Let Keyline host your communication requirements !
Some of our clients have configured their services in highly imaginative ways to provide functionality that is not available to them with conventionally and in doing so have significantly improved their communications, accessibility and control whilst also adding appreciable value and potential.
Some of our most popular services:
o Virtual Call Centre – Highly functional configurability
o Web based call management – options available
o PCI Compliant Credit Card processing – Call centres/ offices
o Locator – up to four destinations
o Time based routing – as above but controlled by day and time.
o Conference calls – options available
o Mid-call transfer and enquiry calls
o Call recording – All Calls and Elective options
Accessibility, Management and Control – Overview
As a client you can have access to the configurable elements of your services to an extent that puts you squarely in control of what you create with the ability to change the structure, settings and functionality in real-time and at any time.
Secure access is always gained through one of our designated web sites where you can not only configure services but also access your call logs and billing together with monthly activity reports and view any applicable tariffs, listen to voicemail messages and any recorded information whether by voice or data collection.
Services that are created can also integrate with our other core product: Credit Card transaction processing.
This allows you to receive payment for products or services, again in real-time, automatically over the phone or from your website.
Virtual Call Centres
o Home workers (unlimited Geographic locations)
o Load balancing and call routing
o Call queuing and handling options
o Skills based routing
o Configurable Wallboard
o Unlimited operators
o operator scripts
o Comprehensive call logs, reports and Statistics
o Call recording options including “on answer” and “elective”
o Credit Card Processing options (Fully PCI compliant)
o Indirect access at competitive call rates
Systems, Service providers and resilience
Automate Inbound Card Payments to improve and to provide 24/7 Customer Service
The Telecoms and Credit Card Services have grown significantly during the last few years and now consist of multi-functional systems in London Birmingham and Manchester which are capable of handling thousands of calls an hour. Each location is interconnected to the BT network and to other service providers from whom we obtain a range of interfaces. In particular we have an IP network which provides some interconnection not only between our own geographically positioned systems but also with some of our client’s locations.
We also have a location in Southern Ireland which is interconnected to those in the UK particularly for some of our replicated client services.
To provide and maintain the highly processor intensive control over our services we have advanced call handling, logging and billing capability with multiple databases and servers to ensure a high level of availability and propagation of changes and additions to services and recordings as they occur.
All of the systems are developed, installed and maintained by in-house specialists who provide 24 x 7 support.
We use multiple Internet Service Providers to ensure resilient interconnections and the availability of our web sites.
Our outbound phone calls utilise several carriers who are selected to ensure we maintain a combination of quality of service and reasonable cost which is reflected in the price to you.
Our SMS text service (not premium rate) uses well known carriers with a quality of service that is essential when sending messages to worldwide destinations.
Encrypting your personal messages, by yourself, can be extremely difficult, but one app is laying the groundwork for your renewed personal security. It’s called “Signal,” and the app is so impressive, that both Edward Snowden and Facebook laud it for its world-class security.
Here’s what you need to know.
75% of World’s Mobile Data Traffic To Be Videos By 2020
Videos are a powerful and spontaneous way of sharing life events and news with others. Facebook and Twitter are both aggressively pushing videos both as marketing and a sharing tool. By allowing users to record and broadcast their own videos via mobile cameras the companies are challenging the popular notion that videos need to be shot professionally. The popularity of live videos is likely to increase in the coming years. In fact, Cisco forecasts that three fourths of the world’s mobile data traffic will be video by 2020. A live feature can increase user engagement tremendously, since it encourages users to log on to the platform at a certain time and for a certain duration to witness the entire event live. If Twitter is able to increase the number of users sharing live videos on its platform, this should have a positive impact on its user engagement levels. According to our estimates, the number of timeline views per U.S. monthly active user for Twitter will increase gradually from around 200,000 in 2016 to 209,000 by the end of our forecast period.
This metric is a key driver of Twitter’s valuation and a significant change in the number of timeline views can have a material impact on our price estimate for the company. For instance, there can be a nearly 20% upside to our price estimate if these views increase rapidly and reach nearly 300,000 by the end of our forecast period.
Twitter is struggling to gain users and increase their engagement on its platform, which in turn impact advertising revenues of the company. The popularity of live videos is a trend the company can tap into to increase user engagement. While this might potentially mean the end of Periscope, integrating this feature with the Twitter app is a logical decision that can simplify broadcasting videos on its platform. However, whether this will increase user engagement remains to be seen, given that Facebook and Instagram (with a larger user base) both offer similar feature and compete directly with Twitter.
A number of Virgin Media customers could be left with crawling – or possibly no internet connection at all over Christmas and New Year, following a technical glitch affecting parts of the country.
The multimedia network recently hiked prices for the third time this year to invest in a “bigger and better than ever before” service, – however the outage could leave hundreds of customers out of service until January 18th 2017, according to a Daily Star report.
A connection issue means some Virgin Media broadband users in south west London are suffering broadband blackouts, according to a statement, with users on social media reporting their internet dropping out every evening – with many unable to get back online until the early hours of the morning.
However, on Twitter, it would seem customers all over the country are experiencing issues – with many complaining about sluggish speeds or no connection altogether.
A Virgin Media spokesperson said: “We are aware of an issue affecting some customers’ broadband services in the Twickenham area and are working hard to resolve it as quickly as possible. We apologise to customers for any inconvenience experienced”.
In another statement last week, the firm acknowledged issues for those connecting to the web via Windows 10 which it says has now been resolved , but customers have said that they’re having to wait “weeks” for engineers to solve the problem.
Despite the outage, an Ofcom report released today, named Virgin Media as one of the best broadband providers for customer satisfaction, with Plusnet and BT top of the list for complaints.
In a statement, the regulator said: “We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers.
“If companies let their customers down, we will step in and investigate, which can lead to significant fines.”
Can I cancel my Virgin Media subscription?
Poor service from Virgin Media – or anyone else for that matter – may well be a good enough reason to cancel without charges.
“Just like consumers are required to meet monthly payments, providers are obliged to deliver the service you pay for,” explains Dan Howdle, telecoms expert at broadband deal comparison site Cable.co.uk.
“Failure to do this is breach of contract on their side. Read through your contract to be sure of your position, then contact your provider to formally complain.”
Ewan Taylor-Gibson, broadband expert at uSwitch.com adds: “You should have been given a guaranteed minimum speed when you signed up to your contract. If you aren’t receiving this minimum speed then let your provider know and if they are unable to fix this you may be able to leave without penalty.
According to regulator Ofcom, customers can cancel their subscription if the minimum speed requirements are not met – and aren’t resolved. But, you must raise the case with your provider first – and give them a chance to rectify the issue.
The Code of Practice states:
Internet service providers (ISPs) must be prepared to manage customers’ problems when they report that they are not receiving the speeds that they had expected to receive when they purchased the broadband service.
As soon as possible after the problem is logged as a technical fault, the ISP must tell the customer their minimum guaranteed access line speed and explain that if the technical fault cannot be fixed then the customer will have the opportunity to leave their contract immediately and without any penalty.
If, following notification of the fault to the ISP, the ISP has taken all reasonable steps to ensure the fault is corrected (including those set out above), and the customer has implemented the measures advised by the ISP but continues to receive an access line speed below the minimum guaranteed access line speed then the ISP must offer the customer the opportunity to leave their contract immediately, and without penalty.
An Ofcom spokesperson said: “We expect providers, when faults and problems occur, to rectify the issue as swiftly as possible and with minimum inconvenience to the customer.
“We are working to put rules in place to ensure people and businesses automatically receive compensation when things go wrong with their communications services.
“In the meantime, should a customer wish to complain about a fault or how long their provider is taking to rectify it, they should complain to Virgin Media and follow its formal complaints procedure.
“If they exhaust this process and remain unhappy, they have a right to have the matter considered by a dispute resolution scheme – in Virgin Media’s case, CISAS. The scheme will consider the case and reach an impartial judgment.”
Can I get compensation for the inconvenience?
James Walker, founder of free complaint resolution service Resolver says: “You aren’t automatically entitled to a refund or compensation for a short drop in service, but the company might agree to do so if you explain the impact on you.”
Here are Resolver’s top tips to dealing with the outage:
– Find out the scale of the problem: Virgin have reported problems in different parts of the country with its broadband service. But that doesn’t mean that everyone will be affected in the same way. Some people had their service reconnected after a few hours, while others may be waiting longer. If you’re affected, get in touch with Virgin Media straight away. If you can’t call them, then make a note of when you lost the signal for future reference.
– If the loss of service was short term: Contact Virgin when your system is working again. If you can’t face phoning, use the option to talk to a customer service person online or send them a tweet. Have a think about the impact on you for the loss of service and tell them about it – and what you want to sort things out.
– If the loss of service is long term: Canceling a contract mid-way through isn’t always easy. Most contracts will have a minimum term (a year to two years) which you agree to when you sign up. You also usually have to give 30 days’ notice too. However, if you’re being told that the business isn’t able to provide you with the service you’re paying for, you might be able to exit the contract with the fees waived. Stay calm, explain why you’re unhappy and ask them what they’re willing to do. You can find out more in Resolver’s consumer guides for broadband customers.
Source – http://www.msn.com/en-gb/money/technology/virgin-media-blackout-as-customers-warned-they-could-be-without-broadband-until-january-2017-your-rights-to-cancel-explained/ar-BBxn5Zv?li=BBoPOOl&ocid=UE07DHP
Keyline provides Virtual Freephone 0800 Business Telephone Numbers free of all service charges during year one, you only pay for your calls.
In year two we will request a monthly service charge of £5 in addition to your call costs.
Call Keyline UK Customer Services today on Freephone 0800 077 6311 or Email email@example.com for your Freephone 0800 Number (s)
When you’ve worked hard to get your business started up, the last thing you need is for your company to start losing money because your customers are put off by an expensive telephone number, or through missed telephone calls.
A virtual business telephone system is the ideal way to solve these issues as it will provide a cheap, reliable and professional way for your customers to contact you. Introducing a Freephone 0800 number will enable your customers to call your company as many times as they wish, without the worry of how much the calls are costing.
All 0800 numbers can be re-directed to a either a landline or a mobile or as a ” Hunt Group ”
How do free 0800 numbers work?
An 0800 number allows customers to contact a company directly without any cost to them. The costs for the calls can be bundled into a monthly package, much like a mobile phone contract, except you are paying for incoming minutes. The number can be re-directed to either a landline or mobile of your choice, with the peace of mind that the number can be changed easily by you via your own secure online web portal so new phones or office moves will no longer have an impact on your contact information.
Research suggests that providing an 0800 number to your customers can increase enquiries by as much as 175%, so it can be well worth the small investment.
How does your business benefit?
A professional business phone number will give your customers confidence, as this implies that your company is a large, renowned and well-established organisation.
Along with the number, your new non-geographic phone number will feature a complete call management package. This will include:
Introducing a professional voicemail system will mean that even if you are not available to answer any calls, the caller will be greeted by a voicemail message that is unique to your company. Any voicemails can be listened to remotely, or delivered to your email inbox as an audio file in real time.
… Welcome message
When someone calls your business number they will be greeted by a welcome message, which can be personalised to your company.
An auto-attendant will allow your customers to be forwarded to the correct person or department, this will bring an end to time spent answering calls that were meant for a different person or office.
A fax-to-email service will mean any communications via fax are delivered straight to an email address of your choice as a file attachment. This can then be stored electronically, without the need to waste paper and time scanning documents to your computer.
In addition to all of the above, you can gain access to call statistics and call recording. You can listen back to any calls made on your system, and view call logs which contain information such as how long calls are lasting. All of which will significantly increase your company’s level of customer service.
Keyline is a leading specialist in call management services and non-geographic virtual business telephone numbers operating from three UK sites and one in Dublin.
Telecoms regulator Ofcom has ordered BT to separate legally from its Openreach division, which runs the UK’s broadband infrastructure.
Openreach should become a distinct company within the BT group, the regulator said.
BT had not voluntarily addressed competition concerns Ofcom laid out in July, it said.
However, BT said its proposals were “fair and sustainable”, and that it would continue negotiating with Ofcom.
The regulator said it was preparing a formal notification to the European Commission to start the separation process.
Ofcom has resisted calls to split Openreach off entirely, which telecoms rivals have sought.
Ofcom said BT had not gone far enough to address its concerns about BT’s ability to favour its retail business when making investment decisions in Openreach.
It wants Openreach to become a distinct company with its own board, with non-executives and a chairperson not affiliated with BT. It also wants Openreach to have control over its branding and budget allocation.
Openreach would also have a duty to treat all of its customers equally, the regulator said.
On Monday, BT had appointed Mike McTighe – who was on the board of Ofcom between 2007 and 2015 – as the first chairman of Openreach.
BT said in a statement: “We put forward proposals in July that we believe are fair and sustainable, and that meet Ofcom’s objectives without disproportionate costs.
“We are implementing these proposals, and have just appointed Mike McTighe to be the first chairman of Openreach. We are in discussions with Ofcom on two outstanding issues, the reporting line of the Openreach chief executive and the form of legal incorporation.
“We will continue to work with Ofcom to reach a voluntary settlement that is good for customers, shareholders, employees, pensioners and investment in the UK’s digital future.”
The Department for Culture, Media and Sport said Openreach “needs to offer genuinely fair and equal access to the country’s telecoms infrastructure to BT’s competitors” and that it supported Ofcom action to achieve this.
Analysis: Dominic O’Connell, Today programme business presenter
BT’s rivals, including Sky and Talk Talk, had complained bitterly about the service they received from Openreach, saying it charged too much for the use of broadband lines and was unresponsive to their demands. They wanted a full break-up of BT, with Openreach being turned into a separate company.
Ofcom has come some of the way, with Openreach now to become a legally separate entity, with its own independent board. But crucially it will still be owned by BT. Telecoms experts say the devil will be in the detail – how much control will BT be able to exert over Openreach under the new structure?
Sky and Talk Talk will be watching for any signs of too much influence – but if BT has no say at all over Openreach, it may in the end decide to break itself up anyway.
BT shares wobbled in early trading, losing 1.5% at first before recovering to trade higher by 0.5%.
Dido Harding, the chief executive of TalkTalk, told the BBC that “consumers and businesses across the country are completely fed-up that their broadband doesn’t work”.
She said the Ofcom action was “a small step in the right direction” but that “even this complicated legal separation is one that BT Group has been fiercely resisting,” she said.
BT rival Sky said: “Let’s not forget why we are here – BT Openreach has continued to fail consumers… We will now watch closely as to how Ofcom executes its proposals.”
Vodafone said: “We believe Openreach should be separated from BT as soon as possible so BT’s customers and other providers can be better protected from… excessive charges,” it said.
BT has in the past rejected Vodafone claims that BT charges too much for regulated wholesale broadband services.
Alex Neill of consumer group Which? said that “millions of people have suffered woeful levels of service from Openreach” and said the separation must happen quickly so customers “really do get faster, more reliable broadband”.
Despite the appointment, the BBC understands that Ofcom is still concerned that – against its wishes – Openreach chief executive Clive Selley will continue to report directly to BT Group chief executive Gavin Patterson.
Ofcom is also concerned that Openreach will not end up in control of its own assets and cash, and that it may not be able to consult confidentially with customers such as Sky and TalkTalk.
The BBC understands that BT is concerned that transferring Openreach assets and cash will incur costs that would take away from investment in broadband infrastructure.
Kester Mann, an analyst at CCS Insight, said: “Today’s news shows that Ofcom remains hugely concerned over BT’s ability to satisfy its competition concerns.
“It again highlights clear flaws in the existing Openreach model and a worry that UK broadband deployment could be restricted without serious change.”
He said BT’s rivals could criticise Ofcom for not pushing for structural separation, but they should see Ofcom’s efforts to engage with the European Commission as “a partial victory”.
Managing Director – Keyline Telephony
As well as processing automated IVR payments, the Keyline Telepay system can be integrated with your back office systems.
Keyline Telepay can be configured to validate account numbers, look up outstanding balances and read these out to card holders prior to payment.
Payment results can also be posted into your back office systems to mark invoices as paid or reduce outstanding balances.
Payment information is available to your staff as soon as the payments have completed.
This can be accessed by using our Telepay Portal.
This can be used to obtain transaction reports and process refunds
Full information : www.keyline.com
Telecoms regulator Ofcom has launched a review of landline-only rental prices after concerns that people may not be getting value for money.
It said landline prices have risen by up to 41% in real terms since 2010, while wholesale prices have fallen by a quarter.
The rise in rental prices particularly affects those who rely on landlines, such as the elderly, Ofcom said.
The review will decide whether measures are needed to protect them.
The worst offenders are Sky, which has raised landline prices by 41% in real terms over the last six years, and Virgin Media, which has raised prices by 38%.
In response, Virgin Media said it would freeze landline charges for its elderly and disabled customers from January 2017.
Jonathan Oxley, Ofcom’s competition group director, said: “Our evidence shows that landline providers have been raising the price of line rental, even as their costs have been coming down.
“We’re particularly concerned for older and vulnerable customers, who rely on their landline and are less likely to change provider. So we’re reviewing this market to ensure these customers are protected and getting value for money.”
The most expensive provider for landline-only services is currently Virgin Media, at £19 a month, followed by BT at £18.99, according to Ofcom.
All in all it’s thought around 10% of households in the UK do not have broadband or television packages.
As a result some two million homes rely on landlines or mobiles. Around a million are completely dependent on landlines.
Digital minister Matt Hancock said, “It cannot be right that these customers are paying over the odds and I am pleased that Ofcom is taking action on this important issue.
“The government is clear that action should be taken where consumers are not getting a good deal, which is why we are launching a Green Paper next year to examine markets which are not working fairly.”
Ofcom has been tracking landline rental prices for some time, and has concerns that competition is not working as effectively as it could in the market, an Ofcom spokeswoman said.
Its review will look at whether any one provider has significant power, she said.
Ofcom does not have competition concerns about the market for bundling services such as broadband, pay-TV and landline rental together.
NEW WEBSITE LAUNCHED!!