Opal Telecom Solutions

Turning Telecoms on its Head

Through a multi-million pound investment in technology, Opal is a major player in the delivery of business-focused telecom solutions at the forefront of the new communications era.

• Opal is one of the UK’s largest telecom network operators and is a wholly owned subsidiary of the Carphone Warehouse Group plc

• Our business customer base currently stands at 100,000

• 800+ employees

• 10+ offices nationwide

Opal offers voice services primarily to Corporate and SME markets in the UK and has expanded rapidly since its acquisition by the Carphone Warehouse in 2002. Opal owns, controls and develops its own services including one of the largest IVR platforms in the UK. It is also the network operator for Carphone Warehouse’s residential TalkTalk service. By the end of this year, Opal expects to increase capacity to more than 2 billion minutes of voice traffic each month and to have 12 switches located across the UK.

We lead the way in moving the entire concept of business telecoms from hardware-based applications to network-based services.

We offer managed solutions for all your business Landline and Mobile needs:

Improve your capability - Opal's telecoms services are designed to provide convenience for both you and your customers.

Increase your efficiency - Opal ensures a higher level of service quality and efficiency, with no capital expenditure.

Landline services

All our services are provided from within Opal's own national network, so you will benefit from:

Rapid set-up - no new hardware required, which means smaller businesses can afford the majority of Opal services.

Free, pro-active maintenance - you can be confident that the Opal services you select for your business will be fully future-proof because they are maintained remotely by Opal and will always be up-to-date as your particular requirements change.

Free, instant upgrades - Opal services are highly scaleable and can be used on a ‘pay as you go’ basis.

Free service management - secure, web-based administration of all services.

Assured Quality
Call Select is Opal's core service. Once you're up and running with Call Select you can access the full range of Opal services. Whilst Opal does not seek to compete with the 'cheap and cheerful' low-cost call providers, you'll find that we offer keenly competitive call rates in comparison to BT.

Phone lines: Opal in-line

In addition to making cheaper calls, you can also benefit from switching your line rental supplier to Opal. Businesses all sizes can benefit from a complete, convenient line rental package that can save you up to 10% off your normal charges.

Outgoing call services

Network Dialler

Opal Network Dialler is a network-based dialling system that provides Preview, Progressive and Predictive dialling to enable call centres to increase call rates and improve their agents' talk time. Once your agents have worked through a campaign, Opal Network Dialler provides them with a list of numbers that were either busy or didn't answer the first time around.

Call filtering

Opal Datagard is the sure way to ensure legal compliance with the Telephone Preference Service (TPS) register and Fax Preference Service (FPS) when you run a phone or fax campaign.

Call recording - For SME's, call centres, large corporations

Opal Replay is a call recording service that records telephone calls within Opal's national network. You are able to access your recorded calls via a secure website-based search tool. Call recording files can be played via a PC, downloaded for archiving or sent as e-mail attachments.

Incoming call management - For SME's, call centres, large corporations

Number translation services

Win more business via a free or low-cost 'national' number. Opal's Number Translation Services encourage potential customers to call you via a free or low-cost national number (e.g. 0800, 0845, 0870 etc.). In addition, these calls can be automatically re-directed according to pre-determined criteria

Advanced incoming call management - For SME's, call centres, large corporations

Auto attendant with Queue Manager

Opal’s Auto Attendant service is an automated call answering, queuing and messaging service that instantly improves the flow of communication across your entire business. Directing customers to the department or person of their choice, our virtual switchboard service ensures all calls are answered in a fast, efficient and professional manner at all times of day, and is ideal for busy offices.

Queue manager

Manage a large quantity of simultaneous calls by placing callers in a queue. Opal Queue Manager queues calls and in the Opal network delivers them when lines are free. Callers are regularly advised of their position in the queue.

Record voice announcement

Opal Recorded Voice Announcement lets you set up and host pre-recorded information services.

Call pre-screening

Opal Call Screening enables callers to choose options about the nature of their call, and then routes their call to the most appropriate number or department.

Store locator

Opal Store Locator routes customer calls to the most appropriate person, branch, office, service or source of information. By examining the CLI (Calling Line Identity) of the inbound call, Store Locator can establish which part of the UK the call is from and route it directly to the nearest store, ensuring that your customers receive the most efficient service possible.

Data capture

Opal Data Capture enables you to avoid missing vital sales enquiries. The service lets you set up a series of questions that your customers respond to by leaving voice clippings on Opal's IVR system. For example, callers responding to a competition may leave their name, address and telephone number as well as their answers; you can then retrieve this information when convenient. A widely used facility for easy, convenient brochure ordering, Opal Data Capture is easily incorporated into bespoke IVR services.

Speech recognition

Opal can provide a range of bespoke services based on IVR (Interactive Voice Response) and speech recognition technology

Call care

Vital statistics to monitor call centre activity One of the most sophisticated management reporting products available today, Opal Call Care enables you to examine exactly what is happening to your call traffic on a regular basis. Call data is updated every 15 minutes, giving your Call Centre Manager the ability to quickly monitor the performance of the team and act upon it. Opal Call Care is available free of charge to all Opal non-geographic number users.

Mobile & Wireless

Opal can now offer you the complete Wireless Voice and Data Solution for your business Does your business require unrivalled access to network coverage, competitive tariffs and high quality products? As an integral part of the Carphone Warehouse Group Plc - Opal’s parent company - you can benefit from our superb knowledge and delivery of airtime and wireless solutions to businesses of any size. With Opal you’ll enjoy the best quality range of handsets, in-car solutions and data applications available for today’s modern business user.

For further information on any of the above products and services from Opal, please contact us at 0800 083 8000, e-mail enquiries@opaltelecom.co.uk or visit our website www.opaltelecom.co.uk.