NGN Product Guide
- 1. PRODUCT GUIDE NEXT GENERATION NETWORK TELECOMMUNICATIONS PROPRIETARY LIMITED (“NGN Telecoms”) NGN Group House Corner Bekker & Montrose Streets Waterfall Park, Midrand South Africa 1685 Tel.: +27 11 554 4200 Email: [email protected] Web: www.ngntelecoms.com
- 2. Page 2 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide Physical NGN House, Corner of Bekker & Montrose Midrand, Gauteng South Africa Tel: +27 (0) 11 554 3000 Fax: +27 (0) 86 406 1039 Next Generation Network Telecommunications (Pty) Ltd Company Reg. number: 200100335907 Income Tax Number : 9709055140 Vat Number: 4190190153 PAYE Number: 4190190153 UIF Number: U060743772 Skills Development Number: L060743772 BBBEE Certificate Number: 28/BBBEE: GENERIC L5 Level 5 Black ownership - 55.9% Postal PO BOX 6523, Halfway House, Midrand, Gauteng 1685 Copyright © 2014 NGN Telecoms (Pty) Ltd
- 3. Product Guide Page 3 | NEXT GENERATION NETWORK TELECOMMUNICATIONS BACKGROUND The NGN product base was conceived from a basement office in Woodmead, Gauteng – South Africa in 2001 and today boasts over 8400 corporate clients and a dominant share of the South African telematics market. The Shareholders have pioneered a business that has also made significant strides into the international arena. We pride ourselves on: 1. Inventing world-class telematic services 2. Providing innovative and profitable products 3. Creating a local presence with reseller channels 4. Building long-term, international relationships 5. Tailoring services to meet unique market requirements. WHO IS NGN About Us NGN Telecoms provide voice and data value added services through major telephony networks globally, through both mobile and fixed line operators. NGN Telecoms has partnerships with a number of telephone networks worldwide, including: • Telkom, Neotel, MTN (South Africa) • British Telecoms (United Kingdom) • China Telecoms • EcoNet (Lesotho) • TTCL (Tanzania) • Telkom (Indonesia) NGN Telecoms owns 90% of the Fax2Email market share in South Africa with more than 3 million users. Focused on voice and data services to government institutions, government owned entities, public and private owned businesses and retail clients. Our Products and Services: • Fax Solutions • CloudFax (Desktop, Device) • Email2Fax • Wanfax • OCR (Optical Character Recognition) • IVR (Interactive Voice Response) • NGN Intouch • ATMOS Call Recording • Media Science
- 4. Page 4 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide FAX SOLUTIONS More than a billion faxes are sent worldwide every year. According to market research, it is in fact estimated that between 17 and 25 billion faxes are sent worldwide annually and the fax services market is growing at an impressive rate of 15.2% CAGR. The main attributory to this growth is technologies such as Fax Over IP and cloud based technologies. NGN Fax Solutions are at the forefront of this global trend and as a company we are exceptionally proud of the technology and products we have to offer in this space. >> CLOUDFAX DESKTOP CloudFax Desktop is a state of the art service that provides a simple and effective IP faxing solution to the Corporate and SM(M)E markets without the need for any software or hardware installations. Our cloudfax offering has dramatically reduced to total cost of faxing and affords users the ability to communicate with both email and fax clients simultaneously, and through the desktop email platform, seamlessly deliver email attachments and content to and from traditional fax machines via standard Internet e-mail on SMTP. Specifically designed with ISP’s, Corporate, SM(M)E and Customer Care Centres in mind, this solution can accommodate large volumes of incoming faxes to one or more email addresses and separate outgoing email-to-fax facilities can be created for individual users or collectives such as departments, branches and other groups. This scalable outsourced electronic faxing solution makes provision for an unlimited number of users and all hardware and software components are deployed off-site and monitored 24/7. More importantly the Cloudfax Desktop implementation and integration has NO COST implication for either the end user or business partner. CloudFax Desktop SERVICE REQUIREMENTS • An email address • Internet access • Email client like Outlook, Gmail, Thunderbird, Hotmail etc.
- 5. Product Guide Page 5 | NEXT GENERATION NETWORK TELECOMMUNICATIONS CloudFax Desktop BENEFITS Easy Implementation and Use • No paperwork, hardware or software is required, resulting in a fast and hassle-free activation. • Store and archive faxes electronically Efficient and Effective • A CloudFax Desktop fax line is never engaged and will queue on server downtime • Faxes remain confidential as they are delivered directly to the intended recipient. Anywhere, Anytime • DesktopFax numbers are not area code specific and never changes, irrespective of client location • Faxes can be retrieved from any location worldwide where users have the ability to access their email account. • Available on moible application adn desktop thick client Provides Cost Savings • No fax line, printer, fax machine machines, paper, toner (and other associated) costs and expenses. SELF-MANAGEMENT ADMIN TOOL Through the online management portal: • Clients have the ability to view real time fax reports that give detailed information on all fax traffic. • Clients have the ability to resend faxes. • Clients have the ability to assign unique fax numbers to any employee without having to install a new fax line. • Clients have the ability to reassign DesktopFax numbers as required. • Clients have the ability to attach multiple recipients to any fax number without the need for additional hardware. • Clients automatically receive delivery notifications when sending faxes. CLOUDFAX DESKTOP API AND SERVICES INTEGRATION Cloudfax Desktop offers businesses the opportunity to integrate the solution into their existing business workflows and processes through its extensive API offering and integration services. Producing and consuming SOAP and REST service endpoints, the solution can be also further extended with adapters for some of the most popular EIP, CRM and finance solutions.
- 6. Page 6 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide HOW IT WORKS • A fax is sent to a CloudFax Desktop number. • The fax is received on the Fax Platform, automatically converted to an email and sent to the recipient’s email address. • The recipient receives the fax in their email inbox as an email attachment. • The digital fax can now be saved, printed or forwarded.
- 7. Product Guide Page 7 | NEXT GENERATION NETWORK TELECOMMUNICATIONS >> CLOUDFAX DEVICE The CloudFax Device solution is a groundbreaking business offering that eliminates the need to install costly fax cards in multifunction devices and printers (MFD/MFP). The solution is completely IP (Internet) based thereby eliminating the need for fixed land lines and peripherals (thus also eliminating the associated rental costs). Providing all the benefits of the CloudFax Desktop offering, the CloudFax Device solution also allows clients to send faxes at cheaper rates than advertised telco rates, due to the nature of IP faxing. In addition, office automation companies can now offer a competitive rate on their multifunction devices as they have the ability to offer fax facilities to customers without the presence of an on-board fax card, saving clients line rental and sending costs. FEATURES • Faxes will be received and printed on the MFD/MFP • No fixed line requirements • Faxes received by the multifunction device will be archived and can be resubmitted if lost. Resubmitted faxes will print out on the multifunction device. • An admin console will allow you and your client the ability to manage all the fax numbers and faxes. Fax numbers linked to multifunction devices can be moved with the device to new offices without the associated costs to re-cable telephone lines or apply for the local telco to transfer lines. BENEFITS • All benefits of CloudFax Desktop applies • No hardware and software investment required. • Huge savings on cost of faxing cards and line rentals. • No maintenance costs of the fax system. • Enhanced organisational control of flow of information. • No change to end user expected device interaction or experience • Thick client desktop application is also available
- 8. Page 8 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide CloudFax Device In A Nutshell
- 9. Product Guide Page 9 | NEXT GENERATION NETWORK TELECOMMUNICATIONS >> EMAIL2FAX WHAT IS EMAIL2FAX? Email2Fax is basically the reverse process of CloudFax Desktop. Where Desktop focuses on inbound faxing (the user receiving faxes as an email) Email2Fax allows users to send emails and email attachments to fax machines or devices anywhere in the world. As with Cloudfax Desktop, no additional hardware or software installation is required, and a desktop thick client is also available for the system. CHARGES Outbound sending costs are borne by the customer on a per fax, per minute, or bundle rate. Outbound faxes are least cost routed to other number already residing on our platform API INTEGRATION The Email2Fax product offering can also be exposed to businesses via API, enabling them to integrate it as part of existing business flows and processes. All API transactions are secured through hash tokens and can be run via secure protocols like TLS (SSL) and/or IPSEC tunnelling STEP-BY-STEP SENDING A FAX • A fax is sent via email by addressing the email to a recipient’s fax number @ domain. • The document to be faxed needs to be attached to the email. • The email is received on the Fax Platform and automatically converted to a standard fax and sent to the recipient’s fax machine. • The fax arrives at the recipient’s fax machine.
- 10. Page 10 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide >> WANFAX WHAT IS WANFAX? The WANFax solution allows enterprises to consolidate their voice, data applications and fax traffic on a single network, resulting in a cost savings and a productivity benefit. This solution is scalable and eliminates the need for local telephony components and costly recurring telephony bills. The solution leverages the Internet to manage all business-critical fax communications. THE WANFAX SOLUTION • The fax servers are kept on site at the corporate’s server room location. • Inter-branch faxing occurs over the Company LAN, thus reducing the cost of faxing between branches • Routing of your internal faxes over your IP network in real time • The ability to link all Multifunction Printers (MFP’s) to the fax solution • The opportunity to connect all standalone fax devices to the fax solution • Complete fail over solution. HOW IT WORKS • One or more NGN Fax Servers are deployed within a corporate network, and all faxes are sent via IP either • Faxes can be sent solely on the corporate WAN or in combination with the existing NGN cloud network • Inter-branch faxing occurs over the Company WAN (Wide Area Network). • Each user and Multifunction printer on the network will utilise the fax server to send and receive faxes. • Faxes to or from an external source (users on the local telco) to the organisation will be routed via PRI or a SIP directly to the fax server. WANFAX BENEFITS AND COST SAVINGS • Fax operates with all popular email clients including Microsoft Exchange and Outlook. • No expensive fax server system with the associated maintenance and support staff. • Utilises current investment in email, Internet infrastructure, systems and software. • Confirmation of fax delivery / non-delivery to sender’s email “In-Box.” • Received faxes can be re-directed to any email address worldwide. • Ability to receive faxes anywhere in the world where emails can be received. • Secure, reliable and redundant fax solution. • As faxes are already in digital format document management is easily implemented without additional expense. • No capacity issues on fax numbers or servers. • We give free support to all our clients through our helpdesk.
- 11. Product Guide Page 11 | NEXT GENERATION NETWORK TELECOMMUNICATIONS WANFAX ADVANTAGES • Number will remain unchanged even when a company moves premises. • Fax numbers are linked to individual user e-mail addresses and loaded in batch. • Faxes are delivered to the person it is addressed to thus remains confidential • Attachments are sent from a single domain for added security and control • Multiple page documents are received faster than standard faxing. • If the mail server is down, the faxes will queue • Ability to retrieve faxes on your mobile device.
- 12. Page 12 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide SECURITY AND REDUNDANCY OF THE FAX PLATFORM Security for fax transmissions is of the highest priority for fax users as these documents often contain confidential and sensitive information. With this in mind, our Company developed the fax system with the highest level of security possible. All faxes sent to our systems are handled in the same manner as a fax sent via a simple POTS line and therefore encrypted with standard fax encryption. Once a fax arrives on our network, a high-end firewall blocks intruders, hackers and viruses from entering the system. All fax servers also employ Network Address Translation (NAT) added as an extra level of security. The security level is of such a nature that the administrators of the system cannot view the content of any faxes. All systems are backed up daily with a structured “fallback” and “rollback” plan for recovery. Extensive retry and fault resolution procedures have been rolled out to ensure that completed successful fax transmissions are delivered to their appropriate destination. Servers are hosted in a finely tuned and controlled environment with regards to temperature, humidity, power fluctuations and outages, etc. All fax servers are deployed on a shared database infrastructure which ensures adequate system failover and redundancy, in the event of a server failure. This high availablity architecture guarantees that no faxes will get lost. All Internet fax transmissions from fax server to fax server on the fax network are encrypted with 128 bit Secure Socket Layer (SSL) across the globe. We can also increase security by submitting data via IPSEC tunnels. Users of our system can be confident that their faxes are secure over the fax network.
- 13. Product Guide Page 13 | NEXT GENERATION NETWORK TELECOMMUNICATIONS OPTICAL CHARACTER RECOGNITION (OCR) OCR SOLUTION A powerful OCR solution has been integrated as an additional product to the CloudFax service and also as a standalone service. The OCR service can be seamlessly integrated with your existing CloudFax number, desktop thick client, or existing email client. It has been designed for both the corporate and the individual user and the solution requires no additional software to be installed on the corporate network or on the PC of the end user. By utilising the OCR add on facility, enterprises will boost its productivity and save an incredible amount of time when converting documents into digital files that can be copied, edited, searched and shared to the Cloud. Whilst the OCR service allows documents to be copied and searchable, security is maintained as the original document images are still retained. The OCR’d document will be emailed to the end user in a PDF format where text in the document could be searched or copied. FEATURES • Ability to make a faxed or emailed document editable by copying the text easily to a word processing application • Allows the end user to search the PDF that has been generated from the processed document • The email generated for the OCR server will contain three files (A raw text file containing the document text, A Searchable/Copy able PDF file and the original PDF of the document) BENEFITS • Allows fax and email documents to be searchable. • Easy to use – As soon as a document is received the OCR process is initiated and emailed to the end user. • The size of the OCR’d PDF file will be compressed • Document processing can now form part of existing workflow as the contents is readable for searching and word spotting etc. • No integration or additional software needs to be installed.
- 14. Page 14 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide INTERACTIVE VOICE RESPONSE (IVR) WHAT IS IVR? Interactive Voice Response (IVR) is an automated, interactive call-handling system. NGN Telecoms owns and operates the largest, independent IVR Platform in the Value Added Industry. Designed especially with business services and mass media in mind, our IVR Platform can handle large volumes of incoming calls. ADVANTAGES OF USING IVR The IVR solution can be used in conjunction with all telephone networks and PABX switches. Our IVR Solution will also assist you in your service delivery to your clients, i.e.: • Your services become available 24 hours a day, 7 days a week • Screening customers’ needs, and routing them to the appropriate channel, i.e. either to an automated voice response or to an operator. • Reducing queues of calls, by dealing with simpler queries via pre-recorded voice and freeing up your operators to deal with more complicated queries. SERVICES Using our IVR Platform, NGN Telecoms has deployed IVR applications specifically designed for Radio and Television Promotions. These include: • Live Call Management allows for 480 calls to be accepted simultaneously but trickled through to the studio to avoid congestion • Text-to-speech Enables the IVR to synthesize and “read” text to the caller. • Dynamic Menu’s • Automatic Sound Clip Uploads FEATURES Sound Recordings Our system uses advanced algorithms and compression techniques which allows you to play voice recordings from the IVR application on air or on television without the need for time consuming manipulation. Database Integration Our IVR infrastructure encompasses an Internet Service Provider, which allows for callers’ information to be stored to databases. This also supports easy reporting. We have customized our IVR applications to support other exciting promotions, these include: Voting This system can use either multiple phone-in lines (e.g. TrafficNet) or one line with multiple menu options
- 15. Product Guide Page 15 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Dedications and Requests Callers leave their dedications and/or requests on the IVR line, these recordings can also be further categorized using menu options, i.e. Anniversary wishes, Christmas wishes, etc. Transactional Messages This is typically used to collect information from the caller. The caller will be prompted to leave information such as, name and address and/or ID number, i.e. as if completing an entry form. Caller Filtering Systems Callers are prompted to enter information, using their telephone keypads, by an interactive menu. Callers are then filtered according to their key presses. Information Applications This application allows callers to listen to information that has been pre-recorded, i.e. news/information/competition rules/ company information/services/products. Auction Applications Callers use the IVR line to bid for the selected items, by entering their bid using the telephone keypad. This application can be adapted for either traditional auctions or reverse auction. The application is able to verify to the caller whether they have the highest/lowest bid. As part of our commitment to deploying successful IVR application we perform all our development in-house. This benefits you, the client, i.e.: • Rapid service delivery • Improved quality control • Easier and quicker delivery of complicated applications • Years of experience on both the technical and concept development front
- 16. Page 16 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide NGN INTOUCH NGN Intouch is a next generation mobile messaging framework that facilitates the creation of multilevel user hierarchies, mobile marketing, bulk sms and corporate workflow integration. MULTILEVEL USER HIERARCHIES Initially designed with a re-seller and agents model in mind, the system allows for up to 8 individual user and login levels, each level providing the user with specific system functionality and access rights giving users complete control over all user in sub levels of their own hierarchy. Top level entities have the ability to create agents and sub agents and split revenue accordingly. This architecture provides for a number of business opportunities like MLM and franchising models. MEP Marketing Enablement Platform is a term coined by NGN to describe its Intouch Mobile Marketing system. By utilising SMS Shortcodes (special mobile numbers, significantly shorter than full telephone numbers) and bulk SMS, the system allows users to set up a variety of SMS/MMS marketing campaigns, ex. SMS competition and voting campaigns, shared number messaging campaigns, bulk messaging request/response campaigns and game campaigns, to name a few. The product also features a live messaging feed, perfect for real time events, such as concerts, government events and radio programs. CORPORATE WORKFLOW INTEGRATION What sets NGN Intouch apart from its competitors is the ability to integrate into any corporate and/or business workflow. From scenarios ranging from simple internal corporate bulk messaging linked to company databases, to SMS process flow initiation, all integration development is done in-house by NGN and on an ad-hoc basis. For bespoke integration requirements, customers are engaged with on an individual basis and we work closely with busines IT teams to deliver integrated SMS solutions inexpensively, quickly and efiiciently
- 17. Product Guide Page 17 | NEXT GENERATION NETWORK TELECOMMUNICATIONS ATMOS - CALL RECORDING WHAT IT’S ALL ABOUT The Atmos voice logger provides clients with an industry first cloud based compliant and secure call logging solution for a fraction of the price of equivalent call recording solutions. Whether you need to record calls for staff training, dispute resolution, compliance or security reasons, our logger will allow you complete flexibility, scalability and unlimited storage of your calls and other sensitive data without the need for any additional hardware or installation services. All calls are 100% compliant and individually secured and encrypted at source with a rotating encryption methodology that is unique and specific to each individual call. All calls are stored in our cloud service and are not only backed up, but can also be made to be redundant across multiple servers and geographical locations. Our logger also supports multiple time zones, multiple recording locations and the ability to search, sort and locate your calls within seconds. Whether you have one location with 5 extensions or a nationwide infrastructure with multiple branches and millions of calls, the ATMOS call logger can fulfil all you requirements A FEW OF OUR FEATURES: Seamless Voice Logger enabled on any Com.X PBX No additional hardware required Fully Compliant (FICA, FAIS, POPPI, CPA) All calls securely recorded 256 bit AES encryption and SSL Security Call Statistics showing number of calls recorded – total, daily and weekly Log of who has played, downloaded or emails calls – Audit Trail Easy set up of agents and supervisors Cloud storage and Amount of GB storage used Fully redundant and backed up 99.99% availability Unlimited growth potential Multi-site support Web based (HTML5 architecture) Access and playback via web browser Mobile compatible On demand recording
- 18. Page 18 | NEXT GENERATION NETWORK TELECOMMUNICATIONS Product Guide MEDIA SCIENCE WHAT IS MEDIA SCIENCE? Media Science has been designed, patented and developed to provide an integrated platform that converts the telephone into a real time messaging/advertising media channel. The Media Science Offering is a unique and innovative digital media offering allowing companies and or advertisers to place audio advertisements, interactive content questionnaires and internal communication of approximately seven seconds on outgoing calls made by Media Science subscribers. This one of a kind technology may afford businesses the following potential opportunities: • Profile staff efficiency (call centre agents, customer service representatives etc.) through real time feedback based on question/ answer phone interactions • Increase revenue by allowing advertisers to interact in real time with a profiled audience • Distribute key communication messages via the internal telephone networks REVENUE OFFERING/ADVERTISING The technology allows an advertiser to play a seven second advert on outbound calls prior to call connection. These adverts take place within a business/Voip/Cloud environment to targeted users whose demographic information is known. Advertisers pay per advert played, allowing the Media Science Partner/Business where the system is deployed to receive a guaranteed rebate for each instance where an advert is played. The system also allows for rich media and content to be distributed to interested user upon completion of a recording. Key Benefits – Business • Guaranteed rebate • Information matches the company demographics • Adverts can be played on select calls • Adverts can be restricted to specific user groups if necessary • No changes to existing PABX infrastructure or user dialing patterns • Detailed reports • Information on demand • Target market specific • Real Time Staff Profiling As per the advertising model, recordings are played to targeted staff members when making outbound calls. The recording may contain various question/answer scenarios and their responses are stored for profiling purposes. A specific use case for instance; key account managers in banks have to comply to a set of rules regarding their customers and behaviours. These “Know Your Customer” rules may be presented in a question answer fashion.
- 19. Product Guide Page 19 | NEXT GENERATION NETWORK TELECOMMUNICATIONS For example, when the user makes an outbound call, they are prompted with the following voice recording: “Your customer wants to set up a trading account in Iran. Dial 1 - Create the account, 2 - Deny the request 3- Deny and inform your supervisor”. When the user dials a digit, their choice is recorded and captured in a database. Managers now have real time information around staff member proficiency and areas of potential focus. Another use case; telesales agents often need to work from scripts when engaging potential customers. When making an outbound call the user might be prompted with: “You have made your opening pitch but the customer is not interested. Dial 1 - Hang up, 2 - Prompt with additional offer, 3 - Ask for a reason”. Once again, staff member responses may be stored and profiled for further use in training etc. Key Benefits – Business • Real time feedback on staff proficiency • Question and answer data can be bulk loaded on a web portal • Communication can be targeted to key groups and staff members • Detailed reports on interaction responses • Information on demand
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