Here are the 5 business benefits of Microsoft 365 Copilot.
- [Five benefits of an Omnichannel Contact Centre](https://www.opustech.co.uk/blog/five-benefits-of-an-omnichannel-contact-centre/): An omnichannel contact centre offers a wide range of business benefits. Here are 5 reasons why you should consider upgrading to omni-channel.
- [Seven benefits of outsourcing your IT](https://www.opustech.co.uk/blog/seven-benefits-of-outsourcing-your-it/): From cost savings and access to expertise to improved security and efficiency, there are a number of benefits to outsourcing your IT.
- [How a communications audit can reduce your operational costs](https://www.opustech.co.uk/blog/how-a-communications-audit-can-reduce-your-operational-costs/): Opus are specialists in providing communication solutions for organisations of all sizes. Receive a free audit before choosing a solution.
- [Opus Technology awarded Feefo Gold Trusted Service Award 2023](https://www.opustech.co.uk/blog/opus-technology-awarded-feefo-gold-trusted-service-award-2023/): Opus has won the Feefo Gold Trusted Service Award, recognising businesses that deliver world-class customer experience.
- [Microsoft to end support of Windows Server 2012 in October 2023](https://www.opustech.co.uk/blog/microsoft-to-end-support-of-windows-server-2012-in-october-2023/): Microsoft announced the mainstream support of Windows Server 2012 ended back in 2018, with extended support continuing to October 2023.
- [Making the Switch: FAQs for Businesses Moving from ISDN to Cloud Solutions](https://www.opustech.co.uk/blog/making-the-switch-faqs-for-businesses-moving-from-isdn-to-cloud-solutions/): Here's some useful FAQs about the Big Switch Off, helping your business to prepare ahead of 2025.
- [What are the alternatives to ISDN and PSTN?](https://www.opustech.co.uk/blog/what-are-the-alternatives-to-isdn-and-pstn/): Looking for an alternative to ISDN and PSTN? It's time to upgrade your infrastructure and unlock the benefits of an all-IP service.
- [Surrey Business Award Winners 2022](https://www.opustech.co.uk/blog/surrey-business-award-winners-2022/): Finalists in three of the largest categories at the Surrey Business Awards 2022, Opus won Business Growth and Company of the Year Awards.
- [Visit Opus at the Call & Contact Centre Expo 2022](https://www.opustech.co.uk/blog/visit-opus-at-the-call-contact-centre-expo-2022/): Opus will be at the Call and Contact Centre Expo at the ExCel London on 22 and 23 November. Visit us to discuss your requirements.
- [Why is ISDN being switched off?](https://www.opustech.co.uk/blog/why-is-the-isdn-being-switched-off/): Why is ISDN being switched off? Openreach are turning off the ISDN and PSTN infrastructure to focus on rolling out and maintaining a newer fibre network.
- [Useful Glossary of Technical Terms](https://www.opustech.co.uk/blog/useful-glossary-of-technical-terms/): Opus Technology - A jargon-busting guide to some of the most frequently used terms in the IT and communications industry.
- [Adapting your communications for hybrid working](https://www.opustech.co.uk/blog/adapting-your-communications-for-hybrid-working/): Adapt your communications roadmap for secure and efficient hybrid working beyond COVID-19.
- [Securing the future of hybrid working](https://www.opustech.co.uk/blog/securing-the-future-of-hybrid-working-download/): What risks does your business face as you embrace hybrid working? Which steps should you take to secure your systems and how can Opus help?
- [10 questions to ask when looking at business mobile service providers](https://www.opustech.co.uk/blog/10-questions-to-ask-when-looking-at-business-mobile-service-providers/): To help you find the best mobile service provider for your business, we’ve created this checklist of the top 10 questions you should ask.
- [Opus achieve the ISO 27001 certification and Cyber Essentials Plus](https://www.opustech.co.uk/blog/opus-achieve-the-iso-27001-accreditation-and-cyber-essentials-plus/): Opus are proud to announce we have been awarded both the ISO 27001 and Cyber Essentials Plus certification.
- [When will ISDN be turned off?](https://www.opustech.co.uk/blog/when-will-isdn-be-turned-off/): ISDN and PSTN are due to be turned off by the end of 2025 and replaced with a fully digital network. Here is what you need to do before the deadline.
- [Contact centre trends: the challenges and opportunities post-pandemic](https://www.opustech.co.uk/blog/contact-centre-trends-the-challenges-and-opportunities-post-pandemic/): Opus contact centre expert Kris Graham reveals the latest contact centre trends shaping the way we interact with our customers post-pandemic.
- [What is the ISDN Switch Off?](https://www.opustech.co.uk/blog/what-is-the-isdn-switch-off/): What is the ISDN switch off? The PSTN and ISDN network began shutting down in 2020 with the aim of turning the network off completely in 2025.
- [What is Data Loss Prevention? Why is it essential for your business?](https://www.opustech.co.uk/blog/what-is-data-loss-prevention-why-is-it-essential-for-your-business/): Small-to-medium businesses are most susceptible to data loss incidents. We'll explore data loss protection and why you should invest in it.
- [How Azure Virtual Desktop Solves Common Business Challenges](https://www.opustech.co.uk/blog/how-azure-virtual-desktop-solves-common-business-challenges/): Find out more about Microsoft Azure Virtual Desktop, and the problems it can solve within your business.
- [Mobile connectivity solutions: all SIM cards are not created equal](https://www.opustech.co.uk/blog/mobile-connectivity-solutions-all-sim-cards-are-not-created-equal/): We look at why deploying multi-network SIMs could make your connectivity work harder especially where there are bandwidth or coverage issues.
- [Opus accredited with 8x8 Platinum Partner Status](https://www.opustech.co.uk/blog/opus-accredited-with-8x8-platinum-partner-status/): Opus Tech are an accredited 8x8 Platinum Partner in the UK. We deploy the full suite of 8x8 business telephony solutions.
- [Microsoft Teams becomes more hybrid work-friendly with recent updates](https://www.opustech.co.uk/blog/microsoft-teams-becomes-more-hybrid-work-friendly-with-recent-updates/): Microsoft has constantly released updates to the Microsoft 365 suite, supporting the changing needs of the modern workplace
- [Your 2022 guide to migrating SQL Server 2012 to Microsoft Azure](https://www.opustech.co.uk/blog/your-2022-guide-to-migrating-sql-server-2012-to-microsoft-azure/): Microsoft SQL Server 2012 is reaching its end of life on July 12, 2022, any businesses still using the service will have to migrate to Microsoft Azure.
- [The challenges and opportunities of hybrid working in a post-COVID world](https://www.opustech.co.uk/blog/the-challenges-and-opportunities-of-hybrid-working-in-a-post-covid-world/): Learn more about what hybrid working is, the benefits it offers, the challenges that organisations must overcome and how technology can help.
- [5G for business: are your operations ready?](https://www.opustech.co.uk/blog/5g-for-business-are-your-operations-ready/): 5G offers a competitive advantage for organisations with the right mobile contract — discover what they are and how your business could benefit.
- [Opus announced as winners at the Vuzion Cloud Awards 2022](https://www.opustech.co.uk/blog/opus-announced-as-winners-at-the-vuzion-cloud-awards-2022/): Opus Technology team announced as winners of UK Partner of the Year Award at the Vuzion Cloud Awards 2022.
- [Mobile Sales Director Juliette Lee on the state of the business mobile landscape post-COVID](https://www.opustech.co.uk/blog/mobile-sales-director-juliette-lee-on-the-state-of-the-business-mobile-landscape-post-covid/): Learn more about the state of business mobile post COVID and how Opus can help your with your business mobile strategy.
- [How your business can make the most of the modern workplace](https://www.opustech.co.uk/blog/how-your-business-can-make-the-most-of-the-modern-workplace/): We've come a long way from the Action Offices of the ‘60s and the rise of office cubicles, find out how to make the most of the modern workplace.
- [Opus Named Mitel Cloud Partner of the Year](https://www.opustech.co.uk/blog/opus-named-mitel-cloud-partner-of-the-year/): Platinum Partners Opus Named Cloud Partner of the Year International - Top Cloud Partner 2021 at Mitel’s Global Partner Awards 2022 Ceremony.
- [How businesses can use Microsoft Teams as a unified communications platform](https://www.opustech.co.uk/blog/how-businesses-can-use-microsoft-teams-as-a-unified-communications-platform/): In this article, we discuss the benefits of unified communications, and how Microsoft Teams can work as such a platform.
- [Opus partners with EE for best UK mobile network and fastest 5G](https://www.opustech.co.uk/blog/opus-partners-with-ee-for-best-uk-mobile-network-and-fastest-5g/): Opus is proud to have become one of only seven direct EE Authorised Service Providers in the UK - best UK network and fastest 5G.
- [5 different types of phishing attacks and how to protect against them](https://www.opustech.co.uk/blog/5-different-types-of-phishing-attacks-and-how-to-protect-against-them/): Learn about the different types of phishing attacks facing organisations today and the challenges with keeping your data safe.
- [How embracing conversational intelligence improves government services](https://www.opustech.co.uk/blog/how-embracing-conversational-intelligence-improves-government-services/): AI in the public sector is transforming how council's communicate. How is conversational intelligence helping them to deliver a better service?
- [What payment compliance means for the public sector](https://www.opustech.co.uk/blog/what-payment-compliance-means-for-the-public-sector/): Across the public sector, digital transformation is making it easier to manage and process payments. But how secure are those transactions?
- [Opus celebrates 30 years in business](https://www.opustech.co.uk/blog/opus-celebrates-30-years-in-business/): The team at Opus celebrated 30 years in business this week.
- [Digitally transform your business with Microsoft 365](https://www.opustech.co.uk/blog/digitally-transform-your-business-with-microsoft-365/): Adopt Microsoft’s four-phase framework for your digital transformation journey. Get in touch with Opus Technology to find out more.
- [Six endpoint security challenges your business could face](https://www.opustech.co.uk/blog/six-endpoint-security-challenges-your-business-could-face/): In this blog we discuss endpoint security, and some of the security challenges that businesses could face in today’s mobile world.
- [How to deliver a winning higher education communications strategy](https://www.opustech.co.uk/blog/how-to-deliver-a-winning-higher-education-communications-strategy/): %%excerpt%%
- [How Opus is supporting local council communication strategies across the UK](https://www.opustech.co.uk/blog/how-opus-is-supporting-local-council-communication-strategies-across-the-uk/): In this article, discover how Opus helps local councils to define and implement winning communication strategies.
- [Beat the challenges to digital transformation in the legal sector](https://www.opustech.co.uk/blog/beat-the-challenges-to-digital-transformation-in-the-legal-sector/): We help you to develop your own strategy for what your digital transformation roadmap should look like.
- [Opus Awarded 2nd ServiceMark Accreditation by ICS](https://www.opustech.co.uk/blog/opus-awarded-2nd-servicemark-accreditation-by-ics/): We are proud to announce that we have been awarded our 2nd ServiceMark Accreditation with the Institute of Customer Service for a further 3 years.
- [3 Essential Steps For Planning Your Journey To The Cloud](https://www.opustech.co.uk/blog/3-essential-steps-for-planning-your-journey-to-the-cloud/): Like many journeys, the most successful cloud migrations are well planned. In this article, discover how to plan your path to the cloud.
- [Do you know what unified communications solution you really need?](https://www.opustech.co.uk/blog/do-you-know-what-unified-communications-solution-you-really-need/): Discover four questions you can use to self-qualify your requirements and identify the unified communications solution your business needs.
- [Five reasons moving to the cloud can accelerate digital transformation](https://www.opustech.co.uk/blog/five-reasons-moving-to-the-cloud-can-accelerate-digital-transformation/): Find out five key reasons why moving to the cloud can accelerate your digital transformation.
- [The role of WhatsApp and Social Media in the Contact Centre](https://www.opustech.co.uk/blog/the-role-of-whatsapp-and-social-media-in-the-contact-centre/): Customer service is changing. Learn about the growing role of WhatsApp and social media in the contact centre.
- [Six ways Azure Virtual Desktop (AVD) can improve your security posture](https://www.opustech.co.uk/blog/six-ways-azure-virtual-desktop-avd-can-improve-your-security-posture/): In this blog, we look at the six ways Azure Virtual Desktop can improve your security posture. Get in touch with Opus Technology to find out more.
- [Opus wins UC Cloud Award at Virtual1 Partner Event](https://www.opustech.co.uk/blog/opus-wins-virtual1-partner-award/): Opus were delighted to be presented with the UC Cloud Award, at last night’s Virtual1's Future Connect partner event.
- [Our Mobile Sales Director reveals what we do for our mobile clients](https://www.opustech.co.uk/blog/our-mobile-sales-director-reveals-what-we-do-for-our-mobile-clients/): Mobile Sales Director Juliette Lee reveals what we do for our mobile clients and why they choose Opus for their business mobile services.
- [Hybrid Working Cyber Security [Download]](https://www.opustech.co.uk/blog/hybrid-working-cyber-security-download/): Find out how to keep your business safe from anywhere, on any device with our guide to hybrid working cyber security.
- [Interview with Ethical Hacker and IT Security Lead](https://www.opustech.co.uk/blog/interview-with-ethical-hacker-and-it-security-lead/): Zero Trust explained. We interview our very own ethical hacker and IT Security Lead David Higgs on Zero Trust and a number of cyber security topics.
- [What is Zero Trust and why is it so important?](https://www.opustech.co.uk/blog/what-is-zero-trust-and-why-is-it-so-important/): Download our Zero Trust guide to find out what it is and why it's so important for businesses to look to adopt this methodology.
- [Guide to SD-WAN cloud connectivity](https://www.opustech.co.uk/blog/guide-to-sd-wan-cloud-connectivity/): A guide to SD-WAN cloud connectivity and how to transform your essential network connections through the power of the cloud.
- [Is your mobile estate being managed correctly?](https://www.opustech.co.uk/blog/is-your-mobile-estate-being-managed-correctly/): Mobile Sales Director Juliette Lee reveals what effective mobile estate management looks like and how to manage your mobile estate better.
- [Why choosing the right technology partner makes upgrading your Mitel estate easier](https://www.opustech.co.uk/blog/why-choosing-the-right-technology-partner-makes-upgrading-your-mitel-estate-easier/): When it comes to upgrading your Mitel estate, we take a look at why choosing the right technology partner is so important.
- [Picking up the phone with Opus’ Mobile Sales Director, Juliette Lee](https://www.opustech.co.uk/blog/picking-up-the-phone-with-opus-mobile-sales-director-juliette-lee/): What does mobile telecoms look like today? How does it challenge your existing mobile estate and why is Opus the right partner to help you adapt?
- [Ten Questions to Ask Yourself When Reviewing Your Contact Centre](https://www.opustech.co.uk/blog/ten-questions-to-ask-yourself-when-reviewing-your-contact-centre/): Discover the ten questions you should be asking yourself and your provider when reviewing your contact centre technologies.
- [Transform your business with Tech-as-a-Service](https://www.opustech.co.uk/blog/transform-your-business-with-tech-as-a-service/): At Opus we advise many organisations of all sizes to consider shifting to a Tech-as-a-Service subscription model for their IT consumption.
- [Three ways Microsoft Teams will help you embrace hybrid working](https://www.opustech.co.uk/blog/three-ways-microsoft-teams-will-help-you-embrace-hybrid-working/): Discover three ways Microsoft Teams will help you to embrace hybrid working and other key considerations to make the most of your technology.
- [Should I accept a LinkedIn invite from a stranger?](https://www.opustech.co.uk/blog/should-i-accept-a-linkedin-invite-from-a-stranger/): Our information security lead at Opus talks about why you need to be vigilant when accepting LinkedIn requests from strangers.
- [Hybrid challenges to traditional telephony: how should you adapt?](https://www.opustech.co.uk/blog/hybrid-challenges-to-traditional-telephony-how-should-you-adapt/): The hybrid working model challenges traditional telephony. Review your existing systems to ensure they meet your employees’ needs — wherever they’re based.
- [Omni-channel v Multi-channel](https://www.opustech.co.uk/blog/omni-channel-v-multi-channel/): We take a look at the benefits of Omni-channel v Multi-channel in the contact centre solution when looking to deliver a seamless customer experience
- [Stay connected with these hybrid working communication systems](https://www.opustech.co.uk/blog/stay-connected-with-these-hybrid-working-communication-systems/): A successful hybrid working communication system is underpinned by a clear strategy aligned with your organisation’s business objectives.
- [Business continuity in a changing world](https://www.opustech.co.uk/blog/business-continuity-in-a-changing-world/): We have prepared this guide specifically to help our Mitel customers prepare for business continuity in a changing world. Download it today.
- [Five essentials for informal contact centre success](https://www.opustech.co.uk/blog/five-essentials-for-informal-contact-centre-success/): Read about five essentials for informal contact centre success that could seamlessly be added to help boost your efficiency and customer experience.
- [Does your business have an informal Contact Centre?](https://www.opustech.co.uk/blog/does-your-business-have-an-informal-contact-centre/): Does your business have an informal contact centre? Find out the key questions to ask yourself.
- [Businesses Set to Embrace Hybrid Working According to the BBC](https://www.opustech.co.uk/blog/businesses-set-to-embrace-hybrid-working-according-to-the-bbc/): According to an article from the BBC, 43 of the 50 biggest employers in the UK are set to continue home working.
- [Highlights from our 8x8 ‘Operate from Anywhere’ Webinar](https://www.opustech.co.uk/blog/highlights-from-our-8x8-operate-from-anywhere-webinar/): Read the highlights from our 8x8 Operate from Anywhere briefing on how hybrid working is now becoming the way we will work into the future.
- [From UC to Contact Centre – Are you ready to boost your informal contact centre productivity?](https://www.opustech.co.uk/blog/from-uc-to-contact-centre-are-you-ready-to-boost-your-informal-contact-centre-productivity/): If you're still only offering single channel UC within your business, why should you consider changing to a contact centre solution?
- [Opus achieves Microsoft Gold Partner accreditation in Cloud Productivity](https://www.opustech.co.uk/blog/microsoft-gold-partner-in-cloud-productivity/): Our award winning Tech Team are now Microsoft Gold Partner in Cloud Productivity. Get in touch for a no obligation review of your technology
- [Opus announced as winners at the Vuzion Cloud Awards 2021](https://www.opustech.co.uk/blog/opus-announced-as-winners-at-the-vuzion-cloud-awards-2021/): Opus Technology team announced as winners of UK Partner of the Year Award and UK Modern Workplace award at the Vuzion Cloud Awards 2021
- [Highlights from our Mitel Customer Briefing 2021](https://www.opustech.co.uk/blog/highlights-from-our-mitel-customer-briefing-2021/): Read on for the highlights of what we covered at our Mitel Customer Briefing 2021 and what Mitels roadmap is for the coming year
- [Five ways to transform the citizen experience in local government](https://www.opustech.co.uk/blog/five-ways-to-transform-the-citizen-experience-in-local-government/): Find out what we mean by the citizen experience and how local governments can adapt their communications estates to deliver an omnichannel service.
- [Vuzion Cloud Awards 2021 Finalists](https://www.opustech.co.uk/blog/vuzion-cloud-awards-2021-finalists/): Opus shortlisted for UK Partner of the Year and UK Modern Workplace Partner at the 2021 Vuzion Cloud Awards
- [Download our guide to Operating from Anywhere [eBook]](https://www.opustech.co.uk/blog/download-our-guide-to-operating-from-anywhere-ebook/): Download this essential guide to provide you with valuable insights into how to accelerate your organisation’s shift to Operate From Anywhere.
- [Opus Named Mitel Cloud Partner of the Year at Global Partner Awards](https://www.opustech.co.uk/blog/opus-named-mitel-cloud-partner-of-the-year-at-global-partner-awards/): Opus Named Cloud Partner of the Year International - Top Cloud Partner 2020 at Mitel’s Global Partner Awards 2021 Ceremony
- [The rise of the digital consumer and what this means for Customer Experience](https://www.opustech.co.uk/blog/the-rise-of-the-digital-consumer-and-what-this-means-for-customer-experience/): Success in the future will be all about customer experience in a digital world. Read on to find out how COVID has shaped this and what you need to do about it
- [The contact centre metrics you should track to help keep your customers happy](https://www.opustech.co.uk/blog/the-contact-centre-metrics-you-should-track-to-help-keep-your-customers-happy/): Contact Centre metrics provide an insight into what your customers think of you. Read on to find out what metrics you should have in place
- [Four Reasons to switch to Opus for your Microsoft 365 Licensing and Support](https://www.opustech.co.uk/blog/four-reasons-to-switch-to-opus-for-your-microsoft-365-licensing-and-support/): Four reasons to switch to Opus Microsoft 365 Licensing. Let us help you unlock the full potential of your Microsoft Licences, get in touch today.
- [Six ways to improve your remote contact centre quality management](https://www.opustech.co.uk/blog/six-ways-to-improve-your-remote-contact-centre-quality-management/): Contact centre quality management is crucial for maximising performance. Read on to find out six ways to improve your quality management
- [Healthcare Communications: Saying Hello to a Better Patient Experience](https://www.opustech.co.uk/blog/healthcare-communications-hello-better-patient-experience/): Public sector expert Pete Whitehouse discusses the advantages of creating single points of access for today’s healthcare trusts and their patients.
- [Three reasons why you should get current with your Mitel Unified Communications suite](https://www.opustech.co.uk/blog/three-reasons-why-you-should-get-current-with-your-mitel-unified-communications-suite/): Find out why you should get current and stay current with your Mitel Unified Communications suite by asking these 3 questions
- [Solving the Productivity Puzzle Through UC](https://www.opustech.co.uk/blog/solving-the-productivity-puzzle-through-uc/): Remote working has only complicated the productivity puzzle. How can unified communications and collaboration solutions boost business productivity?
- [How to Reduce Contact Centre Costs and Boost CX](https://www.opustech.co.uk/blog/how-to-reduce-contact-centre-costs-and-boost-cx/): Discover how to reduce contact centre costs and boost customer experience (CX) so your business is always available when your customers need you most.
- [Are you ready to build your Business Communications Roadmap for 2021 and beyond?](https://www.opustech.co.uk/blog/business-communications-roadmap-for-2021-and-beyond/): Download this FREE guide, to find out how organisations can adapt and build their business communications roadmap for 2021 and beyond
- [What are the benefits of Unified Communications and Collaboration (UC&C)?](https://www.opustech.co.uk/blog/mitel-unified-communications-and-collaboration/): In this free to download guide we look at why a Mitel unified communications and collaboration solution could transform your business
- [How Teams is Helping Businesses Adapt to the New Normal](https://www.opustech.co.uk/blog/how-teams-is-helping-businesses-adapt-to-the-new-normal/): Businesses often turn to software to help them solve challenges. When that challenge is adapting to remote working, Microsoft Teams could be the solution.
- [The Future of Work is Now [Mitel+Teams]](https://www.opustech.co.uk/blog/the-future-of-work-is-now-mitelteams/): We look at why leveraging your Mitel investment with a Microsoft Teams integration will enhance communication within your organisation
- [Three Essential Software Solutions for Maximising Agility](https://www.opustech.co.uk/blog/three-essential-software-solutions-for-maximising-agility/): The right technology infrastructure is key to solving long-term remote working challenges. Which tools and software could benefit your organisation?
- [Elevate your Contact Centre with the powerful combination of Cirrus and Microsoft Teams](https://www.opustech.co.uk/blog/elevate-your-contact-centre-with-the-powerful-combination-of-cirrus-and-microsoft-teams/): Book a free virtual consultation to find out how you can leverage the combination of Cirrus and Microsoft Teams in your contact centre.
- [Taking remote credit card payments securely [PCI Compliance for homeworkers]](https://www.opustech.co.uk/blog/taking-remote-credit-card-payments-securely-pci-compliance-for-homeworkers/): PCI Compliance for homeworkers in contact centres has never been more important. We take a look at what do you need to do to ensure you comply
- [Three Ways to Support Business Communications Remotely](https://www.opustech.co.uk/blog/three-ways-to-support-business-communications-remotely/): Home working has presented numerous communications challenges for businesses. Read on to discover the top three communication tips for remote teams.
- [Mitel MiCollab Release 9.2 Overview](https://www.opustech.co.uk/blog/mitel-micollab-release-9-2-overview/): MiCollab Release 9.2 delivers updates to security, privacy, and bug fixes it also provides several new features. Find out more.
- [UK Customer Experience Decision-Makers’ Guide 2020-21](https://www.opustech.co.uk/blog/uk-customer-experience-decision-makers-guide-2020-21/): Download this FREE Customer Experience Decision-Makers Guide to find out the trends shaping CX for 2020-21 and beyond in the contact centre
- [Future Proofing Your Contact Centre [six ways to embrace remote working]](https://www.opustech.co.uk/blog/future-proofing-your-contact-centre-six-ways-to-embrace-remote-working/): Find out more about future proofing your contact centre for remote workers by booking a free online consultation with one of our expert team.
- [Opus launches 8×8 Voice for Microsoft Teams](https://www.opustech.co.uk/blog/opus-launches-8x8-voice-for-microsoft-teams/): Opus launches its 8x8 and Microsoft Teams Collaboration Collaboration - a work from anywhere enterprise cloud telephony solution
- [G-Cloud 12 Supplier for 46 Services](https://www.opustech.co.uk/blog/g-cloud-12-supplier-for-46-services/): Looking for a G-Cloud 12 Supplier? Opus awarded 46 different services under Cloud Hosting, Cloud Software & Cloud Support. Call 0800 316 7566
- [Microsoft Azure Plan Information for Customers](https://www.opustech.co.uk/blog/microsoft-azure-plan-information-for-customers/): Find out how Opus can save you money and simplify service and support with the latest news on Microsoft's Azure Plan. 0800 316 7566.
- [Mitel License Violation Information](https://www.opustech.co.uk/blog/mitel-license-violation-information/): Mitel MiVoice Business License Violation - Advice on what it means and how Opus can help you resolve the situation. Call 020 8545 8545
- [Public Sector Contact Centre Solutions](https://www.opustech.co.uk/blog/public-sector-contact-centre-solutions/): Improve your Customer/Citizen/Patient/Student Experience with help from the experienced public sector contact centre team here at Opus.
- [Mitel Platinum Service and Support](https://www.opustech.co.uk/blog/mitel-platinum-service-and-support/): For outstanding Mitel Service and Support talk to the experienced and highly accredited Mitel solution design and technical support team at Opus.
- [Mitel Launches MiCloud Flex Powered by Google](https://www.opustech.co.uk/blog/mitel-launches-micloud-flex-powered-by-google/): Mitel MiCloud Flex on Google Cloud from Opus enables unified, scalable, mobile communications to anyone, anywhere and on any device. Find out more.
- [So what now for the office?](https://www.opustech.co.uk/blog/the-new-normal-office/): Find out more about future proofing your business for the new normal way of working by booking a free online consultation with one of our expert team.
- [Opus supports Mental Health Awareness Week](https://www.opustech.co.uk/blog/opus-supports-mental-health-awareness-week/): Opus supports Mental Health Awareness Week 2020, with the theme of kindness. Here are some of the great activities that our staff have been taking part in
- [Omni-Channel Contact Centre Rapid Deployment Solutions from Opus](https://www.opustech.co.uk/blog/omni-channel-contact-centre-rapid-deployment-solutions-from-opus/): To find out more about our contact centre rapid deployment solutions and to book an informal 10 minute video call with one of our experts get in touch
- [Opus launches Enterprise Business Telephony and Microsoft Teams Collaboration Suite](https://www.opustech.co.uk/blog/opus-launches-enterprise-business-telephony-and-microsoft-teams-collaboration-suite/): Opus launches its unique Enterprise Business Telephony and Microsoft Teams Collaboration Suite - powered by UK SIP trunk provider Gamma
- [Opus launches its Mitel Microsoft Teams Integration](https://www.opustech.co.uk/blog/opus-launches-its-mitel-microsoft-teams-integration/): Opus launches is unique fully managed Mitel Microsoft Teams Integration - enjoy best of breed communications and collaboration on a single platform.
- [Standalone MiTeam Video Meetings Free Trial](https://www.opustech.co.uk/blog/standalone-miteam-video-meetings-free-trial/): Mitel home working solution MiTeams Meetings and how you can take advantage of a six month free trial during the Covid pandemic.
- [5G is here, but what does this mean for your data tariff?](https://www.opustech.co.uk/blog/5g-is-here-but-what-does-this-mean-for-your-data-tariff/): We look at how 5G roll out is likely to affect your business and how data usage is likely to be impacted due to the faster speeds of download available.
- [Free your printing by switching to PaperCut Mobility Print with Opus](https://www.opustech.co.uk/blog/free-your-printing-by-switching-to-papercut-mobility-print-with-opus/): On 31st December 2020, Google will no longer support Google Cloud Print. Opus recommend switching to PaperCut Mobility Print. Find out more.
- [Opus gives back to charity](https://www.opustech.co.uk/blog/opus-gives-back-and-supports-charitable-causes/): Opus gives back and supports charitable causes that have been nominated by staff. This year we have raised £2,659 for 3 fantastic charities.
- [Embracing the Modern Workplace](https://www.opustech.co.uk/blog/embracing-the-modern-workplace/): As end of life for Windows 7 and Office 2010 approaches now is the time to look at embracing the modern Workplace by migrating to Microsoft 365
- [What smarter working means for public sector communications](https://www.opustech.co.uk/blog/what-smarter-working-means-for-public-sector-communications/): Why do Government departments now need to embrace the principle of Smarter Working to improve productivity and communication for its workforce?
- [Opus speaks at MemberWise Digital Excellence Event](https://www.opustech.co.uk/blog/opus-speaks-at-memberwise-digital-excellence-event/): Opus speaks at MemberWise Digital Excellence Event about the technology shift required to keep pace with changing membership expectations
- [Opus expands its partnership with 8×8 and Virtual 1](https://www.opustech.co.uk/blog/opus-expands-its-partnership-with-8x8-and-virtual-1/): Opus has expanded its partnership with 8x8 and Virtual 1 to offer the best cloud technology for its customers, strengthening its commitment to quality.
- [Mitel MiContact Centre Business Release 9.2](https://www.opustech.co.uk/blog/mitel-micontact-centre-business-release-9-2/): Mitel's MiContact Centre Business Release 9.2. Find out about the latest feature enhancements for Mitel's Contact Centre solution.
- [Collaborative Working in Government](https://www.opustech.co.uk/blog/collaborative-working-in-government/): The government has a fantastic opportunity to do things better and give staff compelling, intuitive and easy ways to work and collaborate with each other.
- [Digital transformation in the NHS](https://www.opustech.co.uk/blog/digital-transformation-in-the-nhs/): As the NHS moves away from legacy networks such as N3 and HSCN, it moves closer to its goals for better collaboration and flexible working.
- [Institute of Customer Service Membership Video](https://www.opustech.co.uk/blog/institute-of-customer-service-membership-video/): Watch our customer service video of the team being interviewed about membership of the Institute of Customer Service and our ServiceMark accreditation.
- [Opus Joins Jisc Framework to Support Higher Education Organisations](https://www.opustech.co.uk/blog/opus-joins-jisc-framework-to-support-higher-education-organisations/): Opus joins Jisc education purchasing framework to offer SIP trunking, telephony solutions, landline & mobiles & line rentals to universities and colleges.
- [Opus Adds to Services on G-Cloud 11 Framework](https://www.opustech.co.uk/blog/opus-adds-to-services-on-g-cloud-11-framework/): Opus has added further strength to its growing public sector business by increasing services offered on the G-Cloud framework. Get in touch for more info.
- [How Can AI Help the Customer Experience](https://www.opustech.co.uk/blog/how-can-ai-help-the-customer-experience/): We will transform the relationship between citizens and the state - putting more power in the hands of citizens and being more responsive to their needs.
- [Education’s New Vision for Technology](https://www.opustech.co.uk/blog/educations-new-vision-for-technology/): The release of the Department for Educations new EdTech Strategy is a major step towards helping the sector take advantage of technology.
- [Opus Sales Heads Attend 8×8 PartnerXperience Event](https://www.opustech.co.uk/blog/opus-sales-heads-attend-8x8-partnerxperience-event/): Opus Sales Heads Attend 8x8 Partner Xperience Event. Voice, video and chat on one platform, in the cloud and now partnered with Opus.
- [Unified Communications Public Sector Survey Report](https://www.opustech.co.uk/blog/unified-communications-public-sector-survey-report/): Download our free public sector report to gain insights into the role of unified communications within public sector organisations.
- [Q&A With Owner and MD Michael O’Donnell](https://www.opustech.co.uk/blog/qa-with-owner-and-md-michael-odonnell/): Q&A with MD Michael O'Donnell after 25 Years Opus’s recent move to new offices in Reigate coincided with the celebration of its 25th birthday.
- [Opus Celebrates 25 Years in Business with an Anniversary Party](https://www.opustech.co.uk/blog/opus-celebrates-25-years-in-business-with-an-anniversary-party/): The Opus Group celebrated 25 years in business with an anniversary party in 5 star luxury at Pennyhill Park Country House Hotel and Spa in Surrey.
- [10 reasons companies are moving communications to the Cloud](https://www.opustech.co.uk/blog/10-reasons-companies-are-moving-communications-to-the-cloud/): Many businesses are already moving their communications to the cloud. Today we look at ten real-world reasons why this could benefit your organisation.
- [3 emerging cloud technologies that will change the way you work](https://www.opustech.co.uk/blog/3-emerging-cloud-technologies-that-will-change-the-way-you-work/): The cloud has transformed our working lives and it's improving all the time. We look at three emerging technologies that are changing the way we work.
- [How will the Internet of Things affect our daily lives?](https://www.opustech.co.uk/blog/how-will-the-internet-of-things-affect-our-daily-lives/): The Internet of Things is popular, but the affects on our daily lives are unclear. Here is our guide to how the IoT will change the world.
- [What is WiFi calling and why does it matter?](https://www.opustech.co.uk/blog/what-is-wifi-calling-and-why-does-it-matter/): We look at WiFi calling, and find out how it is changing the way we use our phones for their original function, making and receiving calls.
- [The Call Centre of the Future](https://www.opustech.co.uk/blog/the-call-centre-of-the-future/): Find out what the future holds for call centres and how changing technology will change call centres in the coming decades.
- [7 tips for making the most of collaboration software](https://www.opustech.co.uk/blog/7-tips-for-making-the-most-of-collaboration-software/): Collaboration is crucial to growth, yet so many businesses get it wrong. Here are our 7 tips for getting the most out of collaborative software.
- [Hosting Your Telephone System in the Cloud](https://www.opustech.co.uk/blog/hosting-your-telephone-system-in-the-cloud/): We are regularly asked by clients whether they should move to a telephone system hosted in the cloud, here are some of the pros and cons.
- [iPhone – The Phone That Changed The World](https://www.opustech.co.uk/blog/iphone-the-phone-that-changed-the-world/): It is hard to overstate the impact the Apple iPhone has had since its launch in 2007. Here, we look at 10 ways the iPhone has changed our daily lives.
- [Data breaches are a growing threat to UK businesses](https://www.opustech.co.uk/blog/data-breaches-are-a-growing-threat-to-uk-businesses/): We look at the impact cyber breaches are having on UK businesses and the new data protection legislation coming into force next year.
- [What is 5G and when will it be available?](https://www.opustech.co.uk/blog/what-is-5g-and-when-will-it-be-available/): We look at the next generation of mobile data, 5G. What it is, how it will change the way we communicate and when it will be rolled out.
- [How you can use Business Telecoms for your Small Business](https://www.opustech.co.uk/blog/how-you-can-use-business-telecoms-for-your-small-business/): Businesses both big and small are battling the challenge of keeping up with the latest innovations in business telecoms on a weekly basis. Stay up to date.
- [6 reasons why the stability of telecoms and IT suppliers matters](https://www.opustech.co.uk/blog/6-reasons-why-the-stability-of-telecoms-and-it-suppliers-matters/): 6 reasons stability matters. How stable is your telecoms and IT supplier? And what happens if it fails to deliver, both now and in the future?
- [Considerations When Buying a New Phone System](https://www.opustech.co.uk/blog/considerations-when-buying-a-new-phone-system/): Buying a phone system requires an assessment of the business, its needs and future plans. It is pointless buying a phone system, just to upgrade it later.
- [Six benefits of call recording for SMEs](https://www.opustech.co.uk/blog/six-benefits-of-call-recording-for-smes/): Businesses of all sizes are reaping the benefits of call-recording. We take a look at 6 key benefits of call recording for SME's
- [Call It Off: Small Business Missing Out](https://www.opustech.co.uk/blog/call-it-off-small-business-missing-out/): How improving your business telephone systems can improve your reach to prospective clients.
- [BYOD – the good, the bad and the risky](https://www.opustech.co.uk/blog/byod-the-good-the-bad-and-the-risky/): Staff bringing their own technology to work has become the norm. But is it a good thing or a bad thing for companies, and what are the risks?
- [Goodbye email – cloud-based apps are the future of collaboration](https://www.opustech.co.uk/blog/goodbye-email-cloud-based-apps-are-the-future-of-collaboration/): It is hard to imagine a world without email. Yet, today we examine alternatives to email and how it could transform the performance of businesses.
- [5 great reasons to break your email addiction](https://www.opustech.co.uk/blog/5-great-reasons-to-break-your-email-addiction/): Checking emails compulsively is a daily way of life for most of us. We take a look at email addiction and give you five great reasons to break it.
- [Mitel Introduces World Cloud Platform](https://www.opustech.co.uk/blog/mitel-introduces-world-cloud-platform/): Mitel has launched World Cloud, a new solution designed to give multinational businesses a platform to simplify the management of cloud communications.
- [Communicating with a Flexible Workforce](https://www.opustech.co.uk/blog/communicating-with-a-flexible-workforce/): The need for effective communication is at an all-time high and advances in technology have ensured that modern telephone systems are up for the job.
- [Top 5 Myths About SIP Trunks… and why you don’t need to worry](https://www.opustech.co.uk/blog/top-5-myths-about-sip-trunks/): Many organisations still lack confidence in SIP trunking and VoIP telephony. We've identified the top SIP myths and the reasons why you don’t need to worry
- [Opus Gains Certification in the Government-Backed Cyber Essentials Scheme](https://www.opustech.co.uk/blog/opus-gains-certification-in-the-government-backed-cyber-essentials-scheme/): Opus Telecoms gains certification in the Government-backed and industry supported Cyber Essentials scheme.
- [Opus Telecoms achieves a Corporate Associate status of the ITP](https://www.opustech.co.uk/blog/opus-telecoms-achieves-a-corporate-associate-status-of-the-itp/): Opus Telecoms is proud to announce that we have been invited to become a Corporate Associate of the Institute of Telecommunications Professionals (ITP).
- [The Warning Signs Of An Outdated Telephone System](https://www.opustech.co.uk/blog/the-warning-signs-of-an-outdated-telephone-system/): It's easy to make a case for upgrading a business IT system, but Telephone systems tend to be last on the list for upgrades.
- [Changes in Technology and Processes to Support Flexible Working](https://www.opustech.co.uk/blog/changes-in-technology-and-processes-to-support-flexible-working/): Are you considering flexible working? Learn how a VOIP telephone system can make remote working a reality.
- [Should You Invest in a New Office Phone System?](https://www.opustech.co.uk/blog/should-you-invest-in-a-new-office-phone-system/): Whilst your phone system may have been the best fit at the time of installation, businesses change and your requirements could be quite different now.
- [Making Flexible Working a Reality](https://www.opustech.co.uk/blog/making-flexible-working-a-reality/): Learn how VOIP phone service can help you to enable a flexible and reliable working environment.
- [Is it time to buy a new business phone system?](https://www.opustech.co.uk/blog/is-it-time-to-buy-a-new-business-phone-system/): Find out if you can achieve more with a Mitel business phone system from Opus, here are 5 key questions you need to ask.
- [BT to open up its Openreach network to competitors](https://www.opustech.co.uk/blog/bt-to-open-up-its-openreach-network-to-competitors/): Ofcom has ordered BT to open its Openreach network to competitors, after concluding that UK must do better at rolling out superfast broadband & 4G mobile.
- [Should Your Business Switch to VoIP?](https://www.opustech.co.uk/blog/should-your-business-switch-to-voip/): Discover why your business should switch to VoIP and how easily it can be implemented within your organisation
- [10 Reasons To Move To The Cloud](https://www.opustech.co.uk/blog/10-reasons-to-move-to-the-cloud/): Cloud connectivity is the fastest growing market in business communications. Discover the top 10 benefits of cloud telephony.
- [Opus achieves Gamma Platinum Partner Status](https://www.opustech.co.uk/blog/opus-achieves-gamma-platinum-partner-status/): Opus has been awarded Gamma Platinum Accredited Partner status in recognition of our exceptional performance across sales, training and product knowledge.
- [Opus Telecoms Winners Again at the Prestigious General Practice Awards](https://www.opustech.co.uk/blog/opus-telecoms-winners-again-at-the-prestigious-general-practice-awards/): The Opus Telecoms Healthcare Team were once again crowned Communications Provider of the Year at the 2015 GP Awards.
- [The End Of An Era: BT To Switch Off ISDN Lines](https://www.opustech.co.uk/blog/the-end-of-an-era-bt-to-switch-off-isdn-lines/): BT To Switch Off ISDN Lines - Discover the benefits of switching to flexible reliable SIP trunks now. For advice call us on 0800 316 7566.
- [7 Benefits of Upgrading Telephone Systems for Schools](https://www.opustech.co.uk/blog/7-benefits-of-upgrading-telephone-systems-for-schools/): Opus provides flexible, affordable and reliable telephone systems for schools. Book a free communications review with us today.
- [Unified Communications Improves Contact Centres](https://www.opustech.co.uk/blog/unified-communications-improves-contact-centres/): Unified Communications (UC) plays a vital role in supporting staff training and collaboration and driving remote working practices for contact centres.
- [Five Ways to Save Money With The Cloud](https://www.opustech.co.uk/blog/five-ways-to-save-money-with-the-cloud/): Companies are now ditching traditional landlines for a hosted phone system because they save both time and money! Find out the five ways to save with the Cloud.

## Resources

- [IT Infrastructure Management](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-infrastructure-management/): IT Infrastructure management is the process of keeping an businesses IT infrastructure, hardware, data, operating systems, networks and communications and applications running smoothly.
- [Virtual Server](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-virtual-server/): A virtual server, also known as a virtual machine, is a software-based emulation of a physical computer. It runs independently within a virtualised environment on a physical server, allowing multiple virtual servers to share resources efficiently.
- [Two Factor Authentication (2FA)](https://www.opustech.co.uk/knowledge-hub/it/what-is-two-factor-authentication/): Two-Factor Authentication (2FA) is a security process that requires users to provide two different authentication factors to verify their identity. The goal of 2FA is to add an extra layer of security beyond the traditional username and password combination.
- [Threat Protection](https://www.opustech.co.uk/knowledge-hub/it/what-is-threat-protection/): Threat protection refers to a set of security measures and technologies designed to detect, prevent and respond to various cyber security threats that can compromise the integrity, confidentiality and availability of information systems and data.
- [Teams](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-teams/): Microsoft Teams is a collaboration platform developed by Microsoft as part of its Microsoft 365 suite of productivity tools. Integrating various communication and collaboration features to facilitate seamless interaction among team members.
- [SoGEA](https://www.opustech.co.uk/knowledge-hub/it/what-is-sogea/): SoGEA (Single Order Generic Ethernet Access) broadband is a type of internet connection that provides high-speed access to the internet using fibre-optic technology and does not include a traditional landline phone service.
- [Sharepoint](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-sharepoint/): Microsoft SharePoint is a cloud collaboration platform integrated with Microsoft 365. It is used for storing, organising, sharing, and accessing information from any device with a web browser.
- [Zero Trust Security](https://www.opustech.co.uk/knowledge-hub/it/what-is-zero-trust-security/): Zero Trust security represents a comprehensive IT security model that mandates rigorous identity verification for every individual and device seeking access to resources within a private network.
- [Server](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-server/): A server is a computer or system that is dedicated to managing and facilitating network resources and services. It provides functionality or services to other computers known as clients within the same network.
- [SD-WAN](https://www.opustech.co.uk/knowledge-hub/it/sd-wan/): SD-WAN, short for Software-Defined Wide Area Network, is a virtual architecture designed to empower enterprises with the flexibility to utilise various transport services.
- [Software as a Service (SaaS)](https://www.opustech.co.uk/knowledge-hub/it/what-is-software-as-a-service/): Software as a Service (SaaS) is a cloud computing model that delivers software applications over the internet on a subscription basis. With SaaS, users can access the software and its features through a web browser.
- [Remote Backup](https://www.opustech.co.uk/knowledge-hub/it/what-is-remote-backup/): Remote backup, also known as online or cloud backup, involves securely storing data on an offsite server or cloud platform using the internet.
- [Ransomware](https://www.opustech.co.uk/knowledge-hub/it/what-is-ransomware/): Ransomware is a type of malicious software (malware) designed to encrypt a user's files or lock them out of their computer system, rendering the data inaccessible. Cybercriminals then demand a ransom, usually in the form of cryptocurrency.
- [Phishing](https://www.opustech.co.uk/knowledge-hub/it/phishing/): Phishing is a type of cyber attack in which attackers use deceptive techniques to trick individuals into providing sensitive information, such as login credentials, personal details or financial information.
- [Outsourced IT](https://www.opustech.co.uk/knowledge-hub/it/what-is-outsourced-it/): Outsourced IT refers to the practice of delegating an organisation's IT support and strategy to an Managed Service Provider. This can include services such as network management, technical support, cybersecurity, software development, and other IT-related functions.
- [Network as a Service (NaaS)](https://www.opustech.co.uk/knowledge-hub/it/what-is-network-as-a-service/): NaaS stands for Network as a Service, a cloud computing model that delivers networking services over the internet. With NaaS, businesses can subscribe to and consume networking services on a pay-as-you-go basis, similar to other cloud-based services.
- [Mimecast](https://www.opustech.co.uk/knowledge-hub/it/what-is-mimecast/): Mimecast's cloud cybersecurity services safeguard essential communications, individuals and data across email, data, and web platforms, ensuring the security of vital information.
- [Microsoft Solutions Partner](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-solutions-partner/): Microsoft Solutions Partners possess extensive technical capabilities, a commitment to skill development and training, and a proven track record of successfully delivering solutions in specific Microsoft Cloud solution areas.
- [Microsoft Exchange](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-exchange/): Microsoft Exchange is a messaging and collaborative platform developed by Microsoft. It provides a set of applications and services for email, calendaring, task management, contact management, and more.
- [Microsoft 365](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-365/): Microsoft 365 is a comprehensive suite of cloud-based productivity tools and services provided by Microsoft. It integrates several applications and services to empower users with a unified platform for communication, collaboration, and productivity.
- [Managed Service Provider (MSP)](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-managed-service-provider/): A Managed Service Provider (MSP) is a third-party company that delivers a range of IT services and support to businesses, typically on a subscription or outsourcing model.
- [Managed Service Security Provider (MSSP)](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-managed-service-security-provider/): A Managed Security Service Provider (MSSP) is a specialised third-party company that offers comprehensive cybersecurity services to organisations.
- [Managed IT](https://www.opustech.co.uk/knowledge-hub/it/what-is-managed-it/): Managed IT is when a business chooses to outsourcing their IT infrastructure, support, services, and systems to a third-party provider, known as a Managed Service Provider (MSP).
- [Managed Cloud](https://www.opustech.co.uk/knowledge-hub/it/what-is-managed-cloud/): Managed Cloud is a cloud computing service model where a third-party provider takes responsibility for the management, security, and optimisation of cloud infrastructure on behalf of the client.
- [Malware](https://www.opustech.co.uk/knowledge-hub/it/what-is-malware/): Malware is typically any software specifically designed to harm, exploit, or compromise computer systems, networks, or user devices.
- [IT Strategy](https://www.opustech.co.uk/knowledge-hub/it/what-is-an-it-strategy/): An IT strategy refers to a comprehensive plan outlining how organisations use information technology to achieve its business objectives.
- [IT Service Desk](https://www.opustech.co.uk/knowledge-hub/it/what-is-an-it-service-desk/): An IT service desk, also known as a help desk, serves as a centralized point of contact within an organization, providing support and assistance to end-users facing IT-related issues or service requests.
- [IT Outsourcing](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-outsourcing/): IT outsourcing refers to the practice of contracting out certain information technology functions or services to external service providers.
- [IT Infrastructure](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-infrastructure/): IT infrastructure refers to the collection of hardware, software, networks, facilities, and other components that support the overall operation and functionality of an organisation's IT environment.
- [IT Governance](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-governance/): IT Governance refers to the framework of policies, processes and decision-making structures that guide and ensure the effective and efficient use of information technology (IT) within an organisation.
- [IT Glue](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-glue/): IT Glue is a cloud-based IT documentation platform designed to help managed service providers (MSPs) and IT professionals organise, centralise and streamline their IT documentation.
- [IT Consultancy](https://www.opustech.co.uk/knowledge-hub/it/what-is-it-consultancy/): IT consultancy refers to the professional service provided by experts in the field of information technology.
- [Infrastructure as a Service](https://www.opustech.co.uk/knowledge-hub/it/what-is-infrastructure-as-a-service/): Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualised computing resources over the internet.
- [Hybrid Backup](https://www.opustech.co.uk/knowledge-hub/it/what-is-hybrid-backup/): Hybrid backup refers to a data backup strategy that combines elements of both local (on-premises) and cloud-based backup solutions.
- [Firmware](https://www.opustech.co.uk/knowledge-hub/it/what-is-firmware/): Firmware is a software that is embedded in electronic devices to control and manage the device's specific hardware.
- [Firewalls](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-firewall/): A firewall is a network security system designed to monitor, control, and manage incoming and outgoing network traffic based on predetermined security rules.
- [Exclaimer](https://www.opustech.co.uk/knowledge-hub/it/what-is-exclaimer-emails-signature-software/): Exclaimer ensures compliant Exchange signatures across various devices. It seamlessly incorporates signatures into all emails processed through Exchange, regardless of the email client or the device used.
- [Ethernet](https://www.opustech.co.uk/knowledge-hub/it/what-is-ethernet/): Ethernet is a widely used technology for connecting computers, servers, routers, switches, and other network devices within a local area network (LAN) or, more broadly, in a larger network infrastructure.
- [Enterprise Mobility Management (EMM)](https://www.opustech.co.uk/knowledge-hub/it/what-is-enterprise-mobility-management/): Enterprise Mobility Management (EMM) is a set of technologies, processes, and policies designed to manage and secure mobile devices, networks, and apps within a business.
- [Endpoint Protection](https://www.opustech.co.uk/knowledge-hub/it/what-is-endpoint-protection/): Endpoint protection involves safeguarding devices such as workstations, servers, and other susceptible devices equipped with a security client from potential malicious threats and cyberattacks.
- [Email Security](https://www.opustech.co.uk/knowledge-hub/it/what-is-email-security/): Email security involves implementing measures to safeguard email communication systems from cyber threats and unauthorised access.
- [Edge Security](https://www.opustech.co.uk/knowledge-hub/it/what-is-edge-security/): Edge security is focused on protecting the entry and exit points of a network, where data traffic enters or leaves an organisation.
- [Dynamics 365](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-dynamics-365/): Microsoft Dynamics 365 is a suite of intelligent business applications, integrating Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) to optimise overall business operations through AI-driven insights.
- [Defender](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-defender/): Microsoft Defender is a comprehensive antivirus and anti-malware software designed to provide real-time protection against various threats such as viruses, malware, spyware, and other malicious software.
- [Dark Web Monitoring](https://www.opustech.co.uk/knowledge-hub/it/what-is-dark-web-monitoring/): Dark Web Monitoring proactively searches and closely monitors information circulating on the dark web. This involves identifying compromised or leaked data, including stolen passwords, credentials, IP, and other highly sensitive information.
- [Cyber Security Audit](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-cyber-security-audit/): A cyber security audit systematically reviews an organisation's information systems, processes and policies to assess cybersecurity measures. The goal is to identify vulnerabilities, assess compliance with security standards and ensure that protective measures are in place.
- [Cyber Security](https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-security/): Cyber security is the practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks.
- [Cyber Essentials Plus](https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-essentials-plus/): Cyber Essentials Plus involves a two-step process: initiating the online assessment and undergoing a subsequent technical systems audit by an accredited assessor.
- [Cyber Essentials](https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-essential/): Cyber Essentials is a robust, government-endorsed initiative designed to safeguard businesses of all sizes from a diverse range of common cyber threats.
- [Cloud Migration](https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-migration/): Cloud computing is a technology paradigm that provides computing services over the internet, eliminating the need for physical hardware ownership. The benefits of cloud computing are substantial.
- [Cloud Computing](https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-computing/): Cloud computing is a technology paradigm that provides computing services over the internet.
- [Cloud Backup](https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-backup/): Cloud backup refers to the practice of securely storing copies of important data and files in an offsite server or data centre hosted by a third-party service provider.
- [Cisco Meraki Networking](https://www.opustech.co.uk/knowledge-hub/it/what-is-cisco-meraki-networking/): Cisco Meraki is a cloud-managed networking platform that includes wireless access points, security appliances, cloud-managed switches, SD-WAN solutions, endpoint management, security cameras, and location analytics.
- [Business Continuity Plan (BCP)](https://www.opustech.co.uk/knowledge-hub/it/what-is-a-business-continuity-plan/): Business continuity planning refers to an organisation's capability to maintain critical functions, operations, and services during and after disruptions or emergencies. It involves strategic planning to ensure a swift and effective response to unforeseen events.
- [Disaster Recovery](https://www.opustech.co.uk/knowledge-hub/it/what-is-disaster-recovery/): Disaster recovery encompasses a comprehensive set of strategies and processes geared towards the swift and efficient restoration of IT systems, data, and operations following a disruptive event.
- [Backup](https://www.opustech.co.uk/knowledge-hub/it/what-is-secure-backup/): Secure backup systematically and securely copies and stores data to prevent loss and facilitate recovery in case of accidental deletion, data corruption, hardware failure, or other unforeseen events.
- [Azure Virtual WAN](https://www.opustech.co.uk/knowledge-hub/it/what-is-azure-virtual-wan/): Azure Virtual WAN is a networking service provided by Microsoft Azure, offering a streamlined and automated solution for connecting branch offices, data centres, and the Azure cloud.
- [Azure Virtual Desktop (AVD)](https://www.opustech.co.uk/knowledge-hub/it/what-is-azure-virtual-desktop/): Azure Virtual Desktop is a cloud-based desktop and application virtualisation service. It enables users to access a virtualised Windows experience from virtually any device, enabling a flexible and scalable approach to desktop computing.
- [Azure](https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-azure/): Microsoft Azure is a comprehensive cloud computing platform and service. It delivers an extensive range of cloud services, empowering businesses to build, deploy, and manage applications and services through Microsoft's global network of data centres.
- [Active Directory](https://www.opustech.co.uk/knowledge-hub/it/what-is-active-directory/): Active Directory (AD) is a directory service developed by Microsoft that functions as a centralised and standardised system for managing and organising information about network resources, such as computers, users, groups, printers, applications, and other devices.
- [Acronis](https://www.opustech.co.uk/knowledge-hub/it/what-is-acronis-backup/): Acronis Backup is designed to safeguard critical data, applications, and systems from data loss, cyber threats, and other disasters.
- [WiFi Calling](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-wifi-calling/): WiFi calling enables users to make and receive phone calls over a WiFi network rather than relying on a cellular network. This technology is especially useful in situations where cellular signal strength is weak or unavailable, but a stable WiFi connection is present.
- [Visual Voicemail](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-visual-voicemail/): Visual voicemail is a feature available on many smartphones that provides a visual interface for accessing voicemail messages. Unlike traditional voicemail systems, visual voicemail enables users to view their voicemails on their device's screen.
- [Teams Phone Mobile](https://www.opustech.co.uk/knowledge-hub/mobile/what-are-the-features-of-teams-phone-mobile/): Microsoft Teams Phone Mobile enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams and Phone System, and is exclusively available on EE.
- [Talk Time](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-talk-time/): Talk time refers to the total duration or amount of time a mobile phone can be used for voice calls on a fully charged battery. It represents the maximum time a user can spend making or receiving phone calls before the battery is depleted.
- [SIM lock](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-sim-lock/): A SIM lock is a restriction placed on a mobile phone by the device's carrier or service provider. When a phone is SIM-locked, it can only be used with a SIM card from the carrier that imposed the lock.
- [Mobile Signal Strength](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-signal-strength/): Mobile signal strength refers to the measurement of the wireless signal's power or intensity received by a mobile device from a cellular network.
- [Service Provider](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-service-provider/): A mobile service provider offers mobile communication services to users. These services include voice calling, text messaging, and data connectivity through mobile devices.
- [Service Plan](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-business-mobile-service-plan/): A business mobile service plan, often referred to simply as a mobile plan or phone plan, is a subscription-based service offered by mobile network operators to customers for using their mobile devices, such as smartphones or tablets.
- [PAC Code](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-pac-code/): A PAC (Porting Authorisation Code) is a unique code provided by your current mobile network operator when you want to switch your mobile number to a different network.
- [PUK Code](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-puk-code/): A Personal Unlocking Key (PUK) code is a unique code assigned to a mobile phone's SIM card. It is used to unlock the SIM card if it becomes locked due to multiple incorrect PIN entries.
- [Multi Network SIM](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-multi-network-sim/): Multi-network SIM cards offer a solution by accessing multiple or all the available networks within a given area. Unlike traditional single-network SIM cards, they are not bound to a specific network.
- [Mobile Phone Contract](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-phone-contract/): A mobile phone contract, often referred to as a mobile phone plan or contract plan, is a subscription-based agreement between a mobile service provider and a customer.
- [Mobile Network](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-network/): A mobile network enables mobile devices to communicate wirelessly with each other and connect to the internet, allowing users to make calls, send messages, and access various online services.
- [Mobile Voice Recording (MVR)](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-voice-recording-mvr/): MVR is a a network-based mobile voice recording service developed by industry leaders EE plays a crucial role in meeting regulatory requirements outlined by the FCA, the Dodd-Frank Act, and the MiFID directive.
- [Mobile Threat Defense (MTD)](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-threat-defense/): Mobile Threat Defense (MTD) tools are specialised security tools created to identify and shield mobile devices from cyber threats. These tools assess app traits, respond to threats instantly, and offer visibility into the risk level of all connected devices.
- [Mobile Security](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-security/): Mobile security involves safeguarding wireless computing devices from threats like malware, theft, and data breaches.
- [Mobile Device Management (MDM)](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-device-management-mdm/): Mobile Device Management (MDM) is a type of software solution that allows organisations to manage and control mobile devices such as smartphones and tablets used by their employees.
- [Mobile Carrier](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-carrier/): A mobile carrier, also known as a wireless carrier, mobile operator, or telecommunications service provider, is a company that provides mobile communication services to users.
- [Mobile Application Management (MAM)](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-application-management-mam/): Mobile Application Management (MAM) refers to the set of processes and technologies used by organisations to control and secure the lifecycle of mobile applications (apps) on users' devices.
- [Microsoft Intune](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-microsoft-intune/): Microsoft Intune is a cloud-based service that falls under the category of Enterprise Mobility Management (EMM) and Mobile Device Management (MDM) solutions.
- [iOS](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-ios/): iOS is the iPhone operating system crafted for compatibility with Apple's multitouch devices. This mobile operating system facilitates input through direct manipulation and recognises a range of user gestures, including pinching, tapping, and swiping.
- [Internet of Things](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-the-internet-of-things-iot/): The Internet of Things (IoT) refers to the network of interconnected physical devices or "things" that communicate and exchange data with each other through the internet.
- [International Roaming](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-international-roaming/): International roaming allows mobile phone users to make and receive calls, send text messages, and use data services while traveling outside their home country. When overseas, their device connects to a foreign mobile network.
- [IMEI number](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-imei-number/): An IMEI number is a unique 15-digit number that serves as a distinct identifier for mobile phones. The IMEI number is assigned to each device by the device manufacturer and is used to track and identify mobile devices on cellular networks.
- [Handset](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-handset/): A mobile handset is a portable electronic device used for wireless communication. It is a key component of the mobile communication system and allows users to make and receive phone calls, send text messages, and access mobile services.
- [eSIM](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-an-esim/): An eSIM, or embedded SIM, is a type of SIM card that is embedded directly into a device, such as a smartphone, tablet, or smartwatch, eliminating the need for a physical, removable SIM card.
- [Mobile Data](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-data-and-how-does-it-work/): Mobile data is the wireless transmission of digital information between mobile devices and the internet or other networks. This enables users to access the internet and communicate through applications on their mobile devices without requiring a fixed physical connection.
- [Dual Sim Card](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-dual-sim-card/): A dual SIM card refers to a mobile device or phone that is equipped with two SIM card slots, allowing the device to support and operate with two separate SIM cards simultaneously.
- [Coverage](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-network-coverage/): Mobile network coverage refers to the geographical extent or reach of a mobile telecommunications network, indicating the areas where mobile devices can connect to and utilise the services provided by the network.
- [Calling Plan](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-calling-plan/): A mobile calling plan, also known as a mobile phone plan or mobile service plan, is a subscription-based service offered by a telecommunications provider that allows users to make voice calls, send text messages, and use data on their mobile devices.
- [Bluetooth](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-bluetooth/): Bluetooth is a technology that enables devices to communicate wirelessly. Operating on short-range radio frequency, any device equipped with Bluetooth can communicate as long as it remains within the specified distance.
- [Android](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-an-android-mobile-device/): An Android mobile device refers to a smartphone, tablet, or other portable device that runs on the Android operating system (OS). Android is a mobile operating system and one of the most widely used operating systems for mobile devices globally.
- [Airtime](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-airtime/): Mobile airtime refers to the amount of time for which a mobile phone user can make voice calls, send text messages, or use data services on their device. As users make calls or send texts, the corresponding amount of airtime is deducted from their prepaid balance.
- [5G](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-5g/): 5G is the 5th generation mobile network. 5G delivers higher multi-Gbps peak data speeds, ultra low latency, more reliability, massive network capacity, increased availability, and a more uniform user experience to more users.
- [4G](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-4g/): 4G is the fourth generation of cellular technology that was deployed on mobile networks and across mobile phones. It has since been replaced by 5G.
- [3G](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-3g/): 3G is the third generation of cellular technology that was deployed on mobile networks and across mobile phones. It has since been replaced by 4G and 5G.
- [GPRS](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-gprs/): GPRS, or General Packet Radio Service, was a notable advancement in mobile data services within the context of 2.5G technology. It was an improvement over traditional circuit-switched data services utilised in 2G networks.
- [2G](https://www.opustech.co.uk/knowledge-hub/mobile/what-is-2g/): Launched in 1991, 2G transitions analogue to digital communication standards. Although both 1G and 2G employ digital signalling to link radio towers with the broader mobile infrastructure, 2G introduces digital data services for mobile devices.
- [VoIP](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-voip-telephony/): Voice over Internet Protocol (VoIP) telephony is a technology that enables voice communication and multimedia sessions over the internet rather than traditional telephone networks.
- [Voicemail to Email](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-voicemail-to-email/): Voicemail to email is a feature of VoIP phone systems that directs voicemail messages to your email inbox as audio files.
- [VLAN](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-vlan/): A Virtual LAN (VLAN) is a logical overlay network that categorises a subset of devices sharing a physical LAN, effectively segregating the traffic for each specific group.
- [UCaaS](https://www.opustech.co.uk/knowledge-hub/telecoms/what-does-ucaas-mean/): Unified Communications as a Service (UCaaS), consolidates applications and services such as calling, chatting, video, and audio conferencing into a single platform hosted in the cloud.
- [Toll Fraud](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-toll-fraud/): Toll fraud is a prevalent form of organised crime. Whether your telephony system is analog, digital, or IP-based, criminals utilise sophisticated software to breach passwords, bypass firewalls, and infiltrate your phone system.
- [Softphone](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-softphone/): Softphones are phone systems that operate over the internet and can be used on any connected device. They enable users to place phone calls through the internet, eliminating the requirement for specialised hardware.
- [SIP Trunks](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-sip-trunk/): Modern SIP trunking refers to a virtual link between your PBX and the standard phone network (the PSTN), using an internet connection. A SIP trunk refers to a bundle of phone lines shared between users.
- [SIP Channel](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-sip-channel/): SIP channels represent the modernised digital counterpart to conventional phone lines. SIP channels are a dynamic solution for businesses seeking scalable and efficient communication infrastructure without the constraints of traditional wiring limitations.
- [Session Initiation Protocol (SIP)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-session-initiation-protocol-sip/): Session Initiation Protocol, known as SIP is a versatile communication protocol used for initiating and terminating multimedia sessions over the internet, including voice and video calls.
- [Session Border Controller (SBC)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-session-border-controller/): A Session Border Controller (SBC) is a network function designed to enhance the security of Voice over IP (VoIP) infrastructures.
- [PSTN](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-pstn/): PSTN is short for Public Switched Telephone Network. It is the traditional telephone system used for voice-oriented communications. It consists of multiple interconnected carriers to reliably connect people through standard phone numbers.
- [Number Porting](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-number-porting/): Number porting is the process of transferring an existing phone number to another provider. There are two types of number porting, local number porting and full mobile number porting.
- [Private Branch Exchange System (PBX)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-private-branch-exchange/): A Private Branch Exchange (PBX) is a communication system that plays a vital role in facilitating an organisation's internal and external communications. A PBX connects various communication devices, including hubs, switches and telephone adapters.
- [On Premise PBX Telephony](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-on-premise-pbx-telephony/): An on-premises phone system is established within the physical business premises, the data server for the phone system is located within your office.
- [Non Geographical Numbers (NGNs)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-non-geographic-numbers/): A non-geographic number is a type of telephone number that is not linked to any specific locality. They are virtual numbers such as 0800, 0845
- [Microsoft Teams Direct Routing](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-teams-direct-routing/): Direct Routing enables you to connect your on-premises telephony infrastructure to Microsoft Teams Phone. Teams users can use Direct Routing to connect to the Public Switched Telephone Network (PSTN).
- [Microsoft Teams](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-teams/): Microsoft Teams is a collaboration platform within Microsoft 365 that brings together communication, meetings, file sharing, and app integration in one centralised hub.
- [Microsoft Business Voice](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-business-voice/): Microsoft 365 Business Voice is a cloud-based phone system integrated with Microsoft Teams, serving as a contemporary alternative to traditional phone systems.
- [Leased Line](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-leased-line/): Leased lines are dedicated communication links rented by businesses for reliable and fast connectivity. Unlike regular internet, leased lines offer symmetrical speeds, ensuring consistent upload and download performance.
- [Latency](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-latency/): Latency pertains to the interval between a user initiating an action on a network or web application and the moment they receive a response.
- [LAN](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-local-area-network-lan/): A Local Area Network (LAN) refers to a cluster of interconnected computing devices situated within a confined area, typically sharing a centralised Internet connection.
- [IVR](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-ivr/): IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs.
- [ISDN](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-isdn/): ISDN is a set of communication standards for the simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network (PSTN).
- [IP Telephony](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ip-telephony/): IP telephony, also known as Voice over Internet Protocol (VoIP), refers to the technology that enables voice communication and multimedia sessions over the internet using the Internet Protocol (IP).
- [IP Address](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-ip-address/): An IP address, short for Internet Protocol address, is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication.
- [Hunt Group](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-hunt-group/): A hunt group or ring group enables incoming calls to a single phone number or extension to be distributed among a group of several phone lines or extensions.
- [Hosted Telephony](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-hosted-telephony/): Hosted telephony is where your phone system is housed in the cloud, rather than in your office. It is ideal for small and large businesses, call centres and customer support departments.
- [HD Voice](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-high-definition-voice/): HD Voice is an advanced audio technology available that enhances call quality by minimising background noise, resulting in clearer and more refined audio during your phone calls.
- [Geographical Numbers](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-geographical-number/): Geographic numbers are the normal way of numbering landlines and denote your location. So that in the old telecommunication world, a 0208 number is fixed to London and a 01273 number is fixed to Brighton.
- [Gamma Horizon](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-gamma-horizon/): Gamma Horizon provides a range of unified communications services, including voice, video, messaging, and collaboration tools, delivered over the internet.
- [Fibre to the Cabinet (FTTC)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-fibre-to-the-cabinet-fttc/): Fibre to the Cabinet (FTTC), is a broadband internet connection that combines fibre-optic technology and traditional copper cables to deliver high-speed internet to homes and businesses.
- [Fibre Broadband](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-fibre-broadband/): Fibre broadband represents a high-speed internet connection, surpassing alternative options in speed and reliability.
- [Ethernet over Fibre To The Cabinet (EoFTTC)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ethernet-over-fibre-to-the-cabinet/): Ethernet over Fibre To The Cabinet (EoFTTC) is a solution that serves as a bridge between standard broadband services and dedicated Ethernet connectivity.
- [Ethernet in the First Mile (EFM)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ethernet-in-the-first-mile-efm/): Ethernet in the First Mile (EFM), is designed to deliver a fast and dependable Internet connection tailored for expanding businesses.
- [DSL](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-dsl/): DSL or Digital Subscriber Line/Loop, is a high-speed internet connection accessed via Wi-Fi or an ethernet cable through a modem.
- [Direct Routing](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-direct-routing/): Direct Routing connects the Microsoft Phone System and the Public Switched Telephone Network (PSTN), facilitating the routing of calls through an established or new third-party telephony provider.
- [DDI Number](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-ddi-telephone-number/): DDI (Direct-Dial-In) numbers are a direct and efficient way for callers to reach specific extensions without the need for intermediary services like a switchboard or automated menu system.
- [CPaaS](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cpaas/): Communications Platform as a Service CPaaS is a cloud-based platform that empowers developers to integrate real-time communications features into their applications without the necessity of constructing backend infrastructure and interfaces.
- [Conference Bridge](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-conference-bridge/): A conference bridge is a method of conducting remote meetings through a business phone system. It enables employees to join virtual meetings by dialling in from a phone.
- [Cloud Telephony](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cloud-telephony/): Cloud telephony, also known as cloud calling, falls under the category of Unified Communications as a Service (UCaaS)
- [Cloud Calling](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cloud-calling/): Cloud calling, also known as cloud-based calling or cloud telephony, refers to the delivery of voice communication services over the internet, utilising cloud infrastructure.
- [Click to Call](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-click-to-call/): Click to call is a feature that enables users to initiate a phone call with a company representative directly from a website or application while they are actively browsing.
- [Call Routing](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-routing/): Call routing is a function within business phone systems that manages incoming calls by placing them in a queue and subsequently directing them to a designated individual or a predefined group.
- [Circular Call Routing](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-circular-call-routing/): Circular call routing is a method of distributing calls where calls are directed to agents in a predetermined sequence.
- [Carriers](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-telecoms-carrier/): A carrier is a telecoms or service provider that operates the infrastructure required for transmitting communication signals, connecting users within a network or across different networks.
- [Call Transfers](https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-call-transfers/): Call transfers, also known as call forwarding, involve the procedure of redirecting an incoming call to an alternative phone or messaging system.
- [Call Traffic](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-traffic/): Call traffic refers to the volume of telephone calls occurring within a specific telecoms network or system during a given period. It measures the no. of calls being initiated, received, or in progress.
- [Call Tracking](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-tracking/): Call tracking software enables marketers to tie customers' digital journeys to phone calls using online data collection to determine what activity the call is attributed to.
- [Call Recording](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-recording/): Call recording captures and stores voice conversations from an audio source. This feature allows for the recording of active calls or conference calls, preserving the recording for future reference or documentation.
- [Call Queues](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-queue/): Call queues direct callers to individuals within your organization who can address specific issues or enquiries. Calls are distributed individually to queue members, referred to as agents.
- [Call Pattern Analysis](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-pattern-analysis/): Call Pattern Analysis examines the calls originating from one or more phones to detect commonly dialled numbers or unique call patterns during specific times.
- [Call Menu](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-menu/): A call menu (commonly referred to as an auto attendant or IVR) gives your callers a number of options to choose from when they call.
- [Call Logging](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-logging/): Call logging involves collecting data that specifically captures details such as the source of telephone call initiation, the intended recipient, call duration, and other relevant characteristics of the call.
- [Call Forwarding](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-forwarding/): Call forwarding is a telephony function that enables the rerouting or forwarding of incoming calls to an alternate phone number.
- [Call Divert](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-divert/): Call divert is a telecommunications feature that allows incoming calls to be redirected to another number or voicemail, and is available on most modern devices.
- [Call Detail Record (CDR)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-detail-record-cdr/): Call Detail Records (CDRs) are data records that contain information about telephone calls or text messages, including time and date, caller information, duration and type of call.
- [Call Barring](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-barring/): Call barring allows users to restrict certain types of calls from being made or received, providing control over phone usage and preventing the unauthorised use of telephone services.
- [Call Analytics](https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-call-analytics/): Call analytics gather and analyse information from incoming phone calls. This encompasses data related to call tracking, such as the caller's name, phone number, and the promotional source that led to the call.
- [Broadband](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-business-broadband/): Business broadband is a type of internet connection service specifically designed to meet the needs of businesses. It provides a high-speed and reliable internet connection.
- [Bring Your Own Carrier (BYOC)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-does-bring-your-own-carrier-mean/): BYOC is a telecommunications model where businesses bring their own carrier to a cloud-based communications platform to have more control over their infrastructure and choose the carrier that best meets their needs.
- [Bearer Channel](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-bearer-channel/): A bearer channel is a dedicated communication channel used to carry data or voice signals, and is a critical component of modern telecommunication networks.
- [Bandwidth](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-bandwidth/): Bandwidth is the amount of data that can be transmitted over a network or communication channel in a given amount of time.
- [8x8 Unified Communications](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-8x8-unified-communications/): The 8x8 unified communications platform includes voice communication features like VoIP, supporting video conferencing and messaging for real-time communication.
- [Auto Attendant](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-auto-attendant/): Auto-attendant also known as an automated attendant system or virtual receptionist, is a telephony term referring to a voice menu system.
- [Authentication](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-authentication/): Authentication is the process of verifying the identity of a user or system to ensure that only authorised individuals or systems are granted access to resources.
- [Audio](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-audio/): Audio is the transmission and reception of sound waves through electronic devices and is essential for various industries, including music, film, broadcasting, telecommunications, and gaming.
- [Analogue Telephone Adapter (ATA)](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-analogue-telephone-adapter/): The Analogue Telephone Adapter ATA transforms the analog signal from a phone into a digital format during transmission and converts the digital signal back to analog during reception.
- [Asynchronous Communication](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-asynchronous-communication/): Asynchronous communication is where information exchange occurs without real-time interaction, such as email, online forums, and collaborative documents, offering flexibility and convenience for participants to engage at their own pace.
- [Analogue](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-analogue-telecoms/): An analog telephone line facilitates the linking of analog devices, such as telephones, modems, or fax machines to the telephone network.
- [ADSL](https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-adsl/): ADSL (Asymmetric Digital Subscriber Line) is a technology that enables rapid data transmission with high bandwidth over conventional copper wire telephone lines.
- [Mobile](https://www.opustech.co.uk/knowledge-hub/mobile/): Our Mobile glossary contains all the related terminology specific to business mobile solutions and mobile security.
- [IT](https://www.opustech.co.uk/knowledge-hub/it/): Our IT glossary contains all the related terminology IT consultancy and Microsoft 365 solutions.
- [Telecoms](https://www.opustech.co.uk/knowledge-hub/telecoms/): Our telecoms glossary contains all the related terminology specific to telephony and connectivity solutions.
- [Cirrus Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-cirrus-contact-centre/): Cirrus is a market leading contact centre vendor in the UK. Their omnichannel contact centre solutions boast a wealth of features and functionality.
- [Closed Loop Feedback](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-closed-loop-feedback-in-a-contact-centre/): Closed-loop feedback is the process of acting on direct or indirect customer feedback collected from customer surveys, contact centre interactions, and social media comments.
- [Cloud Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-cloud-contact-centre/): A cloud contact centre is powered by cloud based software rather than on-premise hardware and manages both inbound and outbound enquiries.
- [Contact Centre Agent](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-agent/): A contact centre agent is the person who answers inbound calls or makes outbound calls in a contact centre.
- [Contact Centre Analytics](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-analytics/): Contact centre analytics collect, measure and analyse customer data within a contact centre to reveal insights and turn these into actionable insights.
- [Cost Per Contact (CPC)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-cost-per-contact-in-a-contact-centre/): By tracking the Cost Per Contact (CPC), contact centres can optimise their operations, reducing costs and improve customer experience.
- [Customer Acquisition Cost (CAC)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-acquisition-cost/): Customer Acquisition Cost (CAC) is an indicator of the effectiveness of a company's endeavours in securing new customers.
- [Customer Engagement](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-contact-centre-customer-engagement/): Customer engagement encompasses all interactions a company has with a customer and their impact on the customer's thoughts and feelings towards the company.
- [Customer Experience Management (CEM)](https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-customer-experience-management-cem/): Customer Experience Management (CEM) manages, monitors and refines customer touchpoints to provide customers with an optimised experience.
- [Customer Effort Score (CES)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-effort-score-in-a-contact-centre/): Customer effort score (CES) measures the amount of effort a customer had to expend to get an issue resolved or a question answered.
- [Customer Experience Metrics](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-customer-experience-metrics/): Customer Experience Metrics are the measure of customer sentiment towards an organisation. NPS, CSAT, CLTV and churn are some of these metrics.
- [Customer Feedback](https://www.opustech.co.uk/knowledge-hub/contact-centre/how-to-gain-customer-feedback-in-a-contact-centre/): Customer feedback is something frequently obtained by a contact centre. This could be from CSAT surveys, Net Promoter or sentiment analysis.
- [Customer Intelligence](https://www.opustech.co.uk/knowledge-hub/contact-centre/how-to-use-customer-intelligence-within-a-contact-centre/): Customer intelligence is the process of using intelligence data to identifying the best way of interacting with them in order to deliver a better experience.
- [Customer Journey Mapping](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-customer-journey-mapping/): Customer journey mapping helps contact centres gain a comprehensive understanding of the paths customers take when seeking assistance. This includes phone calls, live chats, email enquiries, and self-service options.
- [Customer Journey Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-journey-management-in-a-contact-centre/): The customer journey is a series of touchpoints that customers take when interacting with an organisation, it can be closely managed.
- [Customer Loyalty](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-loyalty/): Customer loyalty refers to the deep sense of allegiance that customers develop towards a business. It is characterised by long-term relationships and a willingness to continue to do business.
- [Customer Satisfaction (CSAT)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-satisfaction-in-a-contact-centre-csat/): Customer satisfaction (CSAT) is measured in a contact centre to determine how well agents are is satisfying its customers with the service they provide.
- [Customer Experience Interaction (CXi)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-customer-experience-interaction-cxi/): Customer Experience Interaction (CXi) is a holistic approach to managing all customer interactions from any starting point across the entire customer journey, regardless of whether those interactions involve the contact centre.
- [Dashboard](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-dashboard/): A performance dashboard in a contact centre is a visual tool that provides real-time or near-real-time data and key performance indicators (KPIs) in an easily digestible format.
- [Customer Experience Analytics](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-customer-experience-analytics/): Customer experience analytics are the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey.
- [Dialler](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-dialler-in-a-contact-centre/): A dialler is a contact centre software that automates the process of dialling customer phone numbers and efficiently recording the results of these calls. Diallers are capable of disseminating pre-recorded messages via interactive voice response (IVR), push notifications, and SMS.
- [Employee Engagement](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-employee-engagement/): Employee engagement within a contact centre refers to the level of commitment, motivation, and emotional connection that employees have with their work, their team, and the overall goals and mission of the contact centre.
- [First Contact Resolution (FCR)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-first-contact-resolution-in-a-contact-centre/): First Contact Resolution (FCR) serves as a critical metric in contact centres, quantifying the percentage of customer interactions that successfully resolve the issue during the initial contact.
- [Five9 Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-five9-contact-centre/): Five9 are a global contact centre vendor who supply a wide range of CCaaS solutions. Opus are an accredited Five9 partner.
- [Hosted Call Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-hosted-call-centre/): A hosted call centre, also known as a cloud-based call centre or virtual call centre, is where the call centre infrastructure is hosted and managed by a third-party service provider in a cloud-based environment.
- [Inbound Call Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-inbound-call-centre/): An inbound call centre is a type of contact centre where the primary function is to receive and handle incoming calls from customers, clients, or individuals seeking assistance.
- [KMS Lighthouse](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-kms-lighthouse-for-contact-centre/): KMS Lighthouse is a knowledge management system used by contact centres to help organisations efficiently create, organise, and deliver knowledge to agents.
- [Knowledge Management System (KMS)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-knowledge-management-system/): A Contact Centre Knowledge Management System, is a software solution or platform that is designed to centralise, organise, and manage useful resources used by contact centre agents.
- [Leaderboards](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-leaderboards/): Leaderboards show contact centre agents where they stand compared to their peers on important Key Performance Indicators (KPIs).
- [Microsoft Teams Integration](https://www.opustech.co.uk/knowledge-hub/contact-centre/microsoft-teams-integration-in-a-contact-centre/): Integrating Microsoft Teams with a cloud contact centre offers numerous advantages for organisations. It streamlines communication and collaboration, improving customer service efficiency.
- [Mitel Contact Centres](https://www.opustech.co.uk/knowledge-hub/contact-centre/mitel-contact-centres/): Opus are one of the largest Mitel platinum partners in the UK who specialise in the implementation of Mitel contact centre solutions.
- [Moment of Truth](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-moment-of-truth-in-a-contact-centre/): The moment of truth in contact centres refers to any touchpoint along the customer journey where there is potential to change a customer’s perception of the organisation.
- [Natural Language Processing (NLP)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-natural-language-processing/): Natural Language Processing (NLP) in a contact centre involves using advanced AI technology to interpret and process human language.
- [Omnichannel Customer Journey](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-omnichannel-customer-journey/): An omnichannel customer journey is the path or series of interactions that a customer takes when engaging with a brand, product, or service across multiple channels and touchpoints.
- [Omnichannel Customer Service](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-omnichannel-customer-service/): Omnichannel customer service is aimed at creating a seamless and unified experience for customers across various communication channels.
- [Omnichannel](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-omnichannel-contact-centre/): %%excerpt%%
- [Omnichannel Routing](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-omnichannel-routing-in-a-contact-centre/): Omnichannel routing in a contact centres enables the intelligent and efficient distribution of customer enquiries, interactions, or requests across multiple communication channels and agents or resources.
- [On-Premises Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-on-premises-contact-centre/): An on-premises contact centre provides onsite communication hardware, operational infrastructure and dedicated communication servers.
- [Outbound Call Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-outbound-call-centre/): An outbound call centre is a type of call centre in which agents primarily make outgoing calls to customers or prospects, rather than receiving incoming calls.
- [Outbound IVR](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-outbound-ivr-in-a-contact-centre/): An Outbound IVR is a contact centre solution used to proactively distribute communications to customers.
- [Performance Management System (CCPM)](https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-performance-management-system/): A contact centre performance management system is a reporting tool that offers real-time, historical and transactional data for all contact centre roles.
- [PCI Compliance](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-pci-compliance/): PCI compliance refers to adhering to the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive credit card information during customer interactions.
- [Phoneme](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-phoneme-in-a-contact-centre/): A phoneme is the smallest unit of sound in a language that can change the meaning of a word.
- [Phrase](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-phrase/): A contact centre phrase is a specific set of words or a commonly used expression that is prevalent within the context of a contact centre environment.
- [Predictive Dialler](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-predictive-dialler-in-a-contact-centre/): A predictive dialer is a telephony technology that automates outbound calls in contact centers, enhancing agent productivity and call efficiency.
- [Public Switched Telephone Network (PSTN)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-pstn/): The public switched telephone network (PSTN) is a global collection of interconnected voice-oriented public telephone networks.
- [Quality Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-quality-management/): Quality management in a contact centre is the process of ensuring customer interactions meet a defined quality standard across all channels and agents.
- [Real Time Adherence](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-real-time-adherence-in-a-contact-centre/): Real-Time Adherence (RTA) is a key performance management metric used in contact centres to measure which agents are adhering to their scheduled work activities in real-time.
- [Robotic Process Automation (RPA)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-robotic-process-automation/): Robotic process automation (RPA) is technology that uses digital "robots" to automate repetitive, rule-based tasks within a contact centre.
- [Screen Pop](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-screen-pop-in-a-contact-centre/): A screen pop is a feature in contact centre that automatically displays relevant customer or call information on an agent's computer screen when they receive an incoming call or interaction.
- [Softphone](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-softphones-in-a-contact-centre/): A contact centre softphone is a software-based telephone interface that allows agents to make and receive calls using a computer, typically connected to a headset or similar audio device.
- [SaaS](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-software-as-a-service/): Software as a Service (SaaS) provides numerous advantages when used in a contact centre environment.
- [Self Serve](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-self-serve-in-a-contact-centre/): Self serve in a contact centre context refers to customer service options that allow customers to find information, resolve issues, or perform tasks on their own without needing direct assistance from a contact centre agent.
- [Screen Recording](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-screen-recording-in-a-contact-centre/): Screen recording in a contact centre is the process of recording everything that is displayed on a computer or mobile device screen, including the actions of the agents.
- [Scheduling](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-scheduling/): Contact centre scheduling is the process of creating and managing work schedules for customer service agents and other staff who handle customer interactions.
- [Sentiment Analysis](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-sentiment-analysis-in-a-contact-centre/): Sentiment analysis is a natural language processing (NLP) technique used to determine and evaluate the sentiment or emotional tone expressed in a piece of text or spoken communication.
- [Shrinkage](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-shrinkage/): In workforce management (WFM) for contact centres and customer service operations, "shrinkage" refers to the amount of time during which employees are not available to handle customer interactions, despite being scheduled to work.
- [Speech Analytics](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-speech-analytics/): Speech analytics uses NLP and machine learning algorithms to analyse and gain insights from spoken language, including customer interactions recorded in contact centre conversations.
- [Supervisor](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-supervisor/): In a contact centre, a supervisor is a managerial role responsible for overseeing and managing the day-to-day operations of a team or group of customer service agents.
- [Text and Speech Analytics](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-text-and-speech-analytics/): Text and speech analytics play essential roles within a contact centre environment by helping organisations gain insights from customer interactions and improve their operations
- [Virtual Agent](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-virtual-agents-in-a-contact-centre/): Contact centre virtual agent's are often referred to as a chatbot or conversational AI agent. They are a software app designed to simulate human interactions and engage in conversations.
- [Virtual Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-virtual-contact-centre/): A virtual contact centre operates in a decentralised manner, with agents working from different locations, often remotely. It encompasses multiple channels beyond just calls.
- [Voice Authentication](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-voice-authentication-in-a-contact-centre/): contact centre voice authentication is a security measure that uses the unique characteristics of an individual's voice to verify their identity using biometric authentication.
- [Channels](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-channels/): Contact centre channels refer to the various communication methods or pathways through which customers can interact with the contact centre to seek assistance, ask questions, or resolve issues.
- [Contact Centre Service Level](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-service-level/): Contact centre service level is a critical performance metric that measures the efficiency and responsiveness of a contact centre in terms of answering and handling incoming customer calls within a specified time frame.
- [Automatic Call Back](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-automatic-call-back-in-a-contact-centre/): Automatic Callback in a contact centre is a feature or service that allows customers to request a callback from a customer service representative when they are unable to connect with an agent immediately.
- [Voice of the Customer (VoC)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-voice-of-the-customer-in-a-contact-centre/): Voice of the Customer (VoC) within a contact centre refers to the process of collecting and analysing customer feedback, opinions, comments to gain insights into their preferences.
- [Voice Platform](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-platform/): A voice platform in a contact centre refers to the technology infrastructure and software solutions used to manage and facilitate voice-based communications between customers and agents.
- [Voice Response Unit (VRU)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-response-unit/): A Voice Response Unit (VRU), also known as an IVR system, is a technology used in contact centres to interact and gather caller information through automated voice prompts.
- [Voice User Interface (VUI)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-user-interface/): A Voice User Interface (VUI) in a contact centre is a technology interface that allows customers and call centre agents to interact with computer systems and applications using spoken language.
- [Voiceprint](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-voiceprint-in-a-contact-centre/): A voice print in a contact centre is a unique and digitised representation of an individual's vocal characteristics and patterns, which are used for voice authentication and verification purposes.
- [Workflow](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-workflow/): A contact centre workflow refers to the set of processes, steps, and procedures that dictate how customer interactions are handled within a contact centre.
- [Workflow Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workflow-management-in-a-contact-centre/): Workflow management in a contact centre refers to the design, automation, and monitoring of processes and tasks that agents and systems follow to handle customer interactions and efficiently manage operations.
- [Workforce Engagement](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-engagement-in-a-contact-centre/): Workforce engagement in a contact centre refers to the strategies, practices, and tools used to effectively manage and motivate the workforce of call centre agents and employees.
- [Workforce Engagement Management (WEM)](https://www.opustech.co.uk/knowledge-hub/contact-centre/workforce-engagement-management-in-a-contact-centre/): Workforce Engagement Management (WEM) is a comprehensive approach to managing and optimising the performance and productivity of a contact centre's workforce, which includes call centre agents, supervisors and support staff.
- [Workforce Planning](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-planning-in-a-contact-centre/): Workforce planning in a contact centre is the strategic process of aligning the staffing and scheduling of employees, particularly call centre agents, with the anticipated demand for customer interactions.
- [Workload Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workload-management-in-a-contact-centre/): Workload management in a contact centre involves the processes and strategies used to efficiently distribute and handle the incoming workload of customer interactions eg, calls, emails, chats, and other channels.
- [UCaaS (Unified Comms as a Service)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ucaas-in-a-contact-centre/): UCaaS stands for Unified Communications as a Service. It is a cloud-based service that provides organisations with a comprehensive set of communication tools over the internet.
- [Workforce Optimisation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-optimisation-in-a-contact-centre/): Workforce optimisation (WFO) in a contact centre is set of integrated processes, tools and tech aimed at improving the efficiency, productivity, and overall performance of the call centre's workforce.
- [Workforce Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-management-in-a-contact-centre/): Workforce Management (WFM) is a set of processes and tools used by organisations to optimise their workforce's productivity and efficiency. It involves activities such as planning, scheduling, staffing, and monitoring the workforce.
- [Text to Speech (TTS)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-text-to-speech-in-a-contact-centre/): Contact centre IVR systems use Text To Speech TTS to provide customers with information or to confirm what callers have entered into the IVR.
- [LiveChat](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-livechat-in-a-contact-centre/): Livechat is an online tool for users to instantly talk to agents through text, you can easily integrate Livechat with an omni-channel contact centre.
- [Interactive Voice Response IVR](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-interactive-voice-response-ivr/): Interactive Voice Response (IVR) is an automated telephony system that enables interaction between callers and a computerised voice system through the use of voice or touch-tone keypad inputs.
- [Call Recording](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-call-recording/): With call recording, the conversation between a customer and an agent in a contact centre is recorded so that it can be stored, retrieved and evaluated, according to business needs.
- [Contact Centre as a Service (CCaaS)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-as-a-service-ccaas/): CCaaS stands for Contact Centre as a Service. It is a cloud-based solution that provides organisations with the technology and tools needed to operate and manage their contact centre operations over the internet.
- [Automatic Call Distribution (ACD)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-automatic-call-distribution-acd/): ACD is know as automatic call distribution. Its a system within a contact centre that automatically receives incoming calls and distributes them to an available agent.
- [Escalation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-escalation/): An escalation in a contact centre refers to the process of transferring a customer's enquiry or issue to a higher level of support or management.
- [Wallboard](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-wallboard/): A call centre wallboard, often referred to as a dashboard is a visual information display system used in contact centres to provide real-time metrics related to call centre operations.
- [Net Promoter Score](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-net-promoter-score/): Net Promoter Score is a metric that measures customer loyalty and satisfaction with an organisations. It is commonly measured in contact centres.
- [Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre/): A contact centre is a centralised department within an organisations that handles a wide range of customer interactions and enquiries through various communication channels.
- [Touchpoint](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-touchpoint/): A customer touchpoint within a call or contact centre refers to any interaction or point of contact between a customer and the call centre.
- [Prompts](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-prompts/): A contact centre prompt refers to a pre-recorded audio message or script that is played to callers or customers during their interactions with a contact centre.
- [Abandoned Calls](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-abandoned-calls-in-a-contact-centre/): Abandoned calls in a contact centre are when a contact waits but hangs up before transfer or when the predictive dialler ends a call because the system or agent couldn't connect.
- [Contact Centre Outsourcing](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-outsourcing/): An outsourced call centre is a third party that provides customer support, sales, and other call centre services on behalf of another organisations.
- [Capacity Planning](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-capacity-planning-in-a-contact-centre/): Capacity planning is a strategic process used by contact centres to ensure that they have the right amount of resources, including personnel, equipment, and infrastructure, to meet current and future demands efficiently and effectively.
- [Caller](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-caller/): In the context of a contact centres, a caller refers to an individual who initiates an inbound call to the contact centre. Contact centres enable the caller to help themselves through a self-service process or via a live agent.
- [Call Volume](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-call-volumes/): Call volume is a measure of how many inbound calls are coming into a contact centre at any given point of time.
- [Call Time](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-call-time/): Call time is the duration a caller spends with a contact centre agent. It typically includes both talk and hold time.
- [Call Recorder](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-recorder/): %%excerpt%%
- [Call Queues](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-call-queues/): A call queue is a feature used in call centres and customer service operations to manage and organise incoming phone calls.
- [Call Distribution](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-distribution-in-a-contact-centre/): Call distribution is a fundamental component of call centre technology and operations. it refers to the process of directing incoming calls to the most appropriate agent or resource within a call centre.
- [Call Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-inbound-and-outbound/): A call centre is a department within an organisations that handles incoming and/or outgoing telephone calls, assisting with customer support and sales.
- [Call Centre Workforce Planning](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-workforce-planning/): Call Centre Workforce Planning ensures call centres have the right number of agents with the appropriate skills available to handle customer interactions efficiently and effectively.
- [Call Centre Workforce Optimisation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-workforce-optimisation/): Call centre workforce optimisation (WFO) encompasses various tools, processes, and tech to align call centre agents with business objectives and customer service goals
- [Call Centre Software](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-software/): Call centre software refers to a set of specialiSed applications and tools designed to facilitate and streamline the operations of a call centre or contact centre.
- [Call Centre Reporting](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-reporting/): Call centre reporting collects, analyses and presents data and performance metrics related to the operations, activities and outcomes of a call centre.
- [Call Centre Management](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-management/): Call Centre Management is the process of overseeing and leading the operations and personnel within a call centre or contact centre environment.
- [Call Centre CRM](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-crm-software/): Call Centre CRM refers to software that provides call centre employees with access to customer data and interaction information to enhance and personalise the customer experience.
- [Call Centre Coaching](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-coaching/): Call centre coaching provide call centre agents with feedback, performance assessments and best-practice tips to improve efficiency.
- [Call Centre Agent Utilisation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-agent-utilisation/): Call centre agent utilisation measures how effectively an agent uses their time and resources to handle customer interactions and tasks.
- [Call Centre Agent Software](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-agent-software/): %%excerpt%%
- [Call Centre Agent Scorecard](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-agent-scorecard/): A Call Centre Agent Scorecard is a composite framework comprising a diverse set of Key Performance Indicators (KPIs) and metrics about the agent.
- [Business Process Outsourcing (BPO)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-business-process-outsourcing/): Many businesses choose to outsource their contact centre as part of their business process outsourcing strategy.
- [BPO Services](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-business-process-outsourcing-services/): Business Process Outsourcing (BPO) services include call centre, HR, accounting, payroll, customer service, marketing and IT.
- [Blended Agent](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-blended-agent/): A blended agent works in a contact centre and handles customer contacts in multiple channels or both inbound and outbound calls.
- [Barge In](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-barge-in/): Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary.
- [Back Office](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-back-office/): A call centre back office encompasses behind-the-scenes functions and processes that are not directly involved in customer interactions over the phone.
- [Back Office Optimisation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-back-office-optimisation/): Back-office optimisation streamlines and automates workforce tasks that occur in a contact centre, aligning back office functions with front office workflows.
- [Average Hold Time (AHT)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-average-hold-time/): Average Hold Time (AHT) is a pivotal metric in call and contact centres. It measures the total time customers spend waiting.
- [Automation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-automation/): Automation within a contact centre refers to the use of technology and software tools to perform tasks and processes without direct human intervention.
- [Automatic Speech Recognition (ASI)](https://www.opustech.co.uk/knowledge-hub/contact-centre/automatic-speech-recognition-asi/): Automatic speech recognition is technology used in call centres that enables a caller to interact with a computer application with their voice.
- [Automatic Number Identification (ANI)](https://www.opustech.co.uk/knowledge-hub/contact-centre/how-can-ani-be-used-in-contact-centres/): Call centres using ANI services can significantly enhance the customer experience as calls can be directed to a team of agents specialised in that service.
- [Auto Dialler](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-auto-dialler/): An auto dialler or dialler, is a tool used in call centres to automatically dial phone numbers and make outgoing calls without manual intervention from an agent.
- [Applications](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-applications/): A contact centre application streamlines and elevate the operations of a contact centre or call centre.
- [API](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-software-api/): Contact centre tools need to work together seamlessly to ensure a unified omnichannel customer experience. APIs enable this to happen.
- [Artificial Intelligence AI](https://www.opustech.co.uk/knowledge-hub/contact-centre/artificial-intelligence-in-contact-centres/): Artificial Intelligence (AI) has transformed the contact centre industry, offering a wide range of apps to enhance efficiency, customer service, and operational effectiveness.
- [AI Summary](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ai-summary-in-contact-centres/): AI summary in a contact centre uses AI to create a brief summary of customer interactions, such as phone calls, chats, or emails.
- [AI for business](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ai-for-business/): AI for business refers to the application of artificial intelligence technologies and techniques to enhance and optimise various aspects of business operations.
- [Average Handling Time (AHT)](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-average-handling-time-aht/): Average Handle Time (AHT) measures the average amount of time it takes for a customer service agent to handle a customer interaction from start to finish.
- [Agent](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-agent/): A call centre agent is a person who works in a contact centre that is responsible for handling incoming & outgoing customer calls.
- [Agent Utilisation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-utilisation-in-a-contact-centre/): Agent Utilisation is a metric used in the context of contact centre to measure the efficiency and productivity of customer service agents.
- [Agent Self Evaluation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-self-evaluation-in-a-contact-centre/): Contact Centre Agent Self-Evaluations are where agents assess and evaluate their own performance, skills, and interactions with customers within the contact centre environment.
- [Agent Reports](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-agent-reports-in-a-contact-centre/): Agent reports refer to data and documentation generated by contact centres or customer service organisations to track and analyse the performance and activities of individual customer service agents.
- [Agent Occupancy](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-occupancy-in-a-contact-centre/): Agent occupancy, in the context of a contact centre is a key performance metric that helps assess the utilisation and efficiency of agents within a contact centre.
- [Agent Experience](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-experience-in-a-contact-centre/): Contact centre agent experience encompasses various factors that influence an agent's job satisfaction, wellbeing, productivity and workforce management.
- [Agent Elevation](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-elevation-in-a-contact-centre/): Agent Elevation, in the context of contact centres or customer support operations, refers to the process of transferring a customer's inquiry or issue to a higher-level or more specialised agent or supervisor for resolution
- [Agent Coaching](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-coaching-in-a-contact-centre/): Contact Centre Agent Coaching is a structured process where agents are provided guidance and support to help them improve their performance and customer interactions.
- [Agent Churn](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-churn-in-a-contact-centre/): Agent churn, also known as agent attrition or agent turnover, refers to the rate at which call centre agents leave their positions and are replaced by new agents.
- [Agent Assist](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-assist-in-a-contact-centre/): Agent Assist in a contact centre is designed to assist call centre agents during customer interactions. It leverages artificial intelligence (AI) and natural language processing (NLP) to provide real-time suggestions, information, and guidance to agents.
- [Advanced Call Centre Technologies](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-advanced-call-centre-technologies/): Advanced Call Centre Technologies are designed to optimise call centre operations and enhance CX. These technologies continually evolve to meet the changing demands of businesses and customers alike.
- [ActiveX Controls](https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-active-x-controls/): Contact centre ActiveX Controls are elements embedded within a web page that enable interactive functions.
- [Chatbot](https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-chatbot/): A contact centre chatbot is a computer program or artificial intelligence (AI) software designed to simulate human-like conversations with users via text-based or voice-based interfaces.
- [Cloud Phones](https://www.opustech.co.uk/knowledge-hub/telephony/cloud-phones/): Opus offers a complete range of public, private and virtualised Cloud Telephony solutions.
- [Telephony](https://www.opustech.co.uk/knowledge-hub/telephony/): Our telephony glossary contains all the related terminology specific to telephony and business telecoms solutions.
- [Contact Centre](https://www.opustech.co.uk/knowledge-hub/contact-centre/): Our contact centre glossary contains all the related terminology specific to call and contact centre solutions.
---

#
# Detailed Content


## Pages

### AI Sitemap (LLMs.txt)

- Published: 2025-04-05
- Modified: 2025-04-05
- URL: https://www.opustech.co.uk/ai-sitemap/

What is LLMs. txt? LLMs. txt is a simple text-based sitemap for Large Language Models like ChatGPT, Perplexity, Claude, and others. It helps AI systems understand and index your public content more effectively. This is the beginning of a new kind of visibility on the web — one that works not just for search engines, but for AI-powered agents and assistants. You can view your AI sitemap at: https://www. opustech. co. uk/llms. txt Why it's important Helps your content get discovered by AI tools Works alongside traditional SEO plugins Updates automatically as your content grows

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### 8x8 vs Mitel

> Five9 vs Mitel Contact Centres. Who is the CCaaS leader and what features and functionality do Five9 and 8x8 excel in?

- Published: 2025-04-02
- Modified: 2025-04-02
- URL: https://www.opustech.co.uk/8x8-vs-mitel/

CCAAS PLATFORM COMPARISON8x8 vs MITEL CONTACT CENTRESWhich of these contact centre platforms is best suited to your business needs?    8x8 vs Mitel contact centre platform comparison Both 8x8 and Mitel contact centre platforms are equipped with powerful features designed to enhance customer service operations, making them leading providers in the CCaaS space. Both solutions offer core functionalities such as inbound and outbound calling, call routing, interactive voice response (IVR), and call recording. They also support omni channel communication, enabling seamless engagement across voice, email, chat, and social media channels. Opus is a trusted 8x8 partner and a Mitel Platinum partner in the UK. What are the main differences between Five9 and Mitel? Five9 Contact Centres Why choose a 8x8 contact centre? 8×8 offers an AI-enabled, omnichannel cloud contact centre solution aimed at empowering agents and enhancing customer engagement across various communication channels. Key 8×8 contact centre features include: Omnichannel SupportFacilitates seamless interactions across voice, chat, email, and social media, ensuring consistent customer experiences. AI EnhancementsUtilises artificial intelligence to provide intelligent routing and virtual assistants, improving response times and customer satisfaction. Unified CommunicationsIntegrates contact centre functionalities with broader communication tools, fostering collaboration within the organisation. 8×8’s recent platform enhancements include AI-generated post-meeting summaries and action items, as well as AI summarisation for speech analytics, further improving productivity and efficiency. Talk to us about 8x8 Mitel Contact Centres Why choose a Mitel contact centre? Mitel offers a range of communication solutions including contact centre applications designed to enhance the customer experience. Mitel contact centre platforms include: Private or hybrid deployment...

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### 8x8 vs Five9

> 8x8 vs Five9 contact centres offer a wide range of features and functionality but there are some key differences.

- Published: 2025-03-28
- Modified: 2025-04-02
- URL: https://www.opustech.co.uk/8x8-vs-five9/

CCAAS PLATFORM COMPARISON8x8 vs FIVE9 CONTACT CENTRESWhich of these contact centre platforms is best suited to your business needs?    8x8 vs Five9 contact centre platform comparison Both 8x8 and Five9 contact centres offer robust omnichannel and AI-powered functionalities designed to enhance workflows, improve first-contact resolution rates, elevate the agent experience, and automate complex business processes. If you’re seeking a technology-agnostic partner with extensive experience and exceptional customer service, Opus is your ideal choice. As the leading 8x8 partner in the UK and also the EMEA partner of the year for Five9, Opus are well versed in both these platforms and are technology agnostic. What are the main differences between 8x8 and Five9? 8X8 Contact Centres Why choose a 8x8 contact centre? 8x8 offers a cloud-based contact centre solution that leverages artificial intelligence to empower agents and enhance customer engagement across multiple communication channels. Key 8x8 contact centre features include:Comprehensive Channel Support Enables smooth interactions via voice, chat, email, and social media, ensuring a unified customer experience. AI-Driven ToolsEmploys artificial intelligence for intelligent call routing and virtual assistance, leading to quicker responses and higher customer satisfaction. Integrated CommunicationsCombines contact centre capabilities with broader communication tools, promoting internal collaboration. Recent updates to the 8x8 platform include AI-generated summaries and action items post-meetings, as well as AI-powered speech analytics, further boosting productivity and efficiency. Talk to us about 8x8 Five9 Contact Centres Why choose a Five9 contact centre? Five9 is a fast-growth, AI-infused cloud-based contact centre solution serving all sizes of organisations. It delivers a comprehensive suite of inbound,...

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### Five9 vs Mitel

> Five9 vs Mitel Contact Centres. Who is the CCaaS leader and what features and functionality do Five9 and 8x8 excel in?

- Published: 2025-03-27
- Modified: 2025-04-02
- URL: https://www.opustech.co.uk/five9-vs-mitel/

CCAAS PLATFORM COMPARISONFIVE9 vs MITEL CONTACT CENTRESWhich of these contact centre platforms is best suited to your business needs?    Five9 vs Mitel contact centre platform comparison Both Five9 and Mitel contact centres are equipped with powerful features designed to enhance customer service operations and both of them are leading providers in the CCaaS space. Both platforms deliver core functionalities such as inbound and outbound calling, call routing, interactive voice response (IVR), and call recording. They support omni channel communication, enabling seamless engagement across voice, email, chat, and social media channels.  If you are looking to work with a technology agnostic partner with extensive experience and outstanding customer service levels, you've come to the right place. Opus are the leading Five9 partner in EMEA and also a Mitel Platinum partner in the UK.   What are the main differences between Five9 and Mitel? Five9 Contact Centres Why choose a Five9 contact centre? Five9 is a fast-growth, global CCaaS provider supporting hundreds of thousands of agents. They deliver a comprehensive suite of AI-infused inbound, outbound and multichannel contact centre solutions that take advantage of AI from self-service to agent to supervisor. Key Five9 contact centre features include: Genius AIIs a comprehensive suite of artificial intelligence solutions that integrates conversational and generative AI technologies to automate processes, enhance agent performance, and deliver personalised customer interactions within contact centres. Agent Call ScriptingProvides agents with live transcriptions that use AI to deliver scripts tailored to each interaction’s purpose while ensuring consistent, effective and personalised communication. Advanced AnalyticsOffers unmatched traditional contact centre...

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### Five9 vs 8x8

> Five9 vs 8x8 Contact Centres.Who is the leader in providing CCaaS? What does each platform excel in?

- Published: 2025-03-26
- Modified: 2025-04-03
- URL: https://www.opustech.co.uk/five9-vs-8x8/

CCAAS PLATFORM COMPARISONFIVE9 vs 8x8 CONTACT CENTRESWhich of these contact centre platforms is best suited to your business needs?    Five9 vs 8x8 contact centre platform comparison Both Five9 and 8x8 contact centres are equipped with powerful features designed to enhance customer service operations. Both of these platforms provide robust omni-channel and AI powered contact centre functionality equipped with tools designed to enhance workflows, improve FCR, elevate the agent experience, and automate complex business processes.  If you are looking to work with a technology agnostic partner with extensive experience and outstanding customer service levels, you've come to the right place. Opus are the leading Five9 partner in EMEA and also the #1 8x8 partner in the UK.   What are the main differences between Five9 and 8x8? Five9 Contact Centres Why choose a Five9 contact centre? Five9 is a fast-growth, AI-infused cloud-based contact centre solution serving all sizes of organizations. It delivers a comprehensive suite of inbound, outbound, and multichannel features that take advantage of AI from self-service to agent to supervisor. Key Five9 contact centre features include:Genius AIIs a comprehensive suite of artificial intelligence solutions that integrates conversational and generative AI technologies to automate processes, enhance agent performance, and deliver personalised customer interactions within contact centres. Agent Call ScriptingProvides agents with live transcriptions that use AI to deliver scripts tailored to each interaction’s purpose while ensuring consistent, effective and personalised communication. Advanced AnalyticsOffers unmatched traditional contact centre reporting with AI-enabled data analysis to monitor real-time and historical performance metrics, aiding informed decision-making. CRM and UC IntegrationsSeamlessly integrates...

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### Logo

> %%excerpt%%

- Published: 2025-03-13
- Modified: 2025-03-27
- URL: https://www.opustech.co.uk/logo/

BRAND CONSISTENCYLOGO FORMATSPlease ensure you use these versions Some of our brand elements OPUS is a registered trademark of Opus Business Systems Limited and its affiliates. Trade marks used on the Opus website, whether marked or unmarked, may be the registered or unregistered trade marks of Opus Business Systems Limited and its affiliates, and may not be used without written permission. Here are our official logos, please download the version you require.  Please speak to the Marketing team if you need anything else.   Red version download a jpeg download a png White version download a png Our brand colours Opus Red HEX #da2028RGB 218 32 40CMYK 6 96 86 1 Opus BlueHEX #062945RGB 6 41 69CMYK 100 80 47 54 Opus BlackHEX #010205 

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### Carbon Reduction Services

> Our carbon reduction consultants help you reduce emissions and optimise energy use with sustainable practices.

- Published: 2025-03-06
- Modified: 2025-03-17
- URL: https://www.opustech.co.uk/carbon-reduction-services/

ENERGY SOLUTIONSCARBON REDUCTION SERVICESOur carbon reduction and sustainability services deliver tailored strategies, energy-efficient solutions and renewable options to lower carbon emissions. Carbon Reduction and Sustainability Solutions Our carbon reduction services help businesses to minimise their environmental impact by providing tailored strategies to lower carbon emissions and improve sustainability. Through energy-efficient solutions, renewable energy options, and detailed carbon footprint reporting, we can support you to track and reduce greenhouse gas emissions over time. Through a consultative approach, we identify opportunities for improvement, optimise energy use, and implement cost-effective measures to meet your sustainability goals and reduce your carbon footprint. Whether you're aiming to meet sustainability goals, improve energy performance, or achieve carbon neutrality, we are here to support your transition to a cleaner, more sustainable future. Sustainable energy solutions to reduce your carbon footprint We offer on-site generation and energy efficiency solutions as well as sustainability and Energy Savings Opportunity Scheme (ESOS) reporting services to benchmark and reduce your organisation's carbon emissions.  Our comprehensive approach includes tailored renewable energy solutions such as solar, wind, and combined heat and power (CHP) systems, designed to reduce your reliance on traditional, carbon-intensive energy sources. In addition to reducing operational costs, we help your business monitor, manage, and optimise energy usage to ensure maximum efficiency. Our carbon reduction services cover these areas Energy ConsumptionWe monitor your energy consumption in real-time and optimise usage to ensure efficiency, reducing waste and lowering costs. Net ZeroWe support your journey to net zero by providing tailored solutions that reduce emissions...

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### Sales Hub Login

> %%excerpt%%

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/sales-hub-login/

SALES HUB LOGIN Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Sales Hub

> %%excerpt%%

- Published: 2025-02-28
- Modified: 2025-03-01
- URL: https://www.opustech.co.uk/sales-hub/

SALES HUBHere you will find extensive glossaries with indepth information on all the useful terminology relating to our core services List of resources below CONTACT CENTREHere is an explanation of all the related terminology relevant to Contact Centres Enter TELECOMSHere is an explanation of all the related terminology relevant to Telephony Enter MOBILEHere is an explanation of all the related terminology relevant to Business Mobile Enter ITHere is an explanation of all the related terminology relevant to IT and Microsoft 365 Enter Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

---

### Update Billing Card

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/register/update-billing-card/



---

### Register

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/register/



---

### Welcome

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/register/welcome/

Welcome! This is your success page where members are redirected after completing their registration.

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### Your Membership

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/register/your-membership/



---

### Edit Your Profile

- Published: 2025-02-28
- Modified: 2025-02-28
- URL: https://www.opustech.co.uk/register/edit-your-profile/



---

### Code of Practice

> Our Code of Practice outlines our commitment to providing high-quality communication services, customer care, billing, and support for our customers.

- Published: 2025-02-17
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/code-of-practice/

POLICIESCODE OF PRACTICEPart 1 - Code of Practice for Domestic and Small Business Customers Introduction to our Company and ServicesOpus Business Systems Ltd is an independent company that delivers communications services to domestic and small business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. We will liaise with our suppliers to ensure that any problems with their services are resolved promptly. Purpose of this Code of PracticeThis code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website www. opustech. co. uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, e. g. large print. How to Contact UsPlease contact our Customer Service Team using one of the following:By Phone: 020 8545 8545Opening Hours 0830 -1730 Monday to Friday (excluding Bank Holidays)By Email: customerservices@opustech. co. ukBy Letter: Customer Services, Opus, 1st Floor, London Court, 39 London Road, Reigate RH2 9AQOr via our website: www. opustech. co. ukOur registered office address: 1st Floor, London Court, 39 London Road, Reigate RH2 9AQOur Commitment to YouWe are committed to giving you the highest quality of customer service.   When we purchase our services from wholesale providers, we choose these providers carefully to ensure that you get a high-quality service.   We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant...

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### Microsoft 365 Backup

> A dedicated cloud backup solution ensures that your Microsoft 365 is protected against accidental deletion or corruption.

- Published: 2025-02-10
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/cyber-security/microsoft-365-backup/

CYBER SECURITY SERVICESMICROSOFT 365 BACKUP SOLUTIONSCloud backup solutions for Microsoft 365 designed to protect and retain your data. Opus provide a robust backup solution for both Microsoft 365 and Google Workspace Whilst Microsoft 365 offers limited protection against hardware failures, it doesn’t fully cover user errors, malicious attacks, or data loss. A dedicated Microsoft 365 cloud backup solution ensures that your Microsoft 365 data is regularly backed up, can be easily restored when needed, and is protected against accidental deletion or corruption. Our Microsoft 365 backup solution is designed to seamlessly integrate with your existing Microsoft 365 environment Our market leading solution will securely copy and store your Microsoft 365 data, such as emails, files, contacts, and calendars, in a separate and secure location outside of Microsoft’s cloud environment.  Acronis is our chosen backup solution, it backs up Microsoft 365 data directly to Acronis Cloud Storage to ensure that your data remains protected even if your Microsoft 365 environment is compromised. We partner with the following vendors Our Microsoft 365 backup solutions include automated daily backups Automated backups on a regular schedule ensures continuous and consistent data loss protection. Users can efficiently locate and restore specific data using advanced search capabilities, ensuring the data recovery process is quick and hassle-free. Granular restore options within our backup solutions ensure minimal downtime and enables users to quickly regain access to important information when they need it. Within these settings there is the ability to recover individual items, emails, or entire mailboxes fast.  Whether an...

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### Security Awareness Training

> Security awareness training empowers your team with the knowledge and skills to identify and respond to cyber threats and mitigating risks.

- Published: 2025-02-07
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/security-awareness-training/

CYBER SECURITY SERVICESSECURITY AWARENESS TRAININGSecurity awareness training equips your staff with the knowledge and skills to identify and respond to threats before they become incidents. Empower your team to defend against cyber threats with our security awareness training solution Employees are often the first line of defence against cyber attacks in many businesses. While technical solutions are vital, human error continues to be one of the most significant vulnerabilities. By implementing comprehensive security awareness training across your business, you can empower your employees with the optimal level of knowledge and skills to identify and respond to threats and mitigating risks before they become incidents. Security awareness training empowers employees to prevent cyber threats Our security awareness training programme is designed to help businesses protect their people and it can be customised to deliver your businesses specific cyber awareness needs. Our training platform delivers engaging, interactive, and up-to-date content that equips employees with the tools to recognise, avoid, and report potential security threats before they occur.  Covering every aspect of cyber security, the training ensures employees understand not only how to identify phishing emails but also how to secure sensitive data, manage passwords, protect personal devices, as well as complying with data privacy regulations.   We partner with the following vendors Interactive training modules educating employees about real-world cyber threats It is proven that people learn best whilst doing which is why each training module is designed to be interactive, keeping employees engaged with quizzes, real-world scenarios, and actionable insights.  This interactive and engaging...

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### Phishing Simulation Tools

> Implementing robust phishing simulation tools is an essential part of any security strategy to prepare employees to identify and respond to these threats effectively.

- Published: 2025-02-07
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/phishing-simulation-tools/

CYBER SECURITY SERVICESPHISHING SIMULATION TOOLSPhishing simulation tools mimic real phishing attacks to test and educate employees.   Phishing simulation tools are the proactive approach to cyber security Implementing robust phishing simulation tools is an essential part of any security strategy to prepare employees to identify and respond to these threats effectively. Phishing attacks continue to be one of the most significant cybersecurity threats facing all sizes  and types of businesses. These malicious attempts can bypass traditional defences by preying on human error, making employee awareness and readiness critical.   Empower your team and strengthen cyber security with phishing simulation tools Our advanced phishing simulation platform from Hut Six is designed to help your business educate employees on recognising, avoiding, and responding to phishing attacks.  By simulating real-world phishing scenarios, the simulation tool enables you to build a culture of security awareness and ensure that your team is always one step ahead of potential phishing attempts. Get in touch We partner with the following vendors Effortless phishing simulation that delivers automatic threat testing & training Our phishing simulation tool can run fully automated phishing campaigns that mimic a wide range of phishing threats. Whether you're testing a specific group or simulating a company-wide threat, the Hut Six platform enables you to quickly launch campaigns that educate and train employees without disrupting their daily workflows. Administrators can simulate a variety of phishing attempts, from spear-phishing to more general email scams using one of the 50+ pre-designed phishing email templates. These give you the flexibility to create...

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### Advanced Email Security Solutions

> Protect your business with advanced email security powered by Microsoft Defender and quickly stops threats in before they reach your inbox.

- Published: 2025-02-07
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/cyber-security/advanced-email-security-solutions/

CYBER SECURITY SERVICESADVANCED EMAIL SECURITY SOLUTIONSProtect your business with advanced email security that quickly stops threats in their tracks. Advanced email security stops threats in their tracks before they reach your inbox Email remains the number one attack method for cyber criminals. Phishing, ransomware, and business email compromise are constantly evolving, putting businesses at risk every single day. With Advanced email protection, powered by Microsoft Defender, you’ll benefit from next-generation security that blocks threats before they ever reach your users. Microsoft Defender delivers AI-powered email security for ultimate threat protection Microsoft Defender uses advanced AI powered threat detection to analyse incoming emails and identify threats such as phishing, malware, and zero-day attacks in real time. It also has advanced anti-phishing filters which scan emails and the links within them to detect and neutralise phishing attempts before they cause harm. Within Defender, the built in email encryption and data loss protection security policies ensure that sensitive data remains protected and compliant with industry regulations. These also protect against ransomware, spoof emails, fraud and business email compromise attacks. Get in touch We are accredited with the following vendors Stop the most advanced email threats before they reach the inbox Our multi-layered approach combines AI-driven analysis, behavioural monitoring, and real-time threat intelligence from Microsoft Defender to detect and block even the most sophisticated email-based attacks. Microsoft Defender uses real time scanning to scan every incoming email for malicious content, suspicious links, and harmful attachments. By analysing each email before it reaches the inbox, Defender can...

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### Incident Response Services

> Our Sophos Incident Response Services gives you expert assistance for swift recovery from cyber attacks.

- Published: 2025-02-07
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/incident-response-services/

CYBER SECURITY SERVICESINCIDENT RESPONSE SERVICESIncident response services help minimise damage, recover efficiently, and safeguard your business should an cyber attack occur. Incident response services provide expert assistance for swift recovery from cyber incidents When a cyber attack strikes a business, every second counts. From data breaches to ransomware, the impact of a security incident can be devastating if not addressed quickly and effectively. To minimise damage, recover efficiently, and safeguard your business should an attack occur, you’ll need to call upon a reliable and experienced incident response team. Opus have access to Sophos’ incident response services, that are designed to help businesses navigate and recover from cyber incidents with speed, precision, and expertise. Gain 24/7 access to a team of experienced cyber security professionals Sophos Incident response services gives Opus, and therefore your business, 24/7 access to a team of experienced cybersecurity professionals who can help handle and recover from a wide range of security incidents.   Whether you're dealing with a sophisticated ransomware attack or a breach involving sensitive data, as long as you have incident response in place, you have the added peace of mind a professional team is ready to help you respond, recover, and further strengthen your security posture. Get in touch We are accredited with the following vendors Opus provide incident response retainers for added peace of mind and cost savings Our incident response retainer provides businesses with speedy access to Sophos’ incident response service and enables you to benefit from discounts from the incident response fee’s. With our...

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### Identity & Access Management

> Identity & Access Management (IAM) is a framework of policies and technologies that makes sure a business has full control of who can log in to where, what they can see and what they can do with that information.

- Published: 2025-02-04
- Modified: 2025-02-07
- URL: https://www.opustech.co.uk/cyber-security/identity-and-access-management/

CYBER SECURITY SERVICESIDENTITY & ACCESS MANAGEMENT SOLUTIONSIAM is a framework of policies and technologies that ensure a business has full control of who has access to what across their business. Take control of your IT security with Identity & Access Management (IAM) solutions Ensuring the right people such as employees, clients and third parties have the right access at the right time is critical to maintain system, application and data security across your business. IAM (Identity & Access Management) is a framework of policies and technologies that makes sure a business has full control of who can log in to where, what they can see and what they can do with that information, whilst ensuring anyone else has no access. Strengthen security and streamline access with market leading IAM solutions IAM helps manage and secure user identities, automating authentication and authorisation processes across your IT environment. Reducing your risks of data breach and strengthening your level of cyber protection. With cyber threats increasing and regulatory requirements tightening, robust IAM solutions are no longer optional they are essential to any business. Get in touch We are accredited with the following vendors Download our Microsoft 365 guide Discover how to unlock the full potential of the Microsoft suite of applications and a clear understanding of all the current types of subscription plans including Business, Enterprise and Education. download the guide Add Your Heading Text Here The core benefits of IAM solutionsEnhanced SecurityIAM helps protect against cyber threats by ensuring only authorised users have...

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### Legacy Protect

> SIP Trunks (Session Initiation Protocol) provides a solution to make and end connections for data and voice transfers via the internet.

- Published: 2025-01-31
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/telecoms/legacy-protect/

PSTN SWITCH OFF SOLUTIONSLEGACY PROTECTOur Legacy Protect solution ensures your business stays connected with a cost-effective, future-ready solution. Legacy Protect keeps your business connected beyond the PSTN Switch-Off The transition away from analogue lines is happening now, and Opus are here to ensure your business stays connected—now and in the future.  Legacy Protect offers a cost-effective alternative to traditional analogue lines, safeguards business continuity, and helps mitigate Openreach’s recurring price increases on line rentals. Legacy Protect safeguards your business lines and additional costs As you may know, the Public Switched Telephone Network (PSTN) is being phased out, with full completion set for January 2027. Since September 2023, BT Openreach has enforced a nationwide stop-sell on legacy services, meaning new purchases or modifications of PSTN-based services are no longer available. Once the PSTN shutdown is complete, traditional phone lines, ISDN-based systems, and older broadband connections like ADSL and FTTC will become obsolete. That’s why it’s essential to act now and secure a future-ready solution. Legacy protect is a flexible service without any migration costs With Legacy Protect, you have the flexibility and time needed to explore your long-term digital transformation strategy while keeping your business running smoothly. Legacy Protect applies to voice-only PSTN lines. ✔ No migration costs – your upgrade happens seamlessly. ✔ No contract changes – your terms remain the same. ✔ Minimal additional monthly fee – £7. 99 a month per PSTN line will be added to your bill going forward. This will ensure your services remain active and fully supported. Opus will be adding...

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### CX Transformation

> CX transformation redefines the customer experience by enhancing interactions and adopting customer-centric strategies.

- Published: 2025-01-03
- Modified: 2025-03-27
- URL: https://www.opustech.co.uk/contact-centre/cx-transformation/

 CONTACT CENTRE SOLUTIONSCX TRANSFORMATION SOLUTIONSCX Transformation redefines customer experience by enhancing interactions, integrating new technologies, and improving CX. Contact Centre CX Transformation Solutions As a specialist managed service provider for contact centres, Opus only partner with the leading contact centre vendors and are completely technology agnostic, meaning we can recommend a solution or variety of technology solutions to meet the specific and unique needs of your business.  CX Transformation is an all encompassing suite of tools, technologies and processes that enable a contact centre to fully transform the customer experience.  Our team of highly experienced contact centre consultants work with our clients to evaluate contact centre performance, implement new technologies, evaluate and help optimise workflows, and guide our clients to implement operational best practice across every aspect of the customer journey. Our contact centre partners Opus only partner with the the leading contact centre vendors in the industry.   Workforce Optimisation manages performance helping to enhance CX Workforce Optimisation (WFO) is strategic approach to help manage and improve the efficiency, performance, and satisfaction of contact centre agents together with enhancing the overall customer experience. It helps Contact Centre Managers to reduce operational costs, reduce overstaffing or understaffing, and optimise their current resources to meet service level agreements (SLAs). Workforce Optimisation requires a combination of tools and sometimes technologies to ensure that the right number of agents, with the right skills, are available at the right times to enable customer interactions to be handled effectively. We lead by example when it comes to CX Transformation...

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### [Guide on page] Transforming CX in Financial Services

> Using AI and technology improve CX in financial services. In this guide jointly produced by Opus and Five9, we explore some of the challenges facing financial services organisations and their ability to improve CX.

- Published: 2025-01-02
- Modified: 2025-03-25
- URL: https://www.opustech.co.uk/guides/transforming-cx-in-financial-services-guide/

THOUGHT LEADERSHIP GUIDE WITH FIVE9HOW TO IMPROVE CX IN FINSERVE CONTACT CENTRES10 minute readAuthor: Five9 & OpusCONTENTSFour Challenges facing Financial ServicesThe Transformation ImperativeUnlocking the Benefits of the CloudEnable Customers Through AI Self-ServiceBenefits of Using Intelligent Virtual AgentsBuild a Better Omni-channel CXStrategically Design your AI SolutionsBenefits of Five9 Genius AIHow Opus & Five9 Can Help Get in touch Methods and technology focussed on how to improve CX in financial services In this guide jointly produced by Opus and Five9, we explore some of the challenges facing financial services organisations and their ability to improve CX. Increasing competition, rocketing customer expectations and complexity in managing ever-increasing communication channels can all have a negative impact on customer loyalty and retention. To address these challenges, Five9 provides innovative contact centre solutions that remove silos and eliminate bottlenecks, supporting the transformation of customer interactions.  Established financial services institutions, including banks, lenders, insurance firms and wealth management organisations, are facing a new wave of agile competitors: fintechs. These competitors benefit from low overheads and the latest scalable, adaptable technologies. To avoid losing market share, it’s crucial for traditional institutions to keep pace with the competition. To succeed in this new environment, financial services need to cultivate a more connected, personalised and insightful relationship with their customers.   Businesses must shift from a focus on customer service towards the overall customer experience. Upgrading the customer experience as it passes through your contact centres is an essential part of the digital transformation needed to meet the demands of today’s customers.  ...

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### [Guide on page] Modernising Legal Organisations with Cloud Solutions

> We delve deeper into how you can use cloud solutions to migrate your legal organisation from on-premise systems to SaaS cloud based solutions.

- Published: 2025-01-02
- Modified: 2025-03-25
- URL: https://www.opustech.co.uk/guides/modernising-legal-organisations-with-cloud-solutions-guide/

THOUGHT LEADERSHIP GUIDECLOUD SOLUTIONS FOR LEGAL FIRMS 12 minute read Author: Matt Delargy - Account DirectorCONTENTSWhy are Legal Firms Late to Cloud Adoption? Data Security and Confidentiality ConcernsLack of Internal Expertise and Siloed TechExisting Long Term ContractsLack of Integration with Specialist AppsWhat are the Cloud Opps for Legal Orgs? Where to Start with Cloud MigrationHow can Opus help you? Get in touch Transition to a cloud-first environment by exploring cloud solutions for legal firms It's recognised that cloud technology is the way forward for IT and telecoms infrastructure. Reasons for mass adoption over the last few decades include scalability, ease of use, and simple integration with line of business apps. Yet, businesses like law firms and government bodies have traditionally been slower to adopt new practices, often hindered by the complexities of data protection and the demands of regulatory compliance.  These barriers to adoption are now lower than they’ve ever been. Thanks to constant innovation and dedicated partner support, legal organisations are now moving their IT infrastructure to the cloud.  If you’re poised to consider cloud solutions for your legal firm, carefully weighing the advantages of enhanced remote work capabilities and productivity gains against cost concerns and risk management, read on to discover the opportunities and how straightforward the initial steps can be. What causes the delay in deploying cloud solutions for legal firms? Before we delve into the specifics of implementations, it’s important to consider why on-premises infrastructure remains in use despite the widespread shift to cloud-based solutions across various industries. It’s a common...

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### [Guide on page] Harnessing AI in a contact centre to reduce overheads

> Using AI in a contact centre alongside other leading technologies can reduce operating overheads and deliver a better customer experience.

- Published: 2024-12-31
- Modified: 2025-03-24
- URL: https://www.opustech.co.uk/guides/using-ai-to-reduce-overheads-within-a-contact-centre-guide/

THOUGHT LEADERSHIP GUIDEUSING AI TO REDUCE OVERHEADSIN A CONTACT CENTRE12 minute read Author: Stuart Green  - Account Director Contact CentreCONTENTS1: Contact centre costs2: Why are Overheads so Expensive? 3: Staff Retention4: Legacy Contracts5: Upfront Costs6: Lack of Cost Optimisation7: Delivering a Clear ROI8: Enhancing Contact Centre Operations9: Recommended Technologies10: How to Kick Off AI Implementation Get in touch Harnessing AI in a contact centre to deliver enhanced CX and reduce overheads Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. While acknowledging the range of available technologies, it's essential to recognise that they often come with associated costs.   Similarly, increasing the number of agents can lead to shorter queues and increased customer satisfaction. However, if the cost of hiring additional agents renders your contact centre unprofitable, you're continuously struggling to justify the return on investment. While it may appear that more agents equate to better service, within this guide we explore the other possible options available to resolve this common headache. The good news is that the rapid innovation into the area of Artificial Intelligence (AI) has come to the fore in recent years, presenting an ideal solution for your contact centre.  By leveraging AI in a contact centre, you can streamline agent workflows and optimise the customer journey, effectively balancing your expenditures and transforming your contact centre into a profit centre. But, most importantly, significant cost savings can also be realised through successful AI implementation.  From in-app agent coaching to accurate staff forecasting...

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### [Guide on page] Using AI to improve Customer Experience

> There are many benefits in using AI to improve customer experience in your contact centre. Our handy guide explores them all in more detail.

- Published: 2024-12-31
- Modified: 2025-03-24
- URL: https://www.opustech.co.uk/guides/combining-ai-to-deliver-better-cx-guide/

THOUGHT LEADERSHIP GUIDEUSING AI TO IMPROVE CUSTOMER EXPERIENCE (CX)12 minute read Author: Stuart Green  - Account Director Contact CentreCONTENTSAI & Customer ExperienceBefore and after AIWhat Not to Expect7 Features to Implement NowSmart IVRInteractive Virtual Agents (IVA)Agent AssistCaller InsightsSentiment AnalysisPredictive AnalysisAI InsightsBarriers to AI AdoptionHow to Delight your Customers Get in touch Using AI to improve customer experience in a contact centre Every stakeholder in a contact centre is under tremendous pressure every single day. From training your junior agents to overhauling your customers' experience and deploying the necessary technology to achieve that goal, converting a contact centre into a profit-generating hub is a significant challenge.  In the current competitive landscape of business, delivering outstanding customer experiences is essential. Many find it challenging to meet even minimum standards. The traditional "three strikes and you're out" policy is no longer relevant. In fact, research shows that 92% of customers are inclined to leave a company after encountering a second negative customer experience.  Moreover, 79% of customers anticipate faster response times from businesses with whom they've had positive or neutral experiences. The encouraging aspect for modern technology is that, despite the current negativity surrounding customer experience and contact centres, 67% of customers are more than happy to seek out faster and more satisfying experiences independently. They will willingly choose the self-service route if it effectively accomplishes the task at hand. Among the 67% of individuals who anticipate a self-service delivery, each one expects it to be flawless. Their expectation is straightforward: when they require something...

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### [Guide on page] Navigating Microsoft Licensing

> Inside our handy Microsoft Licensing guide we explore all the licensing types so you can decide which one is best for your business.

- Published: 2024-12-31
- Modified: 2025-03-24
- URL: https://www.opustech.co.uk/guides/microsoft-365-licensing-guide/

THOUGHT LEADERSHIP GUIDENAVIGATING MICROSOFT 365 LICENSING15 minute readAuthor: Ashley Wyatt - IT Senior Account Executive CONTENTSUnderstanding Microsoft 365 SubscriptionsWhat's Included in Microsoft Licenses? Enterprise and Education SubscriptionsCopilot as an Add-OnCyber Security - Business PremiumMicrosoft Entra IDMicrosoft IntuneMicrosoft Defender for BusinessUntapped Productivity FeaturesMicrosoft BookingsMicrosoft FormsMicrosoft ListsMicrosoft PlannerMicrosoft To-DoMicrosoft WhiteboardMicrosoft Power PlatformMicrosoft LoopMicrosoft VivaCopilot for Microsoft 365How can Opus help with Licensing? Get in touch On overview of Microsoft 365 licensing Microsoft 365 offers an extensive suite of applications and services designed to meet the needs of modern businesses, regardless of their size or industry.  From enhancing productivity and collaboration to ensuring security, Microsoft 365 is a powerful platform. However, navigating the world of features and subscription options can be overwhelming, especially for those new to Microsoft 365. There is a tangible cost to not understanding all that Microsoft 365 has to offer.  Too often, businesses are turning to costly third-party tools to perform functions that are already included in 365. For instance, many are not aware of Microsoft Bookings and instead pump money into a SaaS calendar app. Harnessing the full potential of Microsoft 365 not only boosts your IT ROI but also simplifies your operations. This ensures data is handled safely, giving IT teams visibility over all processes and reduces cyber security risks. This comprehensive guide will help you understand the various Microsoft 365 subscriptions, explore the essential tools included, and delve into advanced security features like Entra ID, Intune, and Microsoft Defender for Business. We’ll uncover some lesser-known gems within Microsoft 365 that can...

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### [Guide on page] Maximising Efficiency with Microsoft Copilot Features

> Microsoft Copilot has a whole host of useful features to boost efficiency across your business. Here we explore the main features.

- Published: 2024-12-31
- Modified: 2025-03-25
- URL: https://www.opustech.co.uk/guides/maximising-efficiency-with-microsoft-copilot-guide/

THOUGHT LEADERSHIP GUIDEMAXIMISING EFFICIENCY WITH MICROSOFT COPILOT10 minute readAuthor: Haydon Kirby - IT Account DirectorCONTENTSWhat is Microsoft Copilot? Microsoft Teams Copilot FeaturesMicrosoft PowerPoint Copilot FeaturesMicrosoft Word Copilot FeaturesMicrosoft Excel Copilot FeaturesMicrosoft Outlook Copilot FeaturesThe Business Benefits of Microsoft CopilotMicrosoft Copilot Use CasesMicrosoft Copilot LicensingROI from Microsoft Copilot Get in touch Microsoft 365 Copilot features to boost efficiency across your business Microsoft 365 Copilot is front and centre of Microsoft’s renewed push to make workplaces and workforces more productive and efficient. Whether in-person, remote, or a mixture of the two, there is a lot of new functionality and features at your disposal when you subscribe to Copilot.  In this guide, we run through what Microsoft 365 Copilot actually is, the core features of Copilot that are ready to use today, and look at how different industries can use them. We reference data provided by Microsoft in both real-world samples of early users and data models created using Microsoft’s comprehensive understanding of its user base. When referring to “Copilot” throughout this guide, we refer to Microsoft 365 Copilot; not to be confused with Microsoft Security Copilot or any other variation What is Microsoft Copilot? Microsoft 365 Copilot is an add-on AI assistant complementary to the Microsoft 365 suite. You can add Copilot to any existing user with an eligible license. Not to be confused with the free version of Copilot, still accessible via Bing and Windows, Microsoft 365 Copilot is the only AI assistant available inside apps like Word, PowerPoint, and Excel. When Microsoft bought...

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### Guides

> View and download our comprehensive guides covering a variety of topics from AI Deployment to Microsoft 365 licensing and improving CX.

- Published: 2024-12-31
- Modified: 2025-03-05
- URL: https://www.opustech.co.uk/guides/

THOUGHT LEADERSHIP COMPREHENSIVE GUIDES View our selection of technology guides Our guides are written by our subject matter experts and are designed to educate and inspire you to take your businessto the next level using the latest, market leading technology solutions. GUIDE Harnessing AI to Reduce Overheads Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this. READ THIS GUIDE GUIDE Combining AI and Innovative Technology to Enhance CX This handy guide has been put together to showcase how  combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre. READ THIS GUIDE GUIDE Navigating Microsoft 365 Licensing Microsoft 365 offers an extensive suite of applications and services designed to meet the needs of modern businesses. This handy guide has been created to explain the different licensing options available. READ THIS GUIDE GUIDE Transforming CX in Financial Services Rising consumer expectations, access to innovative fintech services and product choices are driving a radical transformation of financial services contact centres. Within this handy guide we explore how the FinServe sector can fully embrace digital transformation including AI and the benefits it can deliver. READ THIS GUIDE GUIDE How to Utilise AI in a Financial Services Contact Centre Discover the current industry views on AI within risk adverse industries. We explore the use cases for AI and take a look at which FinServe companies...

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### [Guide Download] Modernising Legal Organisations with Cloud Solutions

> Discover how legal organisations can modernise operations with cloud solutions, boosting productivity, compliance and security. Download the guide for key migration steps and expert insights.

- Published: 2024-11-28
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/modernising-legal-organisations-with-cloud-solutions-guide-download/

CLOUD MIGRATION GUIDEMODERNISING LEGAL ORGANISATIONS WITH CLOUD SOLUTIONSMigrate from on-premise systems to SaaS and unlock enhanced productivity, security and compliance benefits for your organisationUnderstand why legal organisations are slow to adopt cloud technology and how to overcome cloud adoption barriersThe five key cloud opportunities for legal organisationsDiscover how cloud solutions can improve remote work, boost efficiency and ensure compliance with industry regulations Key steps for a successful cloud migration     DOWNLOAD YOUR FREE GUIDE NOW  Transitioning legal organisations to a cloud-first environmentLegal organisations face unique challenges when adopting cloud technology. Concerns about security, compliance and the complexity of legacy systems are major barriers to cloud adoption. However, by embracing a cloud-first strategy, legal organisations can overcome these barriers and unlock significant benefits including improved productivity, enhanced security, cost savings and the ability to attract top talent with modern, flexible work solutions. Embracing the cloud opportunities for legal organisationsDownload our guide to learn how your organisation can successfully migrate to the cloud and streamline operations, ensuring security and compliance, whilst remaining competitive in a rapidly evolving digital landscape. Ready to transform your legal organisation with cloud technology? GET IN TOUCH

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### [Guide Download] Transforming CX in Financial Services Five9 Contact Centre Guide

> Explore how Financial Services organisations can transform the customer experience with cloud-based solutions and AI tools. Download our guide for essential insights and strategies.

- Published: 2024-11-04
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/transforming-cx-in-financial-services-five9-contact-centre-guide-download/

FINSERV CONTACT CENTRE GUIDETRANSFORMING CX IN FINANCIAL SERVICESUnlock the future of customer experience and explore how financial services contact centres are transforming to meet evolving demandsWhy financial services should embrace digital transformationThe four main challenges hindering customer experienceDiscover how leveraging AI and cloud-based technology can streamline operations and enhance CXKey strategies for creating seamless omnichannel experiences    DOWNLOAD YOUR FREE GUIDE NOW  Embracing digital transformation in Financial ServicesFinancial services organisations face increasing challenges to their ability to deliver outstanding customer service. Rising competition from Fintechs, rocketing customer expectations and complexity in managing ever-increasing communication channels can all have a negative impact on customer loyalty and retention. To avoid losing market share, it's crucial for financial services organisations to keep pace with the competition. Deliver seamless CX and enhance customer satisfactionExplore the benefits of transitioning to cloud-based platforms and utilising AI-driven tools such as Intelligent Virtual Agents (IVAs) and Five9 Genius AI. Ready to discuss your Contact Centre transformation? GET IN TOUCH

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### [Guide on page] AI Contact Centre Guide for Financial Services

> Throughout this guide we introduce how to use AI in financial services contact centres to improve CX as well as performance efficiencies.

- Published: 2024-10-28
- Modified: 2025-03-25
- URL: https://www.opustech.co.uk/guides/ai-financial-services-contact-centre-guide/

THOUGHT LEADERSHIP GUIDEHOW TO UTILISE AI IN A FINANCAL SERVICES CONTACT CENTRE10 minute readAuthor: Kris Graham - Senior Account Executive Contact CentreCONTENTSConversational IVRIdentification and Verification (ID&V)Speech AnalyticsAgent AssistGaining trust in AIGenerative AI StudioMachine LearningExploring AI AppsThird party auditsWho's using AI in their contact centre? How to get started with AI Get in touch Revolutionising customer experience with AI in financial services​ Would it be fair to say that, for a long time, the financial services, insurance, and legal industries have been somewhat risk-averse to adopting modern technologies and AI? This cautious approach can be attributed to the industry's regulatory environment, the need for security, and the potential risks associated with handling sensitive financial data. We understand. Having worked with clients like First Central, one of the biggest motor insurance providers in the UK, we’ve seen first hand the transformation a modern contact centre can have on a business in an industry traditionally resistant to change. This also means we’ve seen the reasons behind this resistance, the processes you must adhere to, and the day-to-day challenges you face and we’ve overcome them. As businesses like yours have advanced into cloud technology and virtual environments, it’s been proven time and again that it is possible for highly regulated and tightly governed industries to not just keep up but lead the way in technology. Artificial Intelligence (AI), in contact centres and anywhere else, is no different. While scepticism exists among various stakeholders both within and outside of the financial services sector, this should not hinder your progress or success... .

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### Managed IT Support

> Opus are an award winning managed IT support provider. Our range of IT managed services proactively support your entire IT infrastructure.

- Published: 2024-10-17
- Modified: 2025-04-03
- URL: https://www.opustech.co.uk/it-services/managed-it-support/

IT SERVICESMANAGED IT SUPPORTMarket leading managed IT solutions and support for businesses across the UK. Opus are the chosen managed service provider for managed IT support services Opus is the chosen managed service provider for comprehensive IT support services. Proactively and strategically managing internal IT can be a daunting task for many organisations.  Skilled and experienced IT consultants are in high demand, and the cost of recruiting and retaining them presents a significant challenge for most businesses.  Our managed IT support services are focussed on delivering two key things: delivering world clas IT expertise and consistently providing outstanding service levels. Delivering cutting-edge IT expertise and consistently outstanding service levels Opus is proud to be the only managed service provider in the UK to have received the prestigious Service Mark accreditation from the Institute of Customer Service. Our commitment to excellence in customer experience is at the core of our business, which is why so many organisations choose to switch their managed IT services to us. Get in touch Our managed IT support overcomes these common business problems Rising monthly IT overheadsOne fixed monthly cost for managed IT support which is fully inclusive and reliable. Slow or inconsistent service levelsOpus are Service Mark accredited and work to strict SLAs to ensure we deliver an efficient service. Limited IT expertise availableOur team are all experienced and vendor certified and understand the latest technologies. They've outgrown their IT capabilities Our contracts are scalable, enabling you to upgrade, extend your cover hours or add in additional...

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### Contact Us - Broadband down

> Contact Opus today and speak to one of our expert team about your needs. We would love to discuss your requirements.

- Published: 2024-09-23
- Modified: 2024-09-23
- URL: https://www.opustech.co.uk/make-contact/

NEED ASSISTANCE? MAKE CONTACT WITH USExperience outstanding customer service from the UK's leading independent managed service provider rated 4. 9/5. Call us: 0800 3167566 Call us now: 080 0047 3258 REIGATE Office addressLondon Court 39 London RoadReigateSurreyRH2 9AQ LONDON Office address60 Cannon StreetLondonEC4N 6NP  HITCHIN Office addressRegal Chambers 49-51 Bancroft, HitchinHertfordshireSG5 1LL We look forward to speaking to you

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### [Guide Download] AI Financial Services Contact Centre Guide

> Discover how AI-driven contact centres can transform customer experience in financial services. Download our guide for essential insights and strategies.

- Published: 2024-09-19
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/ai-financial-services-contact-centre-guide-download/

AI CONTACT CENTRE GUIDEREVOLUTIONISING CUSTOMER EXPERIENCE IN FINANCIAL SERVICESDiscover how deploying AI-driven features in your contact centre can transform the customer experienceThe current view of AI in contact centresUse cases for AI in financial services contact centresHow to gain trust in AI at each stage of your contact centre implementationRevolutionise customer experience while ensuring compliance and security    DOWNLOAD YOUR FREE GUIDE NOW  How does AI impact CX? AI significantly impacts customer experience by enhancing efficiency, personalising interactions and providing support. Automating routine tasks allows agents to focus on complex enquiries, which leads to faster response times. AI-driven tools like conversational IVR and chatbots facilitate natural dialogues, improving customer engagement. Additionally, speech analytics provide insights into customer sentiment, enabling businesses to identify issues early and enhance service quality. AI can help create a more responsive and personalised experience, ultimately driving customer satisfaction and loyalty. Whether you are fully committed to AI or just starting the journey, significant productivity and customer satisfaction enhancements are available with our AI contact centre solutions. Maximise customer satisfaction and efficiency    Explore the benefits of AI-driven components such as Conversational IVR, Identity and Verification (ID&V) automation,  Speech Analytics and Agent Assist. Ready to discuss your AI Contact Centre implementation? GET IN TOUCH

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### GP Surgeries

> Opus is an approved supplier on the NHS Better Purchasing Framework, providing advanced cloud-based telephony solutions for GP practices.

- Published: 2024-07-09
- Modified: 2024-08-09
- URL: https://www.opustech.co.uk/sectors/gp-surgeries/

INDUSTRY SECTORSGP SURGERY SOLUTIONSOpus provides cloud-based telephone solutions to transform your patient communications.   NHS BPF FRAMEWORKSUPPORTING PATIENT CAREBENEFITS FOR PRACTICESHORIZON CONTACT FEATURESINDUSTRY ACCREDITATIONS Market leading telecoms and communication solutions for GP Practices Opus is an approved supplier on the NHS Better Purchasing Framework, providing advanced cloud-based telephony solutions tailored specifically for GP practices. Our solutions are designed to tackle the unique challenges you face, enhance patient satisfaction and boost operational efficiency. Transform patient experience with seamless multi-channel communication Enable your patients to communicate effortlessly with your practice through phone, email, or web chat, providing them with the flexibility to choose their preferred method. A multi-channel approach ensures that patients can reach out in a way that is convenient and comfortable for them, whether they prefer the immediacy of a phone call, the convenience of email, or the real-time interaction of web chat.  Providing communication options that cater to the needs and preferences of your patient base improves overall accessibility and satisfaction. Multi-channel communication also streamlines your practice's workflow, making it easier to manage and respond to patient enquiries quickly and efficiently. Say goodbye to long phone queues with Automated Callback and SMS Reminders Our cloud-based telephony solutions offer automated callbacks and SMS reminders, significantly reducing patient frustration and cutting down on missed appointments. With automated callbacks, patients no longer need to wait on hold. Instead, they can request a callback at their convenience, allowing them to go about their day while still maintaining their place in line. This feature ensures that...

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### [Guide Download] Navigating Microsoft 365 Guide

> Our Microsoft 365 Guide navigates the different Microsoft 365 subscriptions and explains the features included with each plan. Protect your business with essential cybersecurity tools and maximise productivity with Copilot.

- Published: 2024-07-05
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/microsoft-365-guide-download/

THE ULTIMATE GUIDENAVIGATING MICROSOFT 365Unlock the full potential of the Microsoft suiteA comprehensive guide to Microsoft 365 subscription plans including Business, Enterprise and Education How Microsoft 365 tools can be used to boost productivity and collaborationDiscover advanced security features that protect your data and manage devices securelyAI integration capabilities with Copilot and Power Platform apps    DOWNLOAD YOUR FREE GUIDE NOW  Enhance productivity, collaboration and security with Microsoft 365Microsoft 365 is a powerful platform that offers an extensive suite of applications and services designed to meet the needs of modern businesses of all sizes. However, its vast array of features and subscription options can be overwhelming, particularly for new users. Not fully understanding Microsoft 365 can lead to unnecessary expenses and investing in costly third-party tools for functions already included in 365. Unlock the benefits of the Microsoft suite Fully leveraging Microsoft 365 can boost IT ROI, simplify operations and ensure safe data handling. This comprehensive guide will help you navigate Microsoft 365 subscriptions, explore essential tools, and understand advanced security features like Entra ID, Intune, and Defender for Business. Additionally, you will discover the benefits of lesser-known Microsoft 365 features that can significantly enhance workflow and productivity. Ready to discuss your Microsoft 365 requirements in more detail? GET IN TOUCH

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### Infinity Caller Insights

> Exclusive to Opus, Caller Insights a feature in collaboration with Infinity and Five9 which enables agents to view what the caller did prior to calling the contact centre.

- Published: 2024-07-02
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/caller-insights/

CONTACT CENTRE SOLUTIONSCALLER INSIGHTS FOR CONTACT CENTRECaller Insights is exclusive to Opus and is a collaborative feature powered by Infinity Call Tracking and Five9 technologies. See what happens before the call with Caller Insights With Caller Insights, contact centre agents can see the callers website activity before they picked up the phone. This innovative insight is particularly beneficial for all types of businesses especially Retail, Travel or Automotive, where agents can view precisely what products or solutions have been viewed on the website the second the call comes in to the contact centre.  Caller Insights and Call Tracking solutions work together seamlessly. Help your agents provide an outstanding experience using additional insight By connecting the online journey to the offline phone call, in real time, you can arm your agents with the critical insight they need to:Improve caller experience by understanding why a customer or prospect is getting in touchIdentify and capitalise on opportunities to up-sellDeliver a slicker, more cost-efficient call handling processProvide a faster resolution time Read our AI Driven Contact Centre Guide This handy guide has been put together to showcase how  combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre. Read the guide Serve up the information your agents require in a familiar wrapper Caller Insights is exclusive to Opus and can be delivered directly into Five9 contact centres. Infinity call tracking data can be fed directly into the systems your agents are familiar with, so they can...

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### Dark Web Monitoring Guide Download

> Safeguard your business from cyber threats with Opus' Dark Web Monitoring Service. Download our free comprehensive guide to learn about Dark Web risks and discover actionable steps to protect your business.

- Published: 2024-05-21
- Modified: 2024-05-21
- URL: https://www.opustech.co.uk/dark-web-monitoring-guide-download/

CYBER SECURITY GUIDECOMPREHENSIVE DARK WEB MONITORINGProtect your business from cyber threats with advanced monitoring and proactive measures to minimise the risk of breaches and attacks.  Gain insights into the Dark Web and its associated risksLearn how stolen credentials and data breaches impact your business' securityUnderstand continuous monitoring and proactive measures you can implement to minimise riskTake actionable steps to protect your business from potential breaches and cyber attacks    DOWNLOAD YOUR FREE GUIDE NOW  What is the Dark Web? The Dark Web is an unregulated part of the internet, inaccessible through traditional search engines and only reachable via special browsers like Tor. It offers anonymity and is often used for illegal activities, including the sale of stolen data and credentials. This poses a significant risk to businesses, as compromised information can lead to severe security breaches. Safeguard Your Business From Cyber Threats  Protecting your business from cyber attacks and breaches is essential. Opus provides a comprehensive Dark Web Monitoring Service designed to safeguard your business. With real-time alerts and robust security measures, including continuous monitoring and proactive threat detection, our service ensures that your business remains secure in the face of evolving cyber threats. Ready to discuss our Dark Web Monitoring service? GET IN TOUCH

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### [Guide Download] Business Mobile Contract Guide

> Download our guide to maximise your business mobile contract's efficiency and cost-effectiveness. Evaluate current services, identify improvements, and enhance communication.

- Published: 2024-05-21
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/business-mobile-contract-guide-download/

BUSINESS MOBILE SOLUTIONSGET MORE FROM YOUR BUSINESS MOBILE CONTRACTEvaluate your current mobile services and create a more efficient and cost-effective business mobile contract. Identify weaknesses in your existing business mobile contract Determine what your new contract should provideDiscover the value of partnering with a specialist mobile partnerEnhance communication, collaboration and efficiency    DOWNLOAD YOUR FREE GUIDE NOW  Unlock the full potential of your business mobile contractDiscover how to maximise efficiency and cut costs by identifying hidden charges, leveraging mobile usage data, upgrading your technology, and tailoring your mobile plan to fit your business needs. In this guide, you will find actionable insights to help you optimise your mobile contracts, reduce expenses, and future-proof your operations for greater efficiency and success. Reduce overheads and boost efficiency Eliminate surprise charges like roaming fees, international call rates and data charges and explore the benefits of tailored mobile plans designed specifically for your business needs. Ready to discuss your Business Mobile requirements? GET IN TOUCH Our strategic partners

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### Chat Test

> %%excerpt%%

- Published: 2024-05-20
- Modified: 2024-05-21
- URL: https://www.opustech.co.uk/chat-test/

THIS IS OPUS... test chat pageThis is our story... Our fully integrated service offering TELECOMSAll encompassing private and cloud unified comms solutions. View more CCaaSFully managed CCaaS omni-channel contact centre solutions. View more ITComplete business mobile solutions inc. device management and call recording. View more MOBILEComplete business mobile solutions inc. device management and call recording. View more SECURITYCyber security consultancy to improve the IT security levels across your business. View more PRINTDocument management systems and managed print services. View more Are you ready to discuss your requirements with one of our consultants? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Workato

> Workato is an Integration Platform as a Service (IPaaS) tool that integrates with various applications and services. It can be used to automate and streamline processes related to print management.

- Published: 2024-05-16
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/managed-print/workato/

MANAGED PRINTWORKATO INTEGRATION PLATFORMWorkato is an Integration Platform as a Service (IPaaS) tool that integrates with various applications and services. It can be used to automate and streamline print management processes. Streamline your print management processes with Workato Workato specialises in workflow automation, including integration with various applications and services. It can be used to automate and streamline processes related to print management, such as print job submission, monitoring, and reporting. Businesses can streamline print-related processes, reduce operational overheads and enhance productivity with a workflow automation solution from Opus. Seamless integration with print management software and applications Eliminating silos between systems and enabling data to flow freely across different platforms. For print management, Workato integration with software such as Papercut, PrinterLogic, or YSoft enables functionalities like secure print release, cost tracking, and quota management.  It also integrates with CRMs like Salesforce or ERPs like SAP can automate print-related tasks triggered by specific events, such as automatically generating and printing invoices when a sales order is completed. Automate repetitive tasks to optimise print performance Automatically route print jobs based on criteria like user, department, or document type, reducing the need for manual intervention. Notifications can be triggered to alert users or administrators about print job status changes, such as when a job is queued, printing, or completed, improving communication and responsiveness.  Detailed reports on print usage, including metrics like print volume, frequency, and costs, provide valuable insights for optimising print infrastructure and identifying areas for improvement. Customised print management workflows for user based...

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### DocuWare

> DocuWare is document management solution that, when integrated with print management services, can help businesses optimise their printing workflows, improve efficiency, and enhance document security and compliance.

- Published: 2024-05-16
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/docuware/

MANAGED PRINTDOCUWARE DOCUMENT MANAGEMENTDocuWare integrates with print management services to help businesses optimise their printing workflows, improve efficiency, and enhance document security and compliance. Benefit from centralised document management with DocuWare DocuWare offers a robust document management solution that, when integrated with print management services, can help businesses optimise their printing workflows, improve efficiency, and enhance document security and compliance.  DocuWare provides a single, centralised repository for storing all types of documents, including those related to print management such as print job requests, design files, and printing guidelines. Having all documents in one place simplifies document retrieval, ensures version control, and reduces the risk of data loss or misplacement. Collaborate across devices and locations for seamless printing workflows Users can access documents stored in DocuWare from any location with an internet connection, using desktop computers, laptops, tablets, or smartphones. This facilitates collaboration among team members, regardless of their physical location, and enables quick access to documents needed for printing tasks. DocuWare offers robust security features, including role-based access control, which restricts access to documents based on users' roles and responsibilities. Encryption of stored documents and data transmission ensures that sensitive information remains secure, reducing the risk of unauthorised access or data breaches. Seamless scalability to grow with your business DocuWare helps businesses adhere to regulatory requirements by facilitating document retention policies, ensuring the integrity of stored documents, and enabling secure access controls. Features such as version control and audit trails assist your business in demonstrating compliance with GDPR and industry-specific regulations. A scalable...

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### M Files

> M-Files play a crucial role in streamlining print management processes, enhancing productivity, and improving the overall efficiency of your print operations.

- Published: 2024-05-16
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/m-files/

MANAGED PRINTM-FILESM-Files play a crucial role in streamlining print management processes, enhancing productivity, and improving the overall efficiency of your print operations. Optimise print operations with M-Files for enhanced productivity An M-File is a file containing macros, sets of instructions or commands that automate tasks within the print management system. These macros can be written in languages like VBA (Visual Basic for Applications) or other scripting languages supported by the print management software.  M-Files enable the automation of various tasks within print management systems. For instance, they can automate the process of collecting print job data, analysing printing patterns, or scheduling printer maintenance.   Benefit from enhanced efficiency with automated task delivery By automating repetitive tasks, M-Files significantly increase efficiency in print management operations. For example, instead of manually configuring printer settings for each print job, macros can be programmed to apply predefined settings automatically. This efficiency gain leads to faster turnaround times for print jobs and enhances overall workflow productivity. M-Files ensure consistency by executing predefined sets of instructions reliably every time they are run. This consistency is vital for maintaining quality standards across print jobs. For example. macros can enforce standard printing settings, ensuring that all printouts adhere to corporate branding guidelines or regulatory requirements.   Benefit from flexibility and customisation options with M-Files Users can tailor macros to suit specific requirements or workflows within their print management system. For example, macros can be customised to accommodate unique print job specifications, such as paper size, orientation, or colour profiles. Automation through M-Files reduces...

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### Therefore

> Therefore document management is a comprehensive business solution for managing their documents efficiently, securely, and cost-effectively, ultimately leading to improved operations and better business outcomes.

- Published: 2024-05-16
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/therefore-document-management/

MANAGED PRINTTHEREFORE DOCUMENT MANAGEMENTTherefore document management helps businesses manage their documents efficiently, securely, and cost-effectively. Improve operations with Therefore document management solutions Therefore document management helps you organise, store, and manage documents in a digital format. This business software enables businesses to streamline their document-centric processes, improve collaboration and efficiency and ensures compliance. Digitally store your business documents using clear categorisation for retrieval Therefore document management provides a centralised repository where all documents are stored digitally, eliminating the need for physical filing cabinets and scattered file storage locations.  Documents can be categorised, tagged, and indexed based on metadata, such as document type, date, author, or keywords, making it easy to classify and retrieve them later. The advanced search capabilities enable users to quickly locate specific documents using keywords, phrases, or filters, saving valuable time and effort. Enhance collaboration with Therefore document management One of the key benefits of Therefore is its ability to facilitate collaboration among team members. By providing secure access to documents via the cloud server, Therefore enables employees to work together on projects, regardless of their location.  Users can share documents, review and edit them in real-time, and track changes made by multiple collaborators.  There are version control features, ensuring that users always have access to the latest version of a document and can revert to previous versions if needed. Good integration capability and automation of repetitive tasks Therefore streamlines document-related processes, automates repetitive tasks, and eliminates manual workflows, leading to significant productivity gains for businesses. The software simplifies document...

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### PaperCut

> PaperCut provides businesses with the tools they need to gain better visibility and control over their print, leading to cost savings, improved efficiency, and enhanced security.

- Published: 2024-05-16
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/papercut/

MANAGED PRINTPAPERCUT PRINT MANAGEMENT APPLICATIONPaperCut provides businesses with the tools they need to gain better visibility and control over their print, leading to cost savings, improved efficiency, and enhanced security. PaperCut monitor, control and optimise their printing environments PaperCut is an advanced print management software application has been designed to provide a suite of solutions designed to address various aspects of print management, including cost reduction, environmental sustainability, print security, print accountability, and flexible deployment options. It helps businesses to reduce their print expenditure by implementing print quotas, charging users for their print usage, and promoting responsible printing behaviour.   Environmental sustainability is a key focus area for PaperCut coupled with security Businesses can promote eco-friendly printing practices by encouraging duplex printing, setting default print settings to grayscale, and implementing print policies that minimise paper waste. These efforts contribute to lowering the environmental footprint of businesses. PaperCut promotes print accountability by tracking print usage and assigning costs to individual users or departments. This promotes transparency in printing activities, enabling organisations to better understand their printing needs, allocate printing resources effectively, and identify optimisation opportunities.   Enhance security and authentication to prevent unauthorised access Print security is enhanced through PaperCut's authentication options, such as username/password, PIN codes, or swipe cards before releasing print jobs. This prevents unauthorised access to sensitive documents and ensures that confidential information remains protected throughout the printing process. PaperCut also offers flexible deployment options, enabling businesses to implement the software on-premises or in the cloud based on their specific requirements and preferences.  ...

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### DocuSign

> DocuSign revolutionises the document management process. It enables users to effortlessly generate agreements, verify identities, review terms, send and sign agreements, automate workflows, and securely store and manage documents.

- Published: 2024-05-16
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/docusign/

MANAGED PRINTDOCUSIGN TECHNOLOGYDocuSign enables users to effortlessly generate agreements, verify identities, review terms, send and sign agreements, automate workflows, and securely store and manage documents. Document management solutions designed to simplify your essential business processes DocuSign is a comprehensive platform that revolutionises the document management process. It enables users to effortlessly generate agreements, verify identities, review and negotiate terms, send and sign agreements, automate workflows, and securely store and manage documents.  Our DocuSign solutions facilitate the legal and secure collection of approvals online within minutes. Replacing traditional, time-consuming manual signing processes with e-signatures accelerates agreement procedures, increases productivity and delivers a first-class solution for sending and signing documents online. DocuSign is easy to use and integrates with over 400 systems A user-friendly interface simplifies the signing process for users. Signers can effortlessly create custom signatures and complete required fields with ease remotely and from any device with an internet connection. This eliminates the need for travel, allowing for quick and convenient signings from the comfort of home or the office. Seamlessly integrate DocuSign with your existing business applications including Oracle, Salesforce, and Slack, eliminating the need for constant app downloads to enhance productivity and saving time and money.   Streamlining workflows for enhanced productivity Collaborative tools enable seamless teamwork with real-time comments, delegated signing, customisable templates, and envelope sharing to enhance collaboration and keep workflows moving efficiently. By automating tasks and simplifying document creation, sending, and signing processes, you save valuable time. This enables employees to focus on core tasks, ultimately boosting productivity...

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### eSign Technology

> ESign is a digital method of signing documents, removing the need for traditional written signatures. It enables individuals and businesses to sign contracts, agreements, and other documents digitally, streamlining the process.

- Published: 2024-05-16
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/esign-technology/

MANAGED PRINTeSIGN TECHNOLOGYeSign is a digital method of signing documents, removing the need for traditional written signatures. It enables individuals and businesses to sign contracts and other documents digitally. eSign technology enables you to securely sign from anywhere ESign, short for electronic signature, is a digital method of signing documents, removing the need for traditional written signatures. It streamlines the process and simplifies the process of collecting agreements from individuals across various locations. Opus provide a range of eSign solutions that ensure authentication and the validity and integrity of signatures. Secure encryption and audit trail features also maintain legal compliance and document security. Remotely sign documents, easily and securely With e-signatures the entire signing process can be completed digitally on a computer or mobile device, wherever you are. Ideal for clients in different regions or countries and remote workers away from the office.  Signing documents without having to meet face-to-face streamlines the entire process and makes it quick and easy to complete the signing process. Track signatures and manage the signing process with ease Our eSign solutions enable document tracking. When more than one person needs to sign a document, e-signatures enable you to keep track of a document’s status and to manage the signing process effectively. Why do clients choose Opus for managed print solutions? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams...

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### UniFLOW Online

> uniFLOW Online is a cloud-based print and document management solution that enables businesses to manage their printing and scanning workflows on a single easy-to-use online platform.

- Published: 2024-05-16
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/uniflow-online/

MANAGED PRINTUNIFLOW ONLINE PRINT SOLUTIONSuniFLOW Online is a print and document management solution that enables businesses to manage their printing and scanning workflows on a single easy-to-use online platform. UniFLOW Online cloud-based print and document management solutions UniFLOW Online is a cloud-based print and document management solution. It enables businesses of all sizes to manage their printing and scanning workflows on a single, secure and easy-to-use online platform. It's one fully integrated platform for all printing, scanning and device management needs. Benefit from significant cost savings with uniFLOW’S built-in features designed to optimise printing and copying processes Unreleased print jobs are automatically deleted, print jobs can be rerouted from desktop printers to multifunctional devices or the print room and company-wide print policies can be implemented. With an integrated reporting system tracking usage, internal costs can be charged back correctly, and current usage assessed. Our managed print solutions would identify such problems and include plans to reduce the hidden waste of employees’ time incurred on print-related tasks. This frees up staff time to focus on other strategic initiatives, as opposed to day-to-day maintenance tasks. uniFlow delivers enhanced document security Document security is crucial for businesses to prevent data breaches, intellectual property theft, and unauthorised access to confidential information. Opus document management solutions ensure your documents remain secure. By allowing only authorised access to devices, confidential documents are protected.  Access to device functionality can be restricted for specific users, groups or departments. Automatic deletion of print jobs when a device error occurs ensures document do...

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### Cellular IoT Connectivity

> Cellular IoT connectivity is the use of cellular (or mobile) networks to enable devices to communicate and transfer data.

- Published: 2024-05-14
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/iot/cellular-iot-connectivity/

IOT SOLUTIONSCELLULAR IOT CONNECTIVITYCellular IoT connectivity is  the use of cellular (or mobile) networks to enable devices to communicate and transfer data. Upgrade to a new standard of performance and reliability with our cellular IoT connectivity solutions Experience unmatched reliability, flexibility, and security that streamline every aspect of your operations. Understanding the components of an IoT solution is crucial.   A typical setup comprises four layers: sensing, networking, service, and interface. Our IoT cellular connectivity solutions lies within the networking layer, facilitating data transfer between devices and the cloud. With cellular IoT connectivity, the cellular networks enable seamless communication and data transfer and unlike consumer connectivity for phones, our service operates through a custom-built core network, establishing direct relationships with mobile network operators and strategically located points-of-presence in data centres. Optimised cellular IoT connectivity that caters for complex IoT applications Combining traditional cellular technologies and specialised IoT standards, our solution optimises data rate, power efficiency, coverage, and deployment complexity.  This versatile mix caters to diverse IoT application needs, offering a comprehensive solution beyond traditional networks. Versatile cellular IoT devices and applications UNSHAKABLE RELIABILITYMulti-network SIMs automatically switch between networks during downtime to ensure your systems and devices are always online. ENHANCED SECURITYRobust security measures including static IPs, private APNs, and network-level content filtering that protect your data and devices. FLEXIBLE DATA PLANSAdaptable, cost-effective connectivity solutions, that easily align with different deployment needs, budgets, changes in device count and usage patterns. GLOBAL REACHCoverage across 185 countries that eliminates the complexities of dealing with multiple providers...

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### eSIM Solutions

> A business eSIM, or electronic SIM, replaces the traditional physical SIM card found in phones and tablets they eliminate the need for a removable SIM card.

- Published: 2024-05-14
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/iot/esim-solutions/

IOT SOLUTIONSBUSINESS eSIM SOLUTIONSAn eSIM, or electronic SIM, replaces the traditional physical SIM card found in phones and tablets they eliminate the need for a removable SIM card. Benefit from greater flexibility and reduced costs with business eSIMs  An eSIM, or electronic SIM, replaces the traditional physical SIM card found in phones and tablets. Instead of a physical card, an eSIM is a piece of code embedded directly into the device itself, eliminating the need for a removable SIM card.  Opus is an accredited partner with EE, O2, and Vodafone, and offers comprehensive eSIM solutions that leverage the latest mobile technology. For convenience, eSIMs support multiple plans on a single device Our business eSIM solutions empower businesses with unparalleled flexibility. Employees can effortlessly switch between carriers, reducing costs associated with roaming charges and providing greater agility in managing mobile connectivity. eSIM technology enables the provisioning of multiple mobile plans on a single device, catering to a range of business needs. Whether it's maintaining separate business and personal lines or acquiring local numbers while abroad, eSIMs offer a versatile communication solution. Increased efficiency and streamline onboarding processes with eSIM technology With an eSIM for business solution you will benefit from streamlined device management. Remote provisioning, activation, and deactivation of SIM profiles simplify administrative tasks such as employee onboarding/offboarding and contract management. In addition, the rapid activation and provisioning capabilities of eSIMs make them ideal for businesses requiring swift deployment in response to emergencies or disasters. eSIMs provide enhanced features to safeguard and protect company...

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### IoT SIMs

> IoT SIM cards are made for IoT devices, different from those used in smartphones, as they are optimised for machine-to-machine (M2M) communication, tailored for IoT application needs.

- Published: 2024-05-14
- Modified: 2024-08-09
- URL: https://www.opustech.co.uk/iot/iot-sims/

IOT SOLUTIONSIoT SIM CARDSIoT SIM cards are specialised for IoT devices, optimised for machine-to-machine (M2M) communication, and tailored to meet IoT application requirements. Unlocking seamless connectivity with IoT SIM cards IoT SIM cards, are specialised SIM cards specially designed for use in IoT devices. Unlike traditional SIM cards used in smartphones, IoT SIM cards are optimized for machine-to-machine (M2M) communication and are tailored to meet the unique requirements of IoT applications. IoT SIM cards play a crucial role in enabling seamless connectivity for IoT devices, facilitating the exchange of data and enabling innovative IoT applications across industries such as manufacturing, transportation, healthcare, agriculture, and smart cities. Exploring the different types of IoT SIMs This type of SIM cards enable IoT devices to connect to cellular networks and transmit data over the internet, enabling communication between devices and centralised servers or cloud platforms.  IoT SIM cards come in various forms, including traditional SIM cards, electronic SIMs (eSIMs), and soldered SIMs, to accommodate different types of IoT devices and deployment scenarios. Powering low bandwidth IoT One of the main features of IoT SIM cards is their ability to support low-power, low-bandwidth applications which is typical of many IoT devices.  They offer specialised data plans and connectivity options optimised for IoT use cases, such as long battery life, extended coverage, and reliable connectivity in remote or challenging environments. The advanced features of IoT SIM cards IoT SIM cards generally include advanced management features that enable businesses to remotely monitor and manage their IoT deployments.  This includes functionalities...

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### IoT

> Our IoT solutions and specialist IoT consultancy enables businesses to proactively stay ahead of the curve and future-proof their operations with adaptable solutions that evolve to meet evolving needs.

- Published: 2024-05-14
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/iot/

IOT TECHNOLOGYIoT SOLUTIONS & IoT CONSULTANCYWith IoT consultancy, businesses can proactively stay ahead of the curve and future-proof their operations with adaptable solutions that evolve to meet evolving needs. Transform your business with smart IoT solutions and IoT consultancy Our IoT solutions empower businesses to harness the full potential of IoT technology and revolutionise their operations for a smarter, more connected future. IoT, or the Internet of Things, refers to the network of interconnected devices and sensors that collect and exchange data over the internet.  From smartphones and wearables to industrial machinery and smart home appliances, IoT enables seamless communication and collaboration between devices, driving automation, efficiency, and insights across various industries. Embrace the future and drive efficiency with IoT solutions and specialist IoT consultancy By choosing IoT, businesses can proactively stay ahead of the curve and future-proof their operations with adaptable solutions that evolve to meet evolving needs. IoT enables businesses to streamline processes, automate tasks, and optimise resource utilisation by leveraging real-time data insights from interconnected devices. Enhance decision making using insights and improve customer experience IoT solutions enable businesses to gain access to actionable insights derived from comprehensive data analytics and predictive modelling, enabling faster and more informed decision-making processes. Our IoT services and consultancy services enable businesses to deliver personalised experiences, anticipate customer needs, and enhance overall satisfaction, leading to stronger customer relationships and loyalty. IoT solutions super charge productivity levels IoT driven tools and technologies have the potential to revolutionise the way businesses operate by empowering their workforce...

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### 5G Connectivity

> Opus provides 5G business mobile solutions for businesses available on EE, Vodafone and O2. 5G is the fifth generation of wireless technology, offering fast data speeds.

- Published: 2024-05-14
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/iot/5g-connectivity-for-businesses/

BUSINESS MOBILE SOLUTIONS5G MOBILE CONNECTIVITY SOLUTIONSOpus provides business 5G connectivity solutions available on EE, Vodafone and O2. Super fast 5G for business, powering your 5G business mobile needs 5G for business is the latest iteration in wireless technology, marks a significant leap forward from its predecessors like 3G and 4G. Much more than just faster speeds, 5G brings a host of transformative capabilities that promise to revolutionise connectivity. Adopting 5G connectivity for business holds the potential to transform businesses, driving efficiency, innovation, and competitiveness in an increasingly digital and interconnected world. Harness the power of 5G business mobile to revolutionise your operations At its core, 5G for business boasts remarkable speed, delivering data at rates that exceed those of earlier generations. With significantly faster speeds and reduced latency, 5G enables businesses to carry out tasks more efficiently.  This means quicker access to data, faster file transfers, and smoother communication, all of which contribute to streamlined workflows and increased productivity. 5G expands the horizon of connectivity by offering vastly increased capacity This means that a multitude of devices can be seamlessly linked within a confined space, paving the way for the rise of the Internet of Things (IoT) and enabling smart cities, autonomous vehicles, and interconnected infrastructures to thrive. This enables businesses to collect and analyse data in real time, leading to actionable insights that can drive informed decision-making, optimise processes, and enhance customer experiences. 5G enables next-level remote collaboration with seamless connectivity and flexibility The robust connectivity provided by 5G empowers remote...

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### O2 Business Mobile Solutions

> Our O2 business mobile contracts provide reliable connectivity, tailored plans, and dedicated support to empower businesses with efficient communication solutions.

- Published: 2024-05-14
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/mobile/o2-business-mobile-solutions/

BUSINESS MOBILE SOLUTIONSO2 BUSINESS MOBILE CONTRACTSOur O2 business mobile contracts offer reliable connectivity, tailored plans, and dedicated support to empower businesses with efficient communication solutions. Flexible O2 business contracts and business mobile solutions As an accredited O2 partner, Opus delivers O2 business mobile solutions that prioritise flexibility and reliable network coverage. Our range includes O2 business contracts and data plans featuring roaming, data rollover, and various contract lengths. Whether your teams work from home, the office, or on the go, our O2 business mobile contracts ensure seamless connectivity. They provide comprehensive coverage, reliability, and security crucial for your business operations.   Benefit from flexible contract lengths and data rollover options with O2 Tailored to fit your business requirements, our flexible O2 business mobile solutions provide a wealth of options with contract lengths and data rollover options. Various roaming options ensure continuous connectivity regardless of your location worldwide. Whether you're travelling within Europe, outside Europe for up to 30 days, or on shorter trips lasting 24 hours, there are options to accommodate all businesses sizes and specific requirements. O2 was awarded the best network for reliability three years in a row O2, a trusted network, boasts reliable and extensive coverage, earning accolades such as Best Network for Reliability three years in a row by Global Wireless Solutions (GWS). Covering over 99% of the UK population and extending 5G to over 300 towns and cities, O2 provides a solid foundation for communication, productivity, and growth. Solid coverage free from interruptions As your business expands, O2's extensive...

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### Business Mobile Contracts

> Business mobile contracts offer numerous advantages tailored to specific business needs. Cost savings as well as efficient management are the primary benefits.

- Published: 2024-05-14
- Modified: 2024-07-24
- URL: https://www.opustech.co.uk/mobile/business-mobile-contracts/

BUSINESS MOBILE SOLUTIONSBUSINESS MOBILE CONTRACTSOur business mobile contracts offer numerous business benefits and are fully tailored to meet the requirements of specific business needs. Reap the endless benefits from business mobile phone contracts Our business mobile contracts provide a wealth of cost savings to our clients and provide discounted rates for services and devices. This cost-effective aspect extends to various aspects, including monthly service fees, device costs, and data usage charges, helping businesses optimise their communications expenses.  By consolidating multiple lines and devices under a single account, businesses streamline the extensive administrative tasks such as billing, account management, and device provisioning reducing the administrative burden associated with managing disparate consumer accounts. Business mobile phone contracts provide a huge amount of flexibility and customisation options The plans can be tailored to suit their specific requirements, selecting the appropriate mix of voice, text, and data allowances for their employees. They often come with enhanced features and services designed for professional use.  These may include mobile device management (MDM) tools for enhanced security, priority customer support, and access to advanced productivity applications and mobile application management (MAM). Consolidated mobile billing and account management as standard Consolidated billing is another advantage of business mobile contracts as businesses can gain better visibility into their mobile expenses, track spending, and allocate costs more effectively.  As part of our business mobile contracts, we provide each of our mobile clients support from a dedicated account manager and our customer experience team to ensure that there is always quick and efficient support...

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### Teams Phone Mobile

> Teams Phone Mobile is a feature-rich communication solution that integrates Microsoft Teams with mobile devices, enabling users to make and receive calls, access voicemail, and collaborate seamlessly while on the go.

- Published: 2024-05-13
- Modified: 2024-05-13
- URL: https://www.opustech.co.uk/mobile/teams-phone-mobile-solutions/

BUSINESS MOBILE SOLUTIONSTEAMS PHONE MOBILE SOLUTIONSTeams Phone Mobile is a feature-rich communication solution that integrates Microsoft Teams with mobile devices, enabling users to make and receive calls, access voicemail, and collaborate. Teams Phone Mobile solutions Empower your workforce with the latest innovation in unified communications. Exclusively available on EE, Teams Phone Mobile seamlessly integrates your mobile phone into the Microsoft Teams and Phone System environment, revolutionising the way you connect and collaborate. Teams Phone Mobile enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams, allowing you to utilise your SIM-enabled mobile phone as your Teams phone, independent of the Teams app. Say goodbye to juggling multiple numbers and devices – with Teams Phone Mobile, you can effortlessly switch between your mobile device and desk line using a single phone number. Deliver the same seamless user experience your employees are used to but on mobile With a Teams Phone Mobile solution from Opus, your business can experience the benefits of the first true unified communications solution with the same seamless experience whether you’re working from your mobile device or your desk. Teams Phone Mobile seamlessly integrates with Teams, allowing you to effortlessly switch calls between your mobile and desk for improved collaboration, including video and content sharing. Presence integration also ensures your Teams status updates when you’re on a call using the native dialler. Record calls and access a unified call history for streamlined reporting Automatic Call Recording with Teams Phone Mobile enables you to record mobile phone calls effortlessly with the...

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### Vodafone Business Mobile

> Vodafone business mobile solutions and calling and data plans provide a range of solutions from voice and data to device management & more.

- Published: 2024-05-13
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/mobile/vodafone-business-mobile-solutions/

BUSINESS MOBILE SOLUTIONSVODAFONE BUSINESS MOBILE SOLUTIONSVodafone business mobile solutions provide a range of solutions from voice and data plans to device management & more. Vodafone business mobile solutions from Opus As an accredited Vodafone partner, Opus delivers top-tier Vodafone business mobile solutions that span across the UK and internationally, ensuring extensive coverage and connectivity for your organisation worldwide.  Opus offer a range of business mobile solutions including plans with shared data pools and international roaming packages.   For employees requiring communication while travelling or connecting with stakeholders abroad, Opus offers a wide range of business roaming and international calling solutions. Vodafone's business mobile plans ensure businesses have reliable connectivity globally This enables smooth communication between travelling employees and remote teams, promoting effective global collaboration. Vodafone's leadership in 5G network coverage across 12 countries and almost 350 European cities enables improved performance for your business users, including super fast, stable downloads on the move. Get in touch Benefit from guaranteed network reliability and high speed data connections with Vodafone business mobile Vodafone's business mobile solutions provide high-speed data connections. Vodafone's robust network enables uninterrupted essential business operations such as video conferencing, accessing cloud services, and transferring large files. Committed to sustainability, Vodafone leads in Europe with its green network powered by 100% renewable energy, aiming for net zero carbon emissions by 2040.   Achieve mobile security compliance with Vodafones business mobile features Focused on security, Vodafone offers features such as secure VPN connections and mobile device management solutions, ensuring the protection of sensitive data and compliance...

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### Microsoft Intune

> Microsoft Intune provides mobile device management (MDM), mobile application management (MAM), and PC management.

- Published: 2024-05-13
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/mobile/microsoft-intune-endpoint-management/

BUSINESS MOBILE SOLUTIONSMICROSOFT INTUNE ENDPOINT MANAGEMENTMicrosoft Intune is a cloud-based service that provides mobile device management (MDM), mobile application management (MAM) and PC management capabilities. Manage and secure your employees devices, applications, and data remotely with Intune Microsoft Intune is a cloud-based tool that provides comprehensive mobile device management (MDM), mobile application management (MAM), and PC management capabilities. It allows businesses to securely manage their employees' devices, applications, and data from one centralised dashboard, regardless of the device's location. vWith Intune, businesses can enforce security policies, such as requiring device encryption, enforcing passcode policies, and restricting access to corporate data based on device compliance rules. It also enables IT consultants to deploy and manage applications, update device settings, and remotely wipe data from lost or stolen devices. The comprehensive business benefits of Microsoft Intune Microsoft Intune provides a wealth of business benefits including enhanced security, improved productivity, simplified management, and reduced IT overhead.  By providing a secure and flexible management solution, Intune enables businesses to embrace mobility while maintaining secure control levels over corporate data and resources. Get in touch Quickly and easily deploy Intune across all operating systems Intune’s primary functionalities are Mobile Device Management (MDM) for overseeing hardware and Mobile Application Management (MAM) for safeguarding sensitive data.  Intune supports various mobile operating systems like Android, iOS/iPadOS, Linux Ubuntu Desktop, macOS, and Windows client devices, catering to diverse needs of all types of businesses. Intune operates with a zero-trust security model, that provides cutting-edge cybersecurity measures for businesses The zero-trust model assumes...

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### Mobile Application Management

> Mobile application management (MAM) is a security strategy that helps businesses manage and protect mobile apps used by their employees.

- Published: 2024-05-13
- Modified: 2024-12-23
- URL: https://www.opustech.co.uk/mobile/mobile-application-management/

BUSINESS MOBILE SOLUTIONSMOBILE APPMANAGEMENT SOLUTIONSOur Mobile Application Management (MAM) solutions help businesses manage employees devices by controlling app distribution, app usage, and security policies. Securely manage your mobile workforce with Mobile Application Management Mobile Application Management is an essential component of modern enterprise mobility strategies, providing businesses with the tools to maintain security, streamline app management, and empower their mobile workforce. Opus provide a wide range of Mobile Application Management solutions, these solutions help you to create a productive, compliant, and secure mobile workforce that operates efficiently across all devices.  Mobile Application Management (MAM) goes beyond traditional application management by prioritising security, compliance, and streamlined app control. MAM solutions enable businesses to embrace mobility without compromising sensitive data, this is done within the solution by implementing advanced security controls, enforcing granular access policies, and monitoring app usage. Comprehensive Mobile Application Management to deliver secure and efficient business operations Effective Mobile Application Management solutions combine innovative technologies and streamlined processes to deliver comprehensive management and security for business applications.  They deliver far more than just deploying or updating applications on mobile devices, MAM solutions provide businesses with robust tools to manage their entire mobile ecosystem, the software helps to protect against potential data breaches, malware, and unauthorised access attempts to ensure that sensitive business information remains highly secure. Consisten and efficient service is key to delivering exceptional value Our mobile support services ensure quick issue resolution, reduced operational costs and proactive problem-solving around the clock. Net Promoter Score 0 Month on month we...

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### Microsoft Defender

> Microsoft Defender for Business provides a range of protection from cyber threats, including malware, viruses, ransomware, and other malicious software. Opus provide specialist Defender consultancy services.

- Published: 2024-05-13
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-defender-consultancy/

MICROSOFT SOLUTIONSMICROSOFTDEFENDER FOR BUSINESS Microsoft Defender for Business is a comprehensive security platform that provides a range of protection from cyber threats, including malware, viruses, ransomware, and other malicious software. Microsoft Defender for Business is the comprehensive security solution Microsoft Defender for Business is a comprehensive security solution designed to protect businesses against cyber threats. It offers advanced threat protection capabilities to safeguard endpoints, email, and identities, helping businesses to defend against malware, phishing attacks, ransomware, and other malicious activities.  This integrated security platform provides a range of features, including endpoint protection, email security, and identity and access management.  Using artificial intelligence (AI) and machine learning algorithms Defender detects and responds to threats in real time, helping businesses stay ahead of evolving cyber threats and our specialist Microsoft Defender consultancy services ensure that Defender is setup to deliver the correct level of protection that your business needs. Automated threat response capabilities with Microsoft Defender for Business Opus provide specialist Microsoft Defender consultancy services. Microsoft Defender for Business also offers centralised management through an intuitive dashboard, enabling the configuration of security policies, monitoring of security events, and incident investigation. With automated threat response capabilities, Defender helps businesses mitigate security risks and minimise the impact of security breaches. Get in touch Defender for Business provides comprehensive security protection to safeguard your business Microsoft Defender for Business, provides comprehensive protection across various threat vectors, safeguarding businesses against a multitude of cyber threats. It employs sophisticated algorithms and threat intelligence to detect and mitigate malware, viruses, ransomware, phishing...

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### Microsoft Sharepoint

> Our Microsoft SharePoint consultants provides expert guidance and support in implementing, optimising, and managing SharePoint deployments.

- Published: 2024-05-13
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-sharepoint-consultancy/

MICROSOFT SOLUTIONSMICROSOFTSHAREPOINT CONSULTANCYOur Microsoft SharePoint consultants provide expert guidance and support to businesses in implementing, optimising, and managing SharePoint solutions. Microsoft SharePoint consultancy to help you maximise your SharePoint deployment Microsoft SharePoint is a versatile collaborative application typically used for sophisticated information management as well as an intranet solution and more. It offers seamless collaboration, file sharing, and search capabilities across your entire business.  As an integral component of Microsoft 365, SharePoint  delivers powerful content management features, serving as the backbone for various other Microsoft services like Teams, Viva Engage, Viva Connections, Stream, and numerous others. Microsoft SharePoint fully integrates with the Microsoft 365 applications SharePoint enhances productivity and streamlines business processes enabling businesses to create SharePoint website, intranets, and portals for sharing information, managing content, and collaborating on projects. Additionally, it provides features such as workflow automation, version control, and integration with many other Microsoft 365 applications. Our team of specialist Microsoft SharePoint consultants will work with you to fully customise the solution to your specific business needs. Get in touch Maximise your SharePoint investment with specialist Microsoft SharePoint consultancy Microsoft SharePoint consultancy enables businesses to benefit from expert guidance and support in implementing, customising, and optimising SharePoint solutions. Our SharePoint consultants have significant expertise in areas such as information architecture, document management, collaboration, workflow automation, and intranet development.  They help businesses maximise the value of their SharePoint deployment by aligning the platform with business objectives and enhancing user adoption to ensure SharePoint is successfully adopted across the business. Drive productivity and...

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### Disaster Recovery Plans

> Our IT disaster recovery plans (DRP) outline detailed procedures and strategies to respond to unplanned incidents or cyber attacks.

- Published: 2024-05-13
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/cyber-security/disaster-recovery-planning/

CYBER SECURITY SOLUTIONSIT DISASTER RECOVERY PLANSWe help our clients formulate an IT disaster recovery plan (DRP) to outline procedures and strategies to help them respond to unplanned incidents and minimise impact on operations. Mitigate unforeseen events and safeguard critical business data Comprehensive IT disaster recovery planning (DRP) is a critical component of business resilience. We assist our clients in formulating their IT disaster recovery plans, ensuring a well-structured response is in place to overcome unplanned incidents like natural disasters, cyberattacks, and power outages. Our IT disaster recovery plans include a range of strategies to minimise the impact of disasters and enable business continuity with minimal disruption. DR plans are normally complemented by a broader IT business continuity plan that holistically addresses the wider business operations. Disaster Recovery as a Service (DRaaS) is a secure, cloud-based solution DRaaS is a cost-effective, subscription-based service that eliminates the need for expensive secondary data centres, enabling resources to be directed toward strategic business priorities. It scales easily alongside your business, adapting to evolving data volumes and specific recovery needs. It enables swift failover to a virtualised backup environment, ensuring minimal downtime and seamless continuity while your primary systems are fully restored. With near-instantaneous recovery times, DRaaS enhances your business's ability to recover quickly from disruptions. Consistent IT support SLAs for added peace of mind Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to ensure our customers are satisfied...

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### Business Continuity Planning

> Our Business Continuity Planning services outlining procedures and processes to sustain critical business operations.

- Published: 2024-05-13
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/business-continuity-plans/

CYBER SECURITY SOLUTIONSBUSINESS CONTINUITY PLANSOur business continuity planning services help you form a comprehensive strategy to sustain critical operations during and after disruptive events. Business continuity planning encompasses three key elements: resiliency, recovery and contingency Many businesses outsource their business continuity plan (BCP) to a managed service provider who has the expertise to analyse their IT setup at a much deeper level, challenge their existing processes, and strategically refine those that would be deployed in the event of unforeseen circumstances. We typically produce both the business continuity plan and disaster recovery plan (DRP) in tandem to deliver a comprehensive approach to resilience. Proactive business continuity planning will help safeguard business operations A business continuity plan (BCP) is a strategic document designed to ensure that essential business functions can continue during and after unplanned disruptions such as a server/backup failure, a cyber attack or a natural disaster like a fire or flood. The goal of any effective business continuity planning is to maintain business operations, protect employees and assets, and minimise any financial loss during times of crisis. Get in touch Efficient service is key to delivering exceptional value Our IT service desk services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your IT estate is fully supported around the clock. Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to ensure our...

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### Extended Detection and Response (XDR)

> Extended Detection and Response (XDR) services detect, investigate and respond to cyber threats across endpoints, networks, and the cloud.

- Published: 2024-05-09
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/extended-detection-and-response/

CYBER SECURITY SOLUTIONSEXTENDED DETECTION & RESPONSE SERVICES (XDR)Extended detection and response (XDR)  detects, investigates, and responds to cyber threats across endpoints, networks, and cloud environments. Unified cyber protection with our extended detection and response (XDR) services Unlike traditional security tools that focus on individual components like endpoint detection and response (EDR) or network security monitoring (NSM), extended detection and response (XDR) provides a unified platform that correlates and analyses data from multiple sources to provide a more holistic view of a businesses cyber security incidents. By aggregating and contextualising data from endpoints, networks, applications, and cloud services, XDR enables cyber security consultants to detect sophisticated threats much more effectively and respond to them in a timely manner. Elevate your cyber security posture to the next level with extended detection and response services Extended detection and response (XDR) manages threat detection to the next level by providing businesses with a comprehensive and integrated approach to cyber security. By consolidating data from multiple sources such as endpoints, networks, applications, and cloud environments, XDR provides a unified platform for detecting threats across the entire IT infrastructure estate. This holistic view enables businesses to identify sophisticated threats that may evade traditional security measures.   Providing full threat visibility across your entire estate One of the key advantages of extended detection and response  solutions is their ability to enhance visibility into an businesses security posture. By aggregating and correlating data from various sources, including logs, events, and alerts, XDR provides security teams with a comprehensive view of their...

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### Managed Detection & Response

> Managed detection and response services (MDR) provide proactive monitoring, detection and response to threats in real-time.

- Published: 2024-05-08
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/cyber-security/managed-detection-and-response/

CYBER SECURITY SOLUTIONSMANAGED DETECTION & RESPONSE (MDR) SOLUTIONSManaged Detection and Response solutions provide proactive monitoring, detection, and response to threats in real-time. Managed detection and response (MDR) to proactively monitor and detect threats in realtime Our managed detection and response services (MDR) provides continuous monitoring, detection, and response to threats within an businesses network. Unlike traditional cybersecurity approaches that rely on reactive measures, MDR services proactively hunt for threats, identify suspicious activities, and respond to incidents in real-time. MDR helps businesses improve their security posture, reduce the impact of cyber threats, and minimises the risk of data breaches by providing comprehensive threat detection and response capabilities. Enhancing security with advanced threat detection and analytics with MDR Our managed detection and response services employ a combination of advanced threat detection technologies, such as behaviour analytics, machine learning, as well as threat intelligence, to identify and flag potential security threats that may evade traditional security measures.  MDR solutions can detect suspicious behaviour indicative of malware infections and unauthorised access attempts, by continuously monitoring network traffic, endpoint activities, and system logs. Get in touch Our managed detection and response services provide proactive incident response to contain security incidents With 24/7 monitoring and response capabilities that allow for rapid detection and containment of security incidents before they escalate into significant breaches, our managed detection and response solutions are invaluable to businesses of all sizes. To minimise downtime, data loss, and repetitional damage associated with cyber attacks, our cyber security consultants respond to alerts in real-time, investigating potential threats,...

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### Endpoint Detection & Response

> We provide a wide range of endpoint detection and response solutions (EDR) to continually monitor an endpoint and protect your business.

- Published: 2024-05-08
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/cyber-security/endpoint-detection-and-response/

CYBER SECURITY SOLUTIONSENDPOINT DETECTION & RESPONSE (EDR) SOLUTIONSEndpoint Detection and Response (EDR) continuously monitors devices within a network, identifying and responding to potential cybersecurity threats in real-time. Endpoint detection and response solutions Endpoint Detection and Response solutions (EDR)  detect and respond to advanced threats on network endpoints. They monitor endpoint activities for suspicious behaviour, alerts in real-time, and provides detailed data for prompt investigation and response. Our Endpoint Detection and Response solutions typically include features like endpoint visibility, threat intelligence integration, and automated responses to prevent security breaches. Enhancing endpoint security with endpoint detection and response Our endpoint detection and response security solutions monitor and log activities occurring on endpoints and all workloads, granting security teams the necessary visibility to detect otherwise hidden incidents.   Ensuring consistent and thorough visibility into endpoint activities in real-time. They deliver advanced threat detection, investigation, and response functionality, including incident data search and investigation, alert prioritisation, validation of suspicious activities, proactive threat hunting, as well as helping to contain malicious activities. Managed endpoint detection and response solutions provide advanced threat detection functionality EDR solutions employ sophisticated detection algorithms and machine learning capabilities to continuously monitor endpoint activities in real-time. By analysing endpoint data, EDR solutions can identify and flag suspicious behaviour indicative of advanced threats. This proactive approach enables businesses to proactively detect malware, ransomware, and other sophisticated cyber-attacks before they cause significant damage to the network or compromise sensitive data. Get in touch Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a...

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### Infinity Call Tracking

> The Infinity call tracking platform links the customer journey directly to phone calls, providing valuable insights to ensure your marketing budget is invested wisely on the channels that deliver for you.

- Published: 2024-05-08
- Modified: 2024-11-29
- URL: https://www.opustech.co.uk/telecoms/infinity-call-tracking/

TELECOMS SOLUTIONSINFINITY CALL TRACKINGInfinity call tracking links the customer journey directly to phone calls, providing valuable insights and budget optimisation. Transform your contact centre with AI powered call tracking analytics Our strategic partnership with Infinity call tracking will help you unlock performance-boosting insights without manual call monitoring. Saving you time and improving performance, ensuring you delight your customers every time they contact your business.   Unearth hidden insights to determine the source of your inbound enquiries Infinity’s call analytics platform is designed to help you unearth hidden insights from every call your business handles, helping you make smarter business decisions and improve the experiences you deliver – for customers and your agents. Get in touch Unlock performance-boosting insights without manual call monitoring By automatically monitoring 100% of your calls, Infinity gives you the insight you need to optimise agent performance and send NPS sky-high without needing to manually listen in. Through connecting call outcomes to activities and behaviour, deciding where to spend, how to train your sales team, and how to increase customer satisfaction across the board is easy. That’s why Infinity’s speech analytics tools play a critical role in the tech stack for marketing, sales, customer service, and contact centre teams all over the world. Download our guide on how to implement AI to deliver next level CX Discover how the combination of AI and innovative technology in your contact centre can revolutionise the customer experience. download the guide How call tracking can transform the contact centre experience Before the call, you...

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### VOIP

> VoIP telephony (Voice over Internet Protocol) also known as cloud or hosted telephony is a communication service that uses the Internet rather than a landline.

- Published: 2024-05-07
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/voip-telephony/

TELECOMS SOLUTIONSVOIP PHONE SYSTEM SOLUTIONSA VoIP phone system is a technology that allows voice calls to be made over the internet instead of traditional telephone lines. Unlocking efficiency and innovation with a VoIP phone system for your business Voice over Internet Protocol (VoIP) enables voice communication via the internet, replacing the traditional landline service. The key difference between VoIP phone system and a conventional landline is the technology used. Instead of relying on physical landlines, VoIP telephony harnesses the power of the internet. In a typical VoIP phone system setup, a handset or business phone system is connected to a router and leverages the internet to transmit voice. Our range of VoIP solutions provides businesses with cost-effective, flexible and feature-rich communication solutions that contribute to improved efficiency, collaboration and customer satisfaction. A key benefit of VoIP phone system is the cost savings available to a business Compared to traditional telephone services, VoIP phone systems typically offers lower costs, especially for long-distance and international calls. By integrating voice and data networks into a single infrastructure, VoIP eliminates the need for separate networks, leading to reduced expenses in infrastructure setup and maintenance.   This cost-efficient approach enables businesses to allocate resources more effectively, freeing up capital for other essential investments and enhancing overall financial performance. Get in touch VoIP provides seamless accessibility from anywhere with an internet connection Businesses have the flexibility to choose between 0800 or local numbers, allowing for national exposure or local community engagement depending on their goals. Employees can...

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### SD-WAN

> SD-WAN solutions utilise the principles of software-defined networking (SDN) to manage and enhance the performance of wide-area networks (WANs).

- Published: 2024-05-07
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/sd-wan/

TELECOMS SOLUTIONSSD-WAN SOLUTIONSSD-WAN, or Software-Defined Wide Area Network, is a technology that uses software to manage and optimise the performance of a wide area network. Enhancing connectivity with SD-WAN solutions SD-WAN leverages the principles of software-defined networking (SDN) to manage and enhance the performance of wide-area networks (WANs).  It monitors WAN performance, optimising traffic to maintain high speeds, this enables businesses to securely connect users, applications and data across multiple locations while delivering improved performance, reliability, and scalability. One of the key benefits of SD-WAN is its ability to simplify WAN management through centralised control and visibility, enabling your network administrators to efficiently oversee and optimise the entire network infrastructure.   Revolutionising connectivity and empower your business with SD-WAN solutions Our SD-WAN solutions transform enterprise network connectivity across expansive distances, revolutionising how your business stays connected. By leveraging MPLS, wireless, broadband, VPNs, and the internet, SD-WAN provides multi-site businesses and remote users with seamless access to corporate resources from anywhere. Unlike traditional WANs that rely on CLI-driven legacy routers for connectivity, SD-WAN offers a software-based solution that simplifies network management and enhances security. A centralised control plane enables administrators to deploy rules and policies across the network simultaneously. Streamlining network management with SD-WAN technology SD-WAN makes managing networks easier. Instead of dealing with lots of separate devices, SD-WAN uses a central controller to tell appliances what to do. These appliances connect different types of internet connections like MPLS, broadband, and LTE, all through one gateway. This setup boosts network speed, performance, and reliability,...

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### SASE

> Secure Access Service Edge (SASE) is a cloud service that integrates SD-WAN with security features such as SWG, CASB, FWaaS, and ZTNA.

- Published: 2024-05-07
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/sase/

TELECOMS SOLUTIONSSECURE ACCESS SERVICE EDGE (SASE) SOLUTIONSSecure Access Service Edge (SASE) is a cloud service that integrates SD-WAN with security features consolidating them into a single service. SASE solutions combine multiple networking and security capabilities and functions within a unified cloud-delivered solution Secure Access Service Edge referred to as SASE is a cloud-native architecture that integrates networking and security functions into a single cloud-based service. The idea behind SASE originated from the fusion of WAN edge and network security markets driven by the need for simplicity, scalability, flexibility, low latency, and security. SASE combines features such as SD-WAN with various security capabilities like Secure Web Gateways (SWG), Cloud Access Security Brokers (CASB), Firewall as a Service (FWaaS), and Zero-Trust Network Access (ZTNA). Empowering remote work with the flexible reach of Secure Access Service Edge (SASE) SASE essentially extends both networking and security capabilities to wherever they are needed, making them available for remote workers and those working from anywhere. This model allows businesses to take advantage of services like FWaaS, SWG, ZTNA, and various threat detection functions.          Integrated networking and security functions at the network edge SASE works by integrating networking and security functions into a unified cloud-delivered service at the network edge. This enables businesses to effortlessly support dispersed remote and hybrid users by connecting them to nearby cloud gateways instead of routing traffic to corporate data centres. It ensures consistent secure access to all applications while maintaining thorough visibility and inspection of traffic across all ports and protocols... .

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### MPLS

> Multiprotocol Label Switching (MPLS) is a networking technology that directs data packets efficiently along predefined routes through a network, enhancing performance and traffic management.

- Published: 2024-05-02
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/telecoms/mpls/

TELECOMS SOLUTIONSMULTI PROTOCOL LABEL SWITCHING (MPLS)MPLS is a networking technology that directs data along predefined routes through a network, enhancing both performance and traffic management. Streamlining networks with efficient Multiprotocol Label Switching (MPLS) solutions Multiprotocol Label Switching (MPLS) enables businesses to create smart networks that offer a variety of advanced services using just one infrastructure. MPLS improves network performance and efficiency by quickly routing data packets through a network using labels instead of IP addresses, ensuring fast and reliable transmission. With our MPLS solutions, you can easily connect remote offices and enhance user experience without major changes to your existing systems and seamlessly integrate with different technologies. Multiprotocol Label Switching provides reliable and consistent service levels MPLS delivers reliable and high-performance networking, prioritising critical traffic and ensuring consistent service levels. It combines features like Layer 3 VPNs, Layer 2 VPNs, Traffic Engineering, and Quality of Service to create efficient, scalable, and secure networks. Our MPLS solutions provide easy setup and management, delivering specialised IP services for providers and users across a wide range of devices. With MPLS, businesses can optimise their network infrastructure to support essential applications and services while delivering a seamless user experience. Benefits of MPLS vs SD-WAN Depending on your business requirements, alternative networking solutions like SD-WAN may be a better fit. SD-WAN expands on MPLS principles but with wider versatility. Offering secure, adaptable connectivity, not restricted to particular links or providers, and is tailored for cloud integration.  Unlike MPLS, which relies on backup links during outages, SD-WAN dynamically...

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### Managed IT Infrastructure

> Our managed it infrastructure services include systems management, network management and storage management.

- Published: 2024-04-13
- Modified: 2024-12-11
- URL: https://www.opustech.co.uk/it-services/managed-it-infrastructure/

IT SERVICESIT INFRASTRUCTURE MANAGEMENTBusinesses outsource the management, maintenance, and support of their IT infrastructure over to Opus. Managed IT infrastructure services include management of as servers, networks, storage, and data centres Our Managed IT Infrastructure Services are designed to simplify IT management, enhance cyber security and improve business performance. We offer a full range of services across all components of IT infrastructure, including servers, networks, storage, and data centres. Whether your business relies on traditional IT infrastructure or modern cloud infrastructure, our team ensures continuous monitoring, patch management, and performance optimisation. Our advanced network management services, we guarantee seamless connectivity while protecting your data with scalable storage solutions. Minimising downtime and maximising security with managed infrastructure By adopting a proactive approach and through 24/7 monitoring, we detect and resolve potential issues early, reducing the risk of costly disruptions.  Our Cybersecurity solutions are vast and include firewalls, MDR and encryption protocols to regular vulnerability assessments, we safeguard your data and ensure compliance with industry standards.     Efficient IT support delivers exceptional value Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus First Time Fix on a P1 99. 2 % We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents Embracing IaaS: scalable, cost-effective and secure IT solutions Many clients move to Infrastructure...

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### IT Security Consultancy

> Market leading IT Security Consultants specialising in cloud migration, networking, business continuity and disaster recovery.

- Published: 2024-04-13
- Modified: 2024-12-18
- URL: https://www.opustech.co.uk/cyber-security/it-security-consultancy/

CYBER SECURITY SOLUTIONSMARKET LEADING IT SECURITY CONSULTANTSOur comprehensive suite of cyber security consultancy services are fully tailored to your specific business needs. Access a team of specialist IT security consultants to take your business to the next level With cyber threats becoming increasingly advanced and IT security risks on the rise, businesses of all sizes are left vulnerable to attacks. Many businesses lack the necessary cyber security tools, strategies, and expertise to maintain a strong security posture, making them prime targets for cyberattacks. Our team of certified IT security consultants provide a range of tailored IT security solutions designed to safeguard your business. Whether they're working on standalone IT security consultancy projects or collaborating with in-house IT teams, our IT security consultants leverage years of experience, specialised knowledge, and cutting-edge cyber security technologies to ensure your business remains resilient, protected, and fully compliant. Access a team of certified IT security consultants with a wealth of experience The IT security consultancy team at Opus are experts across all areas of cyber security. They specialise in implementing and managing Microsoft’s advanced security solutions while crafting bespoke strategies to identify vulnerabilities and address specific risks. By partnering with our IT security consultants, businesses benefit from hands-on expertise that prioritises secure workflows, scalable infrastructure, and future-proof operations. Get in touch We will work together with your internal IT team or as standalone IT security consultants Working closely with internal IT teams and key stakeholders, our IT security consultants ensure your business remains secure against evolving...

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### Call Recording Solutions

> We provide a wide range of business call recording solutions to help businesses deliver outstanding customer service, compliance, and operational excellence.

- Published: 2024-04-13
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/call-recording/

TELECOMS SOLUTIONSBUSINESS CALL RECORDING SOLUTIONSCall recording is pivotal for businesses who strive to deliver customer service, compliance and operational excellence. Business call recording facilitates compliance requirements and provides insights to help businesses improve customer experience Business call recording solutions are pivotal for businesses who strive to deliver customer service, compliance and operational excellence. Call recording solutions not only aids in maintaining high service standards and legal compliance but also provides a solid foundation for ongoing improvement and customer satisfaction. Our call recording solutions help businesses meet stringent legal and regulatory requirements Our business call recording solutions help businesses meet stringent legal and regulatory requirements by securely recording and archiving phone conversations. Data protection and privacy laws are increasingly stringent, and ensuring that a business’s telephone interactions with customers comply with the set legal standards is paramount. Our solutions are designed to manage consent in line with regulations, automatically recording calls in a way that respects privacy laws. This not only protects businesses from potential legal implications but also builds trust with customers. Business call recording enables managers and quality assurance teams the ability to listen to recorded calls The quality assurance aspect of call recording is invaluable for identifying training needs, as it highlights areas where agents/employees excel and where improvement is needed. It fosters a culture of continuous learning and development, ensuring that your agents/employees are well-equipped to handle a wide range of customer queries and challenges. Get in touch Our call recording solutions provide factual and unbiased conversation records Disputes...

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### [Guide Download] Enhance CX and Reduce Overheads with AI Contact Centre Guide

> Discover AI technology that enhances your CX and streamlines operations in your contact centre. Download our comprehensive guide featuring recommended technologies.

- Published: 2024-04-09
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/enhance-cx-and-reduce-overheads-with-ai-contact-centre-guide-download/

AI CONTACT CENTRE GUIDEENHANCE CX AND REDUCE OVERHEADS WITH AILeverage AI-powered technologies to enhance customer experience and reduce overhead costs. The average cost of contact centre operationsWhy are contact centre overheads so expensive? 7 AI contact centre features you can implement right awayOptimise the customer journey, streamline operations and reduce costs     DOWNLOAD YOUR FREE GUIDE NOW  How AI enhances CX and streamlines operationsFinding the balance between offering great customer service and managing costs in your contact centre can be challenging. While adding more agents can improve service, it might not always be affordable. Harnessing AI-powered technologies can help by making processes smoother, improving CX and reducing overheads. Maximise efficiency and enhance CX Explore the benefits of AI-powered solutions such as Smart IVR, Interactive Virtual Agents, Agent Assist, Quality Monitoring, Workforce Management, AI Insights and Caller Insights. Ready to discuss your AI contact centre implementation? GET IN TOUCH

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### [Guide Download] AI and Innovative Technology in your Contact Centre Guide

> Unlock the potential of next-level CX with our guide to leveraging AI and innovative technology. Learn how AI adoption transforms your contact centre, including pre and post-adoption insights, and discover seven actionable AI features for immediate implementation.

- Published: 2024-04-09
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/ai-and-innovative-technology-guide-download/

AI CONTACT CENTRE GUIDELEVERAGING AI FOR NEXT-LEVEL CXDiscover how the combination of AI and innovative technology in your contact centre can revolutionise the customer experience. What is the relationship between AI and CX? How to address challenges to AI adoption7 AI contact centre features you can implement right awayDelight your customers, reduce costs and boost profitability    DOWNLOAD YOUR FREE GUIDE NOW  How does AI impact CX? Achieving excellent customer service while maintaining profitability is essential for contact centres. By leveraging AI, you can reduce your operational costs and increase revenue through improved customer retention and upselling opportunities. Whether you are fully committed to AI or just starting the journey, significant productivity and customer satisfaction enhancements are available with our AI contact centre solutions. Maximise customer satisfaction and efficiency  Explore the benefits of AI powered solutions such as Smart IVR, Interactive Virtual Agents, Agent Assist, Sentiment Analysis, Predictive Analytics, AI Insights, and Caller Insights. Ready to discuss your AI Contact Centre implementation? GET IN TOUCH

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### Microsoft Solutions

> Discover Microsoft's business solutions, including productivity tools and cloud services, to streamline operations and enhance efficiency.

- Published: 2024-04-08
- Modified: 2025-02-12
- URL: https://www.opustech.co.uk/microsoft-solutions/

MICROSOFT SOLUTIONSMICROSOFT SOLUTIONS PARTNEROpus can help you revolutionise the way your business operates with our wide range of Microsoft business solutions. Empower your business with Microsoft's scalable and secure business applications Microsoft Business Applications comprise of comprehensive solutions that encompass productivity, business management, cloud services, and AI all centralised in one platform. All the Microsoft applications are designed to scale alongside your business, ensuring they can accommodate operations of any size, they also come with enterprise-grade security measures to safeguard your data across all applications. Take your productivity to the next level with Microsoft 365 Microsoft 365 is an integrated suite of productivity and collaboration tools from Microsoft, combining the familiar Office applications with advanced cloud services, device management, and advanced security. It's designed to facilitate seamless communication and collaboration among users, allowing them to work from anywhere on any device.  This comprehensive solution includes applications like Word, Excel, PowerPoint, and Outlook, along with powerful cloud services such as OneDrive and Microsoft Teams, enhancing productivity and supporting remote work. Innovate with AI and Microsoft Copilot Microsoft Teams is a comprehensive collaboration platform designed to bring teams together, whether they're working remotely or in the same office. It integrates various communication tools such as chat, video conferencing, and audio calls into one interface, enabling fluid and efficient communication.  Teams also provides features for file sharing and storage, allowing users to collaborate on documents in real-time. It also integrates with other Microsoft and third-party apps, enhancing productivity by centralising workflows within the Teams environment.  ...

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### [Guide Download] CX Discovery Guide

> Our CX Discovery Guide covers why you need to prioritise customer experience and how our free 4-stage framework structures your journey towards CX excellence.

- Published: 2024-04-08
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/cx-discovery-guide-download/

CX DISCOVERY GUIDEACCELERATE CUSTOMER EXPERIENCE WITH CX DISCOVERYEnhance your CX and transform the customer journey to deliver consistently excellent end-to-end customer experiences.  What is CX and why is it important?  How CX Discovery can help transform customer experienceThe Opus CX Discovery FrameworkExploring your CX and business goals    DOWNLOAD YOUR FREE GUIDE NOW  What is CX Discovery? With customer expectations rising and digital changes happening rapidly, businesses must ensure great experiences throughout the customer journey. CX Discovery helps organisations to enhance their customer experience by analysing each stage of the customer journey, identifying pain points, and developing strategies to improve overall CX.  Transform the customer experience The Opus CX Discovery process involves workshops, interviews, data analysis, and recommendations tailored to the specific needs of your organisation. The goal of CX Discovery is to uncover insights, align stakeholders, and pave the way for effective CX transformation initiatives. Ready to discuss your CX requirements in more detail? GET IN TOUCH

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### Reporting Analytics

> Contact Centre reporting analytics enable managers to analyse key metrics and insight, which helps optimise agent productivity, enhance CX and drive operational efficiency.

- Published: 2024-04-08
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/reporting-analytics/

CX TRANSFORMATIONCONTACT CENTRE REPORTING & ANALYTICSContact centre reporting and analytics are crucial to optimise agent productivity, enhance customer experiences, and drive operational efficiency. Use call centre reporting and analytics to identify and track key metrics and optimise performance Call centre reporting and analytics are vital to analyse the performance of a contact centre. By analysing key metrics and insight, contact centre managers are enabled to optimise agent productivity, enhance customer experiences, and drive operational efficiency. Accurately track call volumes to highlight peak times and identify trends Call volume reports provide detailed insights into the volume of incoming and outgoing calls over specific time periods, such as hours, days, or weeks. These reports not only highlight peak call times but also identify trends and patterns in call traffic.  By analysing call volume data, contact centre managers can anticipate busy periods, adjust staffing levels accordingly, and optimise resource allocation to ensure efficient handling of customer enquiries. Our strategic partners Use contact centre reporting to identify areas for improvement by analysing Average Handling Time Average Handling Time (AHT) reports delve into the average time it takes for agents to handle customer interactions comprehensively. This metric encompasses various components, including talk time, hold time, and after-call work, offering a comprehensive view of agent performance.  With AHT analysis, managers can identify bottlenecks in the customer service process, implement strategies to streamline workflows, and improve overall efficiency. We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering high-quality customer experience...

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### Voice Automation

> Automated voice tools for contact centre use automated systems and technology to handle incoming and outgoing phone calls within the contact centre.

- Published: 2024-04-05
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/voice-automation-solutions/

CX TRANSFORMATIONCONTACT CENTRE AUTOMATED VOICE SOLUTIONSAutomated voice tools use automated systems and technology to handle incoming and outgoing phone calls within the contact centre. Automated voice tools enhance the customer experience without the need for human intervention Automated voice tools encompass a diverse range of functionalities aimed at improving efficiency, enhancing customer satisfaction, and ensuring a seamless customer experience across all touch points.  These tools use speech recognition, natural language processing, and interactive voice response (IVR) to automate various aspects of customer interactions over the phone. They enabling customers to perform tasks, obtain information, and resolve issues without the need for human intervention and they greatly improve operational efficiency and reduce agent workload. Our strategic partners IVR systems interact with customers and can route them to the best suited agent Interactive Voice Response (IVR) systems play a crucial role in the voice automation process. Using pre-recorded voice prompts and advanced speech recognition technology, IVR systems interact with callers, guiding them through a series of options and routing them to the appropriate department, specific agent or self-service options based on their input.  This ensures that customers are efficiently directed to the right resources, reducing call wait times and enhancing overall operational efficiency. We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this. READ THE GUIDE Add Your Heading Text Here...

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### AI Chatbots

> AI Chatbots for customer service act as virtual assistants that automatically handle a variety of customer enquiries that come into the contact centre.

- Published: 2024-04-05
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/ai-chatbots/

CX TRANSFORMATIONCONTACT CENTRE AI CHATBOTS FOR CUSTOMER SERVICEAI chatbots for customer service act as virtual assistants that handle a variety of enquiries into the contact centre as well as tasks through text-based communication channels. Our AI chatbots for customer service provide rapid and accurate responses to improve operational efficiency and enhance the overall customer experience Imagine resolving 50% of your inbound contact centre enquiries effortlessly. Our range of customer service chatbot solutions are powered by state-of-the-art AI language models, that enable your team to do just that. Our contact centre AI chatbots operate conversationally, mimicking natural language understanding to decipher intricate queries, prompt for clarifications and engage in fully-fledged conversations with customers. Empower your contact centre with AI-powered chatbot solutions Our range of AI chatbots for customer service are specifically designed for contact centres and draw answers from your support centre and knowledge base to ensure a comprehensive and accurate response to customer queries. The chatbot swiftly routes questions, sorts through complex issues and seamlessly transfers them to human support teams, ensuring an optimal customer experience. Equipped with AI-powered inbox capabilities, our chatbots enable human agents to respond quickly when they encounter complex problems and recap conversations for seamless handoffs between agents.  AI chatbots for customer service also work across multiple channels, enabling uninterrupted conversations regardless of the platform - be it WhatsApp, SMS or social media. Our strategic partners We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering high-quality customer experience and...

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### Engagement Workflow Automation

> Engagement workflow automation leverages advanced software tools, artificial intelligence (AI), and workflow management systems to automate repetitive tasks.

- Published: 2024-04-05
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/engagement-workflow-automation/

CX TRANSFORMATIONENGAGEMENT WORKFLOW AUTOMATIONEngagement workflow automation software uses advanced software tools, AI, and workflow management to automate tasks. Harnessing customer data and interaction context becomes effortless with engagement workflow automation software Engagement workflow automation software uses advanced software tools, artificial intelligence (AI), and workflow management systems to automate repetitive tasks. This transforms how customer interactions are managed in a contact centre by driving efficiency, improving service quality, and empowering agents to deliver exceptional customer experiences. By automating repetitive tasks and leveraging advanced technology, contact centres can streamline operations, reduce costs, and stay ahead of the curve whilst reaping operational efficiencies. Streamlined customer routing enhances CSAT and agent efficiency Automated routing swiftly directs incoming customer enquiries to the most suitable agent or department based on a range of predefined criteria, including skills, language proficiency, as well as issue complexity. Customers are seamlessly connected with the right person who possesses the expertise to address their specific needs promptly and effectively.  This not only enhances customer satisfaction by reducing wait times and ensuring accurate assistance but also optimises agent utilisation, maximising productivity and resource allocation within the contact centre. Our strategic partners Empowering customer autonomy revolutionises service levels with self-service workflow automation Embracing workflow automation facilitates the integration of versatile self-service options like interactive voice response (IVR) systems, intuitive chatbots, and comprehensive knowledge bases. These self-service channels empower customers to independently access information, perform tasks, and resolve issues without requiring direct assistance from agents.  By providing customers with the autonomy to address their queries at their...

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### Workforce Optimisation

> Workforce optimisation uses integrated processes, tools and data to enhance the performance of the agents within the call centre.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/workforce-optimisation/

CX TRANSFORMATIONWORKFORCE OPTIMISATIONContact centre workforce optimisation uses integrated processes, tools and data to enhance the performance and agent effectiveness. Deliver seamless and consistent customer experience with workforce optimisation. Contact centre workforce optimisation ensures the right agents are available at the right time to meet your customers’ needs. By aligning processes and tools together with performance data, effective contact centre workforce optimisation helps you to improve agent performance, reduce operational costs, and optimises staffing levels to meet changing demands efficiently. Implementing workforce optimisation delivers wide-ranging benefits, from boosting employee performance and reducing operational costs to enhancing employee satisfaction and customer experience via effective management of call volumes. At Opus, we like to lead by example Our contact centre support services are fully optimised to ensure we are here to support our clients around the clock. CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high FIRST TIME FIX ON A P1 99. 2 % We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents Drive efficiencies across your contact centre with workforce optimisation Workforce optimisation is effective in streamlining workflows and automating repetitive tasks across the contact centre, freeing up your agents to focus on higher-value activities or helping to reduce resource overheads.  By managing call volumes effectively and ensuring adequate workforce management...

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### Workforce Management

> Optimised Workforce Management (WFM), is about getting the right people in the right place at the right time, streamlining operations, and achieving peak performance.

- Published: 2024-04-04
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/contact-centre/workforce-management-solutions/

CX TRANSFORMATIONWORKFORCE MANAGEMENTFully optimised Workforce Management (WFM), is about getting the right people in the right place at the right time. Streamline operations and achieve peak performance with Workforce Management Imagine a contact centre with AI-driven forecasting and automated scheduling to ensure your skilled agents connect with customers at the right time. Self-schedule your agents and use extensive analytics and AI-powered tools to further optimise your agents’ abilities.  Fully optimised Workforce Management (WFM), is about getting the right people in the right place at the right time, streamlining operations, and achieving peak performance. Efficient automation ensures you meet more customer expectations across more channels with added personalisation, empathy, and results in quicker resolution times. Contact centre managers can apply workforce management (WFM) to optimise operations and enhance performance Forecasting demand is paramount in any contact centre. By leveraging historical data and trends, contact centre managers can predict future call volumes, email enquiries as well as other customer interactions. This predictive analysis enables accurate anticipation of staffing needs, ensuring that the right number of agents are scheduled to handle expected demand. Whether it's a surge in calls during peak hours or a dip in activity during slower periods, forecasting demand allows managers to optimise staffing levels, effectively balancing service requirements with cost considerations. Our strategic partners Manage and create employee schedules accurately and efficiently Creating and managing employee schedules is a cornerstone of effective workforce management. Once demand is forecasted, contact centre managers must align employee schedules accordingly. This involves ensuring adequate...

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### Voice of the Employee

> Voice of the Employee solutions for contact centres helps managers gain deeper insights into their teams through feedback and data analysis

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/voice-of-the-employee/

CX TRANSFORMATIONVOICE OF THE EMPLOYEE (VOE)Voice of the Employee solutions help managers gain deeper insights into their teams through feedback and data analysis. Understanding employee perspectives with VoE solutions in your contact centreto cultivate, motivate and engage agents Voice of the Employee (VoE) solutions help you to understand employee perspectives, needs, and concerns,  to enable managers to foster a positive work environment that enhances employee satisfaction and translates into better customer experiences. Our Voice of the Employee solutions measure a range of metrics including employee engagement, leadership effectiveness, team efficiency, work environment satisfaction, and employer brand perception, to address all aspects of the employee experience. Fully analyse employee sentiment and trends across all areas as a true reflection of employee engagement VoE solutions utilise both general and specialised surveys to capture a comprehensive view of employee sentiments over time, covering aspects like engagement, leadership effectiveness, team efficiency, work environment satisfaction, and employer brand perception. Advanced analytics tools analyse collected feedback to identify trends, patterns, and areas for improvement, generating detailed reports with key insights and recommendations. Our strategic partners Read our AI Driven Contact Centre Guide This handy guide has been put together to showcase how  combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre. Read the guide Address areas of improvement to improve both the customer and employee experience with VoE solutions Employee feedback survey results are benchmarked against industry standards, country-specific metrics, and key competitors, allowing organisations to gauge...

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### Voice of the Customer

> Voice of the Customer (VoC) tools for call and contact centres collect data from customer feedback, opinions and preferences gathered during their interactions with your business.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/voice-of-the-customer-solutions/

CX TRANSFORMATIONVOICE OF THE CUSTOMER (VOC)Voice of the Customer solutions for call and contact centres collect data from customer feedback, opinions and preferences gathered during their interactions with your business. Better understand your customers' needs, habits and goals with call centre voice of the customer solutions (VoC) To deliver a truly excellent CX you'll need to understand your customers' needs, habits and goals. Our call centre voice of the customer solutions collect data from customer feedback, opinions and preferences gathered during their interactions with you. This helps you to build a complete picture of your customers and to make improvements to your CX to better meet their needs. By actively listening to and addressing the voice of the customer, contact centre managers can enhance agent performance, refine services, and elevate the overall customer experience.   Fully analyse customer feedback through a variety of different mediums Our VoC solution aggregates data from various communication channels such as emails, calls, chats, and social media to uncover the underlying drivers of customer behaviour. This provides you with a comprehensive understanding of customer needs and preferences, empowering your business to identify areas where products and services can make a meaningful impact and enhance customer satisfaction and loyalty. Our voice of the customer solutions seamlessly integrate with existing technology including CRM or ERP software, ensuring that capabilities complement and enhance existing systems without any disruption. Our strategic partners We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering...

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### Quality Management

> Call Centre quality management solutions help to deliver high-quality customer service whilst maintaining regulatory requirements.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/quality-management/

CX TRANSFORMATIONCALL CENTRE QUALITYMANAGEMENTQuality management solutions within a contact centre ensure customer service excellence as well as compliance. Contact centre quality management and compliance solutions Our call centre quality management and compliance solutions are essential components of any successful contact centre operation. They help businesses deliver high-quality customer service while adhering to regulatory and industry quality standards. Using a combination of AI and automation, call centre quality management helps simplify evaluations, provides predictive scoring, and offers insightful coaching for agents. Using QM software, call centre managers can then use the analysis to prioritise critical areas, strengthen leadership skills, and motivate their agents for optimal performance.   Efficient service is key to delivering exceptional value Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock. NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus FIRST TIME FIX ON A P1 99. 2 % We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents Assess the quality of interactions with an effective quality assurance processes A robust call centre quality management solutions monitor and evaluate the interactions between contact centre agents and customers. This enables supervisors to track customer...

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### Performance Management

> Contact centre performance management tools help your to calculate, track and improve the performance of your contact centre team.

- Published: 2024-04-04
- Modified: 2024-07-22
- URL: https://www.opustech.co.uk/contact-centre/performance-management/

CX TRANSFORMATIONCONTACT CENTRE PERFORMANCE MANAGEMENTDiscover the power of effective performance management and propel your contact centre operations to new heights. Quickly enhance agents performance with effective contact centre performance management Our contact centre performance management solutions help to keep your team aligned with company goals. They create alignment, inspire better agent performance, and keep the contact centre team informed with transparency and feedback which ensures there is always continuous improvement.   Use innovative dashboards to monitor agent performance Harness the power of cutting-edge call centre performance management tools and software to monitor agent performance in real-time. Our intuitive dashboards and analytics provide actionable insights, empowering you to make informed decisions and drive immediate improvements. Develop KPIs with meaning, track monitor and refine them. Download our guide which informs you how to effectively use AI to reduce overheads and deliver enhanced CX Leverage AI-powered technologies to enhance customer experience and reduce overhead costs. download the guide Invest in training and technology to grow and retain your contact centre agents with contact centre performance management Invest in the ongoing development of your agents with our comprehensive training and coaching programs. From personalised coaching sessions to interactive workshops, we equip your team with the skills and knowledge they need to excel in their roles and deliver exceptional customer experiences. Embrace the latest technology and tools to streamline processes, automate tasks, and enhance efficiency. Our innovative solutions, including workforce management systems and AI-powered conversation analytics, agent empower you to optimise operations and stay ahead of the curve... .

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### Knowledge Base Software

> Our AI-powered knowledge management software solutions (KMS) streamline operations, ensuring contact centre agents can access relevant information quickly and efficiently.

- Published: 2024-04-04
- Modified: 2024-07-22
- URL: https://www.opustech.co.uk/contact-centre/knowledge-base-software/

CX TRANSFORMATIONKNOWLEDGE BASE SOFTWAREOur AI-powered knowledge management solutions (KMS) streamline operations, ensuring agents can access relevant information quickly and efficiently. Empowering contact centre agents with AI-powered knowledge base software Our AI-powered knowledge management solutions (KMS) streamline operations, ensuring contact centre agents can access relevant information quickly and efficiently. With instant access to knowledge articles, FAQs, and documentation, agents can resolve enquiries faster, boosting productivity and enhancing customer satisfaction.  A centralised knowledge base ensures that agents are delivering consistency across all customer interactions as well as delivering uniform and accurate responses, regardless of the channel their customers come through on.   Ensure agents deliver consistency to the customer via a knowledge base As your contact centre expands, our AI-powered knowledge management solutions are fully scalable and grow alongside it. They efficiently manage large volumes of information, adapting to changing business needs without compromising performance. By streamlining processes and reducing response times, conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.   Get in touch Provide personalised recommendations direct to your agents By harnessing the power of AI algorithms to provide personalised recommendations and responses our knowledge base software solution can analyse customer data to tailor interactions, delivering relevant information and solutions that resonate with individual customers.  This level of personalisation enhances agent engagement as well as customer satisfaction and if implemented well, can help to reduce call time. Built to improve CX and efficiency they'll help drive continuous improvement Our AI-powered internal knowledge base software solutions analyse usage patterns...

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### Interaction Analytics

> Customer interaction analytics analyses various forms of customer interactions coming into the contact centre, such as phone calls, emails, chats, and social media interactions.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/interaction-analytics/

CX TRANSFORMATIONCUSTOMER INTERACTION ANALYTICSInteraction analytics tools enable you to analyse various forms of customer interactions coming into the contact centre. Analyse all customer interactions with interaction analytics Interaction analytics analyses various forms of customer interactions coming into the contact centre, such as phone calls, emails, chats, and social interactions. This analysis uses advanced technologies, including natural language processing (NLP) combined with speech analytics, to extract valuable insights. Customer interaction analytics enable businesses to gain a deeper understanding of customer behaviours, preferences, as well as their sentiment. By analysing the content, tone, and context of customer interactions, contact centres can identify trends, patterns, and areas for improvement. The insights gained from interaction analytics can then be used to enhance the overall customer experience, improve agent performance, and drive strategic decision-making across the business. Understand and improve the customer experience with interaction analytics By analysing customer interactions, contact centres can identify pain points, common issues, and areas where customers may be dissatisfied. This information can be used to make process improvements, address customer concerns more effectively, highlight a business case to deploy innovative technology solutions such as IVA, or Agent Assist and ultimately enhance the overall customer experience. Get in touch We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this. READ THE GUIDE Add Your Heading Text Here Enhance...

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### CX Discovery

> CX Discovery is a strategic initiative designed to significantly improve customer experience (CX) within the rapidly evolving contact centre landscape

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/cx-discovery/

CX TRANSFORMATIONCX DISCOVERY CONSULTANCYGet your contact centre working much harder for you with our CX Discovery consultancy Optimise customer experience with our CX Discovery solution Our CX Discovery solution is a consultative exercise aimed at helping organisations transform CX in a structured way.  It's a strategic framework we have designed to significantly improve customer experience (CX) within the rapidly evolving contact centre environment. With customer expectations increasing all the time, and digital transformation accelerating unprecedented changes in CX delivery, simply providing traditional customer service is no longer enough. Efficient service is key to delivering exceptional value With faster issue resolution, reduced operational costs and proactive problem-solving, Opus ensure minimal disruptions to your business. NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus FIRST TIME FIX ON A P1 99. 2 % We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents Using customer journey analytics to understand customer behaviour patterns Customer journeys are often disjointed, leading to frustration and inefficiency for both customers and contact centre agents. CX Discovery uses a methodical and comprehensive approach to review and optimise customer interactions to transform the customer experience. Our CX Discovery process aims to streamline the customer journey, reducing friction and improving the overall experience. includes a detailed analysis and suggested enhancement of each stage...

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### Customer Journey Analytics

> Customer journey analytics enable you to understand the interactions your customers have with you across different touchpoints throughout their entire journey, from initial awareness to post-purchase support and beyond.

- Published: 2024-04-04
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/customer-journey-analytics/

CX TRANSFORMATIONCUSTOMER JOURNEY ANALYTICSCustomer journey analytics help businesses understand the customer interactions across different touchpoints. Understand your customers better along every stage of their journey From initial awareness to post-purchase support and beyond, Customer journey analytics enable you to collect data from various sources, including website visits, social media, email and phone calls to gain insights into customer behaviour patterns and preferences. This data then enables you to build a comprehensive view of every step customers take with your businesses across different channels.   Using customer journey analytics to understand customer behaviour patterns By mapping out the customer journey and analysing the data at each stage, businesses can better understand their customers' needs, preferences, and behaviours. This enables them to make data-driven decisions to enhance the customer experience, increase customer loyalty, and ultimately drive revenue and growth. By streamlining processes and reducing response times, Conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.   Visualise the customer journey and monitor their demands Customer Journey VisualisationCustomer Journey Visualisation involves mapping out the entire customer journey to visually represent each touchpoint, helping to  identify key stages, channels and potential areas for improvement. Demand Tracking and BenchmarkingDemand tracking and benchmarking monitor the fluctuations in customer demand for your products or services over time. Benchmarking compares your performance against industry standards or competitors. This helps you to adjust your strategies to meet changing customer needs. Understand customer intent and analyse sentiment  Sentiment and intent analysis help you to understand the attitudes...

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### Conversational AI

> Conversational AI for contact centre uses a combination of artificial intelligence and natural language processing.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/conversational-ai/

CX TRANSFORMATIONCONVERSATIONAL AI FOR CONTACT CENTREConversational AI for contact centres harness the power of artificial intelligence and natural language processing to revolutionise customer interactions. Use conversational AI in your contact centre to take your customer interactions to the next level Elevate your customer interactions and streamline operations with our market-leading conversational AI applications specifically designed for contact centres. From Intelligent Virtual Agents (IVAs) to Agent Assist, these advanced conversational AI solutions automate routine tasks, handle customer enquiries, and enhance the efficiency of your contact centre agents. With seamless communication across voice calls, chat, email, and messaging platforms, conversational artificial intelligence will transform how businesses engage with customers. Our strategic partners Enhance customer experience with intelligent automation using conversational AI Contact centre conversational AI technologies provide a smarter way to engage your customers. As a collective suite of solutions, they automate basic tasks and provide immediate, personalised support. Intelligent Virtual Agents (IVAs) are virtual assistants that offer automated answers and guidance to customers, while Agent Assist empowers human conversational interactions by providing real-time insights to improve agent performance. Together, these tools drive significant reductions in response times and enhance customer satisfaction by providing fast, accurate, and relevant assistance. Fast and efficient contact centre support Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving. NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers...

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### Conversational Analytics

> Contact centre conversation analytics analyse customer interactions, such as phone calls, chats, emails, and social media messages, extracting valuable insights to better understand customer behaviour and preferences.

- Published: 2024-04-04
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/conversational-analytics/

CX TRANSFORMATIONCONVERSATIONAL ANALYTICSContact centre conversational analytics analyse customer interactions, such as phone calls, chats, emails, and social media messages to extract valuable insights. Gain valuable customer insight with conversational analytics Conversational analytics uses advanced technologies like natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations. By analysing conversational data, contact centre managers are empowered to identify actionable insights to improve service quality, identifying areas for process improvement, enhance agent training, and ultimately deliver better customer experiences. Better understand your customers needs and gauge sentiment Conversational analytics revolutionise the way a business can understand and engage with their customers. By analysing every interaction, from phone calls to chats and social media messages, our advanced conversation analytics solution provides unparalleled insights into customer behaviour, preferences as well as sentiment. We deep dive in to how you can reduce contact centre overheads using AI Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this. READ THE GUIDE Add Your Heading Text Here Extract valuable insights using natural language processing Conversation analytics harness Natural Language Processing (NLP) and machine learning to extract valuable insights from customer conversations.  This enables contact centre managers to identify key topics, trends, and patterns to uncover actionable insights that drive improvements in service quality, agent training, and operational efficiency. Get in touch Deliver an enhanced customer experience that addresses their needs Empower your...

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### Cloud Migration

> Many business migrate their contact centre to the cloud to gain unparalleled flexibility, accessibility, coupled with cost-efficiencies.

- Published: 2024-04-02
- Modified: 2025-01-08
- URL: https://www.opustech.co.uk/contact-centre/cloud-migration/

CX TRANSFORMATIONCONTACT CENTRE CLOUD MIGRATIONSOLUTIONSMany business choose to migrate their contact centre to the cloud, to gain unparalleled flexibility, accessibility, coupled with cost-efficiencies. Migrate your contact centre to the cloud and future proof your business Many businesses choose to migrate their contact centre to the cloud to gain unparalleled flexibility, accessibility, and cost-efficiency. They experience seamless integration, advanced analytics, and future-proofed technology. With cloud contact centre migration, businesses empower their agents to work from anywhere, embrace remote work, and ensure business continuity all while reducing operational costs and eliminating the need for expensive hardware investments. The business benefits of contact centre cloud migration Migrating your contact centre to the cloud enables your business to move away from rigid infrastructure limitations.  Our cloud contact centre migration process includes a comprehensive migration plan designed to ensure a smooth transition. As your contact centre scales, cloud contact centre environments offer scalability on demand, allowing you to handle increased call volumes or expanded operations seamlessly. Get in touch Our cloud contact centre partners Benefit from enhanced accessibility and cost efficiencies with cloud migration Cloud based contact centres enable agents to work from any location with internet access, whether they are part of an in-office, remote, or hybrid workforce. This flexibility is made possible by cloud technology and cloud infrastructure, which ensure business continuity in the face of unexpected disruptions.  With Contact Centre as a Service (CCaaS), you avoid large upfront investments in hardware and maintenance. These subscription-based services eliminate infrastructure overhead, resulting in predictable monthly expenses...

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### Agent Assist

> Agent Assist AI tools equips contact centre agents with a realtime contact centre AI copilot, driving greater focus, productivity, and engagement than ever before.

- Published: 2024-04-02
- Modified: 2024-07-22
- URL: https://www.opustech.co.uk/contact-centre/agent-assist/

CX TRANSFORMATIONAGENT ASSIST AI SOLUTIONSAgent assist AI tools enhance contact centre agents' ability to deliver exceptional customer service. Provide agents with suggestions and relevant information in real time with agent assist AI tools Agent assist tools empower contact centre agents to deliver exceptional customer service by providing them with the resources, guidance, and insights they need to better handle customer enquiries in real-time.  Using artificial intelligence (AI) and natural language processing (NLP) to provide real-time guidance, suggestions, and relevant information; contact centre agents can use agent assist as a virtual assistant to help save them time. How does agent assist work? Our agent assist tools use advanced technologies such as artificial intelligence and natural language processing to analyse customer enquiries as they arrive within the contact centre.  Agent Assist solutions recommend responses, providing relevant knowledge articles, offering troubleshooting steps, or even suggesting upsell or cross-sell opportunities direct to the agent. It can provide a concise summary of previous interactions with a customer to help agents quickly understand the context of the current conversation they are having. This enables agents to deliver faster, more accurate, and personalised support to customers, which ultimately enhances the overall customer experience. What are the common capabilities of Agent assist? RECOMMENDS NEXT ACTIONAgent Assist AI will suggest the most appropriate actions or responses for agents to take based on the current conversation flow and customer's history. KNOWLEDGE BASE ACCESSAgents gain instant access to relevant articles, FAQs, or documentation to assist them in efficient resolution of customer queries. SENTIMENT ANALYSISAnalysing...

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### GDPR Opt Out Form

> Here you will find the GDPR opt out form.

- Published: 2024-04-02
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/gdpr-opt-out-form/

DATA PROTECTIONGDPR OPT OUT FORM Please complete our opt out form Consent to opt out The next level managed service provider

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### Mobile Security

> Our Business mobile security solutions safeguard business data, provide secure mobile access to business documents and keep mobile devices safe from threats.

- Published: 2024-02-28
- Modified: 2024-09-17
- URL: https://www.opustech.co.uk/mobile/mobile-security-solutions/

BUSINESS MOBILE SOLUTIONSBUSINESS MOBILE SECURITY SERVICESOur range of business mobile security services safeguard business data, provide secure mobile access to business documents and keep mobile devices safe from threats. Our business mobile security services enable you to protect your mobile estate and data Business mobile security is a critical aspect of cyber security and mobile devices are integral to efficient business communication. However, the risks associated with them demand a comprehensive security approach.  Security challenges arise from the rapid adoption and deployment of mobile technology in line with the normal hybrid and remote working patterns and this alone is a common oversight of deploying critical mobile security measures. Our business mobile security services ensure your mobile estate and business data is securely managed in a highly secure environment 24/7. Understanding mobile security threats Mobile security threats manifest diversely, spanning from phishing attacks to the stealthy infiltration of malware and exploitation of vulnerabilities. Effectively countering these types of mobile security threats requires the implementation of robust security measures. Our mobile security solutions protect against these challenges, ensuring uniform protection across your mobile devices.  Beyond safeguarding against known threats, our mobile security solutions dynamically evolve to address emerging risks. They also empower secure remote work capabilities, enabling your team to operate seamlessly while maintaining stringent compliance and best practise mobile security standards. The different types of Mobile Security MeasuresZero Trust Network AccessZero Trust Network Access (ZTNA) is a mobile security model that operates on a never-trust, always-verify principle. It requires thorough user and device authentication for every...

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### Copilot Readiness Assessment

> Book your free Copilot readiness assessment.

- Published: 2023-11-27
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/copilot-readiness-assessment/

MICROSOFT 365 COPILOTBOOK YOUR COPILOT READINESS ASSESSMENTEnsure your business has the correct pre -requisites in place to deploy CopilotUnderstand how Copilot can be used across your organisationGain a clear understanding of the current readinessDiscuss and define most effective use case(s)Deployment guidance for Copilot and next steps What is Microsoft 365 Copilot? Microsoft Copilot is an add-on tool complementary to the Microsoft 365 suite. You can add Copilot to any existing user as long as they have Business Standard, Business Premium or an E3 or E5 license. When Microsoft bought a $10bn, 49% stake in OpenAI, the company behind ChatGPT, it unlocked the possibility to embed prompt-style queries to all its productivity applications (Word, PowerPoint, Excel, Teams, Outlook, etc. ). Real Language prompts Using “prompts”, like you would in Chat GPT. Copilot users can now ask any Microsoft tool to help them out with a query, design idea, or data analysis. Once you have the license, the Copilot companion appears in the top sidebar across the Microsoft application stack. Here, you can upload documents for data analysis, extraction, and visualisation. It’s also possible to create summaries of inbound communications and even ask Copilot to create email responses and generate proposals off the back of meetings. download our copilot guide now

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### [Guide Download] Copilot Guide

> Our Microsoft Copilot 365 Guide includes all the Copilot features and example use cases plus Copilot licensing information. Getting you up to speed and demonstrating the benefits.

- Published: 2023-11-17
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/microsoft-copilot-guide/

THE ULTIMATE GUIDEMAXIMISING EFFICIENCY WITH MICROSOFT COPILOTDiscover detailed insights in to Copilot features and functionality including use cases and ROIWhat is Copilot and how it can be applied in various use casesHow Copilot can be used across M365 ApplicationsA simple guide to Copilot licensingCopilot deployment guidance    DOWNLOAD YOUR FREE GUIDE NOW  What is Microsoft 365 Copilot? Microsoft Copilot is an add-on tool complementary to the Microsoft 365 suite. You can add Copilot to any existing user as long as they have Business Standard, Business Premium or an E3 or E5 license. When Microsoft bought a $10bn, 49% stake in OpenAI, the company behind ChatGPT, it unlocked the possibility to embed prompt-style queries to all its productivity applications (Word, PowerPoint, Excel, Teams, Outlook, etc. ). Real Language prompts Using “prompts”, like you would in Chat GPT. Copilot users can now ask any Microsoft tool to help them out with a query, design idea, or data analysis. Once you have the license, the Copilot companion appears in the top sidebar across the Microsoft application stack. Here, you can upload documents for data analysis, extraction, and visualisation. It’s also possible to create summaries of inbound communications and even ask Copilot to create email responses and generate proposals off the back of meetings. Keen to discuss your Microsoft license requirements in more detail? GET IN TOUCH

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### Our Mission & Vision

> Opus has a clear purpose. Here are our mission, vision and brand promise. Our north star that guides us.

- Published: 2023-11-02
- Modified: 2025-04-04
- URL: https://www.opustech.co.uk/about-us/our-mission-and-vision/

OUR PURPOSEOURMISSION,VISION & BRAND PROMISEHere is our 'why' and our vision for the future As a brand we have a strong sense of purpose Opus are clear on who we are, why we do what we do and  'The Opus Way' of doing things. Because of this, we have a strong industry reputation and our clients and partners trust us to always deliver the results we promise. OUR VISION We are the catalyst for connecting our clients to limitless possibilities OUR MISSION Combining unrivalled expertise, a customer-centric approach, and world-class technology to power our clients' ambitions OUR PROMISE Obsessive about exceptional service We have a clear set of core values Our core values guide our daily work, they influence our decision making, who we choose to partner with andhow we formulate our strategy, as well as the way we recruit, promote and grow employees view the opus way Do you align with our values and are interested to join Opus? We would love to hear from you. VIEW OUR CURRENT VACANCIES

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### 8x8 - Knowledge Base

> A comprehensive set of useful how-to videos on all the 8x8 Telephony solutions we provide. Videos are designed for end users and admins.

- Published: 2023-10-27
- Modified: 2023-11-14
- URL: https://www.opustech.co.uk/knowledge-base/8x8/

8x8 SOLUTIONS KNOWLEDGE BASEA comprehensive range of useful How-To videos to help our clients self-serve Browse our wide range of how-to video guides for our 8x8 solutions If you are looking for written explanations, you may also find our Knowledge Hub Extensive Technology Glossaries useful. End User How-To Guides Coming soon Admin User How-To Guides Jump to 8x8 Admin Console Jump to 8x8 Analytics Admin Guides Jump to 8x8 Work for Desktop - Admin Guides Jump to 8x8 Work for Mobile - Admin Guides Jump to 8x8 Work for Web - Admin Guides Jump to 8x8 Frontdesk - Admin Guides Jump to 8x8 Desk Phones - Admin Guides 8x8 Admin Console - Admin Guides https://youtu. be/-Xnr0qJ9LRwAccessing 8x8 Knowledge Basehttps://youtu. be/fA20febwaeEAccessing Call Recordingshttps://youtu. be/i6taQlXM-ssAdding an External Contacthttps://youtu. be/wGVsDf9YhFkAssigning an Audio FIlehttps://youtu. be/wfFVjGc5T4wAssigning a User Desk Phonehttps://youtu. be/eQ-adI9YI2QAssigning a User with Admin Accesshttps://youtu. be/24bafAkabs0Assigning a User with Analytics Accesshttps://youtu. be/nLbu8ZlGV1gAssigning Line Keys to a Desk Phonehttps://youtu. be/Iv8VZUEWivgBulk Uploading External Contactshttps://youtu. be/PEgV0vVeDS4Creating a Call Queuehttps://youtu. be/i4qPDDUEj9kCreating a Custom Admin Rolehttps://youtu. be/6xGNEw-mmBwCreating a new Userhttps://youtu. be/oQy70FO-IAECreating a Pick Up Grouphttps://youtu. be/lG5YhPzz1BACreating a Ring Grouphttps://youtu. be/jgGLQ949wx0Creating an Auto Attendanthttps://youtu. be/fMv_3AXidSYDeactivating a User Accounthttps://youtu. be/JiGc9EAGthsDeleting a Userhttps://youtu. be/8Xc_R484IWkEditing a Schedulehttps://youtu. be/57OU4OgdDOoEditing a Userhttps://youtu. be/sozeGWZCMq4Editing an Auto Attendanthttps://youtu. be/qh-0TcCCn98Editing an existing Call Queuehttps://youtu. be/zg8qLRQdHwcEditing Ring Groupshttps://youtu. be/mp4hOdA7OOkLogging into the Admin Consolehttps://youtu. be/6eMDGDdkOsgMaking Bulk Edits to Usershttps://youtu. be/0O16KhjHOnoNavigating the Admin Consolehttps://youtu. be/HT_vSa_Gp4wResetting a Users Passwordhttps://youtu. be/NMMSUo2ha0ISending the Welcome Emailhttps://youtu. be/u00HUDlyS1EUploading a new Audio Filehttps://youtu. be/e64vQfq7plIViewing Licences 8x8 Analytics - Admin Guides https://youtu. be/cJpV-rYOzI4Call Detail Recordshttps://youtu. be/w-vHFsVzfMACall Quality Recordshttps://youtu. be/FuSNR4E0fOcCall Queue Reportshttps://youtu. be/z7wGE43c5zAExtension Summaryhttps://youtu. be/yRg_ZreEht4Navigating to Analyticshttps://youtu. be/Vvc5T5n8gZAOverview of the Company Summaryhttps://youtu. be/9IqSBygnp2URing Group Summaryhttps://youtu. be/K84j95_ifK8Scheduling Reports 8x8 Work for Desktop - Admin Guides https://youtu. be/_mMk77pEksIActivating, Downloading and Logging inhttps://youtu. be/H5ryzNFtRwkBasic Settingshttps://youtu. be/r72GUTfqBMMCall Forwardinghttps://youtu. be/H8E5cKmKjLgChanging Availability and Statushttps://youtu. be/btvzA08apcEChanging External Caller IDhttps://youtu. be/1efsF4AmroUClosing the 8x8 Apphttps://youtu. be/Z1pfiswDfCgCreating an Ad-Hoc Conference Callhttps://youtu. be/oMRUFJz8hiMCreating...

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### Gamma - Knowledge Base

> A comprehensive set of useful how-to videos on all the Gamma Telephony solutions we provide. Videos are designed for end users and admins

- Published: 2023-10-27
- Modified: 2024-07-22
- URL: https://www.opustech.co.uk/knowledge-base/gamma/

GAMMA SOLUTIONS KNOWLEDGE BASEA comprehensive range of useful How-To videos to help our clients self-serve Browse our wide range of how-to video guides for our Gamma solutions If you are looking for written explanations, you may also find our Knowledge Hub Extensive Technology Glossaries useful End User How-To Guides Jump to Gamma Contact End User GuidesJump to Gamma Horizon Collaborate GuidesJump to Gamma Horizon Desk Phone Guides Admin User How-To Guides Jump to Gamma Horizon Contact Admin GuidesJump to Gamma Horizon Admin Guides Gamma Horizon Contact - End User Guides https://www. youtube. com/watch? v=q9MXJs4Z3RU Agent Portal Overviewhttps://youtu. be/pIf2qzKi8L4Assigning a Classification Codehttps://youtu. be/4AKRbZ-8hJIBasic Call Controlshttps://youtu. be/MdiIERN7o70Call Controls base on Active Devicehttps://youtu. be/pIf2qzKi8L4Changing Availabilityhttps://youtu. be/4AKRbZ-8hJIChanging the Active Devicehttps://youtu. be/AKTzkXNiBggCreating an Agent Password from the Welcome Emailshttps://youtu. be/k-ous_awgaM Manually Scheduling a Call Backhttps://youtu. be/gX-OCz7hZQ0 Password Resethttps://youtu. be/fqAnIlyL_9EQueue Availabilityhttps://youtu. be/NrfctNYn_bwSetting Busy to Reject an Inbound Callhttps://youtu. be/lM_9_-X1AWc Sign In Processhttps://youtu. be/x8HQMgmdGSMTransferring a Callhttps://youtu. be/ZhM5dl9xWgcViewing Agent Data Gamma Horizon Contact - Administrator Guides https://youtu. be/_g6JdHS6SMEConfiguring Classification Codeshttps://youtu. be/HI1dJfQ0WBMConfiguring Scheduleshttps://youtu. be/LU_Hz4gw-goConfiguring Voice Queueshttps://youtu. be/axK7W9mHSjoConfiguring Agent Groupshttps://youtu. be/fPvVlZvXfpg Configuring Audio Fileshttps://youtu. be/FgIbldie5mYConfiguring Busy Reasonshttps://youtu. be/a2SPVVX3BLwConfiguring Call Back Settings Gamma Horizon Contact - Supervisor Guides https://youtu. be/kZjbE2QkpdI? si=Ou4k46W8gl6i4aX0Creating and Managing Wallboardshttps://youtu. be/qFI0njygeeo? si=zuw5xOzVR76wSu6-How to Schedule Historic Reportshttps://youtu. be/VQJvZyTJuds? si=vg1DBRZdOOPTW613Managing Agent Availabilityhttps://youtu. be/VqhfpN4IMfI? si=gBkg2zZT45JvCWiZMonitoring Live Callshttps://youtu. be/8PAfmHW0Pik? si=QcVMO1d7O_UHtDnVNavigating to the Supervisor Portalhttps://youtu. be/QThlUtSR1Mc? si=jyefukmFi074PmXeRunning a Historic Reporthttps://youtu. be/mOhxRg7Umr4? si=TmbjfEbmgBJAykuYSupervisor Alertshttps://youtu. be/5-oAMMUDH9w? si=YQOChieuVtu0GvfBViewing Agent Overview Portalhttps://youtu. be/ThMK1TnPxvA? si=Df_L1_pzOmq9JrRJViewing Real Time Queue Data Gamma Horizon - Desk Phone Guides https://youtu. be/56xxoMxeXZI Locating Error Messageshttps://youtu. be/ASbEEYCxSmc Locating IP Addresshttps://youtu. be/eK0xUE8aV5cPoly Handset Overviewhttps://youtu. be/3bYZHLijhsERestarting a Poly Handsethttps://youtu. be/26GgfE8vWfwTransferring a Callhttps://youtu. be/bvs4Hbdt60gAssembling a Poly VVX Desk Phonehttps://youtu. be/pcuRItX_bS8Factory Resetting a Poly VVX Desk Phone Gamma Horizon - Collaborate https://youtu. be/Ynz2Bz6EkZMDownload and Sign Inhttps://youtu. be/t3EUp8v_TTc Downloading and Signing into the Mobile Apphttps://youtu. be/NGd6RTtZdiUMaking a Callhttps://youtu. be/mQIHZNJb_gA Managing a Call on the Mobile Apphttps://youtu. be/PHeWkbrS47oManaging Settingshttps://youtu. be/K0FeZukAHps Muting your Microphonehttps://youtu. be/oVJLcZcxEnMPlacing a Call on Hold Gamma Horizon - Administrator https://youtu. be/2oonDzXsUHg Overview of the...

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### Knowledge Hub

> %%excerpt%%

- Published: 2023-09-27
- Modified: 2024-12-31
- URL: https://www.opustech.co.uk/knowledge-hub/

KNOWLEDGE HUBHere you will find extensive glossaries with indepth information on all the useful terminology relating to our core services Browse our comprehensive Knowledge Hubs CONTACT CENTREHere is an explanation of all the related terminology relevant to Contact Centres Enter TELECOMSHere is an explanation of all the related terminology relevant to Telephony Enter MOBILEHere is an explanation of all the related terminology relevant to Business Mobile Enter ITHere is an explanation of all the related terminology relevant to IT and Microsoft 365 Enter Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Knowledge Base

> %%excerpt%%

- Published: 2023-07-12
- Modified: 2024-12-31
- URL: https://www.opustech.co.uk/knowledge-base/

KNOWLEDGE BASEA comprehensive range of useful How-To videos to help our clients self-serve Browse our wide range of how-to video guides across our supported solutions If you are looking for written explanations, you may also find our Knowledge Hub Extensive Technology Glossaries useful KNOWLEDGE BASE HOW-TO VIDEOS Enter KNOWLEDGE BASE HOW-TO VIDEOS Enter KNOWLEDGE BASE HOW-TO VIDEOS Coming KNOWLEDGE BASE HOW-TO VIDEOS COMING KNOWLEDGE BASE HOW-TO VIDEOS COMING Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Dark Web Monitoring

> Dark Web Monitoring scans areas on the dark web where business information is available for sale by cyber criminals.

- Published: 2023-06-21
- Modified: 2024-07-08
- URL: https://www.opustech.co.uk/it-services/dark-web-monitoring/

CYBER SECURITY SOLUTIONSDARK WEB MONITORING SOLUTIONSOur dark web monitoring solutions scan the dark web for leaked business credentials that can be used by cyber criminals to access your organisation's systems and data  Thousands of business email addresses, passwords and other sensitive data are shared to the dark web every day The dark web creates huge risks for businesses where employees use the same or very similar login credentials which include their business email address across multiple third parties online. Identical or similar passwords shared on the dark web are easy for hackers to obtain and use to attempt to access your business networks.   What is the dark web? The dark web, part of the deep web, refers to an unregulated portion of the internet that is not indexed by traditional search engines and is only accessible through the specialist Tor Onion browser or other encrypted means. It is a hidden network that offers anonymity to its users through specialist web browsers and is often associated with illegal activities, such as online scams, the sale of illicit goods and services, medical records, legal documentation, sale of stolen data, and more. Not many people are aware of the dark web, but the data available to criminals on it poses a significant threat to businesses. download Dark Web Monitoring FAQs Dark web monitoring services for businesses Dark web monitoring involves actively searching for and closely observing information available on the dark web. By doing so, we can identify any stolen or leaked data, such...

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### IT Support London

> Opus are the leading provider of IT support in London. Centrally based in the heart of London in Cannon Street. Large ITIL Service Desk.

- Published: 2023-05-15
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/it-services/it-support-in-london/

IT SERVICESSTRATEGIC IT SUPPORT IN LONDONFully managed outsourced IT support and consultancy for SME and mid-market organisations Opus are a leading provider of managed and outsourced IT Support in London Based centrally in Cannon Street, our outsourced IT services cover everything from 24/7 helpdesk support to network maintenance, data backup, and market leading cyber security solutions.  We have a large client base across London spanning many verticals such as legal, finance, hospitality, travel, professional services and more. We provide a technology agnostic approach to IT and are accredited with world renowned vendors such as Microsoft, Mimecast, Cisco Meraki, Acronis to give you the freedom to choose the best suited technologies for your organisations needs without being tied to any specific brand or platform. Realtime customer reviews Get in touch for a quote In line with GDPR legislation, if you submit an enquiry using this form you are agreeing to our T&C’s and Privacy Policy.   Opus are the most trusted provider of IT support in London for outstanding customer experience and consistent service levels Opus pride themselves in delivering a world class customer experience backed by our Service Mark accreditation from the Institute of Customer Service. Our consistent service performance is reflected in our customer satisfaction as our live customer reviews. We are proud to have achieved an impressive Net Promoter Score of 83, which places us well above the industry average. This  showcases our ability to create loyal and satisfied customers who are keen to recommend our IT support services to others. Get in touch Current performance...

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### Our Public Sector Team

> Here is some more information about our dedicated public sector team.

- Published: 2023-04-28
- Modified: 2024-07-11
- URL: https://www.opustech.co.uk/sectors/public-sector-team/

INDUSTRY SECTORSOUR PUBLIC SECTOR TEAMWe have a dedicated Public Sector team with a wealth of experience in Public Sector. Our team of dedicated specialists includes sales, solutions architects, engineering, project management and bid management are solely devoted to supporting clients from the Public Sector We are immensely proud of our teams and their years of experience in serving the Public Sector. Our team comprises highly skilled professionals who are passionate about delivering top-quality solutions to our clients. Despite our different backgrounds and skillsets, we all share a common mission - to help our clients achieve their objectives and create value for the customers they serve. We understand the Public Sector faces unique challenges, so we have tailored our approach to meet their specific needs. By collaborating closely with our clients, we strive to gain an in-depth understanding of their requirements and create innovative solutions that meet those needs. Our team's commitment to excellence is unwavering, and we hold ourselves to the highest standards of professionalism and quality.   We are continuously learning and keeping up with the latest developments and technologies to provide our clients with the most advanced solutions possible. In conclusion, our years of experience, expertise, and dedication to excellence make us a reliable partner for Public Sector organisations seeking to achieve their objectives and add value to their communities. Whether through sales, solutions architects, engineering, or project management, our team is ready to support our clients' needs and help them succeed. Meet our Public Sector Team Pete WhitehouseAccount Director Connect Paul AllenSales...

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### Public Sector Frameworks

> Here are all the Public Sector Frameworks Opus are on and more detail about what they involve.

- Published: 2023-04-28
- Modified: 2024-07-03
- URL: https://www.opustech.co.uk/sectors/public-sector-frameworks/

INDUSTRY SECTORSPUBLIC SECTOR FRAMEWORKSHere are more details about all the Public Sector frameworks Opus are included on. Here are all the Public Sector Frameworks Opus are on CROWN COMMERCIAL SERVICE SUPPLIERCrown Commercial Service (CCS) is a government agency that consolidates policy, advice, and direct purchasing to provide commercial services to the public sector. Their aim is to save money for taxpayers by offering commercial and procurement services that comply with EU and UK regulations.   By utilising CCS agreements, buyers can purchase commonly used goods and services quickly and cost-effectively while adhering to procurement regulations. This service is available for free to public sector and third sector organizations such as local authorities, charities, and housing associations.   In summary, CCS is a valuable resource for public sector and third sector organizations to access cost-effective purchasing services while ensuring compliance with procurement regulations.   NETWORK SERVICES 3The Crown Commercial Services Network Services 3 (RM6116) framework is a procurement framework specifically designed to provide government bodies, public sector organisations, central and local governments, and the NHS, with a streamlined process to access a diverse range of communication and networking services.  Being included as a supplier on the Network Services 3 agreement signifies exceptional service standards, reliability, and a commitment to supporting the digital transformation efforts of public sector entities. NETWORK SERVICES 2The Crown Commercial Services Network Services 2 (RM 3808) Framework is specifically designed to assist buyers in meeting their telecommunications and network requirements. This includes services such as voice, video, data, connectivity, and security, and is...

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### Social Value Policy

> Working together with our industry leading partners, our purpose is to enable businesses to succeed and thrive.

- Published: 2023-04-27
- Modified: 2024-07-03
- URL: https://www.opustech.co.uk/social-value-policy/

POLICIESSOCIAL VALUE POLICY As an SME, established in 1992, Opus is an independent, privately owned and financially secure technology provider, delivering end-to-end communications, collaboration, contact centre, mobile, IT, document, and security solutions to public and private sector organisations across the UK and beyond.     Working together with our industry leading partners, our purpose is to enable businesses to succeed and thrive by providing best-of-breed, tailored technology all backed by world class service and support.    Opus recognises that the impact of our activities goes far beyond the financial returns that we are looking to achieve, and we are working to embed sustainability into everything we do, with everyone we work with, to create business value and sustainable impact.    We assist our customers to maximise social, economic, and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2012, The Procurement Reform (Scotland) Act 2014 and The Wellbeing of Future Generations (Wales) Act 2015. We have a direct responsibility to the communities in which we operate to maximise social value in terms of economic, social, and environmental wellbeing. We conduct our business socially and ethically. We obey the law, encourage universal human rights, and protect the environment. We aim to create an environment that not only embraces creativity and diversity but is financially rewarding for the people who believe in us.    Scope   Opus is committed to creating a sustainable inclusive society actively managing our operations in ways which optimise our value to the communities in which we work. Social Value...

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### IT Consultancy

> Opus specialise in delivering IT consultancy and technology solutions designed to fully optimise your IT estate.

- Published: 2023-04-27
- Modified: 2024-10-22
- URL: https://www.opustech.co.uk/it-services/it-consultancy/

IT SERVICESAWARD WINNING IT CONSULTANCY SERVICESOur team of IT consultants will help you to design and deliver your IT strategy using market leading technology. Market leading IT consultancy services from a leading Microsoft partner As the UK’s largest independent managed service provider, Opus specialise in delivering IT consultancy and technology solutions designed to fully optimise your IT estate. We help your business stay ahead in the fast-paced world of IT ensuring secure operations and enabling digital transformation to drive growth. Our outsourced IT consultancy services enable our clients access to Microsoft certified consultants. Our consultancy team designs, implements, and manages tailored solutions designed to fit your business needs at a fraction of the cost of an in-house team. Efficient service coupled with oustanding expertise delivers exceptional value With faster issue resolution, reduced operational costs and proactive problem-solving, Opus ensure minimal disruptions to your business. Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus First Time Fix on a P1 99. 2 % We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents Tailored IT consultancy designed to boost operations across your business Whether you need help with a one-time project, a long-term strategy, or ongoing IT consultancy, our experienced team of IT consultants will work closely with you to craft a...

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### Cirrus

> Opus Technology are a No 1 Cirrus partner in the UK. We are an accredited Cirrus contact centre solution (CCaaS) provider.

- Published: 2023-04-24
- Modified: 2024-05-20
- URL: https://www.opustech.co.uk/partners/cirrus/

STRATEGIC PARTNERSWE'RE THE #1 CIRRUS PARTNER IN THE UKOpus are the leading Cirrus Response partner in the UK Opus provide the complete Cirrus solution portfolio Cirrus are an industry leading vendor in the contact centre as-a-service (CCaaS) market and Opus are proud to be a #1 Cirrus partner.  The Cirrus Contact Centre as a Service (CCaaS) solution enables businesses to engage with their customers via 17 common communications channels including, voice, email, WhatsApp, Instagram, Messenger, Youtube to name a few. Completely revolutionise the customer experience across communication channels while improving efficiencies With the Cirrus omnichannel contact centre solution customers can switch their ongoing conversion from one channel to another, whilst retaining all the interactions and transcripts. Agents can activate when certain queues are available, when a channel reaches a certain capacity or simply route customers to their preferred communication channel. Or if you are having issues handling a complex query on webchat, shift the customer seamlessly to a phone call. Cirrus contact centre core features Omnichannel managementPhone, chat, text, video, email, social. All interactions, regardless of channel, are delivered to a single agent interface. Single view of the customerAgents have a full history of every interaction a customer has ever made across all channels in a single audit trail. MS Teams integrationWant to leverage your existing Teams technology? Cirrus’ omnichannel contact centre is fully embedded within Microsoft Teams. Analytics & ReportingEasy, accessible real-time and historical analytics & reports across all channels in one place. 3rd Party IntegrationLeveraging integration to your CRM to provide ID&V...

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### ISDN Switch Off Guide

> View our useful guide to the ISDN Switch Off which explains what is happening, when it's taking place and how it will affect businsses.

- Published: 2023-03-23
- Modified: 2024-11-29
- URL: https://www.opustech.co.uk/isdn-switch-off-guide/

TELECOMS SOLUTIONSOUR GUIDE TO THE ISDN SWITCH OFFHere's our useful guide containing everything you need to know about the BT ISDN switch off and what are the recommended actions to take now. Unclear how the ISDN switch off will affect your business? What is the ISDN switch off, when is it happening and who will it effect? In our useful guide we clearly answer all these questions and more enabling you to understand more about the ISDN switch off and why you need to have a plan in place well ahead of 2025.   Download our ISDN Big Switch Off guide as a pdf ISDN Switch Off Related Content Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Omnichannel Contact Centre

> Market leading omnichannel contact centre solutions. We are accredited partners with Five9, 8x8, Cirrus and Gamma.

- Published: 2023-03-20
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/omnichannel-contact-centre-solutions/

CX TRANSFORMATIONOMNICHANNELCONTACT CENTRE SOLUTIONSEnable your customers to effortlessly switch between your chosen contact channels without having to repeat or start again. Transform your customer interactions with omnichannel contact centre solutions Customer demands continue to evolve, with expectations for seamless, personalised experiences across every communication channel—be it voice, email, chat, social media, or others. In fact, 86% of consumers are willing to pay more for a superior customer experience, making now the perfect time to upgrade to a market-leading omnichannel contact centre platform. The benefits of AI powered omnichannel contact centres are extensive Our omnichannel contact centre solutions connect customers to the right agents through intelligent call routing, ensuring faster, more accurate resolutions.  The advanced AI and automation features help to reduce response times and enable personalised support to be delivered without delay and ensure your customer needs are met fast and are consistent every time they contact you.  With seamless CRM integration, workforce optimisation, and unified communication systems, our omnichannel contact centre platforms create a cohesive customer experience ecosystem.   Fast and efficient service levels give our customers peace of mind Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving ensuring that your contact centre is fully supported by a team of experts around the clock. NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus FIRST...

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### Five 9

> Opus Technology are a leading Five9 partner in the UK. We are an accredited Five9 contact centre solution (CCaaS) provider.

- Published: 2023-03-19
- Modified: 2025-03-28
- URL: https://www.opustech.co.uk/partners/five-9/

STRATEGIC PARTNERSA LEADING FIVE9 PARTNER IN THE UKOpus are a leading Five9 solutions partner in the UK Opus provide the full Five9 solution portfolio Five9 is a market leading cloud-based contact centre solution that provides a wide range of business benefits to enhance the customer experience. It is flexible, scalable and boosts efficiency on many levels. Opus are one of the leading Five9 partners in the UK. Five9 Recognised as A Leader Again in the Gartner® Magic Quadrant™ for CCaaS The Five9 contact centre as a service solution (CCaaS) boasts a wealth of useful features and benefits focused on making the agent's job easier but also delivering a seamless customer experience across channels. As a Five9 partner, Opus have deployed CCaaS for several clients who continue to benefit from the features. Read the latest Gartner magic quadrant report here. Get in touch The core features of Analytics & ReportingThe Five9 solution has analytics and reporting tools, allowing managers to track and analyse KPIs and to identify areas for improvement. Workforce ManagementThis feature helps businesses to manage agent schedules, forecast call volumes, and optimise staffing levels across the contact centre. Intelligent Virtual AgentsDeploy a conversational and engaging self-service experience across voice and digital channels with Intelligent Virtual Agents. Five9 market leading CCaaS solution provides flexibility and scalability The Five9 platform is highly flexible, allowing businesses to customise it to deliver a solution that matches their specific needs. This includes the ability to integrate with a variety of other business systems and applications,...

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### Application Contact us - Thank you

> %%excerpt%%

- Published: 2023-01-27
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/speculative-application/application-contact-us-thank-you/

THANKS FOR YOUR SPECULATIVE APPLICATIONOne of our team will be in touch with you very shortly if your CV is a good fit for an upcoming role Follow the Opus LinkedIn page for new roles

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### Microsoft Teams Call Recording

> Our Microsoft Teams Call Recording solution provides compliant Teams call recording and retrieval capabilities with flexible storage options.

- Published: 2023-01-27
- Modified: 2025-01-08
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-teams-call-recording/

TELECOMS SOLUTIONSMICROSOFT TEAMS CALL RECORDINGBenefit from a fully recorded Microsoft Teams call for future viewing and compliance regulations. Enable Microsoft Teams call recording to meet compliance requirements and monitor performance across the business Businesses have to comply with strict compliance requirements when it comes to call recording, archiving and processing of customer data. Microsoft Teams call recording is now available for those businesses who operate on Teams. Microsoft Teams call recording insights provides a legally compliant recording and analytics solution for its customers' entire communications in Microsoft Teams, including chat, phone calls, and video conferences. The app has been fully integrated into Teams, and its analysis functions help evaluate recorded data and ensure full compliance with legal regulations through the security of Microsoft Azure cognitive services. Teams recording Insights is a native Teams application which enables financial organisations, contact centres and other organisations with strict compliance requirements to document sessions and archive recordings in order to meet legal regulations such as MiFID II, HIPAA, GDPR. Recorded Teams calls ensure they can be revisited at any time Teams call recording ensures that every discussion, decision, and action item is documented by the business. This is particularly vital for legal compliance, client communications, and project management.  Microsoft Teams call recordings can seamlessly integrate with other Microsoft 365 applications such as OneDrive, SharePoint, Outlook, and OneNote. This integration enhances productivity by enabling easy sharing, organising, and accessing of recorded content within the broader suite of Microsoft applications.   Get in touch Create a seamless and compliant user...

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### Microsoft Azure

> Opus provide a wide range of Azure services. Microsoft Azure is Microsoft's public cloud computing platform that encompasses PaaS, SaaS, and IaaS solutions.

- Published: 2023-01-27
- Modified: 2024-07-08
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-azure/

MICROSOFT SOLUTIONSMICROSOFTAZURE SERVICESOpus provide a wide range of Microsoft Azure services from managed Azure hosting to Azure security. Specialist Microsoft Azure services designed to grow with your business Microsoft Azure is a global, scalable cloud infrastructure, supporting all your customers’ computing and applications requirements across hybrid and public cloud environments. It offers a rich variety of applications and services accessible via simple, secure application programming interfaces.   Our Microsoft Azure services help your business safely migrate to the cloud and transform your operational agility with hyper-scalable resources, applications, storage, analytics and business continuity solutions built on Microsoft Azure. Leverage the power of the world’s largest cloud platform with our fully managed Microsoft Azure Services Microsoft Azure features an ever-expanding set of cloud services to help your organisation meet your business challenges. Its integrated cloud-computing services include analytics, computing, database, mobile, networking, storage, and web apps. All this leads to moving faster, achieving more, and saving money. Azure provides virtual machines, cloud services, which enables businesses to run their applications without worrying about the underlying hardware. These services offer scalability and flexibility, enabling businesses to efficiently adjust their resources based on demand. Benefit from Azure's data storage and networking capabilities Azure’s storage solutions include Blob Storage for unstructured data, Azure Files for fully managed file shares, and Queue Storage for message queuing. These Azure services ensure secure, scalable, and durable storage options for a wide variety of data types. The networking capabilities within Azure, include Virtual Networks, Load Balancers, and Azure DNS, which help create a...

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### Microsoft 365

> Microsoft 365 for Business solutions are designed to empower your business to deliver more. Get in touch to see how we can reduce your subscription costs.

- Published: 2023-01-27
- Modified: 2024-07-08
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-365/

MICROSOFT SOLUTIONSMICROSOFT 365 FOR BUSINESSMicrosoft 365, the modern desktop solution that empowers businesses to work together, securely and efficiently. Microsoft 365 business solutions empower enhanced productivity and security Microsoft 365 is a comprehensive suite of productivity and collaboration tools from Microsoft, designed to empower organisations to achieve more in the modern workplace. Our Microsoft 365 solutions combine the familiar Office applications such as Word, Excel, PowerPoint, and Outlook with cloud services, device management, and advanced security features.  Microsoft 365 offers various subscription plans tailored to the needs of different users and organisations, as a Microsoft Solutions Partner, Opus provide the Microsoft 365 Business Premium licensing and above. Microsoft 365 for business enables users to create documents, spreadsheets, presentations and more With Microsoft 365 licensing, there is a seamless integration with OneDrive for file storage and sharing, Exchange Online for email hosting, SharePoint for team collaboration, and Microsoft Teams for chat, video conferencing, and collaboration. The platform also provides robust device management capabilities, allowing organisations to efficiently manage PCs, tablets, and smartphones to ensure security, compliance, and productivity. Additionally, Microsoft 365 offers advanced security features such as threat protection, information protection, and identity management, ensuring data security and safeguarding against cyber threats. Microsoft 365 for Business subscription types https://youtu. be/eH0bqov5sgw? si=H4d8ltjh9gyvwv3S What's included with Microsoft 365 for Business licenses? OFFICE 365 SUITEWord, Excel, PowerPoint, and Outlook are all included as standard. All these applications are familiar to what employees will have used before so the working environment will feel comfortable. TEAMSMicrosoft Teams is the hub for...

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### Microsoft Teams

> Microsoft Teams Business and Enterprise Licensing solutions. Collaborate more effectively across your business.

- Published: 2023-01-27
- Modified: 2024-11-29
- URL: https://www.opustech.co.uk/microsoft-solutions/microsoft-teams/

MICROSOFT SOLUTIONSMICROSOFT TEAMS FOR BUSINESSCollaboration and communication made simple with Microsoft Teams and Business Voice licensing. Collaborate anywhere, anytime and with everyone with Microsoft Teams for business and Microsoft Business Voice Microsoft Teams is the application that is central to collaborative working within Microsoft 365. With Microsoft Teams for business your employees can invite everyone they work with, inside or outside of the business, to chat, meet, call, video conference and collaborate all in one place, no matter where they are. Microsoft 365 Business Voice Microsoft 365 Business Voice is the phone system within Microsoft Teams, built for productivity that brings together IT and telephony. Its all-in-one phone system has been created to work with Microsoft Office 365, to deliver a complete productivity, communication and collaboration solution for all businesses. Business Voice is a reliable, secure, and intelligent phone system delivered from Microsoft's trusted cloud. Get in touch Key features of Microsoft Teams for business JOIN CALLS EASILY Use Teams calling, known as Microsoft 365 Business Voice to take the stress out of conference calls once and for all. KEEP IT PERSONALShare ideas, opinions and information along with sending gifs, stickers, and emojis in a group chat or in one-to-one messages. INVITE UP TO 10KGo from group chat to video conference with the touch of a button. Teams of 10 or 10,000 can meet together. ACCESS YOUR FILESIn Teams you can access, share, and edit Microsoft 365 applications Word docs, PowerPoint, and Excel files in real time. ONE APPLICATIONUnify calls with chat and...

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### Feedback Procedure

> %%excerpt%%

- Published: 2023-01-25
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/feedback-procedure/

POLICIESFEEDBACK PROCEDURECustomer Feedback ProcedureAt Opus, we want to hear any feedback you want to give us. This can be good, bad or indifferent. You can provide us feedback in several different ways:In personBy telephoneIn writing (either via email or letter)Through customer surveyPositive FeedbackIf you feel your Opus representative has provided you service excellence or demonstrated our core values listed below – please feel free to make us aware of this so we can reward the individual. Work together to win togetherBe brave and think differentlyOwn it and never give upStrive to be the bestStay curious and keep learningEach month the Service Delivery Management will assess the feedback and if it meets the above criteria, any staff mentioned will receive a gift as a gesture of appreciation. Dissatisfaction FeedbackIf you ever feel dissatisfied by the service provided to you by Opus, we want to hear it! We don’t want to shy away from feedback that will enable us to solve problems for our customers and make them happy. You can raise your dissatisfaction via email, or by calling us on 020 8545 8545. We shall assign a case handler to these cases and ensure that each dissatisfaction is treated with care so that we can get to the root of issues, sort them and ensure they never happen again. Complaint Handing and Dispute ResolutionWe have produced this Complaints Code as part of our obligations under the telecommunications regulations and in accordance with Ofcom requirements. The overall purpose of the Code is to provide our clients with a...

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### Living Wage

> By paying the real Living Wage, Opus is voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on.

- Published: 2023-01-25
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/living-wage/

POLICIESLIVING WAGE Opus is proud to be an accredited Living Wage Employer By paying the real Living Wage, Opus is voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on. The real Living Wage is the only UK wage rate that is voluntarily paid by almost 10,000 UK businesses who believe their staff deserve a wage that meets everyday needs. That basic fairness is at the heart of what the Living Wage campaign is trying to achieve and why great businesses and organisations choose to go further than the government minimum. As well as it being the right thing to do, there is a growing body of evidence demonstrating the business benefits of becoming a Living Wage employer. There are over 9000 accredited employers in the network, going further than the government minimum and paying all staff the real Living Wage for the real cost of living. Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Disability Confident

> Opus is Disability Confident Committed. We were awarded this status in May 2021, and our accreditation runs until May 2024.

- Published: 2023-01-25
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/disability-confident/

POLICIESDISABILITY CONFIDENT Opus is Disability Confident Committed Disability Confident organisations play a leading role in changing attitudes for the better, changing behaviour and cultures in their own businesses, networks, and communities, and reaping the benefits of inclusive recruitment practices. To increase the representation of disabled people in the contract workforce, Opus has introduced several measures to reduce barriers to securing more jobs for disabled people in the contract workforce; for example, we have inclusive and accessible recruitment practices and retention-focussed activities, enabling equality of opportunity for disabled people into employment. Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Remote Working Solutions

> Opus Technology provide a wide range of market leading remote working solutions to help your business adapt to a remote environment.

- Published: 2023-01-25
- Modified: 2024-11-26
- URL: https://www.opustech.co.uk/it-services/remote-working-solutions/

IT SERVICESREMOTE WORKING SOLUTIONSRemote working is an operational pillar that enables employees to work from anywhere at any time. Opus Technology provide a wide range of market leading remote working solutions The remote working landscape has shifted again and now, according to a recent Gartner CFO survey, 74% of companies plan to permanently shift to more remote work post pandemic.  As well as this, 80% of Customer Service and Support leaders predict that the transition to work from home will have a lasting impact on the way contact centres operate. How can you best support your customers whilst working remotely? To help leaders on the remote working journey, we recommend they think long-term and answer these key questions:How can I ensure a consistent, frictionless and more personalised customer experience—all while call volume is increasing and budgets are shrinking? How effectively can I support the organisation as processes previously performed face-to-face are now handled remotely? What tools will best help boost productivity and bring open collaboration to the entire dispersed workforce— without adding complexity and confusion? How do I help provide oversight, control and visibility into every area of the business? Create a culture of productivity with a tech-first approach.  The shift to hybrid working has presented both challenge and opportunity, and business leaders are looking for more permanent remote working solutions to boost employee productivity. But what if, rather than a declaration made by leadership, productivity is actually a by-product of culture? Simply put, steadfast productivity cannot be demanded. And research is proving that productive workforces have...

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### Intelligent Virtual Assistants

> Intelligent virtual agent solutions help deliver an exceptional customer experience at a fraction of the cost of employing live agents.

- Published: 2023-01-24
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/intelligent-virtual-assistants/

CX TRANSFORMATIONINTELLIGENTVIRTUAL AGENTS Deploy a conversational and engaging self-service experience across voice and digital channels by deploying intelligent virtual agents. Save costs and improve customer service interactions with intelligent virtual agents Effective contact centre deployments offer a wide range of self-service options for the customer, and these often include Intelligent Virtual Agents (IVA). Intelligent virtual agents deliver a conversational and engaging experience across both your digital and voice channels and can facilitate a wide range of typical customer request cases such as status update enquiries, updating address details, booking appointments and service reviews etc. Intelligent virtual assistants are artificial intelligence enabled chat assistants Intelligent virtual agents provide a similar human conversational experience but as automated interactions. Once implemented efficiently, virtual assistants can deliver an exceptional customer experience at a fraction of the cost for live agents. The Virtual Agents free up valuable time and resource to focus on higher value interactions to drive retention, customer satisfaction and loyalty but also sales. They are also able to capture and store information and detect when a human agent is required using integrated data within your CRM system such as the customer's personal contact details and intent signals. When this is required the human agent will be passed all the details of the virtual agent's chat so they can pick up where they left off. We work with the following partners We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we...

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### Call Recording Software

> We offer a range call recording software systems to provide tailored solutions that will fit the profile of how your business operates.

- Published: 2023-01-16
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/call-recording-software/

TOGETHER - COLLABORATE RANGECALL RECORDING SOFTWARECall recording is the practice of listening to, recording and assessing interactions between staff or call centre agents and callers.   Call recording software solutions We offer a range call recording software systems designed to provide tailored solutions that will fit the profile of how your business operates. Our solutions include comprehensive extension and line side call recording solution packed with innovative features to search, record, play and archive telephone calls. Leading edge web technologies ensure that our solutions are the most powerful yet easiest to use solutions available today. Analysing the interactions with your customers is more important than ever and can assist in gaining competitive advantage by understanding their requirements better and ensuring your organisation remains agile. Call recording comes in many shapes and sizes depending on your specific needs  Our experienced team can advise you on most appropriate call centre solution to meet your requirements and the regulatory requirements defined by the FCA and other regulatory bodies. Our call recording solutions scale effectively across a broad range of requirements, whether the requirement is for a small workgroup or small business scaling up to specialist contact centres across multiple sites. We can talk you through features and benefits once considered to be available only in large complex contact centres. Features such as the Tagging of recording into your CRM database, Network archiving and retrieval using sophisticated search and playback options; all in a secure environment that complies with the latest regulations and legislation. Features and...

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### Cloud Telephony

> Cloud-based telephony cloud telephony or hosted VoIP delivers voice communication and other telephony services over the internet.

- Published: 2023-01-15
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/telecoms/cloud-telephony/

TOGETHER - COLLABORATE RANGECLOUD TELEPHONY SERVICESCloud telephony enables voice and other communication services to be delivered over the internet rather than the traditional way. Revolutionise your business communication with scalable cloud telephony solutions Opus provides a complete range of public, private, and virtualised cloud telephony solutions from industry-leading vendors such as 8×8, Gamma, Five9 and Mitel. Empower your workforce with seamless communication, whether they’re in the office, working remotely, or on the go. Cloud telephony will also deliver significant cost savings across your business by delivering predictable monthly expenses due to the reduction in hardware costs. Future proof your business with cost effective cloud telephony solutions In the past few years, cloud telephony has revolutionised business communications, delivering businesses a cost-effective way to modernise their communications without the need for large capital investments.  This is a managed service that gains automatic upgrades in secure, remote data centres ensuring that your business stays agile, secure, and is poised for future growth. Get in touch We work with the following partners We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services. We provide flexible cloud telephony solutions tailored to your business needs Our public cloud telephony options deliver affordable, scalable solutions, ideal for businesses seeking simplicity and rapid deployment. Our private solutions are designed for business requiring heightened security...

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### Hosted Telephony

> The Horizon Hosted service is a complete hosted telephony solution for your business that provides an extensive range of capabilities.

- Published: 2023-01-15
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/hosted-telephony/

TELECOMSHORIZON HOSTEDTELEPHONYTake control of your phone system with an extensive range of call handling and management features, all operated through an easy-to-use web interface Streamline your essential communications The Opus Horizon Hosted service is a cloud-based IP telephony service that is ideal for any sized business and is highly effective in organisations that have more than one site that work together.  Our Horizon Hosted service is capable of serving hundreds of employees. It harnesses the power of cloud communications with flexibility and a choice of hardware and applications to deliver a the latest in business communications without capital outlay. Horizon is a cloud-based phone service that provides an extensive range of fixed and mobile telephony capabilities The Horizon Hosted service is a complete hosted telephony solution for your business that provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal. Horizon Hosted allows your administrators to easily manage your office communications whilst enabling employees to maximise their productivity. Horizon combines handsets from Cisco and Polycom, an easy-to-use web interface, proven network resilience and service wrap on leading communications platform. This office IP telephone system has lots of smart features and an emphasis on control and administration through the web, that takes the burden away from the IT team.   Horizon offers reliability, improved productivity and easy monthly payments  Our hosted telephony service delivers:Highly reliable service – full support wrap from installation and training to number porting, with 24/7 support from the leaders in IP telephonyEnd-to-end single solution – fully managed from concept to...

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### Business Phone Systems

> At Opus we know that effective communications and reliable business phone systems are key to the success of any organisation.

- Published: 2023-01-15
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/business-phone-systems/

BUSINESS TELEPHONE SYSTEMSWe provide a wide range of industry leading business phone systems, world class service and support. Streamline your business phone systems Effective communications and reliable telephone systems are key to the success of any organisation. Whether it’s needing a streamlined system for internal communications or giving your customers the best possible service, it’s smart to invest in the key platforms that connect us.  An outdated communications platform implies an outdated organisation.  Our aim is help organisations succeed and thrive by providing purpose driven technology backed by engineering excellence and a personalised customer service experience. Discover what you can achieve with Opus as your business telephone system partner. Why partner with Opus for your business phone system? We have over 30 years experience of designing, delivering and maintaining telephone systemsWe are a Mitel Platinum Partner for on-premises, hybrid and cloud based solutionsWe are a Gamma Platinum Parter for the Horizon hosted telephony serviceWe are one of the largest 8×8 cloud telecoms partners in the UKOur in-house engineering team is trained to the highest levels with all of our vendor partners Our business telephony partners Mitel Telephone SystemsUnified communications together with customer experience solutions to set you apart from the competition. Mitel solutions offer productivity enhancing applications and mobility solutions. Gamma Hosted TelephonyOur Horizon Hosted service is a cloud-based IP telephony service that offers flexibility and a choice of hardware and applications to deliver a the latest in business communications without capital outlay. 8x8 Cloud TelephonyOur 8X8 solutions arm employees with the...

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### Mobile

> Opus provides a wide range of flexible business mobile phone solutions powered by the UK’s top three mobile networks; o2, Vodafone and EE.

- Published: 2023-01-12
- Modified: 2024-11-11
- URL: https://www.opustech.co.uk/mobile/

MOBILEBUSINESS MOBILE SOLUTIONSOpus provide a range of flexible business mobile solutions powered by the UK's top three networks. o2, Vodafone and EE. Business mobile phone solutions from Opus Opus Technology are accredited partners with all three of the UK’s biggest mobile networks. EE, Vodafone and O2. Our business mobile solutions include flexible business contracts, multi network sims, mobile device management, mobile voice recording. The full service and network agnostic business mobile solutions provider Our dedicated business mobile consultancy team can build a mobile solution for your organisation on the best suited network and preferred devices with or without roaming capabilities. We are network agnostic and provide impartial advice across o2, Vodafone and EE. Our mobile specialists will advise you on which business mobile contract is best suited to your needs and we also offer mixed mobile estates, which are the way forward for maximum coverage. Get in touch Our core business mobile services MOBILE DEVICE MANAGEMENTMobile Device Management also known as MDM helps businesses secure and manage mobile devices as well as control access to their company networks, emails, servers and files from those devices. Find out more MOBILE VOICE RECORDINGMobile Voice Recording (MVR), is a highly secure way of recording both mobile calls and texts that are made and received on business mobile devices without the need for users to activate any third-party applications. Find out more BUSINESS MOBILE SOLUTIONSWhether you require a solo, shared or SIM only plan, we provide the latest handsets with unlimited calls and texts tailored...

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### Software Assurance

> Mitel Software Assurance and Support is a software support package that protects your Mitel communications investment.

- Published: 2023-01-11
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/software-assurance/

MITEL PARTNER PRODUCTSMITEL SOFTWARE ASSURANCEProtect and enhance the long-term value of your Mitel Communications investment Simplify support for your Mitel communications Staying up to date with software releases, fixes and technical support keeps your communications system running smoothly. Mitel Software Assurance and Support is a software support package that protects your Mitel communications investment by providing ongoing technical improvements and knowledgeable support. Helping Mitel users achieve more Our aim is help organisations succeed and thrive by providing purpose driven technology backed by engineering excellence and a personalised customer service experience. Discover what you can achieve with Opus as your Mitel Platinum technology partner. Key benefits of Mitel software assurance Keep-up-to-date on latest supported softwareTake advantage of new featuresAddress system issues through software updates/fixesEnable proactive fault reporting and performance monitoringAccess skilled Mitel technical support resources Get in touch Thee benefits of Mitel's software assurance program Enjoy Operational EfficiencyTake advantage of ongoing service improvements and maintain your operational efficiency and availability with the proactive operational and performance management tools included with Mitel’s Software Assurance Program. Facilitates TransformationYour communications network is the foundation for your digital transformation. Stay current with the latest releases and security adjustments. Utilise performance, monitoring and management tools to optimise your system. Protect Your InvestmentMaximise the investment you’ve made in your communications network and reduce risk against your IT assets by staying current on releases, optimising your communications network and monitoring for irregular performance. Delivering a world class customer experience Accredited by the Institute of Customer Service Service Mark Certification,...

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### MiVoice 250

> The Mitel MiVoice 250 has the power to transform your small to mid-size business with advanced Unified Communications applications

- Published: 2023-01-11
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/mivoice-250/

MITEL PARTNER PRODUCTSMITEL MIVOICE 250Formerly the Mitel 5000 Communications Platform (CP) Mitel MiVoice 250 - Enterprise communications for small and medium sized businesses Whether you need a communications solution that supports digital handsets that can re-use existing wiring or one that provides your business with access to the latest in IP phones and productivity enhancing applications or even one that provides mobility solutions to support your employees on the go, the MiVoice Office 250 is the answer. With a wide range of features and applications available as standard, the MiVoice Office is the ideal solution for a new or expanding business, that wishes to enhance productivity, mobility and customer service, whilst reducing the overall telephony costs. More than just a phone system The MiVoice Office ensures small and medium sized businesses are more flexible and responsive. Through a complete suite of out-of-the-box business productivity applications, your business will benefit from reduced costs and enhanced staff productivity. MiVoice Office delivers as standard:Unified Voice Messaging with Automated AttendantMeet-Me ConferencingAutomatic Call DistributionHot Desking and Remote WorkingMobile Twinning and Hand-Off,Teleworking and Reporting Benefits of Mitel MiVoice 250 The Mitel MiVoice Office 250 has the power to transform your small to mid-size business with advanced Unified Communications applications, which enable users to work effectively with colleagues, partners and customers alike. This offers business benefits such as:Increased office productivityEnhanced customer serviceFlexibility and resilienceInvestment protectionOverall cost savingsTeleworking and Reporting Hybrid and IP The MiVoice Office is a hybrid digital and IP communications platform that enables small and medium sized...

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### Business Telephony Solutions

> We provide a range of business telephony solutions to take your business to the next level. Certified 8x8, Gamma, Mitel & Five 9 partner.

- Published: 2023-01-11
- Modified: 2024-05-20
- URL: https://www.opustech.co.uk/telecoms/business-telephony-solutions/

TELECOMS SOLUTIONSBUSINESS TELEPHONY SOLUTIONSEmpowering organisations with on premise, hybrid and cloud based business telephony solutions. Market leading business telephony solutions designed to take your business to the next level Whether you're looking to upgrade your current business telephony solution or implement a new feature-rich unified comms or contact centre platform, Opus have over 30 years experience of providing a comprehensive range of tailored cloud, on-premise and hybrid business telephony solutions to support all sizes of business. We only partner with the best in class business telephony providers We take a technology agnostic approach to business telephony Opus are accredited partners with market business telephony vendors such as 8x8, Gamma, Cirrus, Mitel, Five9 and EE enabling us to recommend the best suited telephony solution for your organisation.  Our business telephony solutions are designed to be cloud-based, on-premise, or hybrid, so you can choose the option that fully accommodates the operating style of your business. Get in touch Our business telephony vendors Opus are an 8x8 platinum partner, we deploy the full suite of 8x8 business telephony solutions. Find out more Opus offers a complete range of unified communications solutions from Gamma. Find out more We are a Mitel platinum partner and deploy the full suite of Mitel technologies Find out more Opus are specialists in delivering omnichannel contact centre solutions from Five9. Find out more Opus offers a complete range of Cirrus communications solutions. Find out more We are one of the UK's 7 authorised EE resellers Find out more A fully tailored solution...

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### Teams Integration

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- Published: 2023-01-11
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/teams-integration/

MITEL PARTER PRODUCTSMICROSOFT TEAMS MITEL INTEGRATIONBest of Breed Communications and Collaboration uniquely integrated into a single platform by Opus Fully Managed Mitel Voice Solution for Microsoft Teams Most people understand the benefits of using Microsoft Teams. Provided as part of your Microsoft 365 modern desktop suite, you can chat, meet, share files and work with other business apps, making it a central software hub for workplace communication and collaboration. Combine this with industry leading IP telephony from Mitel with our Mitel Teams Integration and you now have uniquely integrated enterprise communication and collaboration solution, on a single platform which can be scaled and customised to meet your organisation's every need. Leverage your existing Mitel investment and enjoy the flexibility of a mixed estate of Mitel desk phone users, PC, Mobile or Tablet Microsoft Teams users or combinations of the two. Collaborate with Microsoft Teams Microsoft Teams facilitates seamless collaboration by bringing everything together in one shared workspace enabling group and private messaging with threaded and persistent conversations. Use anywhere, any time and on any deviceIntegrates with Word, Excel, PowerPoint etcSynchronises with Outlook calendarEnables secure chat and HD video meetingsFacilitates project streams and team working Get in touch Communicate with Mitel and Teams Integration Unlock the combined benefits of Microsoft Teams and Mitel’s market leading unified communications, in a seamlessly integrated solution from Opus and deliver choice to your workforce. Enterprise level call handling and distributionMake and receive calls on Deskphone, ORPC, Tablet or Mobile via Teams appEnable multiple end points to ring at onceHand...

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### MiVoice Business

> Mitel MiVoice Business is the enterprise communications solution of choice for organisations of up to 65,000 users.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/mivoice-business/

MITEL PARTNER PRODUCTSMITEL MIVOICE BUSINESSMitel's MiVoice solution provides everything you need in an on-site unified communications and business phone system Mitel MiVoice - Enterprise communications tailored to your specific needs Part of our Mitel portfolio, the Mitel MiVoice Business is the enterprise communications solution of choice for organisations of up to 65,000 users. With feature rich unified communications that can be delivered onsite, using VMware servers or hosted remotely in the cloud, the Mitel MiVoice Business offers end-to-end communications for any enterprise. It offers advanced functionality such as unified messaging, CRM integration, contact centre solutions, mobile, remote and multi-site working with scalability and business continuity. Mitel platinum solutions partner Opus is one of the largest independent and privately own Mitel dealers in the UK supporting thousands of satisfied customers nationwide since 1992. We are a Mitel Platinum Solutions Partner with Specialist Partner accreditations in Healthcare and Education, qualified to install and maintain the complete range of Mitel Telephone systems from the Mitel MiVoice Office and Mitel MiVoice Business platforms, to Mitel MiCloud, MiContact and MiCollab solutions. We have some of the highest trained Mitel engineers in the UK, supported by experienced project management and caring customer service teams. Get in touch Providing outstanding service Recognised by the Institute of Customer Services with the ServiceMark accreditation and regularly scoring about all industry standards, you can be sure of a personalised service from Opus. Our in-house engineers, solution design specialists and experienced project management team will ensure projects are executed smoothly and on time, and our...

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### Mitel MiTeam Meetings

> Mitel MiTeam Meetings is a multi-party video solution designed for those who want to work more efficiently and enhance communications

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/mitel-miteam-meetings/

MITEL PARTNER PRODUCTSMITEL MITEAM MEETINGSMitel’s multi-party video solution designed for those who want to work more efficiently and enhance workplace communications Mitel MiTeam Meetings Part of our Mitel portfolio, our Mitel MiTeam Meetings is a multi-party video solution designed for those who want to work more efficiently and enhance workplace communications with seamless transitions between voice, video, and chat capabilities to offer a true collaboration experience. MiTeam Meetings was built to improve the meeting experience by enabling a user to start or join a Meeting from MiCollab with ease and use the tools within the application to lead productive meetings. Key features of Mitel MiTeam Meetings Mitel MiTeam lets users collaborate via video meetings, topic-based chat, file sharing, and screen sharing. All of these tools can be cross launched from within the MiCollab app allowing for a seamless, integrated experience. Key features include:MiCollab Cross LaunchMulti-Party Video MeetingSchedule/Ad-hoc MeetingsTopic Based ChatsHybrid Calendar SchedulingPSTN Dial-InOne-Click Mobile Dial-In Key Benefits of Mitel MiTeam Meetings Expand team interactions beyond the physical confines of your organisation to include workers, partners and customer from anywhere around the globeUnify disconnected communication channels with a single application to simplify collaboration. Reduce the operational cost incurred from managing multiple communication tools. Increase the value and productivity of your employee’s meetingsScale up and down to fit your business needs with a dynamic cloud infrastructure Get in touch Delivering a world class customer experience Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology...

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### Gamma Horizon Collaborate

> Gamma Horizon Collaborate from Opus offers instant messaging, presence, voice, video, desktop and application sharing.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/gamma-horizon-collaborate/

TELECOMSGAMMA HORIZON COLLABORATEGamma Horizon offers a complete unified communications experience for your business. A true unified comms experience Gamma's cloud-based Horizon Collaborate from Opus offers instant messaging, presence, voice, video, desktop and application sharing. Compatible with Windows, Mac, Android and iOS, it enables employees to access business communications and collaboration services from their device and location of choice. Horizon Collaborate fully integrates with Horizon hosted PBX service and supports all the features and functionality of the telephony service for a true unified communications experience. Effective communications for business success Typically, organisations choose to partner with Opus when their they are experiencing poor service levels with their incumbent providers or when they are looking for a partner with experience and expertise to deliver complex, multi-site solutions or IT support and cyber security services. As a Gamma Platinum Partner our experienced team can design, deliver and support a productivity enhancing Horizon Collaborate solution for your business to provide a truly unified communications experience to your workforce.   Get in touch How are we performing? Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. Gamma Horizon from...

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### Mitel MiTeam

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- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/mitel-miteam/

MITEL PARTNER PRODUCTSMITEL MITEAM COLLABORATIONBring together all methods of communications, collaboration and sharing into one integrated work stream Work doesn’t have to be a disconnected disarray of messages and tools. Teamwork should be personal, flexible and simple. Better teamwork means success and for that we recommended Mitel's MiTeam Collaboration Software. With Mitel MiTeam, you can bring together all of those different methods of communications, collaboration and sharing into one integrated work stream that works anywhere, any time on any device. In short, it's designed for the way teams work today. Access MiTeam along side all your current real time communications channels Keep up to date on all of your conversation streams Start and hold meetings right from your device MiTeam Benefits Store it, find it, share itMiTeam is your life preserver. You can store data by project, subject or person and instantly retrieve information including emails, IM conversations, documents and more—all from a single screen. Connect virtual teamsNo longer is collaboration limited to huddle rooms and conference tables. Extend the power of teams beyond your walls so they can easily and intuitively work together across offices or across the globe. 40% less emailBreak the cycle of endless email strings and bloated inboxes. Get real-time answers to real-time questions with the full context of relevant files, action items and conversation history.   Discover how MiTeam can empower your team... Go ahead and make the call to learn more about transforming the way your team collaborates. Move to the next level of Mitel collaboration and...

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### MiContact Centre

> Mitel MiContact Centre is a portfolio of applications designed to maximise the efficiency of all contact centres.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/micontact-centre/

MITEL PARTER PRODUCTSMITEL MICONTACT CENTREYou only have one chance to make a lasting impression, invest in your contact centre MiContact Centre is designed to maximise the efficiency of all contact centres Part of our range of Mitel Services, Mitel MiContact Centre is a portfolio of applications designed to maximise the efficiency of all contact centres. Whether you have a small contact centre with a few customer service agents or a large multi-site centre in need of multimedia capabilities, our Mitel Contact Centre solutions meet the requirements of businesses of all sizes. MiContact Centre applications equips contact centre agents with a unique set of tools to handle customer inquiries quickly and efficiently while at the same time empowering supervisors to improve business processes. Because Every Contact Matters Enhance the customer experience from the moment calls, texts, messages and chats reach you, all the way through to call resolution, with help from the experienced Mitel team at Opus. Get in touch Omni-Channel Contact Centre Solutions In today’s technology-driven world of smartphones, tablets and WiFi, consumers have become increasingly mobile, relying on digital communications such as email, text messaging, Web chat, and social media in order to interact with your business. Customers have come to expect the convenience of choosing the method of contact that makes the most sense for them at any given time – and providing a consistent, positive experience across all channels has evolved from a unique, “nice to have” capability to a necessity. Benefits of Mitel MiContact Centre Empower CustomersAllow your...

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### MiCollab

> Part of our Mitel portfolio, our Mitel MiCollab solution combines collaboration, mobility and messaging into a single solution.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/mitel/micollab/

MITEL PARTNER PRODUCTSMITEL MICOLLAB COLLABORATIONCollaborate effortlessly amongst employees, partners and customers with MiCollab. Enhance Any Meeting with Mitel MiCollab Effective collaboration among employees, partners and customers is a critical driver of any organisation's success. It's only by building productive relationships that information and ideas get shared, better products get to market faster, suppliers and partners work seamlessly together to achieve shared goals, and lasting and profitable relationships are built with customers. Part of our Mitel portfolio, our Mitel MiCollab solution combines collaboration, mobility and messaging into a single solution that empowers people to collaborate more easily and effectively, no matter where they are, how they work and what device they use. Audio, Video, and Web Conferencing The Mitel MiCollab conferencing solution provides your business with audio, web and video conferencing services.  These provide large scale audio conferencing, rich web interactions, and helps improve collaboration and information sharing among employees and with customers, partners, and suppliers. Get in touch MiCollab Unified Messaging and Teleworker Unified messaging enables people to manage voice mail, email and fax messages from their personal phones and devices. From basic voice mail to advanced unified messaging, a full-featured and flexible unified messaging solution with a low total cost of ownership satisfies the diverse needs of your entire organisation. Mitel’s Teleworking solutions allow employees “plug and work” access to the corporate voice network from home or on the road, seamlessly retaining all of the communications features and functionality enjoyed at the office. Get in touch Mitel MiCollab Features and benefits As...

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### 8x8 X Series

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- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/8x8-x-series/

TELECOMS8X8 X SERIESCLOUD TELEPHONYOne cloud solution for voice, meetings, collaboration,call centre and more. Opus Technology deliver tailored managed services to medium and large enterprises nationwide Our highly experienced team can design, deliver, manage and support, bespoke communications, contact centres, collaboration, mobile, IT, security and document management solutions. We help you establish a technology strategy and support you on your chosen path to digital transformation. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. Delivering a world class customer experience Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.   Our fully integrated service offering COMMUNICATEAll encompassing Private and Cloud Unified Comms and Mobile solutions. Find out more MODERNISEMarketing leading Outsourced IT,  Cloud and Microsoft solutions. Find out more ENGAGEFully managed, cutting edge Mitel, Five 9 and 8x8 contact centre solutions. Find out more SECURESecurity as a Service Cyber Security solutions and Cyber Essentials Plus certifications. Find out more...

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### 8x8 Contact Centre Solutions

> Our 8×8 Contact Centre solution makes it easy for your agents to deliver more rewarding experiences with every customer contact.

- Published: 2023-01-10
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/contact-centre/contact-centre-solutions/8x8-contact-centres/

CX TRANSFORMATION8x8 CONTACTCENTRESOLUTIONSIncrease agent productivity whilst enhancing the customer experience. Transform customer engagement with 8x8 Contact Centre Solutions With our 8×8 Virtual Contact Centre, you get everything you need in one place. Our solution suite combines not just world-class contact centre capabilities but also workforce optimisation, advanced business phone and collaboration services and unified communications. Our 8×8 Contact Centre solution makes it easy for your agents to deliver more rewarding experiences with every customer contact with everything you need in one place. Everything in One Place The average contact centre has to manage multiple vendors. Using our 8×8 solution we offer a much simpler, more efficient alternative to patchwork solutions. With the 8×8 Virtual Contact Centre, you get everything you need in one place. Our solution suite combines not just world-class contact centre capabilities, but also workforce optimisation, advanced business phone and collaboration services and unified communications. Get in touch Workforce Optimisation Enhance agent performance, staffing efficiency and customer service while controlling costs, from the cloud. With 8×8 Workforce Optimisation, you can easily ensure that your contact centre agents consistently deliver the high level of customer service that set you apart from your competitors, while boosting staff productivity and morale. https://www. youtube. com/watch? v=5QIfbGNVVG0 Put your Phone System in the Cloud Mobile devices. Social media. Distributed workforces. Global interactions. Your world is moving way too fast for last-century’s phone technology. The cloud-based VoIP capabilities of 8×8 Virtual Office are ready for today’s business ready for anything. Packed full of features MULTI-CHANNEL Co-browsingMulti-ChannelProactive ChatWeb CallbackREPORTING& ANALYTICSSpeech AnalyticsHistorical...

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### 8x8 Video Conferencing

> Take your video conferencing to the next level by adding voice and chat capabilities in one unified Cloud platform using 8×8 Video Meetings

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/partners/8x8-video-conferencing/

TELECOMS8X8 VIDEOMEETINGSHD Video & Audio Conferencing, Team Collaboration. Starts in seconds. No downloads. No time limits. Bringing colleagues and customers together with 8x8 video meetings Take your video conferencing to the next level by adding voice and chat capabilities in one unified Cloud platform using 8×8 Video Meetings.  You also get call-out capabilities to invite additional guests while you are in a meeting and many other benefits to help you drive business value from your meetings.  Our 8×8 Cloud Meetings Service changes makes meetings simple. The benefits of 8x8 meetings FAST & SIMPLEInstantly join using an easy and intuitive user interface allowing full-screen experience using desktop and mobile apps or the Web. VIDEO COLLABORATIONHD video plus 8×8’s patented audio quality, easy screen sharing, remote desktop control, Cloud-based recordings. BUILT FOR BUSINESSNative integrations with your favourite enterprise apps including calendars, Single Sign-On and directory.   8x8 Series Cloud Telephony Arm employees with the tools they need to communicate, collaborate and access the organisation's most valuable data and experts in one intelligent, easy to manage solution. Global calling, messaging, analytics, contact centre and collaboration. With our 8x8 Virtual Contact Centre, you get everything you need in one place. Our solution suite combines not just world-class contact centre capabilities but also workforce optimisation, advanced business phone and collaboration services and unified communications. Get in touch Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur...

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### Technical Support

> We provide a professional and highly experienced technical support service, by measuring the time it takes to reach a resolution

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/technical-support/

CUSTOMER SUPPORTTECHNICALSUPPORT SERVICESTaking the risk out of new technology deployments. Professional and comprehensive technical support We provide a professional, comprehensive and highly experienced technical support service, by measuring the time it takes to reach a resolution, not the time it takes to respond to your request. We always focus on the quality of the advice we give to you and not how quickly we can complete the request for you. Experienced & qualified support With our experienced team of project managers, field engineers and technical support staff we ensure your requirements are always identified and reached. With more than 200 years of combined experience in our engineering team and being manufacturer accredited and technical industry-wide qualified, we are equipped to deliver first rate service and support. Prioritise mission critical issues We prioritise and escalate mission critical issues and resolve over 90% of all technical support calls remotely, resulting in fast and effective support, which means you don’t need to spend unnecessary time dealing with an issue. Our goal at Opus Telecoms is provide you with communication products and services through a company committed to customer service, superb technical capabilities and continued adaptability to emerging technologies. Get in touch Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe...

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### System Maintenance

> Business telecoms are vital in all businesses. Office Phone Systems and telephone system maintenance are compulsive in business telecoms.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/system-maintenance/

TELECOMSTELEPHONESYSTEM MAINTENANCEProviding the reassurance you need to keep your business fully operational. Fast, reliable and qualified office phone system support Business telecoms are vital in all businesses. Office Phone Systems and telephone system maintenance are compulsive in business telecoms. We understand the importance of proactive and reliable support for your office phone system and VOIP telephone system, as such we provide maintenance services for the Aastra, Mitel and Panasonic office telephone systems. Telephone system maintenance services We can ensure your employees have a reliable office phone system and VOIP phone system that connects to your business critical data and applications. So your customer service levels, profits and reputation are always maintained. Transfer your telephone system maintenance service contract to us and we'll provide the reassurance you need to keep your business fully operational. Get in touch MITEL TELEPHONE SYSTEM MAINTENANCE & SUPPORTAs a Mitel Platinum Partner we understand how important it is for a new business to stay in touch with its customers, we we measure ourselves on time to resolve issues, rather than simply to respond to them. Find out more AASTRA TRELEPHONE SYSTEM MAINTENANCEHaving provided telephone system maintenance services since 1992, we have the expertise to deliver outstanding Aastra maintenance and support to our customers through our team of highly qualified and trained engineers. Find out more PANASONIC TELEPHONE SYSTEM MAINTENANCEAs one of the largest independent telephone service providers in the UK, we have the expertise to deliver outstanding Panasonic maintenance and support to our customers through our...

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### Mitel

> A Mitel Service Provider, is an accredited partner set up to deliver the design, execution and support of Mitel’s communications software

- Published: 2023-01-10
- Modified: 2024-05-20
- URL: https://www.opustech.co.uk/partners/mitel/

TELECOMSMITEL SERVICE PROVIDEROptimise Your Mitel Solutions with a platinum accredited Mitel Service Provider What is a Mitel service provider? A Mitel Service Provider, or Solutions Partner, is a Mitel-accredited partner set up to deliver the design, execution and support of Mitel’s suite of communications software solutions.  A Solutions Partner will draw on its knowledge of the Mitel estate to provide users with recommendations for how they can optimise their communications solutions.  Typically, a Partner will review users’ current Mitel tools in order to provide personalised advice tailored to their set-up and advocate additional features or functionality to meet the changing needs of their organisation.   Mitel platinum service provider program Mitel's Partner Program is set up to ensure any Mitel Solutions Partner is fully certified on its latest products and releases. This is important for ensuring that every user of the Mitel software has a positive experience consistent with Mitel’s standards of service. The Platinum partnership is the pinnacle of that accreditation, enabling businesses to distinguish Mitel Partners that offer the highest standards of Mitel's solutions.   Get in touch Three key components of a top Mitel platinum service provider COMPREHENSIVE PRODUCT KNOWLEDGEMitel Platinum Solutions Partners support a range of Unified Communication (UC) software products and third-party apps, giving their customers access to the broadest range of solutions. Opus maintains it is vital that solutions are tailored to every individual organisation’s environment and challenges, in order to deliver a solution that is truly fit for purpose.  HIGHLY TRAINED ENGINEERSPlatinum Partners must be able to demonstrate set...

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### Project Management Services

> Our project management services methodology is based upon best practices input from our service organisation and that of its suppliers.

- Published: 2023-01-10
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/project-management/

CUSTOMER SUPPORTPROJECT MANAGEMENT SERVICESTaking the risk out of new technology deployments. We have a dedicated and experienced project management team to manage all our projects Project management is essential to ensure your installation goes to plan, that is why any installation we complete is project managed as standard practice. Our project management methodology is based upon best practices input from our service organisation and that of its suppliers. It is also based on Prince2™ principles with an emphasis on tailoring processes and themes to suit the project environment, size, complexity and risk. Our project management methadology PROJECT INITIATIONDeliverables are agreed between Opus Telecoms and the customerPLANNING & DESIGNResources are allocated and the project schedule is approvedPROJECT DELIVERYProject is implemented according to the defined schedule USER ACCEPTANCE TESTINGTest plans are implemented and solution testedUSER TRAININGTraining is delivered to end users pre go liveGO LIVESolution goes live  to the end users and admin teamPLANNING & DESIGNSolution is signed off by Opus and CustomerSIGN OFF & SUPPORTProject signed off and moves to the  support team You will work closely with the project management team throughout During the Project Initiation Phase, you will be appointed a Project Manager whose responsibility will be to work with the Consultant and Technical Sales Support team to define and agree the scope of work and technically validate the proposed solution. Upon successful completion of the Initiation Phase, your Project Manager will take ownership of the project and manage the Planning, Implementation, and Service Transition phases. Get in touch Our Project...

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### Speech Analytics

> Speech analytics automates the process of listening to interactions or phone calls between your customers and your agents.

- Published: 2023-01-10
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/speech-analytics/

CX TRANSFORMATIONCONTACT CENTRE SPEECH ANALYTICS SOLUTIONSSupport your agents and delight your customers with speech analytics funtionality Increase performance and reduce staff churn through the power of voice Speech analytics automates the process of listening to interactions or phone calls between your customers and your agents. It can also dissect specific information from conversations to figure out the more subtle nuances of a conversation, how much silence there is during the conversation and what evokes a particular response from a customer. Understand the mood of the agents and customers This powerful tool can help you understand the mood of both your customers and agents and identify issues that might need to be resolved with training for example. This will in turn help increase the performance and compliance within your contact centre. Get in touch What is the voice of your customer or agent telling you? Speech analytics can be used to detect if an agent is struggling or finding some of their tasks difficult, it can also be used to detect how a customer is feeling – frequent customer satisfaction or dissatisfaction due to what they are being told could for example highlight some action that needs to be taken. Silences within a conversation are also an important signifier that things might not be well for the agent, for example, if an agent is feeling tired, lacking in motivation or is struggling with workload. By combining words with sentiment and emotion, you’ll get a true understanding of the voice of the customer...

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### PCI Compliant

> Our contact centres offer a wide range of PCI Compliant credit card payment solutions to keep your customers and agents safe

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/pci-compliant/

CX TRANSFORMATIONPCI COMPLIANT CONTACT CENTRE SOLUTIONSOur contact centres offer a wide range of PCI Compliant credit card payment solutions to keep your customers and agents safe Ensuring your contact centre complies with the Payment Card Industry Data Security Standard (PCI DSS) If your agents take credit card payment information from customers, then all your systems must comply with the Payment Card Industry Data Security Standard (PCI DSS).  The risk of a data breach has never been greater, and the consequences of suffering one can be far reaching, resulting in monetary penalties and ultimately damage to brand reputation While compliance with the PCI DSS does not ensure protection against all data breaches, taking the steps outlined by the PCI DSS can greatly help to reduce the risk of a data breach and negate the potential for hefty non-compliance fines imposed by the major credit providers.   PCI compliant contact centre partners We understand the need to balance the requirement to record and evidence financial transactions against the conflicting requirement to not record or share the card holder’s financial information. Work with a number of industry leading PCI Compliance partners such as Semafone, PCI Pal and Cirrus LinkPay+ we can provide advanced PCI DSS compliant solutions to ensure that your customers are protected, so that while all calls are recorded, no actual card information is recorded or stored within the business systems or by the agent. Opus payment solutions We understand the need to balance the requirement to record and evidence financial transactions against the conflicting...

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### Outbound

> Achieve the most from your outbound contact centre resources with our range of intelligent proactive dialler solutions

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/outbound/

CX TRANSFORMATIONOUTBOUND CONTACT CENTRE SOLUTIONSAchieve the most from your outbound contact centre resources with our range of intelligent proactive dialler solutions Empower your agents with intelligent outbound dialling technology Outbound, or proactive customer contact has evolved considerably over the last few years. There is a clear need for technologies that can enable the agent to proactively call their customers without causing unnecessary disturbance or annoyance to the very people they wish to talk to. Deploying an outstanding outbound call centre solution will liberate your agents from tedious and repetitive tasks to help them focus on the thing that matters the most – talking to customers. Outstanding performance equals outstanding results Outbound, or proactive calling has evolved over the last few years from the ruthless and aggressive cold calling techniques used in the past. Tightening of regulatory controls has meant a decline in the use of predictive diallers for this purpose. There is now a demand for more sophisticated tools aimed at legitimate outbound customer contact so that agents can engage proactively and positively when they reach out to customers. Proactive callingZero abandoned callsAnswer Machine DetectionInteractive voice/SMS campaignsVirtual agentsReal-time dashboards Delivering a world class customer experience Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.   SmartAMD™This refinement of the traditional and largely discredited Answer Machine Detection (AMD)...

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### Microsoft Teams Contact Centre

> If you are looking for a Microsoft Teams Contact Centre Solution for your business, we have the answer for you here at Opus.

- Published: 2023-01-09
- Modified: 2024-05-20
- URL: https://www.opustech.co.uk/contact-centre/microsoft-teams/

CX TRANSFORMATIONMICROSOFT TEAMS CONTACT CENTREUniquely combine the collaboration capabilities of Microsoft Teams with our Cirrus market-leading Contact Centre-as-a-Service solution The powerful combination of Microsoft Teams & Cirrus If you are looking for a Microsoft Teams Contact Centre Solution we have the answer for you here at Opus. Our Cirrus Contact Centre-as-a-Service solution enables you to not only combine the collaboration capabilities of Microsoft Teams with a market-leading contact centre to connect with your customers but connects your contact centre with the rest of your organisation. Get in touch A fully connected solution available anywhere and anytime Distributed customer service teams can now take advantage of state of the art omni-channel contact centre services, inside the familiar and intuitive environment of Microsoft Teams. Benefit from a connected solution that's available anywhere and allows your essential frontline staff to collaborate seamlessly with the rest of the organisation, providing your customers with a superior experience. Delivering a world class customer experience Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.   The benefits of Microsoft Teams Contact Centre Smarter Customer Interactions Our Cirrus Voice for Microsoft Teams service enables you to be smarter in the way you handle customer interactions with market-leading capabilities to intelligently route calls, analyse customer journeys and gain the in-depth insights into both your contact centre...

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### Inbound

> Having the right inbound contact centre software can make a huge impact on the way your business is perceived.

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/inbound/

CX TRANSFORMATIONINBOUND CONTACT CENTRE SOLUTIONSImprove customer interactions and agent productivity with our inbound contact centre solutions Ensure inbound enquiries enjoy an outstanding customer experience Offering an outstanding inbound call centre experience is a top priority for businesses who have large volumes of customers calling in for help, advice and assistance. Having the right inbound contact centre software can make a huge impact on the way your business is perceived. Without a good inbound call centre solution, dealing with a large volume of inbound calls might become confusing for your agents, and as a result lead to a decline in customer satisfaction. Create a memorable experience for your customers At Opus we can advise you on the best inbound call services to suit your business. We work with a number of industry leading providers including Mitel, 8×8 and Cirrus to provide a solution that fully integrates and delivers all your inbound requirementsOur game-changing inbound call centre features include:Call Queue ManagementIntelligent IVR and Skill Based RoutingChatbotsDynamic ScriptingReal-time Dashboards and ReportingGlobal Inbound Numbers Streamline your inbound communications with Opus Call Queue Management Effective call queue management ensures the customer wait time is minimal, while also maintaining fair workload distribution to the agents working. When done well, good call queue management can lead to reduced wait times and overall better customer experience. Effective call queue management can help your business in many different aspects, for example, establishing an IVR (interactive voice response) to encourage self-service and call routing to help callers get connected to the...

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### Call Recording

> Call recording is an essential tool for any contact centre. It is vital for supporting agent training and improving customer service

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/call-recording/

CX TRANSFORMATIONCONTACT CENTRE CALL RECORDING SOLUTIONSImprove agent communication and customer service with a secure and effective call recording solution Contact centre call recording solutions Call recording is an essential tool for any contact centre. Not only is it a vital for supporting agent training and improving customer service, but it also protects an organisation from possible disputes by providing a reliable record of a conversation and/or transaction. Unlock valuable insights into every interaction with Opus call recording solutions We work with a number of industry leading providers including Cirrus, Gamma, Noeticca, 8×8 and Red Box to provide a solution that will help improve quality of service, optimise operational performance and quickly resolve disputes. By understanding what your customer wants and how they perceive the service you deliver, we can tailor call recording features to suit your business requirements and help drive continuous service improvement Contact Centre call recording features and benefits CLOUD BASED RECORDINGDefine which interactions you want to record and capture these within the cloud. We can record entire conversation even if the call is transferred to a different agent. Being cloud based also means you can support multiple locations and remote working agents. ANYWHERE PLAYBACKWith the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to filter and search for the appropriate call and to play, pause and rewind as required. AGENT FEEDBACKAgent feedback is essential in understanding how the customer experience can be improved. By instantly...

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### SME

> Communication and collaboration are the lifeblood in any business and ensuring you have the right SME technology tools in place is critical.

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/sme/

INDUSTRY SECTORSSMECOMMUNICATIONS SOLUTIONSCommunications and Collaboration solutions for small and medium sized enterprises. Communication and collaborative solutions for SMEs Communication and collaboration are the lifeblood in any business and ensuring you have the right SME technology tools in place is critical. At Opus we have a range of Unified Communications and Collaboration solutions that provide small businesses with everything they need. Our small and medium enterprise technology solutions offer your businesses the simplicity, mobility and flexibility required to meet today's ever changing world. All our technology services are competitively priced and managed with a single point of contact for all billing and support. The ultimate communication solutions for SME business of all types The expertise we have gained over many years supporting UK SME’s with technology solutions, means we can tailor our services to exactly meet your changing requirements, providing you with a range of reliable and affordable products and services, designed for your specific business needs. We always take into account any specific challenges you face and understand that smaller businesses often need to do more with less. Faced with added security risks, modern workforce expectations and advancing technology, it’s easy to lose sight of what really matters: serving your customers and strengthening your business. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed...

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### Non Profits

> The vision for Charities and Non-Profit organisations is to reduce costs, drive value, enhance productivity and support volunteers and donors.

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/public-sector/non-profits/

INDUSTRY SECTORSNON PROFIT COMMUNICATIONSSOLUTIONSEnsure collaboration and communication works within teams, with other public sector bodies and citizens. Helping to reduce communications costs for non profit organisations The vision for Charities and Non-Profit organisations is to reduce costs, drive the best value in service delivery, enhance productivity and support volunteers and donors. Good communications can lead to modern services that are flexible to a range of individual needs.  Opus specialises in providing communication solutions for Third Sector organisations. We provide ethical and honest advice by firstly assessing staff productivity and quality of service. We then closely work with you to establish your requirements to provide a telephony solution that can further enhance your quality of service, reduce operational costs and increase staff productivity.   Opus helps charities and not-for-profit organisations balance reducing costs with increasing flexibility and productivity We ensure collaboration and communication works within teams, across multiple locations and on the devices staff choose to use. We deliver effective inbound and outbound contact centre solutions to ensure seamless conversations with donors and benefactors. Get in touch Benefits Contact centre can be set-up and simply administered to better handle calls and provide intelligent information about expected wait times or position in queues. This ensures calls are answered more efficiently to help improve quality of service. Manage telephone calls effectively through day/night service, call routing, auto attendant and recorded announcements to ensure incoming calls are always answered. Provide fast and flexible communications via audio and video conferencing, e-mail or simple voice and text messaging, to ensure...

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### Local Government

> Helping local Government reduce operational costs. Opus specialises in providing communication solutions for Local Government organisations.

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/public-sector/local-government/

INDUSTRY SECTORSLOCALGOVERNMENT COMMUNICATIONSEnsure collaboration and communication works within teams, with other public sector bodies and citizens. Local government and councils are challenged by high levels of criticism in regards to overspending yet are constantly pressured to deliver high quality services whilst demonstrating the taxpayer’s money is being spent wisely. In a challenging economic climate, the number of staff employed by councils is likely to shrink. There will be more joint and mobile working and councils will need to find new ways to manage, motivate and engage their staff. Helping local Government reduce operational costs Opus specialises in providing communication solutions for Local Government organisations. We provide ethical and honest advice by firstly assessing staff productivity and quality of service. We then closely work with you to establish your requirements to provide a telephony solution that can further enhance your quality of service, reduce operational costs and increase staff productivity. Get in touch Some of the local Government organisations Opus work with We help local Government organisations balance reducing budgets with increasing service demands New digital ways of working can enhance local service delivery, balance reducing budgets and meet growing citizen expectations. Unified communications speeds up local processes, achieves more for less and improves the citizen experience. We ensure collaboration and communication works within teams, between functions, with other public sector bodies and most importantly for the citizens. Get in touch Benefits Contact centre can be set-up and simply administered to better handle calls and provide intelligent information about expected wait times...

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### Housing Association

> Specialists in designing and implementing communication solutions for businesses within the housing sector and housing associations

- Published: 2023-01-09
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/sectors/public-sector/housing-association/

INDUSTRY SECTORSHOUSING SECTOR COMMUNICATIONSIncreasing operational efficiency and customer satisfaction  Specialists in designing and implementing communication solutions for housing associations The supply of affordable housing continues to be a main priority. Housing associations must balance the need to minimise cost and improve service levels. As we know the key to excellent customer service is good communication, employees require seamless communications with colleagues, customers and suppliers.  Opus can help you gain competitive advantage through more effective business communications, increasing operational efficiency and customer satisfaction by bringing order to operations and increasing the level of housing standards. How we help the housing sector Opus understands the main challenges faced by the property market and as such provides the means for businesses to adopt IP Telephony without breaking the bank. Housing organisations can re-use existing equipment where it makes sense, whilst providing a consistent user experience for all workers, whether mobile, desk based or home based.  We are strategically partnered with industry-leading technological providers and an accredited specialist that can offer new communications tools for presence and availability, designed to define when you are on the phone, in a meeting or away from your desk; conferencing and collaboration tools, allowing users to engage in a conferencing and knowledge sharing environment, as well as tools to enhance mobility and business continuity. Benefits Communicate in real-time and achieve location independence with broadband telephony, unified communications, IP-DECT and WiFi telephony which provides seamless support for legacy equipment and collaborative tools for defining presence and a wide range of end...

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### Healthcare

> Opus provides unified communication solutions that improve patient care, lower costs and free up the time of healthcare professionals.

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/public-sector/healthcare/

INDUSTRY SECTORSHEALTHCARE COMMUNICATIONSImproving productivity and collaboration whilst eliminating waste and expense. Opus Healthcare specialises in communication solutions for hospitals and NHS Foundation Trusts Opus provides unified communication solutions that improve patient care, lower costs and free up the time of healthcare professionals. We provide end-to-end communication solutions that ensure your organisation is more flexible and responsive during busy periods and yet still delivers a lower total cost of ownership. Opus are specialists in the design and implementation of communication solutions We provide ethical and honest advice by firstly assessing staff productivity and the existing patient experience. We then closely work with you to establish your requirements to provide a telephony solution that can further enhance your patient care, reduce operational costs and increase staff productivity. Opus is a Platinum Solutions Partner for Mitel, 8×8, Gamma and Cirrus offering a wide range of contact centre solutions and telephony solutions. Our current health sector clients Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. We work with the following partners We partner at the highest levels with a select number of service providers. This means...

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### Education

> Opus Technology are able to deliver tailored and effective communication solutions to all levels of the education sector

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/public-sector/education/

INDUSTRY SECTORSEDUCATION SECTOR COMMUNICATIONSEnhance teacher parent interaction and improve student experience, whilst offering simplicity and seamless access to information. Opus Technology deliver tailored communication solutions to the education sector Effective communication is certainly at the heart of every successful school. We enable schools to harness new communication technology to deliver new ways of student learning, whilst enhancing the essential collaboration between students, parents and the faculty.  Opus provides unified communication solutions that effectively lowers costs for your faculty, enhances teacher parent interaction and improves student experience, whilst offering teaching professionals both simplicity and seamless access to information. Communicate with students and access learning resources around the clock We deliver secure, high-performance networks that provide your staff and students with access to learning resources and high bandwidth applications, anywhere at any time, whilst reducing operational costs and without compromising data or network security. Get in touch Some of our current education sector clients Benefits Deliver flexible call routing, networking, self-service and reporting which improves response times for incoming calls and frees up your staff’s time through better call handling. Offer audio, web and video conferencing, enabling teachers to deliver curricula content live or on-demand across any device with the ability to track the results. Useful for students on placement, sick leave or experiencing travel disruptions and makes lessons more informative and inspiring. Deliver twinning for desk phone to mobile so members of senior staff will never miss a call during school trips as their desk phone and mobile will ring simultaneously through a single...

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### Cirrus CCaaS contact centre

> The Cirrus contact centre solution as cloud based and enables you to deliver and manage a seamless customer experience.

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/contact-centre-as-a-service/

CX TRANSFORMATIONCIRRUS CONTACT CENTRE SOLUTIONSCirrus cloud contact centre solutions are designed to deliver a seamless customer experience Contact Centre as a Service (CCaaS) Solutions Opus are the No 1 Cirrus partner in the UK. The Cirrus cloud contact centre provides you with a centralised contact centre, with state of the art analytics, good usability and a full omnichannel capability.   The Cirrus CCaaS platform is high performance so there are no restrictions or limitations. You can fully define the customer experience, enabling your your call centre operate the way you want to work, select how calls are queued, select the routing and the self-service and virtual options available.   Deliver a seamless customer experience using a leading contact centre platform  The Cirrus CCaaS platform is a complete omnichannel contact centre solution which enables businesses to manage their customer interactions through up to 17 communication channels such as phone, email, chat, social media, and SMS. Businesses can fully customise their customer experience, from call routing  to personalised messaging and interactive voice response (IVR) menus. The platform is designed to be highly scalable, flexible and provides state-of-the-art analytics and reporting tools, as well as a range of self-service and virtual options.   Omnichannel contact centre features OMNICHANNELOmnichannel capability which allows contact centre managers to provision a single team for all digital channels: email, chat, video chat, SMS, MMS, voice and social media. Artificial Intelligence (AI) can be blended with Omni to drive further efficiencies.  PCI COMPLIANCETake PCI Compliance out of scope with Smart Payment solution Link Pay+ which removes the problem of...

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### Central Government

> Opus helps central government organisations balance reducing budgets with increasing service demands across teams.

- Published: 2023-01-09
- Modified: 2025-03-18
- URL: https://www.opustech.co.uk/sectors/public-sector/central-government/

INDUSTRY SECTORSCENTRAL GOVERNMENT COMMUNICATIONSEnsure collaboration and communication works within teams, with other public sector bodies and citizens. Efficient communications solutions for the Government sector Opus helps central government organisations balance reducing budgets with increasing service demands. We ensure collaboration and communication works within teams, between functions, with other public sector bodies and most importantly for the citizens. Opus provides communication solutions for central Government organisations We provide ethical and honest advice by firstly assessing staff productivity and quality of service. We then closely work with you to establish your requirements to provide a telephony solution that can further enhance your quality of service, reduce operational costs and increase staff productivity. Most importantly we ensure your infrastructure is flexible, responsive and scalable which is an essential element of any IT solution. We give you the freedom to migrate at your own pace, chose devises, data networks and platforms and can move you from ‘site by site’ to ‘cloud based’ without you having to reinvest in software, licenses or devices and by causing minimal disruption. The public sector frameworks Opus are on We work with the following partners We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services. Read our live client feedback Find out more about how Opus can add value to your business Reigate Office London Court...

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### Blue Light

> Opus helps Blue Light and Justice sector organisations balance reducing budgets with increasing service demands.

- Published: 2023-01-09
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/public-sector/blue-light/

INDUSTRY SECTORSBLUE LIGHT & JUSTICE COMMUNICATIONSEnsure collaboration and communication works within teams, with other public sector bodies and citizens. Unified Communications for the Blue Light sector​ Enhanced coordination and deeply collaborative working is vital to the Blue Light and Justice sector. Unified communications can transform justice, achieve significant savings and wide-reaching reform.  Opus helps Blue Light and Justice sector organisations balance reducing budgets with increasing service demands. We ensure collaboration and communication works within teams, between functions, with other public sector bodies and most importantly for the citizens. Opus specialise in providing communication solutions for Central Government organisations. We provide ethical and honest advice by firstly assessing staff productivity and quality of service. We then closely work with you to establish your requirements to provide a telephony solution that can further enhance your quality of service, reduce operational costs and increase staff productivity. Most importantly we ensure your infrastructure is flexible, responsive and scalable which is an essential element of any IT solution. We give you the freedom to migrate at your own pace, chose devises, data networks and platforms and can move you from ‘site by site’ to ‘cloud based’ without you having to reinvest in software, licenses or devices and by causing minimal disruption. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of...

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### Public Sector

> Opus are the chosen partner for public sector telecoms and communication solutions. We are on all the relevant frameworks.

- Published: 2023-01-09
- Modified: 2025-03-18
- URL: https://www.opustech.co.uk/sectors/public-sector/

INDUSTRY SECTORSPUBLIC SECTOR TELECOMSSOLUTIONSOpus provides technology solutions to the UK Public Sector PUBLIC SECTOR TEAMPUBLIC SECTOR FRAMEWORKSACCREDITATIONS Market leading telecoms and contact centre solutions for Public Sector Public Sector organisations responsible for managing assets and services are facing increasing pressure to digitise their operations. The process of digital transformation presents a significant opportunity to enhance the efficiency and success of the services offered to end-users, resulting in cost savings for both the sector and public at large.   Opus is the chosen partner for UK Public Sector organisations in their quest for complete digital transformation We have an established reputation for providing exceptional solutions to entities in Local Government, Healthcare, Higher Education, and Housing sectors through all the significant procurement frameworks available. view all our awards and accreditations Some of our Public Sector clients Our extensive experience in Public Sector Opus was founded in 1992 as an independent, privately owned technology provider. We specialise in providing comprehensive solutions for end-to-end communications, collaboration, contact centre, mobile, IT, document, and security needs of Public Sector organisations throughout the UK. Our approach involves partnering with industry-leading providers to deliver bespoke, cutting-edge technology solutions, complemented by world-class service and support, designed to help our clients achieve their goals and succeed. MEET OUR PUBLIC SECTOR TEAM Opus is on the following Public Sector frameworks READ MORE ABOUT THE FRAMEWORKS WE ARE ON Why do clients choose to partner with Opus for Public Sector telecoms? Opus is dedicated to understanding the strategic vision of our Public Sector clients...

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### Artificial Intelligence

> Contact Centre AI makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks.

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/contact-centre-solutions/artificial-intelligence/

CX TRANSFORMATIONARTIFICIAL INTELLIGENCE CONTACT CENTRE SOLUTIONSMaking your agents more efficient and your customers more delighted with Contact Centre AI Transform your contact centre experience effortlessly with AI Artificial intelligence (AI) makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. Adding AI to your contact centre is a great way of engaging visitors more effectively and enhancing your end-customer experience. By infusing an AI solution into your contact centre it will help your agents work efficiently by allowing for frequently asked questions (FAQs) or simple requests to be automated. Chat Bot v Virtual Assistant - what’s the difference? Chat Bots and Virtual Assistants are AI applications that can significantly drive automated processes within the contact centre. However, these two applications can sometimes be confused as one. CHAT BOTSA chatbot are programmed with a specific script of questions to deliver a repetitive response, based on a specific set of criteria. The contact centre will define the questions, the rules and the responses given, and pre-load the questions and responses. Conversations are linear and cannot deviate from the pre-programmed path. If there is a break in the conversational flow, the chatbot would not be programmed remember the context of the original interaction. Use of chatbots has a number of benefits for example if the contact centre has a high volume of customers who contact them with mundane or repetitive questions such as what are the opening times, when will my bins be collected or I want...

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### About us

> %%excerpt%%

- Published: 2023-01-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/about-us/

WHO WE AREABOUT OPUS &OUR HISTORYHere's why we started out. The Opus Story Established in 1992, Opus are an independent, privately owned technology provider, delivering end-to-end communications, collaboration, contact centre, mobile, IT, document and security solutions to public and private sector organisations across the UK and beyond. Working together with our industry leading partners, our purpose is to enable businesses to succeed and thrive by providing best-of-breed, tailored technology all backed by world class service and support. Founded in 1992 Founded in 1992, by our Chief Executive Michael O’Donnell, Opus continues to go from strength to strength but still with the ethos of a caring, customer centred business where our people are at the heart of everything we do and are encouraged to grow and thrive in a supportive environment. Executing the vision of our CEO Michael’s inspiration was to create a company based on his own experience of the difficulties in finding a communications company that could deliver the service he required and this personalised and expert support we provide to our customers still remains central to everything we do today. Our goal is to provide customer service excellence Today at Opus, our goal is to understand our client’s strategic direction and create a tailored technology roadmap to support them on their journey with the help of our team of highly qualified solution designers, engineers, project managers and account managers in the UK. All of our services are backed by an accreditation with the Institute of Customer Service which guarantees customers...

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### Awards and Certifications

> Opus have won several industry awards over many years. Opus are highly regarded within the telco, IT and Mobile industry.

- Published: 2023-01-05
- Modified: 2025-03-18
- URL: https://www.opustech.co.uk/awards-and-accreditations/

INDUSTRY RECOGNITIONOUR AWARDS &CERTIFICATIONSOpus have been awarded an impressive range of certificationsand industry awards. Industry Recognition & Certifications We have won several leading industry awards and are certified by several governing bodies all of which are listed below. jump to view our certifications FIVE9 - EMEA PARTNER OF THE YEAR 2025 Feb 2025Winners of both the EMEA Partner of the Year award and the Partner Marketing Excellence award. FEEFO PLATINUM SERVICE PROVIDER Jan 2025Winners of the Platinum Service Provider Award for 3 years of consistent service levels. INFINIGATE CLOUD - MIMECAST PARTNER OF THE YEAR Oct 2024Winners of the 2024 Mimecast Partner of the Year award. INFINIGATE CLOUD - MICROSOFT SECURITY PARTNER OF THE YEAR Sept 2024Finalists in the Microsoft Security Partner of the Year category. INFINIGATE CLOUD - AZURE PARTNER OF THE YEAR Sept 2024Finalists in the Microsoft Azure Partner of the Year category. INFINIGATE CLOUD - MIMECAST PARTNER OF THE YEAR Sept 2024Finalists in the Mimecast Partner of the Year category. 2024 NEXT GENERATION MSP WINNER Sept 2024Aside from being ranked 11th in the UK at the MSP 501 awards in 2024, we also qualified as a 2024 Channel Futures Next Generation MSP, as we have higher-than-average percentages of revenue generated from managed services, professional services or recurrent cloud services. Only 220 companies globally qualified for this and we are absolutely delighted to be selected as one of them. More info can be found here.   COMMS NATIONAL AWARDS August 2024Finalists in an impressive 8 categories: Enterprise Reseller Deal of the Year, Best...

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### Retail

> Fully featured, application rich communication solutions that ensures retail staff can focus on the needs of the customers.

- Published: 2023-01-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/retail/

OPUS TOGETHER RANGERETAIL SECTOR COMMUNICATIONSFully featured, application rich communication solutions that ensures retail staff can focus on the needs of the customers. Opus support many well known retailers across the country. Opus provides retailers with a fully featured, application rich communication solution that ensures retail staff can focus on the needs of the customer, drive efficiency across the business and allow operations staff to reduce unnecessary costs often associated with delivering exceptional levels of customer service. Get in touch We only partner with organisations where we can truly add value and expertise Opus specialises in providing telephony solutions for retailers that successfully achieve an increase in customer loyalty, call responsiveness and revenue growth. We understand the importance of routing calls to the most appropriate location or answer point, so missed calls don’t result in lost revenue and in-store customers don’t feel abandoned so leave the store because of non-attentive staff. We help reduce the cost of installing top of the range communications at new and older stores, and provide the flexibility to update phone systems across the chain at a pace to suit your business. Our solutions are designed to improve responsiveness to customers, provide greater efficiency across the business and dramatically reduce communication costs. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best...

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### Professional Services

> Opus are specialists in delivering IT support and communication solutions for professional service organisations.

- Published: 2023-01-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/professional-services/

INDUSTRY SECTORSPROFESSIONAL SERVICESOpus partner with a wide range of professional service organisations Opus Technology has an extensive client base of professional service organisations Professional service organisations are continuously facing challenges relating to globalisation, increased competition from new entrants, demands to enhance client responsiveness and provide a more personalised service, whilst being pressured to reduce fees and provide accurate billing in an ever increasing price conscious and more regulated market. Specialists in delivering technology solutions for professional service organisations Opus specialises in IT and IP communications for professional service organisations and focus on enhancing client responsiveness. We are a recognised as a leader in helping professional service firms migrate to and deploy unified communications. We implement solutions that provide hot desk facilities across any location in the world, with collaboration tools to enable employees to work from any office and collaborate in virtual teams with both their colleagues and clients. The benefits of our professional service solutions SHOW AVAILABILITYTeams no longer need to be co-located, each user can take responsibility for indicating their own availability and contact status with presence tools. Staff can then view the status before passing through the call. HARDWAREProvide a wide variety of telephone handsets including SIP, IP-DECT or incorporating a smartphone twinned with a desk phone. This means staff will never be out of touch and can be contacted on one number regardless of location. REPORTINGWe can implement or work with applications to ensure mistakes in billing are reduced and all communication time is captured e. g. from simple call...

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### Legal

> Fast and efficient communication is essential in the legal sector as you have customers who are dependent on receiving correct information

- Published: 2023-01-05
- Modified: 2025-01-24
- URL: https://www.opustech.co.uk/sectors/legal/

INDUSTRY SECTORSLEGAL SECTOR SOLUTIONSOpus partner with hundreds of organisations in the legal sector IT Support, Telecoms and Contact Centre solutions designed to empower law firms At Opus, we understand the multitude of challenges law firms face in managing sensitive data, maintaining compliance and harnessing the latest technologies to enable them to deliver seamless operations in a demanding environment. That’s why we have designed a wide range of solutions specifically to meet the needs of the legal sector. The recognised managed service provider for legal firms across the UK We offer a wide range of outsourced IT, cyber, telephony and contact centre solutions tailored to the unique needs of the legal sector. As a business we have built long term partnerships with some well-known names in the space such as Judge & Priestley, Cripps LLP, Edwin Coe LLP, Monckton Chambers, 29 Bedford Row Chambers and more. Get in touch Some of our current legal clients We have extensive knowledge and experience across the legal sector Our IT solutions are designed to streamline your workflows, increase productivity and giving you access to a 24/7 service desk. Whether your team is working in the office, in court, or remotely, Opus provide reliable IT and telecoms support around the clock. With extensive experience in the legal sector, we’re more than just IT experts—we’re specialists in delivering solutions that meet the demands of your profession. Our dedication to exceptional service ensures your firm can operate with confidence, security, and efficiency.   Download our comprehensive guide explaining how...

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### Hospitality

> We provide flexible, scalable and secure communications, optimised to meet the needs of the hospitality industry.

- Published: 2023-01-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/hospitality/

INDUSTRY SECTORSHOSPITALITYSECTOREffectively manage the customer experience, improveoperational efficiency and maximise investmentprotection. Opus partner with many leading hotel and restaurant chains​ Good communication is undoubtedly a priority for every successful hotel and restaurant. We provide flexible, scalable and secure communications, optimised to meet the needs of the hospitality industry, from small economy through to some of the world's most famous and luxurious hotels and restaurants. Who do we currently work with? We have extensive expertise across the hospitality industry Opus provides IT and telephony solutions that enhance the customer experience ensuring pleasant dining or a memorable stay. We make sure you effectively manage the customer experience, improve operational efficiency, maximise investment protection whilst addressing brand standards and compliance. Get in touch The benefits of our hospitality solutions CUSTOMER SERVICEEnhance first impressions with company branded IP display phones and cordless handsets on front desks to eliminate unsightly cabling and provide privacy for private conversations. INTELLIGENCEIdentify special customers by tagging VIPs, conference guests and honeymooners so staff can greet the customer enhancing that personal touch. ENHANCED EXPERIENCEPlay recorded announcements as part of a wake up call and manage guest privacy at all times using ‘call block’ and ‘do not disturb’. Also allow guests to browse the internet on the handset interface to find local attractions. MULTI-CHANNELKeep staff connected by using wireless telephones whilst text messaging can be used to manage alerts including pre fire alarms, door alarms and VIP arrival. INTERCONNECTEDConnect multiple locations to act as a single telephone solution e. g. one reservation department for the entire...

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### Financial Services

> Opus have extensive knowledge and expertise across the finance sector​ to help with a multitude of communications issues.

- Published: 2023-01-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/financial-services/

iNDUSTRY SECTORSFINANCIAL SERVICES SECTOREnsure collaboration and communication between teamsand between your organisation and its clients. Opus have extensive knowledge and expertise across the finance sector​ The financial services industry is challenged by ever changing compliance requirements, the need to reduce operating expenses and stay ahead of the competition. We have the knowledge and expertise to overcome these challenges and understand the diverse requirements of retail banking, capital markets and insurance to deliver the right communications solution for your business. Using experience to provide consistent support to finance organisations Opus provides one flexible communication network with the ability to support your staff wherever and however they chose to work. We bring together telephony, front office trading, customer interaction and mobile working to deliver seamless and reliable unified communication solutions. Get in touch How can Opus help your financial services organisation? Opus understands the main challenges faced by the financial market and as such provides communication solutions that focus on moving to a converged solution, as mixed vendors/legacy systems restrict the level of innovation necessary to stay ahead of the competition, this not only simplifies the infrastructure but also reduces IT support overheads. We create a more flexible and agile working environment enabling staff to choose fixed wireless and mobile devices to support work patterns and improve communication. Deliver flexible and service oriented systems that meet ongoing compliance needs such as disaster recovery, social responsibility and call recording. Get in touch Some of the benefits of our solution VARIETY OF HANDSETSProvide a...

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### Private Sector

> Opus provides IT and communication solutions for all Private Sector organisations. We provide ethical and honest advice.

- Published: 2023-01-05
- Modified: 2023-07-10
- URL: https://www.opustech.co.uk/sectors/private-sector/

INDUSTRY SECTORSPRIVATE SECTORCOMMUNICATIONSEnsure collaboration and communication works within teams, with customers, clients and suppliers. Opus is the chosen partner with hundreds of private sector organisations Opus provides IT and communication solutions for all Private Sector organisations. We provide ethical and honest advice by firstly assessing staff productivity and quality of service.  We then closely work with you to establish your requirements to provide an IT and telephony solution that can further enhance your customer experience, reduce operational costs and increase staff productivity. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. Some of the organisations Opus work with What types of private sector organisations do we partner with? LEGAL SECTORSolicitors, and national law firms  Find out more FINANCE SECTORTraders, asset management,  and finance companies Find out more PROF. SERVICESArchitects and support organisations Find out more RETAIL SECTORHigh street stores and chains. Ecommerce businesses. Find out more HOSPITALITYNational hotels and restaurant chains Find out more Here's what our clients have to say Our fully integrated service offering COLLABORATEAll encompassing private and cloud unified comms solutions. Find out more CONTACTFully managed, cloud based omni-channel...

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### Sectors

> Opus supports a wide range of public and private sector organisations from local government, housing and hospitals to travel and hospitality

- Published: 2023-01-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/sectors/

VERTICALSINDUSTRYSECTORSSupporting public and private sector organisations throughout the UK and beyond. Opus partner with organisations across several industry sectors Opus supports a wide range of public and private sector organisations from local government, housing and hospitals to travel, hospitality, trade unions, professional services and manufacturing. Whilst there is no one size fits all when it comes to technology solutions, our experience in the various sectors means that we are familiar with many of the operational challenges faced and have an extensive portfolio of solutions that can be tailored to meet your specific requirements. Public Sector Communications The public sector is challenged by high levels of criticism in regards to overspending yet is constantly pressured to deliver high quality services. Opus' dedicated and experienced public sector team helps central and local government organisations balance reducing budgets with increasing service demands. We ensure collaboration and communication works within teams, between functions, with other public sector bodies. Our current public sector clients include hospitals, local councils, universities and housing associations. our public sector services Private Sector Communications Providing employees and customers with the means to communicate using the media and device of their choice, increases the chances of first time issue resolution. Adding mobile working solutions increases availability of colleagues and adds business continuity. Opus maximises existing investments and assists private sector organisations businesses with a range of telephony, mobile, IT and document management requirements. our private sector services Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair...

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### Cloud Centre Specialists

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- Published: 2023-01-05
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/contact-centre-solutions/cloud-centre-specialists/

CX TRANSFORMATIONCONTACT CENTRE SPECIALISTS Watch our video below to find out more about the exceptional service and solutions we deliver Opus Technology are one of the UK's contact centre specialists Opus are contact centre specialists who have been in business for over 30 years as an independent and privately owned technology company.  At Opus our ethos has always been to listen, understand, deliver and support. Working with some of the very best industry leading partners like Mitel, Cirrus, 8×8, Gamma and Microsoft we can develop a contact centre solution to your exact requirements.   Opus deliver tailor-made contact centre solutions We understand that no one size fits all for your contact centre requirements and can deliver tailor-made bespoke solutions for on premises, cloud or hybrid communications, collaboration and contact centre solutions – no matter what your requirements or size of contact centre. Our team work with you to understand the challenges and opportunities in your contact centre and then work in partnership to implement these seamlessly within your organisation. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. Delivering a world class customer experience Accredited...

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### Cloud Contact Centres

> Horizon Cloud Based Contact Centres are an integrated business communication and customer contact solutions

- Published: 2023-01-04
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-centre/cloud-contact-centres/

CX TRANSFORMATIONHORIZON CLOUD CONTACT CENTRESHorizon is a cloud-based, easy to use self-service contact centre for small to medium businesses Horizon cloud contact centres simplify customer engagement Horizon Contact is an integrated business communication and customer contact solution that simplifies multi-channel customer interaction, perfect for organisations who want to make it easier for customers to engage with them. Horizon Cloud contact centres Horizon Contact is a cloud-based contact centre solution designed specifically to work in conjunction with Horizon and Collaborate, providing a conjoined experience and shared feature set for front and back-office contact centre agents.  Improved Customer Service:Management Insight and ControlQuick, secure and scalable deploymentGuaranteed Service AvailabilityAccess anytime, anywhereCRM integration Get in touch Getting it right first time Horizon Cloud Contact provides a consistent quality Omnichannel solution. The interface gives agents a master view of customer communication across all channels, so they can ensure a seamless experience. Horizon Contact supports inbound and outbound voice channels, web chat and email, enabling a highly personalised customer experience. With easy to create complex interaction flows, dynamic skills-based routing and IVR self-service options, Horizon Contact allows you to connect your customers to the most appropriate person faster, improving first contact resolution and delivering an enhanced level of customer care. Horizon Cloud Contact Centre Features Management Insight and ControlHorizon Contact comes complete with a comprehensive reporting tool that enables multiple reports to be created across all channels which can be viewed within the Horizon Contact portal. Reports can also be scheduled and delivered to managers as and when...

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### Terms and Conditions

> %%excerpt%%

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/terms-and-conditions/

POLICIESTERMS & CONDITONSDisclaimerOpus Business Systems Limited (also known as Opus Telecoms) makes every effort to maintain the accuracy of the information on this website but cannot accept responsibility for and disclaims all responsibility for any loss or damage which may arise from the use of the information provided. Links to external sites are provided as a convenience to users and such sites are not under the control of Opus Business Systems Limited. The inclusion of any link does not imply endorsement of that site by Opus Business Systems Limited is not responsible for the contents of any linked site or indeed any link contained in a linked site or for any loss or inconvenience arising from the use of such a site. Terms of UseIf you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Opus Telecoms’ relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. Opus Business Systems Limited – Registered No 2695133, registered in England and Wales and have registered offices at Opus Telecoms, 1st Floor, London Court, 39 London Road, Reigate, Surrey, RH2 9AQ.   The term Opus Telecoms or ‘us’ or ‘we’ refers to the owner of the website at the above registered office. The term ‘you’ refers to the user or viewer of our website. The use of this website is...

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### Terms of Use

> If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/terms-of-use/

POLICIESTERMS OF USE POLICYDisclaimerOpus Business Systems Limited (also known as Opus Telecoms) makes every effort to maintain the accuracy of the information on this website but cannot accept responsibility for and disclaims all responsibility for any loss or damage which may arise from the use of the information provided. Links to external sites are provided as a convenience to users and such sites are not under the control of Opus Business Systems Limited. The inclusion of any link does not imply endorsement of that site by Opus Business Systems Limited is not responsible for the contents of any linked site or indeed any link contained in a linked site or for any loss or inconvenience arising from the use of such a site. Terms of UseIf you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Opus Telecoms’ relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. Opus Business Systems Limited – Registered No 2695133, registered in England and Wales and have registered offices at Opus Telecoms, 1st Floor, London Court, 39 London Road, Reigate, Surrey, RH2 9AQ.   The term Opus Telecoms or ‘us’ or ‘we’ refers to the owner of the website at the above registered office. The term ‘you’ refers to the user or viewer of our website. The use of this website...

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### Cookie Policy

> We may use both “session” cookies and “persistent” cookies on the website. We use the session cookies to track whilst you navigate the website

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/cookie-policy/

POLICIESCOOKIE POLICYA cookie consists of information sent by a web server to a web browser and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser. We may use both “session” cookies and “persistent” cookies on the website. We will use the session cookies to: keep track of you whilst you navigate the website. We will use the persistent cookies to enable our website to recognise you when you visit. Google Analytics CookiesWe use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google stores this information. The following table describes each cookie set by gtag. js.  Cookie nameDefault expiration timeDescription_ga2 yearsUsed to distinguish users. _ga_2 yearsUsed to persist session state. Infinity Call Tracking CookiesBelow is an outline of each cookie stored by our call tracking software to enable us to track the marketing source of inbound calls.    The following data is stored as a json object under the local storage key _its. {installationId} (replacing {installationId} with the current installation ID).    Name Description vid Visitor ID state Land state channels Channel config cache integrations Integration config cache sites Tracked site config cache customVars Persistent custom variable storage HubSpot CookiesThese are non-essential cookies controlled by the cookie banner. You can opt out of these cookies by not giving consent via our Cookie banner. __hstcThe...

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### Privacy Policy

> Opus takes your privacy very seriously and Opus will comply with the obligations imposed on us by the applicable Data Protection Legislation.

- Published: 2023-01-02
- Modified: 2024-05-20
- URL: https://www.opustech.co.uk/privacy-policy/

POLICIESDATA & PRIVACY POLICYOpus takes your privacy very seriously and Opus will comply with the obligations imposed on us by the applicable Data Protection Legislation. The Data Protection Legislation includes the UK Data Protection Act 2018, the General Data Protection Regulation ((EU) 2016/679) (GDPR) and any national laws, regulations and secondary legislation, as amended or updated from time to time, in the UK including any subsequent legislation to the GDPR or the Data Protection Act 2018. We shall use personal information provided by you in accordance with the provisions of our Master Terms Agreement and in accordance with this policy, our terms of use and our use of cookies. Our Privacy Policy will be reviewed from time to time to take account of new laws and technology and any changes to our operational processes and any amendments to this policy will be incorporated in an updated version. Any information we hold will be governed by our most recent Privacy Policy. Opus is registered with the Information Commissioner’s Office as:Opus Business Systems Limited t/a Opus Telecoms – Z2986023Opus Digital Solutions Limited t/a Opus Digital – ZA365571Opus Technology Limited – ZA365559ScopeThis policy applies to anyone who uses our websites (including our portal) or who buys or uses or has legitimate interest in any of the services provided by Opus formed of the above Opus companies. Use of Personal InformationOpus needs to collect and use certain personal information to be able to offer its range of products and services. We will only use your personal information when the law...

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### Contract Tariff Information

> %%excerpt%%

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/contract-tariff-information/

MOBILE CONTRACT, TARIFF & PRICING INFORMATIONContract InformationOpus contracts have a minimum term which is outlined on each order you place with us. If you require any information regarding your contract, please contact us at customerservice@opustech. co. ukYou may end your contract with us at any time, in writing, by sending an email to terminations@opustech. co. uk indicating that you wish to terminate and why. Please be advised that termination of your contract may attract Early Termination Charges as detailed in the relevant Terms & Conditions of your contract with us. Notifications regarding termination must be supplied in writing. If sent by letter it should be sent recorded and signed by the authorised signatory of the business. If sent via email, this must be sent by the authorised person within your business and it will not be accepted as served without acknowledgement from Opus that it has been received and processed accordingly. We will provide best endeavours to contact you at least 3 months prior to the end of any major contracts with Opus, if we deem there are more suitable contract renewal terms available to you at that time, with a comparison to your current charges. Please refer to the Terms & Conditions of your contract with Opus for further information. Request our standard price list for existing customers and special rate access charges. Ofcom Changes to call chargesOfcom made changes to provide more clarity on how much it costs to call Non Geographic Numbers. The Ofcom changes came into effect on 1st July 2015 and affect any organisation that uses 084x,...

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### Escalation Process

> If for any reason you cannot contact the Opus representative dealing with your issue please follow the escalation process below.

- Published: 2023-01-02
- Modified: 2025-01-31
- URL: https://www.opustech.co.uk/customer-support/escalation-process/

POLICIES AND PROCEDURESESCALATION PROCESS If for any reason you cannot contact the Opus representative dealing with your issue please follow the escalation process below. All escalations must follow the steps below. The telephone numbers provided forward to mobile phones, however, members of staff may not always be available to take your telephone call, so please do leave a voicemail and allow at least 60 minutes before calling the next escalation point of contact. Urgent Escalations All urgent escalations must be telephoned through. We are unable to accept escalations of a critical nature by email. Email escalations will be reviewed and answered with a non-urgent response. LEVEL 1 - ESCALATION STEP 1 Should you need additional assistance beyond that which you've received or are unable to contact the representative working on your request, please contact: Customer Services Team Urgent - callCall +44 20 7046 6021 Non urgent - emailEmail customerservices@opustech. co. uk LEVEL 2 - ESCALATION STEP 2 Should you need additional assistance beyond that which the Customer Experience Team Leader was able to provide or you’re unable to reach the Customer Experience Team Leader, please contact: Georgina McKennaHead of Service Deliveryor Mark BalzarettiHead of Technical Services Urgent - callCall +44 20 7046 6022  Non urgent - emailg. mckenna@opustech. co. ukm. balzaretti@opustech. co. uk LEVEL 3 - ESCALATION STEP 3 Should you need additional assistance beyond that which the Head of Service Delivery/Head of Technical Services was able to provide or you are unable to reach the Head of Service Delivery/Head of Technical Services, please contact: Stephen BrownService Delivery Director...

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### Modern Slavery Statement

> Opus is an SME involved in the supply, configuration and support of telecommunications solutions to the Public and Private Sector.

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/customer-support/modern-slavery-act-statement/

POLICIESMODERN SLAVERY ACT STATEMENTOpus is an SME involved in the supply, configuration and support of telecommunications solutions to the Public and Private Sector with a turnover below the required limit for declaration under the Modern Slavery Act 2015. Notwithstanding this fact we have adopted this legislation and confirm we are compliant in supporting and achieving the goals relative to this legislation. Our development and ambitions rely wholly on our suppliers and partners.   To this end, we set out to maximise supply chain opportunities by proactively seeking and building strong, value focused, long term relationships with all our suppliers and partners. Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Carbon Reduction Plan

> %%excerpt%%

- Published: 2023-01-02
- Modified: 2024-11-01
- URL: https://www.opustech.co.uk/carbon-reduction-plan/

POLICIESCARBON REDUCTION PLANHere are the details from our carbon reduction planSupplier Name: Opus Business Systems Ltd T/a Opus TelecomsPublication Date: October 2024Commitment to achieving Net ZeroOpus is committed to achieving Net Zero emissions by 2050. Baseline Emissions FootprintBaseline emissions are a record of the greenhouse gases that have been produced in the past and were produced prior to the introduction of any strategies to reduce emissions. Baseline emissions are the reference point against which emissions reduction can be measured. Baseline Year: 2019-2020 Additional Details relating to the Baseline Emissions calculations. This is the first time we have reported our carbon footprint, so this calculation establishes our baseline. The year is based on our Financial Year and runs May-April. The primary operations and activities that account for scope 1 and 2 emissions include the use of fuel for company vehicles and electricity consumption. The base year emissions cover 100% of scope 1 and 2 emissions. Scope 3 emissions reporting includes Business travel/Hotel Stays, Business Mileage (Non-Company Car) and Waste generated in operations *assumptionOur baseline deviates from the requirements of PPN 06/21 as there is no historic reporting in Scope 3 for – Employee commuting  Upstream transportation and distribution  Downstream transportation and distribution. Baseline year emissions: EMISSIONSTOTAL (tCO2e)Scope 113. 84 tCO2eScope 227. 99 tCO2eScope 3 (Included Sources) Business travel/Hotel Stays, Business Mileage (Non-Company Car) Waste generated in operations39. 96 tCO2eTotal Emissions81. 78 tCO2e Current Emissions Reporting Reporting Year: May 2023-April 2024 EMISSIONSTOTAL (tCO2e)Scope 10 tCO2e*Scope 237. 81 tCO2eScope 3(Included Sources)Business travel/Hotel Stays, Business Mileage (Non-Company Car),Waste generated in operations, Employee commutingUpstream transportation and distribution,...

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### Environmental Policy

> %%excerpt%%

- Published: 2023-01-02
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/environmental-policy/

POLICIESENVIRONMENTALPOLICYHere's our commitment to the environment. We believe that everyone is responsible for the preservation of our environment.   Of course we want to be successful in our business goals but we want to do this whilst ensuring we reduce the impact we have on the environment. That’s why we are committed to playing our part. Our CommitmentAs a communications company we are committed to reducing our own carbon footprint by taking practical steps as a team.   We use technology to enable a more flexible working approach by enabling Opus team members to work from home or different locations.   This reduces CO2 emissions by cutting travel and enables the individual to work more effectively. We frequently use conference calls to enable our geographically diverse teams to participate in meetings, which reduces travelling and increases productivity. RecyclingWe recycle waste in our offices and ensure that we use paper and other resources responsibly to reduce emissions. We dispose of old equipment in line with current legislation and we also invest in our support staff and equipment which enables us deal with 90% of all support calls from our offices. Giving backWhilst we’re doing everything we can, we still travel to support customers, use electricity to power equipment and run offices, so we calculate our carbon footprint and each year we plant enough trees to ensure we’re carbon neutral. The futureOur environmental policy is evolving and we are committed to changing our working patterns to help us preserve the environment. We empower all team members to play their part through...

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### Mobile Services

> Opus Technology provides business mobile services underpinned with first class service levels to help your business thrive.

- Published: 2022-12-31
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/mobile/mobile-services/

BUSINESS MOBILE SOLUTIONSINTELLIGENT BUSINESS MOBILE SOLUTIONSOpus partner with all of the major UK network providers to deliver first class business mobile solutions. Business mobile solutions underpinned with first class service levels For businesses to survive and thrive in the current digital transformation era, mobile data and communications must be firmly at the heart of your office technology stack. Whether it is conversations, collaboration, authentication or internet access, any time and in any location.  Partnering with all of the major UK network providers and trusted by businesses for over 30 years. Opus offers a unique and agile business mobile proposition, tailored to your specific business journey. Opus are proud to be one of only seven direct EE Authorised Service Providers in the UK. Proactive business mobile support and one easy to use portal We provide regular account reviews to evaluate trends and changes in use patterns, along with new services available from our network partners, to ensure you stay on the best tariffs for your business.  We take the pain out of administration and provide you with the necessary tools to self-serve where needed with our online billing and administration portal. Multi-Network SIMsAvailable across all major network providers, our Multi-Network SIMs offer exceptional reliability and coverage and are easy to manage and inexpensive to buy. Get in touch We partner with the following mobile networks We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required,...

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### Microsoft Teams Business Voice

> Microsoft Teams Phone formerly Microsoft Teams Business Voice is more than a cloud phone system. Experience smart communication and seamless collaboration with the calling solution native to Microsoft Teams.

- Published: 2022-12-31
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/microsoft-teams-business-voice/

TELECOMS SOLUTIONSMICROSOFT TEAMSPHONEAccess to enterprise grade telephony with Microsoft Teams Phone and benefit from our specialist Microsoft Teams consultancy services. Microsoft Teams Phone the cloud-based phone system where you can make and receive voice and video calls over PSTN or an internet connection One of our most popular business telephony solution is Microsoft Teams Phone. Microsoft Teams enables you to chat, meet, share files and work with other business apps, making it a central software hub for workplace communication and collaboration. You can now add enterprise grade telephony to your Microsoft 365 subscription to make and receive calls on the same platform using Microsoft Teams Phone (formerly Microsoft Business Voice) or implement Teams Phone Mobile. Enjoy all the benefits of Microsoft Teams but with enhanced call control features and carrier grade infrastructure to enable full voice capability natively into Microsoft Teams. Our specialist Microsoft Teams consultancy services enable you to do just this. The Microsoft Teams phone system enhances communication and streamlining productivity Microsoft Teams Phone system facilitates seamless collaboration by bringing everything together in one shared workspace enabling group and private messaging with threaded and persistent conversations. Use anywhere, any time and on any deviceIntegrates with Word, Excel, PowerPoint etcSynchronises with Outlook calendarEnables secure chat and HD video meetingsFacilitates project streams and team working Our current service level metrics Microsoft Teams direct routing provides flexibility and cost benefits Our Microsoft Teams direct routing service is the flexible, accessible and cost-effective alternative to the Microsoft Calling Plans with enhanced call control...

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### Unified Communications

> Opus provide unified communications solutions from industry leading manufacturers such as Mitel, Gamma Five9, 8×8 and Microsoft Teams.

- Published: 2022-12-31
- Modified: 2024-11-07
- URL: https://www.opustech.co.uk/telecoms/unified-communications/

TELECOMS SOLUTIONSUNIFIED COMMUNICATIONS SOLUTIONSOur unified communications solutions help businesses thrive with improved productivity, mobility and enhanced customer experience. Best of breed unified communications solutions designed to help your business achieve more Opus are a leading provider of a comprehensive range of unified communications (UC) solutions for SME, large SME and mid-market businesses across the UK. Whether you're looking for on-premises, cloud-based, or hybrid communication system, we partner with industry-leading providers like Gamma, 8×8, and Microsoft Teams to ensure our clients receive best-of-breed, end-to-end UCaaS solutions. With extensive knowledge and over 30 years of experience in business telephony solutions and cloud-based phone systems, our approach to business telephony mitigates risk and ensures your unified communications setup is secure and efficient and delivers a maximised return on investment coupled with operational efficiency.   We deliver a suite of seamlessly integrated unified communications solutions Unified communications is a holistic approach to business communication that integrates multiple channels such as voice, video, instant messaging, and collaboration tools delivered in one cohesive platform. UC solutions enable real-time communication and full collaboration across your business regardless of location or device. By unifying all these channels under a single platform such as Gamma, 8x8 or Microsoft Teams, your employees can communicate more efficiently, boosting productivity and improving workflow. Efficient service is key to delivering exceptional value We know that communication is the backbone of your business, which is why our expertise ensures that every UC deployment succeeds and that our clients' expectations are continually exceeded with our consistent service levels. Net...

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### Backup Solutions

> Backup solutions are the last defence against data loss, providing a way to restore original data and a history of an intruder’s activities.

- Published: 2022-12-30
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/cyber-security/backup-solutions/

MANAGED ITSECURE BACKUP SOLUTIONSProtect your business with reliable, easy-to-use, secure backup Secure backup solutions A good backup strategy is essential for cyber security. Backup is the last defence against data loss, providing a way to restore original data and provides you with a history of an intruder’s activities by looking through archived, older backups. It can make restoring your data even faster that paying ransomware criminals for decryption keys. Secure backup has a wealth of features SUPERIOR DATA PROTECTIONMinimise any potential data loss by backing up frequently without impacting system performance or productivity. You can choose how often you backup your data and the specific data you wantFAST AND RELIABLE RECOVERYMinimise costly downtime by starting your backup as a virtual machine to get your system up and running in mere seconds – reducing loss of operations, income and reputationARTIFICIAL INTELLIGENCECheck for malware as you perform a backup and defend your data and ensure its integrity with built in artificial intelligence based anti-ransomware protection and blockchain notarisation The business benefits of secure backup Reduce costsComprehensive data protection has never been so effortless or cost-effective. Get all of the maintenance, upgrades, and technical support in the subscription price – no need to pay additional fees. Restore anywhereRestore an entire system to new, dissimilar hardware in just a few clicks. Our technology ensures easy system migration between physical and virtual platforms. Defend against ransomwareSimple backup is no longer enough, which is why our Cyber Backup integrates the backup industry’s first AI-powered anti-ransomware protection. Read our...

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### Vulnerability Management

> Vulnerability management is the process of identifying, evaluating, treating, and reporting on security vulnerabilities in systems.

- Published: 2022-12-30
- Modified: 2024-05-08
- URL: https://www.opustech.co.uk/cyber-security/vulnerability-management/

IT SERVICESVULNERABILITY MANAGEMENTVulnerability management is the proactive process of identifying, assessing, and mitigating security weaknesses  to prevent potential breaches and data compromises. Our vulnerability management solutions Vulnerability management identifies, assesses, prioritises, and mitigates security vulnerabilities in a computer network or system.  By implementing effective vulnerability management practices, organisations can strengthen their security posture and reduce the risk of cyber threats. This proactive approach helps businesses prevent potential security breaches and data compromises by systematically addressing weaknesses that could be exploited by attackers. Vulnerability management involves vulnerability scanning to identify potential weaknesses, risk assessment to evaluate the severity and impact of vulnerabilities, and remediation to address and resolve identified issues.   We only partner with organisations where we can truly add value and expertise Vulnerability management helps businesses improve their stance on cyber security by systematically identifying and addressing potential weaknesses in computer networks and systems.  By proactively identifying vulnerabilities before they can be exploited by malicious actors, organiSations can strengthen their defences and reduce the likelihood of successful cyber attacks. This proactive approach helps to safeguard the confidentiality, integrity, and availability of data, mitigating the risk of data breaches and unauthorised access to sensitive information. Get in touch We pride ourselves on building long term client relationships VULNERABILITY MANAGEMENTServes to reduce organisational exposure and harden the endpoint surface area. The process of identifying, evaluating, treating, and reporting on security vulnerabilities in systems. VULNERABILITY SCANSLists all systems found in an environment and highlights any Common Vulnerabilities and Exposures (CVE) that may need attention. VULNERABILITY REPORTSProvide risk ratings...

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### Zero Trust Security

> We provide a range of zero trust security solutions. We offer consultancy, training, management and ongoing support

- Published: 2022-12-30
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/cyber-security/zero-trust-security/

CYBER SECURITYZERO TRUST SECURITY SOLUTIONSEnsure the security of your organisation at all times with our Zero Trust security model. Advanced Zero Trust Security for your Business In response to the ever-changing threat landscape, many organisations are adopting the Zero Trust model as their strategy for security. The Zero Trust security model augments and enhances your technology posture. It effectively adapts to the complexity of contemporary environments and enables organisations to transform security where it is needed. The model is not about the implementation of individual technologies but rather using technology to enforce the idea that no one has access until they have proven they should be trusted. We provide a range of zero trust security solutions We offer consultancy, training, management and ongoing support, to help you identify and mitigate risks and vulnerabilities. We will help guide you through your zero trust security journey. With information often spread across different cloud providers, it is important to assume that there are attackers both within and outside of the network waiting to strike, and that users or machines should never automatically be trusted. Identity and Access Management (IAM) Our IAM solutions offer role-based access control, which lets system administrators regulate access to systems or networks based on the roles of individual users within the enterprise. This is defined according to job, authority and responsibility within the enterprise. They capture and record user login information, manage the enterprise database of user identities, and orchestrate the assignment and removal of access privileges. Our solutions for IAM include...

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### Application Security

> We offer many different types of application security including authentication, authorisation, encryption, logging, and security testing.

- Published: 2022-12-30
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/cyber-security/application-and-security-management/

CYBER SECURITYAPPLICATION SECURITY MANAGEMENTHardware, software, training and procedures that identify or minimise security vulnerabilities. Our application security solutions With the various applications available today over multiple networks within the cloud, this can lead to increasing vulnerability when it comes to security threats and breaches.  And with hackers getting more sophisticated with the way they target apps with their attacks today, it is easy to see why it is important to not only ensure security at the network level but also within applications themselves.  Applications are accessible across networks and are the launchpad for a majority of breaches. For these reasons alone, application security is urgently important. Different types of application security We offer many different types of application security including authentication, authorisation, encryption, logging, and application security testing. We help secure applications and then secure access to those applications. The methods available include:AUTHENTICATIONOur authentication procedures ensure that a user is who they say they are. This can be accomplished by requiring the user to provide a username and password when logging in to an application. Multi-factor authentication requires more than one form of authentication – the factors might include something you know (a password), something you have (a mobile device), and something you are (a thumb print or facial recognition). AUTHORISATIONAfter a user has been authenticated, the user may be authorised to access and use the application. The system can validate that a user has permission to access the application by comparing the user’s identity with a list of authorised users. Authentication must...

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### Endpoint Security

> Today’s endpoint security systems are designed to quickly detect, analyse, block, and contain attacks in progress.

- Published: 2022-12-30
- Modified: 2024-05-08
- URL: https://www.opustech.co.uk/cyber-security/endpoint-security/

CYBER SECURITY SOLUTIONSENDPOINT SECURITY SOLUTIONSDetect and protect your organisation from advanced forms of malware with our advanced Endpoint protection solutions. Advanced Endpoint Security Solutions In an increasingly mobile and connected world, businesses have to contend with not only a growing number of endpoints, but also a growing number of types of endpoints.  As if endpoint security wasn’t challenging enough, many organisations have had to deal with an increase in remote working and BYOD policies, which make perimeter security increasingly insufficient and creates vulnerabilities. We help secure the endpoints of end user devices Endpoint security has evolved from traditional antivirus software to providing comprehensive protection from sophisticated malware and evolving zero-day threats. Today’s endpoint protection systems are designed to quickly detect, analyse, block, and contain attacks in progress. Part of our Opus Transform & Secure range, our Endpoint Security services help secure endpoints or entry points of end-user devices such as desktops, laptops, and mobile devices from being exploited by malicious acts and campaigns. Our endpoint security services ANTIVIRUS SOFTWAREAntivirus software detects and removes malicious software to protect computer systems from cyber threats and data breaches. ENDPOINT PROTECTION PLATFORM (EPP)An EPP compares incoming files against threat intelligence to see if file data or file properties match a known malicious threat. ENDPOINT DETECTION & RESPONSEThese include continuous monitoring, proactive identification and examination, advanced analysis, preventative actions We provide comprehensive endpoint detection and response (EDR) solutions Our endpoint detection and response (EDR) solutions, also known as endpoint threat detection and response (ETDR), are integrated endpoint...

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### Contact us - Thank you

> %%excerpt%%

- Published: 2022-12-30
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/contact-us/contact-us-thank-you/

THANK YOU FOR YOUR ENQUIRYOne of our consultants will be in touch with you very shortly...

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### Toshiba Office Printers

> Opus stock a wide range of Toshiba office printers - Toshiba e-STUDIO copiers, printers, fax machines and scanners.

- Published: 2022-12-30
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/toshiba-office-printers/

MANAGED PRINTTOSHIBA OFFICE PRINTERSToshiba e-STUDIO copiers, printers, fax machines and scanners Opus stock a wide range of Toshiba office printers Toshiba eStudio 389/479CS SeriesToshiba’s e-STUDIO389CS and e-STUDIO479CS offer printing at up to 38 and 47 pages per minute respectively, superior print quality, enhanced security and expertly engineered durability. SpecificationsUp to 47 PPM Colour A4-Size MFPCopy, Print, Scan & Fax – Standard650/2,300 Paper Capacity (Std. /Max)Compact Design Toshiba eStudio 5015AC SeriesWith Toshiba’s e-STUDIO5015ac series you can expect high image quality. Combine this with advanced features and you have a multifunction system which covers even the most demanding needs. SpecificationsUp to 50 PPM, Colour/Mono1,200/3,200 Paper Capacity (Std. /Max)1,200 x 1,200 DPI Colour Print ResolutionLarge 10. 1″ Tablet-Style User Interface Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Canon Office Printers

> Opus stock a wide range of Canon office printers - Canon imageRunner Advance, imageRunner and iSensys ranges

- Published: 2022-12-29
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/canon-office-printers/

MANAGED PRINTCANON OFFICE PRINTERSCanon imageRunner Advance, imageRunner and iSensys ranges Opus stock a wide range of Canon office printers Canon imageRUNNER ADVANCE C5500 II seriesFastest print speeds of 60 ppm. Keep documents secure with advanced security capabilities. Device and fleet management tracks print usage to maximise office efficiency. SpecificationsUp to 60 ppm – Fast A4 colour printing10. 1” (25. 6cm) touchscreenWVGA smartphone colour panelPrint, copy, scanStore, send & optional fax6,350 sheets Canon imageRUNNER ADVANCE C7500 II seriesHigh volume printing with 70/80 (CL/BW) ppm, Make an impact with outstanding print quality and professional finishing. Device and fleet management tracks print usage to maximise office efficiency. SpecificationsUp to 70/80 (CL/BW) ppm – Fast A4 colour printing10. 1” (25. 6cm) touchscreenWVGA smartphone colour panelPrint, copy, scanStore, send & optional fax6,350 sheets Canon imageRUNNER ADVANCE C256/C356 II seriesA4 colour multifunctionals with Cloud Management, ideal for busy offices with agile workers that need connectivity, speed, reliability and print quality. SpecificationsUp to 35 ppm – Fast A4 colour printing10. 1” (25. 6cm) touchscreenWVGA smartphone colour panelPrint, copy, scan2,300 sheets Canon iSensys MF730 SeriesThe ultimate small business companions, with 12. 7 cm colour touchscreens, Application Library and fast, flawless performance. Engineered for modern workplaces, the mobile-friendly MF730 series printers feature all-new Canon laser technology, simple operation via the keyless touchscreen, Wireless Direct connectivity and fast, high-quality colour printing. SpecificationsUp to 27 ppm – Fast colour laser printing12. 7cm touchscreenWVGA smartphone colour panelPrint, copy, scan2,300 sheetsMobile printing Canon imageRUNNER C1335iF seriesThis colour A4 multifunctional is designed for cost conscious businesses that require productive high-quality colour communication for small workgroups. Its compact...

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### Office Printer Solutions

> Whatever your office printer solutions needs, we have a fast, flexible multifunction solution for you backed by personalised support.

- Published: 2022-12-29
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/office-printer-solutions/

MANAGED PRINTOFFICE PRINTER SOLUTIONSUnlock faster and smarter ways to work with our range of office multifunction printers Tailored office printer solutions Designed to maximise productivity, our multifunction devices simplify printing, scanning, copying and faxing, with a comprehensive range of business printer and scanner solutions for any professional environment.  As an independent technology provider, our digital solutions team can advise you on the most suitable print solution for your organisation, balancing efficiency and productivity with budget and operational objectives.  Whatever your office printer solutions needs, we have a fast, flexible multifunction solution for you backed by personalised service and support. Canon Here are some of the range of Canon printers Opus provides.   iSensys MF730 Series imageRUNNER C1335iF series imageRUNNER ADVANCE C5500 II imageRUNNER ADVANCE C7500 II Toshiba Here are some of the range of Toshiba printers Opus provides.   eStudio 389/479CS Series eStudio 5015AC Series eStudio 7516AC Series Our fully integrated service offering TELECOMSAll encompassing private and cloud unified comms solutions. View more CCaaSFully managed CCaaS omni-channel contact centre solutions. View more ITComplete business mobile solutions inc. device management and call recording. View more MOBILEComplete business mobile solutions inc. device management and call recording. View more SECURITYCyber security consultancy to improve the IT security levels across your business. View more PRINTDocument management systems and managed print services. View more Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51...

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### Office Printer Software

> Opus offers a range of office printer software solutions that enable mobile printing, device management and intelligent document processes.

- Published: 2022-12-29
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/office-printer-software/

MANAGED PRINTOFFICE PRINTER SOFTWAREEmpower productivity with mobile printing solutions and print applications Streamline your office print management In addition to our office multifunctional printer devices, Opus offers a range of office printer software solutions that enable mobile printing, device management and intelligent document processes that boost productivity, enhance security and manage costs. Talk to our experienced team to learn more about solutions that transform document processing, automate your workflows and simplify complex task. Get more from your office printing solutions with Opus. UNIFLOW One on-premise integrated software solution to manage all your printing and scanning workflows and devices. One platform for printing, scanning, and device management. Print on-the-go from anywhere, to any deviceSecure print from any connected device in the officeCreate personalised scan workflows and destinationsTake control of costsBoost productivityCreate personalised workflows to capture, share and store digital documentsGet secure mobile printing as a company standard, without extra cost or investment – with uniFLOW you can choose any device to print from, wherever you are. Our office print solutions Print ConsultancyDiscover our consultative approach to print solutions and learn how your business can benefit from an independent support partner such as Opus. Innovative technologies, optimised efficiency, cost control and outstanding service. Managed Print ServicesThe experienced team at Opus offers complete managed print services, project management, proactive monitoring and professional services. Experience world-class service, support and account management. Office Print SolutionsLet us help you choose from a range of office printers and multi-functional devices, together with innovative document management and workflow solutions to streamline...

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### Document Management Solutions

> Document management solutions have opened up enormous possibilities by providing access from anywhere, anytime and on any device.

- Published: 2022-12-29
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/managed-print/document-management-solutions/

MANAGED PRINTDOCUMENT MANAGEMENT SOLUTIONSOpus provide a wide range of secure, document management solutions Document management solutions and workflow automation for your businesses The way we work has changed dramatically and work these days can happen from anywhere. When it comes to document management, businesses need to consider how they handle documents and the valuable knowledge they contain. Document Management Solutions have opened up enormous possibilities by providing access to information from anywhere, anytime, to help make business processes faster, more mobile, more reliable and more secure. Document management systems are perfect for distributed and remote teams that need to operate at full productivity. Although a paperless office isn’t always 100% achievable with the need for hard copies of documents like invoices and legal contracts still required in some businesses, a document management solution will help remove some of the wasted time and uncertainty from your processes where paper is no longer necessary, freeing up your team to focus on the work that drives productivity and profit.   The smartest home for you documents Our document management solutions are ideal for businesses that need information stored in a secure, compliant, and accessible way – creating secure and efficient processes for your entire organisation. Legacy analogue archives do not lend themselves to the digital advancements of today and pose a real disadvantage to a company’s ability to succeed in the long-term, in today’s digital world. Our document management solutions provide structured storage of all your important documents in one central location. With document management solutions,...

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### Converged WAN

> Future proof your connectivity with converged WAN services from Opus, Converged Wide Area Network specialists.

- Published: 2022-12-29
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/leased-lines/converged-wan/

TELECOMSCONVERGED WAN SOLUTIONS Enable secure access to critical data and applications anywhere, anytime, from any device Future proof your connectivity with converged WAN Businesses often have complex, legacy networks that are expensive to run and are no longer fit for purpose with an ever-growing number of users, sites and cloud-based applications. If you can relate to this, then you need to consider a Converged Wide Area Network (WAN) solution. After gaining a clear understanding of how you work, your business goals and your end user requirements, we build a set of communications and collaboration applications around a strategic connectivity framework. Our converged private network solutions enable secure access to critical data and applications anywhere, anytime We converge your voice, data and multimedia traffic onto a single, secure network, which can reduce your costs and simplify your communications set-up, without sacrificing performance. Our network specialists can design bespoke MPLS and VPLS solutions with security, low latency, scalability and resiliency as standard; ensuring robust business continuity with multi-carrier access through backup circuits or diverse routing. We simply converge your voice, data and multimedia traffic onto a single, secure network, which will reduce your costs and simplify your communications set-up, without sacrificing performance. The benefits of MPLS and VPLS Multi Protocol Label Switching (MPLS) or Virtual Private LAN Service (VPLS) are the technologies of choice when connecting your multiple sites together enabling convergence of voice, data and multimedia traffic with true resilience.  Resilient 24 hour fully managed service providing a secure private multi-site networkNetwork connectivity...

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### Non Geographic Numbers

> Our non geographic virtual numbering and inbound services are packed with features to help you manage incoming calls

- Published: 2022-12-29
- Modified: 2024-05-08
- URL: https://www.opustech.co.uk/telecoms/non-geographic-numbers/

TELECOMS SOLUTIONS NON GEOGRAPHIC NUMBERSA non-geographic number is a phone number that is not tied to a specific location, often used by businesses for national or international contact points. Non geographic numbers Non-geographic numbers offer businesses a national presence without physical limitations, providing flexibility by allowing calls to be redirected easily. They are cost-effective, with toll-free options encouraging customer engagement, while also enhancing professionalism and credibility. Additionally, non-geographic numbers offer tracking and analytics features, enabling businesses to monitor call volumes and gather valuable insights into customer behaviour. Opus provide cloud based non-geographic virtual telephone numbers. In addition, any businesses in the UK can register virtually any area code and host it as a ‘virtual’ or ‘VoIP’ number. Our carrier grade portal even offers you the flexibility of managing your numbers wherever you are. Also, if you have a non-geographic telephone numbers that originates with another carrier, we can port this to a preferred carrier The benefits of non geographic numbers Dynamic routing instantlyAutomatic Fail over and Disaster RecoveryInitiate Disaster Recovery plans via a smartphone, tablet or internetOptional add-ons such as Cloud based auto attendant and call queuingNo need to change your number as numbers sit on top of existing landline number Get in touch How we are currently performing Some additional benefits of non geographic numbers CALL STATISTICSEffectively track calls and enhance management reporting with easy to interpret Inbound call statistic graphs. Includes Snapshot data revealing results of call handling efficiencies to ensure informed operational decisions are made instantaneously e. g. When are...

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### Sip Trunking and Call Management

> SIP Trunk Call Manager offers powerful business continuity as standard, giving you the ability to manage your entire number estate.

- Published: 2022-12-29
- Modified: 2024-07-24
- URL: https://www.opustech.co.uk/telecoms/sip-trunking-and-call-management/

TELECOMS SOLUTIONSSIP TRUNKCALL MANAGERSIP Trunk call manager takes SIP beyond a connectivity service into a world of multi-feature applications, putting you in control. Take control of your inbound numbers with SIP trunk call manager SIP Trunk Call Manager provides you with all the benefits of SIP Trunks together with a centralised inbound call management service with a host of features, accessed through an easy-to-use web portal and mobile app. SIP Trunk Call Manager offers powerful business continuity as standard, giving you the ability to manage your entire number estate and all aspects of your inbound calls. It enables you to consolidate all your numbers onto a single platform, meaning that you'll never miss a call. The business benefits of SIP Gain full and direct control of your inbound numbers. Tailored business continuity so you never miss a call. A direct ISDN replacement – save up to 50% on line rental and up to 25% on calls. 01, 02, 03 and 08 termination on subscribed SIP Trunks – no number translation. One point of contact providing your SIP trunks and call management. Easy management via an app and web portal. Gamma are the UK’s leading provider of SIP and Opus are a Gamma Platinum Partner Gamma are the UK's leading provider of SIP. We are one of the few technology providers with the Gamma Platinum Partner accreditation for both SIP Trunking and Gamma's Horizon Hosted telephony service.  We also seamlessly manage the entire design, deployment and support process, so you can take advantage of all the benefits...

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### International Sip Trunks

> We work with global organisations to rationalise their voice networks using international SIP Trunks to centralise everything.

- Published: 2022-12-29
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/international-sip-trunks/

TELECOMSINTERNATIONALSIP TRUNKSSimplifying global voice and data communications Rationalising voice networks Connecting voice to multiple countries via the PSTN can be expensive and artificially complex. We work with global organisations to rationalise their voice networks using SIP Trunks to centralise everything to the corporate IP network. We support the growing agility of your organisation through a range of options including disaster recovery, business continuity and security. We quickly install and pre-provision SIP trunks so you can get started. We help you save money by rationalising a multitude of local connections through central connectivity. We lower operational overheads through central management, and also save for you through supplier consolidation. The benefits of international SIP One converged voice and data network that centralises breakout points to the international PSTN. Centralised dialling plans with local numbers for all locations, and management of all local services from a single site. Our SIP services support the transition to our unified communications portfolio, which offers wider communications solutions. Fast and flexible call routing maintains a reliable level of experience that you and your customers expect. Our current performance metrics We can provide SIP in the following countries AustriaBelgiumDenmarkFranceGermanyIrelandItalyNetherlandsPortugalSwedenSwitzerlandSpainUKUSA Our fully integrated service offering TELECOMSAll encompassing private and cloud unified comms solutions. View more CCaaSFully managed CCaaS omni-channel contact centre solutions. View more ITComplete business mobile solutions inc. device management and call recording. View more MOBILEComplete business mobile solutions inc. device management and call recording. View more SECURITYCyber security consultancy to improve the IT security levels across your business. View more...

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### Multi Network Sims

> Maximise your mobile coverage anywhere with multi network sim cards and multi network phone contracts connecting you the best 4G/5G networks.

- Published: 2022-12-29
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/mobile/multi-network-sim-cards/

BUSINESS MOBILE SOLUTIONSMULTI NETWORK SIM CARDSMaximise your mobile coverage anywhere and at all times across networks with our multi-network SIM cards Maximise your mobile coverage anywhere with multi network sim connecting you and your team to the best available network If you’re concerned about mobile bandwidth, network coverage or frequent outages affecting your business, then Opus has a solution.  Our multi-network SIM cards, also known as a multi SIM card or anywhere SIM, is a type of SIM that enables a device to connect to multiple mobile networks rather than being restricted to just one network. This feature enables users to access mobile services across different networks, increasing coverage and reliability, especially in areas where one network may have better signal strength or coverage than others. It provides flexibility and redundancy, ensuring that users can stay connected even when they are in areas with poor network coverage from their primary network provider.   Multi network sim card's access all the networks available in the specific location The way we work has changed, and we need to be able to stay connected all the time. But the issue is that no mobile network can guarantee perfect coverage and service. Multi-network sim cards can access many or all of the networks available in a given area and unlike common single network SIM cards, they are not restricted to one network. Multi-network sim cards are designed for remote workforces and for applications where it’s vital to have an internet connection available 24/7 such as a CRM or...

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### EE Business Mobile Services

> Our range of EE business mobile services deliver reliable, fast and top-quality service across the UK. Opus are one of only seven direct EE partners.

- Published: 2022-12-28
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/mobile/ee-business-mobile-services/

BUSINESS MOBILE SOLUTIONSEE BUSINESS MOBILE SERVICESOpus are an award winning, EE partner, providing a wide range of business mobile contracts on EE. EE business mobile services that deliver reliable, fast and top-quality service across the UK Opus are proud to be one of only seven direct EE Authorised Service Providers in the UK. Opus’ business mobile solutions combine EE’s unrivalled network coverage with comprehensive security features from Jamf to safeguard your devices and data from evolving cyber threats. With consistently superfast speeds and unrivalled reliability, EE has been recognised as the UK’s best network for ten consecutive years by RootMetrics.  EE business mobile solutions keep everyone in the UK connected – from cities to rural areas. In the latest RootMetrics report, EE earned a remarkable 25 UK Nation RootScore Awards out of 28, including the Overall RootScore Award in each nation for the fifth consecutive time. Benefit from EE's ever expanding network coverage and state of the art connectivity With an EE business mobile solution from Opus, your business will benefit from EE’s expanding network coverage, including across the London Underground, ensuring connectivity wherever your organisation operates and keeping hybrid workers connected in various settings. With unbeatable 5G coverage and a pledge to cover all of the UK by 2028, EE guarantees that businesses can access state-of-the-art connectivity regardless of location. Get in touch EE business mobile provides 4G and 5G coverage across the UK EE's extensive 4/5G coverage is powered by 100% renewable electricity, ensures connectivity even in remote areas, enabling businesses...

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### Our Values

> Our Company Values - Our values are part of our DNA. They guide the way we work with our customers, business partners and with each other.

- Published: 2022-12-23
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/about-us/our-values/

WHAT MAKES US WHO WE ARE? OURCORE VALUESOur company values are instilled across our business The Opus Way - Our Core Values Our core values guide our daily work, they influence our decision making, who we choose to partner with and how we formulate our strategy, as well as the way we recruit, promote and grow employees WORK TOGETHER TO WIN TOGETHERAchieving the best outcomes for everyone is only possible with great teamwork, our clients and our partners. BE BRAVE AND THINK DIFFERENTLYWe are ambitious and like to challenge how things are. If we can see a way to achieve a better outcome, however unusual, we each take responsibility to make it happen. OWN IT AND NEVER GIVE UPOnly through taking responsibility and showing a real determination to succeed, can we demonstrate why Customers come to Opus and choose to stay. STRIVE TO BE THE BESTThere is an expectation to deliver excellence, consistently raising the bar to deliver the highest standards to ensure we are the best in everything we do. STAY CURIOUS AND KEEP LEARNINGOur commitment to learning encompasses a growth mindset of both personal and professional development in the pursuit of excellence. The Opus Way Video https://www. youtube. com/watch? v=zc91Ayut8-Y Our Mission Vision & Brand Promise We are clear on who we are as an organisation and more importantly 'why' we do what we do.   VIEW OUR MISSION AND VISION Do you align with our values and are interested to join Opus? We would love to hear from you. VIEW OUR CURRENT VACANCIES

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### Our Team

> Find out more about the team at Opus. Here are our Board of Directors and Operational Board who lead Opus.

- Published: 2022-12-23
- Modified: 2024-11-28
- URL: https://www.opustech.co.uk/about-us/our-team/

MORE ABOUT USOUR SENIOR TEAM MEMBERSHere are our Board of Directors and Operational Board who lead Opus. Our Board of Directors Michael O' DonnellChief ExecutiveOfficer Connect Michael O' Donnell Chief Commercial Officer Connect Chris TerryChief OperationsOfficer Connect Charlotte Roche Finance Director Connect Stephen Brown Service Delivery Director Connect Our Operational Board Stefan BagienskyTechnicalDirector Connect Nikki LakerMarketing Director Connect Matt DudlestonSales Director Connect Bridget Dale Head of People & Compliance Connect Danny Spooner Sales Director (Digital) Connect Claire MellettHead of ProjectManagement Office Connect Oli KingHead of Finance Connect Juliette LeeHead of MobileProposition Connect Mark BalzarettiHead ofTechnical Services Connect Georgina McKennaHead ofService Delivery Connect Nick RuthenProject EngineeringManager Connect Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Careers

> Careers at Opus - We’re proud of the people that work for us. We strive to work hard, never give up and aim high.

- Published: 2022-12-23
- Modified: 2025-01-27
- URL: https://www.opustech.co.uk/about-us/careers/

TIME FOR A CHANGE? JOIN OUR TEAMCAREERS AT OPUSWe’re proud of the people that work for us and the unique culture that has been created. A culture where feeling valued and an integral part of the team is so important. Are you looking to join an outstanding managed service provider? We are proud of who we are and the high performance team we have fostered at Opus. We have ambitious growth plans and are always looking to speak to exceptional individuals who can add value and experience. We are recruiting for a variety of roles and welcome speculative applications. Ready for a step up? We are keen to hear from you... Our aim is to attract, develop and retain the most talented people in the industry and we’re keen to hear from individuals that have the same values as we do and can add value to Team Opus. If you are looking to work for a business that will value your expertise, train you, pay you well and offer you a host of benefits including Private Medical Insurance for you with the option to add on your family, please get in touch. Jump to our current vacancies *Opus employees can add their entire family to their PMI plan for an affordable monthly cost. COMPETITIVE RENUMERATIONWe know that top talent comes at a cost which is why we pride ourselves in paying our staff well. A SUPPORTIVE CULTUREWe are aligned. We all work together, learn from our mistakes and continually improve. BE...

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### Resources

> The latest Opus Resources - If you are looking for more information about specific technologies or solutions, you’ve come to the right place.

- Published: 2022-12-23
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/resources/

SHARING SPECIALIST KNOWLEDGEOUR USEFULRESOURCE CENTREFind out a wealth of useful information in our selection of guides and ebooks written by our specialist Consultants Useful content to help you better understand your technology challenges If you are looking for more information about specific technologies or business solutions, you’ve come to the right place.  View our selection of useful guides, ebooks and brochures all written to help our clients elevate their understanding of certain topics. Our resource centre EBOOKS AND WHITE PAPERSRead our selection of Ebooks and Whitepapers that explore and simplify topics at great length. READ MORE PRODUCT BROCHURESRead our product brochures with specific information on Mitel, Five 9, 8X8 and Microsoft products. READ MORE PRODUCT SPECIFIC USER GUIDESUseful selection of user guides on a selection of telephony, mobile and Microsoft products. READ MORE ACRONYM GLOSSARYUseful explanations of all the common acronyms across the IT, Telephony and mobile industry. READ MORE Recent blog articles News March 14, 2024 Opus and Infinity form Strategic PartnershipOpus are delighted to confirm their latest strategic partnership with Infinity Call TrackingWe are pleased to announce that the strategic partnership between Opus and Infinity is now official. By... READ MORE Public Sector March 7, 2024 Opus recognised on NHS Better Purchasing FrameworkWritten by Jenny Critchfield - Bid Director Connect with Jenny on... READ MORE Microsoft News & Articles December 8, 2023 What is Microsoft Teams Phone Mobile? Written by Adam Sankey - Mobile Sales Consultant Connect with Adam on... READ MORE Microsoft News & Articles November 27, 2023 What...

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### Feefo Client Reviews

> Read the latest Opus Reviews from Feefo - We are the Gold Trusted Service provider for our customer service levels

- Published: 2022-12-23
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/feefo-client-reviews/

HERE'S WHAT OUR CLIENTS HAVE SAYREAD OUR LIVE CUSTOMER REVIEWSWe are the Gold Trusted Service provider for our customer experience levels across our Service Desk, Projects  & Sales teams. Are you ready to discuss your requirements with a specialist? Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Managed Print

> Our managed print solutions manage all aspects of business printing. Opus are accredited Canon and Toshiba partners.

- Published: 2022-12-23
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/managed-print/

MANAGED PRINTMANAGED PRINT SOLUTIONSSimplify the management of your printing, scanning, faxingand copying devices Improve productivity and efficiency levels with our managed print solutions Our managed print solutions simplify the management of your printing devices, including scanners, faxes and copiers. We enable organisations to improve their efficiency, productivity and information security, typically by monitoring usage, replacing consumables and meeting the organisation’s printing needs. Save time on print related tasks The process of printing, scanning, copying or faxing documents on old hardware or poorly configured software is just the start. There is also the time spent fixing device malfunctions and replacing ink cartridges and toners to consider too. Our managed print solutions would identify such problems and include plans to reduce the hidden waste of employees’ time incurred on print-related tasks. This frees up staff time to focus on other strategic initiatives, as opposed to day-to-day maintenance tasks. Reduce costs and save money A sporadic approach to your organisation’s print setup can lead to inefficiencies in a number of areas. First and foremost, there are maintenance costs. Maintaining individual devices one at a time is costlier than having an automated, cloud-based system for doing so at scale. Our Managed Print Services connect all devices to one monitoring system to ensure just-in-time delivery of replacement toners and repairs. This makes better use of economies of scale by allowing you to bulk buy supplies at a discount. It also reduces the cost associated with stockpiling unused inventory. Why do clients choose Opus for Managed Print Solutions? ...

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### Edge Security and Wifi

> Network security is one of the most important aspects to consider when working over the internet no matter how small or big your business is.

- Published: 2022-12-23
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/cyber-security/edge-security-and-wifi/

NETWORKSLAN, EDGE SECURITY & WIFIReduce the risk of falling victim of data theft and sabotage Network Security solutions Network security is one of the most important aspects to consider when working over the internet or LAN no matter how small or big your business is. While there is no network that is immune to attacks, a stable and efficient network security system is essential to protecting client data. A good network security system helps business reduce the risk of falling victim of data theft and sabotage. Our Opus Secure network security solutions help protect your workstations from harmful spyware and ensure that shared data is kept secure. Next Generation Firewalls A firewall is an essential part of your business’ security system. Without it, your network is open to threats. A firewall keeps destructive and disruptive forces out, and controls the incoming and outgoing network traffic based on security parameters that you can control and refine.  While antivirus software helps to protect the file system against unwanted programs, a firewall helps to keep attackers or external threats from getting access to your system in the first place. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT...

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### SIP Trunks

> SIP Trunks (Session Initiation Protocol) provides a solution to make and end connections for data and voice transfers via the internet.

- Published: 2022-12-23
- Modified: 2024-12-18
- URL: https://www.opustech.co.uk/telecoms/sip-trunks/

TELECOMS SOLUTIONSSIP TRUNKS FOR BUSINESSSIP trunks enable businesses to make and receive voice calls over the internet in place of traditional phone lines. Transform your communications with scalable and reliable SIP trunks for business By switching to a SIP trunk your businesses will benefit from the ability to scale quickly, experience enhanced operational efficiency as well as reduced monthly costs. Whether you’re looking to future-proof your systems, streamline workflows, or improve customer experiences, SIP trunking for business delivers the advanced tools you need to succeed. Benefit from extensive monthly cost savings with SIP trunks for business SIP trunking can deliver substantial cost savings compared to legacy phone systems. By using your existing internet connection, you can eliminate the need for costly PSTN or ISDN lines and enjoy lower monthly costs.  SIP trunks for business operate on a flexible model which prevents overspending on unused lines and allows businesses to scale up or down without unnecessary costs. If you are a multi-site or remote business, calls between sites and remote teams are free of charge, which greatly reduces the monthly billing Efficient service is key to delivering exceptional value Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock. Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to...

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### MPLS, SD-WAN & SASE

> Aside from MPLS, Opus also provides SD-WAN and SASE connectivity solutions for all types of organisations.

- Published: 2022-12-23
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/telecoms/leased-lines/mpls-sd-wan-and-sase/

TELECOMSMPLS, SD-WAN & SASE SOLUTIONSOpus provide a wide range of MPLS, SD-WAN and SASE connectivity solutions. MPLS, SD-WAN and SASE Solutions Multi-Protocol Label Switching MPLS is a method of ensuring that units of information collected into one set transmit to get where they're supposed to, via a sensible route and that they are prioritised appropriately throughout the network. Aside from MPLS, Opus provide SD-WAN and SASE connectivity solutions for all types of organisations. MPLS alternatives Organisations have previously relied on WAN links, such as MPLS to ensure reliable connectivity services. However, as bandwidth requirements rapidly increase across larger organisations with video consumption and a multitude of cloud application usage, MPLS can only deliver to a certain level before it reaches it’s limits. Dependent on your organisations usage levels and future requirements you may require an alternative to MPLS to deliver the output you need. Our dedicated connectivity consultants will propose the best solution for you. What is SD-WAN? Software Defined Wide Area Networking commonly known as SD-WAN is a virtual wide area network that enables organisations to leverage a combination of connectivity services including MPLS, LTE and broadband services to securely connect users to applications.   SASE Solutions Secure access service edge (SASE) is a network architecture that combines VPN and SD-WAN capabilities with cloud-native security functions, such as secure web gateways, cloud access security brokers, firewalls, and zero-trust network access. Get in touch Delivering a world class customer experience Opus pride themselves on delivering an outstanding customer experience and hold the Service...

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### Internet Solutions

> Whatever your broadband requirements may be, we provide a wide range of business internet solutions from fibre to leased lines and 5G

- Published: 2022-12-23
- Modified: 2024-05-08
- URL: https://www.opustech.co.uk/telecoms/internet-solutions/

IT SOLUTIONSBUSINESSINTERNETSOLUTIONSConverge your voice & data traffic and enjoy faster speeds, reliable connectivity and resiliency with Opus connectivity We provide a wide range of business internet solutions from fibre to leased lines and 5G Whatever your broadband requirements may be, it is important that as well as obtaining the right price, you get the reliability and support you need for your business. As an independent network services reseller, we are not bound to a single provider. This means we’re able to source quotes from the whole of the market, to give you the best quality and value for money, backed by our ServiceMark accredited customer service. Super fast, business grade internet without any disruption Business internet solutions offer reliable, high-speed connectivity tailored to the needs of organisations, ensuring uninterrupted access to critical applications and services.  With scalability and security features, businesses can easily adapt to changing demands and protect sensitive data from cyber threats. Dedicated support services further enhance reliability, making business internet solutions an essential component for efficient operations and competitiveness in the digital age. Get in touch Our business internet solutions Business Grade BroadbandOur business broadband solutions include SoGEA and FTTP. Fibre To The Premise (FTTP) is commonly known as 'full fibre' broadband providing fast speeds of up to 1Gbps/115Mbps Leased LinesOpus can provide a wide range of leased line solutions. If you are looking for an ultra-fast internet connection, a dedicated leased line provides your organisation with fully exclusive un-interruptable upload and download speeds. Resilient ConnectionsDepending on your...

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### Cyber Essentials

> Cyber Essentials Plus is the top level certification from the Cyber Essentials scheme. It is a more rigorous test of your cyber security.

- Published: 2022-12-23
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/cyber-security/cyber-essentials/

CYBER SECURITY SOLUTIONSCYBER ESSENTIALS PLUS CERTIFICATIONOur cyber security consultants will help your organisation to achieve the Cyber Essentials Plus certification Opus can help you to achieve cyber security compliance with Cyber Essentials Cyber security compliance is at the forefront for midmarket and enterprise level organisations. Often achieved in addition to ISO 27001 (Information Security Management System), the Cyber Essentials certifications are backed by the UK Government and are now a requirement of many tenders and frameworks. The two types of Cyber Essentials certifications for organisations There are two types of Cyber Essentials certification. Cyber Essentials and the Cyber Essentials Plus, completed once Cyber Essentials has been achieved. The Plus is comprehensive cyber security certification, and fully assessed by our team of accredited assessors. The areas covered with Cyber Essentials control framework Cyber Essentials Plus requirements are built on achieving five cyber security controls to helps mitigate cyber-attacks including malware, ransomware and phishing, identifying known/unknown vulnerabilities and more. 1FIREWALLS AND ROUTERS  Securing your Internet connection 2SECURE CONFIGURATION Securing all your company devices, applications and software 3ACCESS CONTROL Control access to your data and services 4MALWARE PROTECTION Protection against viruses and other malware 5SOFTWARE UPDATES Keeping your devices and software up to date  Why do organisations strive to achieve the ISO27001 and Cyber Essentials certifications? There is some overlap between ISO 27001 and Cyber Essentials Plus. Achieved together, they demonstrate high compliance levels and commitment to cyber security for your organisation but this is also reflected to current and prospective clients. Whilst ISO 27001 is formed of...

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### Cyber Security Consultancy

> Fully tailored cyber security consultancy services designed to protect, respond and ensure your business can recover from cyber attacks.

- Published: 2022-12-23
- Modified: 2025-03-21
- URL: https://www.opustech.co.uk/cyber-security/

CYBER SECURITYCYBER SECURITY CONSULTANCYOpus provide a wide range of market leading cyber security  consultancy and services to secure and protect your organisation. Market leading managed cyber security consultancy designed to protect your business Opus provide a comprehensive range of cyber security consultancy  services designed to safeguard your business against the ever-evolving landscape of cyber threats and cyber attacks. As the UK’s leading independent managed service provider, we specialise in providing industry leading cyber security solutions that ensure your business remains protected, fully compliant, and future-proofed. Our team of cyber security consultants fully understand the unique challenges faced by all businesses and analyse your specific requirements to deliver a best practise and fully tailored cyber solution. Comprehensive cyber security protection for every aspect of your business Our core cyber security consultancy services address the most pressing security needs of your business, starting with 24/7 threat detection and response, EDR, or MDR. Our consultants will configure constant proactive monitoring to detect any potential cyber threats to ensure they are identified and responded to, minimising downtime and reducing the risk of data breaches. Get in touch We are strategic partners with the following cyber security solutions As a Microsoft Solutions Partner and as platinum partners with Acronis, Sophos, Mimecast and Cisco Meraki. Opus are technology agnostic, and our IT consultancy team can advise on the best suited cyber security solutions to meet your business needs. Ensuring secure, seamless connectivity with advanced network protection Our cyber security consultants also specialise in network security, implementing robust...

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### Managed Cloud

> Opus provide a wide range of managed cloud services include cloud migration, configuration, optimisation, security, and maintenance to enhance your IT operations.

- Published: 2022-12-23
- Modified: 2024-12-17
- URL: https://www.opustech.co.uk/it-services/managed-cloud/

IT SERVICESMANAGED CLOUDSERVICESWe offer a wide range of full or part management of your organisation's cloud services. Our managed cloud services are designed to fully manage cloud infrastructure and operations across your business​ We provide a comprehensive range of manage cloud solutions designed to optimise your business's cloud infrastructure. Whether you require partial or full management of your cloud services, our IT Consultants oversee every aspect of your cloud environment from migration and maintenance to continuous optimisation and security. Empowering your business with scalable, secure managed cloud solutions As a leading managed cloud service provider, Opus help businesses unlock the full potential of their cloud environments, enhancing efficiency, security, and scalability. Our solutions span private, public, and hybrid cloud environments, and all are flexible ensuring they accommodate your specific business needs.  You’ll also gain peace of mind knowing that your cloud environment is being expertly managed, optimised for performance, and secured against evolving threats. Consistent service levels gain trust with our clients Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock. Net Promoter Score 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high Customer Satisfaction 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus First Time Fix on a P1 99. 2 % We pride ourselves on delivering fast...

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### Gamma Solutions

> As one of the UK's few Gamma Platinum Partners, Opus provide a range of unified communication solutions, phone systems, Microsoft direct routing and much more.

- Published: 2022-12-23
- Modified: 2024-06-03
- URL: https://www.opustech.co.uk/partners/gamma-solutions/

STRATEGIC PARTNERSONE OF THE UK'S LEADING GAMMA PARTNERSOpus are uniquely positioned to design, deliver and support any Gamma Horizon service and/or SIP Trunking requirements that you may have. Opus provide a wide range of Gamma UCaaS communications solutions Opus are an accredited Gamma partner, one of the handful of Gamma Platinum Partners in the UK. Gamma is a leading provider of Unified Communications as a Service (UCaaS) into the UK with a comprehensive portfolio of communications services and cloud-based services such as SIP Trunking and Hosted PBX.   Our experienced solution designers, engineers, project managers and account managers will work together with you – first to understand your requirements and match the right Gamma solution to your business needs, then to seamlessly manage the entire deployment process so you can enjoy the benefits. Our Gamma solutions HORIZON COLLABORATEGamma’s cloud-based Horizon Collaborate offers instant messaging, presence, voice, video, desktop and application sharing that is compatible with any device and allows employees to access business communications and collaborations from any device in any location. Find out more HORIZON CONTACT CENTRESimplify your customer engagement when it matters most Gamma Horizon Contact Centre is an integrated business communication and customer contact solution for small to medium size businesses, that want to simplify multi-channel customer interaction and make it easier for customers to engage with them. Find out more GAMMA SIP TRUNKSFuture proof your communications Gamma SIP trunks offer multiple flexible call lines, unlimited direct dial ranges and caller display and provide you with the ability to converge...

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### Mitel Partner

> Opus Technology are the largest Mitel Partner and reseller in the UK. A Mitel platinum partner with experience across the Mitel portfolio.

- Published: 2022-12-23
- Modified: 2025-03-28
- URL: https://www.opustech.co.uk/partners/mitel-solutions/

STRATEGIC PARTNERSTHE UK'S MOST TRUSTED MITEL PARTNERWe are one of the leading independent and privatelyowned Mitel platinum partners in the UK. Opus are the trusted Mitel partner delivering cutting-edge unified comms and collaboration solutions As one of the largest Mitel partners, Opus deliver comprehensive deployment and support services across the complete range of Mitel solutions. Our Mitel expertise spans traditional telephony, unified communications, and contact centres, both on-premise and in the cloud. With a fully tailored approach, our Mitel Solution Consultants are some of the most experienced Solution Designers, Engineers, Project Managers and Account Managers in the UK, their specialist knowledge across all the Mitel estate ensures we always deliver a solution fit for the needs of our customers. Opus are a reliable Mitel partner for proactive Mitel support that delivers value Our customers choose to work with us for our known reputation as a reliable and proactive Mitel solution partner. We are committed to delivering value, seamless integration, and unparalleled Mitel support throughout your journey towards unified communications or contact centre excellence. Get in touch High levels of Mitel expertise and fast and efficient support By choosing Opus as your Mitel partner, you'll benefit from prompt support, valuable insights, and strategic recommendations to propel your business forward. You can streamline your support experience with our customised plans that strike the perfect balance between functionality, cost-effectiveness, and expertise. Our extensive experience with PBX configurations and infrastructure allows us to handle troubleshooting, maintenance, and support internally, resulting in faster issue resolution and greater efficiency... .

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### 8x8 Partner

> We are the UK's number 1 8x8 partner. A trusted reseller providing the full portfolio of 8x8 business communication solutions.

- Published: 2022-12-23
- Modified: 2025-03-28
- URL: https://www.opustech.co.uk/partners/8x8/

STRATEGIC PARTNERSTHE UK'S #1 8X8 PARTNEROpus are an accredited 8x8 partner and reseller. Providing 8x8 Unified Communications and Contact Centre Solutions Opus Technology are the leading 8x8 reseller in the UK and were the first UK 8x8 platinum partner to be officially accredited to deliver their unified communications and contact centre solutions. "Opus continue to perform at the highest level from end to end through to sales and delivery into in-life support. . they are a true leader in their field". Darren Foster - 8x8 Director of Global Professional Services 8x8 were recognised in the Gartner Magic Quadrant for UCaaS and CCaaS in 2022 As an accredited 8x8 reseller, Opus provide the full 8x8 solution portfolio which includes voice (UCaaS), video, chat and contact centre solutions (CCaaS), designed to accommodate the needs of SME to enterprise level businesses.  Coupled with our outstanding service offering, Opus empower our clients to effortlessly integrate 8x8 technology, and enhance their customer experience with the reassurance they are supported by our service desk of vendor trained, specialist 8x8 engineers. Get in touch The core features of ANALYTICS & REPORTINGReal time analytics, historical reporting, customisable dashboards, speech analytics and third party integrations help you use insight to improve performance. MULTI CHANNEL CAPABILITYClients can seamlessly communicate with customers through their preferred channel, including voice, video, chat, email, and social media to provide a consistent and personalised experience. ARTIFICAL INTELLIGENCE8x8's AI-powered insights and workflows enable clients to analyse their UC and contact centre data and automate tasks to provide an efficient and personalised...

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### Mobile Voice Recording

> Business Mobile Voice Recording (MVR) is a highly secure way of recording both mobile calls and SMS messages within your business.

- Published: 2022-12-23
- Modified: 2024-07-31
- URL: https://www.opustech.co.uk/mobile/mobile-voice-recording/

BUSINESS MOBILE SOLUTIONSBUSINESS MOBILE VOICE RECORDINGRecord incoming and outgoing mobile calls and SMS messages from mobile devices with our mobile voice recording solutions. Business mobile call recording helps you accurately record all mobile calls and SMS messages Mobile voice recording (MVR) developed by EE is a network-based service designed to address the regulatory requirements faced by financial institutions, particularly those outlined by the Financial Conduct Authority (FCA), the Dodd-Frank Act, and the MiFID directive. Following the FCA's decision in 2011 to eliminate the recording exemption for mobile phones, the need for comprehensive recording of client-related conversations became paramount. MVR enables businesses to ensure compliance with these regulations while also helping in the resolution of trading disputes and mitigating risks associated with unauthorised trading activities. Mobile voice recording is available as hosted, on premise or as a hybrid solution Our business mobile recording solution is designed to boost users productivity whilst providing a highly secure environment to log, track and record mobile calls across your organisation while making sure your business remains compliant with the latest regulations. Whether you work in an industry legally required to record and store certain business conversations, or whether you want to follow best industry practices to protect your brand, deliver a higher customer experience and be fully compliant, mobile voice recording is implemented by many mid-market and enterprise level organisations across the UK. Seamless integration with mobile devices to capture mobile conversations without causing disruption What sets mobile call recording apart is its seamless integration with mobile devices...

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### Mobile Device Management

> Mobile device management (MDM) is a security solution that enables businesses to manage and secure employee's mobile devices.

- Published: 2022-12-23
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/mobile/mobile-device-management/

BUSINESS MOBILE SOLUTIONSMOBILE DEVICE MANAGEMENT SOLUTIONSWith mobile device management, businesses can easily manage their employees’ work devices, whether they are personally owned or owned by the business no matter their location. Secure and easy to manage mobile device management solutions Mobile Device Management (MDM) solutions provide businesses with a flexible, cost-efficient management solution to monitor and control access to networks, emails, and files across all devices including smartphones, tablets, and laptops.  Whether devices are personally owned by employees or are company owned devices, Mobile Device Management solutions are designed to safeguard business data, support your workforce, and future-proof your organisation against any emerging threats. With a management solution deployed you have full control to enable specific employees seamless access to essential business resources. You can also ensure your employees remain compliant with corporate policies. Mobile Device Management solutions supports a range of devices regardless of the operating system MDM enables businesses to streamline security and functionality across various platforms. Our solutions also integrate with unified endpoint management systems, creating a solid foundation for managing all devices and endpoints within the business. Enterprise Mobility Management (EMM) includes solutions like Mobile Application Management (MAM) to control app deployment and usage as well as Mobile Device Management (MDM) to control devices. Together, these three tools empower businesses to maintain enhanced security and productivity across a wide array of devices. Efficient service is key to delivering exceptional value Our mobile support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace...

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### Partners

> Opus only partner with the best vendors in the industry - We partner at the highest levels with a select number of service providers.

- Published: 2022-12-23
- Modified: 2025-03-17
- URL: https://www.opustech.co.uk/partners/

WE ONLY PARTNER WITH THE BEST... OUR STRATEGIC PARTNERSOpus are platinum partners with a range of industry leading vendors. Opus only partner with the best vendors in the industry We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services. We are one of the first MSP's to measure Vendor NPS (vNPS) Maintaining strong connections with our vendor partners is crucial for our success. To ensure the quality of these relationships, we regularly assess the vendor Net Promoter Score (vNPS) on a quarterly basis. This score, coupled with detailed feedback covering all aspects of our partnership, empowers us to continually improve and cultivate long term, meaningful relationships. Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Customer Support

> Welcome to your Opus Customer Support page – how can we help you? Here are the ways our existing customers can get in touch with us.

- Published: 2022-12-23
- Modified: 2025-01-09
- URL: https://www.opustech.co.uk/customer-support/

CUSTOMER EXPERIENCECUSTOMER SUPPORT HUBHere's how we can assist you. Welcome to the Opus customer support page Here are the ways our existing customers can get in touch with us. RAISE A TICKETRaise a service request or view previous tickets using our customer portal. Click here to request login details. CALL USFor the quickest response call us on 020 8545 8545 Calls are usually answered within 20 seconds. LIVECHATDuring office hours you can contact to our support team quickly using our web chat facility below. EMAIL USRequest support via email during office hours tocustomerservices@opustech. co. ukWe typically respond within 4 hours. Escalation and Feedback Processes Your satisfaction is our priority. If for any reason you cannot contact the Opus representative dealing with your issue please click below for details of how you can escalate you issue or provide customer feedback.   escalation process FEEDBACK PROCEDURE Access live service update information on X VIEW OUR X FEED Billing Portal Click below to assess the Online Billing Portal and ensure you have your user name and password to hand. If you are a customer and wish to have access to the Online Billing Portal please email billing@opustech. co. uk to request a user name and password. access our portal Customer Service Standards of Excellence Following our 7 step process allows us to not only exceed your expectations, but also endeavour to proactively minimise the possibility or re-occurrence of disruption to your business, so you always stay connected with your customers. For example if you were to report a fault...

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### Document Management

> Document management touches every part of a business – from design and technical drawings, to marketing, sales, shipping and invoicing.

- Published: 2022-12-23
- Modified: 2024-09-17
- URL: https://www.opustech.co.uk/document/

MANAGED PRINTDOCUMENT MANAGEMENTOur document management service lets you capture, track, store, manage and print from anywhere.   Take control of your document management Whatever industry you're in, there will be documents to manage – both electronic and physical. With more people than ever working remotely, document management has become increasingly important. And the concept of paperless offices is becoming an everyday reality, especially with the growth in cloud storage services.  Part of our Together range, Opus Document offers solutions to all your document management needs. These include efficient storage, sharing, search and discovery of electronic documents, printing and scanning of physical documents, improving workflows, and general document editing and management tasks. Streamline your document management Document management touches every part of a business – from design and technical drawings, to marketing, sales, shipping and invoicing. Documents are passed between departments and in and out of your business, all requiring actions and signatures.  Some suppliers and contractors still deal with paper, so any DMS (Document Management System) needs to have a document scanning solution. This often works as a standalone, or as part of an OCR (Optical Character Recognition) scanning software package. It means any such paperwork, such as invoices, receipts, or other documents can be scanned so that a digital copy is archived, while the paper version is recycled. Why do clients choose to partner with Opus? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur...

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### Leased Lines

> Dedicated business leased lines also known as Dedicated Internet Access (DIA) is a high-speed and secure internet connection designed for businesses of all sizes.

- Published: 2022-12-23
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/leased-lines/

TELECOMS SOLUTIONSDEDICATED BUSINESS LEASED LINES A dedicated business leased line is an uncontended connection between your business premises and the local exchange. Benefit from enhanced security and high speed internet with dedicated business leased lines A business leased line is a dedicated, symmetric data connection that provides exclusive and consistent internet access. Unlike traditional broadband connections, where bandwidth is shared among multiple users, a leased line for business provides bandwidth solely for the use of that business. This ensures high-speed, reliable, and uninterrupted connectivity, making leased lines ideal for businesses that require constant access to the internet for critical operations such as data transfer, video conferencing, and hosting applications. Business leased lines also provide enhanced security features, ensuring the protection of sensitive business data. Benefit from unmatched reliability with a dedicated leased line for business Business leased lines guarantee a stable and consistent connection, ensuring your business operations run smoothly round the clock. With a dedicated leased line, you’ll quickly overcome the frustrations of dropped connections and slow loading times. With a dedicated business leased line you will experience lightning-fast upload and download speeds tailored to your business needs and with symmetric bandwidth, you'll benefit from equally fast speeds for both uploads and downloads, maximising productivity and efficiency across your business. Leased lines provide enhanced security measures with a leased line for business Protect your sensitive business data and communications with the robust security features of leased lines. With dedicated bandwidth and encryption protocols leased lines provide a secure foundation for your digital...

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### Contact Centre Solutions

> Opus Tech are specialists in delivering omni-channel contact centre solutions. We are platinum partners with Mitel, Cirrus and Five 9.

- Published: 2022-12-23
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/contact-centre-solutions/

CX TRANSFORMATIONMARKET LEADINGCONTACT CENTRE SOLUTIONSSpecialists in delivering state of the art, multi channel and omni channel contact centre solutions. Deliver outstanding CX with our advanced contact centre solutions Opus is the largest independent managed service provider in the UK. We are the #1 Five9 and 8x8 partner in EMEA and a Mitel platinum partner. Our contact centre solutions unify all digital channels into a seamless, cohesive experience, ensuring consistent customer experiences from start to finish. Whether your customer journey begins on SMS, web chat, or a phone call, our system ensures smooth transitions without interruptions. Your agents can access the entire communication history in real time on a single screen, delivering a higher level of customer experience and eliminating the need for customers to repeat themselves. This not only enhances the customer journey but also improves overall agent experiences, enabling faster, more effective issue resolution. Enhancing your contact centre solution using artificial intelligence Artificial Intelligence is enhancing contact centre solutions, intelligently delivering smarter, faster, and more personalised interactions. With AI-powered contact centre solutions, businesses can elevate their customer relationships by leveraging intelligent chatbots to handle routine enquiries, freeing up contact centre agents to handle more complex tasks. Get in touch Our strategic partners Our support performance metrics give you added peace of mind NET PROMOTER SCORE 0 Month on month we survey our customers to ensure our customer experience levels remain consistently high CUSTOMER SATISFACTION 97. 5 % CSAT is measured closely to ensure our customers are satisfied with their products, services,...

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### Contact Centre

> Opus are specialists in delivering complicated contact centre solutions to transform the CX levels across your business.

- Published: 2022-12-23
- Modified: 2025-01-07
- URL: https://www.opustech.co.uk/contact-centre/

CX TRANSFORMATIONCONTACT CENTRE PARTNERElevate the contact centre experience to the next level using our extensive expertise and market leading CCaaS platforms. Elevate CX by choosing Opus as your trusted contact centre partner Opus provide the complete suite of contact centre solutions designed to exceed your customers’ expectations at every stage of the customer journey. We act as a dedicated contact centre partner to our clients and provide tailored solutions to streamline processes, integrate innovative applications, and create seamless customer journeys. Whether you're looking to transform your call centre platform with cutting-edge features or optimising your current contact centre setup, Opus are fully equipped to help you achieve operational efficiency using the latest technologies and future proof your contact centre. The right contact centre partner will enable you to deliver the best outcomes Navigating the complex landscape of contact centre technologies can be daunting. That’s where having the right contact centre partner makes all the difference. Our team of contact centre consultants will work with you to design, deliver, and manage a bespoke blend of solutions, whether you need a standalone application, an omnichannel upgrade, or cloud-based Contact Centre-as-a-Service solution (CCaaS).  By combining your requirements with our experience, we help you integrate seamlessly with unified communications, CRM systems, and workflows to empower your teams to deliver an exceptional customer experience. Consistently high SLAs deliver our clients exceptional value Our contact centre support services deliver prompt issue resolution, lower operational costs, and proactive problem-solving, ensuring your contact centre operates seamlessly and efficiently 24/7... .

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### IT Services

> Market leading business transformation solutions, our Together range, Opus Transform offers end-to-end outsourced IT support services.

- Published: 2022-12-23
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/it-services/

IT SERVICESIT SOLUTIONSImprove employee productivity with a modern desktop and advanced security solutions Market leading outsourced IT solutions Opus provides end-to-end outsourced IT support services. It gives you access to 24/7 on-demand support from our highly skilled in-house, UK based IT Technical Support Team.  Moreover, we can help you establish a technology strategy, design, build and migrate your IT architecture to the cloud and proactively manage your Microsoft cloud solutions, freeing you up to manage your essential business systems. We only partner with organisations where we can truly add value and expertise We're a Microsoft Gold Partner for Cloud Productivity. And we were recently named UK Partner of the Year at the Vuzion Cloud Awards 2022 and UK Partner of the Year and UK Modern Workplace Partner at the Vuzion Cloud Awards 2021. So when you partner with Opus for your IT support services, you get the peace of mind that your essential IT services and support are in safe hands. Get in touch Award winning service and support We're a Microsoft Gold Partner for Cloud Productivity. And we were recently named UK Partner of the Year at the Vuzion Cloud Awards 2022 and UK Partner of the Year and UK Modern Workplace Partner at the Vuzion Cloud Awards 2021. So when you partner with Opus for your IT support services, you get the peace of mind that your essential IT services and support are in safe hands. Service Delivery (Managed IT but better ... ) We work best when you consider...

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### Private Unified Comms Solutions

> We provide a range of secure private unified communications solutions to help increase productivity and enable you to operate more efficiently

- Published: 2022-12-23
- Modified: 2024-07-23
- URL: https://www.opustech.co.uk/telecoms/private-unified-comms-solutions/

TELECOMS SOLUTIONSPRIVATE UNIFIED COMMUNICATIONS SOLUTIONSPrivate unified communications solutions are hosted on-premises or within a dedicated private cloud environment. On premise, highly secure business telephony solutions We provide a wide range of private unified communications solutions that help increase productivity, streamline process and enable your organisation to operate more efficiently as well as improving customer experience. Our private unified comms solutions have a wealth of easy to use features hosted in your own private and highly secure area on premise, in managed Infrastructure as a Service (IaaS) or in the future, the public cloud. Benefit from the additional security benefits that private unified communications solutions can offer Private unified communications provide greater control over data security and privacy. Sensitive information, such as financial data, intellectual property, and confidential communications are better protected in a private environment compared to public cloud solutions. Our range of private unified communications solutions enable businesses to implement fully customised security measures and protocols to meet their specific needs, ensuring compliance with industry regulations and standards. Private unified comms solutions can be tailored to unique business requirements With private unified comms, businesses have the ability to integrate with existing business applications and systems seamlessly. Custom features and functionalities can be developed to enhance workflow efficiency and support specific business processes. Dedicated infrastructure and resources minimise the risk of downtime and performance issues that can occur with shared public solutions. This is particularly important for businesses that rely heavily on uninterrupted communication for their operations. We work with the following...

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### Telecoms

> Opus provide a wide range of reliable business telecoms including business VoIP, SIP trunks, business fibre broadband.

- Published: 2022-12-23
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/telecoms/

TELECOMS SOLUTIONSBUSINESSTELECOMSSERVICESOur business telecoms services provide private and cloud unified communication solutions and Microsoft Teams solutions. We provide a wide range of business telecoms solutionsdesigned to elevate your communications Opus provide a wide range of comprehensive business telecoms services. From VoIP telephony, IP telephony, and Microsoft Teams integration to robust on-premise systems and contact centres, we ensure seamless connectivity, enhanced functionality, and added flexibility to future-proof your business communications. Our fully managed business telecoms solutions integrate seamlessly with your existing systems and desktop collaboration tools. We tailor our comprehensive support packages to your specific operational requirements. Whether you need on-platform contact centre solutions or CCaaS (Contact Centre as a Service) solutions, our service desk will keep your telecoms systems secure, updated, and optimised around the clock. Boost efficiency with tailored cloud and on-premise business telecoms solutions Our telecoms solutions are designed to enhance productivity while reducing operational costs. VoIP and IP telephony revolutionise business communication by enabling voice and multimedia calls over the internet.  These technologies eliminate the need for traditional phone lines, and provide advanced features such as call management, voicemail-to-email, and video conferencing. Our VoIP and IP telephony solutions ensure your teams stay connected, agile, and collaborative—no matter where they are. Get in touch Efficient telecoms support is key to delivering exceptional value Our telecoms services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your business telephony is fully supported and performing optimally. Net Promoter Score 0 Month on month we...

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### Why Opus

> At Opus we have our aim and customer promises; To be the most successful independent technology partner in the UK.

- Published: 2022-12-15
- Modified: 2024-06-27
- URL: https://www.opustech.co.uk/why-opus/

WHAT MAKES US UNIQUE? WHY CHOOSE TO PARTNER WITH OPUS TECHNOLOGY? What makes us different and why do our clients develop long term relationships with us? Opus deliver outstanding customer experience every single day We pride ourselves on delivering a consistently outstanding customer experience and hold the Service Mark accreditation from the Institute of Customer Service.  We are the only Managed Service Provider in the UK to have been awarded this.  As a business we are a customer-driven and service-led technology provider, and our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients. VIEW OUR VALUES Current Performance Metrics Opus ranked 'World Class' in the 2024 Best Companies to Work for Awards Opus achieved the 3 star rating this year which is the highest category in the Best Companies awards!   If you are keen to join a business with a fantastic culture and a clear vision, please view our latest vacancies. Careers at opus What sets us apart? OUTSTANDING CUSTOMER EXPERIENCEIt’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver. COMMITTED TO HIGH STANDARDSOur world class expertise is delivered by our internal teams and best of breed tech partners. FULLY TAILORED STRATEGIC SOLUTIONSWe are technology agnostic and only deliver a business outcome driven approach. CONSISTENT SERVICE LEVEL PROMISEWe provide fully comprehensive reports, dedicated contacts and financially backed SLAs. We work with the following partners We partner at the highest levels with a...

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### IT Outsourcing

> Opus are a market leader who provide fully outsourced IT support services including 24/7, out of hours or extended hours support.

- Published: 2022-11-19
- Modified: 2024-10-24
- URL: https://www.opustech.co.uk/it-services/it-outsourcing/

IT SERVICESOUTSOURCED IT SUPPORT SERVICESFully managed outsourced IT support and consultancy for SME and mid- market organisations Opus provide a wide range of outsourced IT support services for businesses looking to take their IT operations to the next level Opus provides a wide range of outsourced IT support services for businesses looking to take their IT operations to the next level. As one of the leading IT outsourcing companies in the UK, our outsourced IT support services encompass everything from 24/7 helpdesk support to network maintenance, data backup, and market-leading cybersecurity services. We offer an agnostic approach to IT and are accredited with world renowned vendors such as Microsoft, Mimecast, Cisco Meraki, Acronis and more to give you the freedom to choose the best suited technologies for your organisations needs without being tied to any specific brand or platform. Outsourced IT support services that consistently deliver added value At Opus, we pride ourselves on delivering a world-class customer experience, backed by our Service Mark accreditation from the Institute of Customer Service. In fact, we are the only managed service provider to hold this accolade.  Our consistent service performance is reflected in our high customer satisfaction and Net Promoter scores, as well as live customer reviews. We deliver fast and efficient service levels to every customer who calls our service desk. Get in touch Don't just take our word for it,We've received industry recognition... In 2024, Opus were ranked position #210 in the world by the MSP 501 awards. We are the only managed...

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### Current Clients

> %%excerpt%%

- Published: 2021-06-30
- Modified: 2025-02-14
- URL: https://www.opustech.co.uk/current-clients/

WHO DO WE WORK FOR? OUR CURRENTCLIENTS Our clients range from SMB, SME to mid-market and enterprise organisations Some of the businesses Opus work with Opus Technology work with over 1,000 clients in private and public sector across the UK and Europe. Here's a few of them. Find out more about how Opus can add value to your business Reigate Office London Court 39 London RoadReigateSurreyRH2 9AQView on map London Office 60 Cannon StreetLondonEC4N 6NPView on map Hitchin Office 2nd Floor Regal Chambers 49-51 BancroftHitchinHertfordshireSG5 1LLView on a map GET IN TOUCH

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### Blog

> The Opus Blog - Stay up to date with the latest industry news, insights and thought leadership pieces from our team.

- Published: 2021-06-29
- Modified: 2024-12-31
- URL: https://www.opustech.co.uk/blog/

WELCOME TO THE OPUS BLOGStay up to date with the latest insights and thought leadership.

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### Contact Us

> Contact Opus today and speak to one of our expert team about your needs. We would love to discuss your requirements.

- Published: 2021-06-24
- Modified: 2025-01-09
- URL: https://www.opustech.co.uk/contact-us/

READY TO TRANSFORM YOUR BUSINESS? ARRANGE A CALL BACK WITH A CONSULTANT Please leave your details and one of our consultants will call you back very shortly. On the call our consultants will Take some time to learn more about your requirements and how we can work together to help you to achieve them Arrange a technical deep dive to align your outcomes with our relevant technology solutions Share some relevant client case studies to inspire you current client? you can access Support here Please note: In line with GDPR legislation, if you submit an enquiry using this form you are agreeing to our T&C’s and Privacy Policy. Call us: 0800 3167566 Some of the businesses Opus support Our office locations REIGATE Office addressLondon Court 39 London RoadReigateSurreyRH2 9AQ LONDON Office address60 Cannon StreetLondonEC4N 6NP  HITCHIN Office addressRegal Chambers 49-51 Bancroft, HitchinHertfordshireSG5 1LL We look forward to speaking to you

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### Home Page

> Opus Technology deliver best of breed telephony, contact centre, managed IT, business mobile & digital technology solutions.

- Published: 2021-06-23
- Modified: 2025-03-18
- URL: https://www.opustech.co.uk/

WELCOME TO OPUSTHE NEXT LEVEL MANAGED SERVICE PROVIDERDelivering world class business telephony, contact centre, managed IT,  business mobile, IoT & managed print solutions wrapped with outstanding customer experience. CX TRANSFORMATIONTELECOMS MANAGED ITMOBILE & IoTMANAGED PRINT Partner with the UK's largest independent managed service provider We are the only MSP in the UK awarded a distinction grade from the Institute of Customer Service. If you are looking for next level managed services wrapped with outstanding customer experience, Opus is the right partner for your business. We are specialists in delivering contact centre, business telecoms, managed IT, business mobile, IoT and managed print consultancy.   As the chosen managed service provider for over 1,000 large SME, mid-market, enterprise and public sector organisations across the UK, we continually receive industry recognition and outstanding customer feedback for our services and solutions. Some of the businesses we support We work with businesses to add extensive value and managed service expertise Our clients appoint us when they are seeking an experienced technology partner with the proven capability to deliver strategic business transformation. Opus are proud to be the only managed service provider in the UK to be accredited with Service Mark from The Institute of Customer Service. The process to achieve this is very comprehensive and spans a number of disciplines including the organisation independently surveying 100 of our customers. Get in touch Efficient and consistent service is key to delivering excellence As a leading managed service provider our job is to provide consistently high levels of service and support. A variety...

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## Posts

### Opus is the only MSP to be awarded the Service Mark Distinction grade from the Institute of Customer Service

> Opus are the only Managed Service Provider in the UK to receive the Service Mark Distinction Grade from the Institute of Customer Service.

- Published: 2025-03-21
- Modified: 2025-03-27
- URL: https://www.opustech.co.uk/blog/opus-awarded-service-mark-distinction-grade-from-ics/
- Categories: Awards

We're absolutely delighted to be awarded the ServiceMark Distinction grade this year. This marks our third consecutive successful accreditation with the Institute of Customer Service (ICS). Our Head of Service Delivery, Georgina McKenna share's some of the assessor’s observations that helped us to achieve this, each of them showcase our solid commitment to delivering exceptional customer experience. As a business we undertook the assessment stage in February, this involved our customer base being independently surveyed as well as our staff as well as an audit of all the activities we undertake internally. Here's some of the highlights: The Institute of Customer Service assessor noted a clear dedication to outstanding customer service across all levels of our organisation. From leadership to frontline staff, there is a consistent customer-first mindset, proactive problem-solving, effective communication, and a genuine passion for exceeding expectations. Processes are streamlined, feedback is actively sought and implemented, and a culture of continuous improvement is evident at every level. Vision, Mission, and Core ValuesOur company’s Vision and Mission Statements encapsulate our dedication to our clients. The assessor observed that our values influence every aspect of our operations, from recruitment and training to reward and recognition initiatives. Customer-Centric Processes and Feedback MechanismsOur clearly defined standards, centred around customer experience, scored highly. We regularly measure customer perceptions through surveys and observations, openly communicate service performance results, and utilise this data to identify areas for improvement. Clear performance targets are monitored internally, and service level agreements are tailored to each contract, ensuring customer expectations are set...

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### Opus awarded EMEA Partner of the Year and Partner Marketing Excellence at Five9 Global Partner Awards

> Opus were crowned as double winners at the 2025, Five9 partner awards held at the Sheraton San Diego. Winning both EMEA Partner of the Year and Marketing Excellence.

- Published: 2025-02-04
- Modified: 2025-02-07
- URL: https://www.opustech.co.uk/blog/opus-awarded-two-five9-global-partner-awards-2025/
- Categories: Five 9

I am really pleased to announce that Opus were recently awarded both the EMEA Partner of the Year award and the Partner Marketing Excellence award at the 24/25 Five9 Global Partner Awards held at the Sheraton Resort in San Diego this week. Five9's annual Global Partner Awards recognise the achievements of its global ecosystem of channel partners, Systems Integrators (SIs), strategic alliance partners, and Independent Software Vendors (ISVs). Opus Technology received both the EMEA Partner of the Year award and the Partner Marketing Excellence award in recognition of our exceptional sales and marketing performance over the past 12 months. Double award winners EMEA Partner of the year award Winning the EMEA Partner of the Year award recognises Opus as the top revenue-generating partner for Five9 in the region and recognises the three key areas in which Opus excel in: partnership, innovation, and most importantly consistent results. Partner marketing excellence award Winning the Partner Marketing Excellence award validates the creative, data-driven, and strategic marketing initiatives we have designed and delivered this year and showcases our innovation and impact in driving demand, elevating brand presence, and generating measurable business results. Left to right; The Five9 Team including, Rhys Dunn, Stacey Cole, Jake Butterbaugh, Micheal O'Donnel - Opus CCO , Matt Dudleston - Opus Sales Director, Thomas John, William Irvine. We're absolutely delighted to be crowned as double award winners! "With an average of more than 20% organic growth year on year, Opus is poised to become the market leader in the MSP space. Our strategic...

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### A Guide to the Microsoft Price Increase and License Renewals 2025

> In April 2025 many businesses in the UK will have their Microsoft licenses coming up for renewal. Here is how you can save from the Microsoft price increase in 2025.

- Published: 2025-01-14
- Modified: 2025-01-15
- URL: https://www.opustech.co.uk/blog/your-guide-to-the-microsoft-licensing-price-increase-2025/
- Categories: Microsoft

Microsoft Licensing Price Decrease in 2025In recent months, there have been several announcements from Microsoft regarding changes in license costs. For many businesses, Microsoft licensing is coming up for renewal in April. There is no time like the present to start planning your renewal now, these changes have been put in place by Microsoft to ensure consistent pricing across different geographies and currencies. Our team could be saving you a significant amount of money, even if your current Microsoft licensing is not yet with Opus. 

We wanted to bring these changes to your attention to ensure you are informed and equipped to take full advantage of all potential savings. 2025 Microsoft Licensing ChangesMicrosoft will be implementing a 4-6% price decrease for licenses purchased in GBP. This decrease will take effect upon renewal of your licenses. 

2. April 2025 Price Increase
There will be a 5% price increase for annual commitments paid monthly. Additionally, there will be significant price increases for Teams Phone and certain MS Dynamics licenses. Now this means you could fall into 1 of 3 categories and how much you save will depend on the category you are in. Other Microsoft licensing changes15% promotion on Microsoft 365 Copilot until the 31st December 2025 – subscribe now to lock in the price15% promotion on Microsoft 365 E5 from 1st January 2025Price increase on 1st April for Power BI and Teams Phone5% price increase for CSP customers, purchasing an annual commitment, with monthly billing from 1st AprilMonthly billing option now available for Microsoft 365...

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### Opus & Polar Bears International - Press Release

- Published: 2024-12-06
- Modified: 2025-02-06
- URL: https://www.opustech.co.uk/blog/opus-pbi-pr/
- Categories: Social Responsibility

Opus Technology's partnership with Polar Bears International. The Opus fellowship update and visit from the charityRelease Date: 6th February 2025 Opus Technology, the UK’s largest independently owned managed service provider, based in Reigate, Surrey UK is thrilled to announce its sponsorship of Polar Bears International (PBI), the world’s only nonprofit organisation solely dedicated to the conservation of Polar Bears and the preservation of their crucial sea ice habitat. With a generous new funding initiative, Opus will sponsor a research fellowship to support emerging female scientists specialising in polar bear science, furthering groundbreaking research and conservation efforts. PBI are on a European visit and Opus’ will be hosting them at their headquarters to provide staff with an exclusive Lunch & Learn and the first in their community series.   What do Polar Bears International do?   PBI is a science-based organisation that focuses on both the long- and short-term challenges that polar bears face. They work to motivate action on the overarching threat to polar bears—climate change—and strive to maintain healthy populations in the short term. This includes coexistence efforts to keep polar bears and people safe, and projects to protect polar bear moms and cubs during the vulnerable denning period. In addition, they support long-term foundational research that answers key questions about polar bears and provides information on how the bears are faring.  Collaborating with creative partners to apply new technology in polar bear research and conservation, some of PBI’s current tech projects include synthetic aperture aircraft radar to locate dens hidden under the snow, "Bear-dar"...

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### Opus funds a 3 year sponsorship deal with Polar Bears International

> Opus technology is proud to announce their support of and new funding for Polar Bears International (PBI).

- Published: 2024-11-20
- Modified: 2024-11-26
- URL: https://www.opustech.co.uk/blog/opus-funds-3-year-deal-with-polar-bears-international/
- Categories: Social Responsibility

Opus Technology is proud to announce their support of and new funding for Polar Bears International (PBI), the only nonprofit organisation solely focused on the conservation of polar bears and the preservation of the sea ice they depend on. This funding will establish a new research fellowship dedicated to supporting emerging female scientists in polar bear science. Why Polar Bears International? Polar Bears International is the world’s leading science-based charity for polar bears. PBI collaborates with leading polar bear scientists from around the world working across the circumpolar Arctic to protect polar bears and their Arctic habitat. PBI is a 4-star rated charity (Charity Navigator) and a platinum seal of transparency holder (GuideStar). https://youtu. be/gKN2760r-r8? si=9Q8zEYFM77XCyMzd What does Polar Bears International do? Technology InnovationsCollaborating with creative partners to apply new technology in polar bear research and conservation. Current projects include synthetic aperture aircraft radar for detecting dens hidden under the snow, "Bear-dar" (A. I. radar) to detect approaching polar bears and help people and polar bears coexist, and "burr on fur" temporary tracking devices. Population studiesAssessing polar bear numbers, size, health, movement patterns, and responses to shrinking sea ice. Maternal Den ResearchDenning is the most vulnerable time in a polar bear’s life; at best only 50% of cub’s survive their first year. This research helps understand the impact of climate warming on survival rates and provides insights into den selection and den-emergence behaviour. The findings can be passed on to policymakers to provide the best guidelines for the protection of mums and cubs. Genetic ResearchAnswering key questions about the...

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### How to boost contact centre efficiency in FinServ organisations using Agent Assist

> Discover how Agent Assist boosts contact centre efficiency with AI-driven prompts, real-time support, and seamless upsell opportunities.

- Published: 2024-08-27
- Modified: 2024-09-30
- URL: https://www.opustech.co.uk/blog/the-secret-to-contact-centre-efficiency-for-financial-services-agent-assist/
- Categories: Contact Centre

When traditionally thinking about contact centre efficiency, we stumble into the world of manual tasks and cumbersome jobs for supervisors. They are less than efficient. Which is ironic. When we try to improve the customer experience or agent experience, the rest of the business suffers. So, the introduction of a tool called Agent Assist is a welcome one. The only thing needed from your side is a subscription and a fraction of agent learning time to unlock on-screen prompts, pop-ups, and analytics that boost the efficiency of your contact centre. You’ll wonder how you survived without it! How can you improve contact centre efficiency? Here are 4 ways to improve contact centre efficiency which will drain yours and other people's time. 1Spend weeks in a boardroom huddled around a whiteboard brainstorming2Run workshops with agents and supervisors, removing them from the frontline3Hire expensive consultants and business analysts to tell you what you already know4Trial and error various ways and means you find on Google and in other training manualsAnd here are some ways to improve contact centre efficiency without spending hours, days, and months of your time:Or... Turn on Agent Assist and benefit from instant answers, customised prompts, and on-the-spot agent training How Agent Assist can transform contact centres in the financial services industryWith Agent Assist, your call centre agents have access to an experienced subject matter expert with supervisor qualities and access to all your systems without needing a break for lunch. Picture the scene before Agent Assist... . When a new agent starts, they observe an experienced...

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### What insight can FinServ companies get from Speech Analytics?

> Discover how finance companies are transforming customer interactions with AI-driven speech analytics insights.

- Published: 2024-07-20
- Modified: 2024-09-30
- URL: https://www.opustech.co.uk/blog/what-insight-can-finance-companies-get-from-speech-analytics/
- Categories: Contact Centre

If you look at the marketing materials of most contact centre vendors, you’ll see speech analytics insights as the shining light. It’s got the most graphs and charts and is thrust upon you because of its visual nature.  But what can you actually learn from speech analytics? Let’s start at the beginning to make sure we’re on the same page. What is meant by speech analytics? Speech analytics is the result of all the calls you receive in your contact centre. Every time a customer interacts with an agent, algorithms and artificial intelligence (AI) are working away behind the scenes to provide insight into how that call went. The output is typically a real-time or historical report, repurposed into graphs and visuals to make the data easy to digest. What are the insights of voice analytics? When you implement voice analytics, expect to get the following information:Trigger words: Highlight what words and phrases cause emotion and derail calls. Real-time supervisor intervention: Notifications flagging a supervisor needs to take over a call in progress. Time of day analysis: Find out when customers are happy versus frustrated. Sentiment analysis: Interpreting language and voice inflection, you can understand how customers are feeling on a call; whether they become agitated or upset as the call progresses. Quality assurance: Ensure script adherence without reviewing every single call. Repeated topics: Uncover FAQs and underlying problems with your product to feedback to product and marketing teams. Cross-sell and upsell opportunities: Flag to agents the ideal time to push a new product or upgrade based on the conversation progress. When combined, you’ve got an analytics module providing you...

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### Vivid Vision Event 2024 - One Year On

> We came together as a business to reflect on our vision and explore the past years activity and clarify what's in store for each department.

- Published: 2024-06-17
- Modified: 2024-09-18
- URL: https://www.opustech.co.uk/blog/vivid-vision-2024/
- Categories: Opus

The entire Opus team came together on 14th June 2024 for our annual event; Vivid Vision – One Year On. A time for us all to reflect on our progress towards the three year vision we launched last year. This time around, our strategic partners were also present. The Vivid Vision - One Year On eventThis year, the entire Opus team gathered at a new venue, the Old Reigatian’s Rugby Club, for our annual event. Our strategic Vivid Vision, crafted a year ago, was designed to inform, motivate, and inspire our team, ensuring everyone is aligned on the path ahead. This year’s event featured a few new surprises, including the introduction of our elite sales awards and a discussion panel. Additionally, we welcomed our strategic partners, who generously sponsored various elements of the event. A warm welcomeStephen Brown our Service Delivery Director warmed up the crowd with one of his famous sudden death quizzes, this time it was heads or tails. Congratulations to Josh Jones for winning the quiz and grabbing the overnight stay voucher for the Brooklands Spa Hotel. “These events are so important for us as a business. Informing our team of significant developments, explaining why they are so important and motivating them to work together to achieve more for both themselves and us as a business. It's really quite something to see the engagement it creates. Stephen Brown - Service Delivery Director Understanding our Secret Sauce RecipeCEO Michael O’Donnell shared what the ingredients are for the Opus secret...

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### The benefits of automating ID&V In FinServ businesses

> Discover how automating identity verification can revolutionise your contact centre, boosting efficiency and cutting call times.

- Published: 2024-04-05
- Modified: 2024-09-30
- URL: https://www.opustech.co.uk/blog/the-benefits-of-automating-idandv-in-finserv-businesses/
- Categories: Contact Centre

Automating identity and verification could be the difference between your agents reaching optimum efficiency versus asking the same routine questions all day long. Think about it. How long does your team spend asking the same questions, only to hit “yes” on their contact centre app or read back details from a screen? We don’t need humans to do this job when things go right. That’s not to say we don’t need human intervention if someone has forgotten their password or the interaction needs escalation. Far from it. But, instead of clogging up the phone lines, make a conscious choice to automate the basic level of your identity and verification process. What is automated identity verification? Automated identity verification is when your contact centre IVR takes care of the beginning of interactions with customers. Using automatic speech recognition technology and integration with your CRM or security system, it can work through security questions like passwords, mother's maiden name, amount of last invoice, and so on. Callers (and website visitors accessing their accounts via web chat) respond with their answers and either pass or fail security. PASSIf passed, they continue to access their account via a human agent or conversational IVR. FAILIf failed, your automated identity and verification system can ask further questions or escalate to a human agent. What is an automated verification system? Built into contact centre software, the automation of identity and verification becomes simple.  You set your desired questions and prompts. Then the first phase of customer interactions get handled by your IVR. It works like this:Phone system...

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### Opus and Infinity form Strategic Partnership

> Opus are strategic partners with Infinity Call Tracking, a partnership aimed at revolutionising the landscape in the contact centre space.

- Published: 2024-03-14
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/strategic-partners-with-infinity-call-tracking/
- Categories: News

Opus are delighted to confirm their latest strategic partnership with Infinity Call TrackingWe are pleased to announce that the strategic partnership between Opus and Infinity is now official. By joining forces with Infinity, we aim to expand our existing offering and enhance our ability to deliver market leading call tracking and conversation analytics solutions that address the complex challenges facing the customer experience landscape. Opus brings to the partnership a wealth of experience and a proven track record of success in both the contact centre and telecoms space.   We'll soon have more exciting news to share with the launch of an innovative and exclusive integration between the Infinity call tracking solution and our CCaaS vendors. Watch this space... "We are excited to embark on this partnership with Infinity, we will harness the power of innovation and collaboration to address the ever-evolving needs of our customers around conversational analytics and call tracking whilst continuing to deploy cutting edge technology solutions that deliver exceptional customer experience. " Matt Dudleston Sales Director "This partnership represents an exciting opportunity for Infinity and Opus to help more contact centre leaders to deepen their understanding of customers and improve engagement with both callers and agents. By combining our strengths as market leaders, we are well-positioned to drive innovation, foster growth, and deliver unmatched insight into caller behaviours, and provide the granular view on performance necessary to improve customer experiences through data-led coaching”. Kris Wagland VP of Partnerships More about Infinity Call TrackingSince 2011, Infinity has been helping marketing,...

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### Opus recognised on NHS Better Purchasing Framework

> Opus are an approved supplier on the NHS Better Purchasing Framework for advanced cloud-based telephony solutions.

- Published: 2024-03-07
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/nhs-better-purchasing-framework/
- Categories: Public Sector

Opus is on the NHS Better Purchasing Framework for Advanced TelephonyOpus has been approved by the NHS Better Purchasing Framework as an accredited provider of advanced cloud-based telephone solutions for GP practices. What is the Better Purchasing Framework? The Better Purchasing Framework, overseen by the NHS England National Commercial and Procurement Hub, is a comprehensive resource for procuring advanced cloud-based telephony systems within the healthcare sector. It enables commissioners to secure state-of-the-art cloud-based telephone systems from an approved list of providers endorsed by the Better Purchasing Framework. These suppliers undergo rigorous early assurance processes, ensuring their alignment with stringent requirements. Approved suppliers commit to NHS England's Digital Care Services Catalogue agreement and adhere to the NHS terms and conditions for practice contracts, capping the contract term at a maximum of 3 years. The framework offers comprehensive support to commissioners, extending beyond simple procurement facilitation. From initial requirement identification and price classification to negotiation of exit fees, contract drafting, and supplier issue resolution, the framework provides end-to-end assistance. Crucially, these services are fully funded by NHS England, offering invaluable support to general practices, primary care networks, and integrated care boards at no cost. Tailored specifically to meet the needs of GP surgeries, primary care networks, and integrated care systems, the framework delivers expert support throughout the procurement process. It enables NHS professionals responsible for acquiring new cloud-hosted telephony systems for primary care to access the necessary resources and guidance. Opus are an industry-leading provider of cloud-based telephony for NHS trusts and GP practicesTelephony in GP practices plays...

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### How FinServ companies can benefit from Conversational IVR

> Conversational IVR can revolutionise CX by reducing wait times, improving agent efficiency and boosting first-call resolution.

- Published: 2024-02-08
- Modified: 2024-09-30
- URL: https://www.opustech.co.uk/blog/how-financial-services-companies-can-benefit-from-conversational-ivr/
- Categories: Contact Centre

When digging into the benefits of conversational IVR for financial services companies, it boils down to the same metrics you use to measure your business. You don’t care if it’s got bells and whistles. You care whether you’re going to save customers time, improve agent efficiency, and improve the customer experience. It does!  Let’s explore further what conversational IVR is and how your finance business can benefit. What is Conversational IVR? Conversational IVR enables two-way communication between customers who reach you via phone or live chat.  When they dial your number, customers are greeted with standard numeric options or can choose to say what their query is about. From here, a conversational IVR starts to engage with a caller instead of simply directing their call. You can ask questions to pass identity and verification, troubleshoot basic functionality, or recall past documentation. For example, if an existing customer received a quote online and is calling to renew their policy, they can do this without the need for human intervention. Your IVR can recall the quote number, walk the customer through terms and conditions, with the customer responding with approval yes’ or no’s and key presses to confirm they would like to go ahead. Likewise, in the case of a chatbot, it’s taking the form of a conversation rather than responding to specific inputs. Whereas you might expect a chatbot to give you a list of options then look for the relevant agent, it’s now going to provide responses based on previous interactions and appropriate suggestions within its...

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### What is Microsoft Teams Phone Mobile?

> Teams Phone Mobile is a brand new feature that enhances PSTN connectivity within Microsoft Teams and Phone System, its exclusively available on EE.

- Published: 2023-12-08
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/blog/what-is-microsoft-teams-phone-mobile/
- Categories: Microsoft

What is Teams Phone Mobile? Teams Phone Mobile is a brand new feature that enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams and Phone System, its exclusively available on EE. In simple terms, it lets you use your SIM-enabled mobile phone as your Teams phone without the use of the Teams app. This means you can use a single phone number for both your mobile device and desk line, seamlessly switching between environments and devices without needing to change the user habit. Teams Phone Mobile is the first true unified communications solution on the market. No longer do you have to make people fit the technology, the technology now fits you. The Teams Phone Mobile functionality aims to empower a mobile-first workforce, offering flexible and efficient mobile-centric experiences with enterprise-grade telephony. Here are the benefits of Teams Phone MobileIt's the first true unified comms platform - It gives mobile-first workers the same experience as traditional desk based workers. Automatic Call recording - Automatically record mobile phone calls without having to use the Teams app* (if recording is activated within Teams). Unified call history and reporting – Benefit from replicated call history on mobile and Teams for unified reportingUnified single voicemail – regardless of whether you have been called on mobile or Teams – you can listen back to voice mails from either call types from one central place. Unified Number Solution: With Teams Phone Mobile you can use a primary company-owned, SIM-enabled mobile number for Teams Phone. Single Business Number: Users get one business-provided number for mobile, desk, and Teams, offering flexibility and security. Streamlined...

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### What is Microsoft 365 Copilot and how do you start using it?

> What is Microsoft Copilot, its generative AI tool, into the Microsoft 365 suite. There is an AI assistant embedded into everyday apps like Word, PowerPoint, Excel and Outlook.

- Published: 2023-11-27
- Modified: 2024-07-16
- URL: https://www.opustech.co.uk/blog/what-is-microsoft-365-copilot/
- Categories: Microsoft

As we move towards a potentially hyperproductive and automated world, Microsoft has recently introduced Copilot, its generative AI tool, into the Microsoft 365 suite. This means you could be getting a ChatGPT-style assistant embedded into everyday apps like Word, PowerPoint, Excel, etc.  It doesn't mean you can put your feet up and have artificial intelligence (AI) do all the hard work for you. But it does mean you can start to automate routine and repetitive tasks that soak up valuable time. From creating a PowerPoint template to pulling first-look insights from a pool of data in Excel, Copilot aims to save time and increase productivity, empowering you to focus more time and energy on genuine value-adding tasks. In this blog post, we run through exactly what Copilot is, who can use it, and how to get started. What is Microsoft 365 Copilot? Microsoft 365 Copilot is a new chatbot-style assistant embedded into Microsoft's suite of productivity apps.  On the right-hand side of Microsoft 365 apps, a new chat environment will appear when Copilot is enabled. You can choose to ask questions about a document you're working on, generate a bar chart based on uploaded data, and delegate tasks based on the actions of your previous meeting. If you’re familiar with Bing AI Chat, it’s similar. The major difference is you no longer need to access Bing first and you can now integrate across your entire Microsoft environment. A standalone version of Copilot remains for Windows, replacing the old Bing Chat app. Copilot for Microsoft 365 is available in all...

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### Opus is one of the UK's Best Companies

> Opus were ranked by Best Companies as a very good company to work for. This is a testament to our commitment to employee engagement.

- Published: 2023-11-07
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/best-companies-award/
- Categories: News

Opus were ranked 'Very Good' in the Best Companies to Work for Awards​ "We are really proud to announce that Opus has recently been recognised as 'Very Good' to work for by Best Companies and the 10th Best Business Services Company to work for in the UK. This outstanding achievement recognises Opus' commitment to fostering a positive work environment where every individual feels valued and integral to the team but also highlights the tangible benefits of prioritising employee well-being and professional development. Our Best Companies award reflects the culmination of various initiatives, as well as Opus’ core values, a clear mission and vision that cultivate a workplace where employees are valued, supported and trusted. Bridget Dale - Head of People Achieving the Best Companies awardThe process involves anonymous feedback from employees who are invited to complete am anonymous survey across eight core factors of engagement. These include: my manager, leadership, my company, personal growth, my team, wellbeing, fair deal and giving something back. At Opus we strive to strike a balance between achieving success and creating a workplace culture that attracts, retains, and empowers employees. Here's some of the reasons we were awarded the very good rating by Best Companies. 1: Supportive Leadership & ManagementEmployees highlighted they felt supported by the leadership team who are not only skilled but also approachable and supportive. They are actively involved in employee development and are open to feedback, creating a fantastic collaborative culture here at Opus. 2: CompensationOur employees feel they are well compensated for their hard work, with...

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### Hosted Contact Centres

> Unlock the future of customer service with hosted contact centres. Discover the benefits of cloud-based solutions and migration strategies.

- Published: 2023-10-31
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/blog/hosted-contact-centres/
- Categories: Contact Centre

As companies ride the waves of change, one thing's for sure: the way businesses connect with their customers is getting a makeover. Cloud contact centre solutions are right at the heart of this action, rewriting the customer service rulebook in an epic way.  Everything you need to know about Cloud Contact CentresCloud contact centres are powered by cloud-based software rather than on-premise hardware and act like turbochargers for your operations, cranking up productivity and giving you the superpower to focus on your customers. Opus are accredited partners with leading cloud contact centre providers Cirrus, Five9 and 8x8. Despite the remarkable benefits of cloud contact centres, some businesses are still hesitant about moving away from on-premise solutions. Let's dive into the reasons behind this uncertainty and explore how companies are boldly facing their concerns to fully tap into the potential of this customer service transformation. Why are companies hesitant to shift to Cloud Contact Centres? SECURITY CONCERNSDespite enhanced security, some businesses are wary of having data outside their firewall. Proper due diligence of providers alleviates most issues. INTEGRATION COMPLEXITYTight coupling with on-premises systems can complicate moving endpoints to the cloud. APIs and modern integrations simplify connectivity. ARCHITECTURE REDESIGNRethinking processes to leverage cloud benefits may require revamping architectures. This level of change management takes time and expertise. AGENT ADOPTIONAgents need proper training and encouragement to adopt new systems and ways of working. Clear communication and education help drive adoption. REGULATORY COMPLIANCEHighly regulated industries have stricter requirements that cloud solutions must accommodate. Choosing compliant providers is...

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### Benefits of buying EE from a reseller

> Discover the benefits of competitive pricing, dedicated account management and exceptional customer service when buying EE from a reseller. Opus are a premium reseller and EE's New Partner of the Year.

- Published: 2023-09-20
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/benefits-of-buying-ee-from-a-reseller/
- Categories: Mobile

As a business owner or manager, you know the importance of having reliable and cost-effective mobile services for your company. You may have considered purchasing EE Mobile services directly from the network, but have you ever thought about buying them from a reseller? Here are some of the benefits of purchasing EE business mobile services from a managed service provider rather than directly from EE. What are the benefits of buying EE Mobile services from a reseller? 1. Managed service providers are often more dedicated to providing excellent customer service than EE Direct Mobile resellers are smaller companies with a more personalised approach, and they rely on customer satisfaction to stay in business. Some, such as Opus are so proud of their customer satisfaction scores that they display their stats on their website. We have a customer satisfaction score of 97. 5% and are the only Managed Service Provider to hold the ServiceMark accreditation from The Institute of Customer Service for our commitment to delivering outstanding customer service. 2. Receive expert support from a dedicated Account Manager and access to a user-friendly portalInstead of dealing with multiple departments and representatives when going direct to EE, managed service providers offer a streamlined approach to managing your account. You will have a dedicated account manager who will handle all your needs, from setting up new lines to managing your bills. This account manager will often be the same person you first engaged with and will stay by your side for the duration of your...

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### Benefits of Cloud Contact Centre Solutions

> Discover how cloud contact centre solutions transform customer engagement and operational efficiency, increase productivity and deliver higher profits.

- Published: 2023-09-06
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/benefits-of-cloud-contact-centre-solutions/
- Categories: Contact Centre

In today's business world, where customer satisfaction and operational efficiency are crucial, cloud contact centres are a transformative solution. Cloud-based contact centre solutions offer a range of benefits that enable businesses to redefine their customer engagement strategies and streamline operations. What is a Cloud Contact Centre? Unlike traditional on-premise contact centres such as Mitel, where hardware and software are maintained within the company's premises, a cloud contact centre such as Cirrus, Five9  and 8x8 is an internet-hosted solution. This approach allows businesses to offload the technical complexities of contact centre management, including maintenance, upgrades, and infrastructure concerns.   Six reasons to choose a Cloud Contact Centre Solution1. Enhance customer experience and drive profits with a cloud-based contact centreIt's no secret that exceptional customer experience (CX) translates to higher profits. The statistics are compelling: a mere 5% improvement in customer retention can lead to profit boosts ranging from 25% to 95%, as shown by Bain & Co's research. In today's hyper-connected world, where consumers wield unprecedented influence through reviews and social media, the urgency to optimise customer experience has never been greater. Cloud contact centres such as Cirrus, 8x8 and Five9 enable businesses to deliver more responsive, tailored, and efficient customer support, leading to higher customer satisfaction and loyalty. This seamless customer journey is essential for differentiation and a robust bottom line.  2. Discover organisational agility through data insightsMany organisations unwittingly create hurdles in their customer engagement, often due to inadequate visibility into operational data. Opus' research reveals that a lack of comprehensive data prevents executives...

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### Opus named an Approved Supplier on the Network Services 3 Framework

> Opus are proud to be an approved supplier on Crown Commercial Service's Network Services 3 Framework highlighting their exceptional service

- Published: 2023-08-14
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/opus-network-services-3/
- Categories: Public Sector

Opus is proud to announce further expansion into the public sector through its inclusion as a supplier on the prestigious Crown Commercial Service's Network Services 3 agreement (RM6166). This significant achievement comes after Opus was recognised as a certified supplier on the previous CCS Network Services 2 (RM3808) framework. Being named as a supplier on RM6116 underscores Opus' exceptional service standards within the public sector and simplifies the procurement process for public sector bodies, including central and local governments, as well as the NHS. This recognition opens up new opportunities for Opus to deliver a wider range of communication services to these organisations. Opus is now able to offer its expertise and solutions in these areas outlined within the RM6116 agreement: Lot 1a: Intersite Connectivity Intersite connectivity is a vital aspect of communication infrastructure for public sector organisations. Opus excels in providing robust and secure connections between different sites, ensuring seamless communication and data transfer across locations. This capability allows public sector entities to streamline their operations and enhance collaboration between dispersed teams. Lot 3b: Communication Platform as a Service (CPaaS) CPaaS solutions offer flexibility, scalability, and enhanced functionality for voice, messaging, and other communication channels. Opus' inclusion in this lot enables public sector organisations to leverage cutting-edge communication platforms delivered as a service. By adopting Opus' CPaaS offerings, the public sector can improve its communication capabilities and deliver better services to citizens. Lot 4a: Analogue Telephony Opus brings its expertise in analogue telephony to the public sector, providing reliable...

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### The Cost Savings of Outsourcing your IT

> Outsourcing your IT to a managed service provider offers many cost-saving benefits. Here are five reasons why you should consider outsourced IT support.

- Published: 2023-08-01
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/the-cost-savings-of-outsourcing-your-it/
- Categories: IT

With a wide range of factors and influences in the UK and European economy at present, companies are looking at ways to stabilise their running costs while improving the efficiency and flexibility of their workers. One of the most common ways of doing this is outsourcing IT, which brings a multitude of cost-saving benefits. Here are five cost saving benefits of outsourcing your IT support 1. IT outsourcing offers a broader skill set for a single cost Managed service providers like Opus offer a wide array of skilled specialists for a single cost. This means that any company can have access to Cloud infrastructure, Microsoft, networking, security, and support specialists – all without needing to hire for these roles. The quality of service you receive will be of the highest level without needing to increase your overheads. It also ensures you have peace of mind that the solution to a problem is coming from a place of vast experience and expertise. All of this reduces time spent waiting for IT issues to be resolved and keeps business moving. Many companies like Opus, also provide a wider range of products. Telephony, Print and Mobile issues can also then be taken care of from one source, and this again reduces the need for an internal skillset without compromising on the quality of the support. 2. Outsourcing IT support removes hidden costs The overhead of running an internal IT department comes with cost areas which can be eliminated by outsourcing both your IT...

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### The Future of Opus - The Vivid Vision Big Reveal

> Unveiling our Vivid Vision for the future. Find out more about Opus' roadmap for the next three years, our repositioned vision, mission and brand promise.

- Published: 2023-07-20
- Modified: 2024-06-27
- URL: https://www.opustech.co.uk/blog/the-future-of-opus-the-vivid-vision-big-reveal/
- Categories: Opus

The entire Opus team came together on 19th July 2023 at Kingswood Golf Club for the aptly named "The Big Reveal".   The grandest event held to date marked a momentous milestone for the company as the entire workforce gathered to witness the unveiling of Opus' Vivid Vision for the next three years. “Our Vivid Vision will serve as a guiding light, illuminating the path to success. We firmly believe that when our team can see the bigger picture, we can unleash our full potential and all turn our new vision into our reality. It's all about embracing the power of possibility and creating a collective force that will propel Opus to the next level. ”  Michael O’Donnell - Chief Commercial Officer Our Vivid Vision EventWith an awe-inspiring presentation that captivated the audience, Opus introduced not only its new company values but also a range of ground-breaking initiatives. The event was filled with surprises specially crafted to reward and motivate our dedicated employees. Above all, it served as the platform for the big reveal of Opus' repositioned vision, mission, and brand promise. Months of relentless dedication and hard work have been poured into the Vivid Vision strategic initiative, making this event a pivotal moment for all members of Team Opus. The significance of the Vivid Vision lies not only in its ability to provide a clear and inspiring picture of our organisation's future, but also in its power to ignite a spark within each individual, aligning them with a shared purpose and driving...

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### Five Contact Centre Features to Assist Agent Productivity

> From interactive virtual agents to CRM integration, discover the top five contact centre features that enhance agent productivity.

- Published: 2023-07-11
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/five-contact-centre-features-to-assist-agent-productivity/
- Categories: Contact Centre

Providing excellent customer service is essential for business growth, and your contact centre plays a crucial role in ensuring an efficient and positive customer experience.  Here are the top five contact centre features to assist agent productivity and enhance customer support. 1. Intelligent Virtual Assistants automate and streamline customer interactionsIntelligent Virtual Assistants are a feature of contact centre technology that utilises artificial intelligence and natural language processing to enable self-service and automate customer interactions across voice and digital channels. Intelligent Virtual Assistants (IVA) act as virtual customer service agents that handle a variety of routine customer enquiries and tasks such as checking account balances, updating delivery information, or processing transactions. IVAs can provide instant responses to multiple customer enquiries simultaneously, without the need for them to wait in a queue or be transferred to an agent. This immediate availability and scalability of IVAs ensure that customers' needs are addressed promptly, reducing waiting times, and enabling agents to dedicate their attention to more critical or complex interactions. 2. Email Management solutions consolidate interactions and enable a unified approach to customer supportMany contact centres work from shared mailboxes within Microsoft 365 or Gmail. The core limitations to this approach include having to manually assign conversations, emails being missed or duplicating responses to customers and there being no single view of the customer, which potentially doubles the cost to serve a customer as teams may be working in silos. On top of this, it is not possible to deliver an SLA, it takes an increased amount of...

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### 6 considerations when choosing a business mobile contract

> Here are 6 things to consider when looking for the best business mobile contract. Including mobile estates, mobile security and roaming.

- Published: 2023-06-16
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/6-considerations-when-choosing-a-business-mobile-phone-contract/
- Categories: Mobile

Best Business Mobile Contracts for SME and mid market organisations Opus deliver comprehensive and flexible business mobile contracts with enhanced security, productivity and security, cost efficiencies, network coverage and roaming options aside from delivering exceptional customer experience. As accredited partners with EE, Vodafone, and O2, Opus ensure we provide clients with reliable network coverage and roaming options. This includes M2M for IoT deployment and multi-network SIMs to also ensure connectivity even in the remotest locations. Opus prioritises continuity and customer service by retaining control over customer communication channels, even when an employee leaves the business. With Opus as your business mobile contract partner, you benefit from one single point of contact, a simple and easy to use mobile billing portal. Here's six things we recommend you consider when choosing a business mobile phone contract 1. Look at mixed mobile network estate options for maximum network coverage When selecting a business mobile phone contract, consider the network options available. The ability to have a mixed estate across O2, Vodafone, and EE is a win-win solution to an ongoing battle of coverage issues. Additionally, for critical data needs multiple networks on one Data Only SIM card can provide added redundancy and increased connectivity options. Enabling your mobile devices to seamlessly switch between different networks based on signal strength and availability. This feature ensures uninterrupted connectivity, particularly in areas with limited coverage or during network outages, enhancing the reliability of your mobile services. EE mobile phone contract benefits Opus are one of seven...

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### Five signs you need to update your business phone system

> Find out if you can achieve more with a Mitel business phone system from Opus, here are our 5 key questions you need to ask.

- Published: 2023-05-19
- Modified: 2023-10-02
- URL: https://www.opustech.co.uk/blog/five-signs-you-need-to-update-your-business-phone-system/
- Categories: Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

With the sudden rush to remote working during 2020 and the dash to ensure that collaboration tools like Microsoft Teams were in place, businesses could be forgiven for forgetting one of the most important communication tools they have – the telephone.  According to the Zendesk Customer Experience Trends Report – 66% of people say that the telephone is the most typical way they have resolved issues with a company. No matter what size of business, customers want to communicate seamlessly with you through their preferred channels. Whether this is via email, social media, text messaging or by telephone, it's important that your technology roadmap is well thought through with your customer in mind. Although customers are now looking to communicate across a variety of channels, this certainly doesn't mean the phone is now obsolete, far from it! The human touch is still one of the most critical parts of the customer experience. Your business phone system should still be a star player in your communications suite, so perhaps it's time to consider a refresh. Five signs you need to update your Business Phone SystemAre you managing your communications or worrying that your phone system can't cope? If you're concerned that your current business phone system isn't fit for purpose to allow employees to work from anywhere, then it could be time for a review. As a Mitel Platinum Solutions partner, we are perfectly placed to review your current communications and provide recommendations on refreshing your current Mitel estate or switching to a Mitel business phone solution. Our expert team...

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### Opus & Five9 announce exciting new partnership

> Opus Technology have announced their strategic partnership with Five9, the global leader in CX and contact centre solutions.

- Published: 2023-05-12
- Modified: 2023-05-23
- URL: https://www.opustech.co.uk/blog/opus-announces-new-five9-partnership/
- Categories: Industry News

Opus and Five9 officially announce their strategic partnership at the Five9 CX Summit EMEA held in Porto this week. Opus and Five9 first started out their journey back in 2021, Five9 were looking to expand their UK network by partnering with a leading managed service provider who had a vast client base in both private and public sector. This solid collaboration combines the customer-centric, consultative expertise of Opus and an innovative customer experience platform, from Five9. With the contact centre widely considered as the new front door to any organisation, together Opus as an official Five9 partner are now perfectly placed to advise businesses on their CX strategy and implement solutions to retain and attract new customers. Five9 CX intelligent platform provides Opus with a ubiquitous contact centre solution, with in built Workforce Management, Interactive Voice Response (IVR), Omnichannel Capabilities, Analytics and Reporting and Intelligent Virtual Agents (IVA).   We are delighted to have agreed a long-term partnership with Five9Five9’s platform is feature rich with many enterprise grade out of the box features that benefit our clients. The integration to CRM and the Intelligent Virtual Agents coupled with the impressive AI and Reporting features as well as Teams integration and the ability to bring your own SIP, makes it an all-encompassing customer experience driven solution. I’m really excited to watch our strategic partnership with Five9 continue to develop. ”Michael O'Donnell Chief Commercial Officer Why did Five9 choose to partner with Opus? "There are so many synergies between our two organisations. Both have a huge focus on the cultures...

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### What is Microsoft Defender for Business?

> Microsoft Defender for Business is an endpoint security solution for small and medium-sized businesses. Learn the five key benefits of Microsoft Defender for SMBs.

- Published: 2023-04-21
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/what-is-microsoft-defender-for-business/
- Categories: IT

Cyberattacks in today's digital landscape have become increasingly common and sophisticated, posing significant risks to small and medium-sized businesses (SMBs). These types of businesses are often targeted by cybercriminals due to their limited security resources, making them vulnerable to attacks such as ransomware, phishing, and malware. To address this challenge, Microsoft has developed Microsoft Defender for Business, an endpoint security solution designed specifically for small and medium-sized businesses (SMBs). What is the security challenge for small and medium-sized businesses? Small and medium-sized businesses make up the majority of businesses globally and are vital for job creation and economic growth. They represent about 90% of businesses and more than 50% of employment worldwide. With the increasing need for digital transformation, SMEs are adapting to meet customer demands in a hybrid and remote world, resulting in a distributed workforce that can work flexibly across various company and personal devices. However, this newfound freedom also presents security challenges. Traditional security methods are inadequateAs businesses grow, physical security measures like locks and alarms may not be enough to protect them. This is especially true as businesses expand to multiple locations and have more remote workers. Cybercriminals are also increasingly targeting small and medium businesses. Ransomware attacks are on the rise and account for a significant portion of all cyber-attacks against SMBs. This disproves the notion that they are too small to be targeted. With the increasing use of technology and remote work, SMBs face greater risks and may lack the resources and knowledge to deal with...

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### Six benefits of moving to a cloud-based phone system

> In this blog, we look at the six key benefits of moving to a cloud-based phone system for your business. Read on to find out more.

- Published: 2023-04-03
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/six-benefits-of-moving-to-a-cloud-based-phone-system/
- Categories: Collaboration

Make the seamless and secure switch to a cloud based phone systemCompared to traditional phone systems, cloud-based solutions do not require on-premise hardware and can be seamlessly deployed in a quick timeframe. Opus provide a wide range of cloud telephony solutions from Mitel, Gamma, Five9 and 8x8, as well as Microsoft Teams Business Voice solutions and integrations.  Opus provide two types of services when it comes to cloud telephony. 1:Making the switch between cloud telephony providersOur goal is to make the transition seamless, with no interruption to your business or customers. Your service will stay up the entire time—from start to finish, and our goal is to replicate the state of your current configuration along with any design enhancements. We make every effort to ensure a seamless process, including porting numbers and replicating or updating call handling rules and call flows. With our team of experts who are vendor certified by industry leading technologies, we are able to deploy both large and complex requirements at speed when change is needed fast!   Our cloud telephony partners Are you keen to discuss your requirements with a specialist? GET IN TOUCH 2: If you are looking to migrate from another telephony setupHere are the 6 business benefits of moving to a cloud based phone system. 1. Fast and secure seamless installationBusinesses that used a traditional phone system will be accustomed to the long wait times involved with the installation of a new phone. For a traditional phone system, an IT team must physically install the phones...

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### Five business benefits of Microsoft 365 Copilot

> Copilot is a brand new AI-powered tool designed to help increase your productivity. Here are the 5 business benefits of Microsoft 365 Copilot.

- Published: 2023-03-23
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/five-business-benefits-of-microsoft-copilot/
- Categories: IT

Microsoft 365 Copilot is a brand-new AI-powered tool designed to enhance productivity and creativity in the workplace. Integrating seamlessly with everyday Microsoft 365 apps, Copilot allows you to focus on your most important tasks and work more efficiently with your team. Microsoft's new AI-powered tool, Copilot, integrates with Microsoft 365 in two ways. It works seamlessly with the everyday apps you use, such as Word, Excel, PowerPoint, Outlook, and Teams, to unlock creativity, increase productivity, and enhance skills. In addition, Microsoft has announced a new experience called Business Chat, which works across the Microsoft 365 suite to provide more personalised and proactive assistance. Business Chat can answer natural language queries based on your data, such as your calendar, emails, chats, documents, meetings, and contacts. For instance, you can ask Copilot to give your team an update on a product strategy, and it will generate a status report based on your recent meetings, emails and chat threads. The benefits of Microsoft Copilot extend beyond saving time and effort, as it can also help to increase the creativity, skills, and productivity of you and your employees. Leveraging information from across the full range of Microsoft 365 apps, with Copilot, you can improve your writing style, analyse and explore data, create stunning presentations, streamline your email communication and work more effectively with your team. https://www. youtube. com/watch? v=hGb9UZ8DyDcHere are five business benefits that Microsoft 365 Copilot can bring to your organisation1. Microsoft 365 Copilot helps to increase productivityCopilot can save time on repetitive and time-consuming tasks, such as writing,...

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### Five benefits of an Omnichannel Contact Centre

> An omnichannel contact centre offers a wide range of business benefits. Here are 5 reasons why you should consider upgrading to omni-channel.

- Published: 2023-03-21
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/five-benefits-of-an-omnichannel-contact-centre/
- Categories: Contact Centre

First off, what is an omnichannel contact centre? An omnichannel cloud contact centre is a customer service solution that enables businesses to provide a seamless customer experience by integrating multiple communication channels into one platform. This allows customers to communicate with businesses using their preferred method of communication. These could include, Voice, Email, Video, Messages from SMS, Webchat, Facebook Messenger, Twitter Direct Messages, WhatsApp*(additional license needed), Social media including Facebook pages/post, Tweets and YouTube comments as well as online review sources from Google, Apple and Google My Business. We partner with these three market leading omnichannel contact centre vendors The benefits of an omnichannel contact centre So what are the benefits of an omnichannel contact centre? In short, omnichannel cloud contact centres can help businesses improve their customer satisfaction by providing a convenient and consistent experience across all channels. By leveraging advanced analytics and reporting tools, businesses can also gain valuable insights into customer behaviour and use this data to improve their service offerings. 1. Your customers will experience exceptional voice quality With exceptional voice quality and reliability, our omnichannel contact centres from Cirrus and Five9 incorporates enterprise-class Interactive Voice Response (IVR), Call Routing, Automatic Call Distribution (ACD), Call Queuing and call back options, so you can deliver personalised, unique journeys for your customers based on the set criteria you decide. Our omnichannel contact centres offer full flexibility to design them around you and your customers' and business needs. 2. Streamline your customer email enquiries Our omnichannel contact centre solution streamlines email...

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### Seven benefits of outsourcing your IT

> From cost savings and access to expertise to improved security and efficiency, there are a number of benefits to outsourcing your IT.

- Published: 2023-02-07
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/blog/seven-benefits-of-outsourcing-your-it/
- Categories: IT

In today's fast-paced business world, having a reliable and efficient IT system is essential to stay ahead of the competition. However, managing an in-house IT department can be expensive and time-consuming, especially for small to medium-sized businesses. That's where outsourced IT comes in. From cost savings and access to specialised expertise to improved security and increased efficiency, there are a number of reasons to consider partnering with a market-leading managed service provider. Here are seven benefits of outsourcing your IT 1. Outsourced IT will control and reduce business costs Hiring an in-house IT team can be expensive. Not only do you have to pay salaries and benefits, but you also have to invest in training and development to keep your team up to date with the latest technologies. Outsourcing your IT needs to a managed services provider can be much more cost-effective. You will only pay for the services you need and you won't have to worry about the overhead costs associated with hiring and managing an in-house team. When your IT is outsourced to an Opus support agreement it is structured to suit your budget and provide peace of mind with service-level agreements. This allows you to manage costs more effectively with a consistent monthly charge. 2. Gain access to state-of-the-art technology with outsourced IT The ever-evolving landscape of IT means that you need a partner who is up-to-date with the latest technology advancements. One of the primary benefits of outsourced managed IT services is access to expertise. Managed service providers employ...

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### How a communications audit can reduce your operational costs

> Opus are specialists in providing communication solutions for organisations of all sizes. Receive a free audit before choosing a solution.

- Published: 2023-01-24
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/how-a-communications-audit-can-reduce-your-operational-costs/
- Categories: Digital Transformation

How a communications audit can reduce your operational costs We are specialists in providing communication solutions for small, medium and large size enterprises. Our experience has taught us that no business has the exact same communication requirements, that’s why we offer a free and confidential communications audit before recommending a solution for your business. Benefits Reduce IT capital expenditure and operational costs Future-proof and scalable infrastructure Eliminate waste and reduce inefficiencies Simple billing and supply chain procedures Streamline business processes Flexible and less complex network to manage Features Full analysis of your billing and call patterns Suggestions on how billing can be simplified Recommendations on changing tariff and/or carrier provider Areas to reduce call charges and/or line rental Summary of your specific requirements Recommendations on how to achieve your communication goals Our specialist consultants identify areas of cost saving and budget relocation to ultimately reduce your IT capital expenditure and operational costs. Our free and confidential communications audit can ensure your infrastructure is fully optimised to provide both a return on investment and a quality user experience. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Opus Technology awarded Feefo Gold Trusted Service Award 2023

> Opus has won the Feefo Gold Trusted Service Award, recognising businesses that deliver world-class customer experience.

- Published: 2023-01-19
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/opus-technology-awarded-feefo-gold-trusted-service-award-2023/
- Categories: Awards

Opus awarded Feefo Gold Trusted Service Award 2023 We’re delighted to announce that Opus has won the Feefo Gold Trusted Service Award, an independent seal of excellence, which recognises businesses that consistently deliver a world-class customer experience. The Feefo Gold Trusted Service Award celebrates Opus’ impressive achievement of collecting verified reviews with consistently exceptional customer feedback over the last 12 months. The Feefo awards are unique because they truly reflect a business' dedication to providing first-class customer service by analysing feedback from real customers. This latest award complements Opus’ ServiceMark Accreditation from the Institute of Customer Service and recognises our ongoing commitment to delivering an outstanding experience for our customers. Michael O’Donnell, Chief Commercial Officer at Opus commented: "We’re delighted to receive a Gold Trusted Service Award from Feefo. Keeping our customers happy is our priority. So the fact that this award is based on their feedback gives us confidence we are providing an exceptional level of service. The award also recognises just how hard our staff have worked and their dedication to providing a first-class experience for our customers. As we enter 2023, we will continue to listen, understand and deliver what our customers want. ” Congratulating Opus on winning this year’s award, Tony Wheble, CEO at Feefo, said:"The Trusted Service Awards have always been about recognising companies, like Opus Technology, that go above and beyond the norm to deliver a great service and receive great feedback from delighted customers in return. I look forward to seeing what Opus Technology...

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### Microsoft to end support of Windows Server 2012 in October 2023

> Microsoft announced the mainstream support of Windows Server 2012 ended back in 2018, with extended support continuing to October 2023.

- Published: 2023-01-09
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/microsoft-to-end-support-of-windows-server-2012-in-october-2023/
- Categories: Microsoft

As we enter 2023, the IT world is braced for another year of security incidents and making sure the systems and services worldwide are secure and keep business operational. With this in mind, 2023 is the year that Microsoft finally says goodbye to Windows 2012 Server by confirming an end of life date of October 2023. What is Windows 2012? Windows 2012 Server and its R2 variant, are one of, if not the most popular operating systems for business server environments. It saw the first real modern feel aligned with the Windows 7/8 desktop products, improvements in (at the time) security and virtualisation (running multiple servers on one hardware platform) and improved flexibility. As the virtualisation world became mainstream, Server 2012 was installed countless times. Today Windows 2012 Server still stands as one of the greatest operating systems Microsoft have delivered. What does end of life mean? Windows 2012, as the name suggests has been around for a while now. Microsoft, after changing their minds a few times, finally announced the mainstream support ended back in 2018 with extended support continuing to October 2023. The key difference between these two being that extended support offers security and patching updates but no new development on the operating system. End of life, October this year means that windows updates, security patching and critical updates will no longer be available. In Microsoft's eyes, this operating system is obsolete. What's the risk? A Windows system not receiving security patching is a sizeable risk to...

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### Making the Switch: FAQs for Businesses Moving from ISDN to Cloud Solutions

> Here's some useful FAQs about the Big Switch Off, helping your business to prepare ahead of 2025.

- Published: 2022-12-15
- Modified: 2023-04-10
- URL: https://www.opustech.co.uk/blog/making-the-switch-faqs-for-businesses-moving-from-isdn-to-cloud-solutions/
- Categories: ISDN Switch Off

In this blog, we explore common concerns and questions that businesses may have about moving from ISDN services to cloud solutions, including reliability, cost implications, and the timeline for migration. We also highlight the benefits of making the switch, such as increased collaboration, higher ROI, and enhanced ability to work from home. Finally, we explain why it's essential to act now and upgrade your infrastructure ahead of the 2025 switch-off deadline for ISDN services. How reliable is the cloud? Our cloud offerings come with a 99. 99999% uptime and are SLA compliant, which means you can be confident that your operations and infrastructure are protected. The cloud is also known for its reliability, faster speeds, and clear and consistent voice quality, making it a popular choice for businesses. Will moving to the cloud cost me more? Modern cloud telephony solutions are typically billed monthly on a license-by-license basis, which makes them feel more affordable and gives you the flexibility to scale your licenses with your business. This way of working is called OpEx, as opposed to a big upfront cost (CapEx). How long does a migration from ISDN to the cloud take? A typical project duration is six weeks from start to finish, which includes everything from the initial discovery call to implementation and handover. There is no downtime involved in the migration process, as we set up the new technology alongside the current service until you're ready to switch over. To date, we have a 100% success rate. Why act now? The deadline for the switch off of ISDN...

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### What are the alternatives to ISDN and PSTN?

> Looking for an alternative to ISDN and PSTN? It's time to upgrade your infrastructure and unlock the benefits of an all-IP service.

- Published: 2022-11-27
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/what-are-the-alternatives-to-isdn-and-pstn/
- Categories: ISDN Switch Off

As Openreach's plans to switch off PSTN and ISDN services by December 2025 loom closer, businesses and customers will need to transition to a fully digital alternative. The two main alternatives to consider are VoIP and SIP, which offer several benefits over traditional telephony systems. Switch to VoIPVoIP, or Voice over Internet Protocol, allows calls to be made over a data network, such as the internet, instead of a landline. This provides benefits such as higher call quality, smaller and more manageable bills, and scalability. VoIP is a great option for small to medium-sized enterprises that need a flexible system to keep up with their growing business. Upgrade to SIPSIP, or Session Initiation Protocol, facilitates the connection of private phone systems to a public telephony network, such as the internet. This approach preserves many of the current features, numbers, and call quality of legacy telephone systems while adding the benefits of a hosted voice solution. Larger enterprises with longstanding legacy telephone systems or operators of essential services might find SIP to be a better fit. Download our guide to the ISDN switch off now When will PSTN be switched off near you? This map plots which exchanges will undergo a "stop sell" as the nation moves to an all IP network. Which solution is right for me? When choosing the right solution, it is critical to consider factors such as whether retaining a private phone system (known as a Private Branch Exchange) is important and if the business is restricted by specific considerations... .

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### Surrey Business Award Winners 2022

> Finalists in three of the largest categories at the Surrey Business Awards 2022, Opus won Business Growth and Company of the Year Awards.

- Published: 2022-11-10
- Modified: 2023-02-22
- URL: https://www.opustech.co.uk/blog/surrey-business-award-winners-2022/
- Categories: Awards

Opus wins two categories at the Surrey Business AwardsFinalists in three of the largest categories at the Surrey Business Awards 2022, Opus netted two more awards this month, to add to our recent success at the Comms National Awards. The Surrey Business Awards recognise the achievements of all kinds of businesses, large and small, across different sectors in Surrey and winning both the Business Growth and Company of the Year awards reflected the amazing success Opus has enjoyed over the last 12 months. The categories we were short-listed for were:Business Growth awardCustomer Service awardCompany of the Year awardAnd the winners were... It was a fantastic evening, hosted by comedian Jo Caulfied and having celebrated 30 years in business this year, we were delighted to win two out of the three categories. Here is what the judges had to say about Opus on the night. Business Growth – This award recognised a business which, through outstanding vision and leadership, has achieved significant and sustained growth. The Judges wanted to know how this was achieved, how it is being managed and the strategy which you will use to sustain your success.  Sponsored by People Puzzles. Judge John Walsh, Regional Director announced that Opus had demonstrated impressive consistent growth and a very strong ambition for the future which made them stand out. Company of the Year – This award chosen by the sponsor recognised a business they feel stands out as an inspiration to other businesses. Sponsored by Haines Watts Accountants. Daniel Morgan, Managing Partner was the judge for this category, he said there was a clear winner...

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### Visit Opus at the Call & Contact Centre Expo 2022

> Opus will be at the Call and Contact Centre Expo at the ExCel London on 22 and 23 November. Visit us to discuss your requirements.

- Published: 2022-11-03
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/visit-opus-at-the-call-contact-centre-expo-2022/
- Categories: Contact Centre, Opus Events, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Visit Opus at the Call & Contact Centre ExpoWe're delighted to announce that Opus will be exhibiting at the Call & Contact Centre Expo, at ExCeL London on 22nd and 23rd November 2022. Drop by our stand: CC-E25. The Call & Contact Centre Expo is the ultimate event for customer engagement professionals and is the event to attend if you're looking to reconnect with the customer engagement world and develop your contact centre knowledge. Why Opus? Customer expectations are higher than ever and being able to allow customers to engage with you on their preferred media is crucial to retaining existing customers and attracting new ones. Choosing a technology partner to guide you through the various contact centre platforms and applications available and how they can be integrated into existing or new unified communications, CRM systems or business processes is key to delivering an outstanding customer experience. Here at Opus we design, deliver and support single platform or stand-alone omni-channel contact centre solutions, chat bots, Google-powered artificial intelligence self-serve and agent assist solutions, with web chat and co-browsing and gamification solutions to suit the specific needs of your organisation. Your trusted technology partnerAt Opus our ethos has always been to listen, understand, deliver and support. Our team works with you to understand the challenges and opportunities within your contact centre space and then work in partnership with you and our specialist partners to implement these seamlessly within your organisation. As an independent technology provider, we only partner with industry leading and trusted partners that offer you a choice of...

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### Why is ISDN being switched off?

> Why is ISDN being switched off? Openreach are turning off the ISDN and PSTN infrastructure to focus on rolling out and maintaining a newer fibre network.

- Published: 2022-10-15
- Modified: 2023-04-10
- URL: https://www.opustech.co.uk/blog/why-is-the-isdn-being-switched-off/
- Categories: ISDN Switch Off

The big switch off is planned for 2025, but why is ISDN being switched off? There are two main reasons why ISDN (Integrated Services Digital Network) technology is being switched off.  Firstly, the outdated network, first introduced in the 1980s, is no longer fit for purpose. Technology has advanced in leaps and bounds since then and we now need infrastructure that can keep up with our modern ways of working.  Secondly, newer, more advanced technologies have emerged which offer many useful features and functionality alongside other business benefits. Read our related blog to find out more about when the big switch off is happening. Download our guide to the ISDN switch off now The alternatives to the old analogue network are cloud-based telephony services and solutions. The benefits of cloud-based solutions and advanced technologies are significant and can have a positive impact on businesses. Openreach are switching off the PSTN and ISDN infrastructure in 2025, the focus can shift to rolling out and maintaining a newer, fibre network offering businesses the opportunity to access greater capacity, higher resilience and faster speeds. This aligns with the growing demand for fibre services throughout the UK, where fibre installations are taking place every single day. The benefits of this new infrastructure are vast. Your phone system is just the beginning - in the cloud, you can enjoy SLAs, reduced maintenance costs, and easier infrastructure management. Going digital opens up a world of possibilities with advanced solutions that can help businesses operate more efficiently and cost-effectively. Additionally, cloud systems offer...

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### Useful Glossary of Technical Terms

> Opus Technology - A jargon-busting guide to some of the most frequently used terms in the IT and communications industry.

- Published: 2022-09-24
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/useful-glossary-of-technical-terms/
- Categories: Uncategorised

Jargon-busting for the IT and Communications IndustryHere is a selection of terms and acronyms often used in the IT and communications industry. If you cannot find what you are looking for, please get in touch and we’ll do our best to assist you. Mobile 3G Third generation of wireless mobile telecommunication. 4G 4G is the fourth generation of mobile phone communications standards and is the successor of the 3G and provides ultra-broadband internet access for mobile devices. 5G 5G is the fifth generation of mobile phone communications standards. It is a successor to 4G and promises to be faster than previous generations while opening up new use cases for mobile data. ANT+ ANT is a wireless protocol for exchanging data over short distances from fixed and mobile devices, creating personal area networks. APN (Access Point Name) APN is the name of an access point for GPRS/EDGE/UMTS data connection. Usually, wireless carriers provide the APN to their end users. Artificial Intelligence Software systems that simulate human intelligence, including the ability to learn. Bandwidth The speed at which a circuit can carry data. The more bandwidth, the faster the data transfer and the lower the costs. Bit A binary digit. The values of a bit are either “0” or “1”. Eight bits form a byte. Bluetooth Bluetooth is a wireless protocol for exchanging data over short distances from fixed and mobile devices, creating personal area networks. BPS (Bits Per Second) A measure of data transmission speeds is the number of bits transferred in...

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### Adapting your communications for hybrid working

> Adapt your communications roadmap for secure and efficient hybrid working beyond COVID-19.

- Published: 2022-09-14
- Modified: 2024-11-26
- URL: https://www.opustech.co.uk/blog/adapting-your-communications-for-hybrid-working/
- Categories: Hybrid Working, Telephony

What is the new normal for businesses post-COVID 19? In response to the first national lockdown, organisations throughout the UK reacted admirably to equip their staff with the technology they needed to work safely and remotely from home. Fast forward to the middle of 2021, many businesses began to look at a full or partial return to the office. With this return, organisations could find themselves faced with a new challenge: how do they adapt their systems and processes, this time to accommodate a working environment split between office and home workers?  One thing that's for certain is that organisations need to look at how they now future proof their operations to adapt to an increasingly changing world where flexible working is likely to remain. They will need to look closely at the technology their teams are using and what is required to maximise the opportunity for communication and collaboration in the hybrid world of work. Key emerging trends for the hybrid-workforcePerhaps the most significant trend to have affected businesses across industries was the sudden shift to remote working. With the exception of manufacturing and essential services, most businesses have embraced remote working in some capacity, driven by social distancing guidelines and associated government legislation. This has required them to rapidly accelerate their digital transformation plans to facilitate home working and remote workforces. Last year, a report by McKinsey predicted that remote working practices were here to stay. Now, as lockdown restrictions have been lifted and we have visibility over the numbers of people...

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### Securing the future of hybrid working

> What risks does your business face as you embrace hybrid working? Which steps should you take to secure your systems and how can Opus help?

- Published: 2022-09-07
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/blog/securing-the-future-of-hybrid-working-download/
- Categories: Cyber Security, Hybrid Working

How to create a secure environment, wherever your team is workingHybrid working is creating exciting new opportunities for organisations to boost productivity, enhance employee engagement and gain a competitive advantage. But for businesses willing to adapt, there are serious security questions they must first ask of themselves. “Almost half of businesses (46%) report having cyber security breaches or attacks in the last 12 months. Like previous years, this is higher among medium businesses (68%) and large businesses (75%). ” Cyber Security Breaches Survey 2020Among this 46 per cent of businesses that identify breaches or attacks, more are experiencing these issues at least once a week in 2020. As organisations resume their operations, safeguarding employees, assets, data, and reputation will be critical. But the traditional, network-based security measures trusted by modern businesses to keep their systems safe were not designed with flexible working models in mind, and with hybrid workers moving infected devices between home and office environments this creates new risks. In the face of this, what risks does your business face as you embrace hybrid working? Which steps should you take to secure your systems and how can Opus help? To shine a light on the subject and help you to solve these challenges within your own business, we caught up with Stephen Harte, a cyber security specialist and director at Opus. How hybrid working challenges security“As you might expect, the biggest security risk faced by hybrid organisations is the individual user being at home, beyond the protection of the corporate network”, Stephen explains... .

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### 10 questions to ask when looking at business mobile service providers

> To help you find the best mobile service provider for your business, we’ve created this checklist of the top 10 questions you should ask.

- Published: 2022-09-07
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/10-questions-to-ask-when-looking-at-business-mobile-service-providers/
- Categories: Mobile

A must-have guide for businesses looking to find the right business mobile service provider Finding the right service provider is never easy and mobile is no exception. Today, your provider should be examining usage from as far back as 18 months ago alongside recent reports to properly understand how your business mobile demands have changed throughout the global pandemic – and what they might look like afterwards. To help you identify the best mobile service provider for your business, we caught up with Opus’ Mobile Sales Director, Juliette Lee, to discover the top 10 questions you should ask when reviewing business mobile providers. 1. How many mobile network choices are there? While you’ll probably be familiar with a range of mobile network providers, there are only three main business mobile networks: O2, EE and Vodafone. 2. Will the contract be direct with the network? Different mobile service providers offer different contract types. If your mobile estate is small, this might suit you, but businesses with complex requirements will be better served by independent agreements. One contract type is not necessarily better than the other. You might not want to be tied into a network contract because there’s no flexibility. Contracts offered through independent partners provide more agility. 3. Is there an app/portal that delivers insight post and pre-billing? The majority of mobile service providers offer billing portal access. A way of qualifying whether or not a new mobile service provider is right for your business is how well they have...

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### Opus achieve the ISO 27001 certification and Cyber Essentials Plus

> Opus are proud to announce we have been awarded both the ISO 27001 and Cyber Essentials Plus certification.

- Published: 2022-09-06
- Modified: 2024-07-03
- URL: https://www.opustech.co.uk/blog/opus-achieve-the-iso-27001-accreditation-and-cyber-essentials-plus/
- Categories: Cyber Security

Over the past few months, the Compliance and Information Technology teams at Opus have been working hard to achieve additional information security certifications. As a result, we are pleased to announce that Opus have been successfully awarded both the ISO27001 (Information Security Management) certification and the Cyber Essentials Plus certification.  Stephen Brown, Service Delivery Director said, “We set ourselves a challenge to achieve both the ISO27001 certification and Cyber Essentials Plus certification at the same time to further strengthen Opus's approach to cybersecurity and data protection. During this process, Opus were able to identify and action companywide improvements, including further educating our staff in information security best practice as well as improving our internal security policies. Our decision to achieve both standards demonstrate our commitment to the security of both our own and our client's' data.  We wanted to assure our customers that by choosing to work with Opus, they were working with a trusted technology partner who adheres to industry-leading, best practice security controls and one that takes their information security and compliance very seriously.   Achieving these standards is a real milestone for Opus and a testament to all the hard work that has been delivered in these past few months and we look forward to achieving our fourth ISO certification in the near future. ” Opus holds the ISO 27001, 9001 and 14001 certifications alongside Cyber Essentials PlusMore on ISO 27001 certification:The ISO 27001 certification comprises of an information security management system ISMS which in effect is a set of security related systems,...

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### When will ISDN be turned off?

> ISDN and PSTN are due to be turned off by the end of 2025 and replaced with a fully digital network. Here is what you need to do before the deadline.

- Published: 2022-09-05
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/when-will-isdn-be-turned-off/
- Categories: ISDN Switch Off

The countdown to the big switch off has begun, here's when it will be turned offThe Integrated Services Digital Network (ISDN) and the Public Switched Telephone Network (PSTN) has been a popular method for businesses to connect to the internet and make phone calls in the UK for many years. However, with the development of new technologies, ISDN and PSTN are now being phased out, and their withdrawal from the UK market is imminent. Download our guide to the ISDN switch off now In 2017, it was announced that ISDN and PSTN would be turned off at the end of 2025 and businesses would need to move their services and communications to an alternative internet-based solution. The process of discontinuing the network will be managed in phases with services being withdrawn gradually area by area before being switched off completely in December 2025. So far, Openreach has already withdrawn services in Salisbury, Wiltshire and Mildenhall, Suffolk with a view to turning off the network in these areas in April 2023. Businesses operating in these regions should already have been informed about the changes and transitioned to an alternative solution ahead of the switch-off. From September 2023, customers across the country will no longer be able to purchase new ISDN lines or add new features. For businesses and customers who are currently using ISDN services, this deadline means that you will need to start planning for a transition to an alternative service, such as Voice over Internet Protocol (VoIP) or a hosted PBX system. The...

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### Contact centre trends: the challenges and opportunities post-pandemic

> Opus contact centre expert Kris Graham reveals the latest contact centre trends shaping the way we interact with our customers post-pandemic.

- Published: 2022-08-31
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/contact-centre-trends-the-challenges-and-opportunities-post-pandemic/
- Categories: Contact Centre

Contact centre expert Kris Graham reveals the latest contact centre trends shaping the way we interact with our customers post-pandemicHave you noticed a shift in the way your contact centre is performing? If not, it could be just around the corner. Rising costs and changing customer behaviours are challenging the way businesses throughout the UK manage their contact centres. They are also driving exciting new opportunities to improve the contact centre, leading to several emerging trends.  We caught up with Kris Graham, Opus' contact centre expert, to find out what those trends are and how adapting your contact centre environment in line with one or more of them could help you to reduce costs, minimise agent churn, and deliver the first-rate experience today's customers have come to expect. 6 trends shaping the evolution of the contact centre post-pandemic1. Chatbot usage growing to better manage contact centre demandKris is speaking with more and more businesses interested in leveraging AI and chatbot capabilities to help them deflect non-revenue generating activities from the contact centre. “As the cost of everything goes up, contact centres are looking to be more efficient,” Kris explains. “A lot of companies in various industries are really challenged with meeting demand, leading to excess call times of over 30 minutes and ‘abandon call rates' of more than 50% in some instances. Most businesses aren't in a position to simply hire more so utilising chatbot technology is a great way of helping to serve that demand. ” Specifically, chatbots are ideally suited to handling the high-volume,...

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### What is the ISDN Switch Off?

> What is the ISDN switch off? The PSTN and ISDN network began shutting down in 2020 with the aim of turning the network off completely in 2025.

- Published: 2022-08-30
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/what-is-the-isdn-switch-off/
- Categories: ISDN Switch Off

Openreach announced its plan to discontinue the Integrated Services Digital Network (ISDN) and Public Switched Telephone Network (PSTN) by December 2025. The ISDN switch off is a process of phasing out the Integrated Services Digital Network (ISDN) and Public Switched Telephone Network (PSTN) technologies, which have been the backbone of voice and data transmission over telephone lines since the 1980s. This change is driven by advancements in technology, such as fibre optic and 5G networks, which are more efficient, reliable and cost-effective. Download our guide to the ISDN switch off now The ISDN switch off will have a significant impact on businesses, as ISDN and PSTN support services including alarm systems, gate entry systems, lift lines and CCTV, as well as landlines and business-wide telephone systems. As the network will no longer be maintained, businesses still using these services will be at risk of disruption, downtime and loss of data. While the network will not be shut down overnight, once the network breaks or experiences a point of failure, businesses will be left vulnerable without any protection from Service Level Agreements (SLAs). This could have severe consequences, particularly for businesses that rely heavily on voice and data communications. To mitigate this risk and future-proof their business, it is essential for businesses to review their current services and transition to alternative solutions such as Voice over Internet Protocol (VoIP), Session Initiation Protocol (SIP) trunking or other internet-based services. These solutions are not only more cost-effective but also offer greater flexibility, scalability...

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### What is Data Loss Prevention? Why is it essential for your business?

> Small-to-medium businesses are most susceptible to data loss incidents. We'll explore data loss protection and why you should invest in it.

- Published: 2022-08-18
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/blog/what-is-data-loss-prevention-why-is-it-essential-for-your-business/
- Categories: Cyber Security

Whilst data threats and leakages can occur in any organisation, small-to-medium businesses (SMBs) are most susceptible to data loss incidents. Indeed, cybercriminals often target smaller businesses as ‘low-hanging fruit’ as a mixture of inadequate security infrastructure and insufficient staff training makes them particularly vulnerable to data incidents. Data leaks are costly. According to IBM, the average data leak cost is $4. 24 million - or $161 per lost record.   That’s where data loss prevention (DLP) solutions come in. Data Loss Prevention is vital for information security and helps protect your critical information from data leakages.   What is Data Loss Prevention? Why is it essential for your business? What are the common causes of data leaks? How do DLP solutions work?   This article will explore the world of data loss protection and cover why your small-to-medium business needs to invest in a DLP solution.   What is Data Loss Prevention?   Businesses often handle sensitive information and data such as financial information, customer data, health records, trade secrets etc, that should never be lost or be placed in the wrong hands. Data Loss Prevention - or DLP - is vital for ensuring that this sensitive data is not leaked, accessed by unauthorised users or lost. Essentially, DLP aims to protect sensitive data and prevent employees from sharing it with unauthorised users. DLP solutions are software packages that scan your network, detect potential data breaches or exfiltration, and help information security personnel look for unauthorised destruction of sensitive data.   The primary responsibilities of such a solution are as follows:  Monitoring: A DLP solution...

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### How Azure Virtual Desktop Solves Common Business Challenges

> Find out more about Microsoft Azure Virtual Desktop, and the problems it can solve within your business.

- Published: 2022-07-19
- Modified: 2024-01-04
- URL: https://www.opustech.co.uk/blog/how-azure-virtual-desktop-solves-common-business-challenges/
- Categories: Microsoft

There are few solutions as powerful as Azure Virtual Desktop when it comes to solving multiple business challenges with a single technology. In this article, we will introduce Azure Virtual Desktop, and the problems it can solve within your business. Technology is most effective in a business when it is solving a problem or delivering a tangible benefit. This way it enables a clear return on investment and enables employees to spend more time growing the business, rather than dealing with technical issues. What is Azure Virtual Desktop? Azure Virtual Desktop (AVD) is a virtual desktop interface (VDI) solution that is deployed through Azure that allows users to access Windows 10/11 and all the necessary applications, from anywhere, on any device. The technology can also be used for RemoteApp streaming when businesses only require employees to access a single application on the virtual machine. AVD offers businesses full control over the configuration and management of virtual machines and also supports multi-session Windows virtual machines. Billing for AVD works on a consumption basis, however, there are many features within Azure to optimise a business’s costs. How Azure Virtual Desktop Solves Common Business Challenges Enable a Secure Remote Workforce The number one business problem that AVD can solve is how to enable a secure remote workforce. Allowing employees to work from home, or any location other than a secure office network is a difficult task as there is less visibility over the network and endpoint device. To make matters worse, the attacks...

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### Mobile connectivity solutions: all SIM cards are not created equal

> We look at why deploying multi-network SIMs could make your connectivity work harder especially where there are bandwidth or coverage issues.

- Published: 2022-06-23
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/mobile-connectivity-solutions-all-sim-cards-are-not-created-equal/
- Categories: Mobile

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Do you need 24/7 connectivity? Multi-network SIMs could be the mobile connectivity solution your organisation needs to stay online and in touch. As more and more companies prepare to move away from 100% working from home, many will still be working from remote locations from time to time. But this 'new' working world increasingly requires us to be seamlessly connected. The problem when it comes to 24/7 connectivity, working from anywhere and at any time, is that no single network is guaranteed to provide flawless coverage or service all of the time. Mixed mobile estates can assist with this. “Network downtime last year cost UK businesses 60 million hours and £742m through unplanned outages”. Source: Pangea For many organisations, multi-network SIMs will be the cost-effective solution you're looking for. Read on to find out all about multi-network SIMs and how they could help you to solve your immediate business challenges and future-proof your mobile connectivity needs. Maximise your mobile coverage anywhere, anytime In today's 24/7 world, there is nothing more frustrating than losing mobile coverage. Until recently, dealing with the issue of lost connectivity has often been resolved by contracting with several different networks so that if connectivity is lost with one, then switching to another will resolve this. The problem with this is that as well as adding complexity, using several different network providers means purchasing more data than you actually need, adding in unnecessary cost and fortunately, there is now a solution in the form of a multi-network SIM... .

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### Opus accredited with 8x8 Platinum Partner Status

> Opus Tech are an accredited 8x8 Platinum Partner in the UK. We deploy the full suite of 8x8 business telephony solutions.

- Published: 2022-06-18
- Modified: 2023-04-23
- URL: https://www.opustech.co.uk/blog/opus-accredited-with-8x8-platinum-partner-status/
- Categories: 8x8

Opus achieves 8x8 Platinum Partner Status We are delighted to announce that Opus has been accredited as an 8x8 Platinum Partner and authorised 8x8 reseller. Our 8x8 accredited reseller partnership is in recognition of the growing success Opus has enjoyed in deploying 8x8 contact centre solutions which add value and deliver on business outcomes for our customers. Having partnered with 8x8 since 2018, Opus were the first certified 8x8 Partner in the UK, able to design, deliver and support end-to-end 8x8 cloud communication services, Opus now provides 8x8 cloud solutions to SMB, mid-market and enterprise organisations across the UK enabling them to Operate from Anywhere. “Achieving the 8x8 platinum partner status  is testament to our joint success we have enjoyed leveraging the 8x8 cloud services with our own experience and expertise. My thanks go to the entire team at Opus that have helped us achieve this accreditation. We look forward to continuing the success with 8x8”. Matt Dudleston - Sales Director Benefits of being an 8x8 platinum partner Being a certified 8x8 platinum partner enables us to provide the highest level of 8x8 expertise to our client base. Our engineers are vendor trained and first to know about the 8x8 new features and releases.   Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Microsoft Teams becomes more hybrid work-friendly with recent updates

> Microsoft has constantly released updates to the Microsoft 365 suite, supporting the changing needs of the modern workplace

- Published: 2022-06-17
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/microsoft-teams-becomes-more-hybrid-work-friendly-with-recent-updates/
- Categories: Microsoft, Remote Working

Whether you’re an existing Microsoft Teams user or you’re considering the software for the first time, it has plenty to offer your hybrid workers Over the past two years, Microsoft has constantly released updates to applications within the Microsoft 365 suite. Many of these updates have been to support the changing needs of the modern workplace. Since the beginning of 2022, Microsoft has announced a plethora of new features, for a number of their applications, all designed to improve the remote and hybrid work experience for employees. Front Row Layout brings hybrid teams together Since 2021, Microsoft has had a clear vision for the future of hybrid meetings. This includes meeting rooms with large monitors or projectors, external cameras, and the Microsoft Teams layout that provides a consistent experience for in-person and virtual attendees. One of these meeting layouts is called Front Row. With this layout, the video gallery is brought to eye level at the bottom of the screen, also being where the camera is in a meeting room. This makes it more natural for physical attendees, as they can see virtual attendees in a more natural face-to-face interaction as if they were in the physical space. This feature is currently available in preview, with enhanced features being released later in the year. Improve hybrid presentations with Cameo and Recording Studio In Q4 of 2021, Microsoft announced Cameo for PowerPoint. With Cameo, your Teams’ camera feed is shown on PowerPoint slides, letting you choose how and where you want...

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### Your 2022 guide to migrating SQL Server 2012 to Microsoft Azure

> Microsoft SQL Server 2012 is reaching its end of life on July 12, 2022, any businesses still using the service will have to migrate to Microsoft Azure.

- Published: 2022-06-14
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/your-2022-guide-to-migrating-sql-server-2012-to-microsoft-azure/
- Categories: Microsoft

Don't miss the 12 July End of Life Deadline for SQL Server 2012 As Microsoft SQL Server 2012 is reaching its end of life on 12 July 2022 businesses still using the service will have to upgrade their SQL server to a more recent instance or migrate to Microsoft Azure. If businesses do not upgrade or migrate, they will no longer receive essential security updates, leaving them vulnerable to cyberattacks. Whilst any server migration process can be a substantial undertaking, in this article we will guide you through the tried and tested process and Microsoft best practices we employ to ensure a smooth migration for our clients. We do recommend early action as the sooner you migrate, the fewer the number of software upgrades and security patches your current server will be behind, reducing the difficulty of the migration. The longer you wait, the more difficult the migration becomes. What is an SQL Server Migration? SQL Server is Microsoft’s popular relational database management service which stores and retrieves data requested by other applications. The migration process involves moving data to or from one database to another. There are many reasons why businesses choose to migrate their SQL Servers, including: Procurement of a new on-premises server Switching to a new instance of SQL Restoring a backup database Ensuring the server receives updates Taking advantage of Microsoft Azure Benefits of Migrating to Microsoft Azure Whilst some businesses continue to invest in on-premises server infrastructure, many are making the move to the Microsoft...

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### The challenges and opportunities of hybrid working in a post-COVID world

> Learn more about what hybrid working is, the benefits it offers, the challenges that organisations must overcome and how technology can help.

- Published: 2022-06-09
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/the-challenges-and-opportunities-of-hybrid-working-in-a-post-covid-world/
- Categories: Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

What are the challenges of hybrid working? And how can you turn them into opportunities that give your organisation the competitive edge? UK businesses responded rapidly in response to the first national lockdown to maintain business continuity and keep operations running. Understandably given the suddenness of the announcement, many organisations were restricted at the time by their existing technology solutions and the limitations of the equipment they were able to source. Now, as we transition into the next evolution of working, businesses find themselves in the position where they can take a longer-term, more strategic response. What does the post-COVID working world look like and how can businesses adapt to benefit, both commercially and in the interest of their most valuable assets — their people? We caught up with three senior members of the Opus team, Chief Commercial Officer Michael O’Donnell and Sales Directors Matt Dudleston and Stephen Harte, to find out more about the future of work and how our customers can use new — and existing — technology solutions to adapt to it. Hybrid working explained ‘Hybrid working’ can be used to describe a working environment in which an organisation’s employees work from both home and the office. The movement is growing fast, with UK law firm Irwin Mitchell the latest in a series of large, high profile organisations announcing that it will allow its 3,000 employees to “choose where and when they work in the future”. As Michael explains, the sudden uptake of hybrid working has come about...

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### 5G for business: are your operations ready?

> 5G offers a competitive advantage for organisations with the right mobile contract — discover what they are and how your business could benefit.

- Published: 2022-06-01
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/5g-for-business-are-your-operations-ready/
- Categories: Mobile, Telephony

What is 5G? How is it relevant to your business now, and how can you be prepared? Everything we use today that leverages big data or performance analytics requires a digital connection. And as uptake increases and the race to digitalisation accelerates, right now is a good time to consider, where does 5G sit within your digital transformation journey? 5G offers organisations everywhere the power to solve this challenge. But how does it work? Whom will it benefit, and what can you do now to harness that power and gain a competitive advantage? We caught up with Juliette Lee, Mobile Sales Director at Opus, to find out more. What is 5G for business? 5G stands for ‘fifth-generation mobile network’. At the time of writing, it’s the term used to describe the newest global wireless standard. Four key areas set it apart from the 2G/3G/4G mobile networks that have gone before it: Speed: 5G is the fastest mobile network developed to date. Latency: With the lowest latency levels, connectivity is much more reliable. Bandwidth: Transfer huge amounts of data at any given time. Capacity: Users can access and make use of the network effortlessly. “Alone, each of these factors improves network performance and the performance of the technology harnessing it”, Juliette explains. "Take the automotive sector, for example. Before 5G, the development of autonomous vehicles was hamstrung by the speed of existing network signals. Electric cars require a signal speed that’s almost instantaneous. 5G will be one of the technologies that offer that. When it’s...

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### Opus announced as winners at the Vuzion Cloud Awards 2022

> Opus Technology team announced as winners of UK Partner of the Year Award at the Vuzion Cloud Awards 2022.

- Published: 2022-05-27
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/opus-announced-as-winners-at-the-vuzion-cloud-awards-2022/
- Categories: Awards

Opus announced as UK Partner of the Year sponsored by Vuzion We are thrilled to announce that the Opus Technology team have once again been announced as winners of the UK Partner of the Year Award at the Vuzion Cloud 2022 Awards event which took place on 25 May 25 in Portsmouth. Stephen Harte, IT Services Sales Director said of the award: "It is great to win this award for the second year in a row, the Opus Technology team has continued to grow as has the number of Microsoft Cloud customers that we support. Thanks once again for all the hard work from the team who have continued to provide first-class and proactive support and advice to our customers as we have transitioned from lockdown to hybrid working, ensuring the transition to the modern workplace has remained seamless.   This is why we’re so delighted to have won this award”. The UK Partner of the Year award recognises Opus as the cloud reseller of choice, demonstrating continued growth and consistently high adoption figures, showing the whole team's passion and determination to succeed in the UK market. About Opus Technology As a Microsoft Gold Partner, Opus Technology are perfectly placed to strategically review and support your Microsoft services.   Our team of expert consultants and in-house Microsoft certified support team will work with you to help you transform the way your technology is procured and supported by providing a tailored and unique proposition that is aligned to your business strategy and budgetary requirements... .

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### Mobile Sales Director Juliette Lee on the state of the business mobile landscape post-COVID

> Learn more about the state of business mobile post COVID and how Opus can help your with your business mobile strategy.

- Published: 2022-05-25
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/mobile-sales-director-juliette-lee-on-the-state-of-the-business-mobile-landscape-post-covid/
- Categories: Mobile

How has the business mobile landscape changed post-COVID and what should you consider when you next renew the company’s mobile plan? In March 2020, the way we worked changed overnight. Businesses reacted admirably to enable their workforces in the face of remote working and other logistical challenges, but almost unnoticed underneath this noise was the way our business mobile habits changed.   Plans built around frequent flying, overseas travel and roaming charges no longer served businesses in the best way. Locked down and logged on, teams were operating very differently, and many features that in ordinary times were must-haves when setting up or renewing the business mobile plan became redundant, driving disruption and costs. Now, with lockdown restrictions lifted in certain countries and travel re-opening, the way we use our mobiles for work is changing again. But not all is as it once was. For this article, we caught up with Opus’ Mobile Sales Director Juliette Lee to find out how the business mobile landscape has shifted, and how your company could be impacted. A landscape shaped by hybrid working Remote working was a defining impact of the global pandemic. Since then, many businesses have rolled out, or are considering, hybrid working models. We’ve written all about hybrid working in the past, its drivers, and how it’s shaping the way businesses communicate, collaborate, and thrive. Inevitably, hybrid working is also reshaping the business mobile landscape. “The need for reliable connectivity grows when employees are away from their desks,” Juliette explains.   “Public...

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### How your business can make the most of the modern workplace

> We've come a long way from the Action Offices of the ‘60s and the rise of office cubicles, find out how to make the most of the modern workplace.

- Published: 2022-05-10
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/how-your-business-can-make-the-most-of-the-modern-workplace/
- Categories: Digital Transformation

How can businesses build and make the most of the modern workplace Throughout history, the concept of an ideal workplace has constantly evolved, from the Action Offices of the ‘60s to the rise of office cubicles and the introduction of computers in the ‘90s, and the recent adoption of remote and hybrid working. Novel technologies underpinned many of these changes, and that is no different today with new technologies enabling businesses to change the way they work, leading to better outcomes for employers and employees alike. What is the modern workplace? There is no definitive definition of the modern workplace, however, there are common aspects that are shared between definitions by most businesses and thought leaders. Some of these include digital technologies, remote and hybrid work, data-driven processes and an emphasis on employee experience. People are at the forefront of the modern workplace, with digital technologies being a tool to support and enable people to succeed and create better business outcomes. Benefits of the modern workplace There are many benefits to the modern workplace, both for employees and employers. Productivity: The modern workplace increases employee productivity in many ways. One way is through flexibility in work location, as it ensures that employees can work wherever they are more productive. Many technologies associated with the modern workplace are also designed specifically to increase productivity within the workforce Job Satisfaction: As the modern workplace is centred around people, many of the changes and technologies are designed to improve the employee experience and make work...

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### Opus Named Mitel Cloud Partner of the Year

> Platinum Partners Opus Named Cloud Partner of the Year International - Top Cloud Partner 2021 at Mitel’s Global Partner Awards 2022 Ceremony.

- Published: 2022-04-25
- Modified: 2023-07-17
- URL: https://www.opustech.co.uk/blog/opus-named-mitel-cloud-partner-of-the-year/
- Categories: Awards, Mitel

Opus is recognised for innovative yet robust and secure migration to the cloud methodologyOpus is pleased to announce that for the second year in a row it has been recognised with a Cloud Partner of the Year award by global unified communications partner Mitel. Following on from the success at the 2021 Global Partner Awards Ceremony, Mitel Platinum Partner Opus has this year been named the Cloud Partner of the Year for the UK and Ireland, at the recent Mitel partner event held at the Celtic Manor. Having successfully completed some significant Mitel cloud solution deployments to both private and public sector enterprise organisations over the past year, out-performing monthly revenue growth from all other UK Mitel partners over the past 12 months, this award recognises continued cloud success from the team at Opus. Mitel Country Sales Director Nick Riggott commented below:“In addition to the revenue growth, Opus, above all, showed an innovative yet robust and secure migration to Cloud methodology that has consistently delivered an exceptional customer experience. ” Nick Riggott, Mitel Country Sales DirectorOpus Chief Commercial Officer Michael O'Donnell said, “Being recognised for our success in delivering and supporting Mitel cloud solutions two years in a row, exemplifies our commitment to helping businesses achieve the business outcomes required for their organisations to succeed and thrive. I'm immensely proud of the entire team at Opus for its focus and attention to detail, when designing, deploying and supporting large and complex cloud solutions. Well done once again team! ”About OpusFounded in 1992, Opus...

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### How businesses can use Microsoft Teams as a unified communications platform

> In this article, we discuss the benefits of unified communications, and how Microsoft Teams can work as such a platform.

- Published: 2022-04-19
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/how-businesses-can-use-microsoft-teams-as-a-unified-communications-platform/
- Categories: Microsoft

Learn about the benefits of unified communications, and how Microsoft Teams can work as such a platform As businesses across the country have made the move to hybrid work, technology should empower employees to work effectively, from anywhere, on any device. These technologies typically aim to increase productivity, collaboration and make communication easier. Some businesses have implemented several different platforms, each with a singular use, such as Zoom for video conferencing, Slack for messaging and Microsoft 365 for office applications. Whilst this approach works, ideally, businesses can have a single unified communications platform that enables communication, collaboration and productivity. What is unified communications? The term unified communications refers to equipment, software and services that can be integrated into a single platform to provide voice, video, instant messaging, file sharing and office applications. It also includes the management and control of these channels. The overall goal of unified communications is to have a single platform that houses all the collaboration, communication and productivity required for an employee to work effectively.   Benefits of Unified Communications Improve Productivity Businesses are constantly looking for ways to increase productivity improve workflows. With unified communications, employees can be more productive as everything they need to do their job is housed within a single platform. This decreases the amount of time spent switching between applications and allows employees to take calls from anywhere.   Reduce Spend on Communications  Businesses that rely on traditional telephony solutions are used to the high costs of installation and line rental. Moving to...

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### Opus partners with EE for best UK mobile network and fastest 5G

> Opus is proud to have become one of only seven direct EE Authorised Service Providers in the UK - best UK network and fastest 5G.

- Published: 2022-04-04
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/opus-partners-with-ee-for-best-uk-mobile-network-and-fastest-5g/
- Categories: Mobile

Opus becomes one of only seven direct EE Authorised Service Partners in the UK - completing the picture for mobile at Opus Opus is proud to have become one of only seven direct EE Authorised Service Providers in the UK, building on our existing business mobile proposition and placing our mobile services on an equal footing with our other telephony, IT and managed print services. The latest report by the independent benchmarking body RootMetrics (January 2022) showed that EE’s network was the UK’s best overall network for the eighth year in a row. RootMetrics has awarded EE as the: UK’s Fastest Network UK’s Most Reliable Network UK’s Best Network for (Mobile) Gaming Best Network for Data Best Network for Text Best Network for Accessibility EE also continues to be the strongest performing 5G network: The UK’s Best 5G Network 5G in More Places Our 5G lets you stream more, chat with clarity, and stay connected in more places than anyone else. All major UK mobile networks Having provided mobile services from Vodafone and O2 for many years, Opus is now able to offer mobile services for all three major UK mobile networks, together with our popular multi-network SIM solutions from Pangea. We now have the ability to offer independent advice about all three leading business mobile networks, including the best 5G network, as well supplying mobile phones and tablets from all major brands. Partnering with EE We caught up with our Mobile Sales Director Juliette Lee to find out what...

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### 5 different types of phishing attacks and how to protect against them

> Learn about the different types of phishing attacks facing organisations today and the challenges with keeping your data safe.

- Published: 2022-03-28
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/blog/5-different-types-of-phishing-attacks-and-how-to-protect-against-them/
- Categories: Cyber Security

Learn about the different types of phishing attacks facing organisations today and the challenges with keeping your data safe Phishing has been a common cyberthreat for many years now, but as technology advances, the methods used by cybercriminals to breach your systems and steal your data have grown in complexity. This has led to an increase not just in incidents of phishing attacks but the different types of phishing attacks facing businesses today. “In the past year, 83% of all cyberattacks in the UK were phishing attacks. ” ‘Cyber Security Breaches Survey 2021’, Gov. uk A successful phishing attack typically leads to a data breach or ransomware attack. Both financially and in terms of a company’s reputation, this can be devastating. Unsurprisingly, the damage it causes often results in customers taking their business elsewhere. The stakes have never been higher. In this article, familiarise yourself with the fundamentals of phishing, the different types of phishing attacks in use today and how you can protect your data and your organisation against the growing risk of phishing attacks — before it’s too late. What is phishing? Phishing attacks are attempts by cybercriminals posing as a trusted person or organisation to trick an individual into opening a fraudulent email, SMS, or instant message. Once opened, this message is designed to deceive the victim into sharing sensitive information or clicking a link that will run malicious code. It’s often referred to as a form of social engineering because it leverages human interactions and psychological manipulation to...

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### How embracing conversational intelligence improves government services

> AI in the public sector is transforming how council's communicate. How is conversational intelligence helping them to deliver a better service?

- Published: 2022-03-16
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/blog/how-embracing-conversational-intelligence-improves-government-services/
- Categories: Public Sector

AI in the public sector is transforming how council's communicate. How is conversational intelligence helping them to deliver a better service? As public sector digital transformation increases, so does the potential for local governments to capture more data and unlock new insights that can be turned into insights to deliver a better service. “We talk a lot about the citizen experience being synonymous with the digital experience, but the opportunity for local governments to capture more citizen data makes an equally compelling business case for digital transformation”, explains Pete Whitehouse, public sector expert at Opus. “Data makes the world go around. Today, even organisations at the local government level can harness it by analysing speech or text and gaining a better understanding of their citizens — from demographic details and service needs to their quality expectations. ” “In 2022, 20% of customer service interactions will be handled by conversational agents and 30% of all organisations will utilise AI-enabled process orchestration and intelligence. ” ‘The Use of Conversational AI for Customer Service', Gartner This is what we mean by conversational intelligence, artificial intelligence (AI) capable of listening to and deciphering human conversations across any channel or format, at scale, to deliver the meaningful insights local government leaders need to improve their services. Conversational intelligence: how does it work? Conversational AI uses a combination of natural language processing (NLP) to ‘understand' speech and text, and AI to then extract and organise the data that it captures. To effectively analyse speech or text, the algorithm...

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### What payment compliance means for the public sector

> Across the public sector, digital transformation is making it easier to manage and process payments. But how secure are those transactions?

- Published: 2022-03-11
- Modified: 2024-01-04
- URL: https://www.opustech.co.uk/blog/what-payment-compliance-means-for-the-public-sector/
- Categories: Public Sector

Across the public sector, digital transformation is making it easier to manage and process payments. But how secure are those transactions? As digital continues to reshape the way the public sector operates, it’s increasingly important that the systems and processes used by everybody from councils to healthcare trusts remain secure and compliant. Nowhere is this felt more keenly than the topic of payment protection.   People want to know the card information they are submitting is secure and that their finances are safe. What steps is the public sector taking to ensure this — and how could the right technology solutions help to ensure PCI compliance and improve the user experience? What is PCI compliance? Whether the public is using digital services to pay for hospital parking, university fees or council tax, it’s vital that the organisations in question have the technology and the processes in place to ensure those transactions are completed safely and securely. Broadly speaking, this is what we mean by PCI compliance: the responsibility of organisations across all sectors to not only secure card information as it’s being processed or transmitted but also when it’s stored (in other words, maintained in a secure environment). Of course, like most compliance issues, the subject quickly gets more technical than that. The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements set up and administered by the PCI Security Standards Council (PCI SSC) as part of an ongoing effort to measure and enhance payment card data...

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### Opus celebrates 30 years in business

> The team at Opus celebrated 30 years in business this week.

- Published: 2022-03-09
- Modified: 2023-02-15
- URL: https://www.opustech.co.uk/blog/opus-celebrates-30-years-in-business/
- Categories: News

The team at Opus celebrated 30 years in business this week, with a packed head office, a stack of pizzas, cupcakes and a glass or two of bubbles. Founder CEO Michael O’Donnell addressed the team and talked about the changes he’d seen over the 30 years, before being presented with his 30 years service certificate, along with gifts from staff and suppliers. The celebrations went on into the evening, here are a few pictures from the day. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Digitally transform your business with Microsoft 365

> Adopt Microsoft’s four-phase framework for your digital transformation journey. Get in touch with Opus Technology to find out more.

- Published: 2022-02-15
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/digitally-transform-your-business-with-microsoft-365/
- Categories: IT, Microsoft

Leverage Microsoft's four-phase framework to address the challenges and opportunities in your digital transformation journey The term ‘digital transformation’ refers to the adoption of digital technologies to transform the way a business functions. It aims to improve internal process and culture within a business to deliver a better employee and customer experience. The pandemic and the rise in remote working has been a catalyst for many businesses to start adopting new technologies and speed up the process of their own digital transformation. The adoption of Microsoft 365 as a powerful modern workplace solution has continued to dominate, but not all businesses are taking full advantage of all its features and benefits to help in their digital transformation journey. What is Microsoft’s four-phase framework for digital transformation? At Opus, we use Microsoft’s prescriptive, phased approach for successful rollout of Microsoft 365 and Teams applications across a business. This process is key to successful navigation of the digital transformation journey. Phase 1 - Enable  During the Enable stage, a business will begin to incorporate Microsoft Teams features in a transition which will maximise its adoption. The idea is that Teams functionality is rolled out on a gradual basis in order to give users time to learn and become familiar with the applications. The Enable phase typically takes around three months. New functionality in the enable phase includes: Instant Messaging/Chat in Teams Teams Modern Meetings Peer to peer, group calling (VOIP) Basic presence in Teams Teams Modern Mobile App, Win 10, Mac Microsoft...

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### Six endpoint security challenges your business could face

> In this blog we discuss endpoint security, and some of the security challenges that businesses could face in today’s mobile world.

- Published: 2022-02-03
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/six-endpoint-security-challenges-your-business-could-face/
- Categories: Cyber Security

What is endpoint security and what are its challenges? In an increasingly mobile and connected world, businesses have to contend with not only a growing number of endpoints, but also a growing number of types of endpoints. As if endpoint security wasn’t challenging enough, many organisations have had to deal with an increase in remote and hybrid working and BYOD policies, which make it is more difficult for IT teams to ensure employees are following best practices to avoid a potential attack. In this blog we discuss the meaning of endpoint security, and what some of the endpoint security challenges are that businesses could face in today’s mobile world. What is Endpoint Security? An endpoint is any device that is connected to a network or IT system. This includes laptops, mobile phone, desktops, IoT devices, servers and virtual environments. Endpoint security is important as these devices are key vulnerability points of entry for cybercriminals. If a hacker gains access to an endpoint and executes malicious code, they can potentially access private data or launch a larger attack. In the past, endpoint security was primarily focused on antivirus solutions, but as the threat landscape has changed, the scope for endpoint security has broadened, with an emphasis on user behaviour. Six endpoint security challenges your business could face 1. Constantly expanding attack surface As technology evolves, businesses and their employees are using more devices either in a work capacity or on a business’s network. In the past, cybercriminals had a handful of...

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### How to deliver a winning higher education communications strategy

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- Published: 2022-01-25
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/how-to-deliver-a-winning-higher-education-communications-strategy/
- Categories: CX, Industry News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

From the contact centre to the classroom, learn how to deliver a higher education communications strategy that resonates with your students.  It's widely understood that young people tend to be early adopters of new technology. With the internet and mobile innovation continuing to offer new ways of interacting, today's digital environment means young people are growing up with different expectations about how they prefer to communicate with others. To engage their students, it's increasingly important that universities are able to meet those expectations. “The influence of Gen Z — the first generation of true digital natives — is expanding. ” McKinsey & Company“Young people today want to be able to communicate with ease”, explains Pete Whitehouse, public sector expert at Opus. “They want to communicate at their convenience, without having to wait, and they want to be able to use digital channels like WhatsApp and social media — in other words, the apps they are familiar with and use every day. ”What lessons can universities learn from modern contact centres to better communicate with today's young people? How will these changes benefit both higher education organisations and the students using them? And what makes Opus the right partner to help universities down the road to digital transformation? Lessons from the contact centreDriven by emerging technology and changing customer expectations, the modern contact centre has come a long way from the call centres of old. Today, a contact centre is characterised by a hub of different channels, interacting seamlessly in order to offer customers (or students, in the context of...

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### How Opus is supporting local council communication strategies across the UK

> In this article, discover how Opus helps local councils to define and implement winning communication strategies.

- Published: 2022-01-20
- Modified: 2023-06-23
- URL: https://www.opustech.co.uk/blog/how-opus-is-supporting-local-council-communication-strategies-across-the-uk/
- Categories: CX, Industry News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

In this article, discover how Opus is helping local councils to define and implement winning external communication strategies. With the widespread uptake of collaboration software to enable remote working, it’s never been easier for councils to manage their internal communications estates. At the same time, this has opened the door to conversations about their public access strategies and how effectively their external communication channels are serving their citizens.   Faced with legacy systems and traditional communication estates deeply embedded into their processes, councils are increasingly turning to solution providers such as Opus for support with identifying the right contact centre solutions and integrating these with their existing systems to drive the implementation of omnichannel public access strategies. Choosing the right contact centre solutions Technology that was previously cost-prohibitive to the public sector is becoming ever more affordable. For the first time, local councils are able to access a wealth of contact centre systems and features that: boost citizen experience (CX) increase contact centre engagement reduce costs through automation  “A system’s capabilities are key to successfully delivering an engaging communication strategy”, explains Paul Allen, public sector expert at Opus. “With the right contact centre solution, a local council could incorporate artificial intelligence (AI) and webchat, for example, into their systems. When a member of the public interacts with them, the agent can then direct them quickly and easily to a relevant page on the website or move them to a self-service functionality to find the information they need, if that’s more appropriate. ” As contact...

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### Beat the challenges to digital transformation in the legal sector

> We help you to develop your own strategy for what your digital transformation roadmap should look like.

- Published: 2022-01-18
- Modified: 2024-02-26
- URL: https://www.opustech.co.uk/blog/beat-the-challenges-to-digital-transformation-in-the-legal-sector/
- Categories: Digital Transformation

A guide to digital transformation for the legal profession The legal landscape is continuing to change, and transforming the user experience and operational success of legal firms and barristers’ chambers is now more important than ever. Across industries, high service standards are a growing business priority. Clients expect more work for less, together with increased speed and the ability to communicate and collaborate via mobile devices. Technology offers a competitive advantage, facilitating a modern workplace that delivers these requirements, and the legal sector is no exception. 56% of UK legal firm leaders revealed that investment in client-facing technology and/or interfaces with firm data/documents accounted for their biggest organisational challenges. ” 2021 Law Firm Strategy and Investment survey’, HSBC The journey to Microsoft 365 for legal firms Microsoft 365 offers the opportunity for legal firms and chambers to innovate and remain competitive in the on-demand generation, increasing client satisfaction whilst reducing costs. From our experience, providing IT services to the legal sector, digital transformation is most successful when approached in four phases: Enable, Empower, Differentiate and Transform. This prescriptive approach carefully considers security, risk and privacy considerations to drive organisational change and the consolidation of tools with Microsoft 365 and Teams. We can help you to develop your own strategy for what your digital transformation roadmap should look like, and provide useful pointers on how your firm can leverage Microsoft 365 to address the key challenges and opportunities on that journey. For help with your legal digital transformation plans, please get in touch...

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### Opus Awarded 2nd ServiceMark Accreditation by ICS

> We are proud to announce that we have been awarded our 2nd ServiceMark Accreditation with the Institute of Customer Service for a further 3 years.

- Published: 2022-01-10
- Modified: 2023-04-27
- URL: https://www.opustech.co.uk/blog/opus-awarded-2nd-servicemark-accreditation-by-ics/
- Categories: CX

We are proud to announce that Opus has been awarded its 2nd ServiceMark Accreditation with the Institute of Customer Service. This is a fantastic achievement, not just for the customer service team but for the whole company as we all have a part to play in supporting our customers. ServiceMark is a national standard, independently recognising an organisation's achievement in customer service and its commitment to upholding those standards. Few organisations achieve it, even fewer in the technology industry.  ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with your organisation's customer service strategy. It helps organisations like Opus understand the effectiveness of their customer service strategy and identifies areas for improvement. https://www. youtube. com/watch? v=L_KHDKYgtEoThe process of reaccreditation with the Institute was as equally stringent and thorough as it was the first-time round, with independent surveys of customers and staff, together with face-to-face interviews with members of staff from all departments at Opus. Feedback from the Institute of Customer Service Assessor. “It was an absolute pleasure to visit Opus again and see that the focus on great customer experience has only gotten stronger. The business has come a long way, grown, and changed along the way. People are at the heart and just as before the culture continues to be one of openness, support and building a successful business together... throughout the assessment I heard examples of how much colleagues and managers do for each other, and in turn how much they all care about delivering a good experience to their customers. ”  Are...

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### 3 Essential Steps For Planning Your Journey To The Cloud

> Like many journeys, the most successful cloud migrations are well planned. In this article, discover how to plan your path to the cloud.

- Published: 2021-12-16
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/blog/3-essential-steps-for-planning-your-journey-to-the-cloud/
- Categories: Digital Transformation

Your journey to the Cloud Like many journeys, the most successful cloud migrations are well planned. In this article, discover how to plan your path to the cloud. The cloud confers numerous benefits that help businesses to improve their processes, enhance their culture, and deliver a better customer experience. Over the last two years, it has also been critical to many companies’ crisis response plans, giving them the tools they need to adapt their operations in response to the ongoing impact of the global health crisis. With this in mind, it’s understandable why so many organisations are migrating to cloud-first applications. But the journey to the cloud is not a straightforward path. There’s a lot that IT leaders need to consider in order to safely, securely and effectively make the move. In our experience delivering managed IT services for organisations of all shapes and sizes, there are three areas you should consider to simplify your migration, reduce costs and make your journey to the cloud a pleasant one for everyone involved. 1. Review your current (and future) communications needs Every successful business communicates well with its employees as well as its customers. But in today’s working environment, when hybrid working models, work-from-home initiatives and 24/7 customer service are the norm, managing and maintaining effective communication channels is a top business challenge.   Whether an organisation’s people are always on the move, working from home, or permanently in the office, a cloud-based communication system can help the team be there for their customers. But for...

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### Do you know what unified communications solution you really need?

> Discover four questions you can use to self-qualify your requirements and identify the unified communications solution your business needs.

- Published: 2021-12-10
- Modified: 2023-06-27
- URL: https://www.opustech.co.uk/blog/do-you-know-what-unified-communications-solution-you-really-need/
- Categories: Business Conferencing, Collaboration, Contact Centre, CX, IT, Telephony

As the way we work continues to change, how can you be sure you’re investing in the right unified communication solution? One of the safest technology investments you can make right now is unified communications (UC) software. With 82% of companies reportedly using video for all or most of their meetings and 57% using team collaboration apps as work hubs, the right UC solution could bring your whole business together, even when your teams have never been further apart. You’re not alone in this decision. According to PWC,  72% of executives expect to raise spending on virtual collaboration tools. But the question remains as to which UC solutions to invest in to future-proof your operations and advance your business technology strategy. Read on for four questions you can use to self-qualify your requirements and narrow down your choice of systems to the UC solution that will deliver the biggest impact. 4 questions to ask to uncover what your business needs 1. Where are you in your digital transformation strategy? When comparing UC solutions, you might look straight to each system’s technical features and benefits, but it’s important to take a step back and consider how the solution in question will fit into your overall digital transformation strategy. An advanced UC solution might offer a wide range of capabilities but if you’re in the early stages of your digital transformation, it could be too much, too soon. Investing in this solution might not be the best use of your budget, it...

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### Five reasons moving to the cloud can accelerate digital transformation

> Find out five key reasons why moving to the cloud can accelerate your digital transformation.

- Published: 2021-12-06
- Modified: 2024-11-26
- URL: https://www.opustech.co.uk/blog/five-reasons-moving-to-the-cloud-can-accelerate-digital-transformation/
- Categories: Digital Transformation, IT

Is your business ready to move to the cloud?  The term ‘digital transformation' is widely used nowadays, when referring to the adoption and integration of digital technologies to transform the way a business functions. Digital transformation aims to improve processes within a business to deliver a better experience for employees and customers. The pandemic and the rise of remote and hybrid working, has been a catalyst for many businesses to start adopting new technologies and speed up the process of digital transformation. One of the key technologies that can enable digital transformation is moving to the cloud. According to McKinsey, the pandemic has accelerated the pace of digital transformation by seven years with many of these changes now here for the long-haul. Moving to the cloud can accelerate your digital transformation through increased flexibility, reliability, automated processes, increased productivity and stronger security. 1. Flexibility and ScalabilityOne of the key goals of digital transformation is business growth through improved processes. This means that businesses must be equipped with technology that can scale as a business grows and has enough flexibility to enable these changes in process. On-premises technology has a significant upfront cost involved in hardware and setup, and as a business grows, they are forced to upgrade the technology. This lack of flexibility slows the process of digital transformation and can decrease a business' profitability. In comparison, with workloads being hosted in the cloud, businesses can quickly and easily increase resources to a workload to suit the current needs of the business. Being able to...

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### The role of WhatsApp and Social Media in the Contact Centre

> Customer service is changing. Learn about the growing role of WhatsApp and social media in the contact centre.

- Published: 2021-12-03
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/the-role-of-whatsapp-and-social-media-in-the-contact-centre/
- Categories: Contact Centre

Customer complaints are increasingly moving from traditional contact centre channels to social media. Is your team there to resolve them? Social media has had a transformative effect on many aspects of our lives, not least the way in which we communicate with the companies we’ve bought from. “Now, when we have a question or a complaint, our first thought isn’t necessarily to pick up the phone”, explains Kris Graham, contact centre specialist at Opus. “We know what that involves: a long queue, an unnecessary wait and a poor experience. Instead, we’re more likely to use a channel that we frequently use in our personal lives to achieve the desired outcome. ” Statistically, according to social media management platform Hootsuite: 64% of people would rather message than call a business 1 billion messages are exchanged between people and businesses every month on Facebook Messenger 70% of people expect to message businesses more in the future for customer service questions It’s clear to see why businesses should adapt their service operations to incorporate social media monitoring and messaging apps. But what challenges stand in your way and how can you navigate these so that your contact centre agents are never more than a click away? Logging into social media customer service When a customer reaches out to you, it’s because they have a question to ask or a complaint to make. In either case, it’s in your best interest to be there to manage their interaction — especially if their chosen channel of outreach...

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### Six ways Azure Virtual Desktop (AVD) can improve your security posture

> In this blog, we look at the six ways Azure Virtual Desktop can improve your security posture. Get in touch with Opus Technology to find out more.

- Published: 2021-11-19
- Modified: 2024-01-10
- URL: https://www.opustech.co.uk/blog/six-ways-azure-virtual-desktop-avd-can-improve-your-security-posture/
- Categories: IT, Microsoft

Keep your business safe and secure, not matter where your employees are located One of the key challengers businesses have faced over the past 18 months of remote and hybrid working has been how to maintain a strong security posture whilst employees are not physically in the office. When employees work from an office space it is easier to manage the environment as it consistent and has more defined boundaries. Whilst employees are working from home there are more unknowns, and this increases the risk of a cyberattack. For businesses that are wanting to improve their security posture whilst remote or hybrid working there are many solutions that can be put in place, however few are as effective and comprehensive as moving workloads to the cloud with Azure Virtual Desktop (AVD). What is Azure Virtual Desktop? AVD is a virtual desktop interface (VDI) solution that is deployed through Azure and allows users to access Windows 10 and all necessary applications, from anywhere, on any device. AVD has many benefits to businesses and users, including increased flexibility, especially for hybrid workers, reduced costs, centralised management capabilities and it can improve a business’s security posture. 1. Base-line Images When an IT administrator is setting up Azure Virtual Desktop, they start by creating a golden image. A golden image is a pre-configured computer template for all AVD users. This image includes all necessary applications, security protocols and user settings. One of the key security challenges many businesses face is when users install applications...

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### Opus wins UC Cloud Award at Virtual1 Partner Event

> Opus were delighted to be presented with the UC Cloud Award, at last night’s Virtual1's Future Connect partner event.

- Published: 2021-11-18
- Modified: 2023-07-17
- URL: https://www.opustech.co.uk/blog/opus-wins-virtual1-partner-award/
- Categories: Awards

Following our previous Virtual1 award for Portfolio Partner of the Year, Opus were delighted to be presented with the UC Cloud Award, at Virtual1's Future Connect partner event last night at The Brewery in London. The Future Connect 2021 event included exclusive Virtual1 updates, a line-up of world-class industry speakers and of course, the annual Partner Awards. Commenting on winning the award, Opus Chief Commercial Officer, Michael O’Donnell said, “It was great to be recognised once again for our joint efforts and success with Virtual1, in supporting customers on their chosen path to the cloud with our UC partners, Mitel, 8x8 and Gamma. It was great to spend an evening networking face-to-face with our peers and the Virtual1 team. Thanks also to the amazing team at Opus, for their exceptional efforts which have led to us winning yet another partner award. ”With Cloud and Connectivity technologies defining the success of many businesses, Opus continues to bring best of breed partner solutions Together with our Opus Connect and Communicate ranges. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Our Mobile Sales Director reveals what we do for our mobile clients

> Mobile Sales Director Juliette Lee reveals what we do for our mobile clients and why they choose Opus for their business mobile services.

- Published: 2021-11-16
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/our-mobile-sales-director-reveals-what-we-do-for-our-mobile-clients/
- Categories: Mobile

The way we see it, an organisation’s technology rarely operates in isolation. From the lightning-fast 5G helping to connect a digital estate with the rest of the world, to the network connectivity a team needs to collaborate remotely and stay productive, few technology solutions demonstrate this truth quite like an organisation’s mobile estate. “Mobile is the beating heart of an effective technology strategy”, explains Juliette Lee, mobile sales director at Opus. “Our most successful clients leverage our mobile solutions as part of their wider technology strategy to keep their businesses connected, engaged and secure. ” What do those business mobile services look like? How do they fit into our clients’ overarching technology strategy? Why do our top mobile clients choose Opus? Read on for Juliette’s answers to all these questions and to discover how the Opus Together approach informs the way we help our clients to achieve their mobile objectives. Choose from networks with a strong mobile partner heritage Every client’s technology strategy differs, so whichever services they’re enquiring after, it’s important to us that we can provide them with choice. Looking at our business mobile services specifically, that starts with their ability to choose the right network for them. Currently, Opus supplies two business networks: O2 and Vodafone. Both are 5G inclusive as standard, future proofing our clients’ mobile estates for technologies that are to come. We also offer a multi-network solution, which allows our clients to benefit from taking a bespoke offering that isn't widely available. How does a...

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### Hybrid Working Cyber Security [Download]

> Find out how to keep your business safe from anywhere, on any device with our guide to hybrid working cyber security.

- Published: 2021-11-05
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/blog/hybrid-working-cyber-security-download/
- Categories: Cyber Security, Hybrid Working, IT

How to keep your business safe from anywhere, on any device After months of working from home during Covid-19 restrictions, many businesses have implemented a hybrid work model whereby employees work both in the office and remotely. The move to hybrid working has largely been well received by businesses and employees alike, however, one of the flipsides is that it has also opened up more risks when it comes to cyber security threats. "Between August 2020 and August 2021, ransomware attacks increased by 64% year on year". The move to remote and hybrid work has been a factor in this massive increase in ransomware. How can businesses stay secure whilst hybrid-working? If your plans for 2022 include hybrid working now is a good time to review your cyber security and how to keep your business safe from anywhere, on any device. Opus can provide support if you are looking to protect your organisation whilst hybrid working, or are interested in technology that can support the move to hybrid working. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Interview with Ethical Hacker and IT Security Lead

> Zero Trust explained. We interview our very own ethical hacker and IT Security Lead David Higgs on Zero Trust and a number of cyber security topics.

- Published: 2021-10-26
- Modified: 2023-07-14
- URL: https://www.opustech.co.uk/blog/interview-with-ethical-hacker-and-it-security-lead/
- Categories: Cyber Security

As part of National Cyber Security Awareness Month (NCSAM) we interviewed our IT Security Lead and ethical hacker David Higgs on Zero Trust and a number of cyber security topics. Part of the Opus Solution Design team and Certified Information Systems Security Professional (CISSP), David talks about:What Zero Trust isWhy Zero Trust is important? The impact the pandemic has had on cyber securityHow to deploy Zero Trust solutionsThe first steps to take into Zero TrustThe future of passwords according to MicrosoftThe key features of a Zero Trust methodologyHow Opus can help with Zero Trust https://vimeo. com/635295414 Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### What is Zero Trust and why is it so important?

> Download our Zero Trust guide to find out what it is and why it's so important for businesses to look to adopt this methodology.

- Published: 2021-10-15
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/what-is-zero-trust-and-why-is-it-so-important/
- Categories: Cyber Security

Why you should never trust and always verify What is Zero Trust and why is it important for businesses today? Our information security lead and ‘ethical hacker’ Dave Higgs explains the concept of Zero Trust. Using the ‘medieval castle’ analogy he provides some useful insight into areas for any business to consider when embarking on a Zero Trust journey. The “Zero Trust” methodology is a concept born out of a response to the emerging threats and a changing IT landscape. The basis for this methodology is that even if someone is inside the ‘trusted’ part of your network, they should still be treated like someone who is outside of this network. Regardless of where the request originates or what resource it accesses, Zero Trust teaches us to “never trust, always verify. ” Why adopt Zero Trust? The “Zero Trust” methodology is a concept born out of a response to the emerging threats and a changing IT landscape. The basis for this methodology is that even if someone is inside the ‘trusted’ part of your network, they should still be treated like someone who is outside of this network. Instead of assuming everything within the corporate firewall is safe, the Zero Trust security model always assumes breach and uses verification of each request, as if the request was originated from an outside source. Regardless of where the request originates or what resource it accesses, Zero Trust teaches us to “never trust, always verify. ” Businesess that have enabled critical applications to be publicly...

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### Guide to SD-WAN cloud connectivity

> A guide to SD-WAN cloud connectivity and how to transform your essential network connections through the power of the cloud.

- Published: 2021-09-29
- Modified: 2023-01-16
- URL: https://www.opustech.co.uk/blog/guide-to-sd-wan-cloud-connectivity/
- Categories: Hybrid Working, IT

Transform your essential network connections through the power of the cloud As businesses around the world rapidly adopt a cloud-first strategy, your network has to work harder than ever to deliver the required user experiences via the cloud. Many companies have already begun to shift away from traditional networking architectures like MPLS in favour of more-fully featured and intelligent SD-WAN technologies. Part of our Opus Connect range of solutions, SD-WAN (Software Defined Wide Area Network) enables organisations to transform their network for the cloud. Now that many businesses have already moved to the cloud, or are in the process of doing so, SD-WAN is the technology that enables you to connect everything together seamlessly. Now the world has shifted from working from home to working from anywhere, Gartner predict that SD-WAN technology will grow by 2. 6% per year through to 2025. Harness the power and intelligence of SD-WAN cloud connectivity and revolutionise how you connect your sites and your workforce to enable everyone to work anywhere, anytime and on any device, securely and effectively. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Is your mobile estate being managed correctly?

> Mobile Sales Director Juliette Lee reveals what effective mobile estate management looks like and how to manage your mobile estate better.

- Published: 2021-09-27
- Modified: 2023-06-27
- URL: https://www.opustech.co.uk/blog/is-your-mobile-estate-being-managed-correctly/
- Categories: Mobile

Mobile Sales Director Juliette Lee reveals what effective mobile estate management looks like and how to manage your mobile estate better Companies spend a great deal of time analysing and putting together mobile contracts that meet their business demands, yet business mobile estate management is often overlooked.    Effective mobile estate management is critical to reducing mobile costs, delivering ROI and getting the most out of your contracts. What does effective business mobile estate management look like? How can you qualify the effectiveness of your own mobile estate management and which business mobile services can you leverage to better manage your estate and deliver the mobile ROI you’ve promised?    Is it time to select a new business mobile provider? Use our helpful checklist of questions to ask yourself and your provider when reviewing your mobile estate contracts. What does effective mobile estate management look like? 1. A clean database An effective mobile estate is underpinned by a clean database. What does this look like? The database is up to date End-user details are accurate Cost centres are correct  Additionally, the database includes any other line identifiers required to help finance, HR and all of the other teams that support the end-users with a clear overview of the mobile estate, from records such as where each device is assigned to specific mobile numbers for users. 2. Correct Tariffing Tariffing is often one of the first places a company will look when reviewing the effectiveness of its mobile estate generally. While effective mobile...

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### Why choosing the right technology partner makes upgrading your Mitel estate easier

> When it comes to upgrading your Mitel estate, we take a look at why choosing the right technology partner is so important.

- Published: 2021-08-17
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/why-choosing-the-right-technology-partner-makes-upgrading-your-mitel-estate-easier/
- Categories: Industry News, Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The last 18 months have certainly been a rollercoaster, with businesses across all industries having to quickly reconfigure their communications estates in response to national lockdowns and now fast-forward to today it seems that hybrid-working is set to stay.  With this in mind, many businesses are now talking about implementing permanent strategies to help them adapt and thrive in today's hybrid working world.  In our blog, ‘Three reasons why you should get current with your Mitel UC suite' , we looked at how businesses that have been agile during the pandemic are more likely to succeed and why as a Mitel user specifically, it is vital to get and stay current with your communications estate at this time. But is it all as easy as that? We think it could be... Choosing the right technology partner can be the ‘game-changer'When it comes to upgrading your Mitel estate, choosing the right technology partner can be a game-changer. So, how do you know who you should partner with? At Opus, we’ve been supporting Mitel customers for over 25 years and believe firmly that our success lies in the fact that it’s simply in our DNA to do what we do. We take the time to understand each customers' unique business requirements and communication challenges before advising on the best solution for them. Whether they choose to migrate either wholly or partly onto the cloud, we can take care of the entire process, from design through to deployment, ongoing support and account management. In short, if our customer succeeds,...

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### Picking up the phone with Opus’ Mobile Sales Director, Juliette Lee

> What does mobile telecoms look like today? How does it challenge your existing mobile estate and why is Opus the right partner to help you adapt?

- Published: 2021-08-15
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/picking-up-the-phone-with-opus-mobile-sales-director-juliette-lee/
- Categories: Mobile

Over the last 20 years, the mobile telecoms scene has evolved dramatically. Now, as we navigate a period of accelerated change, Opus’ new mobile sales director, Juliette Lee, reveals how looking back is key to unlocking a brighter mobile future. Today, most of us use our business phones as portable offices, enabling all kinds of core capabilities without which we would struggle to work. But it wasn’t always this way. When Juliette first started down her mobile journey, Mercury One2One was leading the curve, wholesale partners had just been created and the 3 series was a twinkle in Nokia’s eye. “We're talking about your basic mobile device with very limited functions”, Juliette explains. “Back then, the networks had a monopoly on mobile telecoms. The introduction of wholesale partners challenged that. They opened up the market. That’s where I started. ” To succeed, those first partners needed to provide value above and beyond that delivered by the networks themselves. They needed to be more agile and they needed to put service first. Now, as we navigate an accelerated period of global disruption and many IT heads realise their mobile estate is no longer fit for purpose, the yardsticks by which those wholesale pioneers had to differentiate themselves once again ring true. “Anyone who’s worked in the mobile sector for as long as I have gained a unique insight into how every single service layer is created”, Juliette explains. “From my first roles in customer service, I followed a career path that enabled...

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### Ten Questions to Ask Yourself When Reviewing Your Contact Centre

> Discover the ten questions you should be asking yourself and your provider when reviewing your contact centre technologies.

- Published: 2021-08-10
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/ten-questions-to-ask-yourself-when-reviewing-your-contact-centre/
- Categories: Contact Centre

We caught up with our contact centre expert Kris Graham, to find out what questions organisations should be asking themselves and their current contact centre provider, when reviewing their contact centre technology.   Ten questions to ask yourself when reviewing your Contact Centre 1. What communication channels are your customers currently using and what channels are you looking to implement in the future? 2. How long do you spend extracting reporting information? Is this information available in a single report and do you have the ability to create custom reports? 3. Is the contact centre integrated with core business applications to deliver screen pops, click to dial and data directed routing? 4. Is your call recording PCI compliant, taking into account that visibility of agents is limited when working from home? 5. How easily can you make changes to agent skills based on demand in different areas of your contact centre? 6. Can you create outbound campaigns during quiet inbound periods to maximise efficiency within your contact centre team? 7. Can you tell how well your agents are coping in their roles and how effectively they’re dealing with customer conversations? 8. Does your contact centre enable the seamless transfer of customer information between the front and back office? 9. Has your contact centre experienced any downtime in the previous 12 months? If yes, what was the cost to the business from an FTE perspective and lost revenue for that time period? 10. Do your contact centre agents have the same wallboard...

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### Transform your business with Tech-as-a-Service

> At Opus we advise many organisations of all sizes to consider shifting to a Tech-as-a-Service subscription model for their IT consumption.

- Published: 2021-08-09
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/transform-your-business-with-tech-as-a-service/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Digital Transformation in a Modern Workplace Many organisations are already reaping the rewards of having a robust IT digital transformation strategy in place – with increased productivity, greater collaboration and output, improved customer relationships and employee morale, to name but a few of the benefits. In addition, the pandemic has fast tracked the adoption of a ‘mobile first’ philosophy giving employees the ability to work anywhere, at any-time with hybrid working now the norm.   Recent analysis by Deloitte highlights that in 2021 a redoubling of digital transformation efforts is required to enable organisations to recover from the COVID-19 crisis and boldly position themselves to thrive in the future. Deloitte highlights that an emphasis needs to be placed on improving cloud infrastructure, data and analytics capabilities, cybersecurity, and business model transformation. IT technology needs to therefore be fit for purpose if an organisation is to continue to thrive, recover and prosper as we begin to move out of the pandemic. Why make the technology shift from legacy IT? In-house IT resources are often stretched to capacity making it difficult and financially unviable for companies to devote time, effort and budget to manage and maintain IT infrastructure as well as the myriad of different devices across the entire organisation. As a result, we still see many companies operating on older and outdated IT legacy systems where devices are unaligned to the user requirement needed for a Modern Workplace. Legacy systems have been a hurdle to digital transformation efforts since way before the...

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### Three ways Microsoft Teams will help you embrace hybrid working

> Discover three ways Microsoft Teams will help you to embrace hybrid working and other key considerations to make the most of your technology.

- Published: 2021-08-05
- Modified: 2024-05-16
- URL: https://www.opustech.co.uk/blog/three-ways-microsoft-teams-will-help-you-embrace-hybrid-working/
- Categories: Collaboration, Microsoft

How to maximise your investment and get the most value out of your existing tools For many organisations, Microsoft Teams has been a lifeline throughout the pandemic, bringing colleagues together when they are apart and fostering remote collaboration in challenging times. At the most recent count, usage of the platform has reached 145 million daily users around the world, attesting to its widespread adoption and just how instrumental it has been in helping organisations to weather the repercussions of the global health crisis. At Opus, we have a number of Microsoft Teams solutions to help businesses achieve their communication and collaboration goals. The way we work has undoubtedly changed with many of us still working a mixed week with time in the office and time working at home - the use of Microsoft Teams continues to be an integral part of how we all communicate and collabore. With this in mind, we've gathered our experts together to ask how organisations that are using Teams can continue to get the most from it to enable the smooth adoption of the next evolution of work? To help our customers answer these important questions, we sat down with Opus Sales Directors Stephen Harte, Paul Allen and Matt Dudleston. What insights did they share? Adapting to thrive “We are already seeing organisations making plans for using Teams in the office as well as at home”, Stephen reveals. “It's a different environment that will require businesses to adapt. At home, most employees can work from...

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### Should I accept a LinkedIn invite from a stranger?

> Our information security lead at Opus talks about why you need to be vigilant when accepting LinkedIn requests from strangers.

- Published: 2021-07-28
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/should-i-accept-a-linkedin-invite-from-a-stranger/
- Categories: Cyber Security

Opus’ own ‘Ethical Hacker’ shares advice on social media requests from strangers We all know that LinkedIn is a fantastic social media tool that helps you grow and maintain your professional network, keep in touch with colleagues and connect with new contacts that you’d like to speak to. However, when considering whether to accept a connection request from a stranger, have you ever stopped to think if this stranger could be a ‘hacker’ or a ‘bot’? We caught up with Dave Higgs, our information security lead at Opus to find out why you need to be vigilant when accepting requests from strangers and what checks you can make to ensure your contact is legitimate. Why be vigilant? “It’s great to have a far reaching network on LinkedIn, especially for those who are connecting with each other to do business”, Dave comments, “But, you should still be vigilant when accepting connections from people you don’t know, as there are Bots, Fraudsters and Hackers out there that are spreading misinformation or trying to gather information in order to exploit companies, their employees and customers. ” The issue is very real it seems, just recently a BBC article entitled ‘How your personal data is being scraped from social media’ reported how hacker Tim Liner compiled a database of 700 million LinkedIn users from all over the world, which he sold for around $5,000. In Dave’s experience, hackers are definitely targeting businesses and its employees and suppliers looking for the weakest points of entry. Dave...

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### Hybrid challenges to traditional telephony: how should you adapt?

> The hybrid working model challenges traditional telephony. Review your existing systems to ensure they meet your employees’ needs — wherever they’re based.

- Published: 2021-06-15
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/hybrid-challenges-to-traditional-telephony-how-should-you-adapt/
- Categories: Hybrid Working, Telephony

Review your existing telephony systems to ensure they meet your employees' changing needs — wherever they're workingFor decades now, handsets and hardware have ruled the telephony world, so much so that for most organisations, they've become a staple of the office. “In our experience, even when the UK went into national lockdown and organisations were operating fully remotely, around 60% of employees still had a handset at home”, explains Matt Dudleston, Sales Director at Opus. “That's almost non-existent now, not just in terms of remote working but even in the office. ”Matt speaks with prospects and customers every day to help them understand their business objectives and identify which solutions will get them there. Right now, the hybrid working model and its impact on traditional telephony are right at the top of their priorities. How has hybrid working challenged the systems we use to speak with one another? How is this impacting our colleagues and customers — and how can your organisation adapt? Telephony systems in hybrid working modelsAs you might expect from solutions traditionally dependent on handsets and hardware, the sudden shift to fully remote working challenged the way many organisations made use of their existing telephony systems almost overnight. “We've spoken with numerous businesses who set up multiple VPNs (virtual private networks) in response, only for those networks to fail halfway through the working day”, explains Ben Murphy, Sales Manager at Opus. “In one case, when the networks dropped, newly remote workers were no longer able to link up with the organisation's phone...

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### Omni-channel v Multi-channel

> We take a look at the benefits of Omni-channel v Multi-channel in the contact centre solution when looking to deliver a seamless customer experience

- Published: 2021-06-14
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/omni-channel-v-multi-channel/
- Categories: Contact Centre, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Omni-channel v multi-channel - delivering on customer expectation... Can Unified Communications alone deliver a great customer experience? This was a question we explored in our blog ‘From UC to Contact Centre – are you ready to boost your information contact centre productivity? ' The modern contact centre, whether that formal or informal, plays a critical part in a company's ability to stay ahead of competition and keep up with customer demands and this is where the Omni-channel v Multi-channel question comes into play. These demands have changed rapidly in the last year as a result of the pandemic, with customers now using a mix of channels to communicate, while demanding ever more rapid response times. “70% of customers want a seamless experience when they reach out to customer service. They want to move between channels and conversations with ease and not have to explain their issue time and time again”Source: Sales Force ‘Customer ExpectationsOmni-channel v Multichannel – what's the difference and why is it important? When it comes to Omni-channel v Multi-channel, both involve selling products or providing a service across more than one channel. Many contact centres deliver voice, web chat, social media and an email bolt-on but these applications are often managed in silos and are not connected to one another. The customer can't easily switch from one channel to another without having to repeat themselves before getting a resolution. This is multi-channel which starts very much from each agent operating in its own silo. The problem is that customers today don't see a brand...

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### Stay connected with these hybrid working communication systems

> A successful hybrid working communication system is underpinned by a clear strategy aligned with your organisation’s business objectives.

- Published: 2021-06-02
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/stay-connected-with-these-hybrid-working-communication-systems/
- Categories: Hybrid Working

A successful hybrid working communication system is underpinned by a clear strategy aligned with your organisation’s business objectives From Microsoft Teams to Skype and Zoom, numerous hybrid working communication systems exist to support flexible working practices. Many businesses have been using them since the beginning of the first national lockdown to maintain communications, enable collaboration, and keep their organisations running when fully remote. But hybrid working is not a fully remote scenario. Nor are many businesses expecting it to be short-term. CMI research shows that the majority of managers (80%) are already working in a blended approach (where between one and four days a week are on-site and the rest is remote). As we emerge from the pandemic, 61% of managers said they expect their staff to work in a blended fashion. ” Hybrid working: now for the reality... , CMI Our working practices look to have changed for good. This means that if businesses want to maximise performance and remain competitive, they will need to re-evaluate their systems to determine how they’re being used and whether or not they’re still fit for purpose. Hybrid working poses entirely different challenges from fully remote workforces. Which hybrid communications solutions should you consider to help your organisation overcome them — and is there another side to the solution that you might not have considered yet? Hybrid working is here to stay. Can you say the same for your solutions? “When the shift to remote working came, businesses throughout the UK reacted admirably to leverage their technology and keep...

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### Business continuity in a changing world

> We have prepared this guide specifically to help our Mitel customers prepare for business continuity in a changing world. Download it today.

- Published: 2021-05-27
- Modified: 2023-07-17
- URL: https://www.opustech.co.uk/blog/business-continuity-in-a-changing-world/
- Categories: Mitel, Telephony

Helping our Mitel customers prepare for a post-COVID worldThere has never been a better time to review your existing communications technology and processes – nor has it ever been more crucial as we begin to come out of the pandemic. If a business is to adapt to the future of work, to new expectations and to employees' demands for flexibility, it should be adopting future-proof, integrated communications tools. In partnership with Mitel, we have prepared this guide specifically for our Mitel customers to help prepare you for business continuity in a changing world. Packed with useful information and some handy check-lists to help you prepare your business, this guide will be an invaluable resource to help you navigate the changes ahead. Keeping connectedThere's no denying that the COVID-19 pandemic has dramatically changed the day-to-day lives of billions of people around the world. It's also fundamentally changed how businesses operate, with organisations across the UK having to switch, almost overnight, to a model centred on remote (or, in many instances, hybrid) working. And they have had to do all of this while keeping productivity and morale high– not an easy feat, by any means. We've seen countless businesses adopt video conferencing technology (many for the very first time) to great effect. But such tools do not offer an all-encompassing solution. Sales teams, sales engineering, customer service agents, and other departments in enterprise organisations, require integrated systems that not only keep them in contact with their teams, but improve the customer experience at a time in which communication...

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### Five essentials for informal contact centre success

> Read about five essentials for informal contact centre success that could seamlessly be added to help boost your efficiency and customer experience.

- Published: 2021-05-14
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/five-essentials-for-informal-contact-centre-success/
- Categories: Contact Centre, CX

Contact centre functionality that can seamlessly be added to your UC to help boost efficiency and customer experience In our last blog we looked at the questions you should ask to determine if your business is running one or more informal contact centres. If you answered yes and would like to know more about the benefits of adding contact centre technology to your informal contact centre, read on to find out the five essentials for informal contact centre success. Five essentials for informal contact centre success Formal contact centre functionality can easily be added to your informal contact centre. We’ve comprised five contact centre essentials that you might want to consider seamlessly adding to your informal contact centre to help boost your efficiency and customer experience.    1. Improve customer interactions with skill-based routing If you have customers that require very specific information or have complex issues that need solving, then skills-based routing could be an option. Building long-term and lasting relationships is critical to any business and the longer a customer has spent being transferred to the right person or is waiting on hold, the harder it will be to have a meaningful conversation and ultimately retain that loyalty. Informal contact centres can often be siloed and calls can’t always be easily transferred to the right staff. Skill-based routing starts the conversation in the right vein by bringing customers to the staff member best qualified to help them and allows the informal contact centre to be more agile in the...

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### Does your business have an informal Contact Centre?

> Does your business have an informal contact centre? Find out the key questions to ask yourself.

- Published: 2021-05-10
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/does-your-business-have-an-informal-contact-centre/
- Categories: Contact Centre

The informal contact centre isn’t new, yet many businesses don’t see themselves as such. In an increasingly digital world where customer experience and employee experience is now more important than ever. Read on to learn what an informal contact centre typically looks like and why adding Contact Centre functionality to your Unified Communications could help boost your employee and customer experience. What is an informal contact centre? When asked, ‘Does your organisation have a contact centre? ’ many companies might answer ‘no’. The truth is, many who answered ‘no’ do actually have at least one if not more ‘informal contact centres’ that are operating within the business. We’re all familiar with the formal contact centre set up – often consisting of large groups of agents wearing headsets and dedicated to answering a high volume of customer interactions each day, often fairly repetitively. Informal contact centres often exist within a business but aren’t the sole purpose of the business.  If you have a team of employees that are responding to and assisting with internal or external incoming communications or requests from customers, this is an informal contact centre. Whereas formal contact centre agents are usually trained to do one job on a volume basis, the employees in the ‘informal contact centre’ situation typically get more involved with a range of tasks and requests that are non-repetitive, often more complex and not measured in the same way that an agent in the formal contact centre situation would be. An example of an informal...

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### Businesses Set to Embrace Hybrid Working According to the BBC

> According to an article from the BBC, 43 of the 50 biggest employers in the UK are set to continue home working.

- Published: 2021-05-07
- Modified: 2023-06-27
- URL: https://www.opustech.co.uk/blog/businesses-set-to-embrace-hybrid-working-according-to-the-bbc/
- Categories: News, Private Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Top UK Employers Plan for Mixed Home and Office Working According to the BBC, 43 of the 50 biggest employers in the UK have said they do not plan to bring staff back to the office full-time post lockdown and they would be embracing a mix of home and office working, known as hybrid working. As it stands the government is advising those who can work from home to continue doing so until June when Step 4 of the government’s roadmap out of lockdown is expected to take effect. From June it is hoped that premises that have not yet been able to open will be able to do so and that there will be further easing of restrictions on large events and performances. The new way of hybrid working will require careful planning, both to safely manage which members of staff are in the office on which days but also to ensure that businesses have the technology in place to provide a seamless service to their customers, wherever staff are located.  “Opus can offer first-hand advice on how to maintain effective communications with colleagues and customers, wherever you are located. ” Michael O’Donnell, Chief Commercial Officer Commenting on the news item, Chief Commercial Officer Michael O’Donnell said, “We are already experiencing some of the challenges ourselves and we anticipate many businesses will be in a similar position when they return to the office in numbers. These include multiple video calls taking place in an open plan office and hybrid meetings...

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### Highlights from our 8x8 ‘Operate from Anywhere’ Webinar

> Read the highlights from our 8x8 Operate from Anywhere briefing on how hybrid working is now becoming the way we will work into the future.

- Published: 2021-05-04
- Modified: 2023-03-28
- URL: https://www.opustech.co.uk/blog/highlights-from-our-8x8-operate-from-anywhere-webinar/
- Categories: News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

At our recent 8×8 webinar ‘Operate from Anywhere’ we were joined by business leaders keen to understand what the changing world of work will look like now many of us are set to welcome employees back into the office – and crucially why the conversation is changing from work from home to work from anywhere with hybrid working set to become a more permanent way of working. Opus and 8×8 lead the way in providing users with a solution that allows them to effectively work from anywhere Ben Murphy, Opus SME Sales Manager and Graham Kedzlie, 8×8 Director – VAR Channel, talked through the strong relationship that Opus and 8×8 have and the way they are providing many businesses with the right communications infrastructure to cater for business needs whether that be in the office, home based or a hybrid of the two. “It’s in 8×8’s DNA to allow its users to work effectively from anywhere across both UC and CC on a worldwide scale” Ben Murphy Changing the conversation Chris Angus, Senior Director Commercial Sales at 8×8, went on to lead the discussion on how the conversation is now changing from work from home to work from anywhere – a conversation that is evolving at pace! Underpinning this discussion was the ‘mad dash panic’ to move to home working just over a year ago when businesses rushed to put technology in place to ensure staff were fully functional at home. We know now that some of these solutions can only now be seen...

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### From UC to Contact Centre – Are you ready to boost your informal contact centre productivity?

> If you're still only offering single channel UC within your business, why should you consider changing to a contact centre solution?

- Published: 2021-04-20
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/from-uc-to-contact-centre-are-you-ready-to-boost-your-informal-contact-centre-productivity/
- Categories: Contact Centre, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Is your current phone system enough to fully support your business? Before 2020, the only time many organisations actively thought about their phone systems was when they failed. A pandemic and several lockdowns have changed that. The availability of new channels such as email, social media, websites, live chat and SMS, alongside a growing trend towards digital, has presented businesses with a range of innovative options for engaging their customers. For many organisations, the way they interact with customers has been firmly placed in the spotlight, and for those who are, adding contact centre functionality is proving to be a game-changer. Phone System functionality vs Contact Centre – what's the difference? A phone system traditionally only manages inbound and outbound calls (unified communications), while a Contact Centre (CC) offers ‘omnichannel' support seamlessly across a number of different channels such as voice, messaging, social media, email and in some cases even video. It's important for businesses of any size that provide customer service to consider if contact centre technology can enhance the customer experience, and for those who currently only use a phone system (unified communications) to evaluate if this single channel of communication is providing the level of customer experience required. If the answer is yes, then great, if it's no then it could be time to move to a contact centre solution instead. What functionality is available in the Contact Centre vs Unified Communications? Unified Communication platforms typically include voice, internal messaging and presence functionality. Key features are: Auto-attendant, Hunt Groups,...

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### Opus achieves Microsoft Gold Partner accreditation in Cloud Productivity

> Our award winning Tech Team are now Microsoft Gold Partner in Cloud Productivity. Get in touch for a no obligation review of your technology

- Published: 2021-04-16
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/microsoft-gold-partner-in-cloud-productivity/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

We’re delighted to announce that our award winning Technology Team have achieved Microsoft Gold Partner accreditation in Cloud Productivity for enterprise level solutions. As Microsoft Gold Partner this means our customers will continue to receive the very highest standard of customer service, technical and engineering support from a team that are skilled and accredited to the very highest level. A Cloud Productivity competency highlights our teams' skills in delivering innovative Microsoft 365 solutions, and how we translate this into helping our customers deploy and manage applications like Exchange Online, SharePoint Online, Teams, and Business Voice. Partnering with Opus for your Microsoft 365 Licensing and Support Throughout the pandemic the Technology Team at Opus have continued to provide first-class and proactive advice and support to all of our customers to ensure they achieve the return on investment you would expect from your entire IT infrastructure. As Microsoft Gold Partner, our engineers have been trained to the very highest level to be able to deliver a Modern Workplace solution that is aligned to business strategy and budgetary requirements. “Microsoft Gold accreditation rubber stamps the whole team's commitment to developing strong relationships with both our customers and with Microsoft. We are able to deliver best in class and innovative Microsoft 365 productivity solutions to meet the demands of today’s modern workplace requirements”. Stephen Harte Sales Director, IT Services Opus are an award-winning team To further demonstrate the commitment and dedication our technology team have shown over the last year, and underpinning our Microsoft...

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### Opus announced as winners at the Vuzion Cloud Awards 2021

> Opus Technology team announced as winners of UK Partner of the Year Award and UK Modern Workplace award at the Vuzion Cloud Awards 2021

- Published: 2021-03-30
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/opus-announced-as-winners-at-the-vuzion-cloud-awards-2021/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Technology win two awards at the Vuzion Cloud Awards 2021 We are thrilled to announce that the Opus Technology team have been announced as winners of both the UK Partner of the Year Award and the UK Modern Workplace award at the Vuzion Cloud Awards 2021 event which took place on March 25th. This was the first awards night that Vuzion have held and was a fantastic virtual evening, where the Opus Tech Team alongside all the other shortlisted finalists were entertained with an amazing show from Magic Circle magician, Paul Fowler, and an inspirational address from former England and Arsenal player, Ray Parlour. “To win not only one, but two awards was such a surprise and an honour and is testament to all the hard work that the whole Opus Technology team has put in over the last year”, commented Stephen Harte, Sales Director – IT Services. Opus were winners in the following categories: UK Partner of the Year – sponsored by Vuzion Recognising Opus as the cloud reseller of choice and showing the whole team's passion and determination to succeed in the UK market. UK Modern Workplace Partner – sponsored by Microsoft Recognising the work that Opus have put in place to develop our Modern Workplace offering and customer base within the UK market, focusing on Microsoft 365, Teams, Business Voice and SharePoint. “The team have continued to provide first-class and proactive support and advice to our customers through this pandemic, ensuring the transition to remote working and a...

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### Highlights from our Mitel Customer Briefing 2021

> Read on for the highlights of what we covered at our Mitel Customer Briefing 2021 and what Mitels roadmap is for the coming year

- Published: 2021-03-26
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/highlights-from-our-mitel-customer-briefing-2021/
- Categories: Industry News, Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

We were joined by many of our Mitel customers in a live ‘Mitel Customer Briefing 2021' webinar that took place on Thursday 25th March. This briefing gave our customers an overview of Mitel's Vision, Strategy and Roadmap for 2021 by rounding up some of the highlights and key points from the Mitel global annual partner kick-off event “Mitel Next 2021” which took place earlier in the month. Supporting our Mitel CustomersThe briefing kicked off with an update and overview of Mitel from Nick Riggott, Sales Director UK&I at Mitel. Nick outlined the key focus areas for existing customers and how Mitel are supporting them with a roadmap that is ‘technically relevant' and ‘technically up to date'. The emphasis was very much on providing Mitel customers with choice and making it easier to deliver the reliability, consistency and quality that Mitel are synonymous with. “We aim to take the outcome requirements of our customers and understand what their real needs are then provide a solution that meets those needs”. Nick Riggott, Mitel Sales Director UK&IProduct UpdateNext up was Stefan Bagiensky, Chief Technical Officer at Opus. Stefan outlined some of the exciting developments and innovations that came out of the Mitel Next 2021 roadmap and gave an insight into Mitel's CloudLink platform and the Open APIs integrations that are available. The focus was very much on user experience, customer experience and on choice (a theme that came up in several of the updates). “User experience and customer experience, is a very key consideration in everything that Mitel is...

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### Five ways to transform the citizen experience in local government

> Find out what we mean by the citizen experience and how local governments can adapt their communications estates to deliver an omnichannel service.

- Published: 2021-03-16
- Modified: 2024-02-26
- URL: https://www.opustech.co.uk/blog/five-ways-to-transform-the-citizen-experience-in-local-government/
- Categories: CX, Industry News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

For 20 years, Paul Allen, a public sector communications expert at Opus, has been helping organisations across the public and private sectors to solve their communication challenges. “When we’re talking about the citizen experience, what we’re really talking about is the digital experience”, explains Paul. Today, that typically involves helping local governments along their digital transformation journey — all in the name of transforming the citizen experience. “The public wants to engage with their councils using the channels of their choice. They expect an omnichannel experience, and councils want to be able to deliver that so that citizens interacting with them on any media have a consistent experience. ” A ‘digital’ citizen experience “What local governments are trying to do is enable their citizens to engage with their councils however they prefer”, explains Pete Whitehouse, another public sector expert at Opus. Advances in technology mean that for citizens, digital experiences are increasingly the norm. Even before COVID-19, the younger generation was already driving this change, highlighting how the public sector needs to adapt in order to meet changing citizen expectations. “It’s about the council being seen as being more open and approachable, engaging new channels such as social media, artificial intelligence (AI) and webchat within their website to drive a truly citizen-centric approach. ” What steps can local governments take to deliver this and advance their digital transformation? Five ways to transform the citizen experience 1. Embrace self-service “Where a council is currently getting high levels of calls into a contact centre, the technology now...

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### Vuzion Cloud Awards 2021 Finalists

> Opus shortlisted for UK Partner of the Year and UK Modern Workplace Partner at the 2021 Vuzion Cloud Awards

- Published: 2021-03-11
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/vuzion-cloud-awards-2021-finalists/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Technology are shortlisted in two awards categories at the Vuzion Cloud Awards 2021 We are very proud to announce that the technology team at Opus have been shortlisted for two awards in the Vuzion Cloud Awards 2021. UK Partner of the Year – Sponsored by Vuzion This award recognises resellers like Opus who have developed their cloud reseller business over the last year and have shown passion and determination to succeed in the UK market. UK Modern Workplace Partner – Sponsored by Microsoft This award recognises partners that have developed their Modern Workplace offering and customer base within the UK market. This year has been met with challenges and opportunities for everyone and so we are particularly proud that our team’s efforts have been recognised in this way. We have been continuing to provide first-class and proactive support and advice to our customers throughout the pandemic, ensuring that the transition to remote working and a modern workplace has remained as seamless as possible. Awards Ceremony The Vuzion Awards evening will take place on the evening of Thursday 25th March. We are very much looking forward to being part of this evening and would like to wish all the finalists the very best of luck. Why partner with Opus as your Microsoft Technology Partner? As a Microsoft Gold Partner, Opus Technology are well placed to review and support your Microsoft services. Our expert IT Consultants will work with you to help transform the way your technology is procured and used by providing...

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### Download our guide to Operating from Anywhere [eBook]

> Download this essential guide to provide you with valuable insights into how to accelerate your organisation’s shift to Operate From Anywhere.

- Published: 2021-03-09
- Modified: 2023-10-27
- URL: https://www.opustech.co.uk/blog/download-our-guide-to-operating-from-anywhere-ebook/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Remote working is here to stay Operate from anywhere is our latest ebook created in collaboration with our partner 8×8. Jointly we examine what the next evolution of remote working looks like. This essential guide will provide you with valuable insights to accelerate your organisation’s shift to Operate From Anywhere. Ensure the technology you use is optimised to work in the very best and most effective way for the next evolution of remote work. Remote work is an essential piece of the business puzzle to empower employees, better serve customers, and increase revenue. According to a survey from Enterprise Technology Research (ETR), the percentage of workers permanently working from home is expected to double in 2021. In 2020, we learned that remote work is no longer a nice-to-have perk—it is an operational pillar that enables employees to serve customers, generate revenue, reduce costs, and innovate at any time from anywhere using any device. Introducing Operate from Anywhere Organisations are evolving from the temporary, individual or departmental nature of work from home that was set in place during 2020 towards a more holistic approach. “Operate from Anywhere” recognises that most business is a team sport with little room for “silo-doing” and “silo-thinking”. It recognises that long-term business survival requires a strategic approach to communications, one that optimises productivity, ensures customer retention, maximises revenue generation, and provides visibility throughout the organisation. This is not a quick-fix, IT-only problem. It is a critical component of good corporate governance that must be top of mind...

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### Opus Named Mitel Cloud Partner of the Year at Global Partner Awards

> Opus Named Cloud Partner of the Year International - Top Cloud Partner 2020 at Mitel’s Global Partner Awards 2021 Ceremony

- Published: 2021-03-08
- Modified: 2023-01-04
- URL: https://www.opustech.co.uk/blog/opus-named-mitel-cloud-partner-of-the-year-at-global-partner-awards/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus recognised for being a trusted and reliable customer advisor Opus today announced that it was named Cloud Partner of the Year International – Top Cloud Partner for the International theatre during Mitel’s 2021 Global Partner Awards Ceremony. The annual awards program, held at the Mitel Next partner conference, recognised Opus for its dedication to providing solutions that customers rely on to communicate, collaborate, and power productivity. “Opus has demonstrated outstanding performance in guiding customers through the challenges of the past year as organisations looked to mitigate the workplace changes driven by the pandemic and modernise their communications and collaboration capabilities,” said Scott Peterson, Chief Revenue Officer, Mitel. “Mitel fundamentally believes that going to market with our partners is key to delivering the best customer experience. This award reflects the value Opus brings to the table and the commitment they’ve made to helping customers choose the right cloud or on-premise solution to not only meet today’s business needs, but easily evolve to support new and future ways of working. ” “This award recognises the whole team at Opus and their commitment to help customers leverage the power and flexibility of cloud communications, whilst understanding THEIR journey. Well done team! ” Michael O’Donnell, Chief Commercial Officer About Opus Founded in 1992, Opus provides public and private sector organisations with end-to-end purpose driven technology solutions.  Platinum Solution Partners with Mitel, along with 8×8, Gamma and Cirrus Response, as well as being a Silver Cloud Services Partner for Microsoft, Opus offers technology consultancy together with engineering excellence...

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### The rise of the digital consumer and what this means for Customer Experience

> Success in the future will be all about customer experience in a digital world. Read on to find out how COVID has shaped this and what you need to do about it

- Published: 2021-02-24
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/the-rise-of-the-digital-consumer-and-what-this-means-for-customer-experience/
- Categories: Contact Centre, CX, Digital Transformation, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The rise of the digital consumer isn't a new phenomenon but the events over the last year seem to have hyper-accelerated it. According to research by Deloitte, 'Lasting lockdown habits: a new digital consumer? ': “The devastating impact of COVID-19, and the resulting lockdown, has undoubtedly acted as a catalyst: speeding up consumers' digital adoption and introducing new trends at a rate few could have predicted”. Mobile and online usage trends initiated or accelerated during the pandemic are likely to mould consumer behaviours for years to come. In its report, Deloitte goes on to say: “Although it might be difficult to accurately predict future behaviours, the opportunities and challenges organisations face as a result of the COVID-19 pandemic are becoming clear. A key indicator of how well they might perform post-pandemic is the degree to which they embrace digital tools as a way to run their business, as well as to interact with customers. A company's digital assets and performance will increasingly drive consumer loyalty. "​The good, the bad and the ugly experience during the pandemicWe've all no doubt heard about or experienced good and bad customer experiences throughout this pandemic. The news has been littered with stories of people who couldn't get through about their holiday refund or to sort out an insurance claim due to extremely long wait times and being put on hold. According to recent research carried out by our partner Mitel, being placed on hold is the second most frustrating aspect of dealing with customer services right now, second to the...

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### The contact centre metrics you should track to help keep your customers happy

> Contact Centre metrics provide an insight into what your customers think of you. Read on to find out what metrics you should have in place

- Published: 2021-02-17
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/the-contact-centre-metrics-you-should-track-to-help-keep-your-customers-happy/
- Categories: Contact Centre, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Putting the customer first Contact centre metrics aren’t anything new, but during the last year it’s become more apparent that providing excellent customer care is now more crucial than ever. It’s easy to neglect customer care metrics when there is so much to contend with both in our work and personal lives right now – but in fact this is exactly why it should be revisited. Your customers need to feel reassured when they interact with you, that you are doing everything you can to solve their issues, they don’t want another problem piled onto an already overflowing plate. As organisations continue to navigate through the current choppy waters and come up with strategies to future proof their operations, the metrics that are put in place to ensure your customers remain happy and loyal have never been more important. By putting your customers’ interests first, this can be a time for your company’s brand to lead. Source – Deloitte ‘Maintaining customer loyalty and trust during times of uncertainty' Forging a stronger customer relationship In its report ‘Adapting customer experience in the time of coronavirus’, McKinsey state that now is the time for customer experience leaders to position themselves at the forefront of the longer-term shifts in consumer behaviour that have resulted from this crisis. Keeping a real-time pulse on changing customer preferences and rapidly innovating to redesign journeys that matter to a very different context will be key. The contact centre metrics you have in place will undoubtedly help with this. 7...

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### Four Reasons to switch to Opus for your Microsoft 365 Licensing and Support

> Four reasons to switch to Opus Microsoft 365 Licensing. Let us help you unlock the full potential of your Microsoft Licences, get in touch today.

- Published: 2021-02-13
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/four-reasons-to-switch-to-opus-for-your-microsoft-365-licensing-and-support/
- Categories: Microsoft

Is now the right time to switch to Opus for your Microsoft 365 licensing and support? As 2021 looks to be another year of challenge and opportunity, with more people than ever working from home, it is even more essential that your team are productive. When one of your team has an IT issue, it’s even harder when they haven’t got their colleagues around them to help solve the problem. You need a responsive IT support company, who will get them back working again. If that isn’t the case currently, read on to find out four reason why now could be the right time to switch to Opus for your Microsoft 365 licencing and support.   BETTER COST MANAGEMENT VALUE ADDED CONSULTANCY ENTERPRISE GRADE SECURITY EXPERIENCED SUPPORT Microsoft 365 provides a powerful Modern Workplace solution for your business by improving employee productivity, collaboration and satisfaction. It enables seamless communication anywhere and on any device, while maintaining the security and integrity of systems and data you would expect from any market leader. Despite using market leading software, we often find organisations are buying licences directly from Microsoft with little support, paying by credit card and sometimes paying too much for licences they don’t require meaning they aren’t getting the most from this application. As a Microsoft Gold Partner, it’s business as usual for the team at Opus.   We are continuing to provide first-class and proactive advice and support to our customers to ensure they achieve the return on investment you’d expect from your...

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### Six ways to improve your remote contact centre quality management

> Contact centre quality management is crucial for maximising performance. Read on to find out six ways to improve your quality management

- Published: 2021-02-11
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/six-ways-to-improve-your-remote-contact-centre-quality-management/
- Categories: Contact Centre, News, Uncategorised

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Contact Centre quality management is crucial for maximising contact centre agents' performance, and even more so now many are working remotely. In this article we take a look at six ways to improve your contact centre quality management and why this is so important. Happy Agents equal Happy Customers Investing time in your agents is one of the best ways to drive up the employee experience and in turn deliver a great customer experience too. Investing in your agents is crucial to this, and using the right Workforce Management technology should be a given, so that call centre managers can motivate and support their agents to do a good job and feel part of the team. Contact centre managers are now having to juggle even more balls than ever due to remote working and higher than normal call volumes. As a result quality management suffers and gets moved down the to do list. When quality management starts to get pushed down the priority list, the knock on is that it can start to effect agents' motivation and performance. But, this doesn’t need to be the case. As many contact centres are now in the process of adapting and finding ways to make remote working a more permanent solution, with this in mind, now is an ideal time to ensure you have a well-oiled quality management process in place. 1. Re-balance the load where necessary Countless unforeseen events in any given week can cause managers to be pulled in too many...

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### Healthcare Communications: Saying Hello to a Better Patient Experience

> Public sector expert Pete Whitehouse discusses the advantages of creating single points of access for today’s healthcare trusts and their patients.

- Published: 2021-02-04
- Modified: 2024-02-26
- URL: https://www.opustech.co.uk/blog/healthcare-communications-hello-better-patient-experience/
- Categories: Industry News, Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The global pandemic has shone a spotlight on the extraordinary efforts of the people working for the NHS. In these unprecedented times, what more can hospitals be doing to ensure staff are fully supported by technology that enables them to deliver exceptional patient care? Few sectors can make a stronger business case for customer-oriented communications strategies than public healthcare. In this world, where the ‘customers' are patients and the ease of communication can directly impact patient health, it is vital that NHS trusts have the systems in place to support omnichannel communications that give patients choice. “Hospitals hold a lot of sensitive patient information”, explains Pete Whitehouse, public sector expert at Opus, “so understandably they are more cautious about opening up their systems than perhaps an enterprise organisation might be. But the realisation now is that times are changing, patient expectations are changing and there are opportunities now to deliver a superior patient experience when people have to visit a hospital, whilst keeping sensitive data secure. ”Prior to joining Opus, Pete has worked for some of the largest systems integrators in the marketplace, predominantly supporting large enterprises and then the public sector for the last nine years. In this time, he has learned a great deal about the needs of public healthcare, as well as how cloud companies themselves have developed to better meet them. What do we mean by ‘the patient experience'? When we are talking about the patient experience, what we are really discussing is the outpatient experience, and the requirement by a trust to simplify...

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### Three reasons why you should get current with your Mitel Unified Communications suite

> Find out why you should get current and stay current with your Mitel Unified Communications suite by asking these 3 questions

- Published: 2021-01-14
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/three-reasons-why-you-should-get-current-with-your-mitel-unified-communications-suite/
- Categories: Mitel, News, Uncategorised

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As we enter another year of challenge and opportunity it’s even more important to begin by taking stock of your communications infrastructure to ensure you are technically agile enough to keep ahead in 2021 and beyond.   Even before COVID-19, the days of running a business with outdated communication tools could have been seen as a disadvantage. This was even more the case when we entered the pandemic! Last March, as we entered lockdown 1. 0, we saw first-hand how businesses that were agile with their communications and technology had the upper hand over those that had not kept pace and were caught scrambling. Supporting Mitel Customers is in our DNA 2020 was a challenging year for businesses who had to quickly put systems and technology in place to enable staff to work from home. When we reflect, we feel a tremendous sense of achievement having helped many of our Mitel customers like Anna Freud quickly set up working from home as ‘business as usual’ right from the early days of the pandemic. We’ve been supporting Mitel customers for over 28 years and believe firmly that our success lies in the fact that it’s simply in our DNA to do what we do. We take the time to understand each customers’ unique business situation and communication challenges before advising on the best solution for them. Whether they choose to migrate wholly or partly to the cloud, we can take care of the entire process, from design through to deployment and ongoing support and account...

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### Solving the Productivity Puzzle Through UC

> Remote working has only complicated the productivity puzzle. How can unified communications and collaboration solutions boost business productivity?

- Published: 2021-01-05
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/solving-the-productivity-puzzle-through-uc/
- Categories: Collaboration, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Fundamental changes to the way we work have only complicated the productivity puzzle. What can businesses do to maximise employee performance during these challenging times?  Unified communications and collaboration (UC&C) technology is one solution. For years, the subject of productivity has mystified businesses large and small. Why is one employee more productive than another? What conditions must a business meet in order to maximise productivity? How can productivity be measured?   Today, we know there is a strong link between employee experience (EX) and productivity. Forrester explores this at length in their 2020 paper, ‘The Employee Experience Playbook’. In its own words, “The time has come for businesses to retire ineffective EX practices and develop EX programs that attract, retain, and cultivate the modern worker. ” What is Forrester describing when it refers to retaining and cultivating the modern worker, if not creating an environment that “put employees in the best position possible to drive business results. ” Just as many businesses were getting to grips with creating such an environment, the global pandemic came and fundamentally shifted the way we all work. Initiatives designed to boost EX, and productivity along with it, found the EX on which they were based changed almost overnight. In our new, remote working age, what does EX look like now? How can businesses pivot EX strategies to reflect these changes? And which technologies can they implement to help? The state of productivity in 2020 The shift to remote working has challenged companies’ existing EX initiatives, but it has also...

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### How to Reduce Contact Centre Costs and Boost CX

> Discover how to reduce contact centre costs and boost customer experience (CX) so your business is always available when your customers need you most.

- Published: 2020-12-17
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/how-to-reduce-contact-centre-costs-and-boost-cx/
- Categories: Contact Centre, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As businesses around the world seek to improve efficiencies, contact centre managers are finding themselves under increased pressure to reduce costs while maintaining the exceptional customer experience (CX) that today's consumers have come to expect.  Where do these costs come from and how can they be reduced without negatively impacting the contact centre's ability to serve? With over 12 years' experience providing consultative support in the cloud contact centre space, contact centre expert Kris Graham is here to help. “Successful contact centres measure performance against two key metrics: cost to serve and agent churn. Reducing these costs is key, but there isn't a one-size-fits-all solution. At Opus, we understand that every contact centre environment is different. Whether their prerogative is reducing costs, boosting CX, or striking a balance between both, it's our flexible partner approach that enables us to identify each customer's specific requirements and recommend the best-fit solution unique to them. ”The true cost of agent churn“I recently spoke with a customer who has a 12% agent churn in their contact centre”, Kris reveals. “Let's say they have 100 seats, so every year 12 people are leaving. It then takes the business six months to train up new agents to the point where they're capable of handling the phone lines independently. That means that every year, the business is paying 50% of an annual salary times 12 people to just get its capacity back to where it was before. ” The costs extend beyond direct overheads like salaries and training. When calculating the true cost of staff churn,...

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### Are you ready to build your Business Communications Roadmap for 2021 and beyond?

> Download this FREE guide, to find out how organisations can adapt and build their business communications roadmap for 2021 and beyond

- Published: 2020-12-08
- Modified: 2023-02-24
- URL: https://www.opustech.co.uk/blog/business-communications-roadmap-for-2021-and-beyond/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As 2020 draws to a close, what are the key business trends that have emerged as a result of the pandemic? And, what are the top remote working challenges that businesses will now be facing for 2021 and beyond. Key Emerging Trends 2020 has been somewhat of a rollercoaster, forcing businesses across all industries to quickly reconfigure their communications estates in response to national lockdowns. Now that the sudden shift to remote working looks here to stay businesses will now need to look at the future, longer term strategies that are required in order to adapt and thrive. Developing your longer-term strategy It is clear that a longer-term strategy for remote working is now needed. In this report we will provide you with key insights into the challenges and opportunities involved when developing your own business communications roadmap for 2021. Although the impact of remote working will vary depending on type of industry, business size and how well companies were set up to support remote working pre-Covid-19 – there are some significant and common threads that have emerged. In this report we consider both technical and financial implications, what the opportunities for digitisation, automation and other forms of disruption are, as well as the human element and the consideration of staff’s well-being within the remote workplace. Adapting to Change So where should businesses look to make changes when reviewing their systems and operations? And how should these be implemented to maximise rollout and ensure teams are getting the most value...

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### What are the benefits of Unified Communications and Collaboration (UC&C)?

> In this free to download guide we look at why a Mitel unified communications and collaboration solution could transform your business

- Published: 2020-12-03
- Modified: 2023-07-17
- URL: https://www.opustech.co.uk/blog/mitel-unified-communications-and-collaboration/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Unified Communications and Collaboration should be a necessity for businesses looking to transform their communications roadmap for 2021 and beyond.  What is Unified Communications and Collaboration? Unified Communications and Collaboration (UC&C) combines every modern form of communication a business has into one easily manageable platform. An estimated 86% of customers say that they are willing to pay more for an excellent experience and as businesses continue to focus on customer and employer experience, having the right UC&C platform that replace the traditional set up of separate phone systems, email management, collaboration tools and instant messaging is going to remain critical. Six reasons why UC&C is now a necessity:Enhancing crucial experiencesEvery customer call, click, text, chat or email needs to be engaged with quickly, smartly and seamlesslyFostering closer working relationshipsCollaboration between employees always leads to better results Providing a significant boost to productivity and mobilityAllowing people to work flexibly from anywhere and at any time leads to higher employee engagement and overall business performance Promoting interoperabilityTraditional siloed communications and systems will only serve to slow a business down Lowering operating costsA modern UC&C solution takes away unnecessary costs of having separate licences and puts them all together in one system Driving innovationSharing ideas and expertise can often lead to fantastic new discoveriesTransform your business with a Mitel UC&C Solution from OpusAt Opus, we're able to offer you a unique UC&C solution to transform your business. Specifically as a Mitel Platinum Solutions Partner, we have been working with industry leading customers to help them transform. In this guide we take a...

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### How Teams is Helping Businesses Adapt to the New Normal

> Businesses often turn to software to help them solve challenges. When that challenge is adapting to remote working, Microsoft Teams could be the solution.

- Published: 2020-12-01
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/how-teams-is-helping-businesses-adapt-to-the-new-normal/
- Categories: Contact Centre, Hybrid Working, Microsoft, Mitel, News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Today, businesses often turn to software to help them solve challenges. When that challenge is adapting to remote working, Microsoft Teams could be the solution. The ‘new normal’ has transformed the way businesses operate, but in one crucial aspect, we have not changed: technology remains the go-to avenue for businesses looking to solve critical challenges. In fact, the nature of the global pandemic has accelerated our technology adoption. In some cases, businesses are investing in new software solutions. In others, they are expanding on existing suites to solve emerging challenges brought about by the new normal — notably, the drive towards remote working. "According to a new McKinsey Global Survey, their companies have accelerated the digitisation of their customer and supply-chain interactions and of their internal operations by three to four years. ” McKinsey & CompanyAcross the UK, an estimated 140,000 companies currently use Microsoft Office 365 (rebranded Microsoft 365 this year). With the newest government guidelines recommending employees work from home where possible until April 2021, how can these teams continue to get the most from their software, communicate effectively and operate collaboratively? The aptly-named Microsoft Teams application could be the solution. How does Microsoft Teams work? Microsoft Teams functions as an extension of Microsoft 365. It builds on Microsoft 365’s already broad functionality, offering a suite of new communication and collaboration tools to bring workforces together, keep them connected, and help them to accomplish more, even when individual employees are physically apart from one another due to remote working.  At its core is a range of communication tools that...

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### The Future of Work is Now [Mitel+Teams]

> We look at why leveraging your Mitel investment with a Microsoft Teams integration will enhance communication within your organisation

- Published: 2020-11-27
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/the-future-of-work-is-now-mitelteams/
- Categories: Mitel, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

We take a look at why leveraging your Mitel investment with a Microsoft Teams integration will enhance communication and collaboration within your organisation for the new workforce. From there to nowTimes were changing even before the current pandemic – it's just that the pandemic has now accelerated that rate of change for many organisations. Gone are the days where employees worked 9-5 in the office each day and now since COVID-19, many want to continue working from home in some shape or form, beyond lockdown and the current tiering system that is forcing home working. The new workforce wanted more flexibility in the way they work and now this has become a reality for many, it's more important than ever for businesses to ensure they now look to deploy more permanent technology to facilitate flexible working. This technology must replicate (in some way) all the great communication and collaboration that employees had in the office, when they could easily meet for a coffee in the kitchen, book a meeting room to brainstorm with colleagues or discuss business matters over desks. The technology organisations put in place now, will shape the success of the new workforce.  Lockdowns have proved we can make remote working work in the short-term, but we now need the right technology in place as a longer-term strategy. Mitel with Microsoft Teams from Opus is your complete communications solution for the nowOur Mitel and Microsoft Teams integration is the perfect choice when it comes to achieving seamless communication and collaboration to meet the demands...

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### Three Essential Software Solutions for Maximising Agility

> The right technology infrastructure is key to solving long-term remote working challenges. Which tools and software could benefit your organisation?

- Published: 2020-11-12
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/three-essential-software-solutions-for-maximising-agility/
- Categories: Collaboration, Contact Centre, Microsoft, Mitel, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As the UK continues to adapt to national lockdowns and regional tiers, many businesses are looking for more strategic solutions to remote working challenges. The right technology infrastructure is a key piece of the puzzle. The global pandemic has tested the agility of UK businesses like never before, and they have not been found wanting. When the first national lockdown was declared in March, businesses the length of the country reacted quickly in response to new remote working guidelines. In June, they were tested again, when the lifting of lockdown led to strict government legislation around social distancing in the workplace. Now, as we dip back into a second national lockdown, many businesses are switching on to the need for a less reactive, more strategic approach. Agility is more than rapidly responding to change. It is also the ability to adapt to maintain stability. Many of the ‘make-do and mend' responses implemented by businesses over the course of the year have served them well in the short term, but they are not sustainable.   Why?  According to global private equity provider Leonne International, 33% of UK businesses simply lack the technology infrastructure to manage long-term remote working. What does this technology infrastructure look like and how will it enable businesses to adopt remote working policies long-term? 3 steps to prepare your communications estate for the future1. Enable remote communications with cloud telephony solutionsCloud-based solutions are the go-to for businesses seeking to deploy alternatives to traditional on-premises systems, and telephony technologies are no exception. Hosted or cloud telephony offers a...

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### Elevate your Contact Centre with the powerful combination of Cirrus and Microsoft Teams

> Book a free virtual consultation to find out how you can leverage the combination of Cirrus and Microsoft Teams in your contact centre.

- Published: 2020-11-05
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/elevate-your-contact-centre-with-the-powerful-combination-of-cirrus-and-microsoft-teams/
- Categories: Contact Centre, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Leverage the power of Cirrus to deliver a Contact Centre for Microsoft Teams The powerful combination of Cirrus and Microsoft Teams is here.  If you’re looking for a Microsoft Teams Contact Centre Solution we have the answer for you here at Opus. Our Cirrus Contact Centre-as-a-Service solution enables you to combine the world-leading collaboration capabilities of Microsoft Teams with a market-leading contact centre to help you better connect with your customers and with the rest of your organisation too. Make your interactions smarter Leveraging the full capability of Microsoft Teams should not mean you have to compromise in terms of your contact centre solution. Our Cirrus Voice for Microsoft Teams service enables you to be smarter in the way you handle customer interactions with market-leading capabilities to intelligently route calls, analyse customer journeys and gain the in-depth insights into both your contact centre operation and the customer experience. Powerful features out of the box The Cirrus and Microsoft Teams overlay is available as an embedded app within Microsoft Teams, enabling organisations to harness the power of the two applications to not only connect your customers, but to connect your contact centre with the whole of your organisation. With a reputation as the most resilient platform and a 99. 999% service level guarantee, our Cirrus services provide you with a highly resilient, flexible and scalable solution that allows you to meet the expectations of your customers today, while anticipating their needs of tomorrow. This powerful combination unifies a distributed workforce, improves agent productivity...

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### Taking remote credit card payments securely [PCI Compliance for homeworkers]

> PCI Compliance for homeworkers in contact centres has never been more important. We take a look at what do you need to do to ensure you comply

- Published: 2020-11-03
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/taking-remote-credit-card-payments-securely-pci-compliance-for-homeworkers/
- Categories: Contact Centre, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Now that many agents are working from home for the foreseeable, how do they continue to accept credit card payments from their customers securely? Read on to find out more about PCI Compliance for homeworkers and how it can be achieved in the remote contact centre. Don’t let card payments be your weak link If your agents take credit card payment information from customers, then all your systems must comply with the Payment Card Industry Data Security Standard (PCI DSS). We take a look at what the challenges of remaining PCI Compliant while working from home are and what you can do to ensure you remain PCI Compliant. As the number of digital transactions grows, so does the amount of fraud. Protecting card holder data is one of the biggest concerns for organisations taking debit or credit card payments and this is even more so with many more agents continuing to work from home. Although a large proportion of organisations believe they are PCI DSS Compliant, they actually might not be! A recent report ‘Verizon Business 2020 Payment Security Report (2020 PSR)’ reported a sharp decline in PCI Payment Compliance with just one in four global organisations keeping card holder data secure. What are the PCI compliance challenges? Despite the advantages of working from home, PCI compliance for homeworkers in a contact centre environment can be challenging. When we speak to our customers, about taking payments remotely, the two question we often get asked are ‘how can I ensure my remote...

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### Three Ways to Support Business Communications Remotely

> Home working has presented numerous communications challenges for businesses. Read on to discover the top three communication tips for remote teams.

- Published: 2020-10-22
- Modified: 2024-01-10
- URL: https://www.opustech.co.uk/blog/three-ways-to-support-business-communications-remotely/
- Categories: News, Public Sector, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

With home working now the norm for many, 2020 has presented numerous challenges for businesses when it comes to remote communications. An office space full of employees will seem like a distant memory for many businesses. In fact, a recent McKinsey report found that across all sectors, 15% of executives surveyed during the pandemic said at least one-tenth of their employees could work remotely two or more days per week going forward. This figure varies by country, with 20% of executives surveyed in the UK and Germany stating that at least one-tenth of their employees could work remotely two or more days a week going forward. While many people assumed business would return to normal when schools reopened in September, rising COVID-19 cases mean the UK is now facing further home working and local lockdowns. It goes without saying that some of the short-term workarounds initially put in place aren’t viable long-term. Businesses must therefore consider more robust, reliable technology to support their remote workers and remain competitive. While your organisation may have incorporated some innovative remote team communication strategies over the last few months, there’s always room for improvement. Although there are plenty of benefits to remote working, such as greater productivity and a stronger work-life balance among employees, there are three key challenges which businesses must address to support strong business communications remotely. Read on to discover the top three remote working challenges we’ve found our customers are facing, as well as how we’ve helped them overcome these... .

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### Mitel MiCollab Release 9.2 Overview

> MiCollab Release 9.2 delivers updates to security, privacy, and bug fixes it also provides several new features. Find out more.

- Published: 2020-10-20
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/mitel-micollab-release-9-2-overview/
- Categories: Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel MiCollab Release 9. 2 has just been confirmed by Mitel this week. This release provides numerous features and enhancements designed to improve telephony capabilities, user productivity, and security protocols. Mitel MiCollab is a unified collaboration suite that aligns with how employees prefer to connect in today's fast-paced environment, whether they are in the office, working remotely, or on the go. With more than 2 million users globally, MiCollab makes team collaboration simple with integrated voice, video, messaging, presence, and conferencing capabilities to streamline the way employees talk, meet and share information. What's New in MiCollab Release 9. 2MiCollab Release 9. 2 is a full maintenance release that delivers a new server load as well as new client releases. In addition to security, privacy, and bug fixes it also provides several new features. The following sections describe the new features included in MiCollab 9. 2. Telephony EnhancementsMiVoice Business – Flexible CLIEmployees will be able to designate specific outbound numbers when placing calls. This feature is valuable for employees who serve multiple roles (i. e Sales & Support) within their organisation and want to designate specific outbound calling numbers depending on each role. MiVoice Business – Present group call informationWith earlier MiCollab versions, calls made into a group alert did not contain the call number information (i. e. the group number). With MiCollab 9. 2 this information is now presented to the user in the call notification. Usability EnhancementsChat CacheMiCollab 9. 2 supports a chat cache function to decrease the chat load time and give users access to CloudLink Chat when offline. Name SortingUsers can now select...

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### UK Customer Experience Decision-Makers’ Guide 2020-21

> Download this FREE Customer Experience Decision-Makers Guide to find out the trends shaping CX for 2020-21 and beyond in the contact centre

- Published: 2020-10-16
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/uk-customer-experience-decision-makers-guide-2020-21/
- Categories: Contact Centre, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The “UK Customer Experience Decision-Makers Guide” for 2020-21 – a major annual report which looks at how organisations can drive Customer Experience strategy, performance, operations and technology is now available to download. How important is customer experience in your contact centre? As competition increases especially in today's economic uncertainty, your customers are demanding more from the experience they receive at every touch point. So how can you ensure customer loyalty to help drive the success of your contact centre? Understanding the link between loyalty and how you serve your customers throughout the entire customer experience is critical. Why should I read the ‘Customer Experience Decision-Makers' Guide' report? This report is a must read for all organisations who are looking to future proof their contact centre for now and into next year. Download the report to find out more about the research findings including how customer experience, omnichannel, AI, speech analytics and self-serve are all helping drive today's successful contact centre experience. Key insights from the reportFind out what 206 senior CX and customer contact professionals who were interviewed between May and July 2020 and a further 1,000 UK consumers who were interviewed in July 2020 had to say about how customer experience is shaping agile organisations of today:This report gives insights into:How the pandemic has affected customer experience and performanceWhich channels customers prefer and do they differ by sectorWhat the aims of a customer experience programme should beCurrent and future trends for the use of customer contact technology and its effect on CXWhat customer experience means...

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### Future Proofing Your Contact Centre [six ways to embrace remote working]

> Find out more about future proofing your contact centre for remote workers by booking a free online consultation with one of our expert team.

- Published: 2020-10-09
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/future-proofing-your-contact-centre-six-ways-to-embrace-remote-working/
- Categories: Contact Centre, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

‘New Normal' is now NormalNow that many contact centres are looking to make remote working a permanent fixture in some shape or form, we take a look at six things you need to consider when future proofing your contact centre. The unprecedented events of 2020 continue to dominate the headlines and the world around us is still evolving and adapting to the challenges and opportunities presented by the Covid-19 pandemic. Remote working has been one of the most tangible economic impacts of coronavirus on all businesses in the UK – with many viewing that home-working is here to stay. Pre-Covid it was estimated that 1. 7 million people (5%) in the UK worked from home. Overnight, this switched to 20 million (64%) including the vast majority of contact centre agents. According to Contact Babel ‘Inner Circle Guide to Remote Working', it's predicted that at least 25% of agents will permanently work from home by 2021. From short term fixes to longer term strategyOnly a few months ago many contact centres we spoke to were looking for a short-term rapid deploy home-working set up for agents. Our blog in April Omni-Channel Contact Centre Rapid Deployment Solutions was aimed at providing short term remote working solutions that contact centres could activate quickly and for the short-term. But in a year where things are still rapidly changing, one thing we do know is that home-working in some shape or form now looks set to stay for many contact centres. So, what can contact centres do now to ensure a future proofed strategy is in place for...

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### Opus launches 8×8 Voice for Microsoft Teams

> Opus launches its 8x8 and Microsoft Teams Collaboration Collaboration - a work from anywhere enterprise cloud telephony solution

- Published: 2020-09-29
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/opus-launches-8x8-voice-for-microsoft-teams/
- Categories: 8x8, Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus launches Enterprise Business Telephony and Teams Collaboration powered by 8×8 Microsoft Teams is the fastest growing enterprise collaboration application globally. Increasingly our customers tell us they are looking for a communications solution that will fully integrate with their telephony to enable powerful collaboration and deliver a work from anywhere experience. We are excited to announce the launch of our Microsoft Teams and 8×8 solution – a cloud to cloud routing integration with the Microsoft Phone System, providing enterprise grade telephony and connectivity to our customers. Consistent voice calling and collaboration on one platform all hosted in the cloud Whilst more and more organisations are choosing Microsoft Teams as their collaboration application, some are running into challenges and limitations when it comes to implementing a complementary enterprise voice solution. Opus have the solution. Our 8×8 Voice for Microsoft Teams is a cloud-to-cloud direct routing integration with the Microsoft Phone System, providing enterprise-grade telephony and global PSTN connectivity to customers that want to retain Microsoft Teams as their sole collaboration interface. With an Opus 8×8 Microsoft Teams application you can save time and money by getting all of the benefits of a robust and global enterprise communications solution that is integrated with Teams without the hassle of managing a communications infrastructure, or changing your users’ Teams experience. Hassle Free Set Up with no capital investment required. Keep using your existing phones, apps, and devices. Deploying 8×8 Voice for Teams is a simple process of connecting to your Microsoft 365 environment and selecting...

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### G-Cloud 12 Supplier for 46 Services

> Looking for a G-Cloud 12 Supplier? Opus awarded 46 different services under Cloud Hosting, Cloud Software & Cloud Support. Call 0800 316 7566

- Published: 2020-09-28
- Modified: 2023-03-22
- URL: https://www.opustech.co.uk/blog/g-cloud-12-supplier-for-46-services/
- Categories: Industry News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus able to supply 46 different cloud services on G-Cloud 12 framework Opus has once again been approved as a Crown Commercial Supplier on the latest G-Cloud 12 or RM1557. 12 public sector purchasing framework. This year Opus has been awarded 46 different cloud services under Lot 1: Cloud Hosting, Lot 2: Cloud Software and Lot 3: Cloud Support. Opus is an established, trusted, privately owned communications company, proudly holding the highest partner accreditations from leading manufacturers such as Mitel, Cirrus, Gamma and 8×8 and successfully being awarded and retaining the most important UK and international standards for our industry around Quality, Cyber Security, Service and Environment. A full list of G-Cloud 12 services available from Opus is listed below. G–Cloud 12 helps customers in the UK public sector find and buy cloud-based IT and telephony services such as resilient unified communications and cloud voice telephony services, omnichannel contact centres, video conferencing and SIP Trunk services. The framework runs for 12 months from 15 September 2020, with the option for it to be extended for another 12 months. For help and advice with procuring cloud services for the public sector, please get in touch. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Microsoft Azure Plan Information for Customers

> Find out how Opus can save you money and simplify service and support with the latest news on Microsoft's Azure Plan. 0800 316 7566.

- Published: 2020-09-25
- Modified: 2023-02-24
- URL: https://www.opustech.co.uk/blog/microsoft-azure-plan-information-for-customers/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Microsoft changes customer buying process for Azure Plan Microsoft recognises that the technology market can be difficult to navigate, with technology itself growing in complexity. Microsoft has therefore made significant changes to the customer buying process for Azure, by creating a new commerce platform and a streamlined buying experience. Partners such as Opus provide the guidance, assistance, and value-added services, that today’s businesses are seeking. The new buying experience for customers is called the ‘Azure Plan’. All Microsoft Azure customers are automatically being migrated to the new plan. Azure Plan: an overview Microsoft’s new plan incorporates a number of changes that will bring considerable improvement to the customer buying experience, including: A single global product catalogue New simplified, single, digital agreements Transparent monthly pricing Microsoft’s Single Offer Catalogue Microsoft has introduced product alignment and developed common pricing across the various methods through which customers can buy Azure; Cloud Solutions Partner (CSP) such as Opus, Enterprise Agreement or direct from Microsoft. Microsoft also allows you to mix and match buying methods, such as combining Enterprise Agreement with CSP to achieve better flexibility. As a Microsoft CSP, we are now able to create services, utilising Microsoft and other third-party offerings, to feature in the catalogue. We’ll be adding in our Azure-based services (such as Identity and Access Management, Backup, Disaster Recovery, and Database Modernisation) as well as our support, managed services and consultancy. New, Simplified, Single, Digital Agreement Microsoft has introduced one single new Microsoft Customer Agreement. The Microsoft Customer Agreement has...

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### Mitel License Violation Information

> Mitel MiVoice Business License Violation - Advice on what it means and how Opus can help you resolve the situation. Call 020 8545 8545

- Published: 2020-08-20
- Modified: 2023-01-03
- URL: https://www.opustech.co.uk/blog/mitel-license-violation-information/
- Categories: Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

MiVoice Business Security Certificate Update and Licence Violation Mitel has released its latest security certificate update for all MiVoice Business customers on Releases 5. 0 through to 9. 0. This update needs to be installed on 21st August 2020. MiVoice Business Release 5. 0 to 8. 0 customers will need to upgrade to MiVoice Business R9. 0 SP3 or install the relevant Security patch. For MiVoice Business Release 9. 0 systems Mitel highly recommends upgrading to Release 9. 0 SP3 to ensure continuity of service, but where this is not convenient a Security Certificate Update patch has now been released. If the patch or R9. 0 SP3 is not installed, then on or after 21st August 2020 the MiVoice Business system will issue a Mitel License Violation alarm. If this update is not applied in time for this deadline, License violation notices will appear on a variety of system touch points, including your phones, the MiVoice Business Maintenance Log, Sys Admin Tool / System Administration Tool and the Group Administration Tool. Incoming and outgoing calls will not be affected. If this update is not applied by 11th September 2020, phone system functionality will be impacted, which may disrupt your business operations. Your system will enter “System Lock” and users will only be able to make emergency calls. What does it mean if I see License Violation on my Mitel MiVoice Business phone? MiVoice Business can be placed into license violation mode for a variety of reasons. For example, if you use too many licenses, if a license expires...

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### Public Sector Contact Centre Solutions

> Improve your Customer/Citizen/Patient/Student Experience with help from the experienced public sector contact centre team here at Opus.

- Published: 2020-07-06
- Modified: 2023-10-27
- URL: https://www.opustech.co.uk/blog/public-sector-contact-centre-solutions/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

A choice of public sector customer experience solutions Here at Opus we offer a range of public sector contact centre solutions from Mitel, 8×8, Gamma and Cirrus. Our solutions can be deployed as single platform or stand alone Contact Centre as a Service (CCaaS) solutions. Our services include Omni-Channel, Inbound and Outbound solutions, PCI Compliant Secure Payment solutions, Call Recording and Artificial Intelligence (AI). We can integrate data lakes and provide gamification customisation to improve both the customer, citizen, patient, student and agent experience. Our experienced solution design team will listen and understand your requirements and design a bespoke public sector contact centre solution to meet the specific needs of your organisation. We are Platinum Partners for Mitel, 8×8, Gamma and Cirrus and have some of the most experienced and highly trained project engineers in the UK, which means that you can enjoy successful and timely deployments of any of the contact centre solutions we provide. Improve your customer, citizen, patient or student experience with help from the experienced public sector contact centre team here at Opus. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Mitel Platinum Service and Support

> For outstanding Mitel Service and Support talk to the experienced and highly accredited Mitel solution design and technical support team at Opus.

- Published: 2020-06-17
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/mitel-platinum-service-and-support/
- Categories: Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel Platinum Service and SupportIf you are an existing Mitel user, there has never been a better time to consider moving your Mitel support to Opus. As a Mitel Platinum Solutions Partner with over 30 years' experience in the design, delivery and support of business communications, we are perfectly placed to review your current Mitel communications and provide you with recommendations how you can optimise the solution you have or add additional features and functionality to meet the changing demands being placed on your organisation. Being independent and privately-owned means that despite the global challenges we have all faced, Opus has continued to recruit some of the most experienced solution design and project engineers in our industry and we now have arguably one of the strongest and most highly accredited and experienced Mitel engineering teams in the UK. Our engineering excellence is backed by an Institute of Customer Service accredited customer support team and proactive account management team. What does this mean for you? If you are facing any challenges with the new enforced flexible working, we can help you configure your Mitel communications to deliver reliable, sustainable home working solutions. If you are unhappy with your Mitel communications in any way and worse still, are thinking or changing to another platform, we can demonstrate what is possible and help you maximise your current investment. If you are unhappy with the current levels of support you are receiving from your incumbent provider, we can offer you a superior and more personalised customer experience. If you are happy with your Mitel communications...

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### Mitel Launches MiCloud Flex Powered by Google

> Mitel MiCloud Flex on Google Cloud from Opus enables unified, scalable, mobile communications to anyone, anywhere and on any device. Find out more.

- Published: 2020-06-16
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/mitel-launches-micloud-flex-powered-by-google/
- Categories: Mitel, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel recently announced the launch of its MiCloud Flex service build on the Google Cloud. Mitel MiCloud Flex is a complete communications solution in the cloud to enable unified, scalable, mobile communications to anyone, anywhere and on any device. It’s everything you need to take your communications to the next level—more mobility, rich enterprise and team collaboration, exceptional customer experiences— without the cost and complexity of a traditional, premises-based communications system. MiCloud Flex is built on Google Cloud’s proven reliability, security and scalability to deliver uptime and compliance you can depend on. Communicate and collaborate effectively from anywhere Today’s workforce is more mobile than ever. Staff need flexibility and fast access to applications and shared documents. Many businesses have been working from home over the last few months and are experiencing first-hand the benefits of cloud-based enterprise communications. Knowing this, our partner Mitel has developed a private cloud solution, MiCloud Flex, built on the market-leading Google Cloud platform – and available through Opus. The power of the Google Cloud Google Cloud Platform is a suite of cloud services that run on the same infrastructure that Google uses for its end-user products, such as Google Search and YouTube. In fact, seven Google products running on this very infrastructure serve over one billion users every day. Google Cloud uses advanced software-defined networking and edge caching services to deliver fast, scalable, and consistent performance. When traffic is on the network, it no longer transits the public Internet, making it less likely to be attacked, intercepted, or...

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### So what now for the office?

> Find out more about future proofing your business for the new normal way of working by booking a free online consultation with one of our expert team.

- Published: 2020-05-28
- Modified: 2024-02-26
- URL: https://www.opustech.co.uk/blog/the-new-normal-office/
- Categories: Hybrid Working, Industry News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

It's hard to believe that six months ago we published our blog plan for success in 2020. No one then could have dreamed we'd now be experiencing the biggest change to our business and personal lives we've ever seen as a result of the COVID-19 pandemic. Before COVID, the office was a place where millions of us spent about a third of our time. However, since the lockdown, a significant number of us have been working from home every day. Now that the Government have begun to ease some of the lock-down restrictions, with a primary objective of getting our economy moving again, many businesses are now considering what the new normal office might look like. Some companies in particular financial institutions like Mastercard and tech giants like Microsoft have stated that working from home looks set to become the new normal for its staff for now. The Government have supported this stance by saying that workers who can work from home should keep doing so “for the foreseeable future”. Opus just like many others have been successfully working from home since lockdown was announced – so perhaps the new normal of working from home isn't really that much of a big deal? Or is it? One of the differences is that two months ago, many companies set up for home-working as a temporary measure with a quick fix rapid deploy approach applied which now might not be sustainable for on-going business needs of the future. What will the new normal office look like? One general theme that is...

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### Opus supports Mental Health Awareness Week

> Opus supports Mental Health Awareness Week 2020, with the theme of kindness. Here are some of the great activities that our staff have been taking part in

- Published: 2020-05-18
- Modified: 2023-01-09
- URL: https://www.opustech.co.uk/blog/opus-supports-mental-health-awareness-week/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mental health issues can affect anyone at any time and at Opus we have a collective belief that looking after the mental health of our staff and their families is a responsibility for us all – not just during this campaign or during the COVID pandemic, but as part of our business as usual approach.   Mental Health Awareness week takes place this year between 18 - 24 May. The campaign, founded by the Mental Health Foundation this year centres around the theme of kindness in response to the coronavirus outbreak. The Mental Health Foundation says: “One thing that we have seen all over the world is that kindness is prevailing in uncertain times. We have learnt that amid the fear, there is also community, support and hope. ”  Supporting colleagues during COVID 19 When the Government announced lockdown back in March, we had already been preparing for a new ‘work from home’ normal to ensure that everyone at Opus was well prepared. Although we were very prepared none of us knew then how we would likely feel each week as the reality of not seeing colleagues and friends set in. We have been blown away by everyone’s attitude here at Opus, the hard work that has been put in and the willingness to support each other professionally and personally has been amazing. We’ve continued to work hard, support each other virtually and we’ve also had some fun along the way. Virtual Get Togethers Our virtual ‘get togethers’ have been a highlight...

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### Omni-Channel Contact Centre Rapid Deployment Solutions from Opus

> To find out more about our contact centre rapid deployment solutions and to book an informal 10 minute video call with one of our experts get in touch

- Published: 2020-04-29
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/omni-channel-contact-centre-rapid-deployment-solutions-from-opus/
- Categories: Contact Centre, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus supports Contact Centres with their business continuity plans As an independent technology services provider, with first class experience of delivering best of breed unified communications and contact centre technology, we understand only too well that in these unprecedented times, enabling staff to work remotely from home with a Contact Centre solution that provides the same look and feel and functionality as if they were in the office is vital. This will mean business continuity remains in place, so that companies can continue business, and staff can continue to provide a great service because they have the right tools for the job. Providing exceptional customer experience during this time of disruption and uncertainty has never been more important. Picture the scene of a customer needing to contact you about the holiday they have booked for two weeks time or about the fact they are struggling to pay a bill, or about how they can access services for a vulnerable relative – then imagine that they can’t get through to an agent on the channel of their choice and are left at best with a message that someone will be in touch and at worst, with no response at all! Are you looking to deliver an omni-channel customer experience across Voice, Email, Messaging and Social? At Opus we have been working hard to provide the omni-channel solutions that Contact Centres need in order to allow staff to continue to provide exceptional customer support no matter where they are currently working. Our...

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### Opus launches Enterprise Business Telephony and Microsoft Teams Collaboration Suite

> Opus launches its unique Enterprise Business Telephony and Microsoft Teams Collaboration Suite - powered by UK SIP trunk provider Gamma

- Published: 2020-04-28
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/opus-launches-enterprise-business-telephony-and-microsoft-teams-collaboration-suite/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Enterprise Business Telephony for your Teams Collaboration Suite powered by Gamma Following feedback from many of our valued customers in both the private and public sector, for businesses who don’t have a Mitel solution but want to make calls from a Teams based application, Opus also have a solution for this too in the form of business telephony and teams! Using our Direct Routing Business Telephony service from our industry leading partner Gamma, you can now add enterprise grade telephony to your Teams collaboration suite to make and receive calls on the same platform, giving Teams a voice. Therefore, we are excited to announce the launch of our Microsoft Teams and Gamma Integration solution. Enjoy all your Unified Communications on a Single Platform Powered by Gamma’s UK market leading SIP trunks, you can enjoy all of your unified communications on a single platform, with all the service and support back up that you would expect from Opus. Enjoy all the benefits of Microsoft Teams but with enhanced call control features and carrier grade infrastructure to enable full voice capability natively into Microsoft Teams. With itemised billing and no credit card required, you can benefit from all the features of the Gamma’s SIP Trunk Call Manager service for your voice calls with the back-up of network queuing and diverts if needed. Enjoy business phone features including Voice Mail, Caller ID, Call Menus and Location-Based Routing and Multi-Level Auto Attendants and see a single feed with all communication activity. Contact Centre as...

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### Opus launches its Mitel Microsoft Teams Integration

> Opus launches is unique fully managed Mitel Microsoft Teams Integration - enjoy best of breed communications and collaboration on a single platform.

- Published: 2020-04-26
- Modified: 2023-07-17
- URL: https://www.opustech.co.uk/blog/opus-launches-its-mitel-microsoft-teams-integration/
- Categories: Microsoft, Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Supporting our customers, delivering the solutions they want – Mitel Microsoft Teams IntegrationMany businesses now understand the benefits of using Microsoft Teams, particularly when working from home during the Covid-19 lockdown. The Microsoft 365 modern desktop suite enables you to chat, hold video meetings, share files and work with other business apps, making it a central software hub for workplace communication and collaboration. Feedback from many of our valued Mitel customers in both the private and public sector, was that they wanted a single solution that would integrate all the features and functionality from their existing Mitel UC, together with the collaboration features and functionality of Microsoft Teams into one single solution. So that was what we set out to develop. Our highly skilled technical, engineering and project teams have been working to come up with a solution which we can deliver to our customers to provide them with the solution they're looking for and we have successfully completed trials with a number of customers, where the feedback has been very positive. Therefore, we are excited to announce the launch of a first to market with a fully managed Mitel Microsoft Teams Integration solution exclusively from Opus. Keep lines of communication and collaboration open anywhere, anytime, on any deviceVideo meetings have become a vital way for us all to collaborate especially in the recent uncertain times and many businesses are now actually seeing the longer-term business benefits this could bring. Adding voice calls to a collaboration suite like Microsoft Teams is the ‘icing on the cake' and having...

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### Standalone MiTeam Video Meetings Free Trial

> Mitel home working solution MiTeams Meetings and how you can take advantage of a six month free trial during the Covid pandemic.

- Published: 2020-03-15
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/standalone-miteam-video-meetings-free-trial/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel Home Working Solutions In response to the global Coronavirus pandemic, Mitel have launched a home working special offer available through partners such as Opus, to help keep businesses operational. MiTeam Meetings 6 Month Free Trial There is currently a 6 month free trial available for Mitel’s MiTeam Video Meetings, Mitel’s new continuous collaboration video meeting application, either as a standalone solution, or for Mitel customers who have adopted or upgraded to MiCollab 9. 1 or higher. Following the initial trial offer, customers automatically transition to the 12-month subscription license currently on offer from Mitel, unless they previously indicate to their channel partner (Opus) that they wish to opt out and discontinue the trial offer. If you choose to opt out of the trial offer, you opt out for all trial MiTeam Meetings licenses and services and they will discontinue at the end of the 6 month period form the date of the license adoption. Customers can add licenses after their initial deployment within the availability timeframe. Existing MiCollab customers can simply sign up for MiTeam Meetings and take advantage of Video Meeting capability to support remote working for 6 months if they are using operating MiCollab on release 9. 1 or higher. New Mitel customers can adopt MiTeam Meetings, as a stand alone solution. This offer is available from 27 March to 30 June 2020. The 6 month free trial offer is available from 18 March 2020 to 30 June 2020.   UC Remote Working Solution – MiCollab Mitel MiCollab provides the...

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### 5G is here, but what does this mean for your data tariff?

> We look at how 5G roll out is likely to affect your business and how data usage is likely to be impacted due to the faster speeds of download available.

- Published: 2020-01-14
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/5g-is-here-but-what-does-this-mean-for-your-data-tariff/
- Categories: Mobile, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

5G roll out is happening Opinion piece by Adam Sankey, Head of Mobile, Opus 2020 is going to see the UK’s Mobile networks really ramp up its 5G roll out. This next generation of mobile technology has been dubbed as ‘here to change the world’! 5G promises to be faster, more reliable, with great capacity and lower response times. According to Qualcomm, 5G will support the production of goods and services worldwide up to the value of £9. 3 trillion by 2035. Research from Barclays Corporate Banking has found that 5G could add £15. 7 billion to the UK economy alone by 2025.  But what does this mean for our customers? Benefits of 5G compared to 3G and 4G One of the most obvious benefits of 5G is its ultra-low latency (the delay between an action and something happening as a result) and speed across the entire network. This means being able to download things much more quickly than you can on the current 3G or 4G networks. Currently the main UK networks are offering 5G speeds in the hundreds of megabit range, but the true scope of 5G will, in theory, enable devices to eventually hit 10 Gbps download speeds quite easily. To put this into context, Highspeedinternet. com compared America’s current average speeds and latency on 4G compared to what they are likely to be in 5G and found that consumers will save around 23 hours of loading time – almost one full day a month – browsing social media, gaming online, streaming music...

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### Free your printing by switching to PaperCut Mobility Print with Opus

> On 31st December 2020, Google will no longer support Google Cloud Print. Opus recommend switching to PaperCut Mobility Print. Find out more.

- Published: 2019-12-17
- Modified: 2024-09-17
- URL: https://www.opustech.co.uk/blog/free-your-printing-by-switching-to-papercut-mobility-print-with-opus/
- Categories: News, Print

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Why use Print Management Software Print management software has helped millions of businesses around the world to save billions of pages of print whilst making the process as easy and pain free as possible. Straightforward and powerful, this type of software will help you easily manage users and printers. From simple tracking and monitoring of print jobs, to integrating BYOD printing or advanced custom job management, our team at Opus can advise you on the right software for your business, manage the implementation and provide the ongoing continual support. PaperCut is one of the print management systems that we recommend installing here at Opus. End of life for Google Cloud Print announced Google Cloud Print tends to be used by most businesses for three primary reasons: BYOD printing Chromebook printing Printing over the internet or untrusted guest network However, on 21 November 2019, Google announced that Google Cloud Print will no longer be supported as of 31 December 2020. This means that if PaperCut customers enabled Google Cloud Print integration within PaperCut, they’ll no longer be able to print using Google Cloud Print after this date. Switch to Cloud Printing with PaperCut Mobility Print To continue to enjoy the benefits of cloud printing, we recommend that all businesses who currently use PaperCut Google Cloud Print should migrate over to PaperCut Mobility Print as soon as possible. Making this switch is relatively simple and what’s more it’s inclusive to existing clients that already have valid software assurance. Clients will continue to...

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### Opus gives back to charity

> Opus gives back and supports charitable causes that have been nominated by staff. This year we have raised £2,659 for 3 fantastic charities.

- Published: 2019-12-13
- Modified: 2023-01-05
- URL: https://www.opustech.co.uk/blog/opus-gives-back-and-supports-charitable-causes/
- Categories: Industry News, Social Responsibility

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Now more than ever is a time when we can reflect on those who are perhaps not as lucky as us and those who are facing hardship and adversity through illness, loss of a loved one or perhaps through financial uncertainty. At Opus it has always been a central value to ‘give back’ by supporting a number of charities every year.   We raise money in a number of ways throughout the year by organising events and bake-offs and not least through our ‘First Friday of the Month’ company updates where staff ‘Dress Down for Charity’ and are invited to get together or dial in remotely at our Reigate HQ to socialise and hear about business updates.   It’s a time we all enjoy, getting together, often with a beer in hand to hear about what is happening in our business and the impact we are all making.   Central to our First Wednesday of the month is the fact that we invite everyone to donate a sum of money to our chosen charities.   For every £2 donated, Opus matches this by donating another £8, so we really do feel we can make a difference. Each year we raise an amazing amount of money for our chosen charities. Charities Opus supportsAs chosen by our staff the charities we choose to support are really close to our hearts. These are the charities that have been nominated by Opus staff that we currently support. Alzheimer’s SocietyAlzheimer’s Society is the only UK charity that campaigns for change, funds research to find a...

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### Embracing the Modern Workplace

> As end of life for Windows 7 and Office 2010 approaches now is the time to look at embracing the modern Workplace by migrating to Microsoft 365

- Published: 2019-11-21
- Modified: 2024-02-26
- URL: https://www.opustech.co.uk/blog/embracing-the-modern-workplace/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Why now is the right time to migrate to Microsoft 365 The modern workplace is evolving at a pace with the traditional 9-5 ‘in-office’ job fast becoming a thing of the past. Work is no longer just a place you go, but rather a thing you do, whether that be at home, in a coffee shop, in the office or even in another country. Embracing the modern workplace is important as employees increasingly want the freedom to spend more work time engaged in collaborative and real-time tasks from anywhere, whether that be meetings, telephone calls or dealing with emails. “79% of companies regularly receive requests from employees to obtain more cloud based applications, including file sharing and collaboration options as top of the list of requests. ” (source: Cloud Security Alliance and McAfee’s IT in the Age of Cloud Survey Report) It therefore stands to reason that the IT technology deployed for today’s modern workforce must be fit for purpose, allowing employees to work together seamlessly and collaboratively from any location, at any time. The IT Challenge At the same time, IT heads need to ensure that while keeping the modern workforce happy they are also managing the crucial IT security requirements within the business. Employee frustration can be a result of factors such as outdated legacy systems causing inefficiency; the use of different versions of software that require updates at different times which can be difficult to manage; plus there are often situations where employees need to use their own personal...

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### What smarter working means for public sector communications

> Why do Government departments now need to embrace the principle of Smarter Working to improve productivity and communication for its workforce?

- Published: 2019-11-19
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/what-smarter-working-means-for-public-sector-communications/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Government departments have a new focus. In the drive for efficiency, cost saving, productivity and engagement, the central principle of smarter working is making waves throughout the government workforce. The smarter working principle is simple – it means that work is about what you do, not where you do it. It’s centred around outcomes. Instead of expecting people to be physically present at work at the same time, government are starting to encourage people to work where and when they are most productive. But this increase in mobile, flexible and remote working does not come without its challenges. Organisations now need to rethink how they facilitate smarter ways of working. With the option to work anywhere now a reality for many, new ways of working and interacting across teams are required. Government Hubs  The opening of Government hubs is underpinned by smarter working, as government looks to gain efficiencies from consolidating its estate and improving how staff use their space. It’s about making government property work better for its staff and, with approximately fourteen hubs having been established across the UK already, government is making good progress to reducing its use of office buildings. With these new ways of working, it’s more important now than ever to invest in technology that supports staff, wherever they are. Technology needs to empower staff to collaborate and work across its silos. The right tools should support teams to communicate across different departments, teams and dispersed hubs. Equipping and enabling staff Implementing remote working practices...

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### Opus speaks at MemberWise Digital Excellence Event

> Opus speaks at MemberWise Digital Excellence Event about the technology shift required to keep pace with changing membership expectations

- Published: 2019-10-09
- Modified: 2023-01-24
- URL: https://www.opustech.co.uk/blog/opus-speaks-at-memberwise-digital-excellence-event/
- Categories: Digital Transformation, Industry News, Opus Events

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As an official MemberWise partner, Opus are excited to announce that we will be speaking at the Digital Excellence Event taking part on 31 October at Novotel London West Hotel. Director of IT Services Stephen Harte will speak at 2. 40pm in Room 7 about the digital transformation shift that membership and association organisations must take in order to keep up with changing membership expectations. This session will explore why 84% of organisations fail at digital transformation, analyses the risks of digital change, how to avoid or recover from potential pitfalls and showcases some examples of effective transformation of member organisations. Gain the following insights to put into practise within your member organisation: gain an understanding of changing membership expectations and the technology shifts required to maintain relevance in order to retain and attract new members how to remove the risks from your digital transformation strategy and build the right technology foundations to enable you to succeed with membership engagement establish best practice and the right path to power for your digital transformation to ensure you focus on the membership experience Opus has a proven track record of delivering digital transformation projects for Membership Organisations Opus support a number of membership and association organisations in their Digital Transformation plans and have successfully worked with customers like Unite the Union, Chartered Institute of Personnel Development (CIPD), Chartered Institution of Building Services Engineers (CIBSE) and Institution of Mechanical Engineers (IMechE) to deliver their DX plans. At Opus we can design and deliver a range of...

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### Opus expands its partnership with 8×8 and Virtual 1

> Opus has expanded its partnership with 8x8 and Virtual 1 to offer the best cloud technology for its customers, strengthening its commitment to quality.

- Published: 2019-10-02
- Modified: 2023-03-28
- URL: https://www.opustech.co.uk/blog/opus-expands-its-partnership-with-8x8-and-virtual-1/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus expands its partnership with 8×8 and Virtual 1 to offer the best cloud technology for customers Opus has further strengthened it’s market position and commitment to offering end to end quality service and support to customers by partnering with leading software-as-a-service provider 8×8 and UK network provider Virtual 1 to provide an end-to-end solution that guarantees voice quality and reliability while also enabling us to take sole responsibility for support in order to deliver the highest standards of service for our customers. At Opus we pride ourselves on bringing together the best of breed products and services and integrate them into a fully managed and supported end-to-end solution for our customers. Speaking of this partnership, Sales Director Michael O’Donnell said: “What sets us apart in the market is our commitment to quality service. We want to offer true value to our customers but if service drops because of a connectivity problem through a third party, it can be more of a challenge to fix a customer’s problem. Partnering with 8×8 allows us to offer the best cloud technology for our customers, with global reach, all in one platform. We are a fast-growing company and need a partner who can match this scale – the commitment from the 8×8 team to find bespoke solutions for us and our customers means they are the perfect partner for us. ” About 8×8 8×8 combines unified communications, team collaboration interoperability, contact centre and analytics in a single, open and real-time platform. 8×8 eliminates information...

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### Mitel MiContact Centre Business Release 9.2

> Mitel's MiContact Centre Business Release 9.2. Find out about the latest feature enhancements for Mitel's Contact Centre solution.

- Published: 2019-09-27
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/mitel-micontact-centre-business-release-9-2/
- Categories: Industry News, Mitel

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel MiContact Centre Business Release 9. 2Mitel recently announced the release of the MiContact Centre Business Release 9. 2 and several associated portfolio changes happening through the last quarter of 2019. Here is an overview of the new features and capabilities introduced in this release. For those not already taking advantage of Mitel's Contact Centre solution, MiContact Centre Business is designed for the mid-market, scaling from small (50 agents on MiVoice Office 400), to medium (200 agents on MiVoice 5000 and MiVoice Connect), to enterprise (1,200 agents on MiVoice Business). It also powers cloud customers on Mitel's MiCloud Flex (formerly known as MiCloud Enterprise) Contact Centre solution. What's new in MiContact Centre Business Release 9. 2? Contact Centre MessengerContact Centre Messenger is Mitel's next-generation Web Chat and social messaging application for MiContact Centre Business, built as a public cloud solution on Mitel's CloudLink platform. The primary features and benefits of MiContact Centre Business' new Contact Centre Messenger application are as follows:Simplified configuration and deploymentWeb-based administration interface for the new chat overlay, tightly integrated into theYourSite Explorer experienceLeverages familiarYourSite Explorer workflow configurationPre-canned chat overlay templates, with option to add custom code for further customisationCustomisable pre-chat data collection fields in the chat overlayEnhanced chat experiences, both to the customers and agents:Completely modernised, refreshed Web chat overlay widget available on mobile, tablet, anddesktop browsersData transfer (images, documents, voice recordings, etc. )In-stream images, videos, and mapping capabilitiesGoogle Contact Centre AI integration for rich Virtual Agent and Agent Assist experiencesOptional professional services-enabled rich chat experiencesVisual “cards” to provide more interactive buttons/menus than just...

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### Collaborative Working in Government

> The government has a fantastic opportunity to do things better and give staff compelling, intuitive and easy ways to work and collaborate with each other.

- Published: 2019-09-18
- Modified: 2023-02-27
- URL: https://www.opustech.co.uk/blog/collaborative-working-in-government/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Doing things digitally is part of daily life and collaborative working in government plays a key part in this. It’s not only citizens who want to engage with each other in quick, seamless and digital ways. It’s equally important for public sector staff to be empowered to work, interact and engage with each other in digital ways too. The average employee uses three or more devices and digital channels for communication every day. They have come to expect a consistent experience across multiple devices and multiple platforms. They also expect to be able to move seamlessly from one device to another; without the loss of flexibility or continuity. Collaboration is hard, but it’s worth it Promoting collaborative working in government and other public sector organisations has often been very tricky. Attempts to encourage collaboration have not always succeeded well in government. This has largely been due to organisational and cultural barriers, a lack of resources and a history of fragmented and siloed working. These are barriers that are often hard to break down. Think Tanks and a myriad of reports have commented on how the attempt to integrate public services and invent smarter ways of working still have a long way to go. Citizens are still being passed from pillar to post when communicating with government and joined-up ways of working for staff remain very much an aspiration, rather than a reality. If citizens are still not enjoying the benefits of using their preferred choice of communication when interacting with...

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### Digital transformation in the NHS

> As the NHS moves away from legacy networks such as N3 and HSCN, it moves closer to its goals for better collaboration and flexible working.

- Published: 2019-09-06
- Modified: 2023-01-06
- URL: https://www.opustech.co.uk/blog/digital-transformation-in-the-nhs/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Digital transformation in the NHS is critical as it moves away from private and expensive legacy networks such as N3 and HSCN, it moves closer to its goals for better collaboration and flexible working. The Internet First Policy, established by NHS Digital, is a positive step towards making health and social care digital services more accessible over the internet. This new policy stems from the Technology and Digital Leaders Network TDLN, (made up of cross-government organisations) who work to make sure government is equipped with the right technology to deliver the best digital services. TDLN have confirmed that, for healthcare’s digital services, ‘the internet is ok’; all new services should be made available on the internet, secured appropriately using the best standards-based approaches. “We are moving health and care away from private networks like N3 and HSCN so we can run all our services across the internet. ” Matt Hancock, The Secretary of State for Health and Social Care, 23 May 2019 Government Transformation Strategy This policy is in line with the Government Transformation Strategy which highlights the necessity for full department transformation where digitally-enabled transformation has a full-scale impact on the whole organisation, improving services to citizens across channels and improving efficiency. Services will add the most value when they are readily available to patients, citizens, staff, services and third parties who use them to deliver high quality healthcare. When communications is adopted within healthcare, full department transformation can become a reality. Increasingly, government departments will need to collaborate across...

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### Institute of Customer Service Membership Video

> Watch our customer service video of the team being interviewed about membership of the Institute of Customer Service and our ServiceMark accreditation.

- Published: 2019-08-20
- Modified: 2023-07-03
- URL: https://www.opustech.co.uk/blog/institute-of-customer-service-membership-video/
- Categories: Opus

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Watch our customer service video about Opus being awarded the Institute of Customer Service ServiceMark accreditation. The Institute interviewed members of the Opus Customer Services team and asked about the benefits we had seen from our membership. Find out how membership of the Institute has delivered independent advice and assessment, training and networking, resulting in significant improvements in our monthly Net Promoter Score. https://www. youtube. com/watch? v=L_KHDKYgtEo Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Opus Joins Jisc Framework to Support Higher Education Organisations

> Opus joins Jisc education purchasing framework to offer SIP trunking, telephony solutions, landline & mobiles & line rentals to universities and colleges.

- Published: 2019-08-14
- Modified: 2023-01-17
- URL: https://www.opustech.co.uk/blog/opus-joins-jisc-framework-to-support-higher-education-organisations/
- Categories: News, Opus, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Jisc Telephony Purchasing Service Framework As a result of a successful tender application Opus is now an approved supplier on the DPS (Dynamic Purchasing System) for the Jisc Telephony Purchasing Service – Framework. This framework enables UK higher and further education organisations to purchase, via a mini-competition process, Session Initiation Protocol (SIP) trunking connectivity, Private Branch Exchange (PBX) solutions, hosted Private Branch Exchange (PBX) solutions, landline and mobile call charges, line rentals and ISDN connectivity. The scope of contract also includes aggregated mobile services procured by groups of organisations and provides another way for Universities and Colleges to purchase from Opus. About Jisc Jisc is a membership organisation, providing digital solutions for UK education and research. Their vision is for the UK to be the most digitally-advanced higher education, further education and research nation in the world. They help the sector save time and money by negotiating sector-wide deals with IT vendors and commercial publishers. They offer expert and trusted advice on digital technology for education and research, built from over 30 years’ experience. They act for the whole of UK education and research to identify competitive cloud solutions, through a range of frameworks together with consultancy to help higher education organisations achieve their strategic goals. Opus in the Education Sector Opus supports a number of Universities and Colleges with unified communications. connectivity, IT and managed print services. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Opus Adds to Services on G-Cloud 11 Framework

> Opus has added further strength to its growing public sector business by increasing services offered on the G-Cloud framework. Get in touch for more info.

- Published: 2019-06-02
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/opus-adds-to-services-on-g-cloud-11-framework/
- Categories: Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus strengthens its position within the G-Cloud 11 Digital Marketplace Opus has added further strength to its growing public sector business by increasing services offered on the G-Cloud framework to now include SIP Trunk Services in addition to Cloud Telephony, UCaaS (Unified Communications as a Service) and IaaS (Infrastructure as a Service) offerings. G-Cloud 11 allows UK public sector bodies to choose and buy cloud telephony services on a commodity based, pay-as-you go service. It supports government policy by future-proofing IT procurement across the entire public sector, ensuring bodies in the space can replace outdated technology and drive economic efficiency by partnering with nimble and forward-thinking partners such as Opus. This is something which Opus supports through G-Cloud via its public sector team, including specialists looking after local government, housing, healthcare, education and charity sectors among others. Opus strengthened its public sector team this year with the addition of new experienced enterprise sales and bid management directors and recently hosted a Citizen Engagement seminar for Healthcare and Local Government sectors. Last week our public sector team were exhibition at the Housing 2019 expo in Manchester, talking to housing associations and local governments about digital transformation and enhancing customer experience. Commenting on Opus’ involvement in the public sector, Chief Commercial Officer Michael O’Donnell said: “Our public sector work has grown significantly in recent years, based on our engineering led ethos and personalised customer service, which serve the public sector market as a whole. This is supported by our wider emphasis on...

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### How Can AI Help the Customer Experience

> We will transform the relationship between citizens and the state - putting more power in the hands of citizens and being more responsive to their needs.

- Published: 2019-05-21
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/how-can-ai-help-the-customer-experience/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The Evolving Digital World A huge shift is happening in government. Citizens are being recognised as modern-day consumers and retail customers. This means they want to interact and engage with government through any channel they choose, from social media platforms, to web chat, instant messaging, or email. In other words, they want an omnichannel experience. After all, if retailers are offering an omnichannel way of communicating, surely government is open to these opportunities too? In this way, government are understanding that to improve public service delivery, it must think like a retailer. Because of this, government need to respond to the way citizens want to access their services, whilst making efficiencies and becoming more digital in our evolving world. Tuning into the benefits of AI Thanks to emerging technologies, the customer experience can dramatically improve, and government can experience quick wins when the right digital tools are adopted. Artificial Intelligence (AI) has been a game changer in delivering a better customer experience. A powerful omnichannel trend, AI innovation is rapidly gaining traction across many sectors. Developing as a key trend, AI is powering the drive for better public service delivery. It’s providing insights into the needs and preferences of customers, creating consistent, seamless customer communications that are personalised and feel natural. Dispelling the myths Before government can fully reap the rewards of AI, it’s important it begins to dispel the myths. We need to take all suspicion out of the equation because, AI isn’t about jobs being taken from humans and...

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### Education’s New Vision for Technology

> The release of the Department for Educations new EdTech Strategy is a major step towards helping the sector take advantage of technology.

- Published: 2019-05-18
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/educations-new-vision-for-technology/
- Categories: News, Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The technology is ready. But is the education sector reaping the benefits? Education Technology – Headache or HarmonyTechnology in schools, colleges and universities have not always worked well for teachers or students for that matter. At times, the use of digital devices has caused more headache than harmony. Clusters of new technology systems have failed to move the needle on supporting modes of teaching, instead adding to teachers' workloads. The recent release of the Department for Education's new EdTech Strategy is a major step towards helping the sector take full advantage of technology. The goal is to bring about increased efficiencies, engage students and support outcomes. Let's look closer at the EdTech Strategy's viewpoint. Can we collaborate? The EdTech Strategy also recommends that all education providers actively consider moving to a cloud-based approach for their IT system. Cloud-based technology can facilitate independence and enable access to shared spaces for collaborative activity. It can also offer integrated learning across contexts and geographies, from school to home – seamlessly. When embracing the potential of cloud technology, schools, colleges and universities can share resources and collaborate in better, more modern ways. And what's more, cloud-based systems are usually more secure, cheaper to run and let staff and students work in more flexible ways. So where should you start? Unified Communications, buzzword or real benefit? Unified Communications (UC) is essentially a single -platform cloud-based solution. It's a family of technologies that not only provides education with modern, new features to communicate through, it also joins up across multiple devices and media types. More...

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### Opus Sales Heads Attend 8×8 PartnerXperience Event

> Opus Sales Heads Attend 8x8 Partner Xperience Event. Voice, video and chat on one platform, in the cloud and now partnered with Opus.

- Published: 2019-05-03
- Modified: 2023-03-28
- URL: https://www.opustech.co.uk/blog/opus-sales-heads-attend-8x8-partnerxperience-event/
- Categories: 8x8, Opus Events

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

8×8 PartnerXperience event well received by the channel Opus Sales and Account Directors enjoyed an informative two days at the 8×8 EMEA PartnerXperience event this week in London. The event detailed the 8×8 plans to deliver innovation to the market with voice, video, collaboration and contact centre on one platform, in the cloud. It demonstrated 8×8’s desire to work closely with strategic partners like Opus to ‘Own it All' and enable end customers to realise the benefits of Unified Communications and Contact Centre in the Cloud. Commenting on the PartnerXperience, Opus Chief Commercial Officer Michael O’Donnell said, “The messages and key thrusts around growth from 8×8 resonate solidly with our own plans for growth and we look forward to working even closer with the team from 8×8. ” The briefings and presentations were preceded by an evening of wine tasting, dinner and networking. Opus Directors Michael O'Donnell and Matt Dudleston pictured with 8×8 CEO Vikram Verma and Channel VP Chris Peters. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Unified Communications Public Sector Survey Report

> Download our free public sector report to gain insights into the role of unified communications within public sector organisations.

- Published: 2018-04-23
- Modified: 2023-07-10
- URL: https://www.opustech.co.uk/blog/unified-communications-public-sector-survey-report/
- Categories: Public Sector

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus has partnered with GovNewsDirect to carry out an independent survey into the role of unified communications in the public sector. The resulting survey report has been compiled from responses given by contact centre managers and controllers across a broad range of public sector agencies, including those in central and local government, education, healthcare, housing, blue light services and the third sector. There were 439 individual respondents in total, 58% of whom were actively involved in communications service transformation.  396 unique organisations were surveyed, over half of which (56%) had staff numbers exceeding 1500. The results of the survey are published here to allow those who took part and others to benchmark themselves against the wider public sector. The report also provides an insight into:The current state of communications and infrastructures in the public sectorWhere public sector organisations are on their digitial transformation journeyThe demand from citizens for omni channel customer service interactionsThe challenges faced ensuring telephony data use compliance with GDPRThe advantages to be gained from migrating to unified communications Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Q&A With Owner and MD Michael O’Donnell

> Q&A with MD Michael O'Donnell after 25 Years Opus’s recent move to new offices in Reigate coincided with the celebration of its 25th birthday.

- Published: 2017-08-21
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/qa-with-owner-and-md-michael-odonnell/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus' recent move to new offices in Reigate coincided with the celebration of its 25th birthday in early 2017. We spoke to founder and managing director Michael O'Donnell to find out the reasons for the move, how Opus has grown and the challenges the future holds. What prompted Opus' move to new offices in Reigate? We are growing and changing as a business, and our current working environment represents our past rather than our future. I wanted an office that was fitting and appropriate for both our clients and our staff. I think the new office will help us hold on to the staff we have and develop them, and will help bring in the new staff we need for the clients we are attracting. Also, I think for many people the social element and the work element is becoming more entwined. Once we decided to move we thought about the social element of the office and what part would it play in the morale of the staff and that came high up on the wish list. The office is in the town centre and when people finish work we are two minutes from bars and restaurants. Describe how the business has changed since you started 25 years ago? When I first started we had analogue lines and we'd strap a box to the wall, run some cable, put some sockets and phones in and that was it. Then we moved to voicemail and that became what seemed at the time as slightly challenging, but...

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### Opus Celebrates 25 Years in Business with an Anniversary Party

> The Opus Group celebrated 25 years in business with an anniversary party in 5 star luxury at Pennyhill Park Country House Hotel and Spa in Surrey.

- Published: 2017-06-26
- Modified: 2023-02-09
- URL: https://www.opustech.co.uk/blog/opus-celebrates-25-years-in-business-with-an-anniversary-party/
- Categories: News, Opus

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Celebrates 25 Years in Business The Opus Group recently celebrated 25 years in business with an anniversary party in 5 star luxury at Pennyhill Park Country House Hotel and Spa in Surrey. Staff, partners and special guests were treated to drinks, dinner and dancing, in celebration of Opus having completed 25 years in business. Founder, owner and managing director Michael O’Donnell took the time to thank loyal staff, many of whom have been at Opus for 10 years or more, some nearer 20, for their loyal support in what has been a landmark year in the Opus story. Michael also thanked his wife Melissa for her part in making Opus the success it now is. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### 10 reasons companies are moving communications to the Cloud

> Many businesses are already moving their communications to the cloud. Today we look at ten real-world reasons why this could benefit your organisation.

- Published: 2017-04-28
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/blog/10-reasons-companies-are-moving-communications-to-the-cloud/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Cloud technology has taken the market by storm, meaning businesses across various industries are switching to cloud hosted communications. The cloud has grown into a mainstream alternative, with the opportunity to remove on-premises hardware and fixed lines appealing to organisations of all sizes. Many businesses are already moving their communications to the cloud. Today we look at ten real-world reasons why this could benefit your organisation. 1. Cost The cloud offers predictable monthly costs with the possibility to make significant savings compared to traditional communications platforms. Hosting a phone system over the Internet ensures that businesses are only charged for what they use, making cloud-based communication systems especially cost-effective for smaller businesses. The cloud also eliminates upfront costs, such as installation and configuration, and removes the need to pay for the maintenance of a traditional phone system. 2. Management Often, managing on-premises solutions can be expensive. And with the complexity of many communications systems, a whole IT department may be required to manage it. The cloud eliminates the need for maintenance and enables IT support to be outsourced to the communications provider, while the use of analytics programmes allows the business to stay in control. 3. Scalability Anyone who has had to move or expand an on-premises phone system understands how difficult it can be. Future challenges and changes can be hard to predict, creating difficulty with long-term decision making regarding investment in technology. The cloud provides the flexibility and scalability required to adapt as the business moves, grows or sizes down,...

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### 3 emerging cloud technologies that will change the way you work

> The cloud has transformed our working lives and it's improving all the time. We look at three emerging technologies that are changing the way we work.

- Published: 2017-04-20
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/3-emerging-cloud-technologies-that-will-change-the-way-you-work/
- Categories: Hybrid Working, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Cloud technologies changing the way you work The cloud has transformed our working lives. You no longer have to be in the same building as a colleague to collaborate, nor do you have to be chained to your computer to get things done. But the changes we have seen over the past few years are just the start. Cloud communication is constantly improving. Here, we look at three emerging technologies that will once again improve the way we work. 1. Improved mobile integration You don’t have to be Nostradamus to realise that the future is mobile. People want to use their mobiles to do their job and expect it to integrate effortlessly as if they were sitting at their desk. Voice over long term evolution networks (VoLTE) allow voice to be transmitted over an IP network. In the past, voice calls and data have been communicated over separate, dedicated channels. VoLTE allows voice and data to move over the LTE band. Soon all LTE connections, both voice and data, will be IP-based. This will improve the quality of calls and reduce call costs, as voice calls will be made over the internet rather than connecting through cell towers. It will also allow business calls to be made on a mobile and seamlessly transfers calls between a mobile and office phone. The next logical step is also coming; intelligent reachability. This will allow employees to be reached on any device (office phone, mobile, tablet) through a single phone number using location...

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### How will the Internet of Things affect our daily lives?

> The Internet of Things is popular, but the affects on our daily lives are unclear. Here is our guide to how the IoT will change the world.

- Published: 2017-04-18
- Modified: 2023-01-03
- URL: https://www.opustech.co.uk/blog/how-will-the-internet-of-things-affect-our-daily-lives/
- Categories: Industry News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

There’s a lot of talk at the moment about the Internet of Things (IoT). A quick Google search reveals that many people think it is going to be bigger than the internet. McKinsey Global Institute has called it the fourth industrial revolution and says it will have a value of $10 trillion dollars by 2025. We have no real idea how much that is, but it sounds an awful lot. All this is fine and dandy but here at Opus, it sparked a discussion about how it is going to affect our daily lives. No one had much of an idea apart from the fact that you can already control the heating from your phone and buy fridges that tell you when you are about to run out of milk. So we took a look and found out that there is more to it than milk and heating. A lot more. Here’s our brief guide to a few ways in which the Internet of Things is going to change your world. 1. Your Home Some of us are old enough to remember when a smart home meant not having to get up to change the channel on the TV. (Apologies to younger readers who had no idea that TVs without remote controls ever existed). The new generation of household gadgets come with an internet connection. That means remote-controlled locks, flood sensors to monitor leaks (and turn off your water supply), and motion sensor lights and security systems, to name but...

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### What is WiFi calling and why does it matter?

> We look at WiFi calling, and find out how it is changing the way we use our phones for their original function, making and receiving calls.

- Published: 2017-04-13
- Modified: 2024-01-10
- URL: https://www.opustech.co.uk/blog/what-is-wifi-calling-and-why-does-it-matter/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Smartphones have transformed our lives. Let’s be honest, most of us are addicted to them. Go on any bus or train, or look around you in the street and everyone is glued to their phone. That’s because they are amazing little machines. You can post a picture of your lunch to all your friends, find out the latest football scores or even watch a movie virtually any place, any time. It’s frustrating then that they are not always that useful doing the thing they were invented for – making and receiving phone calls. How often have you been on a call outside your house only to lose service as soon as you step through the front door? Or been on a train and repeatedly cut off in mid flow while speaking to a client or customer? Infuriating, isn’t it? It seems increasingly annoying as we rely more and more on our mobiles. Indoor mobile coverage is a big challenge for mobile network operators (MNOs), and even outside or in public places you get black spots that knock out service. That’s changing. One of the ways MNOs are improving coverage is by offering WiFi calling (sometimes called Voice over WiFi (VoWiFi)). Their motivation for this is simple. Poor indoor coverage at home or work is one of the main reasons customers change networks. If MNOs can improve coverage, they can retain more customers and boost their market share. You are probably familiar with Voice over IP (VoIP). VoIP – think Skype or FaceTime –...

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### The Call Centre of the Future

> Find out what the future holds for call centres and how changing technology will change call centres in the coming decades.

- Published: 2017-04-10
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/the-call-centre-of-the-future/
- Categories: CX, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The Call Centre of the Future The term ‘call centre’ is often met with wariness. After all, most consumers today think of call centres as the home of cold calls and pushy telemarketers. Yet, the reality is that many of the United Kingdom’s call centres are instead home to welcoming customer service agents for some of the country's largest brands. The call centre has changed drastically since its origins in 1960’s Birmingham, at which point they were mundane facilities packed with beige cubicles and a plethora of paperwork. Instead, most call centres now offer an open plan layout and are packed with ever-changing technology. Exploring the historic and current state of call centres does, however, offer little to business owners. Instead, we must look at what a future call centre will look like and how it will function. Those who do so, will be ahead of the crowd and the demands of future customers. Mobile Solutions Will Be Essential Whilst it is almost a certainty that call centres will grace the landscape of our cities for decades to come, the individuals who fill the seats within will change. More specifically, modern call centre employees will demand greater mobility as more parents look to work from home and the 24/7 nature of customer service increases. Dated telephone systems often require somebody to be physically sat at the handset to utilise it properly, especially if it integrates with a CRM of sorts. Therefore, modern telephone systems are now offering more seamless mobility through VoIP...

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### 7 tips for making the most of collaboration software

> Collaboration is crucial to growth, yet so many businesses get it wrong. Here are our 7 tips for getting the most out of collaborative software.

- Published: 2017-03-14
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/7-tips-for-making-the-most-of-collaboration-software/
- Categories: Digital Transformation, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Making the Most of Collaboration Software “In the long history of humankind ... those who learned to collaborate and improvise most effectively have prevailed. ” You may be surprised to learn that those words are not the sales pitch of a software company selling collaboration tools. They are, in fact, by Charles Darwin (though some question whether they are actually his). But whoever it was that said them makes a good point; collaboration, in so far as it relates to business, is vital. A report by Mitel claims that 80% of executives say collaboration is crucial to growth. Yet so many businesses get it wrong. They impose collaborative software on their teams that costs time rather than saves it, leading to stressed and unhappy employees. Here are our seven tips for installing the right collaborative software and getting the most out of it: 1. Identify Current Tools The chances are that the software you are using has evolved over time. It’s probably a patchwork covering a variety of tasks; file storage, chat, video conferencing, file sharing, instant messaging, etc. As new shiny apps or software have appeared, you have bought into them at the request of members of your team. Some swear by it, others ignore it. On top of that you have shadow IT and apps your staff have downloaded themselves. So start by getting a handle on everything that is being used across the organisation. 2. Establish Tools Used Daily This is a useful task and one that might surprise you... .

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### Hosting Your Telephone System in the Cloud

> We are regularly asked by clients whether they should move to a telephone system hosted in the cloud, here are some of the pros and cons.

- Published: 2017-03-06
- Modified: 2023-06-26
- URL: https://www.opustech.co.uk/blog/hosting-your-telephone-system-in-the-cloud/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Hosting your telephone system in the cloud One of the questions we are regularly asked by clients is whether they should move to a cloud-hosted phone system. People are often sceptical of progress, how’s this for a prediction in 1876?   “The telephone has too many shortcomings to be seriously considered as a means of communication. The device is inherently of no value to us. ” Those words were written by a Western Union employee and, as forecasts go, it was pretty awful. Not quite as bad though as one by the chairman of IBM, Thomas Watson, in 1943, who said“I think there is a world market for maybe five computers. ” Not only has the telephone stood the test of time, it has continued to evolve and adapt to new technology. The convergence of telephony, IT and the cloud is one recent development that is having a big impact on how phone systems are hosted. Traditionally, a company’s telephone system was a private branch exchange (PBX) located in a small room full of wires. But the cloud has opened up a new possibility; cloud hosted PBX systems. Below we look at the pros and cons of each. 1. Cost Hosted phone systems are usually charged on a monthly per-user basis. This can appear pricey when compared to a private PBX. After all, once you have bought your PBX there is no further cost until you have to upgrade the hardware or pay for additional software. If only life was so simple. What happens...

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### iPhone – The Phone That Changed The World

> It is hard to overstate the impact the Apple iPhone has had since its launch in 2007. Here, we look at 10 ways the iPhone has changed our daily lives.

- Published: 2017-03-06
- Modified: 2024-01-10
- URL: https://www.opustech.co.uk/blog/iphone-the-phone-that-changed-the-world/
- Categories: Mobile, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The Phone That Changed The WorldThe Apple iPhone turned 10 in January. At its launch in 2007, Apple boss Steve Jobs said: “Apple is going to reinvent the phone. ”How right he was. It is hard to overstate the impact the iPhone has had over the past 10 years, here we look at 10 ways the iPhone has changed our daily lives. 1. No More Tiny KeyboardsIt is hard to remember just how strange the first iPhone looked. A sleek rectangle with a glass face, it took your breath away. But wait, where’s the keyboard? On a media tour to promote the first iPhone a journalist complained to Steve Jobs that the virtual keyboard didn’t work and he kept making typos. “The keyboard’s too small for my thumbs,” he said. Jobs replied, smiling: “Your thumbs will learn. ” And they did. 2. Internet On The MoveWe are now online 24/7. No more logging on and waiting for the dial-up tone (remember that sound! ) and then loading Internet Explorer or Firefox. If you want the news, the sports results or to settle an argument, it’s all there in your pocket. The iPhone made browsing on the move accessible for the first time. And then someone thought of something to make life on the move easier still – apps. 3. AppsThe first iPhone didn’t have apps and there was no app store. Apps didn’t appear until the iPhone 3G came along in July 2008, where you had access to 500 apps. Since then, apps have been downloaded more than 10...

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### Data breaches are a growing threat to UK businesses

> We look at the impact cyber breaches are having on UK businesses and the new data protection legislation coming into force next year.

- Published: 2017-03-02
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/data-breaches-are-a-growing-threat-to-uk-businesses/
- Categories: Cyber Security, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Data breaches are a growing threat With cyber breaches a growing threat to data security we look at the impact they are having on UK businesses and the new data protection legislation coming into force next year. “We’re in the stone age of cyber security. Real learning will only come after the first major incident. ” These chilling words from 2016 are those of Dr Christopher Frei, Secretary General of the World Energy Council. The frightening thing is that while most of us are in the stone age, the hackers are in the space age. As a result, the cost of data breaches has never been higher. According to a damning security report released by Cisco at the end of January, a third of organisations that suffered a breach last year lost more than 20% of their revenue. The report also revealed: 20% of organisations lost customers, and 40% of these lost more than a fifth of their customer base 38% lost more than a fifth of their revenue 23% lost business opportunities Cisco claims that a lack of budget, poor integration of systems and a shortage of sufficiently trained staff are the main reasons for security lapses. Despite more than half of organisations using between six and 50 security products, most are struggling to defend threats to their networks. More worrying still is the fact that the UK is at the bottom of the list of countries that are effectively managing threats, way behind the leaders Mexico and India. Classic...

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### What is 5G and when will it be available?

> We look at the next generation of mobile data, 5G. What it is, how it will change the way we communicate and when it will be rolled out.

- Published: 2017-03-02
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/what-is-5g-and-when-will-it-be-available/
- Categories: Mobile, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

What is 5G and when will it be available? The growth of mobile data use knows no bounds. It has risen by more than 1,100% in the UK since 2010 and increased globally by 74% in 2015 alone. People use their smartphones non-stop and expect super-fast speeds whether browsing the internet, using apps or streaming videos and music. Much of this is done over 4G. But plans are already underway for the next generation, 5G. We look at what 5G is, how it will change the way we communicate and when it will be rolled out. What is 5G? The government promised £740m towards 5G’s development some time ago but it was not until recently that there has been any clarity about what it actually is. At the end of February, the International Telecommunications Union (ITU) published a draft of what is expected to become the final 5G spec. To be classed as 5G, networks will need to meet these minimum requirements: ‪‬‬‬downlink peak data rate of 20 Gbit/s uplink peak data rate of 10 Gbit/s downlink peak spectral efficiency of 30 bit/s/Hz uplink peak spectral efficiency of 15 bit/s/Hz downlink user experienced data rate of 100 Mbit/s uplink user experienced data rate of 50 Mbit/s In a nutshell, this means faster speeds, greater capacity and a more resilient network. Faster and Better than 4G? In the words of the National Infrastructure Commission: “5G means seamless connectivity. Ultra-fast, ultra-reliable, ultra-high capacity transmitting at super low latency ” This means...

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### How you can use Business Telecoms for your Small Business

> Businesses both big and small are battling the challenge of keeping up with the latest innovations in business telecoms on a weekly basis. Stay up to date.

- Published: 2017-03-02
- Modified: 2023-07-07
- URL: https://www.opustech.co.uk/blog/how-you-can-use-business-telecoms-for-your-small-business/
- Categories: Mitel, News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

As we face the reality of technology taking over our industries, businesses both big and small, are battling to keep up with the latest innovations in business telecoms on a weekly basis. Staying up to date with the latest iPhone update is hard enough, let alone conveying software updates to an entire business, no matter how small. Industries across a wide spectrum will be affected; manufacturing, travel, construction, finance and even customer service. But technology has been changing and advancing at this rapid rate for years, so why are we still so shocked by it, and why is it affecting our businesses so much? Recent news of Avaya declaring Chapter 11 bankruptcy shows just how vital it is to keep up. Simply put, Avaya failed to do this. As a business telecoms provider, it is not only Opus’ duty to ensure that our customers have the latest technology and information for their communication systems, but also for us too internally. Opus endeavours to help clients sustain and strive in their industry. Improved Internal Communication No business runs successfully without an effective team behind them. Like an engine, each part has a role to play and if one part fails, the whole structure crumbles. Staff motivation and morale is vital, and there are many different forms of this, monetary, incentives, growth, or social acceptance, and all will vary from company to company. To utilise a telephone system for a small business in such a way that it will improve your internal structure, Opus recommends...

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### 6 reasons why the stability of telecoms and IT suppliers matters

> 6 reasons stability matters. How stable is your telecoms and IT supplier? And what happens if it fails to deliver, both now and in the future?

- Published: 2017-02-08
- Modified: 2023-10-27
- URL: https://www.opustech.co.uk/blog/6-reasons-why-the-stability-of-telecoms-and-it-suppliers-matters/
- Categories: Mitel, News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Why is the stability of your IT and telecoms supplier important The news that US telecoms company Avaya has filed for Chapter 11 bankruptcy will have sent shudders through its customers around the world. How this plays out in the months and years ahead is uncertain and shows how important the stability of your telecoms and IT supplier is. Technology is changing at a breakneck pace. Even the biggest companies can fail to keep up, as the $6. 3bn bankruptcy of US telecoms giant Avaya shows. “Avaya is the first major established technology company that’s dying as a direct result of the cloud,” says Nucleus Research CEO Ian Campbell. “It did not pivot quickly enough to cloud services,” he says. “Avaya’s uncertain future has left its customers in a state of limbo. What will it mean for them in terms of outstanding orders and future support? The impact could be catastrophic. I wonder though how many customers thought about the possibility of Avaya’s failure when doing business with them? After all, Avaya had annual revenue of nearly $1bn. ” It raises an important question when making a telecoms or IT purchase. How stable is your supplier? And what happens if it fails to deliver, both now and in the future? Here are six reasons why the stability of your telecoms or IT supplier matters. 1. Financial solidity The immediate concern when dealing with a supplier is their ability to deliver what you have paid for. In telecoms and IT, this might be...

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### Considerations When Buying a New Phone System

> Buying a phone system requires an assessment of the business, its needs and future plans. It is pointless buying a phone system, just to upgrade it later.

- Published: 2017-02-07
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/considerations-when-buying-a-new-phone-system/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Communication within and between companies is key for a successful day’s work. You need a well-connected workforce, who connect efficiently with clients, and with each other, from desk to desk and department to department. Buying a new phone system will need careful consideration. You’ll assess your business, its requirements, and future plans. There is no point buying a phone system only to need to upgrade it in 6 months’ time. Even with the ever-growing trend of contacting each other via email, text, Whatsapp and a host of other messaging platforms, your customers must still be able to pick up the phone and call you. Millennials are paving the way for contact via SMS, with a staggering 75% of them preferring texting to talking (survey carried out by OpenMarket, April 2016). Nonetheless, there are still generations of others who want to talk to a helpful human being on the other end of a phone. When selecting the best phone system for you consider these essential points:1. Solid foundations support the systemSetting up your phone system on a reliable platform will allow a successful network to operate. Years ago, a PBX, or private branch exchange would consist of a large switchboard with cables connecting circuits. Today, the circuit boards are compact and incredibly efficient. At Opus, we offer three options for hosting your phone system; on-premises, a virtualised PBX or a hosted PBX. They all have their pros and cons as well as their differences and similarities. On-premises allows you to have control over the...

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### Six benefits of call recording for SMEs

> Businesses of all sizes are reaping the benefits of call-recording. We take a look at 6 key benefits of call recording for SME's

- Published: 2017-01-23
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/six-benefits-of-call-recording-for-smes/
- Categories: Call Recording, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

There was a time when call recording was the exclusive preserve of large corporates. That’s no longer the case and now businesses of all sizes are reaping the benefit of recording their calls. It used to be only large corporates that could afford to record calls. Storing and retrieving huge amounts of analog data made it an expensive and cumbersome task. Not any more. The latest software and cheap cloud storage has made call recording accessible for companies across the board. It is easy to install, and simple to find and playback recorded calls. There are numerous benefits of this as you can see below. But before we spell these out we need to clear up two common misconceptions. First of all, call recording in the UK is legal. Secondly, there is no legal requirement to say when you are doing it. It’s true that many companies do let customers know that “calls are being monitored for quality assurance or training purposes” but this is out of politeness not necessity. The information received as part of call recording is just part of the data that companies, and call centres in particular, can use to improve their quality management. Six key benefits of call recording for SME’s: Better Customer Service and Care Despite the gathering pace of email, messaging and online chats the telephone is still a crucial link between business and customers. Recording calls allows managers to be an “ear on the wall” of all interactions between staff and customers... .

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### Call It Off: Small Business Missing Out

> How improving your business telephone systems can improve your reach to prospective clients.

- Published: 2017-01-20
- Modified: 2023-02-27
- URL: https://www.opustech.co.uk/blog/call-it-off-small-business-missing-out/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Call it off: small business missing out The start of the year is a good time to refocus on the business strategy and consider what needs to be in place to ensure that you can meet your business goals. This should include a look into your business telephone systems. Is your company looking to generate more leads in the coming year? If so, you may be addressing your approach to sales and marketing, updating your website or investing in exhibition stands. One area that you might not have considered is your phone system for business calls. Small Business Call Report A recently published Small Business Call Report suggests that a significant number of small businesses are missing out on considerable numbers of prospective customers. This is due to insufficient investment in their business phone system. The report, undertaken by Money Penny, identified that 33% of small businesses regularly left calls to ring out or go to voicemail. In the construction industry, the figure rose to 41%, with building trades being the least likely to take every call. This isn’t necessarily a blatant lack of communication skills; the small businesses that were surveyed all had a maximum of 9 employees. At busy times, there may simply be no one free to answer the call and a lack of supporting technology to make it possible. A review of your current telecoms system could be a good place to start. What is working for you and where are the weaknesses? Could some additional...

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### BYOD – the good, the bad and the risky

> Staff bringing their own technology to work has become the norm. But is it a good thing or a bad thing for companies, and what are the risks?

- Published: 2017-01-10
- Modified: 2024-01-08
- URL: https://www.opustech.co.uk/blog/byod-the-good-the-bad-and-the-risky/
- Categories: BYOD, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Staff bringing their own technology to work has become the norm. But is it a good thing or a bad thing for companies, and what are the risks? Bring your own device (BYOD), the practice of allowing employees to use their own smartphones, tablets or laptops for work, has become unstoppable. A recent poll in the US claimed that 80% of employees use a personal device for work-related activities. The figure in the UK is likely to be similar, if not greater. It is not limited to businesses either. BYOD is being adopted by charities, universities and even hospitals. And BYOD is only going to increase. The growth of wearable tech and the Internet of Things (IoT) means we are becoming more wedded to technology by the day. Benefits of BYOD to EmployersBYOD has several benefits for employers. A survey by Cisco reports that the average BYOD user across six leading countries saves 37 minutes a week thanks to using his or her own device. In the US this is as high as 81 minutes (no figures are available for the UK). A big plus for companies is that employees are able to react to client problems in real time (even if they are at home with their feet up) and liaise quickly with team members to resolve issues. One survey claims that the average BYOD employee works an extra two hours and sends 20 more emails per day. Employees have greater flexibility about where, when and how they work and are using this...

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### Goodbye email – cloud-based apps are the future of collaboration

> It is hard to imagine a world without email. Yet, today we examine alternatives to email and how it could transform the performance of businesses.

- Published: 2016-12-02
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/goodbye-email-cloud-based-apps-are-the-future-of-collaboration/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Goodbye email - cloud-based apps are the future of collaborationIn the first of this two-part blog, 5 great reasons to break your email addiction, we looked at email addiction and how to break it. Now we examine an alternative to email that could transform the performance of you and your coworkers. It is hard to imagine a world without email. A recent estimate is that 205 billion emails are sent every day. That's 2. 4 million a second. It makes you wonder how anything got done in the old days. Yet somehow humans managed to build the pyramids, fly to the moon and unlock the mysteries of DNA. Presumably, email would have helped those projects. Or maybe not. A recent survey by Salesforce revealed that 96% of CEOs blame poor communication and collaboration as one of the main reasons for workplace failure. That is difficult to believe given how most people spend all day sending and receiving emails. But the truth is that although email is invaluable for direct communication, it doesn't work well for collaboration. And communication and collaboration, though often confused, are different things. An article in the Harvard Business Review summed up the importance of the distinction. “The frontier of human productive capacity today is the power of extended collaboration – the ability to work together beyond the scope of small groups. Today's technologies have the potential to enable a very different level of business performance, but only when accompanied by a thoughtful redesign of the way your business is done. ”The emergence of...

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### 5 great reasons to break your email addiction

> Checking emails compulsively is a daily way of life for most of us. We take a look at email addiction and give you five great reasons to break it.

- Published: 2016-12-02
- Modified: 2023-01-10
- URL: https://www.opustech.co.uk/blog/5-great-reasons-to-break-your-email-addiction/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Why you should keep your email addiction in check Checking emails compulsively is a daily way of life for most of us. After all, it’s the only way to fight off the never-ending stream of messages coming into our inbox. But imagine how you would feel and how much work you could get done if you could break that habit? In this first part of a two-part blog, we take a look at email addiction and give you five great reasons to break it. In the second part, we look at an alternative that could transform the way you and your coworkers perform. A recent survey by Adobe revealed that 80% of people check their email before they get to work. Millennials are the worst culprits: nearly half of them check their emails each morning before they even get out of bed. But it’s no wonder we can’t bear to look away from our inbox; we are drowning in emails. It is estimated that most people receive more than 100 work emails a day. That rate is growing by 15% a year and within five years we’ll be wading our way through more than 200 emails every... single... day... . Miss a few days and it will be the equivalent of reading War and Peace just to catch up. Surely the whole point of technology is to make our lives easier, not more difficult? Somehow it has managed to do the opposite. Blogger Gretchen Rubin summed it up well when she...

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### Mitel Introduces World Cloud Platform

> Mitel has launched World Cloud, a new solution designed to give multinational businesses a platform to simplify the management of cloud communications.

- Published: 2016-11-09
- Modified: 2023-10-27
- URL: https://www.opustech.co.uk/blog/mitel-introduces-world-cloud-platform/
- Categories: Mitel, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Mitel Introduces World Cloud PlatformMitel has launched World Cloud, a new solution designed to give multinational businesses a platform to simplify the management of cloud communications. Announced at the company’s Mitel Next event in Paris, the new World Cloud solution expands Mitel’s cloud reach to over 40 countries worldwide. Supported by 14 of Mitel’s global data centres, World Cloud delivers cloud unified communications that gives employees access to the same communication capabilities no matter where they are. With features including free international extension-to-extension dialling, unlimited user-based country dialling, administration tools, consolidated billing, local in-bound phone numbers and extensions with local-out bound dialling; it provides true local experiences for customers, enables cost savings and simplifies communications management. “Mitel is helping meet the connection and flexibility needs of multinationals as they penetrate new markets, acquire and merge with other companies or expand their workforce. This is true for the small business looking to address its customers’ needs like a Fortune 500 enterprise, or a large business wanting to adapt to changing markets with the ease of a nimble start-up” said Jon Brinton, President and EVP Mitel Cloud Division. “The key benefit is not only giving global IT organisations simplified user and solution management by giving them a single pane of glass that can manage all their users around the world through our MiCloud web-portal, but also providing users with the tools to bring employees around the world together and make it feel intimate and local. " Are you ready to discuss your requirements with a specialist? ...

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### Communicating with a Flexible Workforce

> The need for effective communication is at an all-time high and advances in technology have ensured that modern telephone systems are up for the job.

- Published: 2016-10-10
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/communicating-with-a-flexible-workforce/
- Categories: Hybrid Working, News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Home workers, lone workers and on the road teams – in the modern workplace, flexible working practices are becoming increasingly popular. There are few work environments where everyone is sat at their desk every day, ready to take a call. Having said this, the need for effective communication is at an all-time high. Customers won’t wait; they expect an immediate response, a next day delivery, a call back. Clients want a conference call to clarify progress, to share documents using cloud storage and to speak with their Account Manager, whether they are sat at their desk or not. Colleagues in other departments or branches on the other side of the world want to work collaboratively on projects or get answers on specialist questions. Fortunately, advances in technology have ensured that modern telephone systems are up for the job. With an extensive range of available features, telephone systems can provide exactly what a business needs to meet, and even go beyond, expectations. The right telephone systems have helped companies to enhance security for lone workers, ensure it is business as usual for home workers and keep in touch with on the road teams. They offer automated processes that help manage a high volume of calls at peak times, teleconferencing facilities that keep national and international business in touch and integration with other office technology for effective communication. Damage Limitation The challenge with telephone systems is that we don’t necessarily appreciate the vital role they play in the day to day running...

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### Top 5 Myths About SIP Trunks… and why you don’t need to worry

> Many organisations still lack confidence in SIP trunking and VoIP telephony. We've identified the top SIP myths and the reasons why you don’t need to worry

- Published: 2016-09-06
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/top-5-myths-about-sip-trunks/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Top 5 Myths about SIP TrunksAlthough SIP Trunking and Voice over IP (VoIP) telephony have been growing in popularity over the past few years, many organisations still don't feel confident enough to deploy an enterprise SIP trunking service. Here are the top 5 misconceptions about moving to SIP and the reasons why you don't need to worry:1. SIP Calls Sound BadFor many people their only experience of VoIP is through free tools such as Skype. While such services are generally suitable to be used at home, companies cannot afford the glitches that are often encountered. Unlike a Skype call, which freely travels via the Internet, SIP trunking runs via private IP networks which are especially designed for quality of service and bandwidth features to achieve high quality voice service. 2. SIP is ExpensiveThe general perception when it comes to investing into new technology is that it is expensive. But, by migrating to SIP trunks you can achieve significant cost-savings on your telephone bills. With SIP you don't have to pay for any ISDN lines which you don't use, moreover, your business may get additional cost-saving benefits including reduced or even free calls to fixed landlines. 3. SIP is Untested TechnologyMany decision makers assume that because they are unfamiliar with SIP technology it cannot be trusted. However, the technology supporting SIP trunking is well established and has been used by businesses for many years. Furthermore, more than one million SIP trunks are currently being used in the UK, and this figure is forecasted to triple...

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### Opus Gains Certification in the Government-Backed Cyber Essentials Scheme

> Opus Telecoms gains certification in the Government-backed and industry supported Cyber Essentials scheme.

- Published: 2016-09-06
- Modified: 2024-01-04
- URL: https://www.opustech.co.uk/blog/opus-gains-certification-in-the-government-backed-cyber-essentials-scheme/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Gains Certification in the Government-Backed Cyber Essentials Scheme Cyber crime poses a real and growing threat for all businesses and should not be ignored. Our customers depend on us to provide secure infrastructure for telecommunications services and we are always looking for ways to improve how we manage cyber security threats. To that end, Opus has begun work towards attaining ISO 27001 certification, by gaining certification for the Government-backed and industry supported Cyber Essentials scheme. Cyber Essentials aims to help organisations implement basic levels of protection against cyber attack, demonstrating to their customers that they take cyber security seriously. It is an independently verified self-assessment scheme, in which we have had to assess ourselves against five basic security controls and have a qualified assessor verify the information provided. Since 1 October 2014, Cyber Essentials became a minimum requirement for bidding for some government contracts, so Opus is now better placed to respond to government tenders, as well as offering all customers the assurance that we are serious about cyber security. The five basic controls within Cyber Essentials, which include boundary firewalls and internet gateways, secure configuration, access control, malware protection and patch management, were chosen because, when properly implemented, they will help to protect against unskilled internet-based attackers using commodity capabilities, which are freely available on the internet. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Opus Telecoms achieves a Corporate Associate status of the ITP

> Opus Telecoms is proud to announce that we have been invited to become a Corporate Associate of the Institute of Telecommunications Professionals (ITP).

- Published: 2016-08-30
- Modified: 2023-01-11
- URL: https://www.opustech.co.uk/blog/opus-telecoms-achieves-a-corporate-associate-status-of-the-itp/
- Categories: News, Opus, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Achieves Corporate Associate Status of the ITPOpus Telecoms is proud to announce that we have been invited to become a Corporate Associate of the Institute of Telecommunications Professionals (ITP). The ITP is the leading independent association for individuals working in the telecoms sector in the UK. The institute works closely with regulators, government associations and other leading bodies to promote professional and career development of its members. Founded in 1906, the ITP has grown to have thousands of members, and acts as a representative of Telecoms organisations across the UK. The ITP has become the primary partner in the Opus apprenticeship scheme, enabling us to provide traineeships for candidates ready to ‘earn as they learn’. Our aim is to attract, develop and retain the industry's most talented people. At Opus, we strongly believe that our strength is in the quality and loyalty of our staff with many having been with the company since it was founded in 1992. Being a Corporate Associate enhances our position to do so and provides us with the opportunity to help and shape the reputation of the telecoms industry. So far, ITP have helped us to find two successful apprentices. One of our apprentices graduated in November 2015 and now works as a Support Engineer at Opus and the other one is still undergoing the programme. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### The Warning Signs Of An Outdated Telephone System

> It's easy to make a case for upgrading a business IT system, but Telephone systems tend to be last on the list for upgrades.

- Published: 2016-07-27
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/the-warning-signs-of-an-outdated-telephone-system/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Warning Signs of an Outdated Telephone System It is very easy to make a case for upgrading your business’ IT system. The new system will be faster, simpler, more efficient while the latest software will bring new features, thus upgrading is usually the best direction. However, the same cannot be said when it comes to telecoms. For many businesses telephone systems always remain last on the list when it comes to upgrade time. The most commons reasons for not upgrading are: belief that new systems are expensive fear that upgrading will cause disruption to the organisation presumption that it is too complicated to upgrade the existing phone system works okay... fear that extra money will have to be invested in staff training concerns that employees are reluctant to change However, staying with an outdated phone system could mean you are missing out on greater efficiencies and cost savings. Telephone systems don’t just become obsolete overnight; the process can take years. As your company grows, new technologies and systems are being added, and your current telephone system can struggle to deliver the functionality and flexibility necessary for these changes. Whether your system is 5, 8 or 10 years old, technology is always changing and your office telecoms infrastructure should be up-to-date to keep up with it. There are a number of warning signs that you should watch out for in order to decide whether now is the right time to upgrade. Ask yourself the following questions: does the current set up match...

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### Changes in Technology and Processes to Support Flexible Working

> Are you considering flexible working? Learn how a VOIP telephone system can make remote working a reality.

- Published: 2016-07-14
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/changes-in-technology-and-processes-to-support-flexible-working/
- Categories: Hybrid Working, News, Remote Working, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

New technology and processes aid flexible working If you spend several hours a day sat in rush hour traffic, or waiting for a train knowing there is no chance of a seat, you may fully appreciate a different approach. There are many reasons why we may want to change our working pattern and break away from the need to be in the office in order to do our job. Until relatively recently, working from anywhere other than your main office simply wasn’t viable. There were limited means of accessing the files you were working on, your ability to work on team projects was hampered and you couldn’t receive customer calls. Cloud Technology Cloud technology has helped to transform how and where we work. With access from anywhere that has internet connection, it is now straight forward to securely store documents, share information, collectively work on a single project, receive phone calls to your work number and take part in video conferencing. Cloud technology hasn’t just made it easier to work from anywhere; it also makes it easier for managers to monitor individual or group progress. They can see how everyone is contributing, listen in on phone conversations, and deliver video training or meetings. It allows business leaders to effectively project manage, even if every employee was based in a different country in the world. VOIP Phone Service VOIP phone systems are a cloud based telecommunication service, which make it possible for office staff to have the same capacity to work,...

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### Should You Invest in a New Office Phone System?

> Whilst your phone system may have been the best fit at the time of installation, businesses change and your requirements could be quite different now.

- Published: 2016-06-07
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/should-you-invest-in-a-new-office-phone-system/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Should You Invest in a New Office Phone System? If your existing phone system is around a decade old, you may find that it no longer performs in the way it used to, or the way you would like it to. Whilst it may have been the best fit for your needs at the time of installation, businesses change and your requirements could be quite different now. You may also realise that your current system has been discontinued. This can make it more of a challenge when it comes to maintenance. If you feel like you are making do, rather than really benefiting from your phone system, it could be time to explore other options and upgrade. A good telephone system should help you achieve your business goals, with features that make it easier to fulfil daily operations and deliver a high level of customer service. There are a number of different options on the market and it is important to find out more about what each offers, to ensure you can install a system that best serves your current and predicted needs. VOIP Phone System A VOIP phone system has been designed to provide a cost effective and efficient means of communication, with many features that support modern business needs. VOIP systems aren’t the cheapest option in terms of initial investment, but in the long term can reduce your ongoing costs, making it a viable option. VOIP uses the internet rather than traditional cables for communication exchange, which offers many advantages to a business...

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### Making Flexible Working a Reality

> Learn how VOIP phone service can help you to enable a flexible and reliable working environment.

- Published: 2016-05-06
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/making-flexible-working-a-reality/
- Categories: Collaboration, Hybrid Working, News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Making Flexible Working a Reality All employees with at least 26 weeks of continuous service can put in a request for flexible working. This could include reducing or altering their hours of work, job sharing or working remotely for a percentage of their contracted hours. These requests have to be presented in writing and the manager has to respond and discuss the request in a reasonable manner within three months. Each individual case has to be considered on its own merit and there may be times where it really isn’t viable for a request to be granted. Having said this, there can be many advantages to the employer if they do support flexible working and are open to employee requests. Hours of Business With changing consumer demands, few businesses can now afford to only operate within standard working hours. If you have employees who want to start work earlier so they free up time in the evening for family commitments, study or simply to avoid the peak time commute, it could be advantageous for customers who don’t want to wait until 9am to place an order or get a response to their query. If an employee really isn’t a morning person, they might not be particularly productive first thing, so giving them the option of arriving later and working into the evening could optimise their performance. Longer working days could also allow some employees to undertake their weekly hours in four days, so they have time to indulge in another...

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### Is it time to buy a new business phone system?

> Find out if you can achieve more with a Mitel business phone system from Opus, here are 5 key questions you need to ask.

- Published: 2016-03-09
- Modified: 2023-01-24
- URL: https://www.opustech.co.uk/blog/is-it-time-to-buy-a-new-business-phone-system/
- Categories: Mitel, News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### BT to open up its Openreach network to competitors

> Ofcom has ordered BT to open its Openreach network to competitors, after concluding that UK must do better at rolling out superfast broadband & 4G mobile.

- Published: 2016-03-04
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/bt-to-open-up-its-openreach-network-to-competitors/
- Categories: Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

BT opening Openreach network to competitorsOfcom, the UK’s telecoms regulator, has ordered BT to open up its Openreach network to rivals. In its Strategic Review of Digital Communication, Ofcom concluded that UK must ‘do better’ at rolling out superfast broadband and 4G mobile. Openreach, a subsidiary of BT, owns the infrastructure that connects nearly all businesses and homes in the UK to the national broadband and telephone network. Recently, the provider has received a lot of criticism over the quality of the service it provides with customers reporting problems with installations and high costs of cables. However, trouble with Openreach spreads beyond BT’s customers; the provider has also been condemned by Sky, TalkTalk and Vodafone for poor record on repairs as well as lack of investment on infrastructure upgrades. Ofcom has not only requested changes to Openreach governance but also reserved the right to require a break up from BT if necessary. Moreover, the provider’s ducts and poles will be open to competitors, allowing them to build their own FTTP networks. The company will also be required to provide data on the nature and location of the ducts and poles. With the new orders in place, Ofcom hopes to make the market more competitive by supporting investment by rival operators and reduce the nation’s dependence on Openreach. Ofcom Chief Executive, Sharon White commented: “People across the UK today need affordable, reliable phone and broadband services. Coverage and quality are improving, but not fast enough to meet the growing expectations of consumers and businesses”. At Opus we...

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### Should Your Business Switch to VoIP?

> Discover why your business should switch to VoIP and how easily it can be implemented within your organisation

- Published: 2016-03-02
- Modified: 2024-05-15
- URL: https://www.opustech.co.uk/blog/should-your-business-switch-to-voip/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Should your business switch to VoIP? Have you come across a business with a regional telephone number different to that of their physical address? The likelihood is that this business is using a VoIP phone service in order to lower their telecommunications cost and increase the productivity of their employees. What is a VoIP Phone Service? Similarly to an email, a call made through VoIP travels through the internet. When somebody calls you through a traditional telephone system a number of signals are sent around the country at phenomenal speeds. However, with VoIP that call is translated into data and sent over the internet. As the call takes place over the internet, it requires few physical facilities and as a result, businesses who use a VoIP system witness reduced costs. However, many believe that VoIP provides a poorer audio quality. At its inception this was true, however, today VoIP provides audio quality at the same level as that received on a traditional telephone system. It’s because of this that many small businesses, who had previously sat on the side-lines, now choose VoIP over alternatives for their office systems and mobile phones. The benefits of VoIP? As we’ve already explored VoIP is often cheaper to implement and maintain than traditional business telephone systems. It is also capable of providing the same level of quality, dependent on which provider you use. Unlike traditional systems which rely on a telephone connection, VoIP systems can be used anywhere. All you require is a broadband...

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### 10 Reasons To Move To The Cloud

> Cloud connectivity is the fastest growing market in business communications. Discover the top 10 benefits of cloud telephony.

- Published: 2016-02-17
- Modified: 2023-01-11
- URL: https://www.opustech.co.uk/blog/10-reasons-to-move-to-the-cloud/
- Categories: News, Telephony

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Cloud connectivity is the fastest growing market in business communications.  Discover the top 10 benefits of the cloud and how it can help improve your business: Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### Opus achieves Gamma Platinum Partner Status

> Opus has been awarded Gamma Platinum Accredited Partner status in recognition of our exceptional performance across sales, training and product knowledge.

- Published: 2016-01-25
- Modified: 2023-10-30
- URL: https://www.opustech.co.uk/blog/opus-achieves-gamma-platinum-partner-status/
- Categories: Gamma, News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus achieves Gamma Platinum Partner StatusWe are proud to announce that Opus has been awarded Gamma Platinum Accredited Partner status in recognition of our exceptional performance across sales, training and product knowledge. The award sets us apart from 700 other registered resellers and demonstrates Gamma’s appreciation of Opus as a leading provider of their products and services in the UK. As a Platinum Partner, Opus will now benefit from additional support, staff training and resources all of which will help us to continue to develop bespoke communications solutions and deliver reliable and trusted services. Our customers subscribing to Gamma products will receive seamless and quick installation of their new services as well as a greater level and speed of support. Chris Terry, Operations Director of Opus, said: “We are delighted to be one of the chosen few Gamma resellers appointed a Platinum Accredited Partner status. This recognition will not only help us to grow our reach in the marketplace but also enable us to offer our existing customers with even greater levels of care and engineering expertise. Providing excellent customer service lies at the heart of our business. With even more direct access to the Gamma escalations team as well as improved staff training schemes to keep our team's knowledge at the highest levels, this will enable us to continue dealing with provisioning and support requests to meet our customers’ expectations. ”Zach Woods, Business Development Manager from Gamma commented:“The criteria we set for Platinum Accredited Partner status are very high. Opus has proven to be...

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### Opus Telecoms Winners Again at the Prestigious General Practice Awards

> The Opus Telecoms Healthcare Team were once again crowned Communications Provider of the Year at the 2015 GP Awards.

- Published: 2015-12-01
- Modified: 2024-08-15
- URL: https://www.opustech.co.uk/blog/opus-telecoms-winners-again-at-the-prestigious-general-practice-awards/
- Categories: News, Opus

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

Opus Telecoms wins Communications Provider of the Year at GP Awards for the second time The Opus Telecoms Healthcare Team were once again crowned Communications Provider of the Year at the 2015 General Practice Awards at the Lancaster Hotel in London. It was another very glitzy evening hosted by comedienne Lucy Porter and much praise was fittingly poured on the continued efforts of the hard working NHS staff. As GPs, Practice Managers and Nurses were rewarded for patient care and going the extra mile, Opus were amongst the suppliers that were recognised for their support of the Primary Care Sector. Having previously won the award in 2012 and been finalists in 2013 and 2014, the team were amongst strong competition and were very pleased to win for a second time. Some of the team, pictured with the award and their guest Harry from Gamma Telecom celebrated into the night. Supporting over 500 GP surgeries across London and the South East, the Opus entry highlighted the development of our communication services to support the Admissions Avoidance & Enhanced Service initiative. Are you ready to discuss your requirements with a specialist? GET IN TOUCH

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### The End Of An Era: BT To Switch Off ISDN Lines

> BT To Switch Off ISDN Lines - Discover the benefits of switching to flexible reliable SIP trunks now. For advice call us on 0800 316 7566.

- Published: 2015-11-04
- Modified: 2024-05-14
- URL: https://www.opustech.co.uk/blog/the-end-of-an-era-bt-to-switch-off-isdn-lines/
- Categories: ISDN Switch Off

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

The End Of An Era: BT To Switch Off ISDN LinesBT Openreach has announced its plans to migrate customers to an all IP network by 2025, switching off the company's ISDN network. As the leading business communications provider, this change will affect millions of businesses across the UK. SIP technology has been available for 15 years; many organisations still prefer to use ISDN lines for its familiarity. As of August 2013 there were around 3. 2 million active ISDN lines in the UK, however, by 2025 all organisations will have to move to a SIP service. Although 10 years may seem a long period of time, we believe that the migration process will begin soon, that is why you should start learning more about SIP technology and its advantages. What is SIP Trunking? SIP trunking is the latest form of technology that delivers telephone lines using an external data connection as the bearer for the purpose of making and receiving calls. This virtual IP based service uses network data connectivity instead of dedicated fixed line technology methods. What are the Benefits? 1. Number PortabilityUsing SIP trunks allows you to keep your phone number no matter where you are, because your phone number is attached to an IP address not a physical telephone line. It permits out-of-area geographic number ranges to be used – displaying your organisation as local, despite being physically located elsewhere. 2. Saves You MoneyWith traditional ISDN your voice and data connection are on different lines. You will be able to save money by having...

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### 7 Benefits of Upgrading Telephone Systems for Schools

> Opus provides flexible, affordable and reliable telephone systems for schools. Book a free communications review with us today.

- Published: 2015-05-15
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/blog/7-benefits-of-upgrading-telephone-systems-for-schools/
- Categories: Business Conferencing, Industry News, Telephony

Why keeping your telephone systems for schools current is essential One of the biggest challenges facing many schools is ensuring that teachers, parents and pupils remain connected and well informed. Effective telephone systems for schools and communication in general, plays a crucial role in creating a healthy and supportive school community. As schools are expanding an updated communication system is now more important than ever before. By making correct use of advanced telecommunication technologies, schools can ensure their communications are always delivered to the right people, in a timely manner and at a low cost. The main benefits of upgrading your school's telephone system include: Enhances Internal Communication A good telephony system supports the day-to-day operations of a school by keeping your staff connected and up to date with the latest school news. Landlines, mobiles, SMS and mobile twinning help everyone stay informed and provide seamless access to information. Personal voicemail systems within classrooms and around the school provide your staff with mobility and increased responsiveness. Increases Parental Involvement A new telecommunication system can also help to improve teacher-parent interaction. Parents can receive notification from your school through SMS or via recorded messages services directly. In this way you can be sure that they are always well informed of any school event, incidents and emergencies or when their child is absent from school. Improves School Safety In the event of an emergency, advanced applications allow administrators to disseminate information quickly and efficiently to both staff and students. With an emergency notification system...

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### Unified Communications Improves Contact Centres

> Unified Communications (UC) plays a vital role in supporting staff training and collaboration and driving remote working practices for contact centres.

- Published: 2015-04-16
- Modified: 2024-04-24
- URL: https://www.opustech.co.uk/blog/unified-communications-improves-contact-centres/
- Categories: Contact Centre, Hybrid Working, News, Remote Working

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

7 Ways Unified Communications Improves Contact Centres Unified Communications (UC) plays a vital role in the development of a modern day contact centre, supporting staff training and collaboration, driving remote working practices, ultimately helping improve customer satisfaction and retention. The main improvements contact centres have experienced from adopting UC include: 1. Supporting remote working For many years businesses have offered staff the option to work from home and now contact centres are adopting such practices. However, the problem is cultivating an atmosphere of trust and collaboration between remote workers and those in the contact centre. UC solves this with ‘presence information’, which enables staff to quickly and easily inform each other of their status e. g. ‘on a call’ or ‘away’. This means employees in the office can feel assured that remote workers are actively working and staff at home can easily access colleagues should they need help resolving an issue. 2. Managing call resolution Usually calls are passed on to experts outside of the contact centre. This means, even if the call is resolved, the call resolution is not logged on the CRM system because the employee outside the contact centre does not have access. Unified Communications solves this with ‘skills-based presence’, which is used to conference experts into calls, so the contact centre can manage the process and retain control from call answer to resolution. Ideal for contact centres that are performance measured on first call resolution rate! 3.  Managing remote workers Presence enables managers and colleagues to place calls...

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### Five Ways to Save Money With The Cloud

> Companies are now ditching traditional landlines for a hosted phone system because they save both time and money! Find out the five ways to save with the Cloud.

- Published: 2015-03-30
- Modified: 2023-12-19
- URL: https://www.opustech.co.uk/blog/five-ways-to-save-money-with-the-cloud/
- Categories: News

With the cargo business blasting, financier firms are bouncing from organization to organization quickly, prompting high paces of turnover. Regularly, agents are beginning the work with the guarantee...

No doubt you’re familiar with the cloud system for your personal computing needs and business data, but have you considered moving your telephone system to the cloud? Companies are now ditching traditional landlines for a hosted phone system because they save both time and money! What is a Cloud Phone System? A cloud-based phone system is delivered through the Internet so all your phones, mobile devices and computers work together. The main benefit is that you can make calls to any phone number; local, domestic and international on a reliable Internet connection instead of relying on your local phone service. Five Ways to Save Money With The Cloud 1. Prioritise Calls Ensure revenue-producing calls are always answered and that outside telemarketing or 1-800 numbers are sent directly to your voicemail. With the cloud you can control where and when calls are answered and to whom calls are directed. 2. Call Analytics Boost sales tactics by analysing call data such as the type of call, duration and source of phone calls to develop effective strategies to gain new clients and close more deals. Employers and managers can also listen in on a call to actively observe the interactions. 3. Divert Calls Keep your clients happy and make sure they feel important by transferring them directly to someone that can assist them, not transferring them back and forth which can lead to dissatisfaction and loss of business. 4. Computer Software Compatibility Regardless of location, employees, managers, clients and vendors can come together to collaborate...

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## Resources

### IT Infrastructure Management

> IT Infrastructure management is the process of keeping an businesses IT infrastructure, hardware, data, operating systems, networks and communications and applications running smoothly.

- Published: 2024-06-24
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-infrastructure-management/

IT Infrastructure management is the process of keeping an businesses IT infrastructure, hardware, data, operating systems, networks and communications and applications running smoothly.

KNOWLEDGE BASEIT Infrastructure ManagementWhat is IT infrastructure Management? Effective IT infrastructure management is critical for maintaining the reliability, efficiency, and security of a businesses IT estate, enabling businesses to operate smoothly. Key components of IT Infrastructure Management services include:Hardware ManagementEnsuring servers, data centres, and networking equipment are maintained, upgraded, and functioning properly. Monitoring hardware performance and addressing any issues that arise. Software ManagementInstalling, updating, and maintaining operating systems and applications. Managing software and application licenses to ensure compliance. Network ManagementOverseeing network operations to ensure connectivity and communication inside and outside the business. Implementing cyber security measures to protect network integrity. Storage ManagementManaging data storage solutions, including cloud storage and on-premises systems. Ensuring business data is securely backed up, accessible, and protected. Security ManagementImplementing cyber security measures to protect IT assets from threats. Conducting regular security assessments and responding to incidents. Performance MonitoringContinuously monitoring IT systems across the business to ensure optimal performance. Using tools to track system metrics, detect issues early, and implement corrective actions. Disaster Recovery and Business ContinuityDeveloping and maintaining disaster recovery plans to ensure data and system recovery in case of an incident. Ensuring that business operations can continue during and after a disaster. Support and MaintenanceProviding technical support to users and resolving IT-related issues. Regularly maintaining and updating IT systems to prevent downtime. IT Governance and ComplianceEstablishing policies and procedures to ensure IT infrastructure aligns with business goals. Ensuring compliance with legal, regulatory, and industry standards. Cloud ManagementManaging cloud resources and services, ensuring efficient use, cost management, and security. Integrating cloud services with on-premises infrastructure. Speak to a consultant We are accredited partners with Related Pages IT...

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### Virtual Server

> A virtual server, also known as a virtual machine, is a software-based emulation of a physical computer. It runs independently within a virtualised environment on a physical server, allowing multiple virtual servers to share resources efficiently.

- Published: 2024-01-03
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-virtual-server/

A virtual server, also known as a virtual machine, is a software-based emulation of a physical computer.

KNOWLEDGE BASEVirtual ServerWhat is a Virtual Server? A virtual server, also known as a virtual machine, is a software-based emulation of a physical computer created by a hypervisor. It runs independently within a virtualised environment on a physical server, allowing multiple virtual servers to share resources efficiently. Virtual servers provide a wealth of benefits such as isolation, flexible resource allocation, snapshot and cloning capabilities, easy migration, and scalability. They contribute to cost savings, energy efficiency, and improved management in data centres and cloud computing environments. What is a Hypervisor? A hypervisor, also known as a Virtual Machine Monitor (VMM), is software or firmware that creates and manages virtual machines (VMs) on a physical computer. The primary purpose of a hypervisor is to enable multiple operating systems to run concurrently on a single physical machine, each within its isolated virtual environment. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor AuthenticationBack to our IT Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner...

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### Two Factor Authentication (2FA)

> Two-Factor Authentication (2FA) is a security process that requires users to provide two different authentication factors to verify their identity. The goal of 2FA is to add an extra layer of security beyond the traditional username and password combination.

- Published: 2024-01-03
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-two-factor-authentication/

Two-Factor Authentication (2FA) is a security process that requires users to provide two different authentication factors to verify their identity. 

KNOWLEDGE BASETwo Factor Authentication (2FA)What is Two Factor Authentication (2FA)? Two-Factor Authentication (2FA) is a security protocol that requires users to furnish two distinct authentication elements to validate their identity. The primary aim of 2FA is to augment security beyond the conventional username and password pairing. By demanding two autonomous pieces of information, the task of unauthorised individuals attempting to gain entry to an account or system becomes considerably more challenging. 2FA typically falls into one of three categories1. Knowledge FactorsThis encompasses something known to the user, such as a password or PIN, representing the traditional authentication method. 2. Possession FactorsThis entails something owned or possessed by the user, such as a physical device or token. Examples include a one-time password (OTP) generated by a hardware or software token, a smart card, or a mobile device. 3. Biometric FactorsThis involves something unique to the user's physical characteristics, such as fingerprints, retina scans, or facial recognition. Even if one factor is compromised, such as a stolen password, an attacker would still require the second factor for access. Two-factor authentication heightens the security of online accounts and systems, mitigating the risk of unauthorised access resulting from compromised or weak passwords. What are the common types of 2FA? Time-based One-Time Passwords (TOTP)Users generate one-time codes using a mobile app like Google or Microsoft Authenticator. These codes are time-sensitive and expire after a very short time period. SMS or Email CodesA one-time code is dispatched to the user's registered mobile phone or email address, which they must input during the login process. Biometric...

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### Threat Protection

> Threat protection refers to a set of security measures and technologies designed to detect, prevent and respond to various cyber security threats that can compromise the integrity, confidentiality and availability of information systems and data.

- Published: 2024-01-03
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-threat-protection/

Threat protection is a set of security measures and technologies designed to detect, prevent, and respond to various cyber security threats that can compromise the integrity of information systems and data. 

KNOWLEDGE BASEThreat ProtectionWhat is Threat Protection? Threat protection refers to a set of security measures and technologies designed to detect, prevent, and respond to various cyber security threats that can compromise the integrity, confidentiality, and availability of information systems and data. The goal of threat protection is to safeguard organisations, networks, devices, and individuals from malicious activities carried out by cyber criminals. What are the key components of threat protection? Antivirus and Anti-Malware SolutionsThese tools are designed to identify and eliminate malicious software, including viruses, worms, trojans, and other types of malware that can infect systems and compromise data. FirewallsFirewalls act as a barrier between a trusted internal network and untrusted external networks, controlling and monitoring incoming and outgoing network traffic based on predetermined security rules. These help prevent unauthorised access and protect against network-based threats. Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) IDS monitors network or system activities for malicious activities or security policy violations, while IPS actively prevents or blocks such activities. These systems analyse patterns and behaviours to detect potential threats. Email SecurityThreat protection in emails involves filtering out malicious content, including phishing attempts, spam, and malware to prevent users from falling victim to email-based attacks. Endpoint ProtectionEndpoint security solutions protect individual devices (endpoints) such as computers, laptops, and mobile devices from a variety of threats. This includes antivirus software, device encryption, and application control. Web SecurityWeb security solutions aim to protect users from threats encountered while browsing the internet. This includes filtering malicious websites, blocking harmful downloads, and preventing phishing attacks. Behavioural AnalyticsBehavioural analytics...

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### Teams

> Microsoft Teams is a collaboration platform developed by Microsoft as part of its Microsoft 365 suite of productivity tools. Integrating various communication and collaboration features to facilitate seamless interaction among team members.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-teams/

Microsoft Teams is a collaboration platform developed by Microsoft as part of its Microsoft 365 suite of productivity tools. 

KNOWLEDGE BASEMicrosoft TeamsWhat is Microsoft Teams? Microsoft Teams is a collaboration platform developed by Microsoft as part of its Office 365 (now Microsoft 365) suite of productivity tools. It serves as a hub for teamwork, integrating various communication and collaboration features to facilitate seamless interaction among team members. Microsoft Teams is widely used for both professional and educational purposes, enabling users to work together, share information, and communicate in real-time.  Microsoft Teams has become an essential tool for remote work, collaboration, and communication in modern workplaces, providing a centralised platform for a wide range of team-oriented activities. The core benefits of Microsoft Teams Chat and Messaging Microsoft Teams provides a chat and messaging platform where team members can communicate one-on-one or in group conversations. Users can send messages, share files, and collaborate on projects within the chat interface. Video and Audio Conferencing Teams offers robust video and audio conferencing capabilities. Users can schedule and join online meetings, conduct virtual conferences, and share screens for presentations. The platform supports both one-on-one meetings and larger team meetings. Integration with Office 365/Microsoft 365 Teams seamlessly integrates with other Microsoft 365 applications, such as Word, Excel, PowerPoint, and SharePoint. Users can collaborate on documents in real-time, access files stored in SharePoint, and use the Office apps within the Teams environment. Channels and Teams Teams are organised into channels, providing a structured way to group discussions and collaboration around specific topics or projects. Each team can have multiple channels, and members can easily switch between them to...

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### SoGEA

> SoGEA (Single Order Generic Ethernet Access) broadband is a type of internet connection that provides high-speed access to the internet using fibre-optic technology and does not include a traditional landline phone service.

- Published: 2024-01-03
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-sogea/

SoGEA broadband is a type of internet connection that provides high-speed access to the internet and does not include a traditional landline phone service. 

KNOWLEDGE BASESoGEAWhat is SoGEA? SoGEA (Single Order Generic Ethernet Access) broadband is a type of internet connection that provides high-speed access to the internet using fiber-optic technology, and notably, it does not include a traditional landline phone service. In a SoGEA broadband package, users receive a comprehensive solution for internet connectivity without the need for a separate telephone line. What are the benefits of SoGEA broadband? Fibre-Optic Technology SoGEA utilises fibre-optic cables to transmit data, offering faster and more reliable internet speeds compared to traditional copper-based connections. Fibre-optic broadband is known for its capacity to deliver high bandwidth and low latency. No Landline Phone Service A distinctive feature of SoGEA broadband is the absence of a landline phone service. Unlike some traditional broadband packages that bundle internet and landline services together, SoGEA focuses solely on providing high-speed internet access. Streamlined Connectivity SoGEA is designed to simplify broadband connectivity by eliminating the need for a telephone line. This can be advantageous for users who rely primarily on mobile phones or other communication methods and do not require a landline. Modern and Efficient By leveraging fibre-optic technology and streamlining the ordering process, SoGEA broadband aligns with modern connectivity needs. It offers a more efficient and contemporary solution for users seeking reliable and fast internet access. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the...

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### Sharepoint

> Microsoft SharePoint is a cloud collaboration platform integrated with Microsoft 365. It is used for storing, organising, sharing, and accessing information from any device with a web browser.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-sharepoint/

SharePoint is a cloud collaboration platform integrated with Microsoft 365. It is used for storing, organising, sharing, and accessing information from any device with a web browser. 

KNOWLEDGE BASEMicrosoft SharepointWhat is Microsoft Sharepoint? Microsoft SharePoint is a web-based collaboration platform integrated with Microsoft Office. It is primarily used for storing, organising, sharing, and accessing information from any device with a web browser. SharePoint facilitates collaboration within organisations by providing a centralised platform for document management, workflow automation, and intranet development. Key features of Microsoft SharePoint Manage documents securely SharePoint enables users to store documents, spreadsheets, presentations, and other types of files in a centralised location. It provides version control, check-in/check-out functionality, and the ability to set permissions for different users or groups. Collaborate with others Departments and teams of people can collaborate on documents and projects in real-time. SharePoint supports features like co-authoring, comments, and notifications, fostering better communication and teamwork. Intranet Fuctionality SharePoint can be used to create and customise intranet sites called Sharepoint Hub sites, which serve as a central place for internal communication, announcements, and important information. Automated Workflows SharePoint includes workflow capabilities that allow organisations to automate business processes. Users can design workflows to manage tasks, approvals, and other processes, improving efficiency and consistency. Integration with Microsoft 365 SharePoint seamlessly integrates with Microsoft 365 applications such as Word, Excel, PowerPoint, and Outlook. This integration simplifies document creation, editing, and sharing directly within the SharePoint environment. Maximum Security and Permission Setting SharePoint provides robust security features, allowing administrators to set permissions at various levels, from individual documents to entire sites. This ensures that sensitive information is accessible only to authorised users. Fully Customisable to Business...

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### Zero Trust Security

> Zero Trust security represents a comprehensive IT security model that mandates rigorous identity verification for every individual and device seeking access to resources within a private network.

- Published: 2024-01-03
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-zero-trust-security/

Zero Trust security represents a comprehensive IT security model that mandates rigorous identity verification for every individual and device seeking access within a private network. 

KNOWLEDGE BASEZero Trust SecurityWhat is Zero Trust Security? Zero Trust security represents a comprehensive IT security model that mandates rigorous identity verification for every individual and device seeking access to resources within a private network. This requirement applies irrespective of whether the entities are located inside or outside the traditional network perimeter. What is Zero Trust Network Access (ZTNA)? Zero Trust Network Access (ZTNA) serves as the core technology linked with the Zero Trust architecture, which, in essence, embodies a holistic approach to network security. In contrast to traditional IT network security, which inherently trusts entities within the network, Zero Trust architecture operates on the principle of placing trust in no one and nothing. Zero Trust Security is an approach to cybersecurity that challenges the traditional model of trusting everything inside a corporate network. In a Zero Trust model, no entity, whether inside or outside the network, is trusted by default. All users, devices, and applications are treated as potentially untrusted, and access is granted only after verifying the identity and security posture of the entity. The importance of Zero Trust Security lies in addressing the evolving threat landscape and the limitations of traditional security models. Here are some key reasons why Zero Trust security is importantIncreased Sophistication of Cyber ThreatsCyber threats have become more sophisticated, and traditional security models that rely on perimeter defences are no longer sufficient. Zero Trust acknowledges that threats can come from both external and internal sources, and it focuses on protecting assets regardless of their location. Mobile Workforce and Cloud AdoptionWith the...

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### Server

> A server is a computer or system that is dedicated to managing and facilitating network resources and services. It provides functionality or services to other computers known as clients within the same network.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-server/

A server is a computer or system that is dedicated to managing and facilitating network resources and services. 

KNOWLEDGE BASEServerWhat is a Server? A server is a computer or system that is dedicated to managing and facilitating network resources and services. It provides functionality or services to other computers, known as clients, within the same network. Servers can host applications, manage files, handle network requests, or perform other specialised tasks, serving as a central hub for communication and data exchange in a networked environment. They come in various types, such as web servers, file servers, database servers, and more, each serving specific purposes based on the needs of the network. What are the different types of servers? There are several types of servers, each designed to fulfil specific roles and functions within a computer network. Here are some common types of servers. Web ServersFile ServersDatabase ServersApplication ServersMail ServersDNS ServersFTP ServersProxy ServersPrint ServersGame ServersVirtual Servers Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor AuthenticationBack to our IT Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen...

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### SD-WAN

> SD-WAN, short for Software-Defined Wide Area Network, is a virtual architecture designed to empower enterprises with the flexibility to utilise various transport services.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/sd-wan/

SD-WAN, short for Software-Defined Wide Area Network, is a virtual architecture designed to empower enterprises with the flexibility to utilise various transport services. 

KNOWLEDGE BASESD-WANWhat is SD-WAN? Software-Defined Wide Area Networking (SD-WAN) is a technology that enhances the management of wide area networks (WANs) using software-defined networking principles. Unlike traditional WANs, which rely on hardware appliances and manual configuration, SD-WAN leverages software-based controllers and automation to simplify the deployment, management, and optimisation of network connectivity.  SD-WAN aligns with the dynamic needs of businesses, offering improved performance, cost-effectiveness, and simplified management compared to legacy WAN approaches. Key Benefits of SD-WAN Centralised Control SD-WAN provides centralised control through a software controller, enabling administrators to manage network traffic, prioritise applications, and implement policies from a central interface. This improves network visibility and control. Dynamic Path Selection It dynamically selects the most efficient and cost-effective path for network traffic based on real-time conditions. This optimisation helps enhance performance and reduce latency by utilising multiple links, including MPLS, broadband, and cellular connections. Application Prioritisation With SD-WAN, administrators can prioritise critical applications over the network, ensuring that bandwidth is allocated appropriately. This feature is valuable for maintaining optimal performance for essential business applications. Improved Security SD-WAN solutions often include built-in security features, such as encryption and firewall capabilities, to enhance data protection. This is particularly important as organisations increasingly rely on internet connections for their network traffic. Flexibility and Scalability It enables organisations to scale their network infrastructure easily. Adding new branches, integrating cloud services, and adapting to changing business needs can be done more efficiently compared to traditional WANs. Cost Savings SD-WAN ensures organisations leverage cost-effective internet connections alongside traditional...

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### Software as a Service (SaaS)

> Software as a Service (SaaS) is a cloud computing model that delivers software applications over the internet on a subscription basis. With SaaS, users can access the software and its features through a web browser.

- Published: 2024-01-03
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-software-as-a-service/

Software as a Service (SaaS) is a cloud computing model that delivers software applications over the internet on a subscription basis. 

KNOWLEDGE BASESoftware as a Service (SaaS)What is Software as a Service (SaaS)? Software as a Service (SaaS) is a cloud computing model that delivers software applications over the internet on a subscription basis. In this model, users can access the software and its features through a web browser without the need for local installation or maintenance. SaaS eliminates the traditional model of purchasing, installing, and maintaining software on individual devices, providing a more cost-effective and scalable solution. What is typically included with SaaS solutions? Subscription-based AccessUsers pay a recurring subscription fee to access the software, often on a monthly or annual basis. Centralised HostingThe software is hosted on the vendor's servers, and users can access it remotely via the internet. Automatic UpdatesSoftware updates and maintenance tasks are managed by the service provider, ensuring users always have access to the latest features and security patches. ScalabilitySaaS solutions are scalable, allowing organizations to adjust the number of subscriptions based on their changing needs. Multi-Tenancy OptionsSaaS applications support multiple users or organisations (tenants) on a shared infrastructure while maintaining data isolation and security. Common examples of SaaS applications include customer relationship management (CRM) software, office productivity suites, collaboration tools, and enterprise resource planning (ERP) systems. SaaS has become a popular choice for businesses seeking efficient, cost-effective, and easily accessible software solutions without the burden of complex infrastructure management. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top...

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### Remote Backup

> Remote backup, also known as online or cloud backup, involves securely storing data on an offsite server or cloud platform using the internet.

- Published: 2024-01-03
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-remote-backup/

Remote backup, also known as online or cloud backup, involves securely storing data on an offsite server or cloud platform using the internet. 

KNOWLEDGE BASERemote BackupWhat is Remote Backup? Remote backup, also known as online or cloud backup, involves securely storing data on an offsite server or cloud platform using the internet. It eliminates the need for local storage, providing benefits such as offsite data protection, automated backups, encryption for security, and accessibility from anywhere. Cloud-based solutions offer scalability, automated and scheduled backups, and features like versioning for point-in-time recovery. Remote backup is a crucial component of data protection strategies, ensuring data resilience and accessibility in the event of local disasters or hardware failures. Remote backup solutions come in different types Cloud Backup Involves storing data on remote cloud servers, offering scalability, accessibility, and cost-effectiveness for individuals, businesses, and organisations. Online Backup Services Third-party services providing automated backup solutions over the internet, available through subscription plans with different storage options. Remote Server Backup Tailored for businesses with distributed server infrastructure, focusing on securing data stored on remote servers across different locations. Offsite Backup Involves storing backup copies of data in physically distant locations, providing additional protection against local disasters. Network-Attached Storage (NAS) Backup Centralises data storage accessible over a network, suitable for small to medium-sized businesses with shared storage needs. Endpoint Backup Targets individual devices like computers, laptops, or mobile devices, ensuring data protection for remote or mobile users. These different remote backup methods offer flexibility and a comprehensive approach to data protection, allowing users to choose solutions based on their specific requirements and preferences. Whether leveraging the convenience of cloud storage or ensuring...

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### Ransomware

> Ransomware is a type of malicious software (malware) designed to encrypt a user's files or lock them out of their computer system, rendering the data inaccessible. Cybercriminals then demand a ransom, usually in the form of cryptocurrency.

- Published: 2024-01-03
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-ransomware/

Ransomware is a type of malware designed to encrypt a user's files or lock them out of their computer system, rendering the data inaccessible without a paid ransom.

KNOWLEDGE BASERansomwareWhat is Ransomware? Ransomware is a type of malicious software (malware) designed to encrypt a user's files or lock them out of their computer system, rendering the data inaccessible. Cybercriminals then demand a ransom, usually in the form of cryptocurrency, in exchange for providing the victim with the decryption key or restoring access to their files. What are the different types of ransomware? Ransomware attacks are characterized by encrypting files, rendering them unreadable without a decryption key. Attackers then demand payment in cryptocurrency through a ransom note, often imposing a time limit to create urgency. The notes may include threats of data loss or exposure. Delivery methods involve malicious emails, infected websites, or exploiting vulnerabilities. Ransomware has evolved with advanced techniques and models like Ransomware-as-a-Service. Prevention measures include regular data backups, software updates, antivirus tools, cautious online behavior, network security, and user education. A robust cybersecurity strategy, including training, is crucial to mitigate ransomware impact and safeguard against data loss. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor AuthenticationBack to our IT...

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### Phishing

> Phishing is a type of cyber attack in which attackers use deceptive techniques to trick individuals into providing sensitive information, such as login credentials, personal details or financial information.

- Published: 2024-01-03
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/phishing/

Phishing is a type of cyber attack in which attackers use deceptive techniques to trick individuals into providing sensitive information.

KNOWLEDGE BASEPhishingWhat is Phishing? Phishing is a type of cyber attack in which attackers use deceptive techniques to trick individuals into providing sensitive information, such as login credentials, personal details, or financial information. The term "phishing" is derived from the analogy of fishing, where attackers use bait to lure their victims.  Phishing attacks can take various forms, including spear phishing (targeting specific individuals), vishing (voice phishing using phone calls), and smishing (phishing via SMS or text messages). The goal of a phishing attempt is to steal login credentials, gain unauthorised access to accounts, or commit identity theft. To avoid falling victim to phishing attacks, individuals should be cautious when clicking on links, verify the legitimacy of emails and websites, use multi-factor authentication, and stay informed about common phishing tactics. Additionally, organisations employ security measures, such as email filtering and employee training, to mitigate the risk of phishing attacks. What are the common types of phishing attacks? Deceptive Communication Attackers often impersonate trustworthy entities, such as banks, government agencies, or well-known companies, through emails, messages, or websites. Bait Phishing messages typically contain a hook or bait that entices recipients to take a specific action, such as clicking on a malicious link, downloading an infected attachment, or providing sensitive information. Create a False Sense of Urgency Phishers often create a sense of urgency or fear to prompt quick and impulsive responses from victims. This may involve claiming that an account will be closed, a payment is overdue, or other consequences if immediate action is not...

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### Outsourced IT

> Outsourced IT refers to the practice of delegating an organisation's IT support and strategy to an Managed Service Provider. This can include services such as network management, technical support, cybersecurity, software development, and other IT-related functions.

- Published: 2024-01-03
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-outsourced-it/

Outsourced IT is when a business chooses to outsource all or part of their IT function to a Managed Service Provider.  

KNOWLEDGE BASEOutsourced ITWhat is outsourced IT? Outsourced IT is when a business chooses to outsource all or part of their IT function to a Managed Service Provider.   Management can include services such as network management, technical support, cybersecurity, software development, and other IT-related functions. Outsourcing IT enables businesses to benefit from the extensive expertise of specialised external providers, often resulting in cost savings, improved efficiency, and access to the latest technologies without the need to maintain  and continually train an in-house IT team. What are the benefits of outsourced IT? Outsourcing IT services offers several benefits to organisations, here are the main benefits. Cost SavingsOutsourcing IT functions can be cost-effective as it eliminates the need for maintaining an in-house IT team, including salaries, benefits, and training expenses. Organisations can also avoid upfront investments in technology infrastructure. Expertise and SpecialisationExternal IT service providers often specialise in specific areas, bringing a high level of expertise and experience to the table. This ensures that organisations can access specialised skills and knowledge that may not be available in-house. Access to Latest TechnologiesIT service providers are typically at the forefront of technological advancements. Outsourcing ensures that organisations can leverage the latest technologies without the need for constant internal upgrades and training. Scalability and FlexibilityOutsourced IT services can be scaled up or down based on the organisation's needs. This flexibility is particularly beneficial for businesses with fluctuating IT requirements or those undergoing periods of growth. 24/7 SupportMany IT service providers offer around-the-clock support, ensuring that organisations receive assistance and resolution for IT issues at...

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### Network as a Service (NaaS)

> NaaS stands for Network as a Service, a cloud computing model that delivers networking services over the internet. With NaaS, businesses can subscribe to and consume networking services on a pay-as-you-go basis, similar to other cloud-based services.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-network-as-a-service/

NaaS stands for Network as a Service, a cloud computing model that delivers networking services over the internet. 

KNOWLEDGE BASENetwork as a Service (NaaS)What is NaaS? NaaS stands for "Network as a Service. " It is a cloud computing model that delivers networking services over the internet. In the NaaS model, businesses can subscribe to and consume networking services on a pay-as-you-go basis, similar to other cloud-based services. NaaS provides a flexible and scalable approach to networking, allowing organisations to access and manage network resources without the need to invest heavily in physical infrastructure. This approach often includes services such as virtualised routers, switches, and other networking components, providing a more agile and cost-effective solution for meeting the networking needs of modern businesses. What are the business benefits of NaaS? NaaS offers numerous advantages for businesses, including cost efficiency through a subscription-based model, scalability to adapt to changing needs, rapid deployment and adjustment for flexibility, accessibility from anywhere with an internet connection, centralised management for simplified administration, built-in security features, enhanced reliability with redundant infrastructure, the ability to focus on core competencies by outsourcing networking functions, regular updates and upgrades handled by providers, and global reach for seamless connectivity across international operations.   Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but...

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### Mimecast

> Mimecast's cloud cybersecurity services safeguard essential communications, individuals and data across email, data, and web platforms, ensuring the security of vital information.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-mimecast/

Mimecast provides cloud cyber security services that safeguard essential communications, individuals and data ensuring the security of vital information. 

KNOWLEDGE BASEMimecastWhat is Mimecast? Mimecast cyber security is suite of cloud-based cyber security services that focus on securing email, data, and web communications, protecting against various cyber threats and ensuring the safety of critical information. The Mimecast solutions are designed to enhance the overall security posture of organisations by offering protection against cyber threats that could compromise email, data, and web-based communications. Here are some key functions of Mimecast Email SecurityMimecast helps protect against email-borne threats such as phishing, malware, and ransomware. It includes features like threat detection, email filtering, and attachment scanning to ensure secure email communication. Data SecurityMimecast offers solutions to safeguard sensitive data, preventing data breaches and leaks. This includes data loss prevention (DLP) features to monitor and control the movement of sensitive information. Web SecurityMimecast provides web security services to protect against malicious websites, web-based attacks, and other online threats. This helps organisations secure their web browsing activities. Archiving and ComplianceMimecast offers archiving solutions for email and data, ensuring that organisations can store, retrieve, and manage their electronic communications for compliance and legal purposes. Continuity and RecoveryMimecast provides services for email continuity, ensuring that organisations can continue to send and receive emails even during outages. It also offers backup and recovery solutions to restore lost or compromised data. Threat IntelligenceMimecast leverages threat intelligence to stay ahead of evolving cybersecurity threats. This includes monitoring global threat landscapes and incorporating real-time threat intelligence into its services. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you...

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### Microsoft Solutions Partner

> Microsoft Solutions Partners possess extensive technical capabilities, a commitment to skill development and training, and a proven track record of successfully delivering solutions in specific Microsoft Cloud solution areas.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-solutions-partner/

Microsoft Solution Partners possess extensive technical capabilities, a commitment to skill development and training, and a proven track record of in specific Microsoft Cloud solution areas.

KNOWLEDGE BASEMicrosoft Solutions PartnerWhat is a Microsoft Solutions Partner? Microsoft Solutions Partners possess extensive technical capabilities, a commitment to skill development and training, and a proven track record of successfully delivering solutions in specific Microsoft Cloud solution areas. What are the Microsoft Solutions Partner designations? The six currently available designations include:Solutions Partner for Business ApplicationsSolutions Partner for Business ApplicationsSolutions Partner for Data & AI (Azure)Solutions Partner for Digital & App Innovation (Azure)Solutions Partner for Infrastructure (Azure)Solutions Partner for Modern WorkSolutions Partner for Security Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor AuthenticationBack to our IT Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your IT requirement? Get in touch

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### Microsoft Exchange

> Microsoft Exchange is a messaging and collaborative platform developed by Microsoft. It provides a set of applications and services for email, calendaring, task management, contact management, and more.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-exchange/

Microsoft Exchange is a messaging and collaborative platform developed by Microsoft. Applications for email, calendaring, task management, contact management, and more. 

KNOWLEDGE BASEMicrosoft ExchangeWhat is Microsoft Exchange? Microsoft Exchange is a messaging and collaborative platform developed by Microsoft. It provides a set of applications and services for email, calendaring, task management, contact management, and more. Exchange is commonly used in business environments to facilitate communication and collaboration among users within an organisation. Key features of Microsoft ExchangeEmailExchange serves as an email server, allowing users to send, receive, and manage emails. It supports features such as folders, rules, and search capabilities. CalendaringUsers can create and share calendars, schedule appointments, meetings, and events. Calendar information can be accessed and synchronised across multiple devices. Contacts and Address BookExchange includes a contact management system that allows users to maintain a list of contacts and an address book. Contacts can be shared and accessed by other users in the organisation. Task ManagementUsers can create and manage tasks, set deadlines, and track progress. Task lists can be shared among team members. Mobile AccessExchange provides mobile device support, allowing users to access their emails, calendars, and other data on smartphones and tablets. CollaborationExchange enables collaboration features such as shared mailboxes, distribution lists, and public folders. Users can collaborate on projects and share information within the organisation. SecurityExchange incorporates security measures such as encryption, anti-spam filters, and anti-malware protection to secure email communications and data. Integration with Microsoft OfficeExchange integrates seamlessly with Microsoft Office applications, allowing users to access and edit documents, spreadsheets, and presentations directly from their email client. Outlook Web App (OWA)OWA provides a web-based interface for accessing Exchange services, allowing users to access their emails and...

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### Microsoft 365

> Microsoft 365 is a comprehensive suite of cloud-based productivity tools and services provided by Microsoft. It integrates several applications and services to empower users with a unified platform for communication, collaboration, and productivity.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-365/

Microsoft 365 is a comprehensive suite of cloud-based productivity tools and services provided by Microsoft. 

KNOWLEDGE BASEMicrosoft 365What is Microsoft 365? Microsoft 365 is a comprehensive suite of cloud-based productivity tools and services provided by Microsoft. It integrates several applications and services to empower users with a unified platform for communication, collaboration, and productivity. Microsoft 365 includes familiar applications like Word, Excel, and PowerPoint, along with cloud services such as Exchange Online for email, OneDrive for file storage and sharing, Teams for collaboration, and more. With Microsoft 365, users can access their applications and data from various devices, promoting flexibility and seamless collaboration. The subscription-based model ensures that users receive regular updates and new features, enhancing the overall experience. Microsoft 365 caters to both individual users and businesses, offering a range of plans to meet diverse needs. What are the benefits of Microsoft 365?  Access to the latest productivity apps, such as Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneDrive, and so much moreThe ability to install the apps on PCs, Macs, tablets, and phones1 TB of OneDrive cloud storageFrequent feature updates and upgrades Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor...

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### Managed Service Provider (MSP)

> A Managed Service Provider (MSP) is a third-party company that delivers a range of IT services and support to businesses, typically on a subscription or outsourcing model.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-managed-service-provider/


A Managed Service Provider (MSP) is a third-party company that delivers a range of IT services and support to businesses, typically on a subscription or outsourcing model. 

KNOWLEDGE BASEManaged Service Provider (MSP)What is a Managed Service Provider? A Managed Service Provider (MSP) is a third-party that delivers a range of IT services and support to businesses, typically on a subscription or outsourcing model. MSPs are responsible for managing and maintaining an organisation's IT infrastructure, including servers, networks, devices, and applications. Services provided by MSPs often include proactive monitoring, security management, data backup and recovery, help desk support, and strategic IT consulting. The goal of an MSP is to ensure the reliability, security, and efficiency of a client's IT environment, allowing the client to focus on its core business functions. The MSP model typically offers businesses the benefits of cost-effective, scalable, and specialised IT services without the need for an in-house IT team. What services does a Managed Service Provider manage? Traditionally, businesses outsourced critical IT processes, such as infrastructure installation, management, networking, security, and data warehouses, to MSPs, ensuring access to essential capabilities while managing costs effectively. This outsourcing principle has expanded beyond IT to encompass any business processes where organisations lack in-house expertise or setting up capabilities internally would divert resources from more strategic activities. For example, in the era of hybrid work models and diverse employment categories, managing human resources (HR) has become intricate. Many organisations opt to outsource different HR activities to professional employer organisations (PEOs). Key business processes commonly outsourced to MSPs include:PayrollIT services and infrastructureWorkforce managementRecruitmentVendor managementContract management and complianceHuman resourcesBy using an MSP, businesses benefit from streamline operations, enhance efficiency, and focus on core activities, leveraging...

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### Managed Service Security Provider (MSSP)

> A Managed Security Service Provider (MSSP) is a specialised third-party company that offers comprehensive cybersecurity services to organisations.

- Published: 2024-01-03
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-managed-service-security-provider/

A Managed Security Service Provider (MSSP) is a specialised third-party company that offers comprehensive cybersecurity services to organisations. 

KNOWLEDGE BASEManaged Service Security Provider (MSSP)What is a Managed Service Security Provider? A Managed Security Service Provider (MSSP) is a specialised third-party company that offers comprehensive cyber security services to organisations. MSSPs take on the responsibility of managing and enhancing the security posture of their clients by providing a range of security services, often on a subscription or service-based model. The primary objective of an MSSP is to protect its clients from cyber threats, monitor security events, and respond to incidents promptly. What services does an MSSP provide? Security Monitoring and Threat DetectionMSSPs continuously monitor their clients' networks, systems, and applications for signs of security threats. Advanced tools and technologies are employed to detect and analyse security events, including suspicious activities and potential breaches. Incident Response and ManagementIn the event of a security incident or breach, MSSPs have dedicated teams equipped to respond swiftly. This includes investigating the incident, containing the threat, and implementing measures to prevent further damage. Vulnerability ManagementMSSPs assist clients in identifying and addressing vulnerabilities in their IT infrastructure. This involves regular security assessments, penetration testing, and the implementation of patches and updates to mitigate potential risks. Security Information and Event Management (SIEM)They deploy SIEM solutions to aggregate and analyse security data from various sources. SIEM enables real-time monitoring, correlation of events, and the generation of alerts for potential security incidents. Managed Firewall and Intrusion Prevention Systems (IPS) Firewall and IPS solutions are managed and configured to control network traffic, prevent unauthorised access, and detect and block malicious activities. Endpoint SecurityWith a focus on securing endpoints...

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### Managed IT

> Managed IT is when a business chooses to outsourcing their IT infrastructure, support, services, and systems to a third-party provider, known as a Managed Service Provider (MSP).

- Published: 2024-01-02
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-managed-it/

Managed IT is when a business chooses to outsourcing their IT infrastructure, support, services, and systems to a third-party provider, known as a Managed Service Provider (MSP).

KNOWLEDGE BASEManaged ITWhat is Managed IT? Managed IT is when a business chooses to outsourcing their IT infrastructure, support, services, and systems to a third-party provider, known as a Managed Service Provider (MSP). In a managed IT arrangement, the MSP takes on the role of overseeing and managing various aspects of the client's IT environment, providing proactive support, and ensuring the smooth operation of IT systems. What are the core elements of a managed IT service? Proactive MonitoringMSPs continuously monitor the client's IT infrastructure, networks, and systems to identify and address potential issues before they escalate into problems. Remote ManagementMany IT tasks, such as software updates, security patches, and system configurations, can be performed remotely by the MSP, reducing the need for on-site interventions. Technical SupportManaged IT services often include a help desk or support team that provides assistance to end-users, addressing IT-related concerns, troubleshooting issues, and offering technical guidance. Security ManagementMSPs implement and manage security measures to protect the organisation's IT assets from cyber threats. This includes antivirus software, firewalls, intrusion detection, and other security protocols. Data Backup and RecoveryManaged IT services typically include regular data backups and recovery solutions to safeguard critical information and ensure business continuity in case of data loss or system failures. ScalabilityAs businesses grow or experience changes, managed IT services can easily scale to accommodate evolving IT requirements, such as additional users, devices, or applications. Strategic IT PlanningMSPs work collaboratively with clients to develop and execute an IT strategy aligned with organisational goals, ensuring that technology supports business objectives. Cost PredictabilityManaged IT services often follow...

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### Managed Cloud

> Managed Cloud is a cloud computing service model where a third-party provider takes responsibility for the management, security, and optimisation of cloud infrastructure on behalf of the client.

- Published: 2024-01-02
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-managed-cloud/

Managed Cloud is a cloud computing service where a third-party provider takes responsibility for the management, security, and optimisation of cloud infrastructure on behalf of the client.

KNOWLEDGE BASEManaged CloudWhat is Managed Cloud? Managed Cloud is a cloud computing service where a third-party provider such as Opus, takes responsibility for the management, security, and optimisation of cloud IT infrastructure on behalf of their client. This includes overseeing infrastructure setup, continuous performance monitoring, implementing security measures, managing backups and disaster recovery, applying updates, ensuring scalability, providing technical support, and ensuring compliance with regulations. Managed Cloud services enable organisations to leverage cloud benefits without the burden of day-to-day management, this enables them to focus on core operations and strategic initiatives instead. What are the benefits of Managed Cloud services? Access Specialist Expertise and SupportManaged Cloud providers bring specialised skills and experience, offering expert guidance and support for cloud infrastructure. Benefit from Cost SavingsBy outsourcing cloud management, organisations can reduce the need for in-house IT staff and associated training, potentially leading to cost savings. Enhance overall EfficiencyProviders ensure high availability, reliability, and optimal performance of cloud resources, minimising downtime and enhancing overall system efficiency. Security and ComplianceManaged Cloud services include robust security measures, ensuring data protection and compliance with industry regulations. Providers implement and update security protocols to address evolving threats. Fully ScalableManaged Cloud services facilitate the seamless scalability of resources based on organisational needs, allowing for efficient adjustments in response to changing workloads. Enables you to Focus on Core CompetenciesOrganisations can concentrate on their core business functions and strategic initiatives, as routine cloud management tasks are handled by the service provider. Benefit from Proactive MonitoringContinuous monitoring enables early detection of issues, allowing for prompt resolution and minimising the impact...

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### Malware

> Malware is typically any software specifically designed to harm, exploit, or compromise computer systems, networks, or user devices.

- Published: 2024-01-02
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-malware/

Malware, short for malicious software, refers to any software specifically designed to harm, exploit, or compromise computer systems, networks, or user devices. 

KNOWLEDGE BASEMalwareWhat is Malware? Malware refers to any software specifically designed to harm, exploit, or compromise computer systems, networks, or user devices. Malware is created with malicious intent and is often used by cyber criminals to steal sensitive information, disrupt operations, or gain unauthorised access to systems. There are various types of malware, each serving different malicious purposes.  Some common types of malwareVirusesPrograms that attach themselves to legitimate files and replicate when the infected file is executed. WormsSelf-replicating programs that spread across networks without requiring user interaction. TrojansMalware disguised as legitimate software, tricking users into installing and executing it, often leading to unauthorised access. RansomwareMalware that encrypts files or locks users out of their systems, demanding a ransom in exchange for restoring access. SpywareSoftware designed to spy on users, collecting sensitive information such as passwords, keystrokes, or browsing habits. AdwareDisplays unwanted advertisements to users, often disrupting the user experience and sometimes leading to further malware infections. RootkitsMalicious software that provides unauthorised access to a computer while hiding its presence from users and security software. BotnetsNetworks of compromised computers, known as bots, controlled by a single entity to perform malicious activities, such as distributed denial-of-service (DDoS) attacks. Malware is typically spread through various methods, including email attachments, malicious websites, infected software downloads, and compromised networks. Protecting against malware involves using antivirus and anti-malware software, keeping systems and software up to date, exercising caution when downloading files or clicking on links, and implementing robust cyber security practices. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus'...

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### IT Strategy

> An IT strategy refers to a comprehensive plan outlining how organisations use information technology to achieve its business objectives.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-an-it-strategy/

An IT strategy is a comprehensive plan outlining how an organisation will use information technology to achieve its business objectives. 

KNOWLEDGE BASEIT StrategyWhat is IT Strategy? An IT strategy is a comprehensive plan outlining how an organisation will use information technology to achieve its business objectives. This involves aligning IT initiatives with the overall goals of the business to enhance efficiency, competitiveness, and overall performance.  A well-defined IT strategy is crucial for organisations to leverage the best suited technology to their business needs effectively, stay ahead of the competition, and embrace technological advancements. What are the key elements of an IT strategy? Business AlignmentEnsuring that IT initiatives directly support and align with the organisation's business objectives and goals. IT Roadmap CreationDevelopment of an IT roadmap that outlines the deployment and evolution of technology over a specified time period. Resource ManagementEfficiently managing IT resources, including personnel, infrastructure, and budget, to maximise value and deliver optimal performance. Security and Risk ManagementImplementing measures to secure IT systems and data, and managing risks associated with technology usage. Continuous InnovationFostering an environment of IT innovation to complement the digital transformation strategy.  Integration with IT SystemsEnsuring seamless integration of IT systems and compatibility with existing business processes. Scalability and FlexibilityDesigning IT solutions that can scale to meet growing demands and adapt to changes in the business environment. Collaboration and CommunicationEnhancing collaboration and communication through the use of IT tools and platforms. Achieve IT GovernanceEstablishing governance frameworks to guide decision-making, ensure compliance, and manage IT projects effectively. Continuous Improvement MechanismsImplementing mechanisms for ongoing evaluation, feedback, and improvement of IT processes and systems. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can...

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### IT Service Desk

> An IT service desk, also known as a help desk, serves as a centralized point of contact within an organization, providing support and assistance to end-users facing IT-related issues or service requests.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-an-it-service-desk/

An IT service desk, also known as a help desk, serves as a centralised point of contact within an organisation, providing support and assistance to end-users facing IT-related issues or service requests. 

KNOWLEDGE BASEIT Service DeskWhat is IT Service Desk? An IT service desk, also known as a help desk, serves as a centralised point of contact within an organisation, providing support and assistance to end-users facing IT-related issues or service requests. It plays a vital role in resolving technical problems, fulfilling service requests, and serving as a communication hub for users.  Key functions include incident management through ticketing systems, proactive support through monitoring, and maintaining a knowledge base for user self-help. The service desk aims to ensure efficient problem resolution, user education, and continuous improvement in IT services.  What are the levels within a Service Desk? An IT service desk typically consists of different support levels, each addressing specific aspects of technical issues and service requests.  Level 1 (First-Line Support):First point of contact for users. Handles basic issues and service requests. Provides initial troubleshooting and resolution. Documents and categorises incidents. Level 2 (Second-Line Support):Takes on more complex issues escalated from Level 1. In-depth technical knowledge and expertise. Resolves incidents that require deeper troubleshooting. Collaborates with Level 3 for advanced issues. Level 3 (Third-Line Support):Specialised experts in specific technologies or systems. Addresses the most complex and critical issues. Collaborates with other IT teams for in-depth problem resolution. Often involved in system enhancements and advanced projects. Level 4 (Development or Engineering):Highly specialised and focused on system development. Creates solutions for persistent or unique issues. Involved in designing and implementing new systems. Collaborates with other departments for long-term improvements. These levels represent a tiered approach to support, with issues progressing through the levels based on complexity and severity. The goal is to efficiently resolve problems,...

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### IT Outsourcing

> IT outsourcing refers to the practice of contracting out certain information technology functions or services to external service providers.

- Published: 2024-01-02
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-outsourcing/

IT outsourcing refers to the practice of contracting out certain information technology functions or services to external service providers.

KNOWLEDGE BASEIT OutsourcingWhat is IT Outsourcing? IT outsourcing refers to the practice of contracting out certain information technology functions or services to external service providers. Organisations opt for IT outsourcing to leverage the expertise and resources of specialised vendors rather than handling all IT tasks in-house. This strategic arrangement allows businesses to focus on their core competencies while obtaining cost-effective, efficient, and scalable IT solutions.  What are the different types of IT outsourcing? Infrastructure OutsourcingApplication OutsourcingBusiness Process Outsourcing (BPO)Benefits of IT Outsourcing1: Cost EfficiencyOutsourcing often reduces operational costs as organisations can access skilled labor and infrastructure without the need for significant investments. 2: Focus on Core CompetenciesAllows businesses to concentrate on core activities while leaving non-core functions to specialised providers. 3: Access to Global TalentEnables access to a diverse pool of skilled professionals and expertise from around the world. 4. ScalabilityOffers flexibility to scale IT resources up or down based on business requirements. IT outsourcing has become a widespread practice globally, offering organisations the flexibility to adapt to changing business needs and technological advancements. The decision to outsource IT functions is often based on the strategic goals and priorities of the organisation. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist...

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### IT Infrastructure

> IT infrastructure refers to the collection of hardware, software, networks, facilities, and other components that support the overall operation and functionality of an organisation's IT environment.

- Published: 2024-01-02
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-infrastructure/

IT infrastructure is the collection of hardware, software, networks, facilities, and other components that support the overall operation and functionality of an organisation's IT environment.

KNOWLEDGE BASEIT InfrastructureWhat is IT Infrastructure? Information Technology (IT) infrastructure refers to the collection of hardware, software, networks, facilities, and other components that support the overall operation and functionality of an organisation's IT environment. It serves as the foundation for the organisation's digital operations and facilitates the management and delivery of IT services. The IT infrastructure includes various interconnected elements that work together to enable the processing, storage, transmission, and retrieval of information within the organisation.  What are the key elements of IT infrastructure HardwarePhysical devices such as servers, computers, data storage devices, networking equipment, and peripherals that form the basic building blocks of the IT system. SoftwareApplications, operating systems, and system software that provide functionality and enable users to perform tasks on computers and other devices. Networking InfrastructureThe network components, including routers, switches, firewalls, and communication protocols, that allow different devices to connect and communicate with each other. Data StorageFacilities and technologies for storing and managing data, including servers, databases, and storage systems. Cloud ServicesInfrastructure provided by cloud service providers, offering scalable and on-demand computing resources over the internet. Data CentresFacilities that house and manage servers, networking equipment, and other IT components, often equipped with environmental controls and security measures. Telecommunications InfrastructureCommunication systems and technologies, such as telephone networks and internet connectivity, that enable data transmission. Security InfrastructureMeasures and technologies designed to protect IT assets, including firewalls, antivirus software, encryption, and access controls. Monitoring and Management ToolsSoftware tools and systems used to monitor the performance, availability, and security of IT infrastructure components. End-User DevicesPersonal computers, laptops, smartphones, and other devices used...

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### IT Governance

> IT Governance refers to the framework of policies, processes and decision-making structures that guide and ensure the effective and efficient use of information technology (IT) within an organisation.

- Published: 2024-01-02
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-governance/

IT governance refers to the framework of policies, processes, and decision-making structures that guide and ensure the effective and efficient use of information technology (IT) within an organisation.

KNOWLEDGE BASEIT GovernanceWhat is IT Governance? IT governance refers to the framework of policies, processes, and decision-making structures that guide and ensure the effective and efficient use of information technology (IT) within an organisation. It encompasses the strategies and mechanisms by which an organisation's IT resources are managed and aligned with its business goals and objectives. The primary purpose of IT governance is to provide a structured approach for making decisions about IT investments, resources, and risks to achieve business value. Key components IT governanceStrategic AlignmentEnsuring that IT activities and investments are closely aligned with the organisation's overall business strategy and goals. Risk ManagementIdentifying, assessing, and managing risks associated with IT, including cyber security risks, data breaches, and compliance issues. Resource ManagementEfficiently managing IT resources, including budgets, personnel, and technology assets, to maximise their contribution to organisational objectives. Performance MeasurementEstablishing metrics and Key Performance Indicators (KPIs) to assess and monitor the performance of IT services and initiatives. Compliance and Legal ResponsibilitiesEnsuring that IT operations and practices comply with relevant laws, regulations, and industry standards. Decision-Making StructuresDefining roles, responsibilities, and decision-making processes within the organisation's IT governance framework. Communication and TransparencyFacilitating open communication between IT and business stakeholders, ensuring transparency in decision-making and reporting. Continuous ImprovementImplementing processes for continuous improvement in IT governance practices and adapting to changes in technology and business environments. Security and Data ProtectionAddressing information security concerns and safeguarding sensitive data against unauthorised access, breaches, and cyber threats. Effective IT governance helps organisations make informed decisions about IT investments, mitigate risks, enhance operational efficiency, and align IT with broader...

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### IT Glue

> IT Glue is a cloud-based IT documentation platform designed to help managed service providers (MSPs) and IT professionals organise, centralise and streamline their IT documentation.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-glue/

IT Glue is a cloud-based IT documentation platform designed to help managed service providers (MSPs) and IT professionals organise, centralise and streamline their IT documentation.

KNOWLEDGE BASEIT GlueWhat is IT Glue? IT Glue is a cloud-based IT documentation platform designed to help managed service providers (MSPs) and IT professionals organise, centralise, and streamline their IT documentation. It is a solution that allows users to document and access critical information related to their IT environments, systems, processes, and client details. Key features of IT Glue Software include:Documentation CentralisationIT Glue provides a centralised repository for storing and organising IT documentation, making it easily accessible for IT teams. Password ManagementSecurely manage and store passwords, credentials, and other sensitive information with role-based access controls. AutomationSome automation features help streamline documentation processes and keep information up-to-date. IntegrationsIntegration capabilities with various IT tools and platforms, allowing for a more comprehensive view of the IT environment. VersioningKeep track of changes made to documentation over time, maintaining a history of revisions. Client Relationship Management (CRM)Some functionalities related to managing client information and interactions. It's important to note that product features and capabilities may evolve, so it's recommended to check the official IT Glue website or contact the provider for the latest and most accurate information about the platform's offerings. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not...

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### IT Consultancy

> IT consultancy refers to the professional service provided by experts in the field of information technology.

- Published: 2024-01-02
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-it-consultancy/

IT consultancy refers to the professional service provided by experts in the field of information technology to assist organisations in leveraging technology to achieve their business objectives.  

KNOWLEDGE BASEIT ConsultancyWhat is IT Consultancy? IT consultancy provides organisations in leveraging technology to achieve their business objectives.   It is sought by organisations of all sizes to gain expert insights into their IT landscape, improve efficiency, and implement the best technology to enable their business to achieve optimal performance. IT consultants bring a wealth of knowledge and experience to address specific challenges, implement best practices, and drive innovation in the ever-evolving field of information technology. Key aspects of IT Consultancy Strategic PlanningAligning IT strategies with overall business goals by analysing the current technology landscape and developing plans for improvement. Technology AssessmentEvaluating existing IT infrastructure, systems, and processes to identify strengths, weaknesses, and areas for optimisation. Solution DesignDesigning and proposing solutions that involve implementing new technologies, upgrading existing systems, or optimising processes. Implementation and IntegrationOverseeing the implementation of recommended solutions and ensuring seamless integration into the existing infrastructure. Security & ComplianceAddressing cyber security concerns and ensuring IT practices align with industry regulations and compliance standards. Project ManagementManaging complex IT initiatives, overseeing planning, execution, and monitoring to ensure projects are delivered on time and within budget. Training & Change ManagementProviding training on new technologies and processes, and assisting with change management strategies for a smooth transition. Cost OptimisationAnalysing IT budgets and expenditures to optimise costs while maintaining or improving performance, evaluating the total cost of ownership for technology investments. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top...

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### Infrastructure as a Service

> Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualised computing resources over the internet.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-infrastructure-as-a-service/

Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualised computing resources over the internet.

KNOWLEDGE BASEInfrastructure as a Service (IaaS)What is Infrastructure as a Service? Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualised computing resources over the internet. In an IaaS environment, users can rent or lease virtualised hardware resources, such as virtual machines, storage, and networking components, rather than investing in and maintaining physical infrastructure. Key features of IaaSVirtualisationIaaS relies on virtualisation technologies to create virtual instances of computing resources. Virtual machines (VMs) are a common example, allowing users to run multiple operating systems on a single physical server. ScalabilityUsers can scale their infrastructure up or down based on their requirements. This flexibility enables organisations to adapt quickly to changing workloads and demands. Self-ServiceIaaS platforms typically offer self-service interfaces or APIs that allow users to provision and manage resources independently. This reduces the need for manual intervention and speeds up the deployment process. Pay-as-You-Go PricingIaaS providers often follow a pay-as-you-go or a subscription-based pricing model. Users pay for the resources they consume, providing cost efficiency and eliminating the need for large upfront investments. Network ConnectivityIaaS solutions include networking capabilities, allowing users to configure and manage network components, such as firewalls, load balancers, and virtual private networks (VPNs). Storage OptionsIaaS platforms offer various storage options, including block storage and object storage, to meet diverse storage needs. Users can store and retrieve data as required. Managed ServicesWhile IaaS provides the foundational infrastructure, users are responsible for managing the operating systems, applications, and higher-level components. Some IaaS providers offer additional managed services to simplify certain tasks. Examples of well-known IaaS...

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### Hybrid Backup

> Hybrid backup refers to a data backup strategy that combines elements of both local (on-premises) and cloud-based backup solutions.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-hybrid-backup/

Hybrid backup refers to a data backup strategy that combines elements of both local (on-premises) and cloud-based backup solutions.

KNOWLEDGE BASEHybrid BackupWhat is Hybrid Backup? Hybrid backup refers to a data backup strategy that combines elements of both local (on-premises) and cloud-based backup solutions. This approach aims to provide a balanced and flexible backup solution that takes advantage of the benefits offered by both on-premises infrastructure and cloud services. In a hybrid backup setup, critical data is backed up to both local storage devices and remote cloud servers, creating redundant copies for added security and accessibility. Key features of Hybrid Backup Local Backup  Organisations maintain a local backup infrastructure on their premises, typically using servers, network-attached storage (NAS), or other storage devices. Local backups offer fast data recovery times and are suitable for quickly restoring data in the event of hardware failures or other local issues. Cloud Backup  In addition to local backups, a copy of the data is securely stored in the cloud. Cloud-based backup services offer scalability, off-site storage, and the ability to access data from anywhere with an internet connection. Cloud backups act as a safeguard against on-site disasters, such as fires, floods, or theft. Redundancy Hybrid backup provides redundancy by having multiple copies of data stored in different locations. This helps protect against data loss due to hardware failures, accidental deletions, or other unforeseen incidents. Scalability Cloud-based backup solutions often offer scalable storage options, allowing organisations to adapt to changing data storage needs without the need for significant on-premises infrastructure investments. Cost Efficiency Hybrid backup allows organizations to optimize costs by leveraging local storage for frequently...

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### Firmware

> Firmware is a software that is embedded in electronic devices to control and manage the device's specific hardware.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-firmware/

Firmware is a software that is embedded in electronic devices to control and manage the device's specific hardware.

KNOWLEDGE BASEFirmwareWhat is Firmware? Firmware is a type of software that is embedded in electronic devices to control and manage the device's specific hardware. It serves as the intermediary between the hardware and higher-level software, providing the necessary instructions for the device to function properly. Unlike traditional software, firmware is typically stored in non-volatile memory, such as ROM (Read-Only Memory) or flash memory, which retains the instructions even when the device is powered off. What are the key features of firmwareDevice ControlFirmware is responsible for controlling the hardware components and functions of a device. This can include managing input and output operations, controlling peripheral devices, and handling communication between different hardware elements. InitialisationDuring the startup process of a device, firmware initialises and configures the hardware components to ensure they are in a known and functional state. This initialisation process is crucial for the proper operation of the device. Embedded NatureFirmware is typically specific to the hardware it is designed for and is closely tied to the device's architecture. It is "embedded" in the device, meaning it is stored on a chip or memory within the device itself. UpdatesManufacturers can release firmware updates to enhance device functionality, fix bugs, improve security, or add new features. Users can apply these updates to keep their devices up-to-date and optimise performance. Low-Level OperationsFirmware operates at a lower level than regular software applications. It interacts directly with the hardware, translating higher-level commands from software into instructions that the hardware can execute. Examples of devices that commonly use firmware include smartphones, routers, printers,...

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### Firewalls

> A firewall is a network security system designed to monitor, control, and manage incoming and outgoing network traffic based on predetermined security rules.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-firewall/

A firewall is a network security system designed to monitor, control, and manage incoming and outgoing network traffic based on predetermined security rules. 

KNOWLEDGE BASEFirewallsWhat is a Firewall? A firewall is a network security system designed to monitor, control, and manage incoming and outgoing network traffic based on predetermined security rules. It acts as a barrier between a trusted internal network and untrusted external networks, such as the internet, to prevent unauthorised access, cyberattacks, or the spread of malicious software. Firewalls can be implemented in both hardware and software forms and play a crucial role in safeguarding computer systems and networks from potential threats. Firewalls offer several benefits for businessAccess ControlFirewalls regulate and control access to a network, allowing only authorised users and data to enter or leave the network. This helps prevent unauthorised access and potential security breaches. Network SecurityBy monitoring and filtering incoming and outgoing traffic, firewalls act as a barrier against various cyber threats, including viruses, malware, and other malicious activities. They play a vital role in safeguarding sensitive data. Prevention of Unauthorised AccessFirewalls prevent unauthorised users or external entities from gaining access to internal networks and resources. This helps protect confidential information and ensures that only legitimate users have access to network resources. Traffic Monitoring and LoggingFirewalls provide visibility into network traffic by monitoring and logging activities. This enables administrators to analyse network behaviour, identify potential security issues, and take appropriate measures to enhance overall security. Protection Against Cyber AttacksFirewalls are effective in defending against common cyber attacks, such as Distributed Denial of Service (DDoS) attacks, by filtering and blocking malicious traffic before it reaches the network infrastructure. Policy EnforcementFirewalls allow organisations to implement and enforce...

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### Exclaimer

> Exclaimer ensures compliant Exchange signatures across various devices. It seamlessly incorporates signatures into all emails processed through Exchange, regardless of the email client or the device used.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-exclaimer-emails-signature-software/

Exclaimer manages Exchange signatures across various devices. It seamlessly incorporates signatures into all emails processed through Exchange, regardless of the email client or the device used.

KNOWLEDGE BASEExclaimerWhat is Exclaimer Email Software? Exclaimer Email Software ensures compliant Exchange signatures across various devices. It seamlessly incorporates signatures into all emails processed through Exchange, regardless of the email client or the device used. What are the benefits of Exclaimer Email Signatures? Use the drag-and-drop editor to craft email signatures seamlessly. Establish rules for signature application, catering to roles, departments, and locations on a company-wide or individual basis. Enhance promotional messages using banners and incorporate social icons to boost engagement. Incorporate functional elements, such as one-click surveys and essential disclaimers. Efficiently manage email signatures centrally from a single location. Monitor and measure success through an analytics dashboard.   Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security consultancy. Our specialist IT services include but are not limited to:Azure Virtual DesktopBusiness Continuity PlanningDisaster Recovery PlanningCyber EssentialsEdge SecurityHybrid BackupIT ConsultancyOutsourced ITTwo Factor AuthenticationBack to our IT Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your IT requirement? Get in touch

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### Ethernet

> Ethernet is a widely used technology for connecting computers, servers, routers, switches, and other network devices within a local area network (LAN) or, more broadly, in a larger network infrastructure.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-ethernet/

Ethernet is a technology used for connecting computers, servers, routers, switches, and other network devices within a local area network (LAN) in a larger network infrastructure. 

KNOWLEDGE BASEEthernetWhat is Ethernet? Ethernet is a widely used technology for connecting computers, servers, routers, switches, and other network devices within a local area network (LAN) or, more broadly, in a larger network infrastructure. It defines a set of standards for the physical and data link layers of the OSI network model, enabling devices to communicate over a shared or dedicated network medium. Key features of Ethernet Physical Connectivity Ethernet can operate over various physical mediums, including twisted-pair copper cables, fibre optic cables, and wireless connections. The most common form is Ethernet over twisted-pair cables. Data Link Layer Protocol Ethernet uses a protocol at the data link layer, with the most prevalent version being the Ethernet II frame format. This frame format includes source and destination MAC (Media Access Control) addresses, type information, and payload data. CSMA/CD (Carrier Sense Multiple Access with Collision Detection) In the past, Ethernet networks used CSMA/CD as a protocol to manage access to the shared communication medium (e. g. , a coaxial cable). However, with the widespread use of switched Ethernet, CSMA/CD is no longer commonly used. Switched Ethernet In modern Ethernet networks, especially in LANs, the traditional shared medium has been largely replaced by switched Ethernet. Switches allow devices to communicate more efficiently by creating dedicated communication paths between devices, eliminating collisions and increasing network performance. Data Transmission Speeds Ethernet supports various data transmission speeds, such as 10 Mbps (Ethernet), 100 Mbps (Fast Ethernet), 1 Gbps (Gigabit Ethernet), 10 Gbps, 25 Gbps, 40 Gbps, and 100 Gbps,...

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### Enterprise Mobility Management (EMM)

> Enterprise Mobility Management (EMM) is a set of technologies, processes, and policies designed to manage and secure mobile devices, networks, and apps within a business.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-enterprise-mobility-management/

Enterprise Mobility Management (EMM) is the set of technologies, processes, and policies designed to manage and secure mobile devices, networks, and applications within a business.

KNOWLEDGE BASEEnterprise Mobility Management (EMM)What is Enterprise Mobility Management? Enterprise Mobility Management (EMM) refers to the set of technologies, processes, and policies designed to manage and secure mobile devices, networks, and applications within an organisation. The primary goal of EMM is to enable employees to use mobile devices for work while ensuring the security and integrity of corporate data. Enterprise Mobility Management is particularly crucial in today's workplace, where the use of mobile devices is widespread, and remote workforces are common. It helps organisations balance the benefits of mobile productivity with the need for robust security and compliance measures. What can Enterprise Mobility Management include? Mobile Device Management (MDM)MDM focuses on managing and securing mobile devices such as smartphones, tablets, and laptops. It includes tasks like device provisioning, configuration, monitoring, and remote wipe capabilities in case a device is lost or stolen. Mobile Application Management (MAM)MAM involves controlling and securing access to mobile applications. It includes features like app distribution, updates, and the enforcement of security policies for individual apps to protect corporate data. Mobile Content Management (MCM)MCM is concerned with securing and managing access to corporate data stored on mobile devices. It includes features like document sharing, synchronisation, and encryption to protect sensitive information. Identity and Access Management (IAM)IAM ensures that only authorised individuals have access to corporate resources and data. It involves authentication methods, single sign-on, and access controls to protect against unauthorised access. Security ManagementEMM incorporates various security measures such as encryption, secure connectivity (VPN), and threat detection to safeguard mobile devices and data from...

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### Endpoint Protection

> Endpoint protection involves safeguarding devices such as workstations, servers, and other susceptible devices equipped with a security client from potential malicious threats and cyberattacks.

- Published: 2024-01-02
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-endpoint-protection/

Endpoint protection involves safeguarding devices equipped with a security client from potential malicious threats and cyberattacks.

KNOWLEDGE BASEEndpoint ProtectionWhat is Endpoint Protection? Endpoint protection is a comprehensive approach to safeguarding computer networks by securing individual devices (endpoints) from potential cybersecurity threats, malware, and unauthorised access. This strategy aims to ensure the security and integrity of each device connected to a network, including desktops, laptops, servers, and mobile devices. Endpoint protection typically involves the use of security solutions, such as antivirus software, firewalls, and other tools, to detect, prevent, and respond to potential security breaches on individual devices within a network. Why is Endpoint Protection Important? Defence Against Cyber ThreatsEndpoint devices are common targets for cyber threats, including malware, ransomware, and phishing attacks. Effective endpoint protection helps detect and block these threats, preventing them from compromising sensitive data or disrupting operations. Data SecurityEndpoints often store and access sensitive data. A breach on a single device can lead to unauthorised access to critical information. Endpoint protection safeguards data on individual devices, reducing the risk of data breaches. Network SecurityEndpoints serve as entry points to a network. If compromised, they can be used to launch attacks on the broader network. Endpoint protection helps contain and neutralise threats before they can spread across the network. Protection Against Malicious ActivitiesEndpoint protection tools monitor for unusual activities on devices, helping identify and mitigate potential security incidents. This includes activities that may indicate an ongoing cyber attack or unauthorised access. Compliance RequirementsMany industries and regulatory frameworks require organisations to implement security measures, including endpoint protection, to comply with data protection and privacy standards. Failure to comply can result in legal...

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### Email Security

> Email security involves implementing measures to safeguard email communication systems from cyber threats and unauthorised access.

- Published: 2024-01-01
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-email-security/

Email security involves implementing measures to safeguard email communication systems from cyber threats and unauthorised access. 

KNOWLEDGE BASEEmail SecurityWhat is Email Security? Email security involves implementing measures to safeguard email communication systems from cyber threats and unauthorised access. It encompasses practices such as encryption, authentication, and anti-phishing measures to protect against risks like phishing attacks, malware, and spam. Regular updates are essential to patch vulnerabilities, making email security a crucial aspect of an organisation's broader cyber security efforts. What are the Key Elements of Email Security? EncryptionEncrypting emails ensures that the content is only accessible to authorised recipients, preventing eavesdropping and unauthorised access. AuthenticationImplementing strong authentication methods, such as DKIM (DomainKeys Identified Mail) and SPF (Sender Policy Framework), helps verify the legitimacy of the sender, reducing the risk of phishing. Anti-Phishing MeasuresDeploying filters and technologies to identify and block email phishing attempts, which involve fraudulent emails seeking to deceive recipients into revealing sensitive information. Anti-Malware ProtectionUtilising software and tools that scan email attachments and links for malware, preventing the spread of malicious software. Spam FilteringEmploying spam filters to automatically detect and filter out unwanted and potentially harmful spam emails. Access ControlsImplementing access controls to restrict unauthorised access to email accounts, reducing the risk of compromised accounts being used for malicious purposes. Employee TrainingEducating users about email security best practices, including recognising phishing attempts, avoiding suspicious links, and using secure passwords, plus password management. Regular UpdatesEnsuring that email systems and security software are regularly updated to patch vulnerabilities and protect against evolving threats to ensure your organisation remains fully protected. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants...

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### Edge Security

> Edge security is focused on protecting the entry and exit points of a network, where data traffic enters or leaves an organisation.

- Published: 2024-01-01
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-edge-security/

Edge security is focused on protecting the entry and exit points of a network, where data traffic enters or leaves an organisation.

KNOWLEDGE BASEEdge SecurityWhat is Edge Security? Edge security is a targeted approach to safeguarding the entry and exit points of a network, specifically where data traffic traverses the boundary between an organisation's internal network and external networks like the internet. It revolves around the implementation of security measures strategically positioned at the network edge. The network edge forms the boundary between the internal infrastructure and external networks, and becomes the focal point for deploying crucial security mechanisms. Edge security is a proactive strategy that involves measures such as firewalls, intrusion detection, and prevention systems, designed to monitor, filter, and regulate incoming and outgoing traffic. This comprehensive approach ensures that only authorised users and devices gain access, creating a robust defence against cyber threats. What are the key elements of Edge Security? Perimeter DefenceEdge security involves deploying firewalls, intrusion detection and prevention systems, and other security mechanisms at the network perimeter. These tools monitor and filter incoming and outgoing traffic to prevent unauthorised access, attacks, or data breaches. Access ControlControlling access to the network is critical for security. Edge security solutions often include access control measures, such as secure authentication methods, to ensure that only authorised users and devices can access the network. Content FilteringEdge security may involve content filtering to block malicious content, websites, or harmful applications. This helps prevent users within the network from accessing potentially dangerous or inappropriate content. DDoS ProtectionDistributed Denial of Service (DDoS) attacks can overwhelm a network with traffic, causing disruptions. Edge security solutions often include DDoS protection mechanisms to mitigate the...

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### Dynamics 365

> Microsoft Dynamics 365 is a suite of intelligent business applications, integrating Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) to optimise overall business operations through AI-driven insights.

- Published: 2024-01-01
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-dynamics-365/

Microsoft Dynamics 365 is a suite of intelligent business applications, integrating Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP).

KNOWLEDGE BASEMicrosoft Dynamics 365What is Microsoft Dynamics 365? Microsoft Dynamics 365 is a suite of intelligent business applications, integrating Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) to optimise overall business operations through AI-driven insights. Seamless integration consolidates business and customer data, fostering collaboration across functions and enabling a proactive approach to achieving business goals. What are the business benefits of Microsoft Dynamics 365? Microsoft Dynamics 365 offers several business benefits that deliver enhanced and optimised business operations. A Complete and Unified PlatformDynamics 365 integrates CRM and ERP functionalities, providing a unified platform for managing various aspects of business operations. This integration facilitates seamless data flow and collaboration across different business functions. Driven by AI InsightsThe entire Dynamics 365 application suite leverages artificial intelligence (AI) to provide predictive and actionable insights. AI-driven analytics enable organisations to make informed decisions, identify trends, and anticipate customer needs. Streamlined Business ProcessesDynamics 365 helps organisations streamline and automate their business processes. This leads to increased efficiency, reduced manual work, and improved overall productivity. Enhanced Customer EngagementWith CRM capabilities, Dynamics 365 focuses on improving customer engagement. It enables organizations to build stronger relationships with customers by providing a 360-degree view of customer interactions and preferences. Fully Scalable Alongside your BusinessThe platform is scalable, allowing organisations to adapt and grow. Whether a small business or a large enterprise, Dynamics 365 can accommodate changing business needs and scale accordingly. Flexibility and CustomisationDynamics 365 is highly customizable, allowing organizations to tailor the system to meet their specific requirements. This flexibility ensures that businesses can adapt the...

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### Defender

> Microsoft Defender is a comprehensive antivirus and anti-malware software designed to provide real-time protection against various threats such as viruses, malware, spyware, and other malicious software.

- Published: 2024-01-01
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-defender/

Microsoft Defender is a comprehensive antivirus and anti-malware software designed to provide real-time protection against various threats.

KNOWLEDGE BASEMicrosoft DefenderWhat is Microsoft Defender? Microsoft Defender, formerly known as Windows Defender, is a comprehensive antivirus and anti-malware software designed to provide real-time protection against various threats such as viruses, malware, spyware, and other malicious software. As a built-in security solution for Windows, Microsoft Defender is designed to offer a baseline level of protection. Users also have the flexibility to complement it with additional security measures, depending on their specific needs and preferences. What are the key benefits of Microsoft Defender? Real-time ProtectionMicrosoft Defender continuously monitors the system, files, and applications in real-time to detect and block potential threats. Virus and Malware ScanningIt performs regular scans of the system to identify and remove viruses, malware, and other malicious software. Firewall and Network ProtectionMicrosoft Defender includes a built-in firewall to monitor network traffic and help prevent unauthorised access to the system. Browser SecurityIt integrates with web browsers to provide protection against phishing attempts, malicious websites, and other online threats. Automatic UpdatesMicrosoft Defender receives regular updates to its virus definitions and threat database, ensuring that it is equipped to handle the latest known threats. Security DashboardUsers can access a security dashboard to view the status of their device's security and take necessary actions. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic...

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### Dark Web Monitoring

> Dark Web Monitoring proactively searches and closely monitors information circulating on the dark web. This involves identifying compromised or leaked data, including stolen passwords, credentials, IP, and other highly sensitive information.

- Published: 2024-01-01
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-dark-web-monitoring/

Dark Web Monitoring proactively searches information circulating on the dark web. This involves identifying compromised or leaked data and other highly sensitive information.

KNOWLEDGE BASEDark Web MonitoringWhat is Dark Web Monitoring? Dark Web Monitoring proactively searches and closely monitors information circulating on the dark web. This involves identifying compromised or leaked data, including stolen passwords, credentials, intellectual property, and other highly sensitive information frequently traded and sold by cybercriminals. Why is Dark Web Monitoring important? It is important for businesses to use a tool to detect such information on the dark web, mitigating the risk of compromised data and exposing potential vulnerabilities. This proactive approach aims to strengthen the cyber security of our clients businesses. What does Dark Web Monitoring detect? Our dark web monitoring service provides essential visibility into compromised employee login credentials that may be circulating on the dark web and accessible to malicious actors. Through regular scanning, which encompasses domain monitoring, breach alerts, and detailed monthly reports, we identify specific business credentials available on the dark web. For example, we might discover that Sam Brown's LinkedIn login details are present on the dark web, potentially sharing similarities with his company email address and a commonly used password, which could also apply to his Office 365 login. Our comprehensive dark web monitoring tool ensures that organisations are well-informed, adequately protected, and one step ahead in the ever-evolving landscape of cybersecurity threats. See our related page for more information about Dark Web Monitoring. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners...

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### Cyber Security Audit

> A cyber security audit systematically reviews an organisation's information systems, processes and policies to assess cybersecurity measures. The goal is to identify vulnerabilities, assess compliance with security standards and ensure that protective measures are in place.

- Published: 2024-01-01
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-cyber-security-audit/

A cyber security audit systematically reviews an organisation's information systems, processes and policies to assess cybersecurity measures. 

KNOWLEDGE BASECyber Security AuditWhat is Cyber Security Audit? A cybersecurity audit is a systematic examination of an organisation's information systems, processes, and policies to assess the cyber security measures. The goal of a cyber security audit is to identify vulnerabilities, assess compliance with security standards, and ensure that protective measures are in place to safeguard against cyber threats. What is audited in a typical cyber security audit? Network Security MeasuresExamination of the organisation's network infrastructure to identify and address vulnerabilities. This typically includes assessing firewalls, intrusion detection/prevention systems, and any other network security controls. Endpoint Security MeasuresEvaluation of the security measures on individual devices such as computers, laptops, and mobile devices. This includes antivirus software, endpoint protection, and secure configuration settings. Access Control MeasuresReview of user access privileges to ensure that only authorised individuals have access to sensitive systems and data. This involves examining user account management, password policies, and access logs. Data Protection MeasuresAssessment of measures in place to protect sensitive data, both in transit and at rest. This includes encryption protocols, data backup processes, and data storage security. Incident Response PlansEvaluation of the organisation's readiness and capabilities to respond to cybersecurity incidents. This involves reviewing Disaster Recovery Plans, Business Continuity measures and communication strategies, and the most importantly, the effectiveness of response procedures. Security Policies and ProceduresExamination of the organisation's cybersecurity policies and procedures to ensure they are comprehensive, up-to-date, and aligned with industry best practices and regulatory requirements. Levels of ComplianceAssessment of the organisation's adherence to relevant cybersecurity standards and regulations. This may include industry-specific compliance...

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### Cyber Security

> Cyber security is the practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks.

- Published: 2024-01-01
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-security/

Cyber security is the practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks. 

KNOWLEDGE BASECyber SecurityWhat is Cyber Security? Cyber Security is a strategic business approach that involves safeguarding computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks. It's also referred to as information technology security or electronic information security and is applicable in various contexts, including business and mobile computing. What are the different types of Cyber Security? Network SecurityThis practice secures computer networks from intruders, whether they are targeted attackers or opportunistic malware or ransomware attacks. Application SecurityFocuses on keeping software and devices free from threats. Ensuring security starts in the design phase before deploying a program or device to prevent compromising data. Information SecurityProtects the integrity and privacy of data, both during storage and transmission. Operational SecurityEncompasses processes and decisions for handling and safeguarding data assets. This includes user permissions for network access and procedures governing data storage and sharing. Disaster Recovery and Business ContinuityDefine how an organisation responds to a cyber security incident or any event causing operational or data loss. Disaster recovery plans guide the restoration of operations, while business continuity plans help the organisation operate without certain resources. End-User EducationEducating users on practices such as avoiding suspicious email attachments and refraining from plugging unidentified USB drives is crucial for organisational security. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who...

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### Cyber Essentials Plus

> Cyber Essentials Plus involves a two-step process: initiating the online assessment and undergoing a subsequent technical systems audit by an accredited assessor.

- Published: 2024-01-01
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-essentials-plus/

Cyber Essentials Plus involves a two-step process: initiating the online assessment and undergoing a subsequent technical systems audit by an accredited assessor.

KNOWLEDGE BASECyber Essentials PlusWhat is Cyber Essentials Plus? Cyber Essentials Plus involves a two-step process: initiating the online assessment and undergoing a subsequent technical audit of the systems by an accredited assessor. This encompasses a diverse set of user devices, all internet gateways, and all servers offering services to unauthenticated internet users. During the audit, an assessor will systematically test an appropriate random sample of these systems, typically around 10 percent, and determine if further testing is warranted. How can you achieve the Cyber Essentials Plus Certification? Businesses complete the Cyber Essentials Plus audit within three months of obtaining the Cyber Essentials basic certification. You have to have achieved the basic certification first. The Cyber Essentials Plus assessor that conducts the audit will need to conduct on-site visits to your head office and a representative selection of other offices to carry out the requisite test framework. The costs associated with a Cyber Essentials Plus certification audit is dependent upon the size and intricacy of your organisations network and what you need to do internally before the audit to adhere to the framework. Read more about both the Cyber Essentials and Cyber Essentials Plus certification here.   Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT...

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### Cyber Essentials

> Cyber Essentials is a robust, government-endorsed initiative designed to safeguard businesses of all sizes from a diverse range of common cyber threats.

- Published: 2024-01-01
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cyber-essential/

Cyber Essentials is a robust, government-endorsed initiative designed to safeguard businesses of all sizes from a diverse range of common cyber threats.

KNOWLEDGE BASECyber EssentialsWhat is Cyber Essentials? Cyber Essentials is a robust, UK government-endorsed certification designed to safeguard businesses of all sizes from a diverse range of common cyber threats. It is a requirement to have obtained Cyber Essentials for many UK Government contracts and many businesses are opting to be certified in both Cyber Essentials and ISO 27001 (Information Security Management). The two types of Cyber Essentials CertificationCyber EssentialsThe self-assessment option furnishes protection against prevalent cyber threats. Shielding against basic attacks is crucial, as susceptibility to such intrusions can attract more sophisticated attention from cyber criminals. Certification provides confidence that your defences can repel the majority of common cyber attacks, as these threats typically target entities lacking the technical controls outlined in Cyber Essentials. Cyber Essentials PlusWhile retaining the straightforward approach characteristic of Cyber Essentials, Cyber Essentials Plus entails a hands-on technical verification process. The prescribed protective measures remain the same, but this certification involves a practical validation. Alternatively, individuals can acquaint themselves with cybersecurity terminology, acquiring sufficient knowledge to commence securing their IT infrastructure. What are the benefits of the Cyber Essentials certification?  Certified CybersecurityDemonstrate your commitment to securing your IT environment against cyber threats. Customer ReassuranceInstil confidence in customers by showcasing your dedication to cybersecurity. Clear Cybersecurity InsightGain a comprehensive understanding of your organisation's cybersecurity standing. UK Government Contracts/BidsCertain government contracts necessitate Cyber Essentials certification, especially those involving sensitive information or specific technical products and services. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus...

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### Cloud Migration

> Cloud computing is a technology paradigm that provides computing services over the internet, eliminating the need for physical hardware ownership. The benefits of cloud computing are substantial.

- Published: 2024-01-01
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-migration/

Cloud migration is the process of transferring digital assets, including data, applications, and IT processes, from on-premises infrastructure  to a cloud computing environment. 

KNOWLEDGE BASECloud MigrationWhat is Cloud Migration? Cloud migration is the process of transferring an organisation's digital assets, including data, applications, and IT processes, from on-premises infrastructure to a cloud computing environment. This transition enables businesses to leverage the benefits of cloud services, such as scalability, flexibility, and cost efficiency, while potentially enhancing overall performance and innovation. Cloud migration involves careful planning, assessing compatibility, and implementing strategies to ensure a smooth and successful transition to the cloud and once complete offers several business benefits. What are the benefits of migrating to the cloud? ScalabilityCloud platforms allow organisations to easily scale resources to meet changing demands, ensuring optimal performance and cost efficiency. Cost SavingsMigrating to the cloud eliminates the need for upfront hardware investments and reduces ongoing maintenance costs, as businesses only pay for the resources they use. FlexibilityCloud environments provide the flexibility to adapt quickly to evolving business needs, enabling experimentation with new technologies without significant upfront investments. AccessibilityCloud services facilitate remote access to data and applications, supporting flexible work arrangements and improving collaboration among teams. ReliabilityLeading cloud providers offer high levels of reliability and availability, often surpassing what on-premises solutions can achieve. SecurityCloud providers invest heavily in security measures, including encryption, access controls, and regular updates, enhancing overall security compared to traditional solutions. Automatic UpdatesCloud platforms handle software updates and maintenance, reducing the burden on internal IT teams and ensuring systems run on the latest versions. Disaster RecoveryCloud services typically include robust backup and disaster recovery solutions, providing reliable data protection and recovery mechanisms. Environmental ImpactCloud computing allows for resource optimisation,...

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### Cloud Computing

> Cloud computing is a technology paradigm that provides computing services over the internet.

- Published: 2023-12-31
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-computing/

Cloud computing provides computing services over the internet, eliminating the need for physical hardware ownership. The benefits of cloud computing are substantial.

KNOWLEDGE BASECloud ComputingWhat is Cloud Computing? Cloud computing is a technology paradigm that involves delivering computing services including servers, storage, databases, networking, software, analytics, and intelligence over the Internet (known as the cloud) which provides innovation, flexible resources, and economies of scale. Cloud computing eliminates the need for organisations to own and maintain physical hardware and infrastructure, allowing them to access and use computing resources on a pay-as-you-go basis. Cloud computing not only transforms the traditional IT landscape but also offers a range of benefits, making it an integral part of modern business operations. The business benefits of cloud computingCost SavingsCloud services operate on a pay-as-you-go model, reducing upfront infrastructure costs. This flexibility allows businesses to optimise their spending based on actual usage. ScalabilityCloud resources can be easily scaled up or down to meet changing demands. This scalability ensures that businesses have the necessary computing power and storage capacity as their requirements evolve. AccessibilityUsers can access cloud services from anywhere with an internet connection. This accessibility promotes remote work, collaboration, and seamless integration across various devices. Automatic UpdatesCloud service providers handle software updates and maintenance, ensuring that applications and systems are running on the latest versions. This frees up IT teams from routine tasks. ReliabilityCloud providers typically operate multiple data centres across different locations. This redundancy ensures high availability and reliability, minimising the risk of downtime. Security MeasuresCloud services provide advanced security measures, including data encryption, identity management, and compliance certifications to enhance overall data security and privacy. Efficient CollaborationCloud-based tools facilitate real-time collaboration among users, regardless of their...

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### Cloud Backup

> Cloud backup refers to the practice of securely storing copies of important data and files in an offsite server or data centre hosted by a third-party service provider.

- Published: 2023-12-29
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cloud-backup/

Cloud backup refers to the practice of securely storing copies of important data and files in an offsite server or data centre hosted by a third-party service provider.

KNOWLEDGE BASECloud BackupWhat is Cloud Backup? Cloud backup securely stores data in offsite servers provided by third-party services. This practice ensures data accessibility and recovery in case of loss, deletion, or hardware failure. It offers a reliable solution, reducing the need for on-premises infrastructure and providing peace of mind for data protection. What are the benefits of cloud backup? Cloud backup is a data management solution that offers various advantages for individuals and businesses. It provides remote accessibility to data, enabling easy recovery in case of accidents or disasters. By storing data offsite, it ensures protection against on-premises disasters. Automated backups streamline the process, offering scalability to accommodate changing data needs. Cloud backup supports remote data access, making it ideal for modern work practices.  The implementation of robust security measures, including encryption, enhances data protection.  Versioning allows users to restore files to specific points in time, while the cost-efficiency of cloud backup reduces infrastructure and maintenance expenses.  The reliability of redundant infrastructure and data centres ensures data availability, providing users with peace of mind regarding data protection. In essence, cloud backup optimises data management, offering a secure, flexible, and cost-effective solution for safeguarding valuable information. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and...

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### Cisco Meraki Networking

> Cisco Meraki is a cloud-managed networking platform that includes wireless access points, security appliances, cloud-managed switches, SD-WAN solutions, endpoint management, security cameras, and location analytics.

- Published: 2023-12-29
- Modified: 2024-12-30
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-cisco-meraki-networking/

Cisco Meraki is a cloud networking platform that includes wireless access points, cloud-managed switches, SD-WAN solutions, endpoint management,  and location analytics. 

KNOWLEDGE BASECisco Meraki NetworkingWhat is Cisco Meraki Networking? Cisco Meraki is a cloud networking platform that includes wireless access points, cloud-managed switches, SD-WAN solutions, endpoint management, and location analytics.  The centralised dashboard enables easy configuration and monitoring of network infrastructure, fostering scalability and visibility. The company emphasises simplicity, scalability, visibility, security, and remote management as core benefits of its services. Overall, Cisco Meraki offers a modern and integrated approach to network management for businesses and organisations. The core benefits of Cisco Meraki NetworkingUnified Management via a central dashboardCisco Meraki provides a centralised dashboard for configuring and updating thousands of devices and network components, ensuring consistent protection across locations. Seamless, Fast DeploymentThe platform is user-friendly, allowing quick implementation without an extended learning curve. Easy to ManageCisco Meraki offers efficient network management for teams with limited time and resources. Virtually Unlimited ResourceBeing cloud-based, Cisco Meraki facilitates rapid and hassle-free scalability, providing virtually unlimited resources. Adapted for Hybrid and Mobile WorkThe platform supports the management of the entire network, including remote locations, fostering secure device management regardless of physical locations. Robust SecurityCisco Meraki ensures strong connectivity and security, complying with major standards and regulations. Regular updates and security audits contribute to maintaining top-notch security. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in...

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### Business Continuity Plan (BCP)

> Business continuity planning refers to an organisation's capability to maintain critical functions, operations, and services during and after disruptions or emergencies. It involves strategic planning to ensure a swift and effective response to unforeseen events.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-a-business-continuity-plan/

Business Continuity Planning (BCP) refers to an organisation's capability to maintain critical functions, operations, and services during and after disruptions or emergencies. 

KNOWLEDGE BASEBusiness Continuity Plan (BCP)What is a Business Continuity Plan? Business Continuity Planning (BCP) refers to an organisation's capability to maintain critical functions, operations, and services during and after disruptions or emergencies. It involves strategic planning to ensure a swift and effective response to unforeseen events, safeguarding a businesses ability to operate and recover. The importance of Business Continuity Planning 1. Risk MitigationBusiness continuity plans help identify potential risks and vulnerabilities, allowing businesses to implement measures to mitigate the impact of disruptions, whether caused by natural disasters, cyber attacks, or other unforeseen events. 2. Helps Businesses to Maintain OperationsThe primary goal is to ensure that essential functions and operations continue, minimising downtime and reducing the negative impact on productivity and revenue during disruptions. 3. Ensures Reputation is ProtectedSwift and effective response to disruptions enhances an organisation's reputation. Stakeholders gain confidence when they see a business can navigate challenges and maintain its commitments. Business Continuity Planning Benefits Helps to achieve Legal and Regulatory ComplianceIn some industries, having a business continuity plan is a legal or regulatory requirement, ensuring compliance and demonstrating commitment to responsible business practices. Helps you to manage resources in the event of a crisisEfficient resource allocation during a crisis is achieved by identifying critical functions and resources in the plan, ensuring they receive priority attention and support. Manages Employee Safety and WellbeingBusiness continuity planning includes measures to ensure the safety and wellbeing of employees, encompassing evacuation plans, communication protocols, and support mechanisms during disruptive events. Additional Benefits of a robust Business Continuity Plan Supply Chain ResilienceAs businesses are part...

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### Disaster Recovery

> Disaster recovery encompasses a comprehensive set of strategies and processes geared towards the swift and efficient restoration of IT systems, data, and operations following a disruptive event.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-disaster-recovery/

Disaster recovery encompasses a comprehensive set of strategies and processes geared towards the swift and efficient restoration of IT systems, data, and operations following a disruptive event.

KNOWLEDGE BASEDisaster Recovery (DR)What is Disaster Recovery? Disaster Recovery (DR) encompasses a comprehensive set of strategies and processes geared towards the swift and efficient restoration of IT systems, data, and operations following a disruptive event. The primary objective of a Disaster Recovery Plan is to minimise downtime, data loss, and operational disruptions resulting from incidents such as natural disasters, cyber attacks, hardware failures, or human errors. A well-defined Disaster Recovery Plan enables organisations to bolster their resilience to unexpected events, mitigate potential risks, and maintain business continuity, safeguarding their IT infrastructure and data assets and reinforcing the overall stability and reliability of their business operations. The key components of a Disaster Recovery Plan Secure BackupRegularly backing up critical data and system configurations to secure locations ensures the availability of recent and restorable copies in case of a disaster. Additionally, creating real-time or near-real-time duplicates of data and applications in separate geographic locations contributes to redundancy and availability. Defining a Recovery Point ObjectiveThe Recovery Point Objective (RPO) determines the acceptable amount of data loss, guiding the frequency of backup processes, while the Recovery Time Objective (RTO) establishes the maximum tolerable downtime for systems and services, influencing the speed of recovery procedures. Regular Testing and Disaster SimulationTesting and simulating disaster scenarios on a regular basis are vital practices. This helps identify weaknesses in the recovery plan and ensures that IT teams are well-prepared to execute recovery processes efficiently. Offsite storage of backups and critical resources, including cloud-based solutions, provides an additional layer of protection in case of physical...

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### Backup

> Secure backup systematically and securely copies and stores data to prevent loss and facilitate recovery in case of accidental deletion, data corruption, hardware failure, or other unforeseen events.

- Published: 2023-12-29
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-secure-backup/

Secure backup systematically and securely copies and stores data to facilitate recovery in case of accidental deletion, data corruption, hardware failure, or other unforeseen events. 

KNOWLEDGE BASESecure Backup SolutionsWhat is secure backup? Secure backup involves systematically and securely duplicating and storing data to prevent loss and streamline recovery in the event of accidental deletion, data corruption, or hardware failure. The primary objective of secure backup is to create reliable duplicates of critical information, ensuring its availability when needed.  Secure backup is a crucial aspect of effective data management and disaster recovery planning. It ensures that valuable information remains protected, easily recoverable, and resilient against potential security threats.  Why do you need secure backup? Implementing a secure backup strategy entails incorporating measures to protect the backed-up data from unauthorised access, corruption, or compromise. This can involve employing encryption, access controls, and regular integrity checks to maintain the confidentiality and reliability of stored information. Acronis Secure Backup SolutionsAcronis secure backup offers a wide range of secure backup solutions to safeguard sensitive business data, comply with regulatory requirements, and maintain seamless business continuity in the face of unexpected incidents. These solutions leverage various technologies, such as cloud storage, tape drives, or dedicated backup servers, and can be configured for automated, scheduled backups to minimise the risk of data loss. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners in the UK. We have a dedicated IT consultancy and technical presales team who are vendor certified and technology agnostic in their approach to IT and Cyber Security...

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### Azure Virtual WAN

> Azure Virtual WAN is a networking service provided by Microsoft Azure, offering a streamlined and automated solution for connecting branch offices, data centres, and the Azure cloud.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-azure-virtual-wan/

Azure Virtual WAN is a networking service provided by Microsoft Azure, offering a streamlined and automated solution for connecting branch offices, data centres, and the Azure cloud.

KNOWLEDGE BASEAzure Virtual WANWhat is Azure Virtual WAN? Azure Virtual WAN is a networking service provided by Microsoft Azure, that offers a streamlined and automated solution for connecting branch offices, data centres, and the Azure cloud. At its core, it employs a hub-and-spoke network topology, simplifying the management of wide-area networking (WAN) infrastructure.  Azure Virtual WAN empowers organisations to establish a more efficient, scalable, and secure WAN architecture. By simplifying connectivity across distributed locations and enhancing overall network performance, it becomes a highly valuable tool for organisations with diverse and geographically dispersed network needs. Global Transit NetworkOne of the core features of Azure Virtual WAN is the establishment of a global transit network. This network allows traffic to flow directly between branch offices and data centres without the need for backhauling through the central hub. The result is reduced latency and improved overall network performance, contributing to a more efficient data transfer process. An automated approach to establishing secure connectionsAutomation is a key aspect of Azure Virtual WAN, particularly in establishing secure connections between branch offices. This automated approach eliminates the need for manual configuration, making it easier for organisations to create and manage connections securely. Furthermore, Azure Virtual WAN integrates seamlessly with other Azure services like Azure Firewall and VPN Gateway, enhancing security and providing additional connectivity options. SD WAN integrationFor organisations utilising Software-Defined Wide Area Network (SD-WAN) solutions, Azure Virtual WAN offers integration capabilities. This integration enables the leveraging of SD-WAN features for optimising and managing WAN traffic effectively. With a global presence,...

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### Azure Virtual Desktop (AVD)

> Azure Virtual Desktop is a cloud-based desktop and application virtualisation service. It enables users to access a virtualised Windows experience from virtually any device, enabling a flexible and scalable approach to desktop computing.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-azure-virtual-desktop/

Azure Virtual Desktop is a cloud-based desktop and application virtualisation service. It enables users to access a virtualised Windows experience from virtually any device.

KNOWLEDGE BASEAzure Virtual Desktop (AVD)What is Azure Virtual Desktop? Microsoft Azure Virtual Desktop (AVD) is a cloud-based desktop and application virtualisation service. It enables users to access a virtualised Windows experience from virtually any device, enabling a flexible and scalable approach to desktop computing.  By leveraging the capabilities of Azure Virtual Desktop, organisations can enhance flexibility, streamline management, and provide secure and accessible desktop experiences for their users no matter their location. What are the benefits of Azure Virtual Desktop? Provides virtualisation at scaleAzure Virtual Desktop supports multi-user Windows 10 and Windows 11 experiences, allowing multiple users to access virtual machines concurrently. This helps in optimising resources and reducing costs. Individual Application VirtualisationUsers can run individual applications in virtualised environments, providing flexibility in accessing specific software without the need for an entire virtual desktop. Windows 365 IntegrationAzure Virtual Desktop is integrated with Windows 365, providing a seamless experience for accessing Windows desktops across different Microsoft services. Scalable Alongside Your BusinessThe service is designed to scale based on organisational needs, accommodating changes in user numbers or resource requirements. High Levels of SecurityAzure Virtual Desktop prioritises security, offering features such as Azure Active Directory integration, multi-factor authentication, and compliance with various industry standards. Remote Access to DesktopsUsers can access their virtual desktops and applications remotely, fostering a productive environment for remote or hybrid work scenarios. Speak to a consultant We are accredited partners with Related Pages IT Glossary  How Opus' IT consultants can assist you Opus are a leading outsourced IT support provider and one of the top Microsoft Solutions Partners...

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### Azure

> Microsoft Azure is a comprehensive cloud computing platform and service. It delivers an extensive range of cloud services, empowering businesses to build, deploy, and manage applications and services through Microsoft's global network of data centres.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-microsoft-azure/

Microsoft Azure is a comprehensive cloud computing platform empowering businesses to build, deploy, and manage applications and services.

KNOWLEDGE BASEMicrosoft AzureWhat is Microsoft Azure? Microsoft Azure is a comprehensive cloud computing platform and service provided by Microsoft. It delivers an extensive range of cloud services, empowering businesses to build, deploy, and manage applications and services through Microsoft's global network of data centres. What does Microsoft Azure offer? Compute ServicesAzure offers diverse compute services, including virtual machines (VMs), containers, and server-less computing options like Azure Functions. Storage SolutionsAzure provides scalable and secure cloud storage solutions, encompassing blob storage, file storage, and table storage to ensure efficient data management for diverse applications. Networking ServicesThe networking services within Azure include virtual networks, load balancers, VPN gateways, and content delivery networks (CDN), enabling organisations to establish robust and secure network architectures. Data ManagementWithin Azure there is a suite of database services, such as Azure SQL Database, Cosmos DB, Azure Database for MySQL, and Azure Database for PostgreSQL. These services address different database needs, ensuring reliable and scalable data management. Identity and Access ManagementAzure Active Directory (Azure AD) facilitates identity and access management. It ensures secure authentication and authorisation for users and applications, enhancing overall system security. AI and Machine LearningAzure's AI and machine learning services, including Azure Machine Learning, Cognitive Services, and Bot Services, empower organisations to incorporate advanced intelligence into their applications and processes to boost efficiency. Internet of Things (IoT)There is a wide range of useful IoT services within Azure to enable users to build, deploy, and manage IoT solutions. This includes connecting devices, collecting data, and deriving valuable insights, contributing to the growth of the IoT ecosystem. DevOps and...

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### Active Directory

> Active Directory (AD) is a directory service developed by Microsoft that functions as a centralised and standardised system for managing and organising information about network resources, such as computers, users, groups, printers, applications, and other devices.

- Published: 2023-12-29
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-active-directory/

Active Directory (AD) is a directory service that functions as a centralised and standardised system for managing and organising information.

KNOWLEDGE BASEActive DirectoryWhat is Active Directory? Active Directory (AD) is a directory service developed by Microsoft that functions as a centralised and standardised system for managing and organising information about network resources, such as computers, users, groups, printers, applications, and other devices. It is a crucial component in Windows-based networks and plays a core role in identity and access management. What are the key elements within Active Directory? Directory Database StorageActive Directory stores information in a hierarchical, distributed database. This database includes objects such as users, groups, computers, and organisational units (OUs). Domain OrganisationA domain is a logical grouping of network objects, such as computers and users, that share a common directory database. Active Directory supports the organisation of objects into domains for easier management. Forest AuthenticationA forest is a collection of one or more domains that share a common schema, configuration, and global catalog. Domains within a forest trust each other, allowing for seamless authentication and resource access. Domain Controls and AuthenticationServers running the Active Directory Domain Services (AD DS) role are called domain controllers. They are responsible for authenticating users, enforcing security policies, and maintaining the directory database. Organisational Unit (OU) ManagementAn OU is a container within a domain that allows administrators to organise and apply group policies to sets of users, groups, and computers. OUs provide a way to delegate administrative authority and apply policies selectively. Secure Group PoliciesActive Directory Group Policy allows administrators to define and enforce security settings and configurations for users and computers within a domain or OU. This helps in maintaining...

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### Acronis

> Acronis Backup is designed to safeguard critical data, applications, and systems from data loss, cyber threats, and other disasters.

- Published: 2023-12-29
- Modified: 2025-02-11
- URL: https://www.opustech.co.uk/knowledge-hub/it/what-is-acronis-backup/

Acronis Backup is designed to safeguard critical data, applications, and systems from data loss, cyber threats, and other disasters. 

KNOWLEDGE BASEAcronisWhat is Acronis backup? Acronis Backup is a comprehensive data protection and backup solution, it is designed to safeguard critical data, applications, and systems from data loss, cyber threats, and other disasters. Their backup solution provides features such as full image backups, disk cloning, file-level backup, and recovery capabilities.  Opus are an accredited platinum partner with Acronis. What are the key features of Acronis Backup? Image-Based BackupAcronis Backup creates complete images of entire systems, including operating systems, applications, settings, and data. Enabling businesses to restore their entire system to a previous state in case of data loss or system failure. Disk CloningThe ability to clone disks enables businesses to replicate the entire contents of one disk onto another, providing a quick and efficient way to migrate to new hardware or replace a disk. Flexible Recovery OptionsAdmin users can choose to recover specific files, folders, or the entire system. This flexibility ensures that users can restore only the data they need, reducing downtime. Incremental and Differential BackupsAcronis Backup supports incremental and differential backup strategies, optimising storage space and reducing the time required for backups. Cloud IntegrationBackups can be stored in the cloud, providing an off-site and secure location for data storage. This is especially useful for disaster recovery scenarios. Centralised ManagementFor businesses and enterprises, Acronis Backup often comes with centralised management consoles, allowing IT administrators to manage backup policies, monitor activities, and ensure compliance across the organisation. Security FeaturesAcronis is a leader in cyber security, and its backup solution typically includes features like encryption, authentication, and secure data transfer to...

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### WiFi Calling

> WiFi calling enables users to make and receive phone calls over a WiFi network rather than relying on a cellular network. This technology is especially useful in situations where cellular signal strength is weak or unavailable, but a stable WiFi connection is present.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-wifi-calling/

WiFi calling enables users to make and receive phone calls over a WiFi network rather than relying on a cellular network. This is useful when a stable WiFi connection is present.

KNOWLEDGE BASEWiFi CallingWhat is WiFi Calling? WiFi calling enables users to make and receive phone calls over a WiFi network rather than relying on a cellular network. This is useful when a stable WiFi connection is present. The technical requirements of WiFi callingNetwork RequirementTo use WiFi calling, users need a compatible smartphone and a WiFi network. The feature is typically supported on modern smartphones, and most carriers offer WiFi calling as part of their services. Third Party Applications such as WhatsApp offer WiFi Calling. Improved CoverageWi-Fi calling can help users make calls in areas with poor cellular reception, such as indoors or in rural locations. As long as there's a WiFi connection, users can place calls without relying solely on cellular towers. Seamless TransitionWiFi calling enables a seamless transition between WiFi and cellular networks during an ongoing call. For example, if a user starts a call on WiFi and then moves out of WiFi range, the call can automatically switch to the cellular network without dropping. International CallsWiFi calling can be really beneficial when making international calls. Users can make calls to other countries using WiFi, potentially avoiding international calling charges. Text MessagingIn addition to voice calls, WiFi calling often supports text messaging (SMS) and multimedia messaging (MMS). Emergency CallsEmergency calls are typically routed through cellular networks even when connected to WiFi. This ensures that emergency services can locate the caller using the cellular connection. It's important to note that the availability of WiFi calling depends on the carrier and the specific smartphone model. Users need to enable...

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### Visual Voicemail

> Visual voicemail is a feature available on many smartphones that provides a visual interface for accessing voicemail messages. Unlike traditional voicemail systems, visual voicemail enables users to view their voicemails on their device's screen.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-visual-voicemail/

Visual voicemail provides a visual interface for accessing voicemail messages. Unlike traditional voicemail systems, visual voicemail enables users to view their voicemails on their device's screen.

KNOWLEDGE BASEVisual VoicemailWhat is Visual Voicemail? Visual voicemail is a feature available on many smartphones that provides a visual interface for managing and accessing voicemail messages. Unlike traditional voicemail systems, which often require users to navigate through a series of audio prompts to listen to messages, visual voicemail allows users to see a list of their voicemails directly on their device's screen. The main benefits of visual voicemailMessage ListUsers can view a list of their voicemail messages, including information such as the caller's phone number, date, and time of the message. Playback ControlUsers can selectively choose which voicemail messages to listen to without having to listen to them in sequential order. Playback controls, such as play, pause, rewind, and fast forward, are typically available. TranscriptionSome visual voicemail services offer voicemail transcription, which converts spoken words into text. This allows users to read the content of a voicemail message rather than listening to it. Message ManagementUsers can delete, archive, or save voicemail messages directly from the visual voicemail interface. Caller InformationIf the caller is in the user's contacts, visual voicemail may display the caller's name and other relevant information. NotificationsVisual voicemail often includes notifications to alert users when they have new voicemail messages. The availability and specific features of visual voicemail can vary based on the mobile carrier and the type of smartphone. This feature enhances the user experience by making voicemail management more convenient and accessible. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one...

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### Teams Phone Mobile

> Microsoft Teams Phone Mobile enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams and Phone System, and is exclusively available on EE.

- Published: 2023-12-28
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-are-the-features-of-teams-phone-mobile/

Microsoft Teams Phone Mobile enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams and Phone System, and is exclusively available on EE. 

KNOWLEDGE BASEMicrosoft Teams Phone MobileMicrosoft Teams Phone MobileMicrosoft Teams Phone Mobile enhances Public Switched Telephone Network (PSTN) connectivity within Microsoft Teams and Phone System, and is exclusively available on EE. This innovative functionality allows you to use your SIM-enabled mobile phone as your Teams phone without relying on the Teams app. Essentially, it enables a unified communications solution, offering a consistent experience across mobile and desk environments. Teams Phone Mobile caters to a mobile-first workforce, providing flexible and efficient mobile-centric experiences with enterprise-grade telephony. Key benefits include the first true unified comms platform for mobile-first workers, automatic call recording without Teams app usage, unified call history and reporting, and a single voicemail system for mobile and Teams calls. Additionally, Teams Phone Mobile offers a unified number solution, enabling the use of a primary company-owned, SIM-enabled mobile number for Teams Phone. Users benefit from a single business number for mobile, desk, and Teams, promoting flexibility and security. The platform also streamlines support, reduces redundant services, and extends enterprise-grade policies to voice calls for enhanced security, privacy, and compliance. Teams Phone Mobile seamlessly integrates with Microsoft Teams, allowing users to move calls to Teams on any device, facilitating collaboration through video, content sharing, recording, and more. Users can make and receive calls from their smartphone's native dialler or Teams endpoints using a single business-owned SIM-enabled mobile number. Call management features enable smooth transitions between devices, call transfers, and unified voicemail and business settings across all Teams endpoints and email. Speak to a consultant We are accredited...

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### Talk Time

> Talk time refers to the total duration or amount of time a mobile phone can be used for voice calls on a fully charged battery. It represents the maximum time a user can spend making or receiving phone calls before the battery is depleted.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-talk-time/

Talk time refers to the total duration or amount of time a mobile phone can be used for voice calls on a fully charged battery. 

KNOWLEDGE BASETalk TimeWhat is talk time? Talk time refers to the total duration or amount of time a mobile phone can be used for voice calls on a fully charged battery. It is typically measured in hours and represents the maximum time a user can spend making or receiving phone calls before the battery is depleted. The talk time of a mobile phone depends on various factors, including the phone's battery capacity, the efficiency of its power management system, network conditions, and whether the calls are made on 2G, 3G, or 4G networks. Manufacturers often provide estimated talk time as part of the phone's specifications to give users an idea of how long they can expect the device to last during voice calls. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited to:Mobile Application ManagementMobile Device ManagementMobile Device SecurityMobile Voice RecordingMobile Threat DefenseMulti Network SIMsIoTTeams Phone MobileBack to our Mobile Glossary > Industry Recognition WINNERSEE New Partner of the Year 2022FINALISTSInfinigate Cloud - UK Modern Workplace Partner of the Year Keen to discuss your mobile requirement? Get in touch

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### SIM lock

> A SIM lock is a restriction placed on a mobile phone by the device's carrier or service provider. When a phone is SIM-locked, it can only be used with a SIM card from the carrier that imposed the lock.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-sim-lock/

When a phone is SIM-locked, it can only be used with a SIM card from the carrier that imposed the lock. 

KNOWLEDGE BASESIM LockWhat is a SIM Lock? A SIM lock, also known as a network lock or carrier lock, is a restriction placed on a mobile phone by the device's carrier or service provider. When a phone is SIM-locked, it can only be used with a SIM card from the carrier that imposed the lock. The purpose of a SIM lock is to tie a mobile device to a specific network, typically as part of a contractual agreement or to ensure that the device is used exclusively on the carrier's network. The process of unlocking a phone involves removing the SIM lock so that the device can accept SIM cards from other carriers. Unlocking can be done through the carrier, often after the fulfilment of contract terms, or through third-party services.  Unlocked phones provide users with the flexibility to switch carriers and use SIM cards from different providers, especially useful when traveling internationally or when seeking better service options. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited to:Mobile Application ManagementMobile Device ManagementMobile Device SecurityMobile Voice RecordingMobile Threat DefenseMulti Network SIMsIoTTeams Phone MobileBack to our Mobile Glossary > Industry Recognition WINNERSEE New Partner of the Year 2022FINALISTSInfinigate...

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### Mobile Signal Strength

> Mobile signal strength refers to the measurement of the wireless signal's power or intensity received by a mobile device from a cellular network.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-signal-strength/

Mobile signal strength refers to the measurement of the wireless signal's power or intensity received by a mobile device from a cellular network. 

KNOWLEDGE BASEMobile Signal StrengthWhat is a mobile signal strength? Mobile signal strength refers to the measurement of the wireless signal's power or intensity received by a mobile device from a cellular network. It is a crucial factor in determining the quality of communication between the mobile device and the cell tower or base station. Signal strength is typically measured in decibels (dB) and is represented on the device as signal bars or an indicator. Typically a strong mobile signal strength indicates that the mobile device is close to a cell tower, resulting in better call quality, faster data speeds, and a more reliable connection. On the other hand, a weak signal suggests that the device is farther from the tower, leading to potential issues such as dropped calls, slow data speeds, or difficulty connecting to the network. Some mobile devices provide signal strength information to users, allowing them to assess the quality of their connection in real-time. If you are looking to improve network coverage consider a dual SIM or Multi Network SIM. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited to:Mobile Application ManagementMobile Device ManagementMobile Device SecurityMobile Voice RecordingMobile Threat DefenseMulti Network SIMsIoTTeams Phone...

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### Service Provider

> A mobile service provider offers mobile communication services to users. These services include voice calling, text messaging, and data connectivity through mobile devices.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-service-provider/

A mobile service provider offers mobile communication services to users. These services include voice calling, text messaging, and data connectivity through mobile devices. 

KNOWLEDGE BASEMobile Service ProviderWhat is a mobile service provider? A mobile service provider, often referred to as a mobile carrier or network operator, is a company that offers mobile communication services to users. These services include voice calling, text messaging, and data connectivity through mobile devices. Mobile service providers own and operate the infrastructure, such as cell towers and network equipment, that enables wireless communication. Users subscribe to mobile service plans offered by these providers, paying for access to voice and data services. Each provider typically has its own network infrastructure, and users' devices must be compatible with the specific network technology employed by the provider (e. g. , GSM, CDMA). The leading mobile service providers in the UK include Vodafone, EE, and O2. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited to:Mobile Application ManagementMobile Device ManagementMobile Device SecurityMobile Voice RecordingMobile Threat DefenseMulti Network SIMsIoTTeams Phone MobileBack to our Mobile Glossary > Industry Recognition WINNERSEE New Partner of the Year 2022FINALISTSInfinigate Cloud - UK Modern Workplace Partner of the Year Keen to discuss your mobile requirement? Get in touch

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### Service Plan

> A business mobile service plan, often referred to simply as a mobile plan or phone plan, is a subscription-based service offered by mobile network operators to customers for using their mobile devices, such as smartphones or tablets.

- Published: 2023-12-28
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-business-mobile-service-plan/

A mobile service plan, often referred to simply as a mobile plan or phone plan, is a subscription-based service offered by mobile network operators to customers for using their mobile devices.

KNOWLEDGE BASEMobile Service PlanWhat is a mobile service plan? A mobile service plan, commonly known as a mobile plan or phone plan, is a subscription-based offering provided by mobile network operators to users of mobile devices. Service plans encompass a combination of services, including voice calls, text messaging, and data access, enabling customers to stay connected and utilise their devices for various purposes. Customers have the flexibility to choose mobile service plans based on their communication requirements, budget constraints, and personal preferences. Various types of plans are available, including prepaid plans (pay-as-you-go), postpaid plans (monthly billed plans), and no-contract plans, each catering to different user needs and offering distinct benefits and flexibility. Mobile service plans encompass essential components such as voice minutes, allowing users a specified duration for voice calls, with some plans offering unlimited calling within the allocated coverage. Another crucial aspect is the data allowance, specifying the amount of mobile data for internet, video streaming, and app usage, often measured in gigabytes or terabytes. Users must manage their usage within set limits. Consideration of network coverage is vital, defining geographical areas where users can make calls and access data services, ensuring connectivity in desired locations. Contract terms vary, including the duration of service agreements, with plans available as month-to-month or fixed-term contracts (e. g. , 12 or 24 months), offering diverse commitment levels. Monthly costs represent recurring fees associated with the plan, determined by factors like allocated minutes, text messages, data allowance, and additional features. Some plans include extra features such as international calling, mobile...

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### PAC Code

> A PAC (Porting Authorisation Code) is a unique code provided by your current mobile network operator when you want to switch your mobile number to a different network.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-pac-code/

A PAC (Porting Authorisation Code) is a unique code provided by your current mobile network operator when you want to switch your mobile number to a different network. 

KNOWLEDGE BASEPAC CodeWhat is a PAC Code? A PAC (Porting Authorisation Code) is a unique code provided by your current mobile network operator when you want to switch your mobile number to a different network. The main purpose of a PAC code is to facilitate the smooth transfer of your existing phone number from one network to another. How do you get a PAC Code? Here is the process you need to follow when moving to a different mobile network. Requesting a PAC CodeContact your current mobile network operator and request a PAC code. They are obligated to provide you with this code promptly, usually within two hours. Providing the PAC Code to the New NetworkOnce you have the PAC code, provide it to the new mobile network operator where you want to transfer your number. You can do this when signing up for a new contract or switching to a different pay-as-you-go provider. Number TransferThe new network will initiate the process to transfer your phone number. This transfer usually takes one working day, and you may experience a brief period without service during the switch. Canceling the Old ContractAfter the number transfer is complete, your old contract with the previous network will be automatically canceled. PAC codes expire quicklyIt's important to note that PAC codes are only valid for a limited time (often 30 days), so you should initiate the number transfer promptly after receiving the code.   Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you...

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### PUK Code

> A Personal Unlocking Key (PUK) code is a unique code assigned to a mobile phone's SIM card. It is used to unlock the SIM card if it becomes locked due to multiple incorrect PIN entries.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-puk-code/

A Personal Unlocking Key (PUK) code is a unique code assigned to a mobile phone's SIM card. 

KNOWLEDGE BASEPUK CodeWhat is a PUK Code? A Personal Unlocking Key (PUK) code is a unique code assigned to a mobile phone's SIM card. It is used to unlock the SIM card if it becomes locked due to multiple incorrect PIN entries. When a user enters the wrong PIN (Personal Identification Number) multiple times, the SIM card may get blocked, and a PUK code is required to unblock it. It's essential to enter the PUK code correctly, as an incorrect entry may permanently disable the SIM card. Once the PUK code is entered successfully, the user can set a new PIN for their SIM card. How do you get a PUK code for mobiles? SIM Card Packaging  The PUK code is often printed on the packaging of the SIM card that you received from your mobile network operator. Check the original packaging or any documentation that came with your SIM card. Online Account Many mobile network operators provide online account access or portals for their users. You could try logging in to your account. Contact your Network's Customer Support If you cannot find the PUK code through the methods above, the most reliable option is to contact your mobile network operator's customer service team. Remember that entering the PUK code incorrectly multiple times can permanently disable your SIM card, so it's crucial to ensure that you have the correct code. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus...

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### Multi Network SIM

> Multi-network SIM cards offer a solution by accessing multiple or all the available networks within a given area. Unlike traditional single-network SIM cards, they are not bound to a specific network.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-multi-network-sim/

Multi-network SIM cards access multiple or all the available networks within a given area. Unlike traditional single-network SIM cards, they are not bound to a specific network.

KNOWLEDGE BASEMulti Network SIM CardsWhat is a multi network SIM card? Unlike traditional single-network SIM cards, Multi-network SIM cards access multiple or all available networks in a given area as they are not bound to a specific network. Designed for remote workforces and applications requiring 24/7 internet access, such as CRMs or service-related applications, multi-network SIM cards are ideal for busy locations or addressing coverage gaps. Benefits of Multi-Network SIMs for Businesses Multi-network SIMs provide a viable alternative for businesses facing coverage challenges with their current providers. Ensuring reliable network coverage for the workforce, regardless of location, is a key advantage. They provide enhanced flexibility and management control, allowing businesses to choose a lead network, add or remove connections, and manage billing through a single portal. This approach minimises coverage issues, reducing administrative tasks and fostering increased productivity and customer service focus. Multi-Network SIMs are equipped with 4G and 5G and they can access across all major UK networks in a single SIM, enabling seamless roaming with exceptional reliability. This is crucial for keeping mission-critical business applications online, overcoming local coverage variations, bandwidth constraints, or outage risks. Related Additional Resource: Multi Network SIM Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not...

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### Mobile Phone Contract

> A mobile phone contract, often referred to as a mobile phone plan or contract plan, is a subscription-based agreement between a mobile service provider and a customer.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-phone-contract/

A mobile phone contract is a subscription-based agreement between a mobile service provider and a customer.

KNOWLEDGE BASEMobile Phone ContractWhat is a Mobile Phone Contract? A mobile phone contract is a subscription-based agreement between a mobile service provider and a customer. In a mobile phone contract, the customer agrees to pay a recurring fee, usually on a monthly basis, in exchange for a package of mobile services. These services typically include a specified amount of talk time, text messages, and data allowance.  Business mobile phone contracts offer convenience and predictability in terms of monthly expenses.  Typical features of a mobile phone contractsContract DurationBusiness Mobile contracts are often set for a specific duration, commonly 18 or  24 months. During this period, the customer is bound by the terms of the mobile contract. Monthly FeeCustomers pay a fixed monthly fee for the services included in their plan. The fee may vary based on the chosen plan's features and the type of device provided. Included ServicesThe contract outlines the allocated amount of talk time, text messages, and data that the customer can use each month. It may also include additional features such as international calling and roaming. Device Subsidy or CostMany mobile phone contracts include the option to purchase a mobile device along with the service plan. The cost of the device may be subsidised or spread out over the contract duration. Terms and ConditionsThe contract specifies terms and conditions, including any penalties or fees for early termination, exceeding usage limits, or changing plans. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one...

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### Mobile Network

> A mobile network enables mobile devices to communicate wirelessly with each other and connect to the internet, allowing users to make calls, send messages, and access various online services.

- Published: 2023-12-28
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-network/

A mobile network enables mobile devices to communicate wirelessly with each other and connect to the internet, allowing users to make calls, send messages, and access online services.

KNOWLEDGE BASEMobile NetworkWhat is a Mobile Network? A mobile network enables mobile devices to communicate wirelessly with each other and connect to the internet, allowing users to make calls, send messages, and access online services. EE, Vodafone, and O2 are the three major mobile network Opus provide.  Each operator owns and operates its own infrastructure, consisting of cell towers, base stations, and other network components, to ensure widespread coverage and reliable connectivity for their customers.  EE Mobile NetworkEE is a prominent mobile network operator in the UK. Formed as a result of the merger of T-Mobile UK and Orange UK in 2010, EE became the first provider to launch 4G services in the UK in 2012. Since then, it has maintained a leading position in our mobile telecoms landscape. Vodafone Mobile NetworkVodafone is a global telecommunications company and one of the major mobile network operators in the UK. Vodafone offers a wide range of telecommunications services, including mobile voice and data, fixed-line broadband, and other connectivity solutions. O2 Mobile NetworkO2, part of the Telefónica Group, is also a prominent mobile network operator in the UK. With a strong presence in the telecommunications industry, O2 provides a range of mobile services, including voice, data, and broadband.   Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business...

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### Mobile Voice Recording (MVR)

> MVR is a a network-based mobile voice recording service developed by industry leaders EE plays a crucial role in meeting regulatory requirements outlined by the FCA, the Dodd-Frank Act, and the MiFID directive.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-voice-recording-mvr/

Mobile Voice Recording (MVR) plays a crucial role in meeting regulatory requirements outlined by the FCA, the Dodd-Frank Act, and the MiFID directive.

KNOWLEDGE BASEMobile Voice Recording (MVR)What is Mobile Voice Recording (MVR)? MVR developed by EE, is a network-based mobile voice recording service that plays a crucial role in assisting financial institutions in meeting regulatory requirements outlined by the FCA, the Dodd-Frank Act, and the MiFID directive.  In 2011, the Financial Conduct Authority (FCA) eliminated the recording exemption for mobile phones, necessitating the recording of all conversations related to client orders.  Mobile Voice Recording not only ensures FCA compliance but also addresses trading disputes and mitigates the risks associated with rogue traders. One of its key advantages is its ability to uphold FCA compliance without disrupting productivity. Conversations are recorded seamlessly from any mobile device, eliminating the need for specialised call recording software or remote recorders. What sets this service apart is its network-based approach, routing calls without affecting performance, a feature not commonly found in most mobile voice recording services. By accurately recording and securely storing mobile voice communications, Mobile Voice Recording significantly diminishes the likelihood of FCA fines, providing a comprehensive solution to regulatory compliance and risk management for financial organisations. Speak to us about our mobile voice recording solution from EE. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are...

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### Mobile Threat Defense (MTD)

> Mobile Threat Defense (MTD) tools are specialised security tools created to identify and shield mobile devices from cyber threats. These tools assess app traits, respond to threats instantly, and offer visibility into the risk level of all connected devices.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-threat-defense/

Mobile Threat Defense (MTD) tools are specialised security tools created to identify and shield mobile devices from cyber threats. 

KNOWLEDGE BASEMobile Threat Defense (MTD) What is Mobile Threat Defense (MTD)? Mobile Threat Defense (MTD) encompasses a set of security tools specifically crafted to detect and shield mobile devices from a range of cyber threats. These threats may include malware, phishing attempts, and other malicious activities that could compromise the security of mobile devices. MTD tools go beyond traditional antivirus solutions by analysing the specific characteristics of mobile applications. They operate in real-time, responding promptly to potential threats, and contribute to maintaining a secure mobile computing environment. One key aspect of MTD is its capability to provide visibility into the risk levels associated with all devices connected to a network. By monitoring and assessing the behaviour of mobile applications, MTD tools offer insights into the security posture of each device. This visibility is crucial for organisations to identify and mitigate potential vulnerabilities, ensuring the overall safety and integrity of their mobile ecosystem. Mobile Threat Defense is a proactive approach to mobile security, employing specialised tools to analyse application behaviour, respond to threats in real-time, and provide comprehensive visibility into the risk landscape of connected mobile devices. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited...

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### Mobile Security

> Mobile security involves safeguarding wireless computing devices from threats like malware, theft, and data breaches.

- Published: 2023-12-28
- Modified: 2025-02-17
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-security/

Mobile security involves safeguarding wireless computing devices from threats like malware, theft, and data breaches.

KNOWLEDGE BASEMobile Security What is Mobile Security? Mobile security involves safeguarding wireless computing devices from threats like malware, theft, and data breaches. As mobile devices gain significance in communication and work, their unique risks require a comprehensive security approach. Out of the box mobile security is inadequate, and businesses need to address protocols, endpoint security, and compliance to counter and prevent evolving mobile security threats. Challenges arise from rapid mobile adoption, oversight of critical security measures, and the emergence of hybrid work patterns. Native apps' expansion and mobile technology growth underscore the need for a balanced mobile security strategy.  Various mobile threats like phishing, malware and vulnerabilities require robust security measures. Benefits of mobile security solutions include uniform protection, defence against evolving threats, secure remote work, and compliance maintenance. Mobile security solutions like Zero Trust Network Access (ZTNA), Mobile Endpoint Protection, Website Content Filtering, and Patch Management aim to protect against modern threats and enforce compliance. Mobile devices, whether personal or business owned, require equal security attention due to their shared data security concerns. Investing in mobile security is crucial with the widespread adoption of mobile devices globally. Addressing modern threats, ensuring infrastructure-wide coverage, and adapting to the evolving threat landscape are key. Our mobile security solutions partner JAMF, provide device management, user identity and endpoint protection. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile...

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### Mobile Device Management (MDM)

> Mobile Device Management (MDM) is a type of software solution that allows organisations to manage and control mobile devices such as smartphones and tablets used by their employees.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-device-management-mdm/

Mobile Device Management (MDM) is a type of software solution that allows organisations to manage and control mobile devices used by their employees. 

KNOWLEDGE BASEMobile Device Management (MDM)What is Mobile Device Management (MDM)? Mobile Device Management (MDM) is a type of software solution that enables organisations to manage and control mobile devices (such as smartphones and tablets) used by their employees. MDM provides a centralised platform for IT administrators to enforce policies, monitor device usage, and ensure the security of mobile devices within an organisation's network. The primary goals of MDM are to streamline device management, enhance security, and support the efficient deployment and maintenance of mobile devices in an business environment. Mobile Device Management is particularly beneficial in environments where employees use personal devices (Bring Your Own Device or BYOD) for work purposes.  The business benefits of Mobile Device Management Device EnrolmentMDM solutions facilitate the enrolment of mobile devices into the management system. This process establishes a connection between the device and the MDM platform, allowing administrators to apply policies and configurations. Configuration ManagementWith MDM administrators can remotely configure email accounts, Wi-Fi settings, VPN configurations, and other parameters to align with organisational policies. Security PoliciesYou can enforce security policies on mobile devices with MDM. This may include requiring passcodes or biometric authentication, enabling device encryption, and enforcing compliance with security standards. App ManagementMDM solutions help manage mobile applications on devices. This involves the distribution and installation of apps, updating and patching applications, and ensuring compliance with licensing agreements. Remote Wipe and LockIn case of a lost or stolen device or when an employee leaves the organisation, administrators can remotely wipe the device's data or lock it to prevent unauthorised access. Monitoring...

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### Mobile Carrier

> A mobile carrier, also known as a wireless carrier, mobile operator, or telecommunications service provider, is a company that provides mobile communication services to users.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-carrier/

A mobile carrier, also known as a wireless carrier, mobile operator, or telecommunications service provider, is a company that provides mobile communication services to users. 

KNOWLEDGE BASEMobile CarrierWhat is a Mobile Carrier? A mobile carrier, also known as a wireless carrier, mobile operator, or telecoms service provider, is a company that provides mobile communication services to users. Mobile carriers operate and maintain the infrastructure necessary for wireless communication, allowing customers to make voice calls, send text messages, and access mobile data services using mobile devices and tablets. Key roles of mobile carriers Network Infrastructure Mobile carriers own and operate the physical infrastructure that enables wireless communication. This infrastructure includes towers, base stations, antennas, and other equipment that form the cellular network. Wireless SpectrumCarriers are allocated specific frequency bands, known as wireless spectrum. This spectrum is used to transmit and receive signals between mobile devices and the carrier's network infrastructure. Service PlansMobile carriers offer a variety of service plans to customers, including voice and text messaging plans, mobile data plans, and bundled services. Customers subscribe to these plans to access the carrier's network and services. Roaming Agreements Mobile carriers often have roaming agreements with other carriers, allowing their customers to use services while outside their home network coverage area. Roaming enables users to make calls and use data services even when traveling internationally. Billing and Customer Support Carriers handle billing processes for service plans, including monthly charges, usage fees, and additional services. They also provide customer support for issues related to billing, network connectivity, and device troubleshooting. Mobile Number Assignment Unique mobile phone numbers are assigned by mobile carriers to their customers. These numbers are essential for identifying and routing calls and messages to the correct subscriber. Regulatory Compliance Mobile...

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### Mobile Application Management (MAM)

> Mobile Application Management (MAM) refers to the set of processes and technologies used by organisations to control and secure the lifecycle of mobile applications (apps) on users' devices.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-application-management-mam/

Mobile Application Management (MAM) is the set of processes and technologies used by businesses to control and secure the lifecycle of mobile applications on users' devices. 

KNOWLEDGE BASEMobile Application Management (MAM)What is Mobile Application Management (MAM)? Mobile Application Management (MAM) refers to the set of processes and technologies used by organisations to control and secure the lifecycle of mobile applications (apps) on users' devices. The primary goal of MAM is to ensure the security of corporate data and applications while maintaining the privacy and usability of personal devices. MAM is often part of a broader Enterprise Mobility Management (EMM) strategy. Mobile Application Management is particularly beneficial in environments where employees use personal devices for work purposes, as it allows organisations to implement security measures without requiring full control over the entire device. This strikes a balance between securing corporate data and respecting the privacy of the users on their personal devices. The key benefits of Mobile Application ManagementApp DistributionMAM solutions facilitate the controlled distribution of mobile apps to users' devices. This may involve deploying apps directly from an enterprise app store or leveraging public app stores with management capabilities. App ConfigurationOrganisations can configure and customise app settings, such as access controls, security policies, and user preferences, to align with the organisations requirements. This can be done without affecting the overall device settings. App Security PoliciesMAM allows administrators to define security policies for individual apps, ensuring that corporate data within those apps is protected. This may include encryption, data loss prevention, and restrictions on app-to-app communication. Access ControlsMobile Application Management provides tools to manage user access to apps and data based on factors such as user roles, device compliance, and network conditions and...

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### Microsoft Intune

> Microsoft Intune is a cloud-based service that falls under the category of Enterprise Mobility Management (EMM) and Mobile Device Management (MDM) solutions.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-microsoft-intune/

Microsoft Intune is a cloud-based service that falls under the category of Enterprise Mobility Management (EMM) and Mobile Device Management (MDM) solutions. 

KNOWLEDGE BASEMicrosoft IntuneWhat is Microsoft Intune? Microsoft Intune is a cloud-based service that falls under the category of Enterprise Mobility Management (EMM) and Mobile Device Management (MDM) solutions.  It is designed to help organisations manage and secure their mobile devices, applications, and data. Microsoft Intune is part of the broader Microsoft Endpoint Manager suite, which also includes Configuration Manager. Intune is really beneficial for organisations embracing a Bring Your Own Device (BYOD) policy or managing a diverse fleet of devices. It provides a unified platform for managing endpoints, enhancing security, and ensuring compliance with organisational policies. As a cloud-based service, Intune offers scalability, flexibility, and the ability to manage devices and applications from anywhere with an internet connection. What are the key features of Microsoft Intune? Mobile Device Management (MDM)Intune enables organisations to manage and control mobile devices, including smartphones and tablets, by enforcing policies for security, compliance, and configuration settings. This includes features like device enrolment, remote device wipe, and device inventory tracking. Mobile Application Management (MAM)With Intune, you can manage and secure mobile applications, both native and third-party, enabling IT administrators to define policies for application access, data protection, and app distribution. Conditional AccessIntune seamlessly integrates with Azure Active Directory to implement conditional access policies. This ensures that access to corporate resources is granted based on conditions such as device compliance, user identity, and network location. Endpoint Security It provides security features to protect endpoints, including mobile devices, against threats. This may include antivirus protection, threat detection, and response capabilities. Endpoint Configuration ManagementIT administrators can use Intune to...

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### iOS

> iOS is the iPhone operating system crafted for compatibility with Apple's multitouch devices. This mobile operating system facilitates input through direct manipulation and recognises a range of user gestures, including pinching, tapping, and swiping.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-ios/

iOS is the iPhone operating system, that is crafted for compatibility with Apple's multitouch devices.

KNOWLEDGE BASEiOSWhat is iOS? iOS is Apple's mobile operating system originally known as the iPhone OS, iOS powers various Apple devices, including iPhones, iPads, iPod Touches, and Apple TV. It is renowned for its user-friendly interface, security features, and seamless integration with other Apple products and services. iOS supports a wide range of applications, both built-in and third-party, available through the App Store. The operating system is characterised by its intuitive touchscreen controls, fluid animations, and efficient multitasking capabilities. Users interact with iOS devices using gestures such as tapping, swiping, and pinching on the touchscreen. The iOS ecosystem is known for its closed nature, with Apple tightly controlling both the hardware and software aspects. This approach contributes to a cohesive and stable user experience but comes with restrictions on customisation and app distribution compared to other platforms such as Android. iOS also receives regular updates, introducing new features, improvements, and security patches.   Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile services include but are not limited to:Mobile Application ManagementMobile Device ManagementMobile Device SecurityMobile Voice RecordingMobile Threat DefenseMulti Network SIMsIoTTeams Phone MobileBack to our Mobile Glossary > Industry Recognition WINNERSEE New Partner of the Year 2022FINALISTSInfinigate Cloud - UK Modern Workplace Partner of the...

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### Internet of Things

> The Internet of Things (IoT) refers to the network of interconnected physical devices or "things" that communicate and exchange data with each other through the internet.

- Published: 2023-12-28
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-the-internet-of-things-iot/

The Internet of Things (IoT) refers to the network of interconnected physical devices or "things" that communicate and exchange data with each other through the internet. 

KNOWLEDGE BASEInternet of Things (IoT)What is IoT? The Internet of Things (IoT) refers to the network of interconnected physical devices or "things" that communicate and exchange data with each other through the internet. These devices are embedded with sensors, actuators, and other technologies, allowing them to collect and share information. The goal of IoT is to create a smart, interconnected ecosystem that enhances efficiency, automation, and data-driven decision-making. How do IoT Devices work? Equipped with sensors and actuators, IoT devices collect and process data, enabling functionalities such as temperature sensing and motion detection. Data analysis occurs locally or in the cloud, providing valuable insights and triggering actions autonomously. Automation is a key feature, exemplified in smart home devices adjusting settings based on occupancy. Interoperability standards ensure seamless communication among devices from different manufacturers. Examples of common IoT devicesIoT devices span a wide range of industries and applications, enhancing connectivity, automation, and data collection. Here are some examples of IoT devices:1. Smart Home DevicesSmart Thermostats - Devices like Nest Learning Thermostat adjust temperature settings based on user behaviour and preferences. Smart Lighting Systems -  Systems that allow users to control and automate lighting in their homes using smartphones or voice commands. 2. Wearable Health DevicesFitness Trackers - Devices like Fitbit monitor physical activity, heart rate, and sleep patterns. Smartwatches - Devices with health monitoring features, such as heart rate monitoring and GPS tracking. 3. Connected AppliancesSmart Refrigerators - Refrigerators with sensors and cameras that enable users to monitor contents, track expiration dates, and create shopping lists. Smart Ovens - Ovens...

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### International Roaming

> International roaming allows mobile phone users to make and receive calls, send text messages, and use data services while traveling outside their home country. When overseas, their device connects to a foreign mobile network.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-international-roaming/

International roaming allows mobile phone users to make and receive calls, send text messages, and use data services while traveling outside their home country. 

KNOWLEDGE BASEInternational RoamingWhat is international roaming? International roaming allows mobile phone users to make and receive calls, send text messages, and use data services while traveling outside their home country. When overseas, their device connects to a foreign mobile network. Key features of international roamingConnectivity AbroadInternational roaming enables mobile phone users to maintain connectivity while traveling abroad by using the mobile networks of partner operators in the destination country. Voice CallsUsers can make and receive voice calls while abroad, just as they would in their home country. However, international calling rates typically apply, and these rates can vary significantly depending on the destination. Text Messaging (SMS)International roaming allows users to send and receive text messages (SMS) while outside their home country. Similar to voice calls, international SMS rates may apply. Data UsageUsers can use mobile data services while roaming internationally to access the internet, use apps, and receive email. However, international data roaming rates can be high, and users should be cautious about data usage to avoid unexpected charges. Cost ConsiderationsInternational roaming often involves additional charges, including roaming fees and international calling rates. These charges can accumulate quickly, and users should be aware of the associated costs to avoid bill shock. Roaming PackagesSome mobile carriers offer international roaming packages or travel plans that provide discounted rates for voice, SMS, and data usage while abroad. If this is something your business requires please check your mobile phone contract. SIM Cards and eSIMsSome business travellers choose to use local SIM cards or eSIMs in their destination country to access local...

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### IMEI number

> An IMEI number is a unique 15-digit number that serves as a distinct identifier for mobile phones. The IMEI number is assigned to each device by the device manufacturer and is used to track and identify mobile devices on cellular networks.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-imei-number/

An IMEI number is a unique 15-digit number that serves as a distinct identifier for mobile phones. It is used to track and identify mobile devices on cellular networks.

KNOWLEDGE BASEIMEI NumberWhat is a IMEI Number? The International Mobile Equipment Identity (IMEI) is a unique 15-digit identifier assigned to mobile phones and certain other cellular devices. Comprising a structure that includes a Type Allocation Code (TAC) representing the manufacturer and model, a unique serial number, and a check digit for error detection, the IMEI serves essential purposes. It is used by carriers and regulatory bodies for device registration and identification on cellular networks. Additionally, the IMEI plays a crucial role in blocking stolen devices, preventing their access to networks. Users can check their device's IMEI, often printed on packaging or found in settings, and report lost or stolen devices to carriers, contributing to device security and preventing unauthorised use. How do you find your mobiles IMEI number? You can find the IMEI number of your mobile device in several ways:Dialling a CodeOn your mobile device, open the phone app. Dial the code *#06#. The IMEI number will be displayed on the screen.  Device SettingsOn smartphones, go to "Settings. " Look for an option like "About Phone," "Device Information," or similar. Depending on the device and manufacturer of the handset, you may find the IMEI listed there. On the Device PackagingThe original packaging of your mobile device often includes a label with the IMEI number. In the SIM TrayOn some iPhones, the IMEI may be engraved on the SIM tray. In the Device's Settings MenuOn some devices, you can find the IMEI by going to "Settings," then "System" or "About Phone," and finally, "Status" or "Phone Information. "In the...

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### Handset

> A mobile handset is a portable electronic device used for wireless communication. It is a key component of the mobile communication system and allows users to make and receive phone calls, send text messages, and access mobile services.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-mobile-handset/

A mobile handset is a portable electronic device used for wireless communication. It allows users to make and receive phone calls, send text messages, and access a variety of mobile services.

KNOWLEDGE BASEMobile HandsetWhat is a mobile handset? A mobile handset, commonly known as a mobile or cell phone, is a portable electronic device designed for wireless communication. It serves as a primary means for users to make voice calls, send text messages, and access various mobile services, including internet browsing and mobile applications. A handset typically features a display screen, which is often a touchscreen for user interaction, along with a keypad or buttons for dialling and navigation. Powered by rechargeable batteries, these devices come with an operating system running on platforms like Android or iOS.  Connectivity options are a vital aspect of mobile handsets, supporting Bluetooth, Wi-Fi, and various mobile data generations like 3G, 4G, or 5G. These features enable wireless connections to other devices and access to the internet. The devices also include internal storage for apps and files, as well as external memory card support in some cases. Mobile handsets also include audio components like speakers and microphones for calls, media playback, and voice commands. The diverse range of mobile handsets caters to different user needs, from basic feature phones to advanced smartphones with a multitude of functionalities and innovative applications. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and IoT solutions. Our specialist mobile...

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### eSIM

> An eSIM, or embedded SIM, is a type of SIM card that is embedded directly into a device, such as a smartphone, tablet, or smartwatch, eliminating the need for a physical, removable SIM card.

- Published: 2023-12-28
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-an-esim/

An eSIM is a type of SIM card that is embedded directly into a smartphone, tablet, or smartwatch, eliminating the need for a physical, removable SIM card. 

KNOWLEDGE BASEeSIMWhat is an eSIM? An eSIM, or embedded SIM, is a type of SIM card that is embedded directly into a device, such as a smartphone, tablet, or smartwatch, eliminating the need for a physical, removable SIM card. The "e" in eSIM stands for "embedded" or "electronic. What are the benefits of eSIM cards? No need to setupUnlike traditional SIM cards that are physical, removable chips, eSIMs are integrated into the device's hardware during manufacturing. This means there's no physical card for users to insert or replace. Can be activated remotelyeSIMs can be remotely activated and configured by the mobile network operator or service provider. Users can download the necessary credentials and settings over-the-air, simplifying the activation process. Switch between profileseSIMs support the storage of multiple SIM profiles on a single chip. This feature allows users to switch between different mobile carriers or plans without needing to physically swap out a SIM card. IoT compatibleeSIM technology is particularly beneficial for smaller and more compact devices, such as smartwatches or Internet of Things (IoT) devices, where space is limited and a physical SIM card slot may be impractical. Global Roaming optionsUsers can easily switch between mobile carriers or plans when traveling internationally by downloading the relevant eSIM profile. This flexibility makes global roaming more convenient and efficient. Embedded SecurityeSIMs incorporate security features to protect user information and authentication. The use of embedded security elements helps safeguard the digital identity of the device and user. Future ProofedeSIM technology is considered future-proof because it facilitates easier device management, software updates, and...

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### Mobile Data

> Mobile data is the wireless transmission of digital information between mobile devices and the internet or other networks. This enables users to access the internet and communicate through applications on their mobile devices without requiring a fixed physical connection.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-data-and-how-does-it-work/

Mobile data is the wireless transmission of digital information between mobile devices and the internet or other networks.

KNOWLEDGE BASEMobile DataWhat is mobile data? Mobile data is the wireless transmission of digital information between mobile devices and the internet or other networks. This enables users to access the internet and communicate through applications on their mobile devices without requiring a fixed physical connection.  It is a fundamental component of modern mobile communication, supporting a wide range of applications and services on mobile devices. How does Mobile Data work? Data TransmissionMobile data is transmitted wirelessly through radio waves. Mobile devices have built-in radio transceivers that communicate with nearby cell towers or base stations. These towers are part of the mobile network infrastructure and are strategically located to provide coverage in specific geographic areas. Cellular NetworksMobile data operates on cellular networks, which are composed of interconnected cell towers that form a network. Each cell tower covers a particular geographic area, and as users move, their devices seamlessly switch between adjacent towers, maintaining continuous connectivity. SIM CardsSubscriber Identity Module (SIM) cards are small cards inserted into mobile devices that contain unique identification information for the user and the device. The SIM card is associated with a specific mobile carrier, and it plays a crucial role in authenticating the device on the network. Data PlansUsers subscribe to mobile data plans provided by their chosen carrier. These plans typically specify the amount of data users can consume within a specific billing cycle. Data plans may include a combination of data for internet browsing, messaging, app usage, and other online activities. Radio FrequenciesMobile data is transmitted using radio frequencies within the radio...

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### Dual Sim Card

> A dual SIM card refers to a mobile device or phone that is equipped with two SIM card slots, allowing the device to support and operate with two separate SIM cards simultaneously.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-dual-sim-card/

A dual SIM card refers to a mobile device or phone that is equipped with two SIM card slots, allowing the device to support and operate with two separate SIM cards simultaneously. 

KNOWLEDGE BASEDual SIM CardWhat is a dual sim card? A dual SIM card refers to a mobile device or phone that is equipped with two SIM card slots, allowing the device to support and operate with two separate SIM cards simultaneously. Each SIM card is associated with a specific mobile network and phone number, and users can manage calls, messages, and data usage independently for each SIM. What are the benefits of dual SIM cards? Two Phone NumbersWith a dual SIM phone, users can have two different phone numbers associated with the same device. This is particularly useful for individuals who want to separate personal and business contacts or maintain separate lines for various purposes. Network FlexibilityDual SIM phones allow users to connect to and use services from two different mobile networks. This can be beneficial in situations where one network offers better coverage or lower rates for specific services. Cost SavingsUsers can take advantage of cost-effective plans or promotions from two different mobile carriers, potentially saving money on voice calls, text messages, and data usage. International TravelDual SIM phones are popular among international travellers. Users can keep their home country's SIM card active for calls from family and friends while using a local SIM card in the destination country for more affordable local calls and data. Call ManagementUsers can customise how calls are managed for each SIM card. For example, they may choose which SIM card to use for outgoing calls, specify a default SIM for data usage, or route incoming calls to a specific SIM. Data...

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### Coverage

> Mobile network coverage refers to the geographical extent or reach of a mobile telecommunications network, indicating the areas where mobile devices can connect to and utilise the services provided by the network.

- Published: 2023-12-27
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-network-coverage/

Mobile network coverage refers to the geographical extent or reach of a mobile telecommunications network.

KNOWLEDGE BASEMobile Network CoverageWhat is a mobile network coverage? Mobile network coverage refers to the geographical extent or reach of a mobile telecommunications network, indicating the areas where mobile devices can connect to and utilise the services provided by the network. It essentially defines the geographic footprint within which mobile phones and other wireless devices can access voice and data services from a specific mobile service provider. What are the key elements of mobile network coverage? Geographic AreaMobile network coverage is expressed in terms of the geographic area covered by the network. This coverage area is divided into regions served by individual cell towers or base stations. Signal StrengthWithin the coverage area, the strength of the mobile signal can vary. Signal strength is crucial for ensuring clear voice calls, fast data speeds, and reliable connectivity. Areas with stronger signals generally provide better service quality. Cell Towers/Base StationsMobile networks are composed of a network of cell towers or base stations strategically located to provide coverage. Each tower serves a specific geographic area, and the network's coverage is determined by the arrangement and density of these towers. Rural vs. Urban CoverageMobile network coverage may differ between urban and rural areas. Urban areas typically have denser coverage due to higher population density and demand, while rural areas may have fewer cell towers, resulting in potentially less comprehensive coverage. Technology GenerationThe generation of mobile technology (e. g. , 2G, 3G, 4G, 5G) used by a network also influences coverage. Newer technologies often provide faster data speeds and better coverage than older ones. RoamingMobile network...

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### Calling Plan

> A mobile calling plan, also known as a mobile phone plan or mobile service plan, is a subscription-based service offered by a telecommunications provider that allows users to make voice calls, send text messages, and use data on their mobile devices.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-a-calling-plan/

A mobile calling plan, also known as a mobile phone plan or mobile service plan, allows users to make voice calls, send text messages, and use data on their mobile devices.

KNOWLEDGE BASEMobile Calling PlanWhat is a mobile calling plan? A mobile calling plan, also known as a mobile phone plan or mobile service plan, is a subscription-based service offered by a telecommunications provider that allows users to make voice calls, send text messages, and use data on their mobile devices. These plans typically involve a monthly or prepaid arrangement and come with specific terms, features, and pricing. What does a mobile calling plan typically include? Voice CallsMobile calling plans include a certain number of minutes for voice calls. Users are allocated a specific amount of talk time per month, and any usage beyond that may incur additional charges. Text Messaging (SMS)Most mobile plans include a certain number of text messages (SMS) that users can send each month. Some plans also offer unlimited texting. Data AllowanceMobile plans often include a data allowance for internet access, email, app usage, and other online activities. Data allowances are measured in gigabytes (GB) and can vary widely among different plans. Network CoverageThe plan may specify the coverage area provided by the telecommunications provider. This information is crucial for users to understand where they can use their mobile services without incurring additional roaming charges. Additional FeaturesMobile plans may offer additional features such as voicemail, call waiting, call forwarding, and conference calling. These features enhance the overall functionality of the mobile service. Contract LengthPostpaid plans typically involve a contract that specifies the length of the commitment, often ranging from 12 to 36 months. Prepaid plans, on the other hand, operate on a pay-as-you-go basis without...

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### Bluetooth

> Bluetooth is a technology that enables devices to communicate wirelessly. Operating on short-range radio frequency, any device equipped with Bluetooth can communicate as long as it remains within the specified distance.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-bluetooth/

Bluetooth is a technology that enables devices to communicate wirelessly. Any device equipped with Bluetooth can communicate as long as it remains within the specified distance.

KNOWLEDGE BASEBluetoothWhat is Bluetooth on a mobile device? Bluetooth on a mobile device is a wireless technology that allows the device to establish short-range communication with other Bluetooth-enabled mobile devices, audio accessories and IoT. It facilitates the exchange of data without the need for physical cables. Bluetooth is found on the majority of modern mobile devices, tablets and laptops and accessories.  How can you use Bluetooth on a mobile device? File Sharing Bluetooth enables users to share files, such as photos, videos, and documents, between two Bluetooth-enabled devices. This is often used for quick and convenient file transfer without relying on an internet connection. Wireless AudioBluetooth is widely used for wireless audio connections. Users can connect their mobile devices to Bluetooth-enabled headphones, speakers, car audio systems, or other audio devices, allowing for a cable-free listening experience. Peripheral ConnectivityMobile devices can connect to Bluetooth-enabled peripherals like keyboards, mice, and printers. This can be useful for increased productivity, especially when working on documents or presentations using a tablet or smartphone. TetheringBluetooth tethering allows a mobile device to share its internet connection with another device, such as a laptop or tablet. This is useful when Wi-Fi or cellular data is not available, providing a way to get online. Hands-Free CallingMany cars and accessories support Bluetooth hands-free calling. Users can connect their mobile phones to their car's audio system or a Bluetooth headset, allowing them to make and receive calls without physically handling the phone. Wearable DevicesBluetooth is commonly used to connect mobile devices to wearables like smartwatches and fitness trackers. This enables...

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### Android

> An Android mobile device refers to a smartphone, tablet, or other portable device that runs on the Android operating system (OS). Android is a mobile operating system and one of the most widely used operating systems for mobile devices globally.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-an-android-mobile-device/

An Android mobile device runs on the Android operating system (OS). Android is a mobile operating system and one of the most widely used operating systems for mobile devices globally.

KNOWLEDGE BASEAndroid Mobile Device What is an android mobile device? An Android mobile device refers to a smartphone, tablet, or other portable device that runs on the Android operating system (OS). Developed by Google, Android has become the operating system of choice for a wide variety of mobile devices, ranging from budget-friendly smartphones to high-end flagship devices and tablets. Due to its flexibility, diverse app ecosystem, and widespread adoption, Android has a significant presence in the global mobile market. The benefits of Android mobile devicesOpen Source operating SystemAndroid devices are powered by the Android operating system, which is an open-source platform based on the Linux kernel. This operating system is designed for touch-screen devices and supports a wide range of applications. App EcosystemAndroid has a vast and diverse ecosystem of applications, commonly referred to as "apps. " These apps are available for download and installation through the Google Play Store, which is the official app distribution platform for Android. Highly customisableAndroid is known for its high level of customisation. Users can personalise their device's appearance, including the home screen, widgets, and themes. Additionally, Android allows users to install third-party apps that can modify various aspects of the user interface. Google Services IntegrationAndroid devices often come pre-installed with a suite of Google services, including Gmail, Google Maps, Google Drive, and the Google Chrome web browser. These services are tightly integrated into the Android ecosystem. Notification SystemAndroid features a robust notification system that provides users with updates and alerts from apps, messages, and other sources. Notifications can be accessed from the...

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### Airtime

> Mobile airtime refers to the amount of time for which a mobile phone user can make voice calls, send text messages, or use data services on their device. As users make calls or send texts, the corresponding amount of airtime is deducted from their prepaid balance.

- Published: 2023-12-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-mobile-airtime/

Mobile airtime refers to the amount of time for which a mobile phone user can make voice calls, send text messages, or use data services on their device. 

KNOWLEDGE BASEMobile AirtimeWhat is mobile airtime? Mobile airtime refers to the amount of time for which a mobile phone user can make voice calls, send text messages, or use data services on their device. For prepaid mobile plans, airtime is typically purchased in advance, and the user consumes it as they make calls, send texts, or use data.  What are the different types of mobile airtime? Voice Calls and Text MessagesTraditionally, airtime primarily referred to the minutes allocated for making voice calls and the number of text messages that a user could send. As users make calls or send texts, the corresponding amount of airtime is deducted from their prepaid balance. Data UsageWith the increasing prevalence of smartphones and mobile data usage, the concept of airtime has expanded to include data usage. In this context, airtime represents the amount of time a user can spend accessing the internet, using mobile apps, and performing other data-related activities.  It's important to note that the specific terms and billing structures can vary between mobile service providers and regions. Businesses should refer to their mobile service provider's terms and conditions to understand how airtime is defined and utilised in their mobile call plan. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We have a dedicated mobile consultancy team who are technology agnostic in their consultative approach to business mobile, mobile security and...

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### 5G

> 5G is the 5th generation mobile network. 5G delivers higher multi-Gbps peak data speeds, ultra low latency, more reliability, massive network capacity, increased availability, and a more uniform user experience to more users.

- Published: 2023-12-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-5g/

5G delivers higher multi-Gbps peak data speeds, ultra low latency, more reliability, massive network capacity, increased availability, and a more uniform user experience to more users. 

KNOWLEDGE BASE5GWhat is 5G? 5G is the 5th generation mobile network. 5G delivers higher multi-Gbps peak data speeds, ultra low latency, more reliability, massive network capacity, increased availability, and a more uniform user experience to more users. 5G represents a transformative step in mobile communication technology, promising faster speeds, lower latency, increased reliability, and the ability to support a wide range of emerging applications and services. What are the key features of 5G? High Data Speeds5G aims to deliver peak data speeds in the multi-Gigabits per second range, significantly surpassing the speeds offered by previous generations. This enables faster downloads, smoother streaming, and overall improved data performance. Ultra-Low Latency5G networks are designed to minimise latency, the delay between sending and receiving data. This ultra-low latency is crucial for applications that require real-time responsiveness, such as augmented reality (AR), virtual reality (VR), and autonomous vehicles. Increased Reliability5G networks enhance reliability, ensuring a more stable and consistent connection even in crowded or high-traffic areas. This is essential for applications that demand continuous connectivity, such as critical communications and mission-critical IoT (Internet of Things) devices. Massive Network CapacityWith a significant increase in network capacity, 5G can support a vast number of simultaneous connections, accommodating the growing number of devices and applications that rely on wireless connectivity. Increased Availability5G networks aim to provide more widespread coverage, making high-speed internet access available in more locations, including rural and remote areas. Uniform User Experience5G strives to offer a consistent and reliable user experience across diverse scenarios and locations, ensuring that users receive optimal performance...

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### 4G

> 4G is the fourth generation of cellular technology that was deployed on mobile networks and across mobile phones. It has since been replaced by 5G.

- Published: 2023-12-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-4g/

4G represents a significant advancement over 3G and is characterised by faster data transfer rates, improved network capacity, and enhanced overall performance.

KNOWLEDGE BASE4GWhat is 4G? 4G is the fourth iteration of mobile telecommunication technology. It represents a significant advancement over 3G and is characterised by faster data transfer rates, improved network capacity, and enhanced overall performance. 4G technology was designed to provide a more efficient and robust platform for mobile communication and data services and has since been demoted with the introduction of 5G. What are the key features of 4G? High Data Transfer SpeedsOne of the main advantages of 4G is its significantly higher data transfer speeds compared to 3G. This enables faster download and upload speeds, improving the overall user experience for data-intensive applications. Increased Network Capacity4G networks have a higher capacity to handle more simultaneous connections and data traffic, resulting in improved network performance, especially in densely populated areas. Low Latency4G technology reduces network latency, contributing to a more responsive and real-time experience for applications such as online gaming, video conferencing, and other interactive services. Advanced Multimedia Support4G networks provide robust support for multimedia applications, including high-definition video streaming, video conferencing, and other media-rich content. Enhanced Voice QualityWhile data services are a focal point, 4G also brings improvements to voice communication, offering clearer and more reliable voice calls. Mobile Broadband Access4G is often associated with providing high-speed mobile broadband access, enabling users to have fast and reliable internet connectivity on their mobile devices. Advanced Network Architecture4G networks use advanced network architectures, such as Long-Term Evolution (LTE) technology, to deliver improved performance and efficiency. The introduction of 4G technology marked a significant leap in mobile communication capabilities, providing a...

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### 3G

> 3G is the third generation of cellular technology that was deployed on mobile networks and across mobile phones. It has since been replaced by 4G and 5G.

- Published: 2023-12-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-3g/

3G is the third generation of cellular technology that was deployed on mobile networks and across mobile phones. It has since been replaced by 4G and 5G.

KNOWLEDGE BASE3GWhat is 3G? 3G, or third-generation, refers to the third iteration of mobile telecommunication technology. It represented a significant advancement over 2G and introduced improved capabilities for mobile communication and data services.  The introduction of 3G technology marked a significant step forward in the evolution of mobile communication, setting the stage for subsequent generations such as 4G and 5G, each bringing further improvements in speed, capacity, and capabilities. What are the key features of 3G? High Data Transfer Rates3G networks offer higher data transfer speeds compared to earlier generations, enabling faster internet browsing, video streaming, and other data-intensive applications. Enhanced Voice QualityImproved voice quality is a notable feature of 3G, providing clearer and more reliable voice communication. Multimedia Support3G networks are designed to support multimedia applications, allowing users to engage in video calls, download and stream video content, and access a variety of multimedia services. Global RoamingLike its predecessors, 3G networks support global roaming, enabling users to use their devices in different regions and countries with compatible networks. Broadband Wireless Access3G technology is often associated with providing a form of wireless broadband access, bridging the gap between traditional mobile communication and high-speed internet services. Advanced Mobile Services3G paved the way for advanced mobile services, including mobile internet access, location-based services, and a variety of mobile applications beyond simple voice and text messaging. Speak to a consultant We are accredited partners with Related Pages Mobile Glossary  How Opus' telecoms consultants can assist you Opus one of the leading mobile resellers in the UK across EE, Vodafone and 02. We...

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### GPRS

> GPRS, or General Packet Radio Service, was a notable advancement in mobile data services within the context of 2.5G technology. It was an improvement over traditional circuit-switched data services utilised in 2G networks.

- Published: 2023-12-27
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-gprs/

GPRS, or General Packet Radio Service, was a notable advancement in mobile data services within the context of 2.5G technology. 

KNOWLEDGE BASEGPRSWhat is GPRS? GPRS, or General Packet Radio Service,  was a notable advancement in mobile data services within the context of 2. 5G technology. It emerged as an improvement over traditional circuit-switched data services utilised in 2G networks. Unlike its predecessor, GPRS relies on packet-switching technology, breaking down data into packets for more efficient transmission over the network. This departure from circuit-switched systems, primarily designed for voice calls, marked a shift towards enhanced data handling. An essential characteristic of GPRS is its provision of an "always-on" connectivity feature. This means that users can maintain a persistent connection to the internet or other data services without the need to establish a new connection for each session. This continuous connectivity represents a departure from the on-demand nature of earlier data services, offering greater convenience for users engaging in various online activities. In terms of data speeds, GPRS represents a moderate improvement over traditional 2G technologies. While it is faster than its predecessor, with typical speeds ranging from 56 to 114 kbps (kilobits per second), it still falls short of the higher data speeds associated with later generations like 3G and 4G. Crucially, GPRS is designed to be backward compatible with existing 2G networks, ensuring a smooth transition and coexistence of both voice and data services. This compatibility facilitated the integration of GPRS into mobile networks without disrupting the established communication infrastructure. GPRS played a pivotal role in the early development of mobile data applications. It laid the foundation for various functionalities, including basic web browsing, email services,...

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### 2G

> Launched in 1991, 2G transitions analogue to digital communication standards. Although both 1G and 2G employ digital signalling to link radio towers with the broader mobile infrastructure, 2G introduces digital data services for mobile devices.

- Published: 2023-12-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/what-is-2g/

2G marked a significant advancement by transitioning from analogue to digital communication standards and introduced digital data services for mobile devices. 

KNOWLEDGE BASE2GWhat is 2G? 2G, short for "second generation," represents the evolution of mobile phone technology following the initial 1G (first generation) networks introduced in the 1980s. Launched in 1991, 2G marks a significant advancement by transitioning from analogue to digital communication standards. Although both 1G and 2G employ digital signalling to link radio towers with the broader mobile infrastructure, 2G introduces digital data services for mobile devices. This technological leap included the advent of SMS messages and facilitates digitally-encrypted phone conversations, enhancing the overall capabilities and security of mobile communications. Core Benefits of 2G2G mobile networks, served as a crucial advancement in mobile telecommunications, providing several key features and services:Digital Voice Communication2G introduced digital voice communication, replacing the analog systems used in 1G. This resulted in clearer and more efficient voice calls. SMSOne of the significant additions with 2G was the introduction of SMS, allowing users to send and receive text messages. SMS quickly became a widely used and popular communication method. Data ServicesWhile relatively basic compared to modern standards, 2G marked the beginning of mobile data services. It enabled simple data transfers, which laid the groundwork for future mobile data technologies. Data Encryption2G networks introduced digital encryption for voice calls, enhancing the security of mobile communications. This was a significant improvement over the less secure analog systems used in 1G. Global Roaming2G networks standardised communication protocols, making it easier for users to roam and use their mobile devices across different networks and countries. Improved Spectrum EfficiencyThe digital nature of 2G networks allowed for more efficient...

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### VoIP

> Voice over Internet Protocol (VoIP) telephony is a technology that enables voice communication and multimedia sessions over the internet rather than traditional telephone networks.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-voip-telephony/

Voice over Internet Protocol (VoIP) telephony is a technology that enables voice communication and multimedia sessions over the internet rather than traditional telephone networks. 

KNOWLEDGE BASEVoIP TelephonyWhat is VoIP Telephony? Voice over Internet Protocol (VoIP) telephony is a technology that enables voice communication and multimedia sessions over the internet rather than traditional telephone networks. With VoIP, analog voice signals are converted into digital data packets, which are then transmitted over the internet and reconverted into audio at the receiving end. This digital communication method offers an alternative to the traditional Public Switched Telephone Network (PSTN) and has become increasingly popular for its cost-effectiveness, flexibility, and additional features. Key aspects of VoIP telephony Digitisation of Voice Signals VoIP converts analog voice signals into digital data by breaking them into packets. These packets are then transmitted over the internet. Internet Transmission Instead of relying on dedicated telephone lines, VoIP uses the existing internet infrastructure for communication. This can result in cost savings, especially for long-distance and international calls. Cost Efficiency VoIP services often provide lower-cost alternatives for both domestic and international calling compared to traditional phone services. Many VoIP providers offer flat-rate plans or per-minute billing, contributing to cost savings. Flexibility and Mobility VoIP allows users to make calls from anywhere with an internet connection. This flexibility is particularly valuable for remote workers or individuals who need to stay connected while on the go. Additional Features VoIP telephony often comes with a range of additional features not commonly found in traditional phone services. These may include video calling, instant messaging, voicemail-to-email, call forwarding, and conference calling. Integration with Other Systems VoIP systems can be integrated with other...

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### Voicemail to Email

> Voicemail to email is a feature of VoIP phone systems that directs voicemail messages to your email inbox as audio files.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-voicemail-to-email/

Voicemail to email is a feature of VoIP phone systems that directs voicemail messages to your email inbox as audio files. 

KNOWLEDGE BASEVoicemail to EmailWhat is Voicemail to Email? Voicemail to email functionality is a feature commonly found in VoIP (Voice over Internet Protocol) phone systems. It is designed to enhance the accessibility and convenience of voicemail management. With this functionality, voicemail messages are automatically forwarded and delivered to the user's email inbox as audio files allowing users to access and listen to their voicemail messages directly from their email accounts without having to call a traditional voicemail system. This feature streamlines the voicemail retrieval process, providing users with the flexibility to listen to their messages from any device with email access. By receiving voicemail notifications and audio files in their email, users can efficiently manage and respond to voicemail messages, making communication more seamless and adaptable to various workflows. Voicemail to email functionality is particularly beneficial for individuals who prioritise accessibility, mobility, and integration with their email communication platform. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms...

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### VLAN

> A Virtual LAN (VLAN) is a logical overlay network that categorises a subset of devices sharing a physical LAN, effectively segregating the traffic for each specific group.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-vlan/

A Virtual LAN (VLAN) is a logical overlay network that categorises a subset of devices sharing a physical LAN, effectively segregating the traffic for each specific group.

KNOWLEDGE BASEVLANWhat is a VLAN? A Virtual LAN (VLAN) is a logical segmentation of a physical network into distinct, isolated groups, allowing devices within each VLAN to communicate as if they are on a private network, even though they may share the same physical infrastructure. VLANs are created to enhance network efficiency, security, and flexibility. VLANs play a crucial role in network management by providing a flexible, secure, and scalable way to organise and control network traffic. They are especially beneficial in large and complex network environments where efficient resource utilisation and security are top priorities. What are the main reasons for implementing a VLAN? Network SegmentationVLANs enable the division of a large, flat network into smaller segments. This segmentation helps to manage network traffic more effectively, reducing congestion and improving overall performance. SecurityBy isolating devices into separate VLANs, organisations can enhance network security. Users in one VLAN typically cannot communicate directly with devices in another VLAN, adding an extra layer of protection against unauthorised access and potential security breaches. Broadcast ControlIn a traditional network, broadcast messages are sent to all devices, causing unnecessary traffic and reducing network performance. VLANs limit the scope of broadcast traffic to devices within the same VLAN, preventing it from unnecessarily traversing the entire network. Flexibility and ScalabilityVLANs provide flexibility in network design and facilitate easier management of network changes. When organisations grow or restructure, VLANs can be adjusted or created to accommodate changes without the need for physical network alterations. Resource OptimisationVLANs allow for more efficient use of network resources. Resources can...

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### UCaaS

> Unified Communications as a Service (UCaaS), consolidates applications and services such as calling, chatting, video, and audio conferencing into a single platform hosted in the cloud.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-does-ucaas-mean/

UCaaS is a cloud-based platform that integrates various communication and collaboration tools, including calling, chatting, video, and audio conferencing, into a unified and cohesive solution.

KNOWLEDGE BASEUCaaSWhat is UCaaS? Unified Communications as a Service (UCaaS) is a cloud-based platform that integrates various communication and collaboration tools, including calling, chatting, video, and audio conferencing, into one central cloud based solution. One of the key features of UCaaS is the convergence of different communication methods.  The cloud-based nature of UCaaS provides businesses with flexibility and scalability. Instead of relying on on-premise telephony infrastructure, businesses can access UCaaS solutions over the internet. This not only reduces the burden of maintaining physical hardware but also allows for easy scalability to accommodate the evolving communication requirements of a growing business. UCaaS also promotes collaboration by providing a unified interface for users. Whether employees are working in the office or remotely, they can access the same set of communication tools through the cloud creating a comprehensive and integrated communication ecosystem that goes beyond traditional voice calls to support the varied ways in which modern businesses interact. UCaaS solutions often include additional features that contribute to a richer communication experience. These may encompass file sharing, presence indicators, integration with other business applications, and more.  The adoption of UCaaS is driven by its ability to enhance communication efficiency, reduce costs associated with traditional telephony infrastructure, and adapt to the changing dynamics of the modern workplace.   Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified...

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### Toll Fraud

> Toll fraud is a prevalent form of organised crime. Whether your telephony system is analog, digital, or IP-based, criminals utilise sophisticated software to breach passwords, bypass firewalls, and infiltrate your phone system.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-toll-fraud/

Toll fraud is a prevalent form of organised crime. Whether your telephony system is analog, digital, or IP-based, criminals utilise sophisticated software to breach passwords, bypass firewalls, and infiltrate your phone system. 

KNOWLEDGE BASEToll FraudWhat is Toll Fraud? Toll fraud is a type of telecommunications fraud where unauthorised individuals exploit vulnerabilities in phone systems to make fraudulent calls at the expense of the system owner. This form of organised crime can target analog, digital, or IP-based telephony systems. Fraudsters employ advanced software to crack passwords, bypass firewalls, and hack into phone systems. How is toll fraud performed? Once unauthorised access is gained, the perpetrators make illegal calls to destinations worldwide, passing off the stolen call time as legitimate traffic. Toll fraud often involves a link to organised criminal groups posing as legitimate businesses. In many cases, businesses may remain unaware of the fraudulent activity until they receive unexpectedly high telephone bills, which results in significant financial losses for the affected business. To mitigate the risk of toll fraud, businesses can implement toll fraud prevention technologies to help detect and prevent unauthorised access reducing the risk of toll fraud. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of...

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### Softphone

> Softphones are phone systems that operate over the internet and can be used on any connected device. They enable users to place phone calls through the internet, eliminating the requirement for specialised hardware.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-softphone/

Softphones are phone systems that operate over the internet and can be used on any connected device. They enable users to call via the internet, eliminating the requirement for specialised hardware.

KNOWLEDGE BASESoftphonesWhat is a Softphone? A softphone is an internet-based phone system that offers compatibility with various connected devices. It enables users to initiate phone calls through the internet without the need for dedicated hardware, aiming to replicate the straightforward functionality of traditional phone systems. Key components of a softphone system include the interface, acting as the communication platform between the user and device, and the engine, which manages call processing through APIs. Softphone systems are commonly provided by VoIP (Voice over Internet Protocol) providers, granting users access to familiar features. These systems function across most devices and, leveraging VoIP technology, facilitate calls to and from anywhere at any time. Softphones extend beyond voice calls, incorporating video and messaging communication options—features crucial for the growing trend of remote work. Additional functionalities encompass contact directories, extension dialing, caller IDs, as well as traditional capabilities like call holding and transfers. How does a softphone work? VoIP-based softphone systems operate by transmitting voice data to recipients, breaking it into binary code. The recipient device decodes the binary code, restoring the original voice data and its associated sound. Despite its web-based nature, the softphone system can be linked to real telephone numbers, making it accessible to landline phones and enhancing its versatility. Cloud-based softphone systems offer maximum flexibility for remote work scenarios, while browser-based versions can also effectively support them. Reliable internet connection strength and ample bandwidth are crucial for call quality and latency prevention. Remote adjustments to routers can prioritise voice data packets. A cloud-based system allows users to free themselves from...

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### SIP Trunks

> Modern SIP trunking refers to a virtual link between your PBX and the standard phone network (the PSTN), using an internet connection. A SIP trunk refers to a bundle of phone lines shared between users.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-sip-trunk/

Modern SIP trunking refers to a virtual link between your PBX and the standard phone network (the PSTN), using an internet connection. 

KNOWLEDGE BASESIP TrunkWhat is a SIP Trunk? A SIP trunk, or Session Initiation Protocol trunk, is a virtual communication link that enables the delivery of voice and other unified communications services over the internet. It serves as a modern alternative to traditional telephone lines, allowing businesses to make and receive calls using the Internet Protocol (IP). SIP trunks facilitate the transmission of voice, video, and other multimedia sessions between an organisation's private branch exchange (PBX) and the service provider's network. By adopting SIP trunks, businesses can modernise their communication infrastructure, achieve cost savings, and enjoy the benefits of enhanced flexibility and scalability.   The business benefits of SIP Trunks Session Initiation Protocol (SIP) SIP, a signalling protocol, is used to initiate, manage, modify, and terminate real-time sessions that involve video, voice, messaging, and other communications applications and services. Internet Telephony Service Provider (ITSP) SIP trunks are typically provided by Internet Telephony Service Providers. These providers deliver the SIP trunk service, connecting the organisation's PBX to the public switched telephone network (PSTN) or other communication networks. IP Network Connectivity SIP trunks use internet connectivity to establish communication links, eliminating the need for traditional physical phone lines. This enables more efficient and cost-effective communication. Multiplexing SIP trunks can support multiple communication sessions concurrently, allowing for simultaneous inbound and outbound calls over a single trunk. Flexibility and Scalability One of the key advantages of SIP trunks is their flexibility. Organisations can easily scale up or down by adding or removing SIP trunks based on their...

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### SIP Channel

> SIP channels represent the modernised digital counterpart to conventional phone lines. SIP channels are a dynamic solution for businesses seeking scalable and efficient communication infrastructure without the constraints of traditional wiring limitations.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-sip-channel/

SIP channels are a dynamic solution for businesses seeking scalable and efficient communication infrastructure without the constraints of traditional wiring limitations.

KNOWLEDGE BASESIP ChannelsWhat is a SIP channel? SIP channels, also known as Session Initiation Protocol channels, signify a contemporary and digitised evolution of the traditional phone line infrastructure. In the context of telecommunications, each SIP channel is designed to adeptly manage two concurrent calls—a bidirectional capability that encompasses both outbound and inbound communication. What sets SIP channels apart from their physical counterparts is their inherent flexibility. Unlike the rigid nature of traditional phone lines that necessitate intricate wiring adjustments, SIP channels offer a remarkable level of adaptability. Businesses can effortlessly integrate additional SIP channels based on their evolving communication needs, eliminating the cumbersome requirement for extensive rewiring. This digital adaptability not only streamlines the communication process but also positions SIP channels as a dynamic and scalable solution for businesses seeking modern, efficient, and easily expandable communication infrastructure. See also SIP. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get in touch

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### Session Initiation Protocol (SIP)

> Session Initiation Protocol, known as SIP is a versatile communication protocol used for initiating and terminating multimedia sessions over the internet, including voice and video calls.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-session-initiation-protocol-sip/

Session Initiation Protocol, known as SIP is a versatile communication protocol used for initiating and terminating multimedia sessions over the internet, including voice and video calls.

KNOWLEDGE BASESession Initiation Protocol (SIP)What is SIP? SIP, or Session Initiation Protocol, serves as a versatile communication protocol designed for initiating and terminating multimedia sessions over the internet. Its standardised nature ensures flexibility and compatibility, allowing seamless communication across diverse devices and applications. Employing Uniform Resource Identifiers (URIs) for addressing and relying on proxy servers for message routing, SIP plays a crucial role in the realm of Voice over IP (VoIP) and real-time communication, facilitating the establishment and management of internet-based communication sessions. Types of Businesses who benefit from SIP Businesses spanning various industries find significant value in implementing SIP for their communication needs. Whether small, medium, or large enterprises, SIP proves well-suited for those seeking versatile and scalable solutions. Small and medium-sized businesses benefit from SIP's cost-effectiveness and scalability, offering a seamless alternative to traditional telephony without substantial hardware investments. Large enterprises appreciate SIP's versatility and integration capabilities, providing a unified platform for diverse communication channels, especially for organizations with distributed teams. Key benefits of SIP SIP offers a range of benefits, making it a widely adopted communication protocol for real-time interactions over the internet. Versatility: Supporting multimedia communication, including voice and video calls, SIP provides a flexible platform for diverse communication needs. Interoperability: As a standardised protocol, SIP promotes interoperability among different devices and applications, ensuring seamless communication between systems from different vendors. Scalability: Highly scalable, SIP adapts to the changing communication needs of organisations, making it suitable for businesses of all sizes. Cost-Effectiveness: SIP is associated with reduced...

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### Session Border Controller (SBC)

> A Session Border Controller (SBC) is a network function designed to enhance the security of Voice over IP (VoIP) infrastructures.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-session-border-controller/

A Session Border Controller (SBC) is a network function designed to enhance the security of Voice over IP (VoIP) infrastructures. 

KNOWLEDGE BASESession Border Controller (SBC)What is a Session Border Controller? A Session Border Controller (SBC) is a critical component in telecommunications, securing Voice over IP (VoIP) infrastructures and enabling interoperability among different signalling messages and media flows. Deployed in both enterprise and carrier networks, SBCs manage demarcation points between users and service providers, ensuring the security of communication sessions.  Originally supporting various signalling types, modern SBCs primarily focus on securing SIP infrastructures. They play a crucial role in providing interworking between protocol versions and optional headers, enhancing security through ingress Access Control Lists (ACLs), rate limiting, and message processing.  SBCs also handle media traffic, ensuring the security of Real-Time Transport Protocol (RTP) flows and allowing for transcoding. In contemporary implementations, signalling and media components are decoupled for greater flexibility and scalability, aligning with the IP Multimedia System (IMS) reference architecture. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get in touch

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### PSTN

> PSTN is short for Public Switched Telephone Network. It is the traditional telephone system used for voice-oriented communications. It consists of multiple interconnected carriers to reliably connect people through standard phone numbers.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-pstn/

PSTN is short for Public Switched Telephone Network. It is the traditional telephone system used for voice-oriented communications. 

KNOWLEDGE BASEPublic Switched Telephone Network (PSTN)What is PSTN? The Public Switched Telephone Network (PSTN) is a widespread and fundamental telecoms infrastructure that has played a crucial role in facilitating voice communication for decades. This network forms the backbone of traditional landline phone services and connects a vast array of users worldwide. PSTN operates through a system of interconnected carriers, including telecommunication companies and service providers. The primary function of the PSTN is to establish and maintain voice communication by utilizing standard telephone numbers. When a person initiates a call, the PSTN routes the call through a series of switches, exchanges, and transmission lines to ensure a reliable connection between the calling and receiving parties. PSTN is its reliable and stable and provides a dependable means for individuals and businesses to connect globally. However, with the advent of digital technologies and the internet, alternative communication methods like Voice over Internet Protocol (VoIP) have gained popularity, challenging the traditional dominance of the PSTN. Despite evolving technologies, the PSTN continues to serve as a critical component of global communication networks. It remains an integral part of telecommunications, especially in areas where digital infrastructure is still developing or in situations where the robustness of a wired network is essential for mission-critical communication. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications,...

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### Number Porting

> Number porting is the process of transferring an existing phone number to another provider. There are two types of number porting, local number porting and full mobile number porting.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-number-porting/

Number porting is the process of transferring an existing phone number to another provider. There are two types of number porting, local number porting and full mobile number porting. 

KNOWLEDGE BASENumber PortingWhat is Number Porting? Number porting is the process of transferring an existing phone number to another provider. There are two types of number porting, local number porting and full mobile number porting. Local number porting deals with number porting that relates to fixed lines. Full mobile number porting relates to the process of changing your mobile number to a different service provider, upgrading your existing service, or moving the number to a different location entirely. The differences between Call Forwarding and Number PortingNumber porting is typically a permanent action that involves moving a phone number to a new provider, resulting in the closure of the old account associated with the number. In contrast, call forwarding maintains the old account association of the number but redirects calls to another number or individual. The benefits of Number PortingHistorically, changing telecom providers meant acquiring a new phone number, prompting businesses to endure the inconvenience of retaining vendors longer than desired. Number porting eliminates this challenge, granting businesses the flexibility to switch communication providers without the need to inform customers and clients of the number change. From the customer's perspective, everything remains unchanged, while the organisation benefits from the services of a communication provider that aligns with its business needs. When to Port Business Phone NumbersWhen porting numbers to a new provider, the porting process should precede the service switch to ensure seamless continuity of service. Completing the porting before the service transition guarantees zero interruption. Only after the porting process is finalised should the business...

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### Private Branch Exchange System (PBX)

> A Private Branch Exchange (PBX) is a communication system that plays a vital role in facilitating an organisation's internal and external communications. A PBX connects various communication devices, including hubs, switches and telephone adapters.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-private-branch-exchange/

A Private Branch Exchange (PBX) is a communication system that plays a vital role in facilitating an organisation's internal and external communications.

KNOWLEDGE BASEPrivate Branch Exchange System (PBX)What is Private Branch Exchange System? A Private Branch Exchange (PBX) is a communication system that plays a vital role in simplifying and strengthening an organisation's internal and external communications. Essentially, a PBX connects various communication devices, including hubs, switches, telephone adapters, routers, and phone sets. While the size and complexity of PBX systems vary, they range from simple at-home setups upgrading traditional phone lines to sophisticated corporate communication systems owned and operated by individual enterprises. What does a PBX system do?   A PBX system facilitates the use of multiple phone lines within an organisation, it accomplishes this by dividing a single phone line into private lines identified by extensions, usually assigned 3 or 4-digit numbers. This approach not only simplifies customer access through a single phone number but also enables free internal phone communication. Additionally, PBX systems empower Voice over Internet Protocol (VoIP) communication. The primary call processing duties of a PBX system  Establishing connections between the phone sets of two users. Maintaining connections for the duration required by users. Disconnecting connections based on user requirements. Providing information to the organisation for accounting and analytics. Modern PBX systems offer an array of features, which may vary between systems. Commonly provided features include call management (call blocking, forwarding, logging, transfer, and waiting), streamlined customer experiences (call recording, voicemail, Interactive Voice Response (IVR), and Direct Inward Dialling (DID), and internal communications (conference calls and extensions). IP-PBX Systems With the advent of Internet Protocol (IP) telephony (VoIP),...

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### On Premise PBX Telephony

> An on-premises phone system is established within the physical business premises, the data server for the phone system is located within your office.

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-on-premise-pbx-telephony/

An on-premises phone system is established within the physical business premises, the data server for the phone system is located within your office. 

KNOWLEDGE BASEOn premise PBX TelephonyWhat is On Premise PBX Telephony? An on-premise phone system is established within the physical premises of your company. In this setup, the data server for the phone system is located within your office. On-premise Private Branch Exchange (PBX) phone systems are a private telephone network that enable organisations can maintain complete control. Each team member can enjoy personalised features such as a direct dial number, individual handset, and voicemail capabilities. The on premise PBX system provides robust call management functionalities, including call routing, transfers, recording, queuing, comfort messages, on-hold music, and voice menus. Also, as your business expands, an on-premise phone system has the flexibility to scale alongside your growth. Business benefits of On-Premise PBX Systems1. Equipment OwnershipUnlike other phone systems where you merely license equipment hosted elsewhere, on-premise PBX allows you to own and control the system's hardware. If ownership and hands-on control of your hardware are priorities, an on-premise solution may be the ideal fit. 2. Customisation PotentialHaving a proficient IT team capable of handling networking matters grants your business the valuable ability to manage and customise its phone system. This flexibility can significantly benefit your operations. 3. Lower Ongoing CostsManaging an on-premise PBX system typically incurs lower costs compared to maintaining individual lines to the telephone company's central office for each user. 4. Cost Savings on Feature SetsHosted VoIP providers often impose additional charges for certain features. For instance, multiple auto attendants and call queues might come with extra fees. In contrast, an on-premise business IP phone system...

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### Non Geographical Numbers (NGNs)

> A non-geographic number is a type of telephone number that is not linked to any specific locality. They are virtual numbers such as 0800, 0845

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-non-geographic-numbers/

A non-geographic number is a type of telephone number that is not linked to any specific locality. They are virtual numbers such as 0800, 0845

KNOWLEDGE BASENon Geographic Numbers (NGNs)What are Non Geographic Numbers? A non geographic number (NGN) is a type of telephone number that is not linked to any specific locality. They are virtual numbers such as 0800, 0845.  Unlike traditional phone numbers tied to a specific area code, non geographic numbers are not linked to a particular locality. These numbers are often used for specific purposes such as businesses, hotlines, helplines, and other services where the location of the caller or the called party is not a primary consideration. The benefits of non geographic numbers Non-geographic numbers offer flexibility for businesses and organisations, allowing them to provide services on a national or even international scale without being tied to a specific geographic area. Additionally, these numbers are often used for marketing purposes, as they can be more memorable and easier to promote than traditional geographic numbers. The three types of non geographic numbers 1. Toll-Free Numbers These numbers typically start with prefixes like 0800, 0845 Callers are not charged for making calls to toll-free numbers, and the business or organisation that owns the toll-free number pays for the cost of the call. 2. Premium Rate Numbers These numbers are used for services that charge callers a higher rate than a standard call. The additional charges are typically used to fund the service being provided, and the entity that owns the premium rate number receives a share of the revenue. 3. Local Rate Numbers Also known as national rate or non-geographic numbers, these numbers are...

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### Microsoft Teams Direct Routing

> Direct Routing enables you to connect your on-premises telephony infrastructure to Microsoft Teams Phone. Teams users can use Direct Routing to connect to the Public Switched Telephone Network (PSTN).

- Published: 2023-12-18
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-teams-direct-routing/

Direct Routing enables you to connect your on-premises telephony infrastructure to Microsoft Teams Phone. 

KNOWLEDGE BASEMicrosoft Teams Direct RoutingWhat is Microsoft Teams Direct Routing? Direct Routing for Microsoft Teams establishes a Public Switched Telephone Network (PSTN) connection for Teams users, allowing them to engage in external phone calls across various devices within the Teams interface. Traditionally, businesses have relied on Private Branch Exchange (PBX) phone systems, often situated on-premises, for both internal and external telephone communications. Microsoft Teams can now effectively replacing the conventional PBX system and associated infrastructure costs with a cloud-based approach. This transition enables seamless PBX voice calling capabilities both within and outside the organisation. Microsoft Calling Plans vs. Direct Routing Microsoft Calling Plans Quick and straightforward for smaller organisations. Microsoft serves as the PSTN carrier for all calls. Limited international coverage (currently supports 16 countries). Fixed bundle of calls with potential limitations and cost considerations. Limited flexibility and ongoing customer support. Direct Routing for Microsoft Teams Connects Microsoft's Phone System to PSTN through a third-party telephony provider. Preferred by larger organisations for its flexibility, broader geographic coverage, lower rates, and increased support. Allows organisations to choose their own telephony provider, offering tailored solutions to meet specific business requirements. One of the most popular telephony solutions for large enterprises using Teams for telephony. Direct Routing offers enhanced flexibility, geographic coverage, cost-effectiveness, and support compared to Microsoft Calling Plans. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy...

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### Microsoft Teams

> Microsoft Teams is a collaboration platform within Microsoft 365 that brings together communication, meetings, file sharing, and app integration in one centralised hub.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-teams/

Microsoft Teams is a collaboration platform within Microsoft 365 that brings together communication, meetings, file sharing, and app integration in one centralised hub. 

KNOWLEDGE BASEMicrosoft TeamsWhat is Microsoft Teams? Microsoft Teams is a collaboration platform within Microsoft 365 that brings together communication, meetings, file sharing, and app integration in one centralised hub. It enables chat and messaging, supports virtual meetings and video conferencing, facilitates file sharing and collaboration, and seamlessly integrates with Microsoft 365 applications. Teams are organised into channels, providing structured communication, and users can customise their workspace with tabs and integrate third-party apps. With a focus on security and compliance, Teams ensures the protection of data. It is accessible across various devices, allowing for flexible and remote collaboration, and includes features for task management and productivity. What are the benefits of using Microsoft Teams?   Microsoft Teams serves as a centralised hub for streamlined communication and collaboration within organisations. It integrates chat, messaging, meetings, and video conferencing, providing a platform for virtual collaboration and reducing reliance on physical meetings. The platform supports file sharing, channel organisation, and app integration, making it adaptable to diverse workflows. Customisation options, access across devices, and features like task management enhance productivity. Teams prioritises security, compliance, and remote collaboration, offering a comprehensive solution for modern workplace needs. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited...

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### Microsoft Business Voice

> Microsoft 365 Business Voice is a cloud-based phone system integrated with Microsoft Teams, serving as a contemporary alternative to traditional phone systems.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-microsoft-business-voice/

Microsoft Business Voice is a cloud-based communication and phone system integrated with Microsoft Teams. 

KNOWLEDGE BASEMicrosoft Business VoiceWhat is Microsoft Business Voice? Microsoft Business Voice is a comprehensive communication solution designed for businesses, seamlessly integrating with Microsoft Teams. This cloud-based service transforms Teams into a modern phone system, offering a range of essential telephony features. Users can effortlessly engage in voice calls, voicemail, and conferences, streamlining communication within the familiar Microsoft Teams interface. With Microsoft Business Voice, businesses can enjoy the convenience of making and receiving calls directly from Teams, whether connecting with landlines or mobile phones through the Public Switched Telephone Network (PSTN). This integration not only enhances the efficiency of communication but also consolidates collaboration tools, providing a unified platform for teamwork and telephony within the Microsoft 365 ecosystemThe benefits of Microsoft Business VoiceMicrosoft Business Voice brings a host of benefits to businesses seeking an integrated and efficient communication solution:Seamless IntegrationMicrosoft Business Voice seamlessly integrates with Microsoft Teams, offering a unified platform for collaboration and telephony within the Microsoft 365 suite. Effortless CommunicationUsers can make, receive, transfer, and manage calls directly from the Microsoft Teams interface, streamlining communication workflows. PSTN ConnectivityThe service enables connectivity to the Public Switched Telephone Network (PSTN), allowing users to communicate with both landlines and mobile phones. Voicemail ServicesMicrosoft Business Voice provides robust voicemail capabilities, ensuring that users can efficiently manage and access their voicemail messages. Conferencing FeaturesThe solution supports conference calls, making it easy for teams to conduct virtual meetings and collaborate effectively. Cost-EfficiencyLeveraging cloud-based technology, Microsoft Business Voice eliminates the need for traditional phone system infrastructure, resulting in potential cost savings for businesses. ScalabilityThe...

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### Leased Line

> Leased lines are dedicated communication links rented by businesses for reliable and fast connectivity. Unlike regular internet, leased lines offer symmetrical speeds, ensuring consistent upload and download performance.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-leased-line/

Leased lines are dedicated communication links rented by businesses for reliable and fast connectivity.






KNOWLEDGE BASELeased LinesWhat is a Leased Line? Leased lines are dedicated communication links rented by businesses for reliable and fast connectivity. They offer businesses a premium and dependable connectivity solution with benefits such as dedicated bandwidth, reliability, and the ability to scale according to business growth. Unlike regular internet, leased lines offer symmetrical speeds, ensuring consistent upload and download performance. They provide high data capacity, reliability with service level agreements, scalability for growing needs, and support for prioritising specific types of traffic. Leased lines enhance security, contribute to business continuity, and offer consistent performance, making them suitable for businesses with demanding connectivity requirements. They are also ideal for connecting to cloud services, ensuring high performance and reliability. What are the different types of leased line? 1. Point-to-Point Leased LineConnects two specific locations, providing a dedicated and private communication channel between them. Ideal for organisations with multiple offices that need secure and direct communication between specific locations. 2. Ethernet Leased LineUses Ethernet technology to provide a dedicated point-to-point or point-to-multipoint connection.  Suited for businesses requiring high-bandwidth connections for data-intensive applications, such as video conferencing or large file transfers. 3. MPLS Leased LineLeverages Multi-Protocol Label Switching (MPLS) technology to create a private and secure network that connects multiple locations.  Suitable for organisations with multiple offices or branches that need a secure and scalable network for data and voice communication. 4. Dark Fibre Leased LineInvolves leasing unused optical fibres in fibre-optic cables. Organisations have control over the equipment and technology used over the leased dark fibre.  Commonly chosen by businesses requiring maximum control...

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### Latency

> Latency pertains to the interval between a user initiating an action on a network or web application and the moment they receive a response.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-latency/

Latency pertains to the interval between a user initiating an action on a network or web application and the moment they receive a response.

KNOWLEDGE BASELatencyWhat is Latency? Latency is a measure of the time it takes for data to travel from one point to another in a network or system. It is essentially the delay experienced during the transmission of information. This delay can be influenced by various factors such as the distance between the source and destination, the speed of data transmission, and the efficiency of the underlying infrastructure. In computing and telecommunications, latency is a critical factor in determining the responsiveness of applications and services. A lower latency implies quicker response times, resulting in a more seamless and efficient user experience. For example, in online gaming, low latency is crucial for minimising delays between a player's action and the corresponding reaction in the game. In networking, latency can be categorised into different types, including transmission latency (the time taken to push data onto the network), propagation latency (the time it takes for data to travel through the network medium), and processing latency (the time spent by network devices in processing data). Minimising latency is a constant goal in the design and optimisation of networks to enhance real-time communication, video streaming, and other time-sensitive applications. Understanding and managing latency is essential in various domains, from telecoms and cloud computing to online services, where delivering a prompt and responsive user experience is paramount. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have...

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### LAN

> A Local Area Network (LAN) refers to a cluster of interconnected computing devices situated within a confined area, typically sharing a centralised Internet connection.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-local-area-network-lan/

A Local Area Network (LAN) refers to a cluster of interconnected computing devices situated within a confined area, typically sharing a centralised Internet connection.

KNOWLEDGE BASELocal Area Network (LAN)What is a LAN? A Local Area Network (LAN) serves as a network infrastructure that connects computers and devices in a confined geographic area, fostering seamless communication and resource sharing among them.  The core benefits of a Local Area Network (LAN)1. Resource SharingOne primary purpose of a LAN is to facilitate the sharing of resources. Computers within the network can share files, printers, and other peripherals, promoting collaborative work environments. For example, multiple users can access a shared printer connected to the LAN, enhancing efficiency and reducing the need for individual devices. 2. Data TransferLANs enable swift data transfer between connected devices. This is especially crucial in office settings where employees need to exchange large files, collaborate on projects, or access shared databases. The high data transfer rates within a LAN contribute to enhanced productivity. 3. Internet ConnectivityLANs often serve as the gateway for multiple devices to access the internet through a centralised connection. This is achieved using routers or switches that manage the flow of data between the local network and the wider internet. Shared internet access is a cost-effective way to provide connectivity to all devices within the LAN. 4. CommunicationLANs support real-time communication between devices, fostering collaboration and interaction. This is particularly beneficial in workplaces where employees need to communicate swiftly through messaging, email, or other collaborative tools. Instant messaging applications within the LAN contribute to efficient internal communication. 5. Centralised Management LANs allow for centralised management of connected devices. Network administrators can monitor and control the network, ensuring security,...

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### IVR

> IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-ivr/

IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs. 

KNOWLEDGE BASEInteractive Voice Response (IVR)What is an IVR? IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs. IVR systems enable users to interact with the system, gather information, and complete transactions without direct human intervention. IVR systems are widely used in various industries, including telecommunications, banking, healthcare, and customer service, to streamline interactions, improve efficiency, and enhance the overall customer experience. Key features of IVR softwareVoice PromptsIVR systems use recorded voice prompts to provide information and instructions to callers. These prompts guide users through the available options. Keypad InputsCallers can use their telephone keypad to input responses or make selections based on the voice prompts. For example, pressing a specific number could lead to navigating to a particular menu or department. Menu OptionsIVR systems present a series of options to callers, often organised into a hierarchical structure. Callers can choose the option that corresponds to their inquiry or the action they want to take. Call RoutingBased on the caller's selections, the IVR system routes the call to the appropriate destination. This could be a specific department, extension, or a pre-recorded message with relevant information. Self-Service TransactionsIVR systems often include self-service capabilities, allowing callers to perform certain transactions without the need for human assistance. This can include checking account balances, making payments, or accessing information. Integration with SystemsAdvanced IVR systems can be integrated with backend systems, databases, or customer relationship management (CRM) systems. This integration enables real-time information access and...

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### ISDN

> ISDN is a set of communication standards for the simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network (PSTN).

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-isdn/

ISDN is a set of communication standards for the simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of PTSN.

KNOWLEDGE BASEISDNWhat is ISDN? ISDN, which stands for Integrated Services Digital Network, is a set of communication standards for the simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network (PSTN). ISDN was developed to provide a more efficient and higher-quality alternative to traditional analog telephone systems. Key features of ISDN Digital TransmissionUnlike analog telephone lines that transmit voice signals as analog electrical waves, ISDN transmits information in a digital format, using binary code. B ChannelsISDN lines consist of two types of channels: B (Bearer) channels and D (Data) channels. B channels are used for carrying voice and data, while D channels are used for signaling and control information. Channel CapacityB channels have a capacity of 64 Kbps (kilobits per second), and ISDN lines can have multiple B channels for concurrent voice or data transmission. Dial-up and Permanent ConnectionsISDN supports both dial-up connections, where users initiate a connection when needed, and permanent connections, which are always active. Different ConfigurationsISDN can be configured in various ways, such as Basic Rate Interface (BRI), which includes two B channels and one D channel, and Primary Rate Interface (PRI), which provides multiple B and D channels for higher capacity. Switched and Permanent Virtual CircuitsISDN allows the establishment of switched virtual circuits (SVCs) for on-demand connections and permanent virtual circuits (PVCs) for continuous, dedicated connections. VersatilityISDN supports a range of applications, including voice calls, videoconferencing, and data transfer, making it a versatile solution for integrated communication services. ISDN is due to be switched off...

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### IP Telephony

> IP telephony, also known as Voice over Internet Protocol (VoIP), refers to the technology that enables voice communication and multimedia sessions over the internet using the Internet Protocol (IP).

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ip-telephony/

IP telephony, also known VoIP, refers to the technology that enables voice communication and multimedia sessions over the internet using the Internet Protocol (IP).

KNOWLEDGE BASEIP TelephonyWhat is a IP Telephony? IP telephony, also known as Voice over Internet Protocol (VoIP), refers to the technology that enables voice communication and multimedia sessions over the internet using the Internet Protocol (IP). In simpler terms, IP telephony allows individuals to make voice calls using the same networks that transmit data over the internet.  Businesses increasingly adopt IP telephony for its cost-effectiveness, versatility, and the ability to integrate with modern communication tools and technologies. Key features of IP telephonyDigital Voice TransmissionUnlike traditional analog telephony, IP telephony converts voice signals into digital data packets for transmission over the internet. Packet SwitchingIP telephony uses packet-switched networks, breaking voice data into packets for efficient transmission. This contrasts with circuit-switched networks used in traditional telephony. VoIP ProtocolsVarious protocols, such as Session Initiation Protocol (SIP) and H. 323, are employed in IP telephony to set up, manage, and terminate voice sessions. Internet Connectivity IP telephony relies on internet connectivity, making it possible for users to make calls globally without incurring long-distance charges associated with traditional telephony. Cost EfficiencyIP telephony often offers cost savings, especially for long-distance or international calls, as it uses existing internet infrastructure. Unified CommunicationsIP telephony is often integrated into unified communications solutions, combining voice, video, messaging, and other communication services on a single platform. Flexibility and ScalabilityIP telephony systems are generally more flexible and scalable than traditional phone systems. They can easily adapt to changes in the number of users or locations. Rich FeaturesIP telephony systems offer a range of features, including voicemail, call forwarding, conferencing, and more. These features contribute...

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### IP Address

> An IP address, short for Internet Protocol address, is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-ip-address/

An IP address, short for Internet Protocol address, is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication. 

KNOWLEDGE BASEIP AddressWhat is a IP address? An IP address, short for Internet Protocol address, is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication. These addresses serve two main purposes: host or network interface identification and location addressing. These are the two primary types of IP addresses IPv4 (Internet Protocol version 4)This version is the most widely used and consists of a 32-bit numerical label, typically displayed in quad-dotted decimal format (e. g. , 192. 168. 0. 1). However, due to the growing number of connected devices, IPv4 addresses are becoming scarce. IPv6 (Internet Protocol version 6)To address the limitation of IPv4, IPv6 was introduced. IPv6 uses a 128-bit address format, allowing for a vastly increased number of unique addresses. IPv6 addresses are typically expressed as a series of hexadecimal numbers separated by colons (e. g. , 2001:0db8:85a3:0000:0000:8a2e:0370:7334). IP addresses play a crucial role in routing data across networks. They help identify and locate devices on a network, enabling the correct delivery of data packets from a source to a destination. IP addresses are fundamental for internet communication, as they facilitate the routing of information between different devices, servers, and websites. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited...

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### Hunt Group

> A hunt group or ring group enables incoming calls to a single phone number or extension to be distributed among a group of several phone lines or extensions.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-hunt-group/

A hunt group or ring group enables incoming calls to a single phone number or extension to be distributed among a group of several phone lines or extensions.

KNOWLEDGE BASEHunt GroupWhat is a Hunt Group? A hunt group, also known as a call hunt or ring group, is a feature in telephony systems that allows incoming calls to a single phone number or extension to be distributed among a group of several phone lines or extensions. The purpose is to efficiently manage and distribute incoming calls to ensure they are answered promptly and to distribute the workload among available team members. Hunt groups are commonly used in business environments where multiple employees share responsibilities for answering calls, such as customer service teams, support desks, or sales departments. This ensures that incoming calls are distributed efficiently and that no single individual is overwhelmed with calls. How goes a Hunt Group work?  Incoming Call -When someone calls a specific phone number associated with the hunt group, the system routes the call to the first available line or extension in the group. Sequential or Simultaneous Ringing -Depending on the configuration, the system can ring the phones in the hunt group sequentially (one after the other) or simultaneously (all at once). Call Distribution - If the first line is busy or doesn't answer, the call is directed to the next available line in the sequence until it finds an available line or reaches the end of the list. Voicemail or Overflow Options - If none of the lines in the hunt group answer, the system can be configured to route the call to voicemail or take other predefined actions, such as forwarding to another department or phone number. Speak...

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### Hosted Telephony

> Hosted telephony is where your phone system is housed in the cloud, rather than in your office. It is ideal for small and large businesses, call centres and customer support departments.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-hosted-telephony/

Hosted telephony is where your phone system is housed in the cloud, rather than in your office. It is ideal for small and large businesses, call centres and customer support departments.

KNOWLEDGE BASEHosted TelephonyWhat is Hosted Telephony? Hosted telephony, also known as cloud telephony or hosted VoIP (Voice over Internet Protocol), is a communication service where a third-party provider hosts and manages the business phone system in the cloud. Instead of relying on traditional on-premises Private Branch Exchange (PBX) hardware, businesses connect to their phone system through the internet.  Hosted telephony is suitable for businesses of various sizes and industries seeking a modern, flexible, and cost-effective communication solution. The core benefits of hosted telephony Cloud-Based InfrastructureThe entire phone system, including call processing, voicemail, and other features, is hosted on servers in the provider's data centres, accessed through the internet. ScalabilityHosted telephony is highly scalable. Businesses can easily add or remove phone lines and features based on their evolving needs without the need for significant hardware adjustments. Cost EfficiencySince there is no need for substantial upfront investments in PBX hardware, businesses can benefit from cost savings. Providers typically offer subscription-based pricing models, making it easier to budget for communication expenses. FlexibilityUsers can access the hosted telephony system from any location with an internet connection, promoting flexibility and remote work capabilities. This is especially valuable for businesses with distributed teams. Feature-Rich ServicesHosted telephony providers often offer a range of advanced features, such as voicemail, call forwarding, auto-attendants, and integration with other business applications. Maintenance and UpdatesThe responsibility for system maintenance, updates, and troubleshooting rests with the hosted telephony provider, reducing the burden on in-house IT teams. Business ContinuityIn the event of a local power outage or other disruptions, hosted telephony services continue to...

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### HD Voice

> HD Voice is an advanced audio technology available that enhances call quality by minimising background noise, resulting in clearer and more refined audio during your phone calls.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-high-definition-voice/

HD Voice is an advanced audio technology available that enhances call quality by minimising background noise, resulting in clearer and more refined audio during your phone calls.

KNOWLEDGE BASEHigh Definition (HD) VoiceWhat is HD Voice? HD Voice refers to high-definition voice calling, incorporating wide band audio technology to establish a superior standard for phone calls. This advancement enhances the overall calling experience by delivering clearer, more vibrant, and natural-sounding audio while effectively reducing background noise in various environments. Whether engaging in conversations with friends and family or participating in business teleconferences, HD Voice ensures that calls are crisp and of higher quality. The functionality of HD Voice is enabled through VoLTE (Voice over Long Term Evolution) technology, often used interchangeably with HD Voice by many carriers. VoLTE represents the next generation of Voice over Internet Protocol (VoIP) and facilitates phone service over the internet. Unlike traditional VoIP, VoLTE uses a carrier's LTE data network, transmitting calls and data simultaneously over the 4G LTE network. This approach significantly improves sound quality and data transmission speeds compared to older network technologies. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to...

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### Geographical Numbers

> Geographic numbers are the normal way of numbering landlines and denote your location. So that in the old telecommunication world, a 0208 number is fixed to London and a 01273 number is fixed to Brighton.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-geographical-number/

Geographic numbers are the normal way of numbering landlines and denote your location. 

KNOWLEDGE BASEGeographical NumbersWhat is a Geographical Number? Geographic telephone numbers are a conventional method of assigning landline numbers that indicate a specific geographical location. In traditional telecommunication practices, for instance, a 0207 number is associated with Central London, while a 01273 number is linked to Brighton. Businesses can opt for a UK Geographic number, allowing callers from UK landlines and mobiles to reach them at standard rates.   The unique aspect of Internet Telephony is that users can select any geographical number, regardless of their actual location. This means having a number associated with a specific location around the world.   These numbers serve various purposes, offering businesses a telephone address even if they are physically located elsewhere.   Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get in touch

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### Gamma Horizon

> Gamma Horizon provides a range of unified communications services, including voice, video, messaging, and collaboration tools, delivered over the internet.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-gamma-horizon/

Gamma Horizon provides a range of unified communications services, including voice, video, messaging, and collaboration tools, delivered over the internet. 

KNOWLEDGE BASEGamma HorizonWhat is Gamma Horizon? Gamma Horizon is a cloud-based business communications solution offered by Gamma Communications, a telecommunications provider. Gamma Horizon provides a range of unified communications services, including voice, video, messaging, and collaboration tools, delivered over the internet. This platform is designed to replace traditional on-premises phone systems with a more flexible and scalable cloud-based alternative. Key features of Gamma Horizon Hosted PBX (Private Branch Exchange)Gamma Horizon eliminates the need for businesses to maintain physical PBX equipment on-site. Instead, the PBX functionality is hosted in the cloud, allowing for easy management and scalability. Unified CommunicationsThe platform integrates various communication channels, such as voice calls, video conferencing, instant messaging, and presence information, into a unified user interface. This promotes collaboration and enhances communication within the organization. Flexibility and MobilityUsers can access Gamma Horizon services from virtually anywhere with an internet connection. This flexibility is especially beneficial for remote or mobile workers who need to stay connected while on the go. ScalabilityBusinesses can easily scale their communication infrastructure up or down based on changing needs. This scalability is crucial for growing businesses or those with fluctuating communication requirements. Cost SavingsBy leveraging cloud-based technology, businesses can avoid the upfront costs associated with purchasing and maintaining traditional phone system hardware. Additionally, operational costs may be more predictable and flexible. Business ContinuityCloud-based solutions like Gamma Horizon often provide built-in redundancy and disaster recovery features. This ensures that businesses can maintain communication services even in the event of hardware failures or other disruptions. Speak to a consultant We are accredited partners...

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### Fibre to the Cabinet (FTTC)

> Fibre to the Cabinet (FTTC), is a broadband internet connection that combines fibre-optic technology and traditional copper cables to deliver high-speed internet to homes and businesses.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-fibre-to-the-cabinet-fttc/


FTTC, or Fibre to the Cabinet, is a type of broadband internet connection that combines fibre-optic technology and traditional copper cables to deliver high-speed internet.

KNOWLEDGE BASEFibre To The Cabinet (FTTC)What is FTTC? FTTC, or Fibre to the Cabinet, is a type of broadband internet connection that combines fibre-optic technology and traditional copper cables to deliver high-speed internet to homes and businesses. In an FTTC setup, fibre-optic cables run from the internet service provider's (ISP) exchange to a street cabinet located near the user's premises. From there, the connection is completed using existing copper telephone lines. The benefits of FTTC The benefits of FTTC include improved internet speeds and reliability compared to traditional broadband technologies. By bringing fibre optics closer to the end-users, FTTC can offer faster download and upload speeds, making it suitable for bandwidth-intensive activities such as streaming high-definition content, online gaming, and video conferencing. The enhanced performance is particularly beneficial for households with multiple devices connected simultaneously. Additionally, FTTC is often more cost-effective to deploy than full fibre-optic solutions like FTTP (Fibre to the Premises). The existing copper infrastructure helps reduce installation costs, making FTTC an attractive option for internet service providers and users seeking an upgrade from standard ADSL or cable broadband. For users who may not have access to full fibre-optic solutions, FTTC represents a valuable middle-ground option, providing a balance between speed, cost, and accessibility. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified...

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### Fibre Broadband

> Fibre broadband represents a high-speed internet connection, surpassing alternative options in speed and reliability.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-fibre-broadband/

Fibre broadband represents a high-speed internet connection, surpassing alternative options in speed and reliability.

KNOWLEDGE BASEFibre BroadbandWhat is Fibre Broadband? Fibre broadband relies on fibre-optic cables, and offers a lightning fast connection by speed, reliability, and enhanced performance. One of its primary advantages lies in providing significantly faster internet speeds compared to traditional alternatives, facilitating quicker downloads, seamless streaming, and faster upload times.   In addition to speed and reliability, fibre broadband also boasts improved bandwidth capabilities. This makes it an ideal choice for households or businesses with multiple devices and high data usage requirements. Moreover, fibre-optic technology reduces latency, resulting in a more responsive internet experience crucial for activities such as online gaming, video conferencing, and other real-time applications. The symmetrical upload and download speeds offered by fibre broadband contribute to efficient performance, particularly for activities requiring substantial data uploads. Fibre networks provide a future-proof solution as they have the potential for upgrades and increased speeds with advancing technology. This forward-looking aspect ensures that fibre broadband can meet evolving internet needs over time. Beyond its technical advantages, fibre broadband enhances the clarity of voice and video calls, offers resilience to electromagnetic interference, and provides secure transmission, making it a comprehensive and reliable choice for modern internet users. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are...

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### Ethernet over Fibre To The Cabinet (EoFTTC)

> Ethernet over Fibre To The Cabinet (EoFTTC) is a solution that serves as a bridge between standard broadband services and dedicated Ethernet connectivity.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ethernet-over-fibre-to-the-cabinet/

Ethernet over Fibre To The Cabinet (EoFTTC) is a solution that serves as a bridge between standard broadband services and dedicated Ethernet connectivity.

KNOWLEDGE BASEEthernet over Fibre To The Cabinet (EoFTTC)What is EoFTTC? Ethernet over Fibre To The Cabinet (EoFTTC) serves as a bridge between dedicated Ethernet services and cost-effective broadband options, offering enhanced speed and reliability without the high expenses associated with a leased line. EoFTTC has many businesses benefits facing speed-related issues but seeking a more budget-friendly alternative to leased lines. While FTTP (fibre to the premises) or leased lines replace copper wiring with full-fibre connections, EoFTTC leverages existing infrastructure, providing a swift fibre connection to the exchange. This approach combines the benefits of traditional Ethernet networking with a simpler and more cost-effective installation process compared to full fibre leased lines. How does EoFTTC Work?  EoFTTC seamlessly integrates into existing structures, using a rapid fibre connection to the exchange. While it builds upon traditional Ethernet networking, its setup is more straightforward and cost-effective than full fibre leased lines. Benefits of EoFTTCAs businesses increasingly rely on internet connectivity, slow or unreliable lines can pose significant challenges. EOFTTC offers a solution that matches the speed and stability of a leased line without the complexities of installation and high ongoing costs. Cost-EffectiveEoFTTC provides a cost-efficient alternative to leased lines, offering speed and stability without the substantial installation expenses. Service Level AgreementsTailored for business owners, EoFTTC comes with robust service level agreements, ensuring a guaranteed uptime of 99. 9% for highly reliable connectivity. 1:1 Contention RatioSimilar to a leased line, EoFTTC features a 1:1 contention ratio, meaning businesses do not share their broadband with other users in the area. Speak to a consultant We...

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### Ethernet in the First Mile (EFM)

> Ethernet in the First Mile (EFM), is designed to deliver a fast and dependable Internet connection tailored for expanding businesses.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-ethernet-in-the-first-mile-efm/

EFM, an acronym for Ethernet in the First Mile, is designed to deliver a fast and dependable Internet connection tailored for expanding businesses.

KNOWLEDGE BASEEthernet in the First Mile (EFM)What is EFM? Ethernet in the First Mile (EFM) is a technology that provides high-speed and reliable internet connectivity for businesses. It involves using Ethernet technology for the local loop, which is the connection between the customer premises and the service provider's central office. Unlike traditional broadband technologies, EFM uses Ethernet over copper pairs, making it well-suited for businesses in various locations. Business benefits of Ethernet in the First Mile (EFM)  High Speeds EFM offers high-speed internet access, making it suitable for businesses with demanding data requirements, such as large file transfers, video conferencing, and data-intensive applications. Reliability EFM is known for its reliability and stability, providing a consistent and dedicated internet connection. This is crucial for businesses that depend on a continuous and stable internet connection for their daily operations. Symmetrical Upload and Download Speeds Unlike some asymmetric broadband technologies, EFM typically provides symmetrical upload and download speeds. This is beneficial for businesses that require equal performance in both directions, such as those engaged in video conferencing or uploading large files to the cloud. Scalability EFM is scalable to accommodate the growing bandwidth needs of businesses. As a business expands, it can easily upgrade its EFM connection to higher speeds without significant infrastructure changes. Dedicated Connection EFM provides a dedicated connection to the business premises, ensuring that the available bandwidth is not shared with other users in the same way that cable or fibre broadband might be. Cost-Effective EFM can be a cost-effective solution...

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### DSL

> DSL or Digital Subscriber Line/Loop, is a high-speed internet connection accessed via Wi-Fi or an ethernet cable through a modem.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-dsl/

DSL or Digital Subscriber Line/Loop, is a high-speed internet connection accessed via Wi-Fi or an ethernet cable through a modem. 

KNOWLEDGE BASEDSLWhat is DSL? DSL, or Digital Subscriber Line/Loop, is a high-speed internet connection accessed via Wi-Fi or an ethernet cable through a modem. It utilizes existing copper telephone landlines to transmit data, serving as the primary form of broadband internet. Three main types of DSL, collectively known as xDSL, cater to different speed requirements: ADSL (Asymmetric DSL): Offers faster download speeds compared to uploads, with download speeds up to 20 Mbps and upload speeds up to 1. 4 Mbps. SDSL SDSL (Symmetric DSL): Equally splits incoming and outgoing frequencies, providing symmetrical upload and download bitrates. VDSL VDSL (Very-high-speed Digital Subscriber Line): An upgrade from HDSL, VDSL supports extremely high frequencies, offering download speeds up to 52 Mbps and upload speeds up to 16 Mbps. VDSL2 can achieve speeds up to 100 Mbps for both uploads and downloads. How does DSL operate? DSL operates by having a DSL modem receive signals through telephone lines and digitally converting them for use. The data can then be transmitted wirelessly or through an ethernet cable. DSL leverages existing telephone infrastructure, making it accessible in both rural and urban areas. As phone lines have a higher capacity than necessary for calls, DSL signals can efficiently utilize the same infrastructure. The standalone DSL modem or router connects to multiple devices, ensuring simultaneous functioning of phone and internet systems without interference due to different operating frequencies. This technology is cost-effective, offering high-speed internet access compared to cellular data and outperforming dial-up connections with speeds ranging from 256 Kbps...

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### Direct Routing

> Direct Routing connects the Microsoft Phone System and the Public Switched Telephone Network (PSTN), facilitating the routing of calls through an established or new third-party telephony provider.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-direct-routing/

Direct Routing connects the Microsoft Phone System and the Public Switched Telephone Network (PSTN), facilitating the routing of calls through a third-party telephony provider.


KNOWLEDGE BASEDirect RoutingWhat is Direct Routing? Direct Routing is a telephony solution within Microsoft Teams that enables organisations to connect their own Session Border Controllers (SBCs) or third-party telephony infrastructure to the Microsoft Teams Phone System. This allows users to make and receive calls in Microsoft Teams using their existing phone numbers and infrastructure. Direct Routing enables organisations to leverage their own telephony infrastructure while integrating Microsoft Teams for communication and collaboration. Microsoft Teams Direct RoutingMicrosoft Teams Direct Routing is a feature that enables organisations to connect the Microsoft Teams Phone System to the Public Switched Telephone Network (PSTN) through a third-party telephony provider. This allows users to make and receive calls in Microsoft Teams using existing phone numbers and infrastructure, integrating Teams as a comprehensive unified communications platform with external phone services. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get in touch

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### DDI Number

> DDI (Direct-Dial-In) numbers are a direct and efficient way for callers to reach specific extensions without the need for intermediary services like a switchboard or automated menu system.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-ddi-telephone-number/

DDI (Direct-Dial-In) numbers are a direct and efficient way for callers to reach specific extensions without the need for intermediary services like a switchboard or automated menu system.



KNOWLEDGE BASEDDI NumberWhat is a DDI? DDI (Direct-Dial-In) numbers, also known as DIDs (Direct Inward Dialling), offer a direct and efficient way for callers to reach specific extensions without the need for intermediary services like a switchboard or automated menu system. Unlike traditional phone systems, DDI numbers provide a more streamlined communication process within a business. DDI numbers offer a range of benefits, from cost savings and improved customer experience to flexibility and marketing attribution. These numbers play a crucial role in modern business communication, enabling organisations to enhance efficiency and provide better services to customers and clients. How DDI Numbers WorkWhen setting up a business phone system, a VoIP provider can issue a range of DDI numbers in addition to the primary phone number. These DDI numbers typically form a sequence related to the main phone number. Each DDI number can be programmed to connect directly to a particular person or group, allowing for personalised and efficient communication. Benefits of DDI NumbersCost SavingsDDI numbers facilitate faster communication between team members, customers, and employees by eliminating the need for interactions with receptionists or switchboards. This results in reduced wait times and more productive conversations. Improved Customer ExperienceBy providing customers with direct access to the relevant team members through their assigned DDI numbers, businesses enhance the overall customer experience. This reduces the time customers spend waiting, leading to increased satisfaction. Customised Phone NumbersWith the flexibility of modern VoIP phone systems, DDI numbers are not restricted to a specific range. Businesses can have DDI numbers associated with any...

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### CPaaS

> Communications Platform as a Service CPaaS is a cloud-based platform that empowers developers to integrate real-time communications features into their applications without the necessity of constructing backend infrastructure and interfaces.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cpaas/

Communications Platform as a Service (CPaaS) is a cloud-based platform that integrates real-time communications features into their applications without the necessity of constructing backend infrastructure and interfaces.




KNOWLEDGE BASECommunications Platform as a Service (CPaaS)What is CPaaS? CPaaS, short for Communications Platform as a Service, represents a cloud-based solution empowering developers to seamlessly integrate real-time communication features into their applications without the need to construct intricate backend infrastructure or interfaces. Traditionally, applications designed for real-time communications (RTC) have been standalone, ranging from traditional phones to widely used platforms like WhatsApp, FaceTime, and Zoom. Developing and maintaining a dedicated communications stack, which encompasses real-time network infrastructure, interface creation, and compatibility with common programming languages, has historically been resource-intensive.  CPaaS offers several advantages for businesses EfficiencyCPaaS eliminates the need for developers to build communication functionalities from scratch. This results in faster development cycles and quicker time-to-market for applications. Cost-EffectiveBy leveraging a CPaaS provider, businesses can reduce the costs associated with building and maintaining their communication infrastructure. CPaaS often operates on a pay-as-you-go model, allowing organizations to scale their usage based on their needs. ScalabilityCPaaS solutions are designed to scale easily, accommodating growth in user numbers and communication demands. This scalability ensures that applications can handle increased usage without compromising performance. FlexibilityDevelopers can choose from a variety of communication features offered by CPaaS providers, such as voice calling, messaging, video, and more. This flexibility allows customization based on the specific requirements of an application. IntegrationCPaaS platforms typically offer APIs (Application Programming Interfaces) that enable seamless integration with existing applications and systems. This facilitates a cohesive user experience across different functionalities. InnovationCPaaS providers continually update their platforms with the latest communication technologies. This allows developers to incorporate innovative features into their...

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### Conference Bridge

> A conference bridge is a method of conducting remote meetings through a business phone system. It enables employees to join virtual meetings by dialling in from a phone.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-conference-bridge/

A conference bridge is a method of conducting remote meetings through a business phone system. It enables employees to join virtual meetings by dialling in from a phone or mobile.





KNOWLEDGE BASEConference BridgeWhat is a Conference Bridge? A conference bridge serves as a means for remote meetings within a business phone system, enabling employees to join virtual meetings from any location globally. In contrast to standard three-way calling features, conference bridges offer the flexibility for an extensive number of participants, contingent on the supported capacity of the phone system. This technology serves as a fundamental collaboration tool, especially for companies with a significant geographical presence. Conference bridging facilitates swift and secure meeting conduct. While traditional phone network-based solutions may incur high costs, utilising voice over Internet protocol (VoIP) or cloud-based systems proves to be a more economical alternative. Integration of conference bridging with VoIP for remote workers ensures seamless and cost-effective critical collaboration. Leaders managing cross-functional teams, especially those dispersed across multiple cities, find conference bridges highly beneficial. While email or text suffice for quick messages, they are often impractical for larger groups or complex issues. Businesses with distributed teams, such as film productions or construction companies, greatly benefit from conference bridging. It guarantees constant communication among employees, allowing the workforce to convene virtually at short notice to address the organisation's most pressing issues. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but...

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### Cloud Telephony

> Cloud telephony, also known as cloud calling, falls under the category of Unified Communications as a Service (UCaaS)

- Published: 2023-12-15
- Modified: 2024-12-18
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cloud-telephony/

Cloud telephony, also known as cloud calling, falls under the category of Unified Communications as a Service (UCaaS), providing voice communication services delivered by a third-party host.






KNOWLEDGE BASECloud TelephonyWhat is Cloud Calling? Cloud telephony, a form of Unified Communications as a Service (UCaaS), provides voice communication services through a third-party host, eliminating the need for traditional enterprise telephone systems like private branch exchange (PBX). Cloud telephony services can be web- or applications-based. Cloud communication providers establish and maintain standardised telephony platforms on their servers, offering remote access to customers via the internet on a subscription or as-needed basis. This allows organisations to move away from costly and time-consuming on-premises telephone systems, such as PBX. While the term cloud telephony commonly denotes a multi-tenant access model, where subscribers pay to use shared resources, hosted telephony typically refers to a dedicated, segregated environment—an off-site PBX—maintained in the cloud by a major carrier for a single organization's use. How does cloud telephony work? Cloud telephony operates through a Voice over IP (VoIP) service provider. When a user initiates a phone call using a VoIP desk phone or softphone, the analog voice signals are converted into digital data packets. These digital packets are then transmitted over the internet to their destination. The VoIP service provider handles the call routing in the cloud, facilitating the transfer of voice data between callers. In essence, cloud telephony leverages the internet to transmit voice communication, eliminating the need for traditional telephone infrastructure. The entire process, from signal conversion to call routing, is managed by the VoIP service provider's infrastructure, offering flexibility, scalability, and the ability to access telephony services remotely. Speak to a consultant We are accredited partners with Related...

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### Cloud Calling

> Cloud calling, also known as cloud-based calling or cloud telephony, refers to the delivery of voice communication services over the internet, utilising cloud infrastructure.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-cloud-calling/

Cloud calling, also known as cloud-based calling or cloud telephony, refers to the delivery of voice communication services over the internet, utilising cloud infrastructure. 

KNOWLEDGE BASECloud CallingWhat is Cloud Calling? Cloud calling, also known as cloud-based calling or cloud telephony, refers to the delivery of voice communication services over the internet, using cloud infrastructure. Instead of traditional telephone lines or on-premises telephony systems, cloud calling relies on internet protocols to transmit voice data. In a cloud calling setup, the entire telephony system is hosted and managed in the cloud by a service provider. This includes call processing, storage, and other telecommunication features. Users can access these services through various devices such as desk phones, computers, and mobile devices, enabling flexible and remote communication. Key features of cloud callingThese include voicemail, call forwarding, auto-attendants, and integration with other cloud-based applications. Users can make and receive calls, manage voicemails, and access other telephony features through a user-friendly interface. Cloud calling offers several advantages, including scalability, cost-effectiveness, and the ability to access advanced features without the need for significant infrastructure investment. It is particularly beneficial for businesses seeking flexible and agile communication solutions that adapt to changing needs and support remote work environments. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the...

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### Click to Call

> Click to call is a feature that enables users to initiate a phone call with a company representative directly from a website or application while they are actively browsing.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-click-to-call/

Click to call is a feature that enables users to initiate a phone call with a company representative directly from a website or application while they are actively browsing.

KNOWLEDGE BASEClick to CallWhat is Click to Call? Click-to-call, also referred to as click-to-talk or click-to-dial, is a functionality that allows users to initiate a phone call with a business representative by simply clicking on a designated button or link. This feature is commonly integrated into websites, mobile apps, or online platforms, providing users with a convenient and immediate way to connect with a company via telephone. The benefits of click to call funtionalityClick-to-call functionality provides several benefits, including enhanced customer engagement through direct communication, increased user convenience with simplified call initiation, higher conversion rates by enabling quick connections with representatives, improved customer support with prompt issue resolution, valuable tracking and analytics insights into user behaviour, mobile optimisation for smartphone users, seamless integration into digital platforms, and real-time communication capabilities for timely interactions. Overall, click-to-call contributes to a more efficient and user-friendly communication experience, benefiting both businesses and customers alike. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms...

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### Call Routing

> Call routing is a function within business phone systems that manages incoming calls by placing them in a queue and subsequently directing them to a designated individual or a predefined group.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-routing/

Call routing is a function within business phone systems that manages incoming calls by placing them in a queue and subsequently directing them to a designated individual or a predefined group.

KNOWLEDGE BASECall RoutingWhat is Call Routing? Call routing is a crucial feature in business phone systems that involves directing incoming calls to specific individuals, departments, or locations based on predetermined criteria.  Call routing enhances efficiency, improves customer service, and ensures that calls are directed to the most appropriate resources, contributing to a seamless communication process within organisations. Common types of call routing  Sequential Call RoutingCalls are directed to a sequence of predefined destinations in a specific order until the call is answered or reaches the end of the list. Sequential call routing is useful for evenly distributing calls among a team or department. Simultaneous Call RoutingCalls are sent to multiple destinations simultaneously, and the first to answer takes the call. Simultaneous call routing ensures quick response times by involving multiple team members at once. Priority-Based Call RoutingCalls are assigned priority levels, and they are routed to higher-priority recipients first before lower-priority ones. Priority based call routing is useful when certain calls require urgent attention or specialised handling. Time-Based Call RoutingCalls are directed to different destinations based on the time of day, allowing for tailored call handling during business hours, after hours, or weekends. Time-based call routing is best used for managing calls effectively during varying time periods. Skill-Based Call RoutingCalls are routed to individuals or teams with specific skills or expertise relevant to the nature of the call. Skills-based call routing is beneficial for organisations with specialised departments or teams. Location-Based Call RoutingCalls are directed to recipients based on their physical location, ensuring calls reach the right individuals or offices... .

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### Circular Call Routing

> Circular call routing is a method of distributing calls where calls are directed to agents in a predetermined sequence.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-circular-call-routing/

Circular call routing is a method of distributing calls where calls are directed to agents in a predetermined sequence.

KNOWLEDGE BASECircular Call RoutingWhat is Circular Call Routing? Circular call routing is an advanced call distribution method that offers several benefits for businesses looking to enhance their customer service operations. This strategy involves directing incoming calls to a sequence of agents in a circular order, ensuring a fair distribution of calls among team members. It offers equal distribution of calls, increased operational efficiency, flexibility, improved customer experience, collaborative team dynamics, customisable routing logic, and comprehensive reporting, making it a valuable strategy for optimising call centre operations. Here are the benefits of circular call routing implementationEqual DistributionOne of the primary benefits of circular call routing is the fair and even distribution of calls among available agents. This prevents overloading specific individuals or departments, ensuring that each team member has an equal opportunity to handle incoming calls. This balance contributes to improved workload management and prevents bottlenecks in customer service. Increased EfficiencyCircular call routing enhances operational efficiency by optimizing agent availability. Calls are systematically distributed, minimizing idle time for agents and maximizing their engagement. This efficient use of resources leads to quicker response times and a more streamlined customer service experience. Flexibility and AdaptabilityBusiness needs and call volumes can fluctuate throughout the day. Circular call routing systems are flexible and can adapt to changing circumstances. For instance, during peak hours, calls can be evenly distributed to accommodate increased demand, and during slower periods, the system can adjust to maintain optimal efficiency. Improved Customer ExperienceEfficient call routing directly contributes to an improved customer experience. With calls promptly directed to...

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### Carriers

> A carrier is a telecoms or service provider that operates the infrastructure required for transmitting communication signals, connecting users within a network or across different networks.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-telecoms-carrier/

A carrier is a telecoms or service provider that operates the infrastructure required for transmitting communication signals, connecting users within a network or across different networks.

KNOWLEDGE BASECarrierWhat is a Telecoms Carrier? A telecoms or mobile carrier refers to a company or service provider that operates the infrastructure and network necessary for transmitting communication signals. Carriers play a crucial role in facilitating various forms of communication, including voice calls, data transmission, and internet connectivity. There are different types of carriers, such as telecommunications carriers, internet service providers (ISPs), and mobile carriers. Telecommunications carriers typically manage landline or fixed-line communication services, while mobile carriers specialise in providing cellular network services. ISPs, on the other hand, focus on offering internet connectivity. Carriers are responsible for establishing and maintaining the physical and virtual infrastructure, including cables, satellites, and network equipment, that enables communication between users. They often charge fees or subscription costs for their services, and users can choose carriers based on factors such as coverage, service quality, and pricing. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get in touch

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### Call Transfers

> Call transfers, also known as call forwarding, involve the procedure of redirecting an incoming call to an alternative phone or messaging system.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-call-transfers/

Call transfers, also known as call forwarding, involve the procedure of redirecting an incoming call to an alternative phone or messaging system.

KNOWLEDGE BASECall TransfersWhat are Call Transfers? Call transfers, also known as call forwarding, involve the process of redirecting an incoming call to another phone or messaging system. This can be accomplished through a dedicated call transfer button on a physical phone or via Microsoft Teams or other call transfer software. Depending on the specific system, the recipient of the call transfer may have the option to accept or refuse the call. Typically, a transfer includes the phone number of the original caller or other identifying information. In more sophisticated business phone systems, additional information, such as notes from previous handlers of the call, can be transferred along with the call. Call Transfer FeaturesCall transfer systems offer numerous benefits to both large and small organisations. These solutions enhance employee availability, allowing them to provide support even when out of the office. For instance, a traveling employee can set up call forwarding from a desk phone to a mobile phone, ensuring continuous contact and making the workforce more mobile. Call transferring can significantly improve customer service. Call centres or help desks with regional calling codes can efficiently forward calls to a single switchboard. Using local area codes enhances convenience for customers, and consolidating transfers to a single switchboard results in quicker response times. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach...

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### Call Traffic

> Call traffic refers to the volume of telephone calls occurring within a specific telecoms network or system during a given period. It measures the no. of calls being initiated, received, or in progress.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-traffic/

Call traffic is the volume of telephone calls occurring within a specific telecoms network or system during a given period. It measures the no. of calls being initiated, received, or in progress. 

KNOWLEDGE BASECall TrafficWhat is Call Traffic? Call traffic refers to the volume of telephone calls or communications occurring within a specific telecommunications network or system during a given period. It is a metric that measures the number of calls being initiated, received, or in progress at any given time. Call traffic is an essential consideration for telecommunication service providers and businesses managing phone systems, as it helps assess the load on the network, plan network capacity, and optimise resources. Understanding call traffic patterns is crucial for ensuring that a telecommunications infrastructure can handle the demand efficiently. During peak hours or specific events, call traffic may increase, requiring adequate network capacity and resources to prevent congestion or service disruptions. Telecom operators use call traffic analysis to optimise routing, allocate resources effectively, and enhance the overall performance of the communication network. The best ways to manage call trafficManaging call traffic involves strategies to efficiently handle the flow of telephone calls, here are some examples on how traffic can be effectively managed. Capacity PlanningRegularly analyse call traffic patterns to anticipate peak periods and allocate sufficient network resources to handle increased demand. This involves assessing historical data, identifying trends, and planning for scalability. Optimised RoutingImplement intelligent call routing systems to direct calls efficiently. Use criteria such as caller location, purpose of the call, or available agent skills to route calls to the most suitable destination. This helps in reducing call congestion and improving service quality. Load BalancingDistribute call traffic evenly across available network resources. Load balancing ensures that no single...

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### Call Tracking

> Call tracking software enables marketers to tie customers' digital journeys to phone calls using online data collection to determine what activity the call is attributed to.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-tracking/

Call tracking software enables marketers to tie customers' digital journeys to phone calls using online data collection to determine what activity the call is attributed to.

KNOWLEDGE BASECall TrackingWhat is Call Tracking Software? Call tracking software is a technology tool designed to capture and analyse data related to inbound phone calls. It enables businesses to monitor and measure various aspects of calls, including the caller's name, phone number, call duration, and the marketing source that led to the call. This software plays a crucial role in assessing the effectiveness of marketing campaigns, understanding customer interactions, and making data-driven decisions to optimise communication strategies. What marketing channels can be tracked by call tracking?  Call tracking software offers a range of benefits for businesses, enhancing both marketing and operational aspects. Businesses can precisely measure Marketing Return on Investment (ROI) by attributing calls to specific channels, providing insights into the most effective campaigns. The software also delves into Customer Insights, allowing businesses to tailor strategies based on customer preferences and behaviours. Google Ads / Bing AdsMarketing CampaignsOrganic TrafficPaid traffic from other online adsGoogle My Business Listing TrafficDirectory traffic sourcesPR traffic sourcesWhat details can call tracking capture?  Caller InformationThis includes details such as the caller's name, phone number, and location. Call DurationThe software records the duration of each call, providing insights into the length of interactions. Call SourceIt identifies the marketing source or campaign that prompted the call, helping businesses assess the effectiveness of their marketing efforts. Call RecordingSome call tracking software allows for the recording of calls, providing a valuable resource for training, compliance, and dispute resolution. Call AnalyticsThe software analyses call data to generate insights into call patterns, customer behaviour, and campaign performance. Speak to a consultant...

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### Call Recording

> Call recording captures and stores voice conversations from an audio source. This feature allows for the recording of active calls or conference calls, preserving the recording for future reference or documentation.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-recording/

Call recording captures and stores voice conversations from an audio source. This feature allows for the recording of active calls or conference calls, preserving the recording for future reference or documentation.

KNOWLEDGE BASECall RecordingWhat is Call Recording? Call recording is the practice of capturing and storing voice conversations, such as phone calls or conference calls, providing businesses with essential tools for documentation, analysis, and compliance. The business benefits include quality assurance, training and development, dispute resolution, compliance requirements  and legal protection. Regulated industries are required to implement call recording to meet strict legal and industry-specific regulations, ensuring accurate information capture and enhancing overall operational efficiency. Business Benefits of Call Recording Quality Assurance Call recording allows businesses to review and assess the quality of customer interactions. This aids in identifying areas for improvement in customer service and employee performance. Training and DevelopmentRecorded calls serve as valuable training resources for employees. Managers can use them to provide targeted feedback, enhance communication skills, and ensure consistent service standards. Dispute ResolutionHaving a recorded history of conversations can be crucial for resolving disputes or discrepancies. It provides an objective reference point to clarify information and address customer concerns. Compliance RequirementsIn certain industries, regulatory compliance mandates the recording and retention of customer interactions. This is particularly relevant for businesses in finance, healthcare, and other sectors governed by strict legal requirements. Legal ProtectionCall recordings can serve as legal protection in case of misunderstandings or disputes. They provide an accurate account of conversations, helping businesses navigate legal challenges. Call Recording for regulated businesses  Financial Institutions - Banks, credit unions, and financial services must comply with regulations that require the recording and archiving of financial transactions and interactions. Healthcare Providers - The healthcare industry, including hospitals and clinics, is subject to regulations...

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### Call Queues

> Call queues direct callers to individuals within your organization who can address specific issues or enquiries. Calls are distributed individually to queue members, referred to as agents.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-queue/

Call queues direct callers to individuals within your organisation who can address specific issues or enquiries. Calls are distributed individually to queue members, referred to as agents.

KNOWLEDGE BASECall QueuesWhat is a Call Queue? A call queue is a system that directs callers to designated individuals within an organisation who can assist with specific issues or enquiries. Calls are distributed one at a time to members of the queue, often referred to as agents. Call queues typically include a greeting message and background music for individuals waiting on hold. Implementing a call queue is a strategic approach to managing inbound calls effectively, optimising agent productivity and enhancing the overall customer service experience. What are the benefits of call queue implementation?  Efficient Call DistributionCall queues ensure that incoming calls are systematically distributed to available agents, preventing a concentration of calls on specific individuals and promoting fair distribution. Improved Customer ExperienceBy organising calls based on specific issues or departments, call queues enhance the customer experience. Callers are directed to agents with relevant expertise, leading to quicker issue resolution. Reduced Wait TimesCall queues help manage high call volumes by organising and prioritising incoming calls. This reduces wait times for callers, contributing to higher customer satisfaction. Optimised Agent WorkloadAgents within a call queue can efficiently handle calls within their expertise. This feature enables optimised workload distribution and ensures that calls are directed to the most suitable individuals. Flexibility and ScalabilityCall queues are scalable and adaptable to changing call volumes. As call traffic fluctuates, organisations can easily adjust the settings of call queues to meet demand. Monitoring and AnalyticsCall queues often come with monitoring and analytics features, allowing organisations to track call metrics, agent performance, and overall call queue efficiency. This...

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### Call Pattern Analysis

> Call Pattern Analysis examines the calls originating from one or more phones to detect commonly dialled numbers or unique call patterns during specific times.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-pattern-analysis/

Call Pattern Analysis examines the calls originating from one or more phones to detect commonly dialled numbers or unique call patterns during specific times. 

KNOWLEDGE BASECall Pattern AnalysisWhat is a Call Pattern Analysis? Call Pattern Analysis is a detailed examination of the calling behaviours associated with one or more telephones. This analytical process involves a thorough review of the numbers dialled and seeks to identify recurring patterns or irregularities in the calling activities. Call Pattern Analysis involves a comprehensive examination of calling data to identify consistent patterns, irregularities, or changes in calling behaviours over different time periods, providing valuable information for various purposes, including telecommunications management, security monitoring, and investigative efforts. The benefits of Call Pattern AnalysisCall Pattern Analysis enables businesses to identify trends, anomalies, or patterns that may be indicative of specific behaviours or events. This type of analysis is often employed in telecommunications, security, and investigative contexts to detect unusual or suspicious calling activities. By analysing changes in calling patterns over time, analysts can gain valuable insights into shifts in communication behaviours. For instance, this analysis may reveal alterations in the frequency of calls, common numbers dialled, or variations in the timing of calls. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the...

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### Call Menu

> A call menu (commonly referred to as an auto attendant or IVR) gives your callers a number of options to choose from when they call.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-menu/

A call menu (commonly referred to as an auto attendant or IVR) gives your callers a number of options to choose from when they call.

KNOWLEDGE BASECall MenuWhat is a Call Menu? A call menu, often referred to as an Interactive Voice Response (IVR) system or phone menu, is a telecommunications feature that uses voice prompts and keypad inputs to enable callers to interact with a computerised system. The main purpose of a call menu is to efficiently route incoming calls, provide information, and facilitate self-service options for callers. Call menus are commonly used in various industries and organisations to streamline call handling processes and improve the overall customer experience. Call menus play a crucial role in managing high call volumes, directing calls efficiently, and providing a structured and organised communication channel for both businesses and service providers. They contribute to improved operational efficiency, reduced wait times, and enhanced customer satisfaction by ensuring that callers are quickly and accurately connected to the resources or information they seek. What are the standard Call Menu features?  Voice Prompts Recorded greetings and instructions initiate the call menu. Guides callers through available options, facilitating selections via their telephone keypad. Menu Options Presents organised options, often in a hierarchical structure. Includes inquiries about departments, services, or specific actions desired by the caller. Keypad Inputs Callers use their telephone keypad to input responses or selections. Specific numbers may lead to routing calls to particular departments or accessing relevant information. Call Routing System routes calls based on caller selections. Directs calls to specific extensions, departments, or pre-recorded messages with pertinent information. Self-Service Transactions Includes self-service capabilities for transactions without human intervention. Enables actions like checking balances, making payments, or retrieving information. Integration with Systems Advanced call menus integrate with backend systems, databases,...

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### Call Logging

> Call logging involves collecting data that specifically captures details such as the source of telephone call initiation, the intended recipient, call duration, and other relevant characteristics of the call.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-logging/

Call logging involves collecting data that specifically captures details such as the source of telephone call initiation, the intended recipient, call duration, and other relevant characteristics of the call.

KNOWLEDGE BASECall LoggingWhat is a Call Logging? Call logging is the practice of systematically recording and documenting details related to telephone calls. This includes information such as the origin of the call, the recipient, the duration, and various characteristics associated with the call. The business benefits of call loggingCall logging benefits businesses by providing actionable insights into call patterns, customer interactions, and operational efficiency, ultimately contributing to improved customer service, compliance, and strategic decision-making. Performance Analysis Call logging provides valuable data for performance analysis. Organisations can track call volumes, peak calling times, and call durations. This information helps in optimising staffing levels, ensuring that an adequate number of personnel are available during busy periods. Customer Service Improvement By analysing call logs, businesses can gain insights into customer interactions. Understanding common inquiries, frequently raised issues, and customer feedback enables organisations to improve customer service processes, address concerns proactively, and enhance overall customer satisfaction. Resource Allocation Call logs assist in efficient resource allocation. By identifying patterns in call traffic, organisations can allocate resources effectively, ensuring that personnel are assigned to departments or tasks based on the volume and nature of incoming calls. Training and DevelopmentCall logging data is valuable for training and development purposes. Organisations can use call recordings and logs to assess employee performance, identify areas for improvement, and provide targeted training. This contributes to the ongoing development of customer service representatives and helps maintain a high standard of service. Security and ComplianceIn sectors where regulatory compliance is crucial, call logging helps in maintaining security and compliance standards. By keeping...

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### Call Forwarding

> Call forwarding is a telephony function that enables the rerouting or forwarding of incoming calls to an alternate phone number.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-forwarding/

Call forwarding is a telephony function that enables the rerouting or for-warding of incoming calls to an alternate phone number.

KNOWLEDGE BASECall ForwardingWhat is a Call Forwarding? Call forwarding is a telephony feature that allows incoming calls to be redirected or forwarded to a different phone number. This enables users to receive calls at an alternative location or on another device, providing flexibility and ensuring they don't miss important communications. Call forwarding is a versatile phone feature that ensures continuous accessibility by redirecting incoming calls to different numbers or devices. It enhances flexibility, promotes efficient call handling, and contributes to business continuity. With benefits such as improved customer service, cost savings, and support for remote work, call forwarding offers a personalised and adaptable communication solution for individuals and businesses. The benefits of using call forwardingAccessibilityUsers can receive calls at different locations or on various devices, ensuring they are reachable even when away from their primary phone. FlexibilityCall forwarding provides flexibility for users who may need to switch between different devices or locations, accommodating changes in their work or personal situations. Continuous ConnectivityEnsures continuous connectivity by forwarding calls to alternative numbers or devices, reducing the likelihood of missed calls and improving responsiveness. Business ContinuityFor businesses, call forwarding contributes to business continuity, as calls can be directed to alternative numbers in case of office relocations, temporary closures, or other disruptions. Efficient Call HandlingCalls can be directed to specific individuals or departments, streamlining call management and ensuring that inquiries reach the right personnel promptly. Enhanced Customer ServiceBusinesses can provide better customer service by promptly attending to customer inquiries or support requests, even if the primary contact is unavailable. Cost SavingsIndividuals and businesses...

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### Call Divert

> Call divert is a telecommunications feature that allows incoming calls to be redirected to another number or voicemail, and is available on most modern devices.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-divert/

Call divert is a telecommunications feature that allows incoming calls to be redirected to another number or voicemail, and is available on most modern devices.

KNOWLEDGE BASECall DivertWhat is a Call Divert? Call divert, also known as call forwarding, is a telecommunications feature that allows users to redirect incoming calls from one phone number to another. This feature is useful in various situations, providing flexibility and convenience for users who may not always be available to answer calls on a particular device. Call divert typically involves setting up specific conditions under which incoming calls should be redirected to an alternative number.  The benefits of call diverts 1. Activation and Deactivation Users can activate and deactivate call divert based on their preferences and availability. Activation can often be done through the phone's settings or by dialling a specific code, and deactivation reverses the process. 2. Types of Call Divert Unconditional Call Divert: All incoming calls are automatically redirected to the specified number without the phone ringing. Conditional Call Divert: Calls are redirected based on specific conditions, such as when the user's phone is busy, unanswered, or unreachable. 3. Conditions for Conditional Call Divert Call Forward on Busy: Calls are redirected when the user is on another call. Call Forward on No Answer: Calls are redirected when the user doesn't answer within a specified number of rings. Call Forward on Unreachable: Calls are redirected when the user's phone is turned off or out of network coverage. 4. Target Number Users specify the phone number to which incoming calls should be diverted. This can be another mobile number, a landline, or any valid telephone number. 5. Call Divert Use Cases Business Continuity: Professionals can divert calls to ensure they are reachable even when...

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### Call Detail Record (CDR)

> Call Detail Records (CDRs) are data records that contain information about telephone calls or text messages, including time and date, caller information, duration and type of call.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-call-detail-record-cdr/

Call Detail Records (CDRs) are data records that contain information about telephone calls or text messages, including time and date, caller information, duration and type of call. 

KNOWLEDGE BASECall Detail Record (CDR)What is a Call Detail Record? A Call Detail Record (CDR) is a data record that provides information about a telephone call or communication session. It contains details and metadata related to a specific communication event, whether it's a phone call, SMS , or another type of communication. Call Detail Records are generated and stored by telecommunications service providers for billing, analysis, and operational purposes.  Call Detail Records play a crucial role in telecommunications operations, helping service providers manage billing, analyse call patterns, optimise network performance, and investigate any issues or disputes related to communication services. The specific details included in a CDR can vary between service providers and the type of communication service being recorded. What information does CDR capture? 1. Call Identification Call Start Time and Date - When the call or communication session began. Call End Time and Date - When the call or communication session concluded. Call Duration - The length of the call or session. 2. Caller and Recipient Information Caller's Phone Number or Identifier - The phone number or unique identifier of the person initiating the call. Recipient's Phone Number or Identifier - The phone number or unique identifier of the person receiving the call. 3. Location Information Caller's Location - Depending on the capabilities of the network, the general location of the caller at the time of the call. Recipient's Location - Similar to the caller's location, this provides information about the general location of the recipient. 4. Call Type Incoming, Outgoing, or Missed - Indicates whether the call was incoming, outgoing, or if it was missed. 5. Service Type Voice, SMS,...

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### Call Barring

> Call barring allows users to restrict certain types of calls from being made or received, providing control over phone usage and preventing the unauthorised use of telephone services.

- Published: 2023-12-15
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-call-barring/

Call barring allows users to restrict certain types of calls from being made or received, providing control over phone usage and preventing the unauthorised use of telephone services.

KNOWLEDGE BASECall BarringWhat is Call Barring? Call barring is a telecommunications feature that allows a user to block certain types of incoming or outgoing calls. This feature is commonly found in mobile phones and landline systems and serves as a means of controlling and restricting communication. Call barring can be applied to various categories of calls, and the specific options may vary depending on the service provider and the type of device. It's important to note that call barring is a user-controlled feature, and the effectiveness of call blocking may depend on the capabilities of the user's device and the services offered by their telecommunications provider. Additionally, emergency calls (such as calls to emergency services) are typically not affected by call barring to ensure users' safety in critical situations. What are the different types of Call Barring? Incoming Call BarringUsers can choose to block incoming calls from specific numbers, anonymous callers, or calls with hidden caller IDs. This is particularly useful for avoiding unwanted or nuisance calls. Outgoing Call BarringOutgoing call barring allows users to restrict calls to specific numbers or types of numbers. This might be used, for example, to prevent international calls or calls to premium-rate numbers. International Roaming BarringWhen users are traveling internationally, they can use call barring to restrict their phone from making or receiving calls, helping to avoid unexpected charges associated with international roaming. Other Call Barring optionsCall barring settings are typically protected by a password or PIN to prevent unauthorised changes. This adds a layer of security to ensure that only...

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### Call Analytics

> Call analytics gather and analyse information from incoming phone calls. This encompasses data related to call tracking, such as the caller's name, phone number, and the promotional source that led to the call.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-are-call-analytics/

Call analytics gather and analyse information from incoming phone calls. This encompasses a wide range of data related to call tracking.

KNOWLEDGE BASECall AnalyticsWhat are Call Analytics? Call analytics refers to the process of using technology, often augmented by artificial intelligence, to analyse and extract valuable insights from data generated during inbound and outbound phone calls. This includes information such as caller details, call duration, call source, and other relevant metrics.  They provide improved operational efficiency, better customer understanding, and the ability to make informed decisions that positively impact overall performance and growth. The business benefits of Call Analytics:Performance MonitoringCall analytics allows businesses to monitor and evaluate the performance of their call activities. This includes tracking call volume, response times, and call outcomes. Customer InsightsAnalysing call data provides valuable insights into customer behaviour, preferences, and needs. Businesses can use the data to understand customer concerns, identify trends, and tailor their services accordingly. Marketing EffectivenessCall analytics helps in attributing calls to specific marketing channels. This insight is crucial for assessing the effectiveness of marketing campaigns and allocating resources to the most successful channels. Lead GenerationBy understanding which marketing sources drive phone calls, businesses can refine their lead generation strategies. This involves focusing on the channels that generate quality leads and optimising campaigns for better results, call tracking providers such as our partner Infinity provide this solution. Employee PerformanceBusinesses can use call analytics to assess the performance of their customer support or sales teams. This includes tracking call duration, resolution times, and the effectiveness of communication. Data-Driven Decision-MakingCall analytics provides actionable data that businesses can use to make informed decisions. Whether it's refining marketing strategies or improving customer service processes, data-driven...

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### Broadband

> Business broadband is a type of internet connection service specifically designed to meet the needs of businesses. It provides a high-speed and reliable internet connection.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-business-broadband/

Business broadband is a high-speed internet connection that is essential for businesses, individuals to access and share information across the globe.

KNOWLEDGE BASEBusiness BroadbandWhat is Business Broadband? Business broadband refers to a type of internet connection service specifically designed to meet the needs of businesses. It provides a high-speed and reliable internet connection, enabling organisations to perform various online activities essential for their operations. Business broadband is distinct from residential broadband in terms of performance, features, and support, catering to the unique requirements of businesses. The key benefits of business broadbandHigh SpeedsBusiness broadband typically offers higher download and upload speeds compared to residential plans. This is crucial for businesses that rely on fast internet connectivity for tasks such as data transfers, video conferencing, and accessing cloud-based applications. ReliabilityBusiness broadband services often come with Service Level Agreements (SLAs) that guarantee a certain level of uptime and reliability. This is essential for businesses that depend heavily on a continuous internet connection to operate efficiently. Symmetrical SpeedsUnlike many residential broadband plans that prioritise download speeds, business broadband often provides symmetrical speeds, meaning that the upload and download speeds are comparable. This is beneficial for activities such as sending large files or hosting online services. Static IP AddressesBusiness broadband typically includes static IP addresses, which are essential for hosting websites, email servers, or other services that require a consistent and easily identifiable internet address. Priority SupportBusiness broadband plans often come with dedicated customer support for businesses. This ensures that any issues are addressed promptly, minimising downtime. Security FeaturesBusiness broadband services may include enhanced security features such as firewalls and virtual private networks (VPNs) to protect sensitive business data from online threats. ScalabilityBusiness broadband...

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### Bring Your Own Carrier (BYOC)

> BYOC is a telecommunications model where businesses bring their own carrier to a cloud-based communications platform to have more control over their infrastructure and choose the carrier that best meets their needs.

- Published: 2023-12-15
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-does-bring-your-own-carrier-mean/

BYOC is a telecommunications model where businesses bring their own carrier to a cloud-based communications platform to have more control over their infrastructure and choose the carrier that best meets their needs. 

KNOWLEDGE BASEBring Your Own Carrier (BYOC)What is a BYOC? Bring Your Own Carrier (BYOC) is a telecommunications model where businesses bring their own carrier to a cloud-based communications platform to have more control over their infrastructure and choose the carrier that best meets their needs. BYOC is driven by the desire for flexibility, enabling businesses to leverage existing infrastructure without significant investments. This flexibility extends to carrier selection, allowing easy switching if needed. In sectors like escort services, BYOC ensures reliable and secure communication, vital for maintaining privacy. Telecom operators benefit by tapping into new customer segments, fostering competition, and driving service quality improvements. In conclusion, BYOC revolutionises the telecom industry, offering businesses flexibility, cost savings, and improved customer experiences. It empowers them to customise their telecom ecosystem, making it a key player in shaping the future of communication. Challenges include integration complexity, security, quality of service, customer support, and scalability, but these can be overcome with careful consideration and best practices. Best practices for successful BYOC implementation involve a thorough evaluation of the existing infrastructure, careful vendor selection, well-defined integration planning, comprehensive testing, and validation, as well as training and ongoing support for users. These practices ensure a smooth transition, allowing organisations to maximise the benefits of BYOC effectively. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified...

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### Bearer Channel

> A bearer channel is a dedicated communication channel used to carry data or voice signals, and is a critical component of modern telecommunication networks.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-a-bearer-channel/

A bearer channel is a dedicated communication channel used to carry data or voice signals, and is a critical component of modern telecommunication networks. 

KNOWLEDGE BASEBearer Channel (B Channel)What is a bearer channel? A bearer channel also known as a B channel is a dedicated communication channel that carries user data, and it contrasts with signalling channels, which handle control and coordination functions in a telecommunications system. B channels are distinct from a signalling channel, which is used for control and coordination purposes. Bearer channels are commonly associated with technologies like ISDN (Integrated Services Digital Network) and provide the pathway for transmitting the actual user information. In the context of ISDN, which is a digital telecommunications standard, bearer channels are known as B channels. These channels are used to carry voice, video, or data information. The B channels operate at a higher data rate compared to the D (Delta) channel, which is the signalling channel responsible for managing call setup, teardown, and other control functions. For example, in Basic Rate Interface (BRI) ISDN, there are two B channels (B1 and B2) each operating at 64 Kbps (kilobits per second) and one D channel operating at 16 Kbps. The B channels are used for carrying the actual user data, such as voice conversations or digital information. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited...

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### Bandwidth

> Bandwidth is the amount of data that can be transmitted over a network or communication channel in a given amount of time.

- Published: 2023-12-15
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-bandwidth/

Bandwidth is the amount of data that can be transmitted over a network or communication channel and is usually measured in bits per second, kilobits per second, or megabits per second. 

KNOWLEDGE BASEBandwidthWhat is bandwidth? Bandwidth, in the context of telecoms and networks, refers to the maximum rate of data transfer across a network or communication channel. It is a crucial measure of the capacity or throughput of the network, indicating how much data can be transmitted in a given amount of time. Bandwidth is often expressed in bits per second (bps) or multiples of bits, such as kilobits per second (Kbps), megabits per second (Mbps), or gigabits per second (Gbps). Higher bandwidth values signify a greater capacity for data transmission. In simpler terms, imagine a network as a pipeline, and bandwidth represents the width of that pipeline. The wider the pipeline (higher bandwidth), the more data it can carry simultaneously, resulting in faster and more efficient communication. Bandwidth is a critical factor in determining the speed and performance of various network activities, such as internet browsing, file downloads, video streaming, and online gaming. It influences how quickly data can be sent or received between devices or across the internet. It's important to note that bandwidth is not the only factor affecting network speed; latency, packet loss, and other factors also play roles in determining overall network performance. In telecommunications, allocating sufficient bandwidth is essential for ensuring reliable and high-quality communication services. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to...

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### 8x8 Unified Communications

> The 8x8 unified communications platform includes voice communication features like VoIP, supporting video conferencing and messaging for real-time communication.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-8x8-unified-communications/

The 8x8 unified communications platform includes voice communication features like VoIP, supporting video conferencing and messaging for real-time communication. 

KNOWLEDGE BASE8x8 Unified CommunicationsWhat is 8x8 Unified Communications? 8x8 Unified Communications is a cloud-based communication service.  Unified Communications integrates various communication tools and applications into a single platform, facilitating seamless and efficient collaboration within organisations. The 8x8 unified communications platform includes voice communication features like VoIP, supporting video conferencing and messaging for real-time communication. Collaboration tools such as file sharing and screen sharing enhance teamwork, while presence management allows users to view the availability status of colleagues. It is accessible through mobile applications, promoting connectivity on the go. Integration with business applications, a unified user interface, and web conferencing features contribute to a centralised and efficient communication system. Security measures, voicemail management, call forwarding, analytics, and support for remote work are integral components of 8x8 Unified Communications. The platform aims to streamline communication processes, boost collaboration, and enhance productivity for businesses of different sizes and industries. Opus are accredited 8x8 partners. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus are the leading telecoms reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to unified communications, design, deployment and ongoing telecoms support.  Our specialist telecoms services include but are not limited to:UCaaSOn premise PBX TelephonyVoIPLeased LinesDirect RoutingMicrosoft TeamsBack to our Telecoms Glossary > Industry Recognition WINNERSUK Security Partner of the Year 2023Partner of the Year 2022Modern Workplace Partner of the Year 2021 FINALISTSModern Workplace Partner of the Year 2023 Keen to discuss your telecoms requirement? Get...

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### Auto Attendant

> Auto-attendant also known as an automated attendant system or virtual receptionist, is a telephony term referring to a voice menu system.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-auto-attendant/

Auto-attendant, also known as an automated attendant system or virtual receptionist, is a telephony term referring to a voice menu system.

KNOWLEDGE BASEAuto AttendantWhat is an auto attendant? An auto attendant, also known as a virtual receptionist, is a telephony feature handling incoming calls by providing a menu system for call direction. Originally developed with Private Branch Exchange (PBX) systems, it replaced manual call connections. Key aspects include efficient call routing, personalised greetings, and integration with various communication channels. The auto attendant's evolution has significantly impacted call management, enhancing customer satisfaction and professionalism. Considerations for implementation include scalability, customisation, call routing options, integration capabilities, system reliability, user-friendliness, and support services. Optimisation best practices involve clear and concise menu options, personalised greetings, efficient call routing, integration with other channels, and regular monitoring and updates for a seamless customer experience. What are the benefits of implementing an auto attendant   Improved Call Management The auto attendant efficiently handles incoming calls, ensuring they are directed to the appropriate department or individual without the need for a human operator. It helps manage high call volumes, reducing the risk of missed calls and minimising wait times. Enhanced Professionalism With a professionally recorded greeting and a structured menu system, the auto attendant projects a polished and consistent image, enhancing the professionalism of a business. Increased Efficiency By offering self-service options and allowing callers to choose specific menu options, the auto attendant streamlines the call-routing process, saving time for both callers and the business. Cost Savings Implementing an auto attendant eliminates the need for a dedicated receptionist or operator, resulting in cost savings related to labor expenses. 24/7 Availability...

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### Authentication

> Authentication is the process of verifying the identity of a user or system to ensure that only authorised individuals or systems are granted access to resources.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-authentication/

Authentication is the process of verifying the identity of a user or system to ensure that only authorised individuals or systems are granted access to resources.

KNOWLEDGE BASEAuthorisationWhat is authorisation in telecoms? Authentication in telecommunications refers to the process of verifying the identity of users or devices attempting to access a network or communication system. It is a crucial security measure implemented to ensure that only authorised individuals or devices gain access to specific services, networks, or resources within the telecommunications infrastructure. Authentication plays a vital role in safeguarding sensitive information, preventing unauthorised access, and maintaining the integrity and security of communication systems.  Here are key components of authentication in telecoms User Identity VerificationAuthentication involves validating the identity of users before granting them access to telecommunication services. This process ensures that only authorised individuals can use services such as making calls, sending messages, or accessing data. Device AuthenticationIn addition to verifying user identities, telecom authentication also extends to devices. Mobile phones, smartphones, and other communication devices often go through an authentication process to connect to a network and access services. Authentication ProtocolsTelecommunications networks use various authentication protocols to establish the identity of users and devices. Common protocols include Extensible Authentication Protocol (EAP), SIM authentication in mobile networks, and others tailored to specific technologies. Credentials and TokensAuthentication typically involves the use of credentials, such as usernames and passwords, to validate user identities. In mobile networks, Subscriber Identity Modules (SIM cards) act as authentication tokens, providing a secure and unique identifier for each user. Biometric AuthenticationSome telecom systems incorporate biometric authentication methods, such as fingerprint recognition, voice recognition, or facial recognition, to enhance security and provide a more seamless user experience. Multi-Factor Authentication (MFA)To strengthen security,...

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### Audio

> Audio is the transmission and reception of sound waves through electronic devices and is essential for various industries, including music, film, broadcasting, telecommunications, and gaming.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-audio/

Audio is the transmission and reception of sound waves through electronic devices and is essential for various industries, including music, film, broadcasting, telecommunications, and gaming.

KNOWLEDGE BASEAudioWhat is audio in telecoms? In telecommunications, audio refers to the transmission and reception of sound or speech signals between communication devices. It involves the encoding, transmission, and decoding of audio signals to enable voice communication over a network. Audio plays a fundamental role in various communication technologies, including traditional telephony, Voice over Internet Protocol (VoIP), video conferencing, and other voice-based applications. Key aspects of audioEncodingThe process of converting analog sound waves into digital signals or packets that can be transmitted over a network. This encoding is typically done using codecs (coder-decoder) to compress and efficiently transmit the audio data. TransmissionThe audio signals, now in digital form, are transmitted over a network. This can occur over traditional telephone lines, through the internet for VoIP communication, or via other digital communication channels. DecodingAt the receiving end, the transmitted audio signals are decoded back into analog sound waves. This process allows the recipient to hear the original audio message. Quality of Service (QoS)Ensuring high-quality audio transmission is crucial for effective communication. QoS measures in telecommunications focus on minimising latency, jitter, and packet loss to maintain clear and reliable audio. Telephony In traditional telephony, audio is the primary medium for voice communication over the Public Switched Telephone Network (PSTN). Analog voice signals are transmitted over copper wires between telephones. VoIPVoice over Internet Protocol (VoIP) relies on audio data packets transmitted over the internet. VoIP technology digitises and compresses audio signals for efficient transmission, offering a cost-effective alternative to traditional telephony. Video Conferencing Audio is a key component of video conferencing systems, where...

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### Analogue Telephone Adapter (ATA)

> The Analogue Telephone Adapter ATA transforms the analog signal from a phone into a digital format during transmission and converts the digital signal back to analog during reception.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-an-analogue-telephone-adapter/

The ATA transforms the analog signal from a phone into a digital format during transmission and converts the digital signal back to analog during reception.

KNOWLEDGE BASEAnalogue Telephone Adapter (ATA)What is ATA? Analogue Telephone Adapter also known as a ATA, is a vital component bridging traditional analog telephony and modern digital networks. It facilitates the integration of voice communication services seamlessly. This overview covers the definition, historical context, key principles, and the industry focus on ATA. ATA connects analog telephones or fax machines to digital networks by converting analog voice signals into digital packets. This enables the use of traditional telephony devices with Voice over Internet Protocol (VoIP) systems, promoting cost-effective communication. Key Principles of ATAATA operates by converting analog voice signals, utilising codecs for signal compression, connecting to networks through Ethernet or Wi-Fi, supporting various VoIP protocols, and featuring one or more analog phone ports for device connectivity. How ATA WorksATA's functionality involves converting analog voice signals into digital packets, enabling voice calls over IP networks. With features like caller ID and voicemail, ATA enhances the telephony experience. It transforms communication by allowing voice calls through packet-switched networks, reducing costs and enhancing scalability. The benefits of Analogue Telephone Adapter (ATA)ATA offers cost savings by leveraging existing analog devices, flexibility, seamless integration into digital networks, enhanced mobility, easy maintenance, compatibility with various protocols, and the ability to integrate legacy systems with modern networks. It is a crucial link between traditional analog telephony and modern digital networks, providing enhanced flexibility, cost savings, and versatile communication options in the ever-evolving telecoms industry. Speak to a consultant We are accredited partners with Related Pages Telecoms Glossary  How Opus' telecoms consultants can assist you Opus...

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### Asynchronous Communication

> Asynchronous communication is where information exchange occurs without real-time interaction, such as email, online forums, and collaborative documents, offering flexibility and convenience for participants to engage at their own pace.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-asynchronous-communication/

Asynchronous communication enables information exchange at your own pace. Eg. email, forums, and collaborative documents, offering flexibility and convenience. 

KNOWLEDGE BASEAsynchronous communicationWhat is Asynchronous communication? Asynchronous communication is a method of communication where the sender and receiver do not need to be present at the same time, allowing individuals to send and receive messages at different times. It has been used for centuries, with the advent of the internet and digital technology making it even more prevalent and enabling individuals to communicate with each other regardless of their location or time zone. It plays a critical role in enabling individuals to communicate with each other across different devices and platforms. Asynchronous communication offers flexibility as it doesn't require immediate responses. It is particularly useful in situations where participants are in different time zones, have varying schedules, or need time to consider their responses carefully. However, it may lack the immediacy and dynamic interaction found in synchronous communication methods. Examples of asynchronous communication include:EmailSending and receiving emails is an asynchronous communication method. Users can compose messages and send them to recipients who can read and respond to the messages at their own pace. Discussion Forums Online forums, message boards, or discussion platforms facilitate asynchronous communication. Users can post messages, ask questions, or share information, and others can respond whenever it suits them. Collaborative DocumentsPlatforms like Google Docs enable multiple users to collaborate on a document. Each user can contribute or edit content, and changes are visible to others when they access the document. Instant Messaging (Asynchronous Mode) Some instant messaging apps allow users to send messages that the recipient can read and respond to later. This asynchronous mode...

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### Analogue

> An analog telephone line facilitates the linking of analog devices, such as telephones, modems, or fax machines to the telephone network.

- Published: 2023-12-14
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-analogue-telecoms/

Analogue technology uses continuous signals to represent data, while digital transmissions use discrete signals that represent data as binary code. 

KNOWLEDGE BASEAnalogue TelecomsWhat is Analogue Telephony? In today's digital age, where communication is paramount, understanding telecom analogue is essential. It refers to the traditional method of transmitting voice and data signals over mediums like copper wires or radio waves. Before digital technology emerged, analogue telephony was the primary means, enabling phone calls, faxes, and internet access, laying the foundation for modern telecom. To appreciate its significance, delve into its historical background. In the 19th century, inventors like Morse and Bell introduced the telegraph and telephone, marking the start of analogue communication. Key principles involve converting voice or data into electrical signals and using modulation techniques like AM and FM for efficient transmission. In telecoms, analogue shaped telephony, facilitating voice calls and data transmission for businesses and individuals. Despite digital advancements, it remains relevant, especially in rural areas for its cost-effectiveness. Understanding analogue's basics is crucial, recognising its role in shaping the telecom industry, fostering appreciation for its evolution, and acknowledging its continued relevance in specific applications. Analogue technology's role in telecommunications has been significant, providing a foundation for modern systems. Its simplicity, compatibility, cost-effectiveness, and robustness have been advantageous. However, limited bandwidth, signal degradation, lack of flexibility, and compatibility issues with modern infrastructure are drawbacks. As digital technology dominates, the future of analogue faces challenges like declining demand and limited capacity. Potential developments include integrating digital technologies, adopting VoIP, and advancing conversion technologies to enhance interoperability and adapt to the evolving digital landscape. Analogue technology has been integral to telecoms, offering a rich history and serving as the basis...

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### ADSL

> ADSL (Asymmetric Digital Subscriber Line) is a technology that enables rapid data transmission with high bandwidth over conventional copper wire telephone lines.

- Published: 2023-12-14
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/what-is-adsl/

ADSL is a digital communication technology that allows for high-speed internet access over existing telephone lines, first introduced in the late 1990s.

KNOWLEDGE BASEWhat is ADSL? ADSL (Asymmetric Digital Subscriber Line) is a vital technology in telecommunications, delivering high-speed internet access over traditional copper telephone lines. Operating on the principle of separating voice and data frequencies, ADSL enables simultaneous voice calls and internet use without interference. When a user connects to the internet via ADSL, digital data is transmitted over copper telephone lines. The ADSL modem at the user's end converts digital data into analog signals, transmitted over the telephone line. At the service provider's end, another ADSL modem converts analog signals back into digital data, routing it to the internet. ADSL's asymmetric nature provides faster download speeds, catering to the majority of users who consume more data than they upload. It has played a crucial role in bridging the digital divide, offering internet access where other technologies like fibre optics are not viable.  ADSL BenefitsADSL (Asymmetric Digital Subscriber Line) stands out as a widely used telecommunications technology, providing high-speed internet access over copper telephone lines. Its benefits include:High-Speed Internet Access: ADSL delivers faster download and upload speeds compared to dial-up connections, enhancing user experiences in browsing, streaming, and file downloads. Asymmetric Bandwidth Allocation: Prioritising download speeds, ADSL optimises user experiences, aligning with the typical data consumption patterns. Simultaneous Voice and Data Transmission: ADSL enables users to make phone calls while browsing, without quality loss, making it advantageous for both individuals and businesses. Wide Availability: Leveraging existing copper infrastructure, ADSL is widely accessible, providing cost-effective high-speed internet to diverse locations. Cost-Effective Solution: ADSL's utilisation of existing infrastructure keeps deployment and maintenance costs low, making it...

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### Mobile

> Our Mobile glossary contains all the related terminology specific to business mobile solutions and mobile security.

- Published: 2023-12-06
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/mobile/

KNOWLEDGE HUBMOBILE GLOSSARYOur mobile glossary contains all the related terminology specific to mobile and mobile security solutions.

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### IT

> Our IT glossary contains all the related terminology IT consultancy and Microsoft 365 solutions.

- Published: 2023-12-06
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/it/

KNOWLEDGE HUBIT GLOSSARYOur IT glossary contains all the related terminology specific to IT and Microsoft Applications

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### Telecoms

> Our telecoms glossary contains all the related terminology specific to telephony and connectivity solutions.

- Published: 2023-12-06
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/telecoms/

KNOWLEDGE HUBTELECOMS GLOSSARYOur telecoms glossary contains all the related terminology specific to telephony and connectivity solutions.

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### Cirrus Contact Centre

> Cirrus is a market leading contact centre vendor in the UK. Their omnichannel contact centre solutions boast a wealth of features and functionality.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-cirrus-contact-centre/

Cirrus is a market leading omnichannel contact centre vendor in the UK. Opus are one of the top Cirrus partners in the UK.

KNOWLEDGE BASECirrus Contact CentreWhat is a Cirrus contact centre? Opus are the No. 1 Cirrus partner in the UK. The Cirrus Contact Centre as a Service (CCaaS) solution empowers businesses to connect with their customers through a wide range of 17 popular communication channels, including voice, email, WhatsApp, Instagram, Messenger, YouTube, and more. With the Cirrus omnichannel contact centre solution, customers have the flexibility to transition their ongoing conversations between various channels while preserving all interactions and transcripts. Agents can become active when specific queues are open, when a channel reaches a particular capacity, or they can effortlessly direct customers to their preferred communication channel. For example, if you encounter challenges managing a complex enquiry via webchat, you can smoothly transition the customer to a phone call whilst keeping a record of the conversation as well as the context of the enquiry.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller...

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### Closed Loop Feedback

> Closed-loop feedback is the process of acting on direct or indirect customer feedback collected from customer surveys, contact centre interactions, and social media comments.

- Published: 2023-10-26
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-closed-loop-feedback-in-a-contact-centre/

Closed-loop feedback is the process of acting on direct or indirect customer feedback collected from customer surveys, contact centre interactions, and social media comments. 

KNOWLEDGE BASEClosed Loop FeedbackWhat is closed loop feedback in a contact centre? Closed loop feedback in a contact centre is a systematic process for collecting, analysing, and acting on customer feedback and customer data to drive customer experience improvements. The closed-loop aspect means that the feedback process is continuous and cyclical, ensuring that customer insights are used to make ongoing enhancements.   Closed-loop feedback is a customer-centric approach aimed at not only addressing specific customer issues but also proactively improving the overall customer experience. It helps contact centres to stay agile and responsive to changing customer needs and preferences.  How can closed loop feedback can be utilised in a contact centreCollecting Feedback: Contact centres gather customer feedback through various channels, such as surveys, comments, social media, or direct interactions. Analysing Feedback: Feedback is carefully analysed to identify recurring issues, patterns, or areas of improvement. This analysis may involve sentiment analysis, data mining, or other techniques to gain insights. Identifying Areas for Improvement: Based on the feedback analysis, contact centre managers or quality assurance teams pinpoint areas where the customer experience can be enhanced. Implementing Changes: Actionable insights are used to make changes within the contact centre. These changes can involve adjusting agent training programs, revising scripts, improving response times, as well as other operational modifications. Monitoring Results: After changes are implemented, the contact centre continues to monitor customer interactions and feedback to see if the improvements have a positive impact. Feedback Reassessment: The cycle continues as new feedback is collected, analysed, and acted upon, creating a continuous process of...

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### Cloud Contact Centre

> A cloud contact centre is powered by cloud based software rather than on-premise hardware and manages both inbound and outbound enquiries.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-cloud-contact-centre/

A cloud contact centre is powered by cloud based software rather than on-premise hardware and can manage  inbound and outbound enquiries.

KNOWLEDGE BASECloud Contact CentreWhat is a cloud contact centre? A contact centre is a customer service function that manages customer interactions across multiple channels, including phone, email, chat, text messaging, and social media. They are normally cloud based or sometimes on-premises.  The benefits of cloud contact centresCloud contact centres have their core technology hosted by a third party using cloud computing. Common hosted applications include automatic call distributors (ACDs) for routing contacts and interactive voice response (IVR) systems for greetings and self-service. These centres also utilise cloud solutions for workforce management, analytics, customer relationship management (CRM), training management, and more. Cloud contact centres offer numerous advantages, such as workforce flexibility, scalability, and reduced ownership costs.  Cloud centres can easily adjust to fluctuating contact volumes, paying only for the necessary seats, while the cloud provider handles software updates, security, and maintenance. These benefits alone have led to the growing adoption of the cloud contact centre model. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge...

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### Contact Centre Agent

> A contact centre agent is the person who answers inbound calls or makes outbound calls in a contact centre.

- Published: 2023-10-26
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-agent/

A contact centre agent is a front-line representative responsible for interacting with customers through various communication channels. 

KNOWLEDGE BASEContact Centre AgentWhat is a contact centre agent? A contact centre agent is a front-line representative responsible for interacting with customers through various communication channels. They play a critical role in resolving customer enquiries, providing information, and ensuring a positive customer experience. Agents need strong communication skills, product knowledge, and the ability to multitask efficiently. Agents are evaluated based on performance metrics and significantly influence customer satisfaction and a business's overall reputation. A contact centre agents typical responsibilitiesCustomer Interactions: Contact centre agents engage with customers through various communication channels, such as phone, email, chat, or social media to address enquiries. Problem Resolution: Contact centre agents are responsible for resolving customer problems, troubleshooting technical issues, and ensuring a satisfactory resolution to customer concerns. Product Knowledge: Agents must have a deep understanding of the products, services, or information they are responsible for, enabling them to provide accurate and helpful responses. Communication Skills: Agents need to listen actively to customer needs, express themselves clearly, show empathy and provide information in a concise and understandable manner. Efficiency: Agents must work efficiently to handle a high volume of customer inquiries and requests, while also meeting performance metrics and targets set by the contact centre. Compliance: Agents need to adhere to legal and regulatory guidelines, ensuring that customer interactions and data are handled in a compliant manner. Documentation: Properly documenting customer interactions is crucial for future reference and for maintaining a record of customer issues and resolutions. Performance Metrics: Agents are evaluated based on key performance metrics, such as response time, first contact resolution, customer...

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### Contact Centre Analytics

> Contact centre analytics collect, measure and analyse customer data within a contact centre to reveal insights and turn these into actionable insights.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-analytics/

Contact centre analytics is to collect, measure and analyse customer data to reveal insights and turn these into actionable insights.

KNOWLEDGE BASEContact Centre AnalyticsWhat are contact centre analytics? Contact centre analytics involve collecting and analysing data related to agent performance, customer experience, operations, and more within a contact centre. These analytics encompass various metrics and tools, such as agent KPIs, customer satisfaction scores, predictive analytics, and real-time monitoring. Different types of contact centre analyticsContact centre analytics provide insights not just into what is happening in the contact centre but also what you can expect to happen next. Here are the different types of contact centre analytics and their uses. Advanced AnalyticsAdvanced analytics, including AI and machine learning, are increasingly utilised to gain deeper insights from contact centre data. Predictive AnalyticsPredictive analytics helps in identifying and solving problems that can potentially happen in the future. For instance, predictive analytics can help you determine the number of people required to handle call volumes during the holiday seasonVoice AnalyticsVoice analytics analyses the audio for parameters, such as tone, pitch, stress, and rhythm, of both the caller and the agent and is a necessity for contact centre managers. Voice analytics gives them the necessary tools to predict in real time if a call is progressing in an undesirable way.  Speech AnalyticsSpeech analytics focuses on the words used in a conversation. Using artificial intelligence (AI) and machine learning (ML) techniques, speech analytics tools can identify the key phrases and words used during the conversation. This helps gain customer experience insights and understand customer sentiment trends. Customer Satisfaction AnalyticsAlmost all contact centres send out customer satisfaction surveys immediately after a call has ended... .

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### Cost Per Contact (CPC)

> By tracking the Cost Per Contact (CPC), contact centres can optimise their operations, reducing costs and improve customer experience.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-cost-per-contact-in-a-contact-centre/

By tracking the Cost Per Contact (CPC), contact centres can optimise their operations, reducing costs and improve customer experience.

KNOWLEDGE BASEContact Centre Cost Per Contact (CPC)What is a cost per contact in a contact centre? Cost Per Contact (CPC) in a contact centre refers to the average cost incurred by the contact centre for handling a single customer interaction, which can be a phone call, chat session, email, or any other communication channel used for customer enquiries or support. How to calculate cost per contact? Here's a simplified formula for calculating cost per contact:Cost Per Contact = Total Contact Center Costs / Total Number of ContactsTotal Contact Centre Costs: This includes all the costs incurred in running the contact centre. It encompasses expenses like agent salaries and benefits, infrastructure costs (office space, utilities, equipment, etc. ), technology costs (software, hardware, telecommunication systems), training expenses, and any other operational costs specific to the contact centre itself. Total Number of Contacts: This represents the total volume of customer interactions or contacts handled by the contact centre during a specific time period, such as a day, month, or year. The resulting cost per contact provides valuable insights into the efficiency of the contact centre. Lower cost per contact indicates that the centre is managing its operations efficiently and cost-effectively. Conversely, a higher cost per contact may suggest inefficiencies that need to be addressed.  By tracking the cost per contact metrics, contact centre supervisors can work on optimising their operations, reducing costs, and improving customer service quality. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus...

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### Customer Acquisition Cost (CAC)

> Customer Acquisition Cost (CAC) is an indicator of the effectiveness of a company's endeavours in securing new customers.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-acquisition-cost/

Customer acquisition cost (CAC) is an indicator of the effectiveness of a company's endeavours in securing new customers. 

KNOWLEDGE BASECustomer Acquisition Cost (CAC)What is a customer acquisition cost? Customer Acquisition Cost (CAC) is an indicator of the effectiveness of a company's marketing efforts in securing new customers. To calculate CAC, an organisation needs to add up its expenses related to sales and marketing, encompassing items like wages, commissions, advertising expenditures, and similar items, and then divides this sum by the quantity of newly acquired customers within a specific timeframe. How can contact centres impact customer acquisition cost? Contact centres that offer sales support can significantly impact the calculation of customer acquisition cost. Outbound call centres often engage leads to convert them into customers, while inbound contact centres focus on transforming prospects into paying clients.  Contact centres also play a crucial role in shaping a closely related metric known as customer lifetime value (CLV).   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY...

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### Customer Engagement

> Customer engagement encompasses all interactions a company has with a customer and their impact on the customer's thoughts and feelings towards the company.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-contact-centre-customer-engagement/

Customer engagement refers to the depth and richness of the relationship between businesses and their customers. 

KNOWLEDGE BASECustomer EngagementWhat is customer engagement in a contact centre? Customer engagement refers to the depth and richness of the relationship between businesses and their customers. It encompasses all interactions a company has with a customer and their impact on the customer's thoughts and feelings towards the company. These interactions can occur through various channels, including retail purchases, commercials, emails, social media, and customer service interactions. Customer engagement focuses not only on selling but also on providing helpful information, personalising interactions, and creating a positive brand perception. Contact centres play a significant role in impacting customer engagement by ensuring efficient issue resolution, empathetic and engaging interactions, and seamless customer experiences. By utilising customer relationship management (CRM) applications, automatic contact distributors (ACDs), and workforce management tools, contact centres can strengthen customer engagement and build lasting customer relationships.  Customer engagement is crucial as it boosts customer retention, increases customer lifetime value, lowers acquisition costs, enhances brand reputation, provides valuable feedback, aids in understanding customer behaviour, builds emotional connections, and ultimately leads to increased revenue. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit...

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### Customer Experience Management (CEM)

> Customer Experience Management (CEM) manages, monitors and refines customer touchpoints to provide customers with an optimised experience.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-customer-experience-management-cem/

Customer Experience Management (CEM) manages, monitors and refines customer touchpoints to provide customers with an optimised experience.

KNOWLEDGE BASECustomer Experience Management (CEM)What is contact centre customer experience management? Customer Experience Management (CEM) is the strategic oversight of all customer interactions to ensure a positive and seamless experience. In a contact centre, CEM can be managed through strategies such as omnichannel support, customer feedback collection, agent training, personalisation, technology integration, performance metrics, process improvement, employee engagement, customer journey mapping, and cross-functional collaboration. Effective CEM leads to improved customer relationships, increased loyalty, and business growth. It's an ongoing process that adapts to changing customer expectations and market dynamics. Monitoring performance metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and First Contact Resolution (FCR) provides insights into the success of CEM efforts. Continual process improvement is essential to eliminate bottlenecks and inefficiencies in the contact centre, ensuring a smooth customer experience. Employee engagement plays a vital role in delivering exceptional service, and creating a positive work environment for agents is key. Customer journey mapping helps visualise the entire customer experience, pinpointing pain points and opportunities for enhancement. Lastly, cross-functional collaboration with other departments ensures a consistent customer experience throughout the customer lifecycle. These strategies collectively contribute to comprehensive CEM in the contact centre, fostering stronger customer relationships and business growth. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach...

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### Customer Effort Score (CES)

> Customer effort score (CES) measures the amount of effort a customer had to expend to get an issue resolved or a question answered.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-effort-score-in-a-contact-centre/

Customer effort score (CES) measures the amount of effort a customer had to expend to get an issue resolved or a question answered. 

KNOWLEDGE BASECustomer Effort Score (CES)What is a customer effort score in a contact centre? Customer Effort Score (CES) measures the effort customers invest in recent interactions with a company, assessing the ease of doing business with that organisation.  CES has gained popularity in contact centres as it emphasises the importance of minimising customer effort as a stronger predictor of loyalty and positive outcomes over the level of service delivered by a contact centre agent. A high CES not only forecasts loyalty but also correlates with future purchasing behaviour and the likelihood of customers recommending the business (NPS).  CES is easy to measure with specialist CES contact centre software that can automate the collection of CES data. Customer Effort Score is best used in conjunction with other customer experience metrics to obtain a comprehensive view of customer sentiment. The score is acquired by asking customers a simple question immediately after a service interaction, typically on a seven-point scale, from "Strongly Agree" to "Strongly Disagree," to evaluate the ease of issue resolution.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations...

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### Customer Experience Metrics

> Customer Experience Metrics are the measure of customer sentiment towards an organisation. NPS, CSAT, CLTV and churn are some of these metrics.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-customer-experience-metrics/

Customer Experience metrics measure the sentiment a customer feels towards and organisation. 

KNOWLEDGE BASEContact Centre Customer Experience MetricsWhat are customer experience metrics in a contact centre? Customer Experience metrics measure the sentiment a customer feels towards and organisation. NPS, CSAT, CLTV, Customer Churn and Customer Effort are some examples. Explored in more detail below. Net Promoter ScoreNet Promoter Score (NPS) is a customer loyalty and satisfaction metric that measures the likelihood of customers recommending a company's products or services to others. It is typically determined by asking customers a single question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague? "CSATTo measure Customer Satisfaction (CSAT) in a contact centre, you typically administer surveys to customers after their interactions. These surveys often contain a question asking customers to rate their satisfaction on a scale, commonly from 1 to 5 or 1 to 7, with higher scores indicating greater satisfaction. The average or aggregate score from these surveys is then used as the CSAT metric, providing insight into overall customer satisfaction with the contact centre's service. Customer Effort (CES)Customer effort, often measured as Customer Effort Score (CES), assesses the ease or difficulty customers encounter when seeking assistance or resolving issues with a company. It is typically determined through post-interaction surveys where customers are asked to rate how effortless it was to accomplish their task or get their questions answered, often on a scale from "very easy" to "very difficult. "First contact resolution (FCR) as well as average speed to answer (ASA) and others can greatly influence customer experience...

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### Customer Feedback

> Customer feedback is something frequently obtained by a contact centre. This could be from CSAT surveys, Net Promoter or sentiment analysis.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/how-to-gain-customer-feedback-in-a-contact-centre/

Customer feedback is something frequently obtained by a contact centre. This could be from CSAT surveys, Net Promoter or sentiment analysis.

KNOWLEDGE BASECustomer FeedbackHow do contact centre's monitor customer feedback? Customer feedback is something frequently obtained by a contact centre. This could be from CSAT surveys, Net Promoter or sentiment analysis. Contact centres collect large volumes of customer feedback to understand how customers perceive their service experiences. One prevalent approach is the immediate administration of surveys following customer interactions. Contact centre surveys are versatile and can be delivered through multiple communication channels, including IVRs, email, and chat. Common survey formats encompass customer satisfaction (CSAT), which assesses customer satisfaction. Net Promoter, which gauges the likelihood of customers recommending a business, and Customer Effort, which measures the level of effort customers exert to obtain help. In addition to surveys, contact centres can leverage interaction analytics software to extract customer feedback from voice and digital interactions. Interaction analytics sifts through all contact centre communications, regardless of the channel, to identify keywords and phrases that offer deeper insights into customer discussions.  Also, by analysing conversational characteristics like voice tone and volume, speech analytics can ascertain customer sentiment. When coupled with feedback collected through surveys, this comprehensive approach provides organisations with a more holistic representation of the Voice of the Customer (VoC). Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two...

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### Customer Intelligence

> Customer intelligence is the process of using intelligence data to identifying the best way of interacting with them in order to deliver a better experience.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/how-to-use-customer-intelligence-within-a-contact-centre/

Customer intelligence is the process of using intelligence data to identifying the best way of interacting with them in order to deliver a better experience.

KNOWLEDGE BASECustomer IntelligenceHow to use customer intelligence within a contact centreCustomer intelligence is the process of using intelligence data to identifying the best way of interacting with them in order to deliver a better experience.  Contact centres serve as rich sources of customer intelligence due to their daily interactions with customers.  Utilising customer intelligence to boost customer experience For contact centres to deliver an exceptional customer experience they must harness the wealth of customer intelligence data in order for them to personalise interactions, boost CSAT and customer loyalty. An example of this would be using the customer intelligence from an organisations CRM platform, made easily accessible to contact centre agents. This equips agents with valuable insights such as a customer's location, past purchase history, and details of previous service interactions. Armed with this knowledge, agents can engage with customers on a personal level, checking if their previous issues were resolved satisfactorily, and even informing them about new products or services. Customer intelligence data within a contact centre Customer segmentationCustomer intelligence empowers contact centres to segment their customer base more effectively, pinpointing their needs. Eg. provide VIP treatment to certain customers by prioritising them in queues or directing them to specialised agent teams dedicated to serving their unique needs. Interaction HistoryContact centres diligently record and preserve the history of past customer contacts. This information offers valuable insights into the nature of each customer's interactions and their preferred communication channels. Survey ResultsContact centres often administer customer satisfaction surveys to gauge the quality of service provided. Survey results serve as...

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### Customer Journey Mapping

> Customer journey mapping helps contact centres gain a comprehensive understanding of the paths customers take when seeking assistance. This includes phone calls, live chats, email enquiries, and self-service options.

- Published: 2023-10-26
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-customer-journey-mapping/

Customer journey mapping helps contact centres gain a comprehensive understanding of the paths customers take when seeking assistance. 

KNOWLEDGE BASEContact Centre Customer Journey MappingWhat is contact centre customer journey mapping? Customer journey mapping helps contact centres gain a comprehensive understanding of the paths customers take when seeking assistance. This includes phone calls, live chats, email enquiries, social media and self-service options. Customer journey mapping involves creating a detailed timeline or diagram that outlines every touchpoint and interaction a customer encounters, from the initial point of contact to the final resolution of their needs.   Benefits of customer journey mapping in a Contact Centre Identifying Customer Pain PointsMapping out the customer journey allows you to identify pain points and areas where customers may encounter difficulties or delays. This information is invaluable for making improvements to streamline the customer experience. Optimising Channel IntegrationContact centres can use journey maps to ensure that different communication channels are integrated effectively. This means that customers can switch between channels (e. g. , from chat to a phone call) seamlessly without losing context. Omnichannel contact centres alleviate this. PersonalisationJourney maps can highlight opportunities for personalisation. By understanding a customer's journey, agents can tailor their responses and support to individual needs and preferences. Proactive EngagementBy identifying key touchpoints in the customer journey, contact centres can proactively engage with customers.  Performance MetricsCustomer journey maps can help define specific metrics and KPIs for different stages of the journey. This enables contact centres to measure their performance and success at each point. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact...

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### Customer Journey Management

> The customer journey is a series of touchpoints that customers take when interacting with an organisation, it can be closely managed.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-journey-management-in-a-contact-centre/

The customer journey is a series of touchpoints that customers take when interacting with an organisation, it can be closely managed.

KNOWLEDGE BASECustomer Journey ManagementWhat is customer journey management in a contact centre? Customer journey management in a contact centre involves overseeing and optimising the entire customer experience, from initial contact to issue resolution and post-interaction follow-up. It includes customer journey mapping to understanding customer needs, ensuring consistency across channels (omnichannel), as well as personalised interactions that proactively engage customers.  The ultimate goal of customer journey management is to provide a seamless and efficient customer experience that leads to satisfaction and loyalty. Measurement and analytics, including KPIs like CSAT and NPS, help evaluate the success of customer journey management efforts.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre requirement? Get in touch

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### Customer Loyalty

> Customer loyalty refers to the deep sense of allegiance that customers develop towards a business. It is characterised by long-term relationships and a willingness to continue to do business.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-loyalty/

Customer loyalty is a feeling of allegiance a consumer has for a business and the customer’s willingness to make ongoing purchases.

KNOWLEDGE BASECustomer LoyaltyHow can contact centres improve customer loyalty? Customer loyalty refers to the deep sense of allegiance that customers develop towards a business. It is characterised by long-term relationships and a willingness to continue making purchases. Contact centres can boost customer loyalty by delivering an outstanding customer experience and consistent level of customer service.  Acquiring a new customer can cost up to five times more than retaining an existing one so building customer loyalty and an established trust by consistently delivering satisfying customer experiences is paramount. How is customer loyalty measured in a contact centre? Customer loyalty can be measured by a variety of KPIs, eg. CSAT,  Net Promoter Score (NPS) as well as Voice of the Customer (VoC) as well as Customer Experience Analytics. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact...

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### Customer Satisfaction (CSAT)

> Customer satisfaction (CSAT) is measured in a contact centre to determine how well agents are is satisfying its customers with the service they provide.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-customer-satisfaction-in-a-contact-centre-csat/

Customer satisfaction (CSAT) is measured in a contact centre to determine how well agents are is satisfying its customers with the service they provide.

KNOWLEDGE BASEContact Centre Customer Satisfaction (CSAT)What is CSAT? Customer satisfaction (CSAT) is measured in a contact centre to determine how well agents are is satisfying its customers with the service they provide. The measurement process typically occurs after customers have engaged with contact centre agents across the customer touchpoints. How is customer satisfaction measured in a contact centre? Complementary Measurements: While CSAT scores are valuable indicators of customer satisfaction, they should not be used in isolation. To gain a comprehensive view of service performance, other measurements like Net Promoter Score (NPS), First Contact Resolution (FCR), and Average Handle Time (AHT) should be considered alongside CSAT scores. Post-Interaction Surveys: One common method for measuring customer satisfaction is to deploy post-interaction surveys. These surveys can be automatically presented to customers at the conclusion of their interactions with service agents.  Automated Data Analysis: Software tools can be implemented to automate the collection and analysis of customer satisfaction data. These tools are capable of processing the survey responses and calculating CSAT scores.  agent-Level Feedback: The analysed data, including CSAT scores, can be made available at the agent level. This means that individual service agents receive feedback on their performance based on customer satisfaction ratings. performance dashboards: Many contact centres utilise performance dashboards that display customer satisfaction metrics, including CSAT scores. These dashboards provide managers and agents with real-time insights into service quality and customer satisfaction levels. Measuring customer satisfaction through CSAT surveys and automated tools provides valuable insights into customer perceptions, identifies areas for improvement, and empowers agents and management to take actions that...

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### Customer Experience Interaction (CXi)

> Customer Experience Interaction (CXi) is a holistic approach to managing all customer interactions from any starting point across the entire customer journey, regardless of whether those interactions involve the contact centre.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-customer-experience-interaction-cxi/

Customer experience interactions (CXI) are a holistic approach to managing all customer interactions from any starting point across the entire customer journey.

KNOWLEDGE BASECustomer Experience Interaction (CXi)What is a customer experience interaction? Managing Customer Experience Interactions (CXi) is a comprehensive approach that addresses all customer interactions across the entire customer journey, regardless of where these interactions originate, even beyond the boundaries of the contact centre. This approach offers numerous benefits, overcoming the limitations of traditional customer experience (CX) management, which often leads to fragmented and inconsistent customer experiences due to dispersed responsibilities across different departments. The contact centre plays a pivotal role in the effective execution of a CXi strategy. Here are some of the primary ways in which contact centres can contribute to enhancing the customer experience:Journey Orchestration: Contact centres must orchestrate resolution journeys, guiding customers to the most suitable support channels for their specific issues. This involves ensuring a seamless and efficient path for customers to receive the assistance they require. Smart Self-Service: Effective self-service is a critical component of a CXi approach, as modern consumers are increasingly inclined to address their concerns independently. Contact centres should optimise self-service solutions for the right tasks, provide contextual assistance within the design, and ensure a clear and seamless path for customers to transition to agent assistance when needed. Empowered Agents: Agents need to be equipped to assist customers effectively, possessing the requisite knowledge and resources to provide quick and accurate resolutions. This necessitates comprehensive coaching and training programs, along with easy access to tools like knowledge bases and Customer Relationship Management (CRM) systems through a unified agent desktop. Operational Excellence: Achieving operational excellence is a fundamental element...

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### Dashboard

> A performance dashboard in a contact centre is a visual tool that provides real-time or near-real-time data and key performance indicators (KPIs) in an easily digestible format.

- Published: 2023-10-26
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-dashboard/

A performance dashboard in a contact centre is a visual tool that provides real-time or near-real-time data and key performance indicators (KPIs) in an easily digestible format. 

KNOWLEDGE BASEContact Centre DashboardWhat is a contact centre performance dashboard? A performance dashboard in a contact centre is a visual tool that provides real-time or near-real-time data and key performance indicators (KPIs) in an easily digestible format. A performance dashboard in a contact centre is a visual tool that displays real-time data and key performance indicators (KPIs). It's used to monitor and manage various aspects of contact centre operations, including agent performance, queue management, customer experience metrics, and historical data analysis. These dashboards enable both contact centre managers to make informed decisions, allocate resources effectively and track service level agreements. They also enable contact centre agents to monitor their performance. Contact centre dashboards are a valuable tool for enhancing contact centre performance and ensuring a positive customer experience. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise...

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### Customer Experience Analytics

> Customer experience analytics are the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-customer-experience-analytics/

Customer experience analytics are the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey.

KNOWLEDGE BASEContact Centre Customer Experience AnalyticsWhat are contact centre customer experience analytics? Customer experience analytics are the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey. Organisations obtain these analytics by collecting, analysing, and interpreting data and feedback from customer interactions to gain insights into the overall customer experience. Customer experience analytics play a crucial role in evaluating and enhancing the quality of customer service and the efficiency of contact centre operations. Customer experience analytics data and KPIsData Collection: Customer experience analytics involve collecting data from various sources, including call recordings, chat logs, email correspondence, and customer surveys. This data can encompass both structured (quantitative) data, like call duration or wait times, and unstructured (qualitative) data, such as customer feedback and sentiment. Analysis and Insights: Advanced analytics tools are used to analyse the customer experience data. This analysis can reveal patterns, trends, and customer behaviour. It helps in identifying common issues, frequently asked questions, and areas where customer service can be improved. Sentiment Analysis: Analysing the sentiment of customer interactions is a crucial aspect of customer experience analytics. It involves assessing whether customer interactions are positive, negative, or neutral. Sentiment analysis helps in understanding customer satisfaction (CSAT) levels and emotional responses. Performance Metrics: Customer experience analytics often includes key performance indicators (KPIs) related to customer service, such as First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) scores. These metrics provide quantitative measures of the quality of customer service. Real-time Monitoring: Some...

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### Dialler

> A dialler is a contact centre software that automates the process of dialling customer phone numbers and efficiently recording the results of these calls. Diallers are capable of disseminating pre-recorded messages via interactive voice response (IVR), push notifications, and SMS.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-dialler-in-a-contact-centre/

A dialler is a contact centre software that automates the process of dialling customer phone numbers and efficiently recording the results of these calls. 

KNOWLEDGE BASEContact Centre DiallerWhat is a contact centre dialler? A dialler is a contact centre software that automates the process of dialling customer phone numbers and efficiently recording the results of these calls. Diallers are capable of disseminating pre-recorded messages via interactive voice response (IVR), push notifications, and SMS. Basic contact centre diallers automate dialling, distinguish live answers from machines, and either play pre-recorded messages or connect to available agents. Beyond the basics, preview diallers let agents review customer information and initiate calls, while predictive diallers use algorithms to maximise call throughput.  Diallers are commonly used in various contact centre scenarios, from sales campaigns to debt collections and proactive customer service, such as addressing potential fraud. The choice of dialler type depends on the business's specific needs and objectives, including the nature of dialling and multichannel outreach strategies. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal...

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### Employee Engagement

> Employee engagement within a contact centre refers to the level of commitment, motivation, and emotional connection that employees have with their work, their team, and the overall goals and mission of the contact centre.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-employee-engagement/

Employee engagement refers to the level of commitment and motivation that employees have with their work, their team, and the overall goals and mission of the contact centre.

KNOWLEDGE BASEContact Centre Employee EngagementWhat is employee Engagement in a contact centre? See related page: Agent ExperienceEmployee engagement within a contact centre refers to the level of commitment, motivation, and emotional connection that employees have with their work, their team, and the overall goals and mission of the contact centre. It encompasses the degree to which employees are enthusiastic about their roles, feel a sense of ownership and responsibility for their performance, and are aligned with the organisation's values and objectives. In a contact centre context, employee engagement is particularly crucial because it directly impacts the quality of customer service and the overall success of the centre. The importance of engaged agents in a contact centreContact centres dedicated to enhancing employee engagement are typically higher performing than those who don't have this focus.  Engaged contact centre agents are more inclined to exert additional effort in assisting customers, recognising the pivotal role customers play in the company's prosperity.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce...

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### First Contact Resolution (FCR)

> First Contact Resolution (FCR) serves as a critical metric in contact centres, quantifying the percentage of customer interactions that successfully resolve the issue during the initial contact.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-first-contact-resolution-in-a-contact-centre/

First Contact Resolution (FCR) serves as a critical metric in contact centres, quantifying the percentage of customer interactions that successfully resolve the issue during the initial contact.

KNOWLEDGE BASEContact Centre First Contact ResolutionWhat is first contact resolution? First Contact Resolution (FCR) serves as a critical metric in contact centres, quantifying the percentage of customer interactions that successfully resolve the issue during the initial contact. FCR holds significance in evaluating contact centre efficiency, cost-effectiveness, and customer satisfaction, as customers tend to be more content when their concerns are addressed in a single phone call or chat session. Multiple interactions for resolution are not only less satisfying for customers but also result in higher operational costs. How to measure first contact resolution (FCR) Accurately measuring FCR can pose challenges and contact centres tend to do this in different ways. Some contact centres rely on self-reported assessments by agents to determine whether a contact effectively resolved the issue. Alternatively, organisations may survey customers to gauge FCR, but sample size limitations can be a drawback as well as the effort involved. Some contact  centres examine Automatic Call Distribution (ACD) data for multiple calls from the same number within a specified time frame. The current trending approach to monitoring FCR involves employing speech analytics and AI.  In isolation, FCR as a metric provides an incomplete picture of a contact centre's performance, but when assessed alongside other contact centre performance KPIs, it becomes a valuable piece of the performance puzzle.  Businesses seeking to increase FCR may see a rise in average handle times as agents allocate more time to resolving issues during the initial contact. Despite this trade-off, many organisations find it a worthwhile initiative. Speak to a consultant...

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### Five9 Contact Centre

> Five9 are a global contact centre vendor who supply a wide range of CCaaS solutions. Opus are an accredited Five9 partner.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-five9-contact-centre/

Five9 are a global contact centre vendor who supply a wide range of CCaaS solutions. Opus are an accredited Five9 partner.

KNOWLEDGE BASEFive9 Contact CentreWhat is a Five9 contact centre? Five9 are a market leading global contact centre vendor who supply a wide range of CCaaS solutions. Opus are an accredited Five9 partner. Five9 contact centres are known for their flexibility, scalability, and the ability to support remote and distributed workforces. They can be tailored to suit the specific needs of various industries and businesses, from small and medium-sized enterprises (SMEs) to large enterprises.  The cloud-based nature of Five9's contact centre solutions often reduces the capital and operational expenses associated with traditional on-premises contact centre infrastructure, making it an attractive option for organisations seeking cost-effective and agile customer service solutions. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre requirement? Get in touch

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### Hosted Call Centre

> A hosted call centre, also known as a cloud-based call centre or virtual call centre, is where the call centre infrastructure is hosted and managed by a third-party service provider in a cloud-based environment.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-hosted-call-centre/

A hosted call centre, also known as a cloud-based call centre or virtual call centre, is where the call centre infrastructure is hosted and managed by a third-party service provider in a cloud-based environment. 

KNOWLEDGE BASEHosted Call CentreWhat is a hosted call centre? A hosted call centre, also known as a cloud-based call centre or virtual call centre, is where the call centre infrastructure is hosted and managed by a third-party service provider in a cloud-based environment.  In a hosted call centre, customer service agents can be geographically dispersed and access the call centre's resources via the internet, making it a flexible and scalable solution for businesses and organisations of various sizes. Hosted call centres are suitable for a wide range of industries and can be particularly advantageous for businesses with variable call volumes or those seeking cost-effective and flexible customer service solutions. By leveraging the capabilities of a hosted call centre, organisations can enhance their customer service operations while reducing the complexity and cost associated with traditional on-premises call centre infrastructure.    Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal...

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### Inbound Call Centre

> An inbound call centre is a type of contact centre where the primary function is to receive and handle incoming calls from customers, clients, or individuals seeking assistance.

- Published: 2023-10-26
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-inbound-call-centre/

An inbound call centre is a type of contact centre where the primary function is to receive and handle incoming calls from customers, clients, or individuals seeking assistance.

KNOWLEDGE BASEInbound Call CentreWhat is an inbound call centre? An inbound call centre is a type of contact centre where the primary function is to receive and handle incoming calls from customers, clients, or individuals seeking assistance.  Inbound call centres play a critical role in addressing a wide array of customer needs, offering services such as customer support, product enquiries, technical assistance, and complaint resolution. They can also facilitate order processing, appointment scheduling, and provide valuable information hotlines for organisations as well as emergency services. Inbound call centre technologiesAutomatic Call DistributorsAutomatic Call Distributors (ACDs) are commonly used within inbound call centres to employ intelligent routing techniques, considering agent skills and expertise levels, to ensure that calls are directed only to agents qualified to handle them. CRM IntegrationCustomer Relationship Management (CRM) applications empower agents by providing access to customer history, enabling personalised interactions. When integrated with inbound call centre software or platforms, the CRM interface can automatically appear for the agent when they answer a call, enhancing the customer experience significantly. Agent DashboardsAgent dashboards are also implemented within inbound call centres too provide agents the ability to monitor their performance metrics, promoting engagement and a sense of ownership. Workforce ManagementWorkforce management applications, another vital component of inbound call centre solutions, assist in maintaining fair and consistent schedules that align with agent requirements. The integration of Quality Management features supports quality control efforts and provides on-the-spot agent training when necessary, contributing to the overall success of the inbound call centre. Speak to a consultant We are accredited partners...

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### KMS Lighthouse

> KMS Lighthouse is a knowledge management system used by contact centres to help organisations efficiently create, organise, and deliver knowledge to agents.

- Published: 2023-10-26
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-kms-lighthouse-for-contact-centre/

KMS Lighthouse is a knowledge management system used by contact centres to  help organisations efficiently create, organise, and deliver knowledge to agents.

KNOWLEDGE BASEKMS Lighthouse for Contact CentresWhat is KMS Lighthouse for contact centres? KMS Lighthouse is a knowledge management system used by contact centres to help organisations efficiently create, organise, and deliver knowledge to agents.  It is a software platform that provides tools for creating a centralised knowledge base bespoke to a contact centre that houses many types of relevant information quickly accessible to contact centre agents. Key features of KMS LighthouseKnowledge Base Creation: The KMS Lighthouse platform enables organisations to create and manage a comprehensive knowledge base containing articles, FAQs, documents, and multimedia resources. Search and Retrieval: Contact centre agents, can quickly search for and retrieve information from the knowledge base, facilitating faster issue resolution and elevating customer experience. Self-Service Options: KMS Lighthouse can also be used by customers via a self-service portal where they can find answers to common questions without the need for agent assistance. Content Authoring and Collaboration: Collaboration features enable subject matter experts and agents to contribute and review content. Categorisation and Tagging: Knowledge articles are organised into categories and tagged to ensure easy retrieval and navigation. Access Controls: Security features to control who can access, edit, and update knowledge base content. Integration with CRM: It integrates with CRM systems to provide additional context during customer interactions. Analytics and Reporting: Insights into how knowledge resources are used, which articles are most popular, and areas in need of updates or additional content. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the...

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### Knowledge Management System (KMS)

> A Contact Centre Knowledge Management System, is a software solution or platform that is designed to centralise, organise, and manage useful resources used by contact centre agents.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-knowledge-management-system/

A contact centre knowledge management system, is a software solution or platform that is designed to centralise, organise, and manage useful resources used by contact centre agents.

KNOWLEDGE BASEContact Centre Knowledge Management SystemWhat is a contact centre knowledge management system? A contact centre Knowledge Management System (KMS), is a software solution or platform that is designed to centralise, organise, and manage useful resources used by contact centre agents.  Its primary goal is to provide agents with quick and easy access to relevant information, such as product details, company policies, troubleshooting guides, FAQs, and other resources, to help them efficiently address customer enquiries and issues. Key benefits of a knowledge management system (KMS)Enhanced Customer ServiceA KMS significantly improves customer service by enabling agents to provide prompt and accurate responses, ultimately resulting in heightened customer satisfaction. The KMS efficiency gains are significant as agents spend less time searching for information, leading to reduced call handling times and an overall boost in productivity. Consistency of informationThe Knowledge Management System ensures that agents adhere to company policies and best practices, fostering uniform and standardised responses. It also simplifies the training and onboarding processes for new agents by providing them with a centralised resource for learning and reference, expediting their readiness to assist customers effectively. Risk MitigationA KMS has an outstanding ability to minimise errors as well as mitigating risk in highly regulated industries. By offering up-to-date and accurate information, it reduces the likelihood of agents providing incorrect or outdated data to customers, thus maintaining the quality of service. Cost SavingsA Knowledge Management System reduces the need for agents to escalate issues or transfer calls to more experienced colleagues, resulting in operational cost savings. Speak to a consultant...

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### Leaderboards

> Leaderboards show contact centre agents where they stand compared to their peers on important Key Performance Indicators (KPIs).

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-leaderboards/

A contact centre leaderboard is a visual representation or scoreboard that displays real-time or periodic performance metrics and rankings for contact centre agents or teams.

KNOWLEDGE BASEContact Centre LeaderboardsWhat are contact centre leaderboards? A contact centre leaderboard is a visual representation or scoreboard that displays real-time or periodic performance metrics and rankings for contact centre agents or teams. Leaderboards are used by contact centre managers and supervisors to monitor and track the performance of their staff. The leaderboard typically showcases key performance indicators (KPIs) and may include metrics such as call volume, response times, customer satisfaction scores, and other relevant performance data. These leaderboards can be physical displays in the contact centre or digital screens visible to agents and supervisors. The key benefits of contact centre leaderboards Motivation and CompetitionLeaderboards create a sense of competition among agents or teams. When performance metrics are displayed for all to see, agents are motivated to excel and outperform their colleagues, which can lead to increased productivity and improved results. Real-Time MonitoringLeaderboards provide a real-time snapshot of performance, allowing managers to identify and address issues as they arise. If response times increase or customer satisfaction drops, immediate action can be taken to rectify the situation. Performance VisibilityAgents can see their own performance compared to their peers, fostering a sense of accountability. This visibility can encourage self-improvement and personal responsibility for performance. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and...

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### Microsoft Teams Integration

> Integrating Microsoft Teams with a cloud contact centre offers numerous advantages for organisations. It streamlines communication and collaboration, improving customer service efficiency.

- Published: 2023-10-26
- Modified: 2024-11-26
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/microsoft-teams-integration-in-a-contact-centre/

Integrating Microsoft Teams with a cloud contact centre streamlines communication and collaboration, improving customer service efficiency.

KNOWLEDGE BASEMicrosoft Teams Integration for Contact CentreWhat is Microsoft Teams integration in a contact centre? Integrating Microsoft Teams with a cloud contact centre offers numerous advantages for organisations. It streamlines communication and collaboration, improving customer service efficiency.  This integration leads to increased customer satisfaction and loyalty while optimising operational processes. The benefits of Microsoft Teams integration within a contact centre These include faster issue resolution, multichannel support, cost-efficiency, scalability, enhanced agent productivity, real-time collaboration, unified reporting and analytics, compliance, and flexibility for remote work. However the main benefit of Teams integration within a contact centre is the improvement in customer service. Contact Centre Agents can access essential tools and customer information directly within the Microsoft Teams interface, expediting issue resolution. This results in customer enquiries being addressed quicker and effectively, which directly contributes to increased customer satisfaction. Integrating Microsoft Teams with your contact centre promotes better collaboration between agents and subject matter experts, supervisors, or team members in real-time. This reduces issue resolution times and further boosts customer satisfaction. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist...

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### Mitel Contact Centres

> Opus are one of the largest Mitel platinum partners in the UK who specialise in the implementation of Mitel contact centre solutions.

- Published: 2023-10-26
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/mitel-contact-centres/

Mitel offers a wide range of contact centre and unified comms solutions such as Mitel in the Cloud, MiContact, MiVoice and MiCollab. Opus are a leading Mitel Platinum Partner in the UK.

KNOWLEDGE BASEMitel Contact CentresWhat is a Mitel contact centre? Mitel offers a wide range of contact centre and unified comms solutions such as Mitel in the Cloud, MiContact, MiVoice and MiCollab. Opus are a leading Mitel Platinum Partner in the UK. Mitel contact centres features and functionality Cloud-Based and on-premises Options: Mitel contact centre is available in both cloud-based and on-premises deployment models, allowing businesses to choose the one that best suits their infrastructure and operational requirements. Multichannel Support: Mitel contact centre supports various communication channels, including voice calls, email, chat, and social media.  Inbound and Outbound Services: It provides tools for managing both incoming customer enquiries (inbound) and proactive customer outreach (outbound), such as telemarketing or customer survey calls. Advanced Routing: Their solution typically includes intelligent call routing and queuing to ensure that customer enquiries are directed to the most appropriate agents, improving response times and customer satisfaction. Agent Workforce Management: Mitel contact centre often includes workforce management features that help businesses optimise agent scheduling, monitor performance, and ensure efficient use of resources. Reporting and Analytics: It offers robust reporting and analytics tools to track key performance indicators (KPIs) and gather insights into contact centre operations, customer interactions, and agent productivity. CRM Integration: Integration with customer relationship management (CRM) systems enables agents to access customer data and history, facilitating more personalised interactions. Interactive Voice Response (IVR): Mitel's contact centre solutions can include IVR systems to automate routine tasks and provide self-service options for customers. Scalability: Businesses can easily scale the Mitel contact centre solution to meet their evolving needs, whether they're...

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### Moment of Truth

> The moment of truth in contact centres refers to any touchpoint along the customer journey where there is potential to change a customer’s perception of the organisation.

- Published: 2023-10-26
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-moment-of-truth-in-a-contact-centre/

The moment of truth in contact centres refers to any touchpoint along the customer journey where there is potential to change a customer’s perception of the organisation.

KNOWLEDGE BASEContact Centre Moment of TruthWhat is a moment of truth? A moment of truth in a contact centre refers to a critical interaction or touchpoint between a customer and a contact centre agent. These moments are pivotal because they significantly influence the customer's perception of the organisation, its products or services, and their overall experience.  Moment's of truth in a contact centre Customer-Centric FocusThe focus is on delivering exceptional customer service and meeting the customer's needs and expectations. These moments represent opportunities to create a positive impression and build customer loyalty. Critical TouchpointsMoments of truth can occur at various stages of the customer journey, such as when customers call for support, seek information, request assistance, make a purchase, or provide feedback. Impact on Customer SatisfactionThe quality of the interaction during these moments can significantly affect customer satisfaction and loyalty. A positive experience can lead to repeat business and positive word-of-mouth, while a negative experience can result in customer churn as well as a negative review. Employee Training and EmpowermentContact centre agents are typically trained and empowered to handle these moments effectively. They should have the skills, knowledge, and tools to resolve customer issues and provide a positive experience. Channel ConsistencyMoments of truth should be consistent across different channels (e. g. , phone, chat, email, social media) to ensure a unified customer experience. KPIs and MeasurementContact centres often track moment of truth related key performance indicators (KPIs), such as first-call resolution, average handling time, and customer satisfaction scores.  Customer FeedbackCustomer feedback and surveys are commonly used to gather insights into the...

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### Natural Language Processing (NLP)

> Natural Language Processing (NLP) in a contact centre involves using advanced AI technology to interpret and process human language.

- Published: 2023-10-24
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-natural-language-processing/

Natural Language Processing (NLP) in a contact centre involves using advanced AI technology to interpret and process human language. 

KNOWLEDGE BASENatural Language Processing (NLP)What is natural language processing in a contact centre? Natural Language Processing (NLP) in a contact centre leverages cutting-edge artificial intelligence and machine learning technologies to understand and work with human language. It encompasses various critical functionalities, such as analysing text, recognising speech, determining sentiment, facilitating chatbots and virtual assistants, enabling language translation, understanding user intents, automating the categorisation of interactions, and offering real-time monitoring and analytics. NLP plays a pivotal role in enhancing customer service within contact centres by enabling automated interactions, improving self-service options, and providing personalised and efficient support to customers. It also contributes to boosting operational efficiency by automating certain tasks, categorising interactions effectively, and extracting valuable insights from large volumes of customer data. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact...

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### Omnichannel Customer Journey

> An omnichannel customer journey is the path or series of interactions that a customer takes when engaging with a brand, product, or service across multiple channels and touchpoints.

- Published: 2023-10-24
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-omnichannel-customer-journey/

An omnichannel customer journey in a contact centre refers to the customer's interaction with a business across multiple communication channels in a seamless and integrated manner.

KNOWLEDGE BASEOmnichannel Customer JourneyWhat is an omnichannel customer journey in a contact centre? An omnichannel customer journey in a contact centre refers to the customer's interaction and experience with a business across multiple communication channels in a seamless and integrated manner. This approach accommodates customers needs engage with organisations through various touchpoints, including phone calls, email, chat, social media, in-person visits, and more. The concept of an omnichannel customer journey ensures that customers can transition between these channels without disruption and receive consistent, personalised service throughout their interactions. Key aspects of a contact centre omnichannel customer journey Seamless TransitionCustomers can begin their interaction with a business on one channel and transition to another without the need to repeat information or start over. For example, a customer may initiate a support request via livechat and later switch to a phone call, and the agent will still have full access to the chat history and context of the conversation. Contextual UnderstandingAgents have access to a comprehensive view of the customer's interaction history and information from all previous touchpoints. This enables agents to provide more personalised and relevant assistance, as they can understand the customer's needs, history, as well as their personal preferences. PersonalisationEach interaction is tailored to the individual customer based on their preferences, history, and context. Agents can offer recommendations, solutions, or products that are highly relevant to the customer, fostering a more personalised and positive experience. EfficiencyAn omnichannel approach reduces customer effort and enhances efficiency. Agents can leverage information from past interactions to resolve issues more...

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### Omnichannel Customer Service

> Omnichannel customer service is aimed at creating a seamless and unified experience for customers across various communication channels.

- Published: 2023-10-24
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-omnichannel-customer-service/

Omnichannel customer service is and approach aimed at creating a seamless and unified experience for customers across various communication channels. 

KNOWLEDGE BASEOmnichannel Customer ServiceWhat is omnichannel customer service? Omnichannel customer service is and approach aimed at creating a seamless and unified experience for customers across various communication channels. The omnichannel approach recognises that customers interact with businesses through different means, such as phone calls, email, social media, chat, and in-person visits. With an omnichannel contact centre setup, customers can initiate contact using their preferred channel and transition between channels without encountering disruptions in their support experience. The benefits of omnichannel customer service Channel ConsistencyCustomers should expect consistent service quality, information, and assistance, regardless of the channel they choose. This means that if a customer starts an interaction via chat and later decides to switch to a phone call, the context and conversation history should seamlessly carry over. Case HistoryAgents have access to a customer's history and information from all previous interactions. This empowers agents to offer more personalised and relevant assistance, as they can understand the customer's needs, history, and preferences. PersonalisationPersonalisation is at the centre of omnichannel customer service. Each customer interaction should be tailored to the individual based on their preferences and history.  EfficiencyEfficiency is another significant benefit. Agents can use the knowledge gained from one interaction to inform subsequent ones. This reduces the need for customers to repeat information, streamlining the process and enhancing customer satisfaction. FlexibilityOmnichannel customer service also prioritises flexibility. Customers can select the channel that best suits their needs and preferences. Whether they prefer email, social media, chat, or phone calls, they have the freedom to choose the communication method that...

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### Omnichannel

> %%excerpt%%

- Published: 2023-10-24
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-omnichannel-contact-centre/

In a contact centre, omnichannel refers to the strategy of providing a seamless and integrated customer experience across multiple communication channels. 

KNOWLEDGE BASEOmnichannel Contact CentreWhat is an omnichannel contact centre? In a contact centre environment, omnichannel refers to the strategy of providing a seamless and integrated customer experience across multiple communication channels. These channels may include voice calls, email, web chat, social media, SMS, and more.  The goal of omnichannel contact centres is to allow customers to initiate conversations through their preferred channels and maintain consistent service and context when switching between channels. This approach ensures that customers receive a cohesive and personalised experience, irrespective of how they choose to interact with the contact centre. Omnichannel capabilities have become essential in meeting the expectations of modern customers who demand flexibility and convenience in their interactions with businesses. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss...

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### Omnichannel Routing

> Omnichannel routing in a contact centres enables the intelligent and efficient distribution of customer enquiries, interactions, or requests across multiple communication channels and agents or resources.

- Published: 2023-10-24
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-omnichannel-routing-in-a-contact-centre/

Omnichannel routing, in the context of customer service and contact centres, is a system or strategy that enables the intelligent and efficient distribution of customer enquiries, interactions, or requests across multiple communication channels and contact centre agents or resources. 

KNOWLEDGE BASEContact Centre Omnichannel RoutingWhat is omnichannel routing in a contact centre? Omnichannel routing is a contact centre approach that consolidates customer interactions from multiple communication channels into a unified queue and uses routing logic to direct them to the most suitable available agents. This strategy provides a seamless and consistent customer experience, allowing agents to transition between channels while maintaining context and access to customer information. The benefits of omnichannel routing in a contact centreOmnichannel routing enhances customer satisfaction, improves efficiency, boosts agent productivity, and generates valuable data for analysis and process improvement. It is essential for meeting the evolving demands of modern customers who expect flexibility and personalised service across various communication channels. Improved Customer ExperienceCustomers can choose their preferred communication channel, and agents have access to complete information, resulting in better service. EfficiencyRouting interactions to the right agent or team reduces hold times, wait times, and the need for customers to repeat information. Agent ProductivityAgents can handle a variety of interactions, which can lead to increased productivity and job satisfaction. Data and ReportingOmnichannel routing generates valuable data and insights that can be used to analyse customer behaviour, improve processes, and enhance the overall customer experience. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of...

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### On-Premises Contact Centre

> An on-premises contact centre provides onsite communication hardware, operational infrastructure and dedicated communication servers.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-on-premises-contact-centre/

An on-premises contact centre provides onsite communication hardware, operational infrastructure, and dedicated communication servers.

KNOWLEDGE BASEOn-Premises Contact CentreWhat is an on-premises contact centre? An on-premises contact centre is a type of contact centre that operates entirely within a company's physical premises or data centres. In an on-premises setup, all the hardware, software, and infrastructure required for running the contact centre are owned, managed, and maintained by the organisation itself.  On-premises contact centres are commonly found in industries with strict data security and compliance requirements, such as finance and healthcare. They provide a high degree of control and customisation but require significant upfront investments and ongoing maintenance. In contrast, cloud-based contact centres offer a more cost-effective and scalable solution, making them the most popular choice. Key features of an on-premises contact centre Physical Control: The organisation has complete control over the hardware, software, and network infrastructure used in the contact centre. This means they can customise and configure the system to their specific needs. Data Privacy: Since the data and customer interactions are handled on-site, the organisation has greater control over data privacy and security, which is crucial in industries with strict regulatory requirements. Scalability: Scalability depends on the organisation's ability to invest in additional hardware and infrastructure. Scaling up may involve significant capital expenses and lead times for deployment. Maintenance: The organisation is responsible for maintaining and upgrading all the equipment and software, which requires IT expertise and resources. Costs: While there may be higher initial capital costs, on-premises contact centres can potentially have lower operational costs in the long run due to the absence of subscription fees associated with cloud-based solutions. Customisation:...

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### Outbound Call Centre

> An outbound call centre is a type of call centre in which agents primarily make outgoing calls to customers or prospects, rather than receiving incoming calls.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-outbound-call-centre/

An outbound call centre is a type of call centre in which agents primarily make outgoing calls to customers or prospects, rather than receiving incoming calls. 

KNOWLEDGE BASEOutbound Call CentreWhat is an outbound call centre? An outbound call centre is a type of contact centre where agents primarily make outbound calls to customers or prospects. Unlike inbound call centres that focus on handling incoming calls from customers seeking support, information, or assistance, outbound call centres are more proactive in their approach. Outbound call centre operations involves the use of dialling systems, scripts, and call lists to efficiently manage outbound calls.   What do outbound call centres do? Telemarketing: Outbound call centres are commonly associated with telemarketing activities where agents reach out to potential customers to promote products or services, generate sales leads, or conduct market research. Collections: Some outbound call centres specialise in debt collection with agents making calls to customers with outstanding payments to remind them of their obligations and facilitate payment arrangements. Customer Surveys: Outbound calls centres are often used to conduct customer surveys or gather feedback.  Appointment Reminders: Healthcare providers, service businesses, and other organisations use outbound call centres to remind clients or patients of upcoming appointments. Notification Services: Outbound call centres are employed to deliver notifications, such as delivery status updates, service appointment confirmations, or emergency alerts.  Lead Generation: Outbound call centres play a crucial role in lead generation efforts. Agents contact potential customers to identify prospects interested in a product or service. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy...

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### Outbound IVR

> An Outbound IVR is a contact centre solution used to proactively distribute communications to customers.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-outbound-ivr-in-a-contact-centre/

Outbound Interactive Voice Response (IVR) is a technology used in contact centres to manage automated outbound calls. 

KNOWLEDGE BASEContact Centre Outbound IVRWhat is a contact centre outbound IVR? Outbound Interactive Voice Response (IVR) is a technology used in contact centres to manage automated outbound calls. These calls serve various purposes, such as delivering notifications, conducting surveys, and collecting data from customers.  They provide an efficient means for contact centres to reach a large audience without requiring live agents to make manual calls. Contact centres can use automated calls to send reminders, status updates, confirmations, or alerts to customers or stakeholders. These notifications can cover a wide range of topics, from appointment reminders to service outage alerts and more.  Outbound IVR also plays a role in data collection. Whether verifying account information, confirming appointments, gathering specific responses to prompts or conducting surveys and collecting feedback, this technology helps in efficiently collecting data from customers. For debt collection efforts, contact centres use outbound IVR to send payment reminders and facilitate the collection of past-due balances. Additionally, customers may be given the option to make payments through the IVR system. In sales and marketing, outbound IVR supports lead generation. Automated calls are made to potential customers, and those showing interest may be transferred to live agents for further engagement. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two...

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### Performance Management System (CCPM)

> A contact centre performance management system is a reporting tool that offers real-time, historical and transactional data for all contact centre roles.

- Published: 2023-10-23
- Modified: 2024-11-07
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-performance-management-system/

A contact centre performance management system is an all-in-one reporting tool that offers real-time, historical, and transactional data for all contact centre roles.

KNOWLEDGE BASEContact Centre Performance Management (CCPM)What is contact centre performance management (CCPM)? Contact centre performance management (CCPM) is a process and set of strategies used to monitor, measure, and enhance the performance of a contact centre in delivering customer service and meeting business goals.  CCPM involves a combination of tracking key performance indicators (KPIs), setting targets, evaluating agent performance, providing feedback and coaching, and implementing improvements.  Key components of contact centre performance management KPI Tracking: Identifying and tracking KPIs that reflect the contact centre's performance, such as average handle time (AHT), first call resolution (FCR), customer satisfaction (cSAT) and service level adherence (SLA). Agent Performance Evaluation: Assessing agent performance through call monitoring, quality assurance, and customer feedback to identify areas for improvement. Setting Targets: Establishing performance targets and goals for agents, teams, and the contact centre as a whole to align with business objectives. Coaching and Training: Providing ongoing coaching and training to agents to help them develop the skills and knowledge required to excel in their roles. Data Analysis: Analysing data and reports to gain insights into customer interactions, agent performance, and areas that need improvement. Feedback and Recognition: Offering feedback to agents on their performance, recognising their achievements, and praising great work. Process Improvement: Identifying inefficiencies or bottlenecks in contact centre processes and making improvements to enhance efficiency and customer satisfaction. Technology Utilisation: Leveraging contact centre technologies, such as workforce management software and quality monitoring tools, to streamline operations and improve performance. Customer Experience Enhancement: Focusing on improving the overall customer experience by providing quality service, resolving issues promptly, and...

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### PCI Compliance

> PCI compliance refers to adhering to the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive credit card information during customer interactions.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-pci-compliance/

PCI compliance in a contact center refers to adhering to the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive credit card information during customer interactions. 

KNOWLEDGE BASEContact Centre PCI ComplianceWhat is PCI compliance? Contact centres must prioritise PCI compliance to ensure the secure handling of payment data. PCI compliance refers to adhering to the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive credit card information during customer interactions. It involves secure payment processing, secure call recording, agent training, validation of compliance, tokenisation, strong access controls, regular security updates, and an incident response plan. Compliance is crucial to prevent data breaches, maintain customer trust, and avoid legal and financial repercussions.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre requirement? Get in touch

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### Phoneme

> A phoneme is the smallest unit of sound in a language that can change the meaning of a word.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-phoneme-in-a-contact-centre/

A phoneme is the smallest unit of sound in a language that can change the meaning of a word. Phonemes play an important role in speech recognition technology.

KNOWLEDGE BASEContact Centre PhonemeWhat is a phoneme? A phoneme is the smallest unit of sound in a language that can change the meaning of a word. Phonemes play an important role in speech recognition technology and they are crucial in linguistics and language analysis, particularly in the context of speech recognition and natural language processing. Within contact centres, phonemes are primarily used in speech analytics, they help transcribe spoken language into text, enabling analysis and providing insights for improving customer service, agent performance, and compliance with regulations. Phoneme analysis plays a significant role in enhancing customer interactions and the overall efficiency and quality of contact centre operationsHow are phonemes used in contact centres? Speech RecognitionPhonemes are essential for speech recognition systems. When a customer interacts with a contact centre agent over the phone, the conversation is recorded. These audio recordings are then transcribed into text. Phonemes play a crucial role in this transcription process because they help identify and separate individual speech sounds. This enables the conversion of spoken words into written text, making it easier to analyse and search for specific keywords or phrases in customer interactions. Sentiment AnalysisContact centres use speech analytics to gauge customer sentiment during calls. By analysing phonemes and the tone of voice, speech analytics tools can identify emotional cues like frustration, satisfaction, anger, or happiness. This information helps contact centre supervisors and analysts assess customer experience and agent performance, providing insights for improvement. Quality AssurancePhoneme-based speech analytics is a tool used for quality assurance. Analysts can review calls and look...

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### Phrase

> A contact centre phrase is a specific set of words or a commonly used expression that is prevalent within the context of a contact centre environment.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-phrase/

A contact centre phrase is a specific set of words or a commonly used expression that is prevalent within the context of a contact centre environment.

KNOWLEDGE BASEContact Centre PhraseWhat is a contact centre phrase? A contact centre phrase is a specific set of words or a commonly used expression that is prevalent within the context of a contact centre environment. These phrases are often used by contact centre agents, supervisors, or managers during customer interactions, training, quality assurance, or internal communications. They are typically tailored to the unique requirements and goals of contact centres, and they may include technical terms, industry jargon, or customer service-related language. What are the benefits of implementing contact centre phrases?  ClarityThey help agents and staff communicate effectively, ensuring that everyone understands the same concepts and processes. ConsistencyStandard phrases and terminology promote consistency in customer interactions, ensuring that agents convey a unified message and maintain a professional image. EfficiencyThese phrases streamline communication and help agents respond to customer inquiries more quickly and accurately. TrainingContact centre phrases can be part of training programs, helping new agents become familiar with the industry and its specific language. Quality AssuranceQuality monitoring and coaching often involve using predefined phrases to evaluate and provide feedback on agent performance. Example contact centre phrasesExamples of contact centre phrases may include terms related to customer satisfaction (e. g. , Net Promoter Score), key performance indicators (KPIs), technology and software used (e. g. , CRM, IVR), or specific processes like call escalation and resolution. These phrases play a significant role in facilitating smooth and effective contact centre operations. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the...

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### Predictive Dialler

> A predictive dialer is a telephony technology that automates outbound calls in contact centers, enhancing agent productivity and call efficiency.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-predictive-dialler-in-a-contact-centre/

A predictive dialler is a telephony technology that automates outbound calls in contact centres, enhancing agent productivity and call efficiency. 

KNOWLEDGE BASEContact Centre Predictive DiallersWhat is a predictive dialler in a contact centre? A predictive dialler is a telephony technology that automates outbound calls in contact centres, enhancing agent productivity and call efficiency. It utilises complex algorithms to predict agent availability and the likelihood of call connection allowing for automated dialling without manual intervention. The process begins with managing a call list, often integrated with CRM systems, and the dialler uses predictive algorithms to determine the dialling pace, considering factors like available agents and call abandonment rates. The predictive dialler continuously monitors call progress, detecting live answers, voicemails, busy signals, and unanswered calls. It also assesses agent availability and synchronises outbound calls with anticipated agent availability to minimise idle time. When a live answer occurs, the dialler promptly connects the call to an available agent, sometimes using a recorded message before agent involvement. Predictive diallers maximise outbound call efficiency by minimising agent idle time and increasing their call engagement. This leads to heightened agent productivity and potentially better campaign outcomes.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your...

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### Public Switched Telephone Network (PSTN)

> The public switched telephone network (PSTN) is a global collection of interconnected voice-oriented public telephone networks.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-pstn/

The public switched telephone network, PSTN is a global collection of interconnected voice-oriented public telephone networks. 


KNOWLEDGE BASEPSTNWhat is the public switched telephone network (PSTN)? The Public Switched Telephone Network (PSTN) is a fundamental part of the history of telecommunications, serving as the backbone for voice communication for many decades.  PSTN primarily relies on circuit-switching technology. This means that it establishes a dedicated communication channel between the callers for the duration of their conversation.  This dedicated channel ensures reliable and high-quality voice transmission, with both parties having an exclusive line to communicate. This is in contrast to packet-switching technology used in modern IP-based networks, where data is broken into packets and sent independently to its destination. PSTN is reliable and resilient and PSTN networks are designed to provide consistent service quality, even during adverse conditions like power outages. The network is structured to receive power from central offices, which are equipped with backup generators to maintain service during power failures.  In its early days, PSTN was predominantly analog, with voice signals converted into electrical signals for transmission over copper wires. Over time, digital technology was integrated into the network, allowing for more efficient and clearer voice transmission. This digital transformation paved the way for various additional services like caller ID and call waiting. While PSTN has played a central role in the history of telecommunications, it is gradually being switched off in favour of digital and IP-based technologies like Voice over Internet Protocol (VoIP) and broadband internet. These technologies offer cost-effective and feature-rich communication solutions, making them more popular for modern voice communication. Speak to a consultant We are accredited partners with...

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### Quality Management

> Quality management in a contact centre is the process of ensuring customer interactions meet a defined quality standard across all channels and agents.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-quality-management/

Quality management in a contact centre is the process of ensuring customer interactions meet a defined quality standard across all channels and agents. 

KNOWLEDGE BASEContact Centre Quality ManagementWhat is quality management in a contact centre? Quality management in contact centres is the process of ensuring that customer interactions align with predefined quality standards across all channels and every single agent interaction they experience. Quality management plays a pivotal role in maintaining consistent contact centre touchpoints to deliver an exceptional customer experience. Beyond this, it serves as a valuable tool for uncovering potential product and operational issues that might otherwise remain unnoticed. The journey of quality management begins by setting specific standards for each communication channel and creating an evaluation form based on these benchmarks. Quality analysts then utilise these forms when assessing customer interactions.  Quality Management Measurement Quality Management involves measurement of multiple criteria that gauge agent performance, encompassing both qualitative aspects like interpersonal skills and quantitative objectives tied to operational efficiency. These criteria can be highly tailored to match an organisation's unique customer experience objectives. Quality management analysts follow a structured process in which they review a percentage of customer interactions each month. To maintain objectivity, they aim to create a representative sample that includes a range of interactions for each agent. Beyond assessing interactions, analysts offer constructive feedback to agents, helping them enhance their performance. Agents typically access their quality results through agent dashboards, and the process becomes more effective when agents can easily dispute results and self-assess. Integrating speech and text analytics into the quality management process addresses this gap by allowing the review of 100% of interactions. It identifies specific interactions for supervisors to evaluate...

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### Real Time Adherence

> Real-Time Adherence (RTA) is a key performance management metric used in contact centres to measure which agents are adhering to their scheduled work activities in real-time.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-real-time-adherence-in-a-contact-centre/

Real-Time Adherence (RTA) is a key performance management metric used in contact centres to measure and monitor the extent to which agents are adhering to their scheduled work activities in real-time. 

KNOWLEDGE BASEContact Centre Real Time Adherence (RTA)What is real time adherence in a contact centre? Real-time adherence (RTA) in a contact centre is a crucial aspect of workforce management. It involves monitoring and ensuring that agents are following their schedules and assigned tasks in real-time. RTA helps contact centres maintain operational efficiency, meet service level agreements, and enhance customer satisfaction. Contact centres create schedules for agents, specifying their work hours, breaks, and lunchtimes. Real-time adherence tools continually compare these schedules to agents' actual activities. This helps ensure that agents are available when they should be, which is essential for maintaining consistent service levels and productivity. Real-time adherence software typically includes features like alerts and notifications. When an agent deviates from their schedule, the system can trigger alerts or notifications to supervisors or managers. These alerts enable quick actions to address deviations, such as reallocating resources or reassigning tasks, ensuring that service quality is maintained. RTA tools provide supervisors and managers with a real-time view of agent activities and performance. This visibility allows them to make informed decisions about resource allocation and task assignments, helping to optimise operations. Accurate forecasting is crucial for effective contact centre management and real-time adherence tools play a role in improving forecast accuracy by providing up-to-the-minute data on agent activities. This information helps contact centres fine-tune their workforce planning, ensuring that they have the right number of agents available to meet customer demand. They can also optimise agent workloads to highlight a sudden increase in incoming calls or tasks, the system can...

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### Robotic Process Automation (RPA)

> Robotic process automation (RPA) is technology that uses digital "robots" to automate repetitive, rule-based tasks within a contact centre.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-robotic-process-automation/

Robotic Process Automation (RPA) is a technology used in contact centres to streamline various customer service and support functions by employing software robots. 

KNOWLEDGE BASEContact Centre Robotic Process Automation (RPA)What are robotic process automation in a contact centre? Robotic Process Automation (RPA) is a technology used in contact centres to streamline various customer service and support functions by employing software robots. These digital bots are designed to replicate the tasks performed by human agents, particularly those that are repetitive and rule-based. RPA's primary goal is to enhance operational efficiency while maintaining high-quality customer service. It greatly enhances operational efficiency by handling repetitive tasks with precision and speed.  The automated tasks may include data entry, information retrieval, data extraction, form filling, and responding to common customer enquiries. The strength of RPA lies in its consistency and speed, ensuring that these tasks are completed with precision and in a timely manner. RPA bots can access information stored across different systems, applications, and databases, consolidating data to provide contact centre agents with a comprehensive view of customer information.  In addition to managing tasks, RPA can also automate workflow processes within the contact centre. These workflows may include routing customer interactions to the right agents or departments, initiating specific actions based on customer interactions, and enabling self-service options for customers. The ability of RPA to address these workflow aspects is instrumental in improving the efficiency of the contact centre. RPA is not limited to customer-facing tasks; it can also streamline back-office processes. Operations such as billing, invoicing, and data reconciliation can be automated to enhance overall efficiency and productivity. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary ...

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### Screen Pop

> A screen pop is a feature in contact centre that automatically displays relevant customer or call information on an agent's computer screen when they receive an incoming call or interaction.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-screen-pop-in-a-contact-centre/

A screen pop is a feature in contact centre that automatically displays relevant customer or call information on an agent's computer screen when they receive an incoming call or interaction. 

KNOWLEDGE BASEContact Centre Screen PopWhat is a screen pop in a contact centre? A screen pop in a contact centre is a valuable tool designed to streamline customer interactions and enhance the overall customer experience. When a customer reaches out to the contact centre, whether by phone, chat, or email, the screen pop feature automatically retrieves and displays relevant customer information on the agent's computer screen. This information is drawn from customer relationship management (CRM) or contact centre software systems, and it includes details such as the customer's name, contact history, account information, and any outstanding issues. Contact centre screen pop's provide agents immediate context for the customer interaction. When customer information pops up on the agent's screen, it eliminates the need for agents to search for this data manually, which can be time-consuming and disruptive to the conversation. Instead, agents have instant access to important customer details as soon as the interaction begins. This allows agents to tailor their responses, offer personalised assistance, and resolve issues more efficiently. They also significantly reduce call handling times, as agents can address customer needs with greater speed and accuracy. By presenting relevant information in real time, agents can proactively address the customer's enquiries, potentially resolving issues on the first contact. This not only improves customer satisfaction but also contributes to the overall efficiency of the contact centre. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact...

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### Softphone

> A contact centre softphone is a software-based telephone interface that allows agents to make and receive calls using a computer, typically connected to a headset or similar audio device.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-softphones-in-a-contact-centre/

A contact centre softphone is a software-based telephone interface that allows agents to make and receive calls using a computer, typically connected to a headset or similar audio device. 

KNOWLEDGE BASEContact Centre SoftphoneWhat are softphones in a contact centre? A contact centre softphone is a software-based telephone interface that allows contact centre agents to make and receive calls using a computer, typically connected to a headset or similar audio device. It serves as a virtual phone, emulating the functions of a traditional physical desk phone. Contact centre softphones are designed for integration with customer relationship management (CRM) and contact centre software systems. They offer a range of call handling features, such as call control, call transfer, conference calling, and access to customer information. Additionally, they often include capabilities for handling multiple communication channels, including voice calls, chat, email, and more. These softphones can provide significant advantages in contact centres, as they streamline the agent's work environment, offer easy access to customer data, and allow for efficient management of customer interactions across various channels. Contact centre softphones are widely used in modern contact centres to improve agent productivity and the quality of customer service. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre...

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### SaaS

> Software as a Service (SaaS) provides numerous advantages when used in a contact centre environment.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-software-as-a-service/

SaaS contact centre solutions can be deployed rapidly and are accessible from anywhere with an internet connection, enabling flexibility in agent locations.

KNOWLEDGE BASEContact Centre Software as a Service (SaaS)What is contact centre software as as service? Software as a Service (SaaS) offers several benefits to contact centres. It provides cost-efficiency by eliminating large upfront investments and allowing scalable usage. SaaS contact centre solutions can be deployed rapidly and are accessible from anywhere with an internet connection, enabling flexibility in agent locations. Maintenance and security are handled by the providers, reducing the contact centre's burden. SaaS is adaptable, with customisable features and integrations, ensuring it aligns with specific contact centre needs. Providers continually update and improve their software, and they offer robust security and disaster recovery measures.  Contact centres can focus on core tasks, reduce IT overhead, and benefit from dedicated support and continuous enhancements through SaaS. These advantages collectively enhance operational efficiency and customer service levels contact centres deliver. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal...

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### Self Serve

> Self serve in a contact centre context refers to customer service options that allow customers to find information, resolve issues, or perform tasks on their own without needing direct assistance from a contact centre agent.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-self-serve-in-a-contact-centre/

Self-serve in a contact centre context refers to customer service options that allow customers to find information, resolve issues, or perform tasks on their own without needing direct assistance from a contact centre agent.

KNOWLEDGE BASEContact Centre Self ServeWhat is self serve a contact centre? A self serve contact centre employs various AI-driven self-service applications and resources like chatbots and self-service widgets to enable customers to independently access information, perform tasks, or resolve issues without the need for direct assistance from a live agent. Self service is typically facilitated through various self-service tools and channels, such as interactive voice response (IVR) systems, websites, mobile apps, chatbots, and knowledge bases. The aim is to empower customers to find answers, complete transactions, or address their needs quickly and conveniently, often as a first step before involving a contact centre agent. Contact centres with self serve enabled benefit from enhanced efficiency, reduced call volumes, and improvements in the overall customer experience. What is self serve rate and how is it measured? The self-service rate in a contact centre is a metric that indicates the frequency with which customers independently resolve their issues or complete transactions without the need for assistance from a live agent. It is calculated by dividing the number of customer instances resolved through self-service by the total number of customer instances at the contact centre. It's important to note that the self-service rate may differ from the first contact resolution (FCR) rate, although self-service interactions often result in a resolution on the initial attempt, without agent involvement. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the...

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### Screen Recording

> Screen recording in a contact centre is the process of recording everything that is displayed on a computer or mobile device screen, including the actions of the agents.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-screen-recording-in-a-contact-centre/

Screen recording within a contact centre environment is the practice of capturing an agent's computer screen while they are actively engaged in customer interactions.

KNOWLEDGE BASEScreen Recording in a Contact CentreWhat is screen recording in contact centre? Screen recording within a contact centre environment is the practice of capturing an agent's computer screen while they are actively engaged in customer interactions. This valuable tool serves several critical functions, primarily focused on quality assurance and agent coaching.  The benefits of screen recording agents in a contact centre Agent screen recordings offer evaluators a real-time window into an agent's actions, thought process, and how they handle customer interactions. It's akin to sitting alongside the agent, allowing evaluators to assess performance, provide targeted feedback, and identify areas for improvement. This comprehensive approach to monitoring and coaching plays a fundamental role in enhancing the overall quality of customer service within the contact centre. In addition to quality assessment and agent coaching, screen recording aids in process improvement. By closely observing an agent's screen during interactions, supervisors can identify procedural inefficiencies and areas where workflows can be optimised. This not only leads to enhanced operational efficiency but also contributes to a more seamless and customer-centric experience. The synchronised nature of screen recordings, often paired with audio recordings of interactions, provides evaluators with a comprehensive and accurate view of the customer journey and the agent's role within it. It's a powerful tool for maintaining high service standards and driving continuous improvement within the contact centre environment. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact...

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### Scheduling

> Contact centre scheduling is the process of creating and managing work schedules for customer service agents and other staff who handle customer interactions.

- Published: 2023-10-23
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-scheduling/

Contact centre scheduling refers to the process of creating and managing work schedules for customer service agents and other staff who handle customer interactions.

KNOWLEDGE BASEContact Centre SchedulingWhat is contact centre scheduling? Contact centre scheduling is the process of creating agent work schedules, taking into account factors like expected contact volume, agent availability, and skillset. Effective scheduling aims to balance customer demand with efficient labour utilisation, striking a balance between satisfying customer needs and controlling labour costs. Scheduling is an ongoing, dynamic effort, and unforeseen events can lead to schedule adjustments post-publishing. Instances like agent absences, sudden surges in queue activity, or unpredictably low volume compared to forecasts require quick fix changes to ensure agents are optimally deployed without sitting idle. Modern contact centre scheduling solutions facilitate swift and effective schedule modifications, providing workforce managers with the necessary tools for fast and efficient adjustments. These tools not only support real-time scheduling alterations but also promote agent-centric practices, including preferred schedules, time-off requests, flexible scheduling, and remote work options.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest...

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### Sentiment Analysis

> Sentiment analysis is a natural language processing (NLP) technique used to determine and evaluate the sentiment or emotional tone expressed in a piece of text or spoken communication.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-sentiment-analysis-in-a-contact-centre/

Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique used to determine and evaluate the sentiment or emotional tone expressed in a piece of text, such as a customer review, social media post, survey response, or any other form of written or spoken communication. 

KNOWLEDGE BASEContact Centre Sentiment AnalysisWhat is sentiment analysis in a contact centre? Sentiment analysis is the practice of leveraging natural language processing (NLP), machine learning, and computational linguistics to assess customer input and gain insights into their attitudes, emotions, and opinions regarding various aspects like brands, product lines, and marketing campaigns. By mining data sources such as social media comments, blogs, and product reviews, sentiment analysis classifies input into positive, neutral, or negative categories, offering valuable information through reporting tools. Sentiment analysis is a valuable tool within contact centres as it helps assess the nature of customer comments within various communication channels, such as phone calls, text messages, emails, and chat sessions. This enables contact centres to route customer interactions based on sentiment, directing them to agents who excel at handling specific emotional states, like soothing angry customers. Moreover, sentiment scores can be attributed to individual agents, facilitating the identification of best practices and opportunities for agent coaching. When integrated with other customer experience metrics like Net Promoter Scores, sentiment analysis outcomes provide a comprehensive view of customer sentiments and emotions, enhancing the centre's ability to understand, respond to, and manage customer perceptions effectively. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two...

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### Shrinkage

> In workforce management (WFM) for contact centres and customer service operations, "shrinkage" refers to the amount of time during which employees are not available to handle customer interactions, despite being scheduled to work.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-shrinkage/

In workforce management (WFM) for contact centres and customer service operations, "shrinkage" refers to the amount of time during which employees are not available to handle customer interactions, despite being scheduled to work. 

KNOWLEDGE BASEContact Centre ShrinkageWhat are shrinkage in a contact centre? In a contact centre, shrinkage is a crucial metric that represents the amount of time when employees are unavailable to handle customer interactions during their scheduled working hours. Shrinkage encompasses various factors that can lead to agent unavailability and has a significant impact on the centre's overall operational efficiency and customer service. What contributes to contact centre shrinkage? Agent BreaksOne of the primary contributors to shrinkage is the scheduling of breaks and meal times for agents. Agents are entitled to regular breaks and lunch periods, and the time spent on these activities is considered part of the shrinkage calculation. While breaks are essential for agent well-being, they affect their availability for customer interactions. Unscheduled AbsencesUnscheduled absences also contribute to shrinkage. When agents are absent due to reasons like sickness or personal matters, they are unavailable for customer interactions, leading to gaps in service coverage. Agent TrainingTraining and meetings are another aspect of shrinkage. Agents often need to undergo training sessions or attend team meetings to enhance their skills and knowledge. During these sessions, they are temporarily unavailable for handling customer interactions. Agent SchedulingEnsuring adherence to the agent's schedule is vital for managing shrinkage effectively. If agents deviate from their scheduled hours or log in late, it can result in unproductive time and reduced availability. Unforeseen DowntimeSystem downtime, such as technical issues or scheduled maintenance, can render agents unable to work, contributing to shrinkage. During these periods, agents cannot access the necessary tools to assist customers. Speak to...

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### Speech Analytics

> Speech analytics uses NLP and machine learning algorithms to analyse and gain insights from spoken language, including customer interactions recorded in contact centre conversations.

- Published: 2023-10-21
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-speech-analytics/

Contact centre speech analytics is the application of AI and natural language processing to analyse customer interactions within the contact centre.

KNOWLEDGE BASEContact Centre Speech AnalyticsWhat are contact centre speech analytics? Contact centre speech analytics is the application of AI and natural language processing to analyse customer interactions, such as phone calls and chat conversations within the contact centre.  They enable contact centres to enhance service quality, streamline operations, and make data-informed decisions. Benefits of contact centre speech analytics  Quality Assurance and ComplianceMonitors interactions to ensure compliance with regulations and policies. Performance EvaluationAssesses CSR performance, communication skills, and adherence to guidelines. Customer Sentiment AnalysisDetermines customer sentiment from conversations, aiding in satisfaction assessment and problem identification. Root Cause AnalysisIdentifies the causes of common customer issues. Call CategorisationSorts interactions by type, aiding reporting and resource allocation. Agent CoachingProvides targeted feedback for agent coaching and training. Operational EfficiencyIdentifies process inefficiencies and bottlenecks for improvement. Sales and Upsell OpportunitiesRecognises sales opportunities from customer conversations. Customer Experience ImprovementInforms changes to enhance customer experience. Data-Driven Decision-MakingSupports data-informed business strategies. Predictive AnalyticsHelps in forecasting call volumes and anticipating customer needs. Real-time AlertsProvides immediate alerts for issue resolution. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce...

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### Supervisor

> In a contact centre, a supervisor is a managerial role responsible for overseeing and managing the day-to-day operations of a team or group of customer service agents.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-supervisor/

A contact centre supervisor is responsible for managing and leading a team of customer service agents within the contact centre. 

KNOWLEDGE BASEContact Centre SupervisorWhat is the role of a contact centre supervisor? A Contact Centre Supervisor is responsible for managing and leading a team of customer service agents within the contact centre. They oversee team performance, ensure quality service delivery, and monitor key performance indicators.  Contact Centre Supervisors also handle complex customer issues, provide training, and facilitate communication between upper management and front-line agents. They play a vital role in motivating the team, resolving conflicts, and implementing innovative approaches for better customer service and operational efficiency. In essence, they are pivotal in maintaining high service quality, driving performance improvements, and fostering a positive work environment within the contact centre. What are the responsibilities of a contact centre supervisor?  Team Leadership: Supervising and leading a team of contact centre agents.  Performance Management: Monitoring and evaluating the performance of agents. Quality Assurance: Ensuring that agents deliver high-quality customer service. Training and Development: Planning and delivering agent training programs. Workflow Management: Managing daily operations to ensure service levels are met. Problem Resolution: Handling escalated customer issues or challenging situations. Reporting and Analysis: Generating and analysing performance data and KPIs. Scheduling: Creating and managing work schedules to ensure adequate coverage. Communication: Serving as a liaison between agents and upper management. Policy Adherence: Ensuring that agents follow company policies and procedures. Innovation: Implementing new strategies, tools, or technologies to improve efficiency. Reporting: Preparing regular reports on team performance and cSAT. Customer Feedback: Collecting, analysing, and acting on VoC customer feedback. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you...

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### Text and Speech Analytics

> Text and speech analytics play essential roles within a contact centre environment by helping organisations gain insights from customer interactions and improve their operations

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-text-and-speech-analytics/

Text and speech analytics convert human voice interactions into written transcripts, enabling them to analyse customer service interactions across various channels.

KNOWLEDGE BASEContact Centre Text and Speech AnalyticsWhat are contact centre text and speech analytics? Text and speech analytics, driven by artificial intelligence and natural language processing, are vital tools in contact centres.  They convert human voice interactions into written transcripts, enabling them to analyse customer service interactions across various channels, such as phone, chat, email, and social media. The insights provided include identifying contact drivers, emerging issues, trending topics, potential compliance problems, root causes, and agent performance.  Text and speech analytics can also assess customer sentiment and serve as a foundation for agent training. User-friendly, cloud-based tools ensure accessibility and ease of use, making them valuable assets for contact centres seeking to enhance customer interactions and experiences.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss...

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### Virtual Agent

> Contact centre virtual agent's are often referred to as a chatbot or conversational AI agent. They are a software app designed to simulate human interactions and engage in conversations.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-virtual-agents-in-a-contact-centre/

A virtual agent, often referred to as a chatbot or conversational AI agent, is a computer program or software application designed to simulate human interactions and engage in conversations with users.

KNOWLEDGE BASEContact Centre Virtual AgentWhat is a contact centre virtual agent? A virtual agent, commonly known as a chatbot, is an AI-powered online tool designed for intelligent customer interactions. Virtual agents use both artificial intelligence and machine learning to engage customers in informed and natural conversations. To create a more human-like interaction, some virtual agents are given names and employ casual language, reducing the sense of robotic automation. Businesses employ virtual agents to address various customer needs, including assistance with service enquiries or purchase related questions. Additionally, some virtual agents are more advanced and fully capable of providing product recommendations and facilitating tasks. Virtual agents excel at handling straightforward enquiries, but they may struggle with more complex requests. To ensure a seamless customer experience, businesses often maintain human agents to provide backup support. This involves a smooth transition where the virtual agent hands off the conversation, along with the complete interaction history, to a live contact centre agent. A key aspect of this handover is preserving the context and content of the conversation, preventing customers from having to repeat information when interacting with the live agent. A well-executed transition is crucial for a positive customer experience, as it ensures a streamlined interaction process.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design,...

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### Virtual Contact Centre

> A virtual contact centre operates in a decentralised manner, with agents working from different locations, often remotely. It encompasses multiple channels beyond just calls.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-virtual-contact-centre/

A virtual contact centre operates in a decentralised manner, with agents working from different locations, often remotely. It encompasses multiple communication channels beyond just voice calls

KNOWLEDGE BASEVirtual Contact CentreWhat is a virtual contact centre? A virtual contact centre represents a customer support operation that operates without a physical office, instead relying on a network of remote contact centre agents. These agents work from various locations, including their homes or remote offices, using various communication channels such as phone, email, and chat to handle customer interactions, much like traditional contact centres. The primary advantage of a virtual contact centre is its inherent flexibility and scalability. By omitting the need for a physical facility, businesses can enjoy substantial cost savings.  Virtual contact centres leverage modern cloud-based technology and communication tools, fostering superior customer experiences and agent productivity. This digital infrastructure enables businesses to stay connected and interact efficiently with customers while enjoying the flexibility and cost-effectiveness of remote operations. Tapping in to a broader talent pool outside of a set geographic area, gives the contact centre managers an opportunity to create a diverse workforce. Virtual contact centres are able to recruit agents with varied skills and language proficiencies, enhancing their ability to cater to a global customer base. Scalability is another crucial advantage of virtual contact centres. These operations can quickly adapt to fluctuations in call volumes, seasonality, or unexpected demands. Businesses can swiftly onboard additional agents during busy periods and, conversely, reduce staffing levels when call volumes decrease, ensuring optimal resource allocation. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre...

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### Voice Authentication

> contact centre voice authentication is a security measure that uses the unique characteristics of an individual's voice to verify their identity using biometric authentication.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-voice-authentication-in-a-contact-centre/

Voice authentication in a contact centre is a security measure that uses the unique characteristics of an individual's voice to verify their identity using biometric authentication.

KNOWLEDGE BASEContact Centre Voice AuthenticationWhat is contact centre voice authentication? Voice authentication is a highly secure method of identifying individuals based on unique vocal characteristics, such as dialect, pitch, and speed. These characteristics collectively form a voiceprint, similar to a fingerprint, making voice authentication resilient to spoofing and hacking unlike traditional number based passwords.  Voice authentication is mainly used in industries where extra security and compliance authentication is required such as a bank. To enrol in voice authentication, customers simply need to make a call to the organisation, allowing their voice sample to be recorded. The voice authentication software then uses these vocal characteristics to create a unique voiceprint for each customer.  Once a voiceprint is established, customers enjoy an enhanced experience when contacting customer service. For instance, the interactive voice response (IVR) system can swiftly recognise and authenticate their identity, granting access to self-service tasks like checking account balances.  If customers opt to speak with an agent, their authentication information seamlessly transfers, saving time and enhancing the overall customer experience by eliminating the need to repeat information. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but...

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### Channels

> Contact centre channels refer to the various communication methods or pathways through which customers can interact with the contact centre to seek assistance, ask questions, or resolve issues.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-channels/

Contact centre channels refer to the various communication methods or pathways through which customers can interact with the contact centre to seek assistance, ask questions, or resolve issues. Each channel represents a distinct mode of communication that customers can choose based on their preferences and needs. 

KNOWLEDGE BASEContact Centre ChannelsWhat are contact centre channels? Contact centre channels denote the various avenues through which customers engage with an organisation. Customers anticipate a diverse array of omnichannel support channels, including chat, email, text messaging (SMS), video, and more.  Contact centres that exclusively manage voice interactions typically accommodate multiple channels. Contact centre agents may specialise in a single channel or adopt a multi-channel approach, enabling them to handle contacts across multiple channels.  The benefits of omnichannel contact centre channel management Providing customers with a variety of communication channels is an essential part of providing an outstanding customer experience. However, the challenge arises when these multiple channels are managed in isolation known as channel silos. Silos form when channel operates independently and lacks awareness of customer interactions across other channels.  The adoption of an omnichannel approach will over come channel silos. Omnichannel unifies the various communication channels, allowing customers and agents to seamlessly navigate and switch between them. This enables a more consistent and integrated customer experience.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact...

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### Contact Centre Service Level

> Contact centre service level is a critical performance metric that measures the efficiency and responsiveness of a contact centre in terms of answering and handling incoming customer calls within a specified time frame.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-service-level/

Contact centre service level is a critical performance metric that measures the efficiency and responsiveness of a contact centre in terms of answering and handling incoming customer calls within a specified time frame. 

KNOWLEDGE BASEContact Centre Service LevelWhat is a contact centre service level? A contact centre service level represents the percentage measurement of customer service standards achieved. These standards, often measured as Key Performance Indicators (KPIs), pertain to services provided to customers within a specific timeframe. The calculation of service level metrics in a contact centre can vary between businesses but typically encompasses metrics like the percentage of answered calls, average response time, average handling time, average resolution time, and other customer experience qualifiers. A contact centre's Service Level Agreement (SLA) comprises internally-established standards that guide management decisions, these are unique to the organisation. Service level parameters enable efficient decision-making, cost-saving measures, enhanced customer satisfaction, and more. For instance, standard metric goals may include answering 90% of calls within three rings, accepting 90% of chats within 20 seconds, or responding to 80% of service related emails within one business day.  Determining these metrics can be a complex process, involving classifying abandoned calls, establishing realistic timeframes for each stage of the customer journey, and implementing precise measurement methods. Advanced reporting within contact centre software aids in tracking these metrics and pinpointing areas for improvement. Meeting the service level is essential in responding promptly to customer demands while maintaining high-quality service. It can lead to increased customer satisfaction, increased repeat business, and greater customer lifetime value. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in...

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### Automatic Call Back

> Automatic Callback in a contact centre is a feature or service that allows customers to request a callback from a customer service representative when they are unable to connect with an agent immediately.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-automatic-call-back-in-a-contact-centre/

Automatic Callback in a contact centre is a feature or service that allows customers to request a callback from a customer service representative when they are unable to connect with an agent immediately.

KNOWLEDGE BASEContact Centre Automatic CallbackWhat is automatic callback in a contact centre? Automatic callback, commonly known as callback, is a feature in contact centre environments that enables customers to request a return call from an agent or the contact centre at a later time, sparing them from waiting on hold in a queue. Automatic call back is a valuable tool that aligns with customer-centric service delivery and efficient resource management in contact centre environmentsWhen customers opt for automatic call back, their request is recorded, and the system automatically dials their number when an agent becomes available or at a specified callback time. The automatic callback feature in a contact centre provides many benefits. Firstly, it significantly enhances the customer experience by reducing frustration and wait times, leading to more positive interactions. It also contributes to efficient resource allocation, as agents can manage other tasks while customers wait for their scheduled callbacks, thus optimising productivity. Callbacks also assist in workload management, preventing call overflow and maintaining consistent service levels, as well as minimising call abandonment rates. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but...

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### Voice of the Customer (VoC)

> Voice of the Customer (VoC) within a contact centre refers to the process of collecting and analysing customer feedback, opinions, comments to gain insights into their preferences.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-voice-of-the-customer-in-a-contact-centre/

Voice of the Customer (VoC) is a business and market research term that refers to the process of collecting and analysing customer feedback, opinions, comments, and suggestions to gain insights into their preferences, expectations, and overall experiences with a product, service, or brand.

KNOWLEDGE BASEContact Centre Voice of the Customer (VoC)What is voice of the customer in a contact centre? Voice of the Customer (VoC) is the gathering of customer feedback encompassing their needs, desires, and expectations regarding a company's products and services. When executed effectively, VoC integrates multichannel feedback to drive meaningful product and service enhancements that elevate both customer experience and business outcomes. In the context of the contact centre, VoC information can be effectively gathered. Many contact centres conduct post-contact customer surveys, enabling the calculation of crucial metrics like Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Customer Effort Scores (CES), all integral components of VoC. However, the true treasure trove of customer feedback comes from text and speech analytics. Advanced AI-driven analytics tools can assess interactions across various channels (phone, chat, email, etc. ), pinpoint areas of customer praise and concerns, and present results in actionable and comprehensible formats. The combination of customer surveys and omnichannel contact analytics generates a large source of insights for VoC analysis. How to gain voice of the customer feedback Your contact centre plays a crucial role in gathering customer feedback and turning it into actionable insights that improve agent performance and customer relationships. An omnichannel Voice of the Customer solution unifies diverse data sources, including direct, indirect, and inferred feedback, using AI and interaction analysis to reach a wider audience. This transforms your contact centre into a hub for customer experience transformation, and enables you to share valuable VoC insights across your organisation.    Speak to a consultant...

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### Voice Platform

> A voice platform in a contact centre refers to the technology infrastructure and software solutions used to manage and facilitate voice-based communications between customers and agents.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-platform/

A voice platform in a call centre refers to the technology infrastructure and software solutions used to manage and facilitate voice-based communications between customers and call centre agents. 

KNOWLEDGE BASEContact Centre Voice PlatformWhat is a contact centre voice platform? A voice platform serves as the foundation for voice applications and facilitates the integration of contact centre software with telephony systems. It also enables speech processing features such as voice authentication. Voice platforms underpin virtual assistants like Amazon's Alexa and Apple's Siri, empowering users to execute hands-free tasks via voice commands, from setting reminders to controlling smart home devices within the "internet of things" (IoT). In contact centres, modern Interactive Voice Response (IVR) systems exemplify voice platform utilisation, particularly for certain functions. Voice authentication, which authorises callers based on their unique voiceprint, also relies on a voice platform. Additionally, speech recognition, allowing callers to vocalise menu selections and issues, depends on a robust voice platform for optimal performance. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution...

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### Voice Response Unit (VRU)

> A Voice Response Unit (VRU), also known as an IVR system, is a technology used in contact centres to interact and gather caller information through automated voice prompts.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-response-unit/

A Voice Response Unit (VRU), also known as an Interactive Voice Response (IVR) system, is a technology used in contact centres to interact with callers through automated voice prompts and responses. 

KNOWLEDGE BASEContact Centre Voice Response Unit (VRU)What is a voice response unit in a contact centre? A Voice Response Unit (VRU), commonly known as an IVR system, is a technology frequently used in contact centres to manage incoming phone calls. VRUs typically greet callers with a recorded message and present menu options. Callers can interact with the menu by pressing buttons on their phone's keypad or using speech recognition if available. Depending on their selection, they may access another menu, enter a waiting queue for an agent, or utilise self-service options. VRUs benefit both customers and contact centres as VRUs enhance the customer experience while improving operational efficiency. Customers appreciate the choice to self-serve conveniently. Integrated VRUs collect caller information, pass it to relevant systems, and return information to the caller or confirm requested transactions.  Intelligent routing enabled by VRUs further contributes to these benefits. VRUs collect caller information, such as menu choices, entered account numbers, or voiced issues. Using this data, calls can be routed to the most suitable agents. An example of this would be calls relating to a premium service can be routed to a specialised team of agents, enhancing service quality for customers and optimising agent utilisation. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment...

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### Voice User Interface (VUI)

> A Voice User Interface (VUI) in a contact centre is a technology interface that allows customers and call centre agents to interact with computer systems and applications using spoken language.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-voice-user-interface/

A Voice User Interface (VUI) in a contact centre is a technology interface that allows customers and call centre agents to interact with computer systems and applications using spoken language. 

KNOWLEDGE BASEContact Centre Voice User Interface (VUI)What is a voice user interface in a contact centre? VUI technology is revolutionising contact centres by offering a natural and user-friendly way for customers to interact, automating routine tasks, enhancing security, and improving overall operational efficiency. This multifaceted approach benefits both customers and agents, leading to an improved customer experience and more efficient contact centre operations. Voice User Interface technology is transforming the way customers interact with contact centres, offering a seamless and efficient means of communication. VUI allows users to engage with systems through voice commands and natural language, eliminating the need for traditional interfaces like keyboards or touchscreens. This evolution leverages speech recognition and natural language processing, providing an array of applications in contact centre operations. The benefits of VUI in a contact centre Enhancing Customer ServiceInteractive Voice Response (IVR) systems are among the pioneers in the use of VUI. They greet callers and present menu options, enabling customers to navigate and obtain information using their voice. This approach streamlines the customer service process, reducing the dependency on live agents for routine queries and offering a more natural and user-friendly experience. Security and AuthenticationVUI plays a crucial role in enhancing security through voice biometrics. Callers' voices are analysed to confirm their identity, adding a layer of protection when accessing accounts or sensitive information. This secure authentication method enhances data security in contact centres. Automation and EfficiencyVUI empowers contact centres to automate tasks and offer self-service options to customers. This reduces the workload on live agents, allowing them...

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### Voiceprint

> A voice print in a contact centre is a unique and digitised representation of an individual's vocal characteristics and patterns, which are used for voice authentication and verification purposes.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-voiceprint-in-a-contact-centre/

Voiceprint in a contact centre is a unique and digitised representation of an individual's vocal characteristics and patterns, which are used for voice authentication and verification purposes. 

KNOWLEDGE BASEContact Centre VoiceprintWhat is a voiceprint in a contact centre? Voiceprints in contact centres are typically used for authentication and security.  Voiceprints capture the distinct vocal attributes that make each person's voice singular, including factors such as pitch, tone, and even dialect. When customers interact with the contact centre, they can automatically enrol in the system by reciting scripted phrases or narratives. The system then creates a voiceprint that serves as a secure identifier. This helps prevent unauthorised access and enhances the overall security of customer accounts. Voiceprints play a crucial role in streamlining customer service interactions. Once a customer's voiceprint is on record, it can be used for authentication during their interactions with the contact centre. The Interactive Voice Response (IVR) system facilitates this authentication process. Customers can quickly and securely verify their identity without the need for traditional verification methods, such as PINs or security questions. This expedites the customer service process, reduces call handling times, and enhances the overall efficiency of the contact centre. Once authenticated via voiceprint, customers have the option to either self-serve within the IVR system or speak directly with a live agent. Voiceprints, with their ability to provide secure authentication and streamline interactions, are becoming an increasingly important tool in contact centres. They enhance security, improve efficiency, and contribute to a more seamless and personalised customer service experience. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading...

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### Workflow

> A contact centre workflow refers to the set of processes, steps, and procedures that dictate how customer interactions are handled within a contact centre.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-workflow/

A contact centre workflow refers to the set of processes, steps, and procedures that dictate how customer interactions are handled within a contact centre. 

KNOWLEDGE BASEContact Centre WorkflowWhat is a contact centre workflow? A workflow is a structured sequence of steps that a task or product follows before reaching completion, often represented visually as a flowchart. Businesses aim to optimise workflows by introducing automation and alerts to maintain compliance. A contact centre workflow is used to reduce labour costs and enhance efficiency. It involves automating tasks such as gathering basic customer data through IVR, streamlining post-call activities, and minimising manual data entry. Automation also alerts managers to issues, freeing up their time for agent collaboration. Examples of automated contact centre workflows include sending post-call customer satisfaction surveys via email, automating email subject line review and routing, and integrating ACDs with workforce management for intraday adjustments. As artificial intelligence usage expands, contact centres are poised to unlock innovative automation opportunities, further improving workflow efficiency. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal...

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### Workflow Management

> Workflow management in a contact centre refers to the design, automation, and monitoring of processes and tasks that agents and systems follow to handle customer interactions and efficiently manage operations.

- Published: 2023-10-21
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workflow-management-in-a-contact-centre/

Workflow management in a contact centre refers to the systematic design, automation, and monitoring of processes and tasks that agents and systems follow to handle customer interactions and efficiently manage operations.

KNOWLEDGE BASEContact Centre Workflow ManagementWhat is workflow management in a contact centre? Workflow management in a contact centre environment refers to the structured design, automation, and oversight of processes and tasks related to customer interactions and service delivery. It is a systematic approach to ensuring that each customer interaction is handled efficiently and effectively, from the moment a contact is initiated until it is successfully resolved. The key functions of contact centre workflow management: Process DesignContact centres design specific workflows or processes for different types of interactions, whether they are incoming calls, emails, chat sessions, or other forms of communication. Each process clearly outlines the steps and actions agents should follow to resolve issues and meet customer needs. Process AutomationWorkflow management often involves the automation of routine and repetitive tasks. For example, it can automate data entry, information retrieval, call routing, and follow-up procedures.  Skills Based RoutingContact centres use workflow management to determine how customer interactions are directed to the most suitable agents or teams. This may involve skills-based routing, ensuring that inquiries are assigned to agents with the appropriate expertise. Task PrioritisationWorkflow management systems prioritise tasks based on urgency, complexity, and other factors to ensure that critical issues are addressed promptly. Data IntegrationWorkflow management integrates with various data sources and CRM systems to provide agents with relevant customer information and history during interactions to help them deliver a personalised service. Case ManagementFor more complex issues, workflow management may involve case management. It allows agents to handle intricate customer cases through a structured process that includes data collection,...

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### Workforce Engagement

> Workforce engagement in a contact centre refers to the strategies, practices, and tools used to effectively manage and motivate the workforce of call centre agents and employees.

- Published: 2023-10-20
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-engagement-in-a-contact-centre/

Workforce engagement in a contact centre refers to the strategies, practices, and tools used to effectively manage and motivate the workforce of call centre agents and employees. 

KNOWLEDGE BASEContact Centre Workforce Management (WEM)What is workforce engagement in a contact centre? Workforce Engagement (WEM) is a comprehensive strategy aimed at boosting agent engagement within contact centres. It encompasses a range of activities, including agent recruitment, onboarding, training, scheduling, development, motivation, and more. In terms of software capabilities, WEM includes tools like workforce management, quality management, call recording, and performance management.  Traditionally, these activities and software tools fell under the umbrella of Workforce Optimisation (WFO). However, the contact centre industry has shifted its focus from merely optimising labour productivity and managing costs, as was the primary goal of WFO, to a more employee-centric approach aimed at engaging agents throughout their entire employment journey placing a stronger emphasis on performance and quality management. It is widely acknowledged that agent engagement significantly impacts the customer experience, leading to a consensus within the industry that enhancing agent work experiences benefits both agents and customers.   The combination of already high turnover rates, evolving agent demographics, and the propensity of younger generations to change jobs more frequently than previous generations has created considerable retention challenges. High turnover not only affects the customer experience but also has a direct impact on the contact centre's financial performance. While implementing a WEM strategy may initially appear challenging, modern technology can simplify and enhance agent engagement efforts, making them more efficient and sustainable.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre...

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### Workforce Engagement Management (WEM)

> Workforce Engagement Management (WEM) is a comprehensive approach to managing and optimising the performance and productivity of a contact centre's workforce, which includes call centre agents, supervisors and support staff.

- Published: 2023-10-20
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/workforce-engagement-management-in-a-contact-centre/

Workforce Engagement Management (WEM) is a comprehensive approach to managing and optimising the performance and productivity of a contact centre's workforce, which includes call centre agents, supervisors, and support staff. 

KNOWLEDGE BASEContact Centre Workforce Engagement ManagementWhat are WFM in a contact centre? Workforce Engagement Management (WEM) is a comprehensive suite of contact centre software applications strategically crafted to enhance agent engagement throughout the entire employment journey.  This is achieved by automating a spectrum of tasks, ranging from scheduling and performance management to quality assessment and beyond. In the contemporary business landscape, where organisations vie for superior customer experience (CX), WEM has gained paramount significance. The term Workforce Engagement Management typically encompasses a spectrum of software functionalities that encompass:Recruitment and Onboarding: Streamlining the recruitment and onboarding processes to ensure a smooth transition for new agents as they join the contact centre team. Evaluation and Improvement: Monitoring agent performance and providing tools for continuous improvement, which is vital for maintaining service quality and efficiency. Time Management: Efficiently managing agent schedules and time allocation, ensuring that the right agents are available when needed. Assistance and Task Management: Providing assistance and task management tools to guide agents in their daily activities and responsibilities. Metrics and Recognition: Leveraging key metrics and recognition programs to evaluate agent performance, acknowledge achievements, and motivate agents to excel. Voice of the Employee: Offering a platform for agents to express their feedback, insights, and concerns, promoting a culture of open communication and collaboration. The most effective WEM tools are designed with agents in mind and promote engagement through various means, including flexible scheduling, ongoing professional development opportunities, transparent data access, and other features that enhance agent commitment to organisational goals. Engaged agents are more likely to go the extra mile...

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### Workforce Planning

> Workforce planning in a contact centre is the strategic process of aligning the staffing and scheduling of employees, particularly call centre agents, with the anticipated demand for customer interactions.

- Published: 2023-10-20
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-planning-in-a-contact-centre/

Workforce planning in a contact centre is the strategic process of aligning the staffing and scheduling of employees, particularly call centre agents, with the anticipated demand for customer interactions. 

KNOWLEDGE BASEWorkforce Planning in a Contact CentreWhat is workforce planning in a contact centre? Workforce planning in a contact centre involves a multifaceted approach to managing staffing and resources to ensure that customer service operates efficiently and effectively. This process encompasses several key components:Forecasting WorkloadsWorkforce planners carefully analyse historical data and take various factors into account to predict future workloads or contact volumes. This includes studying past call patterns, identifying seasonal trends, assessing the impact of marketing initiatives, and other variables that may influence customer interaction levels. Scheduling AgentsOnce the anticipated workloads are forecasted, workforce planners meticulously craft agent schedules to meet these demands. They determine the number of agents needed during specific times, days, or seasons, taking into consideration factors like break times, holidays, and agent shift preferences. Agent Skills and TrainingPlanners consider the skills and competencies required to handle different types of customer interactions. They ensure that agents are adequately trained to meet these requirements, which may include technical training, in-depth product knowledge, or soft skills such as effective communication and problem-solving. Performance MetricsKey performance indicators (KPIs) are essential tools to evaluate agent productivity and customer satisfaction. These metrics guide decision-making and help optimise staffing levels and schedules to meet performance goals. Adherence and ComplianceVigilant monitoring of agent adherence to schedules and compliance with contact centre policies are a critical part of workforce planning. This ensures that agents are available when needed and that they consistently follow operational guidelines and best practices. FlexibilityEffective planning allows for flexibility to adapt to unforeseen changes in customer...

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### Workload Management

> Workload management in a contact centre involves the processes and strategies used to efficiently distribute and handle the incoming workload of customer interactions eg, calls, emails, chats, and other channels.

- Published: 2023-10-20
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workload-management-in-a-contact-centre/

Workload management in a contact centre involves the processes and strategies used to efficiently distribute and handle the incoming workload of customer interactions, such as phone calls, emails, chats, and other communication channels. The goal of workload management is to ensure that customer inquiries are addressed promptly and effectively while optimising the Utilisation of available resources, including call centre agents and support staff.

KNOWLEDGE BASEWorkload Management in a Contact CentreWhat is workload management in a contact centre? Workload management in a contact centre is a multifaceted process that encompasses various essential functions. It revolves around three main components: allocation, monitoring, and reporting of customer interactions, which can range from phone calls to emails and other forms of communication, along with the related tasks that support these interactions. A workload management process is closely connected with workforce management. Workforce management teams play a pivotal role in forecasting expected workloads, often referred to as contact volumes, and subsequently determining the necessary staffing levels and agent schedules. Their aim is to optimise the allocation of resources to ensure that customer interactions are handled efficiently and effectively. Beyond the strategic aspects of forecasting and scheduling, workload management extends to tactical considerations. It involves ensuring that customer inquiries and requests are routed to the most appropriate agents who possess the relevant skills and expertise to provide the best assistance. Techniques like skills-based routing are commonly employed to achieve this. Workload management addresses the real-time dynamics within the contact centre. It is vital to prevent agent teams from becoming overwhelmed by surges in workload. A well-structured and agile workload management strategy is essential to maintain the integrity and efficiency of contact centre operations. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are...

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### UCaaS (Unified Comms as a Service)

> UCaaS stands for Unified Communications as a Service. It is a cloud-based service that provides organisations with a comprehensive set of communication tools over the internet.

- Published: 2023-10-19
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ucaas-in-a-contact-centre/

UCaaS stands for Unified Communications as a Service. It is a cloud-based service model that provides businesses and organisations with a comprehensive set of communication and collaboration tools over the internet. 

KNOWLEDGE BASEUCaaS in a Contact CentreWhat is UCaaS? Unified Comms as a Service (UCaaS) is a communications solution that operates in the cloud that is efficient, secure and collaborative. By combining UCaaS with contact centre software, a comprehensive communication solution is formed, enhancing both agent and customer interactions.  UCaaS software not only displays the SME's availability but also facilitates agent-to-SME messaging. This capability can significantly improve first call resolution rates, as agents can access guidance while still engaged with the caller. UCaaS BenefitsUCaaS benefits include cost savings, disaster recovery, and improved productivity, making it suitable for businesses of all sizes.  Key components include Voice over IP (VoIP) for cost-effective internet-based calling, Video Conferencing for virtual meetings, Instant Messaging for quick communication, Unified Messaging for simplified message management, and File Sharing for real-time collaboration. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise...

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### Workforce Optimisation

> Workforce optimisation (WFO) in a contact centre is set of integrated processes, tools and tech aimed at improving the efficiency, productivity, and overall performance of the call centre's workforce.

- Published: 2023-10-19
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-optimisation-in-a-contact-centre/

Workforce Optimisation (WFO) - 
Workforce optimisation (WFO) in a call centre is a strategic approach and set of integrated processes, tools, and technologies aimed at improving the efficiency, productivity, and overall performance of the call centre's workforce. It focuses on enhancing the customer service experience, increasing operational effectiveness, and aligning the workforce with the organisations's goals and objectives. 

KNOWLEDGE BASEContact Centre Workforce Optimisation (WFO)What is workforce optimisation in a contact centre? Workforce optimisation is a strategic process aimed at maximising the efficiency and quality of a contact centre's agent team. Achieved through training, support, monitoring, motivation, and scheduling, workforce optimisation recognises that agents play a pivotal role in shaping the customer experience. The goal is to manage and develop agents effectively, ensuring they deliver peak performance. Contact centre workforce optimisation plays a large part in customer experience strategy that modernises call centre technologies and platforms by integrating digital channels, such as web, social media, and mobile. By analysing all customer interactions, organisations can derive insights to coach their employees and streamline workflows, ultimately improving the quality of customer experience. Contact centre workforce optimisation is often powered by several technology solutions, including:Workforce ManagementWorkforce management software forecasts staffing needs and efficiently schedules agents to meet customer demand while minimising labour costs. Quality MonitoringTools record interactions, assess quality, offer agent coaching, and provide reporting on quality and development. Immediate access to quality scores and agent self-evaluations enhances engagement and responsibility. Performance ManagementSystems furnish real-time and historical dashboards for agents and executives, offering visibility into performance against KPIs. Gamification and social collaboration features are often included. RecordingCall and screen recording capture audio and agent screens during interactions, providing insights into agent processes and supporting coaching efforts. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the...

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### Workforce Management

> Workforce Management (WFM) is a set of processes and tools used by organisations to optimise their workforce's productivity and efficiency. It involves activities such as planning, scheduling, staffing, and monitoring the workforce.

- Published: 2023-10-19
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-workforce-management-in-a-contact-centre/

Workforce management (WFM) is a set of processes and tools used to optimise their workforce's productivity and efficiency. 

KNOWLEDGE BASEContact Centre Workforce Management (WFM)What is workforce management in a contact centre? Workforce Management (WFM) is a vital process and toolset used by organisations to optimise workforce efficiency and productivity. It encompasses tasks like staffing, scheduling, forecasting, and employee management, ensuring that the right personnel with the necessary skills are available when needed. WFM is especially critical in industries with fluctuating workloads, such as call centres, retail, healthcare, and hospitality. One of its core functions involves forecasting future workforce needs based on historical data and factors like average handle time, shrinkage, and turnover. This forecast informs scheduling, which aligns agents with predicted requirements while considering agent availability, skills, adherence, and more. WFM is an ongoing process, with schedules and forecasts frequently revised to accommodate changing variables like volume fluctuations or increased handle times. The ultimate goal is to have the right number of skilled agents at the right place and time, minimising costly overstaffing and optimising operations. Modern WFM relies on advanced technology to automate these tasks, making them more efficient, accurate, and flexible. It enables organisations to create intelligent forecasts, conduct what-if analyses, and make real-time schedule adjustments with ease, streamlining and enhancing contact centre operations. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and...

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### Text to Speech (TTS)

> Contact centre IVR systems use Text To Speech TTS to provide customers with information or to confirm what callers have entered into the IVR.

- Published: 2023-10-19
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-text-to-speech-in-a-contact-centre/

TTS, or Text-to-Speech, functionality in a call centre refers to the technology that converts written text into spoken language, allowing automated systems and virtual agents to communicate verbally with customers over the phone.

KNOWLEDGE BASEContact Centre Text To Speech (TTS)What is Text to Speech in a contact centre? Text-to-Speech (TTS) in a contact centre refers to the technology and capability to convert text-based information, such as customer enquiries or responses stored as text, into spoken words. This technology is used to automate the process of reading text aloud, allowing for a more natural and efficient interaction between customers and contact centre agents or automated systems. Text-to-Speech (TTS) technology plays a crucial role in contact centres, offering various applications to enhance customer interactions and operational efficiency.  TTS reduces agent workload and boost efficiencyTTS contributes to the optimisation of contact centre operations by reducing agent workload. For routine and repetitive tasks, TTS automates the reading of textual information, enabling agents to dedicate their time and expertise to more complex and value-added tasks. TTS used with IVR systemsOne prominent use of TTS is within Automated Interactive Voice Response (IVR) Systems. In this context, IVR systems leverage TTS to convert menu options, prompts, and informational messages into spoken language, facilitating customer engagement and responses when they interact with the IVR. TTS makes it easier to understand written dataAnother valuable application of TTS is in the realm of reading customer information. Often, customer data resides as text in databases. TTS can be employed to vocalise this information, streamlining accessibility and communication of pertinent details between agents and customers during interactions. TTS benefits the customer and agentTTS extends its utility to the generation of automated notifications and alerts within contact centres. For instance, TTS can...

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### LiveChat

> Livechat is an online tool for users to instantly talk to agents through text, you can easily integrate Livechat with an omni-channel contact centre.

- Published: 2023-10-13
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-livechat-in-a-contact-centre/

Livechat is an online tool for users to instantly talk to agents through text, you can integrate Livechat with an omni-channel contact centre.

KNOWLEDGE BASEContact Centre Live ChatWhat is livechat in a contact centre? Live chat is a real-time communication tool integrated into websites or within applications that enables users to engage with a representatives through text-based messages. It enables users to seek assistance, ask questions, or provide feedback instantly.  Integrating and managing live chat is possible with an omnichannel contact centre solution. Contact centres with integrated live chat enables customers to reach an available contact centre agent without calling or waiting for an email response.  The benefits of live chat within omnichannel contact centre Centralised Customer DataAn omnichannel contact centre aims to provide a seamless and consistent customer experience across multiple communication channels, such as phone, email, social media, and chat. Live chat can be integrated into the contact centre's customer relationship management (CRM) or contact centre software, where all customer data and interactions are centralised. Cross-Channel VisibilityWhen a customer interacts with the contact centre via live chat, the information from that chat session is captured and stored within the CRM or contact centre platform. This ensures that agents have access to the full context of the customer's interaction history, regardless of the channel the customer used previously. Agent CollaborationLive chat integration allows agents to collaborate effectively with colleagues who may be handling other channels. For example, if a customer initiates a chat conversation but later switches to a phone call or sends an email, the agent handling the chat can transfer the interaction seamlessly to another agent or channel while preserving the conversation history. Consistent ResponsesIntegration ensures that agents...

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### Interactive Voice Response IVR

> Interactive Voice Response (IVR) is an automated telephony system that enables interaction between callers and a computerised voice system through the use of voice or touch-tone keypad inputs.

- Published: 2023-10-13
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-interactive-voice-response-ivr/

Interactive Voice Response (IVR) is an automated telephony system that enables interaction between callers and a computerised voice system through the use of voice or touch-tone keypad inputs.

KNOWLEDGE BASEInteractive Voice Response (IVR)What is an IVR? Interactive Voice Response (IVR) is a technology that facilitates automated interactions between computer systems and callers through voice and touch-tone inputs. IVR systems, commonly used in call and contact centres, handle routine tasks without human intervention. Key components of an IVR solution include voice recognition, touch-tone input, pre-recorded messages, and database integration. The benefits of IVR in a contact centreCost SavingsIVR reduces labor and operational costs by automating routine inquiries, minimising the need for human agents. EfficiencyIVR efficiently handles multiple calls simultaneously and routes them to the appropriate department, reducing wait times and improving customer satisfaction. Standardised InformationIVR delivers consistent and accurate information to all callers, ensuring a trustworthy brand image. Call RoutingIVR intelligently directs calls based on caller input, reducing transfer delays and increasing customer service efficiency. Data-DrivenIVR collects and validates caller information, enhancing the efficiency of customer interactions. Task AutomationRoutine tasks like balance inquiries are automated, freeing agents for more complex inquiries. ScalabilityIVR easily handles increased call volumes during peak periods, maintaining consistent service levels. Reduced Wait TimesIVR minimises caller wait times, improving the overall customer experience. Customer ExperienceIVR provides quick access to information and self-service options, enhancing customer satisfaction. Seamless IntegrationIVR integrates with other service channels, ensuring a unified and efficient omnichannel experience.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach...

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### Call Recording

> With call recording, the conversation between a customer and an agent in a contact centre is recorded so that it can be stored, retrieved and evaluated, according to business needs.

- Published: 2023-10-13
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-call-recording/

Call recording involves the capture of audio and screen activity during phone calls. This process records and stores conversations between customers and agents, allowing for retrieval and evaluation as per business requirements. When combined with screen recording, call recording software also captures the sequence of screens accessed by the agent, including any data input.

KNOWLEDGE BASEContact Centre Call RecordingWhat is contact centre call recording? Contact centre call recording refers to the practice of recording and storing audio or video recordings of telephone or other communication interactions between agents and customers within a contact centre. This technology is used to capture and archive conversations that take place between agents and customers during inbound or outbound calls, as well as other forms of communication such as chats, emails, and video calls, depending on the contact centre's capabilities. The benefits of call recording in a call centreQuality AssuranceCall recording allows contact centre supervisors and quality assurance teams to review interactions between agents and customers to assess the quality of service provided. They can evaluate factors like agent performance, adherence to scripts and guidelines, and customer satisfaction. Training and CoachingRecorded calls serve as valuable training resources. Contact centre managers can use these recordings for agent coaching and training purposes, helping agents improve their communication skills, handle difficult situations, and better meet customer needs. ComplianceIn some industries, there are legal requirements or regulations (e. g. , in healthcare or finance) that mandate the recording and retention of customer interactions for compliance purposes. Call recording helps organisations adhere to these regulations. Dispute ResolutionIn case of disputes or misunderstandings between agents and customers, call recordings can serve as objective evidence to resolve conflicts and verify the details of past conversations. Customer InsightsAnalysing recorded calls can provide valuable insights into customer behaviour, preferences, and pain points. Contact centres can use this data to enhance customer service strategies and improve the...

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### Contact Centre as a Service (CCaaS)

> CCaaS stands for Contact Centre as a Service. It is a cloud-based solution that provides organisations with the technology and tools needed to operate and manage their contact centre operations over the internet.

- Published: 2023-10-13
- Modified: 2024-11-13
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-as-a-service-ccaas/

CCaaS stands for Contact Centre as a Service. It is a cloud-based solution that provides organisations with the technology and tools needed to operate and manage their contact centre operations over the internet. CCaaS platforms offer a wide range of features and capabilities for handling customer interactions, such as phone calls, emails, chats, and more.

KNOWLEDGE BASEContact Centre as a Service (CCaaS)What is contact centre as a service? Contact Centre as a Service (CCaaS) is a customer experience solution that enables businesses to efficiently route inbound customer interactions to call centre agents. CCaaS platforms are cloud based and are highly customisable and scalable enabling businesses to adapt the solution to their evolving needs over time. Contact Center as a Service solutions offer several advantages. They provide agility through easy integrations and scalability, allowing businesses to adapt quickly to changing conditions. Clients benefit from continuous access to innovation, ensuring access to cutting-edge technology. CCaaS enhances the customer experience by enabling seamless omnichannel service and superior self-service.  Key features of CCaaS Solutions:Automatic Contact Distributor (ACD)A skills-based routing engine that manages a universal queue for various communication channels (messaging, social, voice, AI chatbots). It assigns interactions to agents based on their skills to ensure optimal customer experiences. Interactive Voice Response (IVR)An interactive menu that enables callers to select the type of assistance they need, facilitating self-service for basic issues. Integration with ACD enhances efficiency by sharing data between systems. Outbound Software/Predictive DiallerAllows contact centres to handle both inbound and outbound interactions. Modern predictive diallers improve connect rates and eliminate pauses in outbound communication. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre...

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### Automatic Call Distribution (ACD)

> ACD is know as automatic call distribution. Its a system within a contact centre that automatically receives incoming calls and distributes them to an available agent.

- Published: 2023-10-13
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-automatic-call-distribution-acd/

Automated Call Distribution (ACD) is a telecommunications technology that is deployed in contact centres to direct incoming calls to the most suited agent.

KNOWLEDGE BASEAutomatic Call Distribution What is automatic call distribution in a contact centre? Automated Call Distribution (ACD) is a telecommunications technology that is deployed in contact centres to direct incoming calls to the most suited agent or resource, based on predefined criteria.  ACD systems are purpose-built to optimise the management of incoming calls, reduce customer wait times, and elevate the overall quality of customer service by ensuring that each caller is promptly connected to the appropriate individual or department. One of the fundamental components of ACD systems is Call Routing. These systems employ diverse routing strategies to determine the most effective way to distribute incoming calls. This distribution can depend on several factors, such as the options chosen by the caller in an Interactive Voice Response (IVR) menu, the availability and skill sets of contact centre agents, the caller's phone number, or any other specific criteria preset by the organisation. Agent Availability is another critical element of ACD technology. ACD software continuously monitors the status and availability of agents within the contact centre. When an incoming call is received, the system identifies which agents are both available and possess the necessary skills to handle the call efficiently, ensuring that the customer is directed to a qualified agent.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to...

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### Escalation

> An escalation in a contact centre refers to the process of transferring a customer's enquiry or issue to a higher level of support or management.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-escalation/

A contact centre escalation refers to the process of transferring a customer contact, such as a phone call or chat, to a supervisor or a more experienced agent.

KNOWLEDGE BASEContact Centre EscalationWhat is an escalation in a contact centre? A contact centre escalation refers to the process of transferring a customer contact, such as a phone call or chat, to a supervisor or a more experienced agent. This typically occurs when the original agent is unable to address the customer's issue due to a lack of knowledge or authorisation, or when the customer insists on speaking with a higher-level representative. During their initial training, agents receive foundational knowledge, but as they gain experience, they encounter more complex or unusual issues. It's common for a new agent to encounter a problem they cannot resolve on their own.  When they have exhausted available resources, such as a knowledge base, they may choose to escalate the enquiry. Additionally, certain company policies, such as refund procedures, may require agents to escalate the interaction to another team of agents for further processing. To provide a positive customer experience, businesses aim to minimise escalations, as transfers can be frustrating for customers and increase their effort to resolve an issue. This can lead to a negative perception of the business. To reduce escalations, contact centres should establish a clear and well-communicated escalation management process. Adequate agent training and on-floor support are also essential. Businesses should periodically review and reassess policies that contribute to the frequency of escalations. While it may not be possible to entirely eliminate escalations, businesses can effectively manage their impact on customers with the right strategies in place.   Speak to a consultant We are accredited partners with...

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### Wallboard

> A call centre wallboard, often referred to as a dashboard is a visual information display system used in contact centres to provide real-time metrics related to call centre operations.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-wallboard/

A call centre wallboard, often referred to as a dashboard is used in contact centres to provide real-time metrics related to call centre operations. It is typically displayed on large screens or monitors prominently placed within the call centre, making it visible to both call centre agents and supervisors.

KNOWLEDGE BASEContact Centre WallboardsWhat are contact centre wallboards? A centre wallboard is a visual monitoring tool used by customer support managers to track and display real-time performance data of their centre operations. It provides an immediate overview of critical metrics, such as the number of active calls, average wait times and the total count of agents currently available. This real-time information serves as a valuable resource for centre managers, enabling them to make informed decisions about workflow priorities. It is particularly beneficial for both inbound and outbound centre operations, assisting in the monitoring of activities, setting achievable performance goals, and optimising employee performance. Centre wallboards often come with built-in functionality and are designed for immediate use. They are also highly customisable, allowing supervisors to tailor the displayed analytics to focus on the most essential metrics for their specific operational needs. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise...

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### Net Promoter Score

> Net Promoter Score is a metric that measures customer loyalty and satisfaction with an organisations. It is commonly measured in contact centres.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-net-promoter-score/

Net Promoter Score is a metric that measures customer loyalty and satisfaction with an organisations. It is commonly measured in contact centres.

KNOWLEDGE BASEContact Centre Net Promoter ScoreWhat is a contact centre Net Promoter Score? Net Promoter Score (NPS), a crucial metric in assessing customer loyalty and predicting churn, gauges customer perception of a brand's impact on revenue growth or decline. NPS typically relies on a single question: "How likely is it that you will recommend to friends or family? " Customers respond on a scale from 0 (not likely) to 10 (extremely likely). The NPS is calculated by subtracting the percentage of 0-6 responses from the percentage of 9-10 responses. For example, if 20% of customers answer 9 or 10, and 15% answer with 0-6, the NPS is 5. A higher score, approaching 100, is favourable, while scores nearing -100 signal a need for immediate action. Customers fall into three segments based on scores:Promoters (9-10): They buy more from the brand, refer friends and family, and contribute to revenue growth. Passives (7-8): Satisfied but indifferent, they could be swayed by a compelling competitor offer. Detractors (0-6): They hold negative views about the brand and may share their opinions with others. While NPS is a valuable metric to measure, it lacks insight into the "why" behind scores. Contact centres often supplement NPS surveys with additional questions, including open-ended ones, for a more comprehensive understanding of their performance.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who...

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### Contact Centre

> A contact centre is a centralised department within an organisations that handles a wide range of customer interactions and enquiries through various communication channels.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre/

A contact centre is a centralised department within an organisations that handles a wide range of customer interactions and enquiries through various communication channels.

KNOWLEDGE BASEWhat is a Contact CentreWhat is a contact centre? A contact centre also referred to as a call centre or customer service centre, is a centralised hub or department within a company that specialises in managing and facilitating communication between the organisation and its customers.  Contact centres handle customer enquiries, resolve issues, provide information as well as managing various interactions through a variety of communication channels.  Contact Centres can be either physical locations within an organisation or can be outsourced, depending on the company's needs and technological capabilities. What does a contact centre do?  Customer Interaction Hub: Contact centres are designed to be a focal point for all customer interactions. They act as a bridge between the company and its customers, facilitating communication through a range of channels, including telephone, email, live chat, social media, messaging apps, and more.  Trained Customer Service Agents: Within a contact centre, a team of customer service agents are employed. These agents undergo training to become proficient in handling customer enquiries, resolving issues, providing product or service information as well as delivering exceptional customer experiences. Multichannel or Omnichannel Support: Modern contact centres offer multichannel or omnichannel support. In a multichannel setup, agents are assigned to specific communication channels, such as phone, email, or chat, while an omnichannel contact centre allows agents to manage interactions across multiple channels simultaneously. This flexibility ensures that customers can seamlessly transition between channels, maintaining continuity in their conversations. Automation and Technology: Contact centres leverage technology and software solutions to enhance efficiency and customer service. This includes Automatic...

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### Touchpoint

> A customer touchpoint within a call or contact centre refers to any interaction or point of contact between a customer and the call centre.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-touchpoint/

A customer touchpoint within a call centre refers to any interaction or point of contact between a customer and the call centre. These touchpoints can occur through various channels, and they are crucial for providing customer support, resolving issues, gathering feedback, and maintaining customer relationships. 

KNOWLEDGE BASEContact Centre TouchpointWhat is a contact centre touchpoint? In the context of a contact centre, a touchpoint refers to any interaction or point of contact between a customer or client and the contact centre, whether it's with an agent, an automated system, or any other aspect of the contact centre's operations. These touchpoints can occur through various communication channels, including phone calls, email, live chat, social media, and more. Each contact centre touchpoint represents an opportunity for the customer to engage with the organisation, seek assistance, make enquiries, or conduct business. These interactions can be initiated by the customer or triggered by the contact centre's outreach, such as automated notifications or follow-up calls. The quality and effectiveness of these touchpoints greatly influence the overall customer experience and satisfaction.  Effective management of touchpoints often involves extensive training of contact centre agents, implementing technology solutions like Interactive Voice Response (IVR) systems, and monitoring customer interactions to maintain a high level of service quality and consistency. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services...

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### Prompts

> A contact centre prompt refers to a pre-recorded audio message or script that is played to callers or customers during their interactions with a contact centre.

- Published: 2023-10-11
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-prompts/

A contact centre prompt is a recorded or automated message that guides callers during interactions, often within interactive voice response (IVR) systems. 

KNOWLEDGE BASEContact Centre PromptsWhat are contact centre prompts? In a contact centre, a prompt is a recorded or automated message that guides callers during interactions, often within interactive voice response (IVR) systems.  IVR systems serve as the initial point of contact in many call centres, welcoming callers and verbally presenting available menu options. These spoken menu choices are referred to as prompts. Callers can interact with prompts by either pressing buttons on their phone's keypad or providing a verbal response. These prompts play a pivotal role in enhancing the overall caller experience by serving various critical functions:Menu NavigationContact centre prompts offer callers menu options, enabling them to select the appropriate department or service using phone keys or voice commands. Information DeliveryThey convey essential information such as business hours, location details, or special announcements relevant to the caller's enquiry. Call RoutingPrompts aid in routing calls to the right department or agent based on caller selections, ensuring efficient handling and reducing transfer times. AuthenticationFor security, in the finance or insurance industry, prompts may request specific information like account numbers or PINs to verify the caller's identity. Greeting and On-Hold MessagesPrompts set a welcoming tone when calls are answered and keep callers informed or entertained while waiting on hold. Voice Self-ServicePrompts enable voice self-service, allowing callers to perform tasks like checking balances or scheduling appointments without speaking to an agent. ComplianceIn regulated industries, prompts provide legal disclosures or obtain consent from callers to ensure compliance with relevant laws. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary ...

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### Abandoned Calls

> Abandoned calls in a contact centre are when a contact waits but hangs up before transfer or when the predictive dialler ends a call because the system or agent couldn't connect.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-abandoned-calls-in-a-contact-centre/

Abandoned calls in a contact centre are when a contact waits but hangs up before transfer or when the predictive dialler ends a call because the system or agent couldn't connect.

KNOWLEDGE BASEAbandoned Calls in a Contact CentreWhat are abandoned calls in a contact centre? An abandoned call in a contact centre happens when a caller hangs up or disconnects the call before speaking with a live agent or completing their intended interaction with the contact centre's automated systems.   This can occur for various reasons, such as long wait times, frustration with the IVR (Interactive Voice Response) system, or changing priorities on the caller's end. Abandoned calls are important metrics for contact centres to monitor because they can indicate various issues, including service level, customer satisfaction and operational efficiency. High rates of abandoned calls   High rates of abandoned calls may suggest that the contact centre is not meeting its service level agreements (SLAs) in terms of answering calls within a certain timeframe. Frequent call abandonment can be a sign of customer dissatisfaction with the contact centre's performance. It can also highlight inefficiencies in the contact centre's call handling processes, prompting the need for improvements in staffing or technology. How to manage abandoned calls To mitigate and effectively manage abandoned calls, contact centres often implement strategies such as reducing wait times, improving IVR systems, optimising staffing levels, and providing better training for agents. The goal is to minimise abandoned calls and provide a better customer experience for callers. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We...

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### Contact Centre Outsourcing

> An outsourced call centre is a third party that provides customer support, sales, and other call centre services on behalf of another organisations.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-outsourcing/

An outsourced call centre is a call or contact centre that provides customer support, sales, and other call centre services on behalf of another organisations. 

KNOWLEDGE BASEContact Centre OutsourcingWhat are contact centre outsourcing? Outsourced call centres are a strategic approach many organisations adopt where they outsource their entire call or contact centre to a specialist third party. One of the primary reasons of outsourcing a call centre is the ability for organisations to tap into the expertise and specialised infrastructure offered by the service provider. Outsourced contact centre providers are well-equipped with state-of-the-art specialist contact centre technology, a trained workforce, and established processes that facilitate seamless call handling. This specialist expertise allows the outsourcing company to benefit from best practices without the burden and cost of developing and maintaining these resources in-house and the scope of services provided by an outsourced call centre can be extensive.  Outsourced contact centre services These typically include inbound customer support, where agents handle enquiries, resolve issues, and provide assistance to customers via phone, email, or chat.   They also can include outbound services that  encompass telemarketing, lead generation, market research, and customer follow-ups. These capabilities extend to multiple communication channels, aligning with the diverse preferences of modern consumers. Efficiency is a cornerstone of outsourcing call centres. These centres are well-versed in workforce optimisation, ensuring that there are sufficient agents available during peak call times and reducing staffing levels during periods of lower demand. This flexibility enables cost savings and ensures that customer enquiries are addressed promptly. Data security and compliance are paramount in call centre operations, particularly when dealing with sensitive customer information. Reputable outsourcing call centres invest in robust security measures and adhere to industry-specific regulations and...

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### Capacity Planning

> Capacity planning is a strategic process used by contact centres to ensure that they have the right amount of resources, including personnel, equipment, and infrastructure, to meet current and future demands efficiently and effectively.

- Published: 2023-10-11
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-capacity-planning-in-a-contact-centre/

Capacity planning is a strategic process used by organisations to ensure that their contact centre has the right amount of resources, including personnel, equipment, and infrastructure, to meet current and future demands efficiently and effectively. 

KNOWLEDGE BASECapacity Planning in a Contact CentreWhat is capacity planning in a contact centre? Capacity planning within a contact centre is a strategic organisational process that plays a pivotal role in maintaining the delicate balance between resources and demand. It determines how many workforce resources an organisation needs today, tomorrow and in the future. This multi-faceted practice extends across diverse sectors commonly encompassing call and contact centres, manufacturing, information technology, infrastructure and service industries. Capacity planning enables leaders to find the optimal combination of employees, considering their skills, abilities, and preferences, to precisely match customer demand at all times. Capacity planning operates at different levels1. Job LevelEnsures that the right agents are assigned to the appropriate roles at the correct times. 2. Company LevelGuarantees that the organisation maintains an ideal balance in staffing, avoiding both under and overstaffing. 3. Strategic LevelIdentifies workforce disparities between the present and the future (spanning two to five years), taking necessary actions to secure the desired quantity, quality, cost, and adaptability of personnel as the company progresses. Key Components of Capacity PlanningResource AssessmentAt the heart of capacity planning lies the comprehensive evaluation of an organisation's resources. This encompasses human resources, technology, physical infrastructure, and other essential assets. In the context of a call centre, it entails assessing the number of available agents, their skill sets, and the technological tools in place. Demand ForecastingCapacity planning hinges on accurate demand forecasting. Analysing historical data, market trends, and seasonality patterns helps organisations anticipate future service requirements. In a call centre, this translates to estimating call volumes,...

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### Caller

> In the context of a contact centres, a caller refers to an individual who initiates an inbound call to the contact centre. Contact centres enable the caller to help themselves through a self-service process or via a live agent.

- Published: 2023-10-10
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-caller/

A caller is an individual or entity that initiates an outgoing telephone call to another person or organisations. 

KNOWLEDGE BASEContact Centre CallerWhat is a contact centre caller? In the context of a contact centres, a caller refers to an individual who initiates an inbound call to the contact centre. The primary objective of a contact centre is to determine the most suitable method to assist the caller based on their specific needs. Sometimes, this involves enabling the caller to help themselves through a self-service process, while in other instances, it entails connecting them with a live agent.  The choices may involve interacting with an interactive voice response (IVR) system for self-service tasks, or the caller may prefer to engage with a human agent.  For agent-assisted calls, many contact centres strive to match each caller with the most appropriate agent by considering factors related to both the caller and the agent. This approach aims to enhance customer satisfaction and elevate the overall customer experience. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition...

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### Call Volume

> Call volume is a measure of how many inbound calls are coming into a contact centre at any given point of time.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-call-volumes/

Call volume in a contact centre refers to the number of incoming calls received over a specific period. It's a crucial metric that influences staffing decisions and scheduling. 

KNOWLEDGE BASEContact Centre Call VolumesWhat are contact centre call volumes? Call volume serves as a quantitative measure of the number of incoming and outgoing calls that a call centre or communication system handles during a specific period, usually assessed hourly, daily, or monthly. This metric is pivotal in understanding the workload and activity level within a contact centre, as well as the demand for customer service and support via phone channels. Key aspects and implications of call volume variability    Resource Allocation By analysing historical call patterns and peaks, call centres can determine when they need more agents available to handle high call volumes, ensuring customers receive timely assistance. Staffing Optimisation Accurate call volume forecasting helps determine how many agents are required during different times of the day or week, reducing overstaffing during lulls and understaffing during surges. Service Level Agreements (SLAs) Meeting SLAs is crucial for customer satisfaction. Call volume data assists in setting realistic response time goals and ensuring that customers' needs are met within the expected timeframes. Technology Investments Organisations can use call volume data to justify investments in technology, such as Interactive Voice Response (IVR) systems or chatbots, to reduce the burden on human agents. Customer Satisfaction Effective management of call volume contributes to shorter wait times and quicker issue resolution, enhancing the overall customer experience.   Performance Metrics Call volume data is often integrated into various performance metrics, such as Average Handle Time (AHT) and Service Level (SL), providing a comprehensive view of call handling efficiency... .

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### Call Time

> Call time is the duration a caller spends with a contact centre agent. It typically includes both talk and hold time.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-call-time/

Contact centre call time, often referred to as call duration or handle time is the total amount of time a customer interaction, typically a phone call, lasts from the moment the call is initiated until it is concluded. It includes all the time spent by the customer and the contact centre agent during the call.

KNOWLEDGE BASEContact Centre Call TimeWhat is contact centre call time? Contact centre call time, often referred to as call duration or handle time is the total amount of time a customer interaction, typically a phone call, lasts from the moment the call is initiated until it is concluded. It includes all the time spent by the customer and the contact centre agent during the call. Contact centre call time components Talk Time: This is the portion of the call during which the customer and agent are actively engaged in conversation. It includes the time spent discussing the customer's enquiry or issue, asking and answering questions, and providing assistance or information. Hold Time: If the customer is placed on hold or transferred to another department or agent during the call, the time spent waiting on hold is also included in the call duration. Hold time can have a significant impact on the overall customer experience. After-Call Work (ACW): After the call ends, agents often need to perform various tasks related to the interaction, such as documenting the call in the system, updating customer records, or scheduling follow-up actions. The time spent on these post-call activities is part of the call time. Wrap-Up Time: This is similar to ACW but may refer to the time spent by the agent summarising the call, preparing for the next interaction, or completing any necessary paperwork. Wrap-up time is also often included in the total call duration. Agent Assist can overcome this delay. Speak to a consultant We are accredited partners with...

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### Call Recorder

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- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-recorder/

A call recorder is contact centre technology that records the contents of phone calls and can also capture what is shown on agent screens.

KNOWLEDGE BASECall Recorders in Contact CentresWhat are contact centre call recorders? Call recording technology, also known as call recording software, is a fundamental tool in contact centres that records phone conversations and can additionally capture agent screen activities.   The benefits of contact centre call recorders   Quality Management - Enhancing Agent Performance Call recorders are a linchpin in quality management within contact centres. By meticulously recording and analysing calls, quality analysts can provide constructive feedback to agents. This process isn't just about evaluation; it's about empowering agents to improve. When agents receive insights from their interactions, they can refine their skills, adhere to established standards, and ultimately deliver a higher-quality customer experience which leads to greater customer satisfaction, increased loyalty and retention. Dispute Resolution - Legal and Ethical Safeguard Call recorders also a safeguard in dispute resolution. In cases where disagreements arise between customers and organisations, these recordings serve as impartial evidence of what transpired during phone interactions. They help maintain transparency and accountability, ensuring that disputes are handled fairly and ethically. Moreover, when organisations know that interactions are being recorded, it can discourage unethical or inappropriate behaviour during calls. Training - Shaping Exceptional Service Call recordings play a pivotal role in agent training and development. They serve as practical, real role play examples for both new and experienced agents. By listening to actual calls, trainees can gain valuable insights into effective communication, issue resolution, and best practices. This hands-on approach to learning equips agents with the skills and confidence needed...

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### Call Queues

> A call queue is a feature used in call centres and customer service operations to manage and organise incoming phone calls.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-call-queues/

A call queue is a feature used in call centres and customer service operations to manage and organise incoming phone calls. Call queues are designed to ensure that customers do not experience long wait times and that calls are handled efficiently.

KNOWLEDGE BASEContact Centre Call QueuesWhat are contact centre call queues? Call queues are fundamental in call and contact centres acting as virtual waiting areas for incoming calls. Their primary role is to organise and hold calls until an appropriate agent becomes available, ensuring efficient call management and preventing prolonged wait times for customers. Key components of call queues include prioritisation based on criteria like urgency or customer value, continuous monitoring to avoid extended waits, providing estimated wait times to manage customer expectations, overflow mechanisms for when queues become overwhelmed, customised greetings or messages, and routing logic to direct calls to the most suitable agents. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre requirement? Get in touch

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### Call Distribution

> Call distribution is a fundamental component of call centre technology and operations. it refers to the process of directing incoming calls to the most appropriate agent or resource within a call centre.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-distribution-in-a-contact-centre/

Call Distribution or Automatic Call Distribution (ACD), is a vital component of call centre operations. It directs incoming calls to the most appropriate agent based on predetermined criteria

KNOWLEDGE BASECall Distribution in Contact CentresWhat is call distribution in a contact centre? Call Distribution, also known as Call Routing or Automatic Call Distribution (ACD), is a vital component of call centre operations. It serves the crucial role of directing incoming calls to the most appropriate agent or resource based on predetermined criteria. The primary goal is to ensure that customer enquiries are efficiently handled by connecting calls to the right department or person, ultimately enhancing customer experience. Key components of call distribution encompass intricate routing logic, skill-based routing, queue management, prioritisation, overflow handling, and robust reporting and analytics. Routing logic involves sophisticated algorithms that consider factors like caller input, agent skills, enquiry nature, and available resources.  Skill-based routing directs calls to agents with specific expertise, such as technical enquiries to agents with technical knowledge. Queue management maintains order in busy periods, with features like hold music and wait time estimates keeping callers engaged. Prioritisation allows premium customers or urgent enquiries to receive priority service, while overflow mechanisms manage excessive call volumes. The significance of call distribution is multifold. It contributes to enhanced customer experiences by swiftly connecting callers with the right agents, leading to shorter wait times and accurate resolutions.  Call distribution can also be tailored for personalisation, routing callers to agents familiar with their history or preferences. Moreover, it ensures scalability, adapting to fluctuating call volumes for consistent service levels during peak periods. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can...

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### Call Centre

> A call centre is a department within an organisations that handles incoming and/or outgoing telephone calls, assisting with customer support and sales.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-inbound-and-outbound/

A call centre is a department within an organisations that handles incoming and/or outgoing telephone calls, assisting with customer support and sales.

KNOWLEDGE BASECall Centre - Inbound and OutboundWhat is a call centre? A call centre, often referred to as a contact centre, is an operational hub within an organisation that is designed to manage and facilitate a significant influx of incoming (inbound) calls relating to customer service and support or outgoing (outbound) telephone calls typically relating to sales or customer call backs. Call centres are the primary interface between an organisation and its customers, playing a multifaceted role that encompasses a wide array of functions and responsibilities. Whether it's delivering exceptional customer support, driving sales and marketing efforts, addressing enquiries, or providing technical assistance, call centres are where these interactions are orchestrated, managed, and optimised.  What is an inbound call centre? An inbound call centre is primarily focused on handling incoming calls initiated by customers or clients. These calls may stem from various sources, help desks, product support hotlines, and general enquiries. Inbound call centres are designed to address customer needs promptly, provide assistance, resolve issues, and ensure a high level of customer satisfaction.  Inbound call centre agents serve as the frontline representatives of the organisation, possessing in-depth knowledge of products, services, and procedures to deliver informed and effective responses to customer queries. What is an outbound call centre? In contrast, an outbound call centre primarily initiates outgoing calls to external parties, such as customers, leads, prospects, or survey participants. Outbound call centres typically undertake sales, marketing, lead generation, and market research based activities. Agents in outbound call centres proactively reach out to individuals or organisations, engaging in...

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### Call Centre Workforce Planning

> Call Centre Workforce Planning ensures call centres have the right number of agents with the appropriate skills available to handle customer interactions efficiently and effectively.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-workforce-planning/

Call Centre Workforce Planning ensures the right number of skilled agents are available and forecasted to meet call volumes.

KNOWLEDGE BASECall Centre Workforce PlanningWhat is call centre workforce planning? Call centre workforce planning is a strategic process to ensure call centres have the right number of agents with the appropriate skills available to handle customer interactions efficiently and effectively.  Workforce planning involves forecasting call volumes, scheduling agents, and optimising staffing levels to meet service level targets and customer service goals.  It revolves around the careful management of human resources to ensure that the right number of agents with the necessary skills are available to handle customer interactions proficiently. This process encompasses several key elements. Workforce Planning begins with forecasting call volumes, drawing on historical data and external factors to predict future demand accurately. Once call volumes are projected, the next step involves agent scheduling, where shifts, breaks, and days off are assigned to agents to match the anticipated call patterns. Efficient resource allocation ensures that resources, including agent time and skills, are utilised effectively, minimising idle time and maximising productivity. By aligning staffing levels with forecasted call volumes, call centres can consistently meet or exceed service level targets, providing customers with minimal wait times.  Cost savings are another valuable outcome of Workforce Planning, achieved through optimised staffing, reduced idle time, and prevention of overtime and overstaffing.    Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact...

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### Call Centre Workforce Optimisation

> Call centre workforce optimisation (WFO) encompasses various tools, processes, and tech to align call centre agents with business objectives and customer service goals

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-workforce-optimisation/

Call centre workforce optimisation (WFO) encompasses various tools, processes, and technologies to align the call centre's workforce with business objectives and customer service goals

KNOWLEDGE BASECall Centre Workforce OptimisationWhat is call centre workforce optimisation? Call Centre Workforce Optimisation (WFO) is a multifaceted strategy that plays a pivotal role in ensuring the seamless operation of call centres while delivering high levels of customer service. It leverages an array of tools, methodologies, and technologies to create an optimal synergy between operational efficiency, agent productivity and customer satisfaction.  Key components of call centre workforce optimisationWorkforce Management (WFM): WFM software is a cornerstone of WFO, enabling call centres to efficiently schedule and manage agent workloads. It forecasts call volumes, schedules agents, and tracks adherence to schedules to ensure optimal staffing levels during peak call times. Quality Management (QM): QM tools facilitate the monitoring, evaluation, and improvement of agent performance. Supervisors use these tools to assess call quality, identify coaching opportunities, and maintain service excellence. Performance Analytics: Robust reporting and analytics capabilities provide insights into key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and customer satisfaction scores. These insights guide decision-making and continuous improvement efforts. Call Recording and Monitoring: WFO encompasses the recording and monitoring of calls for compliance, training, and quality assurance purposes. These recorded interactions offer a wealth of data for performance evaluation. Agent Training and Development: WFO initiatives prioritise ongoing training and development for call centre agents. It ensures that agents have the necessary skills, knowledge, and resources to excel in their roles. Speech Analytics: Advanced speech analytics tools analyse recorded calls to detect keywords, sentiment, and trends. This helps in uncovering customer insights and refining processes. Desktop...

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### Call Centre Software

> Call centre software refers to a set of specialiSed applications and tools designed to facilitate and streamline the operations of a call centre or contact centre.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-software/

Call centre software streamlines operations, aiding agents and supervisors in managing customer interactions and performance monitoring.

KNOWLEDGE BASECall Centre SoftwareWhat is call centre software? Call centre software is the foundation of modern call centre operations, offering a comprehensive suite of applications and tools designed to enhance efficiency, customer service, and overall performance. It empowers call centre agents, supervisors, and managers to navigate customer interactions seamlessly and enhance the overall performance of the contact centre. Key features of call centre software Automatic Call Distribution (ACD): Efficiently routes incoming calls to the most suitable agent based on factors like skill set, availability, and customer profile. Interactive Voice Response (IVR): Allows callers to navigate through automated prompts to reach the appropriate department or agent, reducing wait times. Call Monitoring and Recording: Enables supervisors to monitor live calls and listen to recorded conversations for quality assurance and training. Agent Performance Metrics: Provides real-time and historical data on agent performance, including metrics like Average Handle Time (AHT) and customer satisfaction scores. Multi-Channel Support: Extends beyond voice calls to include email, chat, social media, and SMS, allowing agents to provide consistent service. CRM Integration: Integrates with Customer Relationship Management (CRM) systems to access customer profiles and enhance personalisation. Reporting and Analytics: Generates reports and analytics to track KPIs, service levels, and make data-driven decisions. Workforce Management: Assists in scheduling and forecasting to optimise resource utilisation. Scripting and Knowledge Base: Equips agents with predefined scripts and a knowledge base for accurate customer interactions. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the...

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### Call Centre Reporting

> Call centre reporting collects, analyses and presents data and performance metrics related to the operations, activities and outcomes of a call centre.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-reporting/

Call centre reporting is the backbone of informed decision-making and continuous improvement within call centre operations.

KNOWLEDGE BASECall Centre ReportingWhat is call centre reporting? Call centre reporting is the backbone of informed decision-making and continuous improvement within call centre operations. It encompasses a systematic process of collecting, analysing, and presenting an array of data and performance metrics that offer invaluable insights into the call centre's activities and outcomes. Contact centre reporting metricsHere are some example contact centre reporting metrics. Average Handle Time (AHT): The average time it takes to resolve a customer enquiry. First Call Resolution (FCR): The percentage of customer issues resolved during the initial contact. Service Level: The percentage of calls answered within a predefined time frame. Customer Satisfaction (CSAT): Feedback from customers about the service recieved. Abandonment Rate: The percentage of callers who hang up before reaching an agent. Agent Utilisation: The percentage of time agents spend actively handling calls. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise...

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### Call Centre Management

> Call Centre Management is the process of overseeing and leading the operations and personnel within a call centre or contact centre environment.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-management/

Call Centre Management is a pivotal function responsible for overseeing and guiding the operations and personnel within a call centre or contact centre environment.

KNOWLEDGE BASECall Centre ManagementWhat is call centre management? Call Centre Management is a pivotal function responsible for overseeing and guiding the operations and personnel within a call centre or contact centre environment. Effective management ensures that the centre operates efficiently, consistently delivers high-quality customer service, meets predefined performance goals, and aligns seamlessly with the overarching objectives of the organisation. Call Centre Management is a critical function responsible for overseeing and guiding the operations and staff within a call or contact centre. It ensures operational efficiency, high-quality customer service, goal achievement, and alignment with the organisation's goals. Key responsibilities include operational oversight, workforce management, team leadership, and performance management. Operational oversight involves tasks like scheduling, call routing, resource allocation, and providing necessary tools and technologies for effective customer inquiry handling. Managing a diverse team of agents includes recruitment, training, coaching, performance evaluations, and addressing personnel issues to maintain a skilled and motivated workforce. Performance management focuses on establishing and optimising key metrics and KPIs such as Average Handle Time, First Call Resolution, and customer satisfaction scores. Integrating technology is crucial, requiring managers to stay updated with advancements and implement tools like CRM systems and ACD software for improved efficiency and service. Strategic planning ensures alignment with the organisation's broader objectives. Call centre managers must plan carefully to ensure the centre contributes positively to the company's mission. Challenges include agent attrition, balancing efficiency with customer satisfaction, and adapting to new technologies while ensuring data security and compliance. Speak to a consultant We are accredited partners with Related...

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### Call Centre CRM

> Call Centre CRM refers to software that provides call centre employees with access to customer data and interaction information to enhance and personalise the customer experience.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-crm-software/

Call Centre CRM is technology that grants agents access to customer data for personalised experiences by integrating with call centre systems and databases.

KNOWLEDGE BASECall Centre CRM softwareWhat is call centre CRM software? Call Centre Customer Relationship Management (CRM) is a pivotal technology within contemporary call centres, serving as a linchpin for optimising customer interactions and cultivating robust customer relationships. This suite of software solutions and tools is meticulously designed to empower call centre agents with the insights and data essential for elevating the customer experience to new heights. One of the core functionalities of Call Centre CRM is its capacity to provide immediate access to a wealth of customer information. Agents can swiftly retrieve contact details, purchase history, past interactions, preferences, and more, allowing them to tailor their responses and recommendations to each customer's unique needs. Seamless integration with existing call centre systems and databases is another hallmark of Call Centre CRM. This integration ensures real-time synchronisation of customer data, providing agents with an up-to-date, holistic perspective of each customer during interactions. This holistic view is further enriched by the creation of a 360-degree customer profile, aggregating all pertinent customer information into a unified interface, eliminating the need for agents to navigate through multiple systems. CRM ensures a consistent and standardised approach to customer interactions, regardless of which agent handles a call. This consistency, coupled with accurate and up-to-date customer data, reduces errors and misunderstandings during interactions. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated...

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### Call Centre Coaching

> Call centre coaching provide call centre agents with feedback, performance assessments and best-practice tips to improve efficiency.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-coaching/

Call centre coaching is a quality management practice within a call centre environment aimed at enhancing the skills, performance, and effectiveness of call centre agents. It involves providing agents with structured feedback, guidance, training, and support to help them improve their capabilities and meet performance targets. 

KNOWLEDGE BASECall Centre CoachingWhat is call centre coaching? Call centre coaching is a quality management practice within a call centre environment aimed at enhancing the skills, performance, and effectiveness of call centre agents. It involves providing agents with structured feedback, guidance, training, and support to help them improve their capabilities and meet performance targets.  This coaching fosters a culture of improvement and empowers agents to deliver exceptional customer service. What are the benefits of call centre coaching? The benefits of call centre coaching are numerous, including enhanced agent performance, consistency in service delivery, improved agent motivation, reduced errors and escalations, higher customer satisfaction, and increased talent retention. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre requirement? Get in touch

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### Call Centre Agent Utilisation

> Call centre agent utilisation measures how effectively an agent uses their time and resources to handle customer interactions and tasks.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-agent-utilisation/

Call centre agent utilisation assesses an agent's productivity relative to their capacity, offering insights into efficiency, distinguishing it from agent occupancy, which centres on active interaction time.

KNOWLEDGE BASECall Centre Agent UtilisationWhat is call centre agent utilisation? Call centre agent utilisation is a critical workforce management metric that measures an agent's productivity compared to their capacity. It also provides valuable insights into call centre efficiency. It differs from agent occupancy, which focuses on the time agents spend actively handling interactions. Measuring agent utilisation can be complex because it considers various activities beyond calls, including meetings, breaks, and more. The formula to calculate it varies but typically involves dividing time spent on calls by total available time. What are the benefits of tracking call centre agent utilisation? By tracking agent utilisation, organisations benefit from improved productivity, overall contact centre efficiency as well as preventing agent burnout.   Effectively managing cost-effectiveness and agent satisfaction is a fine balance but by measuring agent utilisation, you can proactively identify potential issues and optimise operations before they become an issue. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition...

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### Call Centre Agent Software

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- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-call-centre-agent-software/

Call centre agent software is a software tool that empowers call centre agents to deliver exceptional customer service and streamline their interactions effectively.


KNOWLEDGE BASECall Centre Agent SoftwareWhat is call centre agent software? Call centre agent software is a software tool that empowers call centre agents to deliver exceptional customer service and streamline their interactions effectively. This specialised software, commonly referred to as agent desktop software or agent workspace software, serves as the centralised place where agents undertake their daily duties, harnessing an array of functionalities to enhance customer experiences and operational efficiency. Key Features of Call Centre Agent SoftwareUnified Agent Desktop: Call centre agent software offers a centralised and unified desktop interface that aggregates a wide spectrum of information and tools. Agents can access customer data, interaction history, knowledge bases, scripts, and communication channels from a single interface, reducing the need to switch between disparate applications. Customer Information Access: Agents have immediate access to customer profiles, enabling them to view previous interactions, preferences, purchase history, and relevant details. This empowers agents to personalise interactions and address customer needs more effectively. Multi-Channel Support: In today's omnichannel environment, call centre agent software accommodates various communication channels, including voice calls, emails, chats, social media, and messaging apps. Agents can seamlessly switch between channels to provide consistent support. Call Routing and Queuing: The software incorporates intelligent call routing and queuing algorithms to ensure that calls are directed to the most appropriate agent based on factors such as skills, availability, and customer priority. Scripts and Guided Workflows: For standardised interactions, call centre agent software offers scripting capabilities that guide agents through predefined workflows and responses. This helps maintain consistency in communication. Real-Time Monitoring: Supervisors and...

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### Call Centre Agent Scorecard

> A Call Centre Agent Scorecard is a composite framework comprising a diverse set of Key Performance Indicators (KPIs) and metrics about the agent.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-agent-scorecard/

A Call Centre Agent Scorecard is a tool in call centres for measuring and tracking the performance of individual agents.

KNOWLEDGE BASECall Centre Agent ScorecardsWhat are call centre agent scorecards? A call centre agent scorecard enables supervisors to gauge and continually monitor the performance of individual call centre agents. What is measured on a call centre agents scorecard? Call Resolution: The scorecard evaluates an agent's ability to resolve customer issues promptly and effectively. Metrics in this category assess the percentage of issues resolved during the initial call, as well as the need for follow-up or escalation. Customer Satisfaction: The level of customer satisfaction is a pivotal metric, often measured through post-interaction surveys or customer feedback. It provides insights into the agent's ability to meet customer needs and expectations. Call Handling Time: Efficiency is a cornerstone of call centre operations. Metrics related to call handling time assess an agent's ability to provide timely support while ensuring that interactions do not linger unnecessarily, optimising resource utilisation. Adherence to Scripts and Procedures: In scenarios where scripts or predefined procedures are employed, adherence to these guidelines is paramount. The scorecard assesses an agent's compliance with scripts and procedures to maintain consistency and compliance. First Call Resolution (FCR): FCR is a critical KPI that measures the percentage of customer inquiries or issues resolved during the initial call, without the need for follow-up interactions. A high FCR rate is indicative of efficient service. Average Handle Time (AHT): AHT measures the average duration an agent spends on a call, encompassing both talk time and after-call work. It helps assess an agent's efficiency in managing interactions. Call Abandonment Rate: This metric examines the percentage of calls that...

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### Business Process Outsourcing (BPO)

> Many businesses choose to outsource their contact centre as part of their business process outsourcing strategy.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-business-process-outsourcing/

Business Process Outsourcing is when an organisation chooses to outsource a process to a third party. Contact centres are often outsourced.

KNOWLEDGE BASEWhat is BPO? What is contact centre business process outsourcing? Business Process Outsourcing (BPO) is where a company contracts with external organisations to handle specific business functions, either in their front or back office. These could be their contact centre, IT function, HR function, Billing or Customer Service team.   Contact centres widely adopt BPO services to avoid high staffing costs, complex management, fluctuating call volumes, and the need for around-the-clock specialised customer service expertise.   BPO service providers are experts in the processes they support and within the contact centre industry there are various BPO providers where diverse agreements can be arranged. An organisation may entrust all their call volume to the outsourcer, effectively closing their internal call centre. Alternatively, they might send overflow calls to the BPO contractor to supplement their in-house team during peak periods. Businesses can also allocate specific call types, such as sales calls, to the BPO partner while handling service calls internally. The benefits of Business Process Outsourcing 1. Boost Efficiency BPO providers possess the experience and infrastructure to streamline contact centre operations, resulting in faster response times and improved customer satisfaction. 2. Cut Costs Outsourcing contact centre functions can significantly reduce operational expenses as BPOs often handle staffing, training, and infrastructure costs. 3. Drive Growth BPOs offer flexibility in scaling contact centre operations without incurring additional overhead costs. 4. Access Expertise BPO providers bring domain-specific knowledge, enabling them to effectively manage customer interactions across various channels. 5. Focus on Core Business Outsourcing contact centre functions allows companies...

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### BPO Services

> Business Process Outsourcing (BPO) services include call centre, HR, accounting, payroll, customer service, marketing and IT.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-business-process-outsourcing-services/

Business Process Outsourcing services or BPO services are a strategic approach where businesses engage with third-party service providers to delegate and manage specific non-core functions or processes.

KNOWLEDGE BASEBusiness Process Outsourcing ServicesWhat are Business Process Outsourcing (BPO) Services? Business Process Outsourcing services or BPO services are a strategic approach where businesses engage with third-party service providers to delegate and manage specific non-core functions or processes. This can encompass various tasks, from customer service to back-office operations. BPO aims to cut costs, streamline processes, and let companies focus on their core activities while skilled experts adeptly oversee and execute the outsourced tasks. BPO providers can be located domestically or abroad, offering services like customer support, data entry, contact centre, HR, IT services as well as payroll. These provides can be located offshore, many onshore BPO providers also exist across the UK and Europe offering competitive rates and proximity advantages. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution...

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### Blended Agent

> A blended agent works in a contact centre and handles customer contacts in multiple channels or both inbound and outbound calls.

- Published: 2023-10-09
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-blended-agent/

A Blended Agent refers to a customer service representative who is capable of handling both inbound and outbound customer interactions. These interactions can involve various communication channels, such as phone calls, emails, chat messages, and more. 

KNOWLEDGE BASEContact Centre Blended AgentWhat is a contact centre blended agent? A blended agent, in the context of a contact centre or customer service operation, refers to a customer service representative who is capable of handling both inbound and outbound customer interactions. These interactions can involve various communication channels, such as phone calls, emails, chat messages, and more. What tasks does a blended agent undertake?  Multichannel Proficiency: Blended agents are adept at harnessing a wide array of communication channels. They possess the skills and knowledge required to engage with customers through phone calls, responding to inbound inquiries or making outbound calls for proactive service. They are equally proficient in handling written communication, such as emails or chat messages, offering customers flexibility in how they choose to interact. Inbound Expertise: In the inbound capacity, blended agents serve as the first point of contact for customers seeking assistance or information. They excel in active listening, problem-solving, and providing timely and accurate responses to customer inquiries. Inbound interactions may encompass troubleshooting, order processing, issue resolution, and general assistance. Outbound Initiatives: Beyond handling inbound inquiries, blended agents are instrumental in proactive outreach to customers. This includes tasks such as customer follow-ups, conducting surveys, soliciting feedback, and executing marketing or sales campaigns. Outbound interactions are often aimed at nurturing customer relationships, driving sales, or gauging customer satisfaction. Customer Relationship Management: Blended agents play a pivotal role in customer relationship management. They have the ability to maintain and nurture customer relationships, whether by addressing concerns raised during inbound interactions or by fostering...

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### Barge In

> Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-barge-in/

Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary.

KNOWLEDGE BASEContact Centre Barge-InWhat is a barge-in? Barge-in a term entrenched in the realm of voice technology and Interactive Voice Response (IVR) systems, especially contact centres.  Barge-in within a contact centre setup allows a supervisor to listen live to agent calls and barge-in if necessary. Applications that enable barge-in can also allow supervisors to whisper to agents without the customer hearing. Sometimes this is useful in training or as a precursor to a barge-in.  This feature is useful when customers request a supervisor or when agents need assistance with a customer's query.  However, barge-ins can easily confuse callers, so we recommend that clear protocols for when and how barge-in is used are established across the organisation.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your contact centre...

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### Back Office

> A call centre back office encompasses behind-the-scenes functions and processes that are not directly involved in customer interactions over the phone.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-back-office/

A call centre back office encompasses behind-the-scenes functions and processes that are not directly involved in customer interactions over the phone.

KNOWLEDGE BASECall Centre Back OfficeWhat is a call centre back office? A call centre back office encompasses behind the scenes functions and processes that are not directly involved in customer interactions over the phone. This functional area stands in direct contrast to the front office, which comprises call centre agents and customer service representatives who are actively engaged in handling both inbound and outbound calls and who directly interact with customers to address their enquiries, concerns, and requests. The back office serves as the backbone of the operation, providing essential support and performing critical functions that are vital to the overall efficiency and effectiveness of the contact centre. (See also back office optimisation). Back office functions within a contact centre environment Administrative Tasks: The back office is often responsible for administrative duties that are essential for the smooth running of the contact centre. This includes tasks such as data entry, record-keeping, and document management. Agents in the back office may be responsible for inputting customer information into databases, updating records, and ensuring data accuracy. Processing and Fulfilment: Many customer interactions result in specific actions or processes that need to be executed behind the scenes. This could involve processing orders, handling returns, managing billing inquiries, or fulfilling customer requests. The back office is typically responsible for executing these tasks accurately and efficiently. Quality Assurance and Compliance: Ensuring that customer interactions adhere to quality standards and regulatory compliance is paramount. The back office may play a critical role in quality assurance by reviewing and auditing recorded customer interactions, assessing...

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### Back Office Optimisation

> Back-office optimisation streamlines and automates workforce tasks that occur in a contact centre, aligning back office functions with front office workflows.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-back-office-optimisation/

Back-office optimisation streamlines and automates workforce tasks that occur in a contact centre, aligning back office functions with front office workflows.

KNOWLEDGE BASEContact Centre Back Office OptimisationWhat is back office optimisation in a contact centre? Back Office Optimisation streamlines and automates workforce tasks that occur in a contact centre, aligning back office functions with front office workflows. It's a strategic and systematic approach aimed at refining and enhancing the myriad of operations and processes that unfold in the less-visible but equally critical domains within an organisation, commonly known as the "back office. " Back Office Optimisation helps organisations achieve operational excellence by bolstering efficiency, reducing costs, mitigating errors, and bolstering productivity within these essential but often overlooked areas. Back Office Optimisation benefits your customers and your contact centre agents and your bottom line. What types of back office optimisation an be achieved in a contact centre?  Process Refinement: At the core of Back Office Optimisation lies a meticulous examination of existing processes. This involves scrutinising workflows, identifying bottlenecks, and eliminating redundant or inefficient steps. Through process refinement, organisations can streamline operations, reduce complexities, and facilitate smoother task execution. Efficiency Enhancement: Enhancing efficiency is a primary goal of Back Office Optimisation. By implementing best practices, automation, and technology solutions, organisations can expedite tasks, accelerate decision-making, and optimise resource allocation. This translates into reduced operational costs and improved resource utilisation. Cost Reduction: Through the elimination of unnecessary processes, reduction of manual interventions, and the introduction of cost-effective technologies, organisations can realise substantial savings in their operational expenditures. Error Minimisation: The meticulous attention to detail inherent in Back Office Optimisation extends to error reduction. By introducing standardised procedures, automated checks, and quality assurance...

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### Average Hold Time (AHT)

> Average Hold Time (AHT) is a pivotal metric in call and contact centres. It measures the total time customers spend waiting.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-average-hold-time/

Average Hold Time (AHT) is a pivotal metric in call and contact centres. It measures the total time customers spend waiting.

KNOWLEDGE BASEAverage Hold Time in Contact CentresWhat is average hold time? Average Hold Time (AHT), often referred to as Average Hold or Hold Time, serves as a pivotal metric within the dynamic world of contact centres and customer service operations. This metric specifically focuses on quantifying the average duration that customers spend in a state of anticipation, typically while on hold or within a waiting queue, before they are successfully connected to a customer service agent or receive the assistance they seek.  Within a contact centre, AHT is a critical performance indicator that plays a central role in evaluating the operational efficiency and the quality of customer experiences. What are the benefits of measuring AHT in a contact centre? Here's an in-depth exploration of Average Hold Time (AHT) and its profound implications:Customer Waiting Period: AHT captures the precious minutes or seconds that customers invest while awaiting their turn to engage with a customer service agent. During this interval, customers may hear music, informational messages, or prompts, depending on the contact centre's hold system. Managing this waiting period effectively is essential to prevent customer frustration, call abandonment and to ensure customer satisfaction remains high. Operational Efficiency: Average Hold Time reflects the ability of the contact centre to promptly route incoming calls, allocate resources, and manage call volumes. A lower AHT often signifies streamlined operations and agile response to customer needs. Resource Allocation: AHT influences resource allocation strategies within the contact centre. By analysing AHT data, contact centre managers can determine staffing levels required during different times of...

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### Automation

> Automation within a contact centre refers to the use of technology and software tools to perform tasks and processes without direct human intervention.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-contact-centre-automation/

Automation within a contact centre refers to the use of technology and software tools to perform tasks and processes without direct human intervention. This automation is designed to streamline operations, improve efficiency, and enhance the customer experience 

KNOWLEDGE BASEContact Centre AutomationWhat is contact centre automation? Contact centre automation has endless amounts of benefits, from scalability, cost savings, to  boosting efficiencies and customer experience levels as well as agent satisfaction.  For instance, automatic speech recognition (ASR) has revolutionised customer interactions with interactive voice response (IVR) systems, empowering customers to engage in more self-service activities. Additionally, AI assist technology aids agents by providing suggestions for solutions and recommended responses while they engage with customers via phone or chat. How can contact centres benefit from automation?  The spectrum of automation possible within a cloud contact centre is extensive, spanning across various functions and activities.  Here are some examples of how automation can be used within a call centre:Call Routing and Distribution: Automated call routing systems employ algorithms to direct incoming calls to the most appropriate agent or department based on predefined criteria. This ensures that customers are swiftly connected to agents with the relevant skills or expertise. Interactive Voice Response (IVR) Systems: IVR systems enable customers to interact with a menu-driven interface using their phone's keypad or voice commands. Automation guides customers to the information or service they seek without agent intervention, reducing call handling times. Chatbots and Virtual Assistants: Chatbots and virtual assistants leverage artificial intelligence (AI) and natural language processing (NLP) to engage with customers via chat, email, or messaging platforms. They can handle routine enquiries, provide information, and perform basic tasks, freeing up agents for more complex interactions. Automated Outbound Communications: Contact centres employ automation to send outbound communications such as appointment reminders, follow-up surveys,...

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### Automatic Speech Recognition (ASI)

> Automatic speech recognition is technology used in call centres that enables a caller to interact with a computer application with their voice.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/automatic-speech-recognition-asi/

Automatic Speech Recognition (ASR), also known as Speech-to-Text (STT) technology, is a branch of artificial intelligence (AI) and natural language processing (NLP) that focuses on converting spoken language into written text. 

KNOWLEDGE BASEAutomatic Speech Recognition (ASR)What is Automatic Speech Recognition? Automatic Speech Recognition (ASR), also known as Speech-to-Text (STT) technology, is a branch of artificial intelligence (AI) and natural language processing (NLP) that focuses on converting spoken language into written text. Automatic speech recognition  technology enables voice interaction with computer applications, eliminating the need for manual data input via a keypad. For instance, ASR eliminates the requirement for callers to "press one" when contacting customer service by converting spoken words into text or computer commands. Within a contact centres you can integrate ASR with Interactive Voice Response (IVR) systems to enhance the customer experience. It allows callers to perform self-service tasks like checking account balances and verifying their identity before connecting with an agent. ASR is also invaluable for determining the purpose of the call and directing it to the appropriate agent. How does ASR work in a contact centre?   Automatic Speech Recognition is achieved through a multi-faceted process that combines sophisticated algorithms, statistical models, and machine learning techniques. Here is how a brief overview of how it works. Audio Input: ASR systems begin by receiving an audio input, typically in the form of spoken language captured through a microphone or telephone line. This audio signal serves as the raw data to be transformed. Acoustic Analysis: The ASR system performs an in-depth acoustic analysis of the audio input, dissecting it into smaller segments, such as phonemes or sound units. This analysis involves examining various aspects of sound, including pitch, intensity, and duration. Language Modelling: Concurrently, the ASR system employs...

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### Automatic Number Identification (ANI)

> Call centres using ANI services can significantly enhance the customer experience as calls can be directed to a team of agents specialised in that service.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/how-can-ani-be-used-in-contact-centres/

Call centres using ANI services can significantly enhance the customer experience as calls can be directed to a team of agents specialised in that service.

KNOWLEDGE BASEAutomatic Number Identification (ANI)How can ANI be used in contact centres? Call centres using automatic number identification ANI services can significantly enhance the customer experience as calls can be directed to a team of agents, receive personalised greetings, efficient call routing, location and service specific rules as well as segmentation. ANI can also be integrated with customer databases to route calls based on customer characteristics. This ensures that customers are directed to agents equipped to address their specific needs. And when combined with customer databases, ANI enables automatic retrieval of customer account information, allowing agents to promptly identify customers and offer personalised service. Consequently, agents can allocate more time to value-added tasks and less on data collection.    Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss...

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### Auto Dialler

> An auto dialler or dialler, is a tool used in call centres to automatically dial phone numbers and make outgoing calls without manual intervention from an agent.

- Published: 2023-10-09
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-an-auto-dialler/

An auto dialler or dialler, is a tool used in call centres to automatically dial phone numbers and make outgoing calls without manual intervention from an agent.

KNOWLEDGE BASEAuto DiallersWhat is an auto dialler in a contact centre? An auto dialler or dialler, is a tool used in call centres to automatically dial outbound phone numbers and make calls without manual intervention from an agent. This automation significantly enhances efficiency and productivity within the contact centre environment and enables more calls to be made. Auto diallers operate based on pre-defined lists of phone numbers, which are typically referred to as call lists or lead lists. These lists contain the phone numbers of individuals or entities that the contact centre intends to reach out to. The auto dialler then takes charge of dialling these numbers systematically, freeing agents from the repetitive task of manual dialling. What types of calls can auto diallers make? There are several modes or methods through which auto diallers can initiate calls, each catering to different operational needs, here are some examples. Predictive Dialling: In predictive dialling, the auto dialler employs algorithms to predict when an agent will become available to take the next call. It starts dialling multiple numbers simultaneously, ensuring that a live connection is established just as an agent is ready to speak with the customer. This method minimises agent idle time and maximises call centre efficiency. Power Dialling: Power dialling is a more controlled approach, where the auto dialler dials a single number at a time for each available agent. This allows agents to focus entirely on the call at hand and provides them with the opportunity to review relevant customer information before the call is connected. Preview Dialling:...

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### Applications

> A contact centre application streamlines and elevate the operations of a contact centre or call centre.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-applications/

A contact center application enhances efficiency by managing customer interactions across various channels and optimising agent performance and  processes.

KNOWLEDGE BASEContact Centre ApplicationsWhat are contact centre applications? A contact centre application streamlines and elevate the operations of a contact centre or call centre. These applications are indispensable tools that play a pivotal role in managing interactions with customers across a multitude of communication channels. They also serve as a means to optimise the performance of agents and the broader customer service process. Contact centre applications provide a comprehensive suite of features and functionalities tailored to the specific needs of contact centres. These applications serve as a central hub where customer interactions from diverse channels, including phone calls, emails, chats, social media, and more, are all seamlessly managed and tracked. What are the common contact centre applications? Modern contact centres rely on various applications to streamline their operations. Here are some examples: Automatic Call DistributionAutomatic Call Distribution (ACD) applications intelligently route incoming calls based on user-defined rules. Interactive Voice Response Interactive Voice Response (IVR) applications greet callers and enable self-service options. Workforce Management Workforce Management relies on advanced applications for staffing forecasts and optimising agent schedules. Predictive DiallersAgents also leverage multiple applications to enhance their efficiency. Predictive diallers connect outbound agents to leads, aiding in meeting sales targets.  CRM ApplicationsCustomer Relationship Management (CRM) applications provide caller details and historical interactions. Dashboard apps help agents monitor performance, while training applications support professional development. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy...

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### API

> Contact centre tools need to work together seamlessly to ensure a unified omnichannel customer experience. APIs enable this to happen.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-contact-centre-software-api/

Contact centre tools need to work together seamlessly to ensure a unified omnichannel customer experience. APIs enable this to happen.

KNOWLEDGE BASEContact Centre APIWhat is an API? An Application Programming Interface (API) is a set of defined rules, protocols, and tools that enable different software applications to communicate and collaborate effectively. APIs dictate how applications can request and exchange information or perform specific tasks, simplifying integration without the need to understand the internal workings of the software. They facilitate interoperability, modularity, scalability, and data security, serving as the foundation for modern software development and enabling applications to work together seamlessly. APIs also come with documentation to guide developers in their usage. Why are APIs important in contact centres? In contact centres, various software tools play important roles, from CRM systems to order entry platforms, IVRs, reporting software, and ACDs, among others. These tools often need to work together seamlessly to ensure a unified omnichannel customer experience. A key factor in achieving this seamless integration is the use of APIs (Application Programming Interfaces). Therefore, when choosing third-party software solutions, contact centres should prioritise those that offer APIs, as they facilitate the path to omnichannel success.   Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also...

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### Artificial Intelligence AI

> Artificial Intelligence (AI) has transformed the contact centre industry, offering a wide range of apps to enhance efficiency, customer service, and operational effectiveness.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/artificial-intelligence-in-contact-centres/

Artificial Intelligence (AI) has rapidly transformed the contact centre industry, offering a wide range of applications to enhance efficiency, customer service, and operational effectiveness. Here 

KNOWLEDGE BASEArtificial Intelligence in Contact CentresHow can AI be used within a contact centre? Artificial Intelligence (AI) has rapidly transformed the contact centre industry, offering a wide range of applications to enhance efficiency, customer service, and operational effectiveness. Here are some of the ways AI can be used within a call centre. Chatbots and Virtual AssistantsAI-powered chatbots can handle routine customer enquiries including troubleshooting common issues, processing transactions and basic administrative tasks. Virtual assistants offer 24/7 support on broader topics and help to reduce the workload of human agents. Automated Call RoutingAI can analyse incoming calls and use natural language processing (NLP) to determine the nature of the enquiry. It then routes calls to the most appropriate human agent or department, reducing wait times and improving customer satisfaction and overall experience. Voice RecognitionAI-driven speech recognition technology can transcribe and analyse customer-agent conversations in real-time. This helps in quality monitoring, compliance, and identifying opportunities for agent coaching and improvement. Predictive AnalyticsAI can analyse historical data to predict customer behaviour and preferences. Contact centres can use these insights to anticipate customer needs and offer proactive support or identify additional sales opportunities. Customer Sentiment AnalysisAI algorithms assess customer sentiment during customer interactions, identifying signs of dissatisfaction or frustration. This information can be used to escalate issues, trigger follow-up actions, or improve agent responses. Personalised Customer ExperiencesAI can access customer data to provide agents with a 360-degree view of the customer. This allows for more personalised interactions, as agents can access relevant and accurate information quickly. Automated Email ResponsesAI can read and...

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### AI Summary

> AI summary in a contact centre uses AI to create a brief summary of customer interactions, such as phone calls, chats, or emails.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ai-summary-in-contact-centres/

In a contact centre environment an AI summary is a powerful tool that leverages artificial intelligence and natural language processing technologies to distill complex customer interactions into concise and relevant insights. 

KNOWLEDGE BASEAI Summary What is an AI summary in a contact centre? In a contact centre environment, an AI summary is a powerful feature enhancement that leverages artificial intelligence (AI) and natural language processing (NLP) technologies to distil complex customer interactions into concise and relevant insights without a delay.   AI interaction summaries streamline the process of extracting essential information from each customer interaction, presenting it in a clear and easily accessible format for agents and supervisors. This efficiency-enhancing feature significantly contributes to a quicker response time, heightened agent productivity, and a dedicated approach to delivering outstanding customer experience. Using AI  and specific prompts to automate the extraction of vital details from lengthy transcripts or recordings, AI summaries eliminate the need for agents to manually sift through extensive communication records and eliminate the risk of making inaccurate notes. AI summaries enable agents to focus their efforts on addressing customer needs effectively and eliminate the time spent recapping call or interaction data. AI summaries offer valuable insights into customer trends and pain points in real time, aiding supervisors and managers in data-driven decision-making for process improvements and agent training.   The key benefits of AI Interaction Summary   Saves agent time It automatically generates accurate summaries of customer interactions, saving agents time. More calls can be answered With AI Interaction Summary, agents can quickly move on to assist the next caller without spending the time writing a call notes.   Better customer experience Agents can access accurate summaries of previous interactions enabling more meaningful and efficient...

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### AI for business

> AI for business refers to the application of artificial intelligence technologies and techniques to enhance and optimise various aspects of business operations.

- Published: 2023-10-09
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-ai-for-business/

AI for business refers to the application of artificial intelligence technologies and techniques to enhance and optimise various aspects of business operations.

KNOWLEDGE BASEAI for businessWhat is AI for business? AI for business in a contact centre environment refers to the application of artificial intelligence (AI) technologies and solutions to improve various aspects of contact centre operations and customer interactions. AI has the potential to enhance efficiency, productivity, and customer satisfaction in contact centres by automating tasks, providing valuable insights, and enabling more personalised and effective interactions. Here are some key ways AI is used in a contact centre:Chatbots and Virtual AssistantsAI-powered chatbots and virtual assistants can handle routine customer inquiries, such as frequently asked questions or simple problem-solving tasks. They provide immediate responses 24/7, reducing the workload on human agents and improving response times. Natural Language Processing (NLP)NLP technology enables AI systems to understand and interpret human language. This allows chatbots and virtual assistants to engage in more natural and context-aware conversations with customers, enhancing the overall customer experience. Speech AnalyticsAI-driven speech analytics tools analyse recorded call audio to extract valuable insights. They can identify customer sentiments, trends, and issues discussed during calls. This information helps businesses understand customer needs better and make data-driven decisions for improvement. Predictive AnalyticsAI can predict customer behaviour and preferences based on historical data and current interactions. This enables contact centres to proactively address customer needs and offer relevant solutions, ultimately increasing customer satisfaction and retention. Customer RoutingAI algorithms can intelligently route incoming calls to the most suitable agents based on various factors, such as skillset, language proficiency, and customer history. This ensures that customers are connected to agents who can...

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### Average Handling Time (AHT)

> Average Handle Time (AHT) measures the average amount of time it takes for a customer service agent to handle a customer interaction from start to finish.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-average-handling-time-aht/

Average Handle Time (AHT) gauges the time a customer service agent takes to complete a customer interaction, encompassing talk time and post-call work.

KNOWLEDGE BASEAverage Handling Time (AHT)What is average handling time (AHT)? Average Handle Time (AHT), a paramount metric in the realm of contact centres and customer service operations, provides a comprehensive overview of the efficiency and effectiveness of customer interactions. AHT serves as a key performance indicator (KPI) that quantifies the average duration required for a customer service agent to manage a customer interaction, encompassing the entire journey from its initiation to its conclusion. This metric comprises not only the time spent in direct conversation with the customer, known as "talk time," but also the additional moments dedicated to tasks after the call concludes, including documenting the interaction and conducting post-call activities, often referred to as "after-call work" or "wrap-up time. Here's a more detailed exploration of Average Handle Time and its significance:Talk TimeTalk time represents the period during which the customer service agent is actively engaged in conversing with the customer. It encompasses the duration in which the agent listens to the customer's inquiry, provides assistance, addresses concerns, and seeks resolutions. Efficient management of talk time is essential for promptly meeting customer needs while ensuring that interactions remain thorough and effective. After-Call Work (ACW) or Wrap-Up TimeAfter the customer interaction concludes, agents typically invest additional time in tasks that are crucial for maintaining accurate records, enhancing future customer interactions, and fulfilling organisational requirements. After-call work includes activities such as documenting the details of the interaction, updating customer records, initiating follow-up actions, and preparing for the next interaction. This phase contributes significantly to the overall...

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### Agent

> A call centre agent is a person who works in a contact centre that is responsible for handling incoming & outgoing customer calls.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-a-call-centre-agent/

A call centre agent is a person who works in a call centre and is responsible for handling incoming and outgoing customer calls. 

KNOWLEDGE BASECall Centre AgentWhat is a call centre agent? A call centre agent, also referred to as a customer service representative or call centre agent, is an integral part of a contact centre team. These professionals are tasked with the responsibility of managing a wide range of interactions between a business and its customers. While the initial definition focuses on handling phone calls, contact centre agents today engage with customers through various communication channels, including phone calls, emails, live chat, social media, and more. A call centre agents role to provide knowledgeable and courteous assistance to customers. Their roles extend beyond merely answering enquiries; they also involve problem-solving, conflict resolution, and ensuring that customers' needs are met efficiently. Agents are expected to adhere to company policies and guidelines, which may include following predefined scripts or workflows to ensure consistency in service delivery. In addition to providing immediate assistance, contact centre agents are often responsible for accurately documenting customer interactions and information in a database or Customer Relationship Management (CRM) system. This data serves as a valuable resource for future interactions, allowing agents to provide a more personalised and seamless customer experience. Contact centre agents can be found in various industries, including customer support, sales, technical support, collections, and more. Their roles and responsibilities may vary depending on the industry and the specific needs of the organisation. Regardless of the sector, contact centre agents play a pivotal role in shaping customers' perceptions of a company and are essential in fostering positive customer relationships. Their ability...

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### Agent Utilisation

> Agent Utilisation is a metric used in the context of contact centre to measure the efficiency and productivity of customer service agents.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-utilisation-in-a-contact-centre/

Agent Utilisation is a metric used in the context of contact centres and customer service operations to measure the efficiency and productivity of customer service agents. It represents the percentage of time that agents are actively engaged in handling customer interactions or performing work-related tasks compared to their total available work time.

KNOWLEDGE BASEAgent Utilisation in a Contact CentreWhat is agent utilisation in a contact centre? Agent Utilisation within a contact centre environment is a vital metric used to assess the efficiency and productivity of customer service agents. It provides a clear gauge of the extent to which agents are effectively using their available work time by measuring the percentage of time they actively dedicate to handling customer interactions or performing work-related tasks in relation to their total available work time. This metric is an important one to measure where optimising resource utilisation and maintaining service quality are paramount objectives. Agent Utilisation offers valuable insights into how effectively agents are managing their workload, ensuring that they maximise their availability for customer-related activities, without undue strain or overexertion. Agent Utilisation focuses on the balance between active work engagement and idle time during an agent's scheduled work shift. A high level of Agent Utilisation signifies that agents are consistently occupied with productive tasks, such as answering customer calls, responding to emails, or addressing inquiries via chat or other communication channels. This high level of engagement is typically indicative of efficient resource utilisation and suggests that agents are making the most of their working hours to serve customers and meet performance objectives. Conversely, a low Agent Utilisation rate may indicate several potential challenges within the contact centre. It could imply underutilisation of agent capacity, potentially leading to higher operational costs, as resources may not be efficiently deployed. On the flip side, excessive Agent Utilisation, where agents are continuously engaged...

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### Agent Self Evaluation

> Contact Centre Agent Self-Evaluations are where agents assess and evaluate their own performance, skills, and interactions with customers within the contact centre environment.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-self-evaluation-in-a-contact-centre/

Agent self evaluations within a contact centre, involve customer service agents engaging in a process where they assess and evaluate their own performance, skills, and interactions with customers.

KNOWLEDGE BASEAgent Self Evaluations in a Contact CentreWhat are agent self evaluations in a contact centre? Agent self evaluations within a contact centre, involve customer service agents engaging in a process where they assess and evaluate their own performance, skills, and interactions with customers. This self-assessment is an integral component of ongoing performance management and improvement initiatives, fostering a proactive approach to enhancing customer service quality. It also empowers agents to take an active role in their professional development. Agents reflect upon their interactions with customers, examining various aspects of their performance. These aspects may encompass their communication skills, problem-solving abilities, adherence to company guidelines, and customer satisfaction levels. By critically reviewing their own interactions, agents gain insights into their strengths and areas where improvement is needed.  Agent Self-Evaluations align with broader organisational objectives. They provide a feedback loop that allows agents to align their performance with key performance indicators (KPIs) and company standards. Agents can identify areas where they excel, contributing positively to KPIs, and areas where they may require additional training or support. Agents take ownership of their performance and actively seek opportunities for growth and skill enhancement. This approach fosters a sense of pride and responsibility in delivering exceptional customer service. By proactively assessing their performance, agents can identify areas of concern or areas where they require assistance. This self-identified feedback can be discussed with supervisors during performance reviews, facilitating more constructive and targeted discussions. Agent Self-Evaluations are are critical part of the continuous improvement of customer service quality and agent professionalism within the contact...

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### Agent Reports

> Agent reports refer to data and documentation generated by contact centres or customer service organisations to track and analyse the performance and activities of individual customer service agents.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-agent-reports-in-a-contact-centre/

Agent reports track and analyse individual customer service agent performance, offering insights into their interactions, productivity, and KPI adherence.

KNOWLEDGE BASEAgent Reports in Contact CentresWhat are agent reports in contact centres? Agent Reports are documents created by contact centres or customer service organisations to track and analyse the performance of individual customer service agents. These reports offer insights into how agents handle customer interactions, their productivity, and their adherence to key performance indicators (KPIs) and metrics. They include data on interaction volume, duration, and quality, helping identify areas of strength and improvement. Agent Reports also assist in workforce management and resource allocation by highlighting peak call times and ensuring compliance with policies and regulations. Effectively using these reports can lead to enhanced agent performance, improved customer service, greater operational efficiency, and data-driven decision-making. Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support.  Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs. Our specialist contact centre services include but are not limited to:Workforce ManagementWorkforce OptimisationIVRArtificial IntelligenceOmnichannelKnowledge ManagementSpeech AnalyticsBack to our Contact Centre Glossary > Industry Recognition WINNERSBest Enterprise UC Solution 2023Enterprise Reseller Deal of the Year 2022HIGHLY COMMENDEDBest Enterprise Contact Centre Solution 2023Enterprise Contact Centre Solution 2022SME Contact Centre Solution 2022 Keen to discuss your...

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### Agent Occupancy

> Agent occupancy, in the context of a contact centre is a key performance metric that helps assess the utilisation and efficiency of agents within a contact centre.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-occupancy-in-a-contact-centre/

Agent occupancy in a contact centre is the percentage of time agents are actively handling customer tasks compared to their total available work time.

KNOWLEDGE BASEAgent Occupancy in a Contact CentreWhat is agent occupancy in a contact centre? Agent Occupancy, in the context of a contact centre or customer support operation, refers to the percentage of time that customer service agents are actively engaged in handling customer interactions or tasks compared to the total available work time. It is a key performance metric that helps assess the utilisation and efficiency of agents within a contact centre. It is a critical measure that evaluates how efficiently customer service agents utilise their available work time by gauging the percentage of time they are actively engaged in handling customer interactions or tasks. At its core, Agent Occupancy is a reflection of how effectively agents are managing their workload and the extent to which they are maximising their availability for customer-related activities. It quantifies the balance between active work and idle time during the agent's scheduled work shift. An ideal balance is sought to ensure optimal utilisation of resources while preventing agent burnout and maintaining service quality. A high Agent Occupancy rate suggests that agents are consistently engaged in productive tasks, such as answering customer calls, responding to emails, or addressing enquiries through chat or other communication channels. This high level of engagement typically signifies efficient resource utilisation, where agents are making the most of their working hours to serve customers and meet performance targets. In comparison, a low Agent Occupancy rate may indicate several potential issues within the contact centre. It could imply under-utilisation of agent capacity, potentially leading to higher operational...

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### Agent Experience

> Contact centre agent experience encompasses various factors that influence an agent's job satisfaction, wellbeing, productivity and workforce management.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-experience-in-a-contact-centre/

Contact Centre Agent Experience encompasses the working environment, job satisfaction and productivity of agents influenced by various factors within the contact centre.

KNOWLEDGE BASEAgent Experience in a Contact CentreWhat are agent experience in a contact centre? Agent Experience plays a pivotal role in the performance and effectiveness of contact centre agents. It is a comprehensive term that encapsulates the holistic working environment, conditions, and job satisfaction levels of individuals employed in contact centres or customer service roles.  Working environmentOne of the primary components of Agent Experience is Work Environment. A comfortable and well-equipped workspace, ergonomically designed furniture, and a supportive atmosphere are crucial elements that contribute to a positive working environment. Agents who feel physically and psychologically comfortable are more likely to remain engaged, focused, and motivated. Training and DevelopmentContact centre agents benefit from continuous learning and skill enhancement programs that enable them to handle a diverse range of customer inquiries effectively. Ongoing training not only boosts an agent's competence but also enhances their sense of professional growth and job satisfaction. Work-Life Balance Contact centres often operate beyond traditional working hours, including evenings and weekends. Striking a balance between work commitments and personal life is essential for agent well-being. Contact centres that offer flexible scheduling and supportive policies can contribute to improved work-life equilibrium. Recognition and RewardThese types of schemes are instrumental in fostering job satisfaction among contact centre agents. Regular feedback and performance recognition motivate agents to excel in their roles. Effective CommunicationCommunication channels play a vital role in Agent Experience. Open and transparent communication fosters trust, enables agents to voice concerns, and ensures they are well-informed about company policies, changes, and objectives. Technology and ToolsLastly, providing agents with...

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### Agent Elevation

> Agent Elevation, in the context of contact centres or customer support operations, refers to the process of transferring a customer's inquiry or issue to a higher-level or more specialised agent or supervisor for resolution

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-elevation-in-a-contact-centre/

Agent Elevation in contact centres means transferring a customer's issue to a higher-level agent for specialised help when the initial agent can't resolve it.

KNOWLEDGE BASEAgent Elevation in a Contact CentreWhat is agent elevation in a contact centre? Agent Elevation is a pivotal component within contact centres and customer support operations. It serves as a process designed to ensure that customer inquiries or issues receive the most appropriate and effective resolution. This typically involves transferring the customer's request from the initial agent to a higher-level or specialised agent, supervisor, or subject matter expert. The primary aim is to provide customers with the expertise and support needed to address their specific concerns comprehensively. One of the key drivers for Agent Elevation is the complexity of customer issues. When customers present intricate or technically challenging problems that go beyond the initial agent's knowledge or capabilities, Agent Elevation becomes necessary. Specialist expertise may be required to navigate technical complexities, provide detailed information about products or services, or address regulatory matters that require a deeper understanding. In the vast majority of larger contact centres you'll find a tiered support structure. Initial agents handle routine enquiries and basic concerns, while specialist agents or subject matter experts manage more complex or technical matters. Agent Elevation plays a critical role in ensuring that customers are directed to the appropriate level of support at the earliest opportunity to avoid unnecessary delays in issue resolution and to enhance the overall customer experience. If an agent encounters a challenging customer interaction or requires support in handling contentious situations, elevating the issue to a supervisor or team leader can be essential.  Agent Elevation also respects customer preferences in situations where...

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### Agent Coaching

> Contact Centre Agent Coaching is a structured process where agents are provided guidance and support to help them improve their performance and customer interactions.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-coaching-in-a-contact-centre/

Contact Centre Agent Coaching is a structured process where supervisors or experienced individuals provide guidance and support to contact centre agents to help them improve their performance and customer interactions. This coaching typically involves: Feedback, Skill development, role play, training and monitoring.

KNOWLEDGE BASEAgent Coaching in a Contact CentreWhat is agent coaching in a contact centre? Contact centre agent coaching is a systematic and essential practice within contact centres, designed to enhance the skills, capabilities, and overall performance of their contact centre agents. It involves a structured process in which supervisors or experienced individuals provide guidance, support, and constructive feedback to agents, with the overarching goal of optimising customer interactions and driving excellence in service delivery. Agent FeedbackSupervisors regularly review agent performance, assessing their interactions with customers for effectiveness and adherence to established guidelines. They provide specific feedback, highlighting areas where improvement is needed and acknowledging strengths. This feedback loop is vital for agents to understand their performance, identify areas for growth, and receive recognition for their achievements. Skill DevelopmentCoaches work with agents to identify specific skills or competencies that require enhancement. This might encompass improving communication skills, mastering product knowledge, or honing problem-solving abilities. Agents receive targeted training and support to develop these skills, enabling them to excel in their roles. Role PlayThis is a valuable technique used in coaching to simulate real-world customer interactions. Agents engage in practice scenarios where they can apply the skills and knowledge they've acquired. Role-playing exercises help agents gain confidence, refine their responses, and adapt to various customer situations, ultimately leading to more effective communication and issue resolution. TrainingAgent training is an ongoing process in contact centres, and agent coaching serves as a supplementary means of continuous learning. Coaches identify training needs and deliver customised training modules or resources to...

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### Agent Churn

> Agent churn, also known as agent attrition or agent turnover, refers to the rate at which call centre agents leave their positions and are replaced by new agents.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-churn-in-a-contact-centre/

Agent churn, also known as agent attrition or agent turnover, refers to the rate at which call centre agents leave their positions and are replaced by new agents. It's a common challenge in contact centres and customer service environments.

KNOWLEDGE BASEAgent Churn in a Contact CentreWhat is agent churn in a contact centre? Agent churn, also known as agent attrition or agent turnover, is a critical metric in contact centres and customer service environments. It quantifies the rate at which call centre agents leave their positions, either voluntarily or due to replacement, highlighting the dynamic nature of the workforce in these settings. Agent churn poses common challenges that impact operational efficiency and the quality of customer service. Several factors contribute to agent churn. First, the high-pressure nature of call centre work, characterised by demanding performance targets and dealing with challenging customer interactions, often leads to job stress and burnout. Inadequate training can exacerbate the issue, as agents who lack the necessary skills and knowledge may feel overwhelmed and dissatisfied. Additionally, the perceived lack of career advancement opportunities, non-competitive compensation and benefits, and poor work-life balance can all contribute to higher attrition rates. Monotonous tasks, such as reading from scripts or handling a high volume of similar enquiries, can lead to boredom and reduced engagement among agents.   Poor management practices, lack of support, and inadequate feedback can drive agents to seek more supportive work environments.  The consequences of high agent churn in a contact centre  These include increased recruitment and training costs, decreased productivity as new agents become acclimated to their roles, and potential declines in service quality and customer satisfaction.  Addressing agent churn is critical, and contact centres employ various strategies to mitigate it. These strategies include improving training programs, offering competitive compensation and benefits packages,...

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### Agent Assist

> Agent Assist in a contact centre is designed to assist call centre agents during customer interactions. It leverages artificial intelligence (AI) and natural language processing (NLP) to provide real-time suggestions, information, and guidance to agents.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-is-agent-assist-in-a-contact-centre/

Agent Assist in a contact centre is a technology or software solution that is designed to assist call centre agents during customer interactions. It leverages artificial intelligence (AI) and natural language processing (NLP) to provide real-time suggestions, information, and guidance to agents as they communicate with customers.

KNOWLEDGE BASEAgent Assist in a Contact CentreWhat is agent assist in a contact centre? Agent Assist in a contact centre environment represents a dynamic and innovative application of artificial intelligence (AI) and natural language processing (NLP) technologies aimed at enhancing the performance and efficiency of call centre agents during customer interactions. It serves as a valuable tool that works in real-time to empower agents with insights, information, and guidance, ultimately improving the quality of customer service and the overall customer experience. The core functionality of Agent Assist revolves around its ability to analyse ongoing conversations between agents and customers. By employing NLP, it can understand the context and content of these interactions, allowing it to offer timely and relevant suggestions to agents. These suggestions may encompass a wide range of elements, including recommended responses, product information, troubleshooting steps, or compliance guidelines. One of the primary advantages of Agent Assist is its capacity to facilitate more accurate and consistent responses. Agents often encounter complex or unique customer queries that may require them to access extensive product knowledge or follow specific company protocols. Agent Assist steps in to provide agents with immediate access to this information, helping them address inquiries swiftly and accurately. This not only boosts customer satisfaction but also aids in reducing errors and escalations. Agent Assist contributes to the ongoing training and development of agents as it can identify areas where agents may need additional coaching or improvement, offering in-the-moment feedback and guidance. This promotes continuous learning and skill enhancement among contact centre...

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### Advanced Call Centre Technologies

> Advanced Call Centre Technologies are designed to optimise call centre operations and enhance CX. These technologies continually evolve to meet the changing demands of businesses and customers alike.

- Published: 2023-10-06
- Modified: 2024-11-09
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-advanced-call-centre-technologies/

Advanced Call Centre Technologies are modern tools like AI that have changed how call centres communicate and provide customer service.

KNOWLEDGE BASEAdvanced Call Centre TechnologiesWhat are Advanced Call Centre Technologies? Advanced Call Centre Technologies encompass a wide range of innovative tools and systems designed to optimise call centre operations and enhance the customer experience. These technologies are at the forefront of the call centre industry, continually evolving to meet the changing demands of businesses and customers alike. One fundamental technology is Automatic Call Distribution (ACD), which intelligently routes incoming calls to the most suitable agents based on criteria like skillset and availability. This ensures that customers are connected to the right person efficiently. Interactive Voice Response (IVR) systems further streamline operations by allowing callers to interact with automated menus and access information or complete tasks without agent assistance. Predictive diallers are another advanced tool that automates outbound calls, maximising agent productivity by connecting them to live calls at the right time. Computer Telephony Integration (CTI) links phone systems with computer applications, enabling agents to access caller information and relevant data on their screens during calls, leading to more informed interactions. Speech analytics, powered by natural language processing and machine learning, analyse recorded call audio to extract valuable insights, such as customer sentiments and trends. Omni-channel support allows call centres to engage with customers across multiple communication channels, including voice, email, chat, SMS, and social media, all integrated into a unified platform for a seamless customer experience. Customer Relationship Management (CRM) software stores and manages customer data, empowering agents to personalise interactions and access customer histories. Workforce Management (WFM) tools optimise staffing levels and schedules, ensuring...

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### ActiveX Controls

> Contact centre ActiveX Controls are elements embedded within a web page that enable interactive functions.

- Published: 2023-10-06
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/what-are-contact-centre-active-x-controls/

ActiveX Controls are web page components that enhance functionality and interactivity by allowing integration of features like buttons, text boxes, video players, and more.

KNOWLEDGE BASEActiveX ControlsWhat are contact centre ActiveX Controls? ActiveX Controls are a technology developed by Microsoft that enable software developers to create interactive and reusable components or objects. These components can be embedded within various types of software applications, including web pages and desktop applications. ActiveX Controls provide enhanced functionality and interactivity to these applications, making it possible to integrate features like buttons, text boxes, video players, and more seamlessly into the user interface. One of the key advantages of ActiveX Controls is their reusability. Developers can either create custom controls to suit their specific needs or utilise pre-built controls, saving time and effort in the software development process. These controls are versatile and can be integrated into different programming languages, such as Visual Basic, C++ and scripting languages like JavaScript or VBScript, making them accessible for a wide range of applications. Historically, ActiveX Controls were commonly used in web applications, particularly with Microsoft's Internet Explorer browser. However, over time, they have faced significant security concerns. ActiveX Controls have the ability to execute arbitrary code on a user's machine, making them a potential vector for malware and security threats. Consequently, many modern web browsers, including Microsoft Edge, have deprecated or severely limited support for ActiveX Controls in order to enhance security. As a result of these security concerns, alternative technologies such as HTML5, JavaScript, and Web Components have gained popularity for achieving similar levels of interactivity and functionality in web applications without the associated security risks. These alternatives have enabled developers to create rich...

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### Chatbot

> A contact centre chatbot is a computer program or artificial intelligence (AI) software designed to simulate human-like conversations with users via text-based or voice-based interfaces.

- Published: 2023-10-05
- Modified: 2024-11-12
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/contact-centre-chatbot/

A chatbot is a computer program or artificial intelligence (AI) software designed to simulate human-like conversations with users via text-based or voice-based interfaces. 

KNOWLEDGE BASEContact Centre ChatbotWhat is a contact centre chatbot? A contact centre chatbot is a computer program designed to simulate human conversations through text or voice interactions. Integrated into contact centre systems, these chatbots assist and engage with customers by handling routine enquiries, providing information, and assisting with tasks without the need for human intervention. Contact centre chatbots rely on AI, machine learning, and speech recognition to interact with users effectively. They offer numerous benefits, including proactive customer communication, cost reduction, and enhanced convenience. Chatbots excel at performing clearly defined, repetitive tasks, making them valuable tools to enhance customer experience. Businesses deploy chatbots to facilitate both service and sales interactions as they can manage multiple conversations simultaneously, a feat not feasible for human agents. They collect customer information and attempt to resolve issues efficiently. If an issue exceeds their capabilities, they seamlessly escalate the chat to a human agent, ensuring a positive customer experience but also helping to considerably reduce agent workload, giving agents back valuable time to deal with more complicated customer enquiries. The key benefits of contact centre chatbots Can undertake automated admin related tasksFree up agent timeProvide a faster customer experienceCan refer the customer to a human agent when neededIntuitive and easy to useEasy to deploy Speak to a consultant We are accredited partners with Related Pages Contact Centre Glossary  How Opus' contact centre consultants can assist you Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative...

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### Cloud Phones

> Opus offers a complete range of public, private and virtualised Cloud Telephony solutions.

- Published: 2023-09-27
- Modified: 2024-09-17
- URL: https://www.opustech.co.uk/knowledge-hub/telephony/cloud-phones/

Knowledge HubContact CenterDelivering best of breed, Business Telephony, Contact Centre, Managed IT,  Business Mobile and Digital Technology solutions Founded in 1992 Founded in 1992, by our Chief Executive Michael O’Donnell, Opus continues to go from strength to strength but still with the ethos of a caring, customer centred business where our people are at the heart of everything we do and are encouraged to grow and thrive in a supportive environment. Executing the vision of our CEO Michael’s inspiration was to create a company based on his own experience of the difficulties in finding a communications company that could deliver the service he required and this personalised and expert support we provide to our customers still remains central to everything we today.

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### Telephony

> Our telephony glossary contains all the related terminology specific to telephony and business telecoms solutions.

- Published: 2023-09-27
- Modified: 2023-11-07
- URL: https://www.opustech.co.uk/knowledge-hub/telephony/

Knowledge HubContact CenterDelivering best of breed, Business Telephony, Contact Centre, Managed IT,  Business Mobile and Digital Technology solutions Founded in 1992 Founded in 1992, by our Chief Executive Michael O’Donnell, Opus continues to go from strength to strength but still with the ethos of a caring, customer centred business where our people are at the heart of everything we do and are encouraged to grow and thrive in a supportive environment. Executing the vision of our CEO Michael’s inspiration was to create a company based on his own experience of the difficulties in finding a communications company that could deliver the service he required and this personalised and expert support we provide to our customers still remains central to everything we today.

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### Contact Centre

> Our contact centre glossary contains all the related terminology specific to call and contact centre solutions.

- Published: 2023-09-27
- Modified: 2024-11-14
- URL: https://www.opustech.co.uk/knowledge-hub/contact-centre/

KNOWLEDGE HUBCONTACT CENTRE GLOSSARYOur contact centre glossary contains all the related terminology specific to call and contact centre solutions.

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