Your customer calls are the lifeblood of your business and telemarketing numbers are an essential part of any business’s customer contact strategy. eircom’s wide range of customer contact numbers and advanced services help you to interact with your customers easily, efficiently and in a cost-effective way.

1. eircom Voice Services
Your complete voice solutions provider

2. 2 eircom Voice Services eircom Voice Services 3
Introduction to Voice Services
A one-stop-shop for your business Small to medium enterprises Large corporate and government “Our relationship with eircom is
voice services excellent. Not only have they helped
us realise significant cost savings, their
If you’re looking for a reliable, flexible and cost We know how challenging business can be For large and complex business requirements,
reliability and accountability is second
effective business voice solution, look no further right now. If you’re a small to medium sized eircom has a team of experienced professionals
to none. If we chose to implement any
than eircom. As Ireland’s longest established enterprise, eircom can help you to find the right who have the expertise to customise a voice
solution specifically around your business needs.
new technology for voice and data
and leading voice services provider, eircom is the voice service and package to fit your needs,
provider you can trust when it comes to your As your trusted partner, we can help your in the future, eircom would be the
providing features which can enhance your
important business services. We have extensive business experience, while driving much-needed organisation to achieve benefits like increased provider we’d choose”.
experience in designing, building and managing cost efficiencies. productivity, while at the same time reducing
Declan Cummins,
voice solutions for companies of all sizes, and costs and business risks.
Head of IT, HSBC Ireland
are the provider of choice in Ireland for everyone
from small businesses right up to the largest
corporate and government organisations.
View case study
http://www.eircomforbusiness.com/customers/
view-doc/hsbc

3. 4 eircom Voice Services eircom Voice Services 5
Our Voice Services range from traditional access As well as designing, building and managing
lines and call plans, to complex VPN (Virtual business voice solutions, we offer an extensive
Private Network) and VoIP services. Whatever range of Voice Equipment Solutions from
your voice requirements, eircom has a solution leading industry vendors such as Avaya,
to meet your needs. Cisco and Siemens, to meet all your
voice requirements.
With our Next Generation Intelligent Voice Network
Our Voice Services we can provide a wide range of advanced Voice
Services, making eircom the obvious choice for
Our Unified Communications solutions from
key industry partners including Microsoft, Cisco
Core, Advanced and Total all your business communication needs. Our VPN and Avaya, can integrate all of your company’s
Communications Solutions Service provides high usage, multi-site customers
with a feature-rich method of “linking” all their
existing communication and collaboration
networks in a way that can completely
locations together delivering all of the benefits transform business performance.
of a private voice network without the upfront
investment. Our Conferencing Services can greatly enhance
communication within your company and we
Our suite of Telemarketing Services offers you have options to suit companies of all sizes.
advanced routing capabilities, which can help
you optimise your customer contact strategy We offer a wide range of Contact Centre
and help to ensure no customer call goes Solutions which can improve the experience of
unanswered. your customers and boost the productivity of
your workforce.
Our Total Communications Solutions include
Voice Equipment, Unified Communications,
Conferencing and Contact Centres.

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Your complete voice solutions providerer
eircom is the only voice services provider who can deliver all of your business voice requirements so
why look any further when you can get everything you need in one place in a cost-effective way.
Ireland’s most reliable and extensive voice can work with you to advise, design, install,
network monitor and manage your complete business
voice solution. Our Certified Professionals bring
Our Advanced Voice Services are delivered over experience, expertise, knowledge and objectivity
Ireland’s leading next generation intelligent voice to any organisation, all structured within a tried
network, providing businesses with the most and tested solution delivery methodology. Our
reliable and far-reaching service in the country, managed services team is always on hand to
combined with the most advanced capability. provide ongoing support and management of
Our Voice Network cannot be paralleled by any your solution once it is in place.
other provider in Ireland so why not do what the
majority of businesses in Ireland do and - • Our Customer Response Centre and
choose eircom. Customer Network Management Centres
are the largest and the most advanced
management facilities in the country.
A tailored voice solution for your business
• Our centres are manned by experienced,
Whatever size your company and whatever certified engineers 24/7, who uphold SLAs Contents and quick links
your unique voice requirements, our dedicated and manage the process end to end.
account managers and pre-sales engineers will We have the largest engineering force in the Core Voice Services: Total Communications Solutions:
work with you to fully understand your business country with the highest number of partner Voice Access Lines Voice Equipment Solutions
needs before offering the most comprehensive certifications. Business Voice Plans Unified Communications
and cost-effective voice solution, customised to Conferencing Services
your individual requirements and fully tailored • Our nationwide field engineering team
Advanced Voice Services: Contact Centre Solutions
for your business. has a broad range of product capabilities.
VPN (Virtual Private Network)
They are on-site when needed for hardware
Business IP Voice & Voice Trunking Industry Partners
Advise, deliver, maintain replacement, system configuration or
Telemarketing Services Why Choose eircom?
troubleshooting.
International Freefone Services Service and Support
Our professional services team delivers Premium Rate Services Contact Us
• Our expert engineers conduct on-site reviews
end-to-end business solutions, bringing a
of your network performance to help you
fresh, independent and trusted perspective to
plan your future requirements.
your business and technology challenges. We

5. 8 eircom Voice Services eircom Voice Services 9
Core Voice Services
Voice Access Lines
Business Voice Plans

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Core Voice Services
Voice Access Lines We offer the complete range of access Service you can count on “I felt we would get more from
options for voice, which include: working with eircom. It reduces the
Your company’s voice Access Lines are the most We also offer a full range of Service Level
number of providers I need to deal
fundamental element of your business voice PSTN Lines Agreements across your Fractional and Primary
service. With eircom, Ireland’s leading voice Rate line types providing you with clear, reliable with. If I have any issue regarding
Suitable for small offices or branch sites.
services provider, you get the peace of mind of and guaranteed levels of service around your voice, It’s just my eircom account
Basic Rate manager I need to ring.”
knowing that your company’s voice service is critical voice services. 24X7X365 fault reporting
Provides 2 ISDN voice channels and is suitable
delivered over Ireland’s largest, most reliable and is available with all SLAs; depending on the level
for small offices or branch sites. Roger Turner,
most extensive access network. of service and availability you require, we have
Senior IT Manager Ireland/EMEA,
Fractional Rate an option to suit you. Full SLA information is
Microsoft Ireland
Provides 16 ISDN voice channels and is ideal for available from your account manager
larger sites and gives the ability to flexibly add on request.
additional channels if needed.
Switching to eircom couldn’t be easier and we View case study
Primary Rate can work with you to provide tailored solutions http://www.eircomforbusiness.com/customers/
Provides 30 ISDN voice channels and is ideal for for your unique business requirements. view-doc/microsoft_ireland_case_study
large sites or HQ’s.

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Business Voice Plans Talktime for Business Inclusive “We chose eircom as we were
confident of their ability to help us
At eircom our voice plans are designed around eircom’s Talktime for Business offers great eircom Inclusive offers flexibility and savings
achieve the maximum return on our
your business. Our dedicated account managers savings on your business calls, as well as the for your business calls. This tailored discount
work with you to assess your requirements scheme takes both outbound and Freefone calls
technology investment. Their in-depth
flexibility to customise your package with
and tailor our plans to suit your company’s optional add-ons and the freedom to tailor the into account and automatically moves you to knowledge of our business challenges
needs. Our insights and solutions can help your package around the types of calls you the best level of savings each month – so the supports our belief in cutting-edge
business to run more effectively and efficiently. make most. more you spend, the more discount you enjoy. technology as a driver of value
creation within the business.”
We offer a range of business voice plans for Multiline Value Plan
companies of all sizes, which provide unique Brian Nealon,
discounts based on your company’s overall eircom’s Multiline Value Plan helps you stay IT Director,
spend and can be adapted to meet your in control of your business call costs, with a Cuisine de France
business needs. monthly call bundle at a fixed price that can be
spread across as many lines as you like.
View case study
http://www.eircomforbusiness.com/customers/
view-doc/cuisine_de_france

8. 14 eircom Voice Services eircom Voice Services 15
Advanced Voice Services
VPN (Virtual Private Network)
Business IP Voice and Voice Trunking
Telemarketing Services
International Freefone Services
Premium Rate Services

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Advanced Voice Services
VPN Services Business IP Voice and Voice Trunking At a time when everyone is under pressure to do Telemarketing Services
more with less, this service can maximise your
If your company is spread across multiple Simplify your telecoms infrastructure with company’s communication network, enabling We know how important it is for your customers
locations our VPN (Virtual Private Network) eircom’s flagship VoIP service. you to access great value business calls over to be able to contact you easily, efficiently and
services enable you to link all of those locations your data infrastructure. It is also ideal for cost-effectively and we offer a wide range of
together over eircom’s public network and enjoy For customers who are ready to converge customer contact numbers and services to help
connecting offices in different locations and for
all of the features and benefits of a private their voice and data services onto a common them do this.
remote workers.
network, like on-net calling and short code infrastructure, our VoIP (Voice over Internet
dialing, for a far lower cost. This service is fully Protocol) service provides you with a quality- Choose from a range of call types
VoIP tailored to your company’s unique
managed by eircom and you can easily add or assured Voice Service, with all the features you
would expect from a PSTN service and more. requirements You can choose from a range of call types to
remove locations, as your business
Delivered on our proven nationwide Next suit your needs; from 1800/ Freefone, where
requirements change.
Generation IP Network, both H323 and SIP Our dedicated account managers work with you you pick up the full cost of the call, to 1850/
protocols are supported. to provide a service that’s perfectly tailored to Callsave or 1890/LoCall, where the cost is
suit your company’s unique requirements and shared between both you and your caller.
our experienced delivery project managers make
the transition smooth and easy.

10. 18 eircom Voice Services eircom Voice Services 19
Customise your service with our Advanced Putting you in control with International Freefone Services Premium Rate Services
Routing features the eircom Voice Portal
For global companies with a multinational eircom’s Premium Rate Services offer a way
We also offer a range of additional advanced A self-service portal that helps you to manage presence we also offer a wide range of Freefone of generating substantial revenues for your
routing features to help you manage customer and control your voice services, allowing you numbers from an extensive list of international business by providing numbers that charge
calls more efficiently and cost-effectively. to make changes to any of your routing plans locations. Powerful call routing technology a premium for your valuable information,
“on the fly”. This enables you to react in handles calls based on business rules you define, entertainment, consultancy or product support.
Our Advanced Routing Services include features real-time to your changing business needs. A ensuring your callers are directed to the part Identified by the prefix 15XX, these services can
like origin dependent routing, where calls can powerful reporting capability is also available of your business best suited to deal with their be provided at a cost per minute or per call to
be answered at the location closest to the from the eircom voice portal, providing you with enquiry. Improve customer service for your your callers, depending on the number type you
caller, time dependent routing, which enables a full suite of reports, which gives you all the clients worldwide, centralise your administrative require, at no cost to you.
calls to be answered at the location with the information you need for your telemarketing functions and reduce costs all with eircom’s
best resources at a particular time, percentage services. International Freefone Services.
routing, which directs different amounts of calls
These services are powered by Ireland’s most
to different locations, re-route on busy or
advanced next generation intelligent network and
re-route on no reply, which re-routes calls to an
can be tailored to your business requirements.
available agent to ensure that no call
goes unanswered.

11. 20 eircom Voice Services eircom Voice Services 21
Total Communications Solutions
Voice Equipment Solutions
Unified Communications
Conferencing Services
Contact Centre Solutions

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Total Communications Solutions
Voice Equipment Solutions Unified Communications Conferencing Services Our suite of Conferencing Services offers audio,
web and virtual events and includes:
eircom has extensive expertise in designing, Our Unified Communications solutions can eircom’s Conferencing Solutions offer the ideal
building and managing standard Telephony and integrate all of your company’s existing opportunity to cut your company’s costs and • Global Meet Audio and Audio Attended
IP Telephony (IPT) solutions. We offer a broad communication and collaboration networks in increase productivity, all at the same time. • Global Meet Web
range of phone systems from Cisco, Avaya, a way that can completely transform business • iMeet
Siemens and other leading brands, suitable for performance. Regardless what size your company, there are
options to suit, ranging from top-of-the range • Cisco webex
all sizes of companies.
However large or small your company, we immersive full room video conferencing systems • Other web conferencing services and
Leveraging on our deep relationships with can offer a wide range of tailored solutions with life-size screens to more affordable and auxiliary services
leading vendors, we can help you to derive to suit your unique requirements, enabling portable web conferencing solutions.
We can provide everything from desktop video
multiple business benefits from voice services the people in your company to work and
right up to full telepresence suites and we can
with our solutions for telephony, messaging, communicate from wherever they are, on
integrate this technology seamlessly with your
telephony cost management, voice recording, whatever communication device suits them best,
existing infrastructure. Our dedicated project
contact centre, branch office and remote worker, enhancing productivity and efficiency, while
delivery managers will ensure that the transition
workforce management and optimisation. saving money.
runs smoothly.
Visit www.eircomictdirect.ie to buy voice
equipment online from eircom.

13. 24 eircom Voice Services eircom Voice Services 25
Contact Centre Solutions We offer customised Contact Centre Solutions Hosted Contact Centre Solutions Contact Centre Consulting
for companies of all sizes and can help you to This service offers a monthly price for call centre Assess your company’s ongoing requirements
At eircom we offer a wide range of Contact transform your business with our wide range of equipment. and plan a tailormade solution.
Centre Solutions that can enhance the products and services.
experience of your customers by enabling you Quality and Recording Solutions Reporting and Monitoring
to answer calls more quickly, respond to queries eircom’s Contact Centre portfolio includes: Record and anaylse calls for compliance, Provide customised reports on call types
more efficiently and tailor your marketing to suit marketing and training purposes. and volumes.
their preferences, as well as reducing internal Multi-Media Contact Centre
operating costs and boosting the productivity of Enables you to respond to your customers Workforce Optimisation Solutions
your workforce. however they choose to contact you. Identify the optimum number of agents and skill
sets required at all times.
We work with leading technology partners Interactive Voice Response (IVR)
including Avaya, Cisco, Microsoft, Nice and Offers automated access to key company
Outbound Dialling Solutions
Verint to bring our customers the very latest information.
Identify the best times to make outbound calls.
contact centre innovations.
(Predictive, progressive preview)
Social Media Monitoring and Integration
Enables you to track and respond to comments
on social media in a timely fashion.

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eircom has the widest portfolio of ICT eircom is an Avaya Gold Partner, and has over
equipment from leading brands including twenty five years experience with Avaya in
CISCO, Avaya, Fortinet, RSA Security, McAfee, Ireland. eircom is joint service delivery (JSD)
NICE, Siemens, DataSquirt, Orange Business certified and Avaya data certified. eircom’s
Services, Verint and Plantronics. experienced staff are capable of delivering
end-to-end projects throughout Ireland and do
Our people are the best, most experienced and not need to access third party resources, saving
Industry Partners
qualified in the industry to serve your needs. our customers’ time and additional cost.
eircom has the proven capability to design and
deploy any ICT Equipment Solution in Ireland
and on a global basis.
eircom is a Cisco Gold Partner, one of only three
in Ireland, which means that we can offer the
most competitive prices for Cisco solutions. We
also have unmatched expertise and credentials
with Cisco solutions.
eircom won two prestigious awards in March
2012 at the Cisco Annual Partner Awards in
Dublin – Borderless Networks Partner of the Year eircom is a certified Siemens partner
and Cisco Gold Partner of the Year Award. providing Contact Centre Solutions, Unified
Communications and Voice Solutions to suit
every kind and size of company.
eircom also has Gold Partner status with NICE,
and Tandberg (now part of Cisco).

15. 28 eircom Voice Services eircom Voice Services 29
A unique end-to-end “The potential for cost savings was
Voice Solution the main driver behind our decision to
adopt VOIP, with such a large volume
eircom is the only voice service provider
of outgoing phone calls, any reduction
in Ireland who can offer a total Voice and
Data Solution for your business. Our experts would be a sizeable one.”
can evaluate, design, deliver and manage a
Why eircom? complete Voice Solutions package tailored to
Jose De Freitas,
Chief Engineer, TV3
your company’s unique requirements.
View video and case study
An unrivalled track record http://www.eircomforbusiness.com/images/
uploads/eircom_TV3_Voice_Over_IP.pdf
eircom is the company trusted by more Irish
businesses and organisations than any other
to deliver and manage their voice services.
When you choose eircom as your voice “We were impressed with eircom’s
services partner you are not only guaranteed technical expertise and support
outstanding products and service, you also get capabilities. We felt that they would
the peace of mind that comes with knowing provide us with a technology solution,
that you’re working with Ireland’s leading voice which would deliver commercial and
services provider. technical flexibility.”
Industry experts John Mullins,
Chief Executive Officer,
Our people are some of the best in the business Bord Gais
so you know you’re in good hands. Our Voice
Solutions experts are industry leaders who can View video and case study
provide innovative solutions for your business, http://www.eircomforbusiness.com/customers/
our dedicated account managers deliver a view-doc/bord_gais_case_study
personalised service and we have Ireland’s
largest specialist team of project managers,
architects and engineers. Our longstanding
relationships with leading industry partners
like Cisco, Avaya and other leading brands,
mean that we can bring you the very latest
voice technology innovations as and when they
happen.

16. 30 eircom Voice Services eircom Voice Services 31
24x7x365 Customer Service “During the first three months
following the migration of all voice
At eircom we understand just how important an calls to IP, we have seen a saving of
uninterrupted voice service is to your business 29% on our phone bill, compared to
and how essential it is to avoid any downtime,
ISDN. Looking for ways to make cost
which is why our service team are on call 24
savings is one of our key objectives
Service and Support hours a day, 7 days a week, 365 days a year. We
offer a range of Business SLAs, providing peace
and with eircom IP networking we
of mind for your business. have achieved significant reductions in
our telecoms costs.”
Declan Cummins
A reputation for outstanding
Head of IT,
service
HSBC Ireland
At eircom we have a reputation for outstanding http://www.eircomforbusiness.com/images/
customer service and you can be assured of uploads/EDC_HSBC.pdf
service and support that’s second to none. Based
in Ireland, our highly skilled engineering team
is the largest of its kind in the country and has
the experience to deal with any issues you may
“Good account managers not only
have, quickly and efficiently.
save me time, which of course saves
money, but also they do take on the
role of being a trusted advisor to me
in their area of specialty. This is a
commercial world, and like a lot of
people I have to do the same or more
this year with fewer resources. It’s vital
to find people who are good partners
to work with, and that’s what we get
from eircom.”
Roger Turner,
Senior IT Manager Ireland/EMEA
Microsoft
http://www.eircomforbusiness.com/images/
uploads/eircom_Microsoft_Voice_Over_IP.pdf

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18. Get in touch
To find out how eircom Voice Services can benefit your business,
please contact your eircom account manager or call 1800 400 200.
www.eircomforbusiness.ie