2. 2PAGE
Star Telecom is a SIP Trunking provider based in Toronto, Canada. Our SIP Trunking service is designed
to address the complex telecommunications needs of contact centers and enterprises. Star Telecom was
established in March of 2008 by a team of highly experienced telecommunications and contact centers
solutions specialists who recognized that the Canadian contact centre industry is not being adequately
serviced by the incumbent carriers.
Our expertise in the contact centre space is built upon our involvment in the industry spanning over two
decades, the number of contact centre implementations we run and the number of calls we route for
contact centres (over 30 million per month as of Jan 2015). Our differentiators are Quality, Reliability,
Flexibility, Scalability, Experience and Cost.
Contact Centre SIP Trunking
Expertise
With over 30 million contact center
calls routed monthly, no other Canadian
provider has as much focus and expertise
in the contact centre space.
100% Uptime and call quality
guarantee
Platform and infrastructure designed
from ground up for mission critical contact
centre reliability and quality.
Feature Rich SIP Platform
SIP Trunk and call routing management
portal, Real-time failover, Call Recording,
Enhanced Routing, Network Queueing and
more.
Network monitoing and failover
functionality
Call-by-call failover, SIP Trunk and
connectivity monitoring and real-time
alerting.
SIP Trunking
for Contact Centres,
done right.
3. 3PAGE
LONG DISTANCE
Improve your outbound team’s efficiencies through
our Long Distance service. Outbound – unbound
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SMART ROUTING
Real-time routing at your fingertips. Time of day,
percentage based, failover or any combination of these
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SIP TRUNKING
Cut the PRI cord and move to the VoIP standard
embraced by thousands of contact centres
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TOLL FREE
Burstable North American and International Toll Free
calls delivered to your contact centre
Page 5
SERVICES
CONFERENCING
HOSTED IVR AND
CUSTOM VOICE SOLUTIONS
Additional services
4. 4PAGE
SIP TRUNKING
SCALABILITY Ability to scale rapidly to accommodate call volume
RELIABILITY Geo-redundant architecture to ensure call delivery
COST SAVINGS Reduce costs by 35% -65%
Enhance your contact centre
Star Telecom has been providing SIP Trunking services since 2008. Our SIP Trunking service is designed with mission critical telecommunications in mind.
This is why Star Telecom is the provider of choice for contact center outsourcers, hydro utilities and other organization that require scalability, flexibility and
true SIP expertise to ensure reliability and call quality
MANAGE AND MONITOR CALL VOLUME IN
REAL TIME
We understand the importance of being able to manage and change
call routing in real time. With Star Telecom, you do not have to wait two
business days for a ticket to be handled, you can update routing in real-
time, right on our web-based portal.
Optional Services
• Call Recording
• Network Queueing
• Courtesy/Overflow messaging
• Conferencing
• IVR / Self Service
• Voice Infrastructure Load Testing
• Text Messaging / SMS
Benefits
• Reduced Telecommunications Costs
• Improved Reliability
• Improved Flexibility
• Improved Scalability
• Improved Burstability
Features
• National and International Long Distance
• Canada, US, International Inbound Toll Free
Numbers
• Canada, US, International Inbound Local
(DID) numbers
• Caller ID Name and Number
• Web-based management and reporting
portal
• Real-time failover to up to 3 backup
destinations (including PSTN)
• Smart Routing (Percentage based, Time of
Day, Overflow)
• Reporting
Interoperability
• Star Telecom service is certified by Avaya
and works with all SIP-enabled telephony
platforms
• Star Telecom can provide managed Session
Border Controllers (SBCs)
• Star Telecom can provide TDM-to-SIP
gateway to SIP-enable legacy equipment
Data Connectivity
• Star Telecom is truly carrier agnostic when
it comes to data connectivity
• We will use your existing MPLS or any
dedicated connection to deliver our SIP
Trunking
• We are located at 151 Front Street in
Toronto, making it easy to connect
Monitoring and Alerting
• Real time monitoring and alerting of quality
and uptime of data connections
• Real time monitoring and alerting of
customer premise equipment for SIP
responsiveness
• Real time monitoring and alerting of call
failures and inability to deliver call to
customer
Scalability
• Ability to ramp up and down to
accommodate seasonal call patterns
• Ability to use smart routing to allocate call
volume to additional resources
• Leverage Network Queuing functionality to
have Star Telecom queue calls
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
• Ability to re-route calls on failure, to
multiple client endpoints
TECHNICAL DETAILS
5. 5PAGE
TOLL FREE SERVICES
SCALABILITY Ability to scale rapidly to accommodate call volume
RELIABILITY Geo-redundant architecture to ensure call delivery
COST SAVINGS Reduce costs by 35% -65%
Reliable North American and International Toll Free servicesfor contact centers
Enhance your contact centre
Star Telecom Toll Free Service offers reliability and functionality necessary for call centers to successfully service customers and improve customer
experience. Receive customer calls from Canada, USA or anywhere in the world and have these calls delivered via our SIP Trunking Service or to a local
number of your choice.
MANAGE AND MONITOR CALL VOLUME
IN REAL TIME
We understand the importance of being able to manage and change call
routing in real time. With Star Telecom, you do not have two wait two
business days for a ticket to be handled, you can update routing in real
time, right on our web-based portal. Get real time reporting on channel
usage and call details.
Optional Services
• Call Recording
• Network Queueing
• Courtesy/Overflow messaging
• IVR / Self Service
• Toll Free SMS
Benefits
• Reduced Telecommunications Costs
• Improved Reliability
• Improved Flexibility
• Improved Scalability
• Improved Burstability
Features
• Canada, US, International Toll Free
Numbers
• Receive Caller ID Name and Number
• Web-based management and reporting
portal
• Real-time failover to up to 3 backup
destinations (including PSTN)
• Smart Routing (Percentage based, Time of
Day, Overflow)
• Reporting and Call Detail Records available
in near-real-time
• Call delivery via SIP or PSTN
Scalability
• Ability to ramp up and down to
accommodate seasonal call patterns
• Ability to use smart routing to allocate call
volume
• Leverage Network Queuing functionality to
have Star Telecom queue calls
Call Delivery
• Calls are delivered via Star Telecom SIP
Trunk or via PSTN to any local number
• Real time access to route management
• Failover / Overflow handling
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
• Ability to re-route calls on failure, to
multiple client endpoints
Monitoring and Alerting
• Real time monitoring and alerting of quality
and uptime of data connections
• Real time monitoring and alerting of
customer premise equipment for SIP
responsiveness
TECHNICAL DETAILS
• Real time monitoring and alerting of call
failures and inability to deliver call to
customer
• Near real-time CDRs giving you access to
view calls detail records for all calls
6. 6PAGE
SIP LONG DISTANCE
SCALABILITY Ability to scale rapidly to accommodate call volume
RELIABILITY Geo-redundant architecture to ensure call delivery
COST SAVINGS Reduce costs by 35% -65%
Reliable North American and International Toll Free servicesfor contact centers
Increase talk time and improve outbound efficiencies
Star Telecom Long Distance Service offers reliability and functionality necessary for call centers to successfully run telemarketing, collections and outbound
customer care campaigns. While other providers struggle with calls per second (CPS) and short duration calls, Star Telecom network is designed to handle
call centre termination traffic. Our flexible channel offering enables clients to scale up and down, without notice, to whatever number of channels they
require at any given moment.
MANAGE CALLER ID AND CALLER NAME TO IMPROVE
CONNECT RATE
Smart Caller ID option enables clients to easily control the Caller Name
and Caller ID being presented, on area code by area code basis. This
provides flexibility to present Caller Name or a local number to drive up
the connect rate.details.
Optional Services
• Smart Caller ID & Caller Name
management
• SIP Call Recording
• Client Endpoint Monitoring
• Session Border Controllers
• SIP Gateways
Benefits
• Reduced Telecommunications Costs
• Improved Efficiencies and higher talk time
• Improved Reliability
• Improved Flexibility
Features
• Premium, High Quality Dialer and Call
Centre termination to Canada, USA and UK
• Pass-through Caller ID Name and Number
• Web-based management and reporting
portal
• Reporting and Call Detail Records available
in near-real-time
• Flexible channels – use what you need and
pay what you use
• Multiple geo-redundant IPs to ensure
uptime and accessibility
• Accessed via private link or via Internet
Scalability
• Ability to ramp up and down in real-time to
accommodate call patterns
• No limit on available channels
Call Delivery
• Calls are delivered via dedicated IP
connection or via Internet
• G711 codec favored for quality and
resilience
• Support for a wide range of platforms
• DTMF - RFC 2833
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
• Ability to fail over to secondary and
tertiary IP
Monitoring and Alerting
• Real time monitoring and alerting of quality
and uptime of data connections
• Real time monitoring and alerting of
customer premise equipment for SIP
responsiveness
• Near real-time Call Detail Records
TECHNICAL DETAILS
7. 7PAGE
SMART ROUTING
Improve Customer Experience
Use smart routing rules to improve customer experience by optimizing call delivery to your contact centre. Star Telecom’s web based Smart Routing
management interface, enables you to create and modify call routing rules in real-time, to easily re-route call volume in case of a volume spike, outage or
general course of business.
SHIFT CALLS IN REAL-TIME
Smart Caller ID option enables clients to easily control the Caller Name
and Caller ID being presented, on area code by area code basis. This
provides flexibility to present Caller Name or a local number to drive up
the connect rate.
Optional Services
• SIP Call Recording
• Network Queuing
Benefits
• Reduced Telecommunications Costs
• Improved Efficiencies and higher talk time
• Improved Reliability
• Improved Flexibility
Features
• Real-time call routing management
• Web-based management and reporting
portal
• Reporting and Call Detail Records available
in near-real-time
• Flexible channels – use what you need and
pay what you use
• Multiple geo-redundant IPs to ensure
uptime and accessibility
Scalability
• Ability to ramp up and down in real-time to
accommodate call patterns
• No limit on available channels
Call Delivery
• Call Delivery via SIP Trunking or PSTN (to
DID / Toll Free numbers)
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
Monitoring and Alerting
• Real time monitoring and alerting of quality
and uptime of data connections
• Real time monitoring and alerting of
customer premise equipment for SIP
TECHNICAL DETAILS
responsiveness
• Near real-time Call Detail Records
TIME OF DAY ROUTING Route calls to one or more endpoints based on time of day
PERCENTAGE BASED ROUTING Split call volume between two or more endpoints on percentage basis
NPA-NXX(AREA CODE) ROUTING Route calls to local branch office or retail location based on the area code/exchange of the caller
OVERFLOW ROUTING Use overflow routing to send calls to an alternate endpoint in case of overflow or failover
8. 8PAGE
TELEPHONE CONFERENCING
Telephone Conferencing – Simplified
Star Telecom’s reservationless toll free telephone conferencing service is designed for business users. It is a convenient, flexible, easy to use alternative to
elaborate and expensive, integrated web-based solutions.
USER FRIENDLY CONFERENCE PIN MANAGEMENT
Through our user friendly web-based Client Portal, even non-technical
users can easily set up an unlimited number of conference bridges,
each with unique moderator and participant PINs. Moderated and
unmoderated conference bridges can accommodate hundreds of
participants. Star Telecom’s conferencing system does not require
scheduling and each bridge remains permanently available until it is
removed by the administrator.
Benefits
• Reduced Telecommunications Costs
• Improved Reliability
• Improved Flexibility
Features
• Permanent conference PINs, no need to
schedule
• Web-based management and reporting
portal
• Toll Free Access from anywhere in North
America
Scalability
• No limit on available channels
Call Delivery
• System access via Toll Free number
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
TECHNICAL DETAILS
ANYWHERE Accessible anywhere in North America via a Toll Free number.
ANYTIME Conference rooms open 24x7. No scheduling required.
COST EFFECTIVE No monthly fees and low usage cost make this an excellent
SCALABLE Suitable for uses from 2 to 200 participants, using the same credentials and dial-in numbers
QUALITY Premium quality voice connectivity to ensure crystal clear voice quality
FEATURES Call Recording, web-based management portal, reporting, call detail records and more
• Local DID access from select international
destination
• Reporting and Call Detail Records available
in near-real-time
• Flexible channels – use what you need and
pay what you use
• Conference Call Recording
9. 9PAGE
HOSTED IVR
SCALABILITY 10,000 to 10,000,000 (10 million) calls per day – we can handle it for you.
RELIABILITY 100% uptime guarantee and multi-site geo-redundant platform to back it up.
COST SAVINGS Pay for usage and not the infrastructure. No licenses, no overhead, just IVR.
Star Telecom hosted IVR
Enhance your contact centre offers reliability and functionality necessary for call centers to successfully service customers and improve customer
experience. Whether you are looking to provide effective self-service, pro-actively notify or remind customers, use intelligent CTI-integrated routing to
route calls or administer customer satisfaction surveys Star Telecom can help you implement a solution, in partnership with our sister company NuVoxx
communications
USE IVR TO ENHANCE YOUR CUSTOMER EXPERIENCE,
NOT WRECK IT
Rely on team of experts to implement intuitive IVR solutions based on
industry best practices. Self-service, voice broadcasting, call routing and
customer surveys are just some of the applications we develop and host.
We also provide telephony platform load testing, CTI-integrated routing
based on agent skill or availability, third party validation and recording,
payment processing and other types of custom-IVR and telephony
applications.
Optional Services
• Call triage and routing (Sales, Service,
Support, etc)
• Integrated Self-service (Account balance,
payment)
• Voice Broadcasting (Appointment
reminders, payment reminders, alerts)
• Customer surveys (measure customer
satisfaction, NPS, first call resolution and
more)
• SMS Callback functionality (SMS to be
connected to call centre)
Benefits
• Reduced Telecommunications Costs
• Improved Reliability
• Improved Flexibility
• Improved Scalability
• Improved Burstability
Features
• Servicing US, Canada and international
clients
• Ability to scale to any number of ports
• Web-based management and reporting
portal
• Database and CRM integration
• Professional recording and Text To Speech
in multiple languages (English, Spanish,
French + 20 more).
• Reporting and Call Detail Records available
in near-real-time
• Call delivery via SIP or PSTN
Scalability
• Ability to ramp up and down to
accommodate seasonal call patterns
• Ability to use smart routing to allocate call
volume
• Leverage Network Queuing functionality to
have Star Telecom queue calls
Call Delivery
• Calls are delivered via Star Telecom SIP
Trunk or via PSTN to any local number, post
IVR processing
• Real time access to call flow logic and
variable management
Reliability
• Geo-redundant infrastructure with
multiple data centers in High Availability
configuration
• Ability to re-route calls on failure, to
multiple client endpoints
Monitoring and Alerting
• Real time application monitoring, alerting
• Real time alerts for transfer failures from
IVR to client’s contact centre
TECHNICAL DETAILS
