Telephony
Enterprise class telephony capability, delivered via either an application on the PC, Mac, Smart Phone/Tablet or via a traditional desk phone.
Unified communications Enhance the ICON Now application with Instant Messaging (IM), organisational presence availability, mobile working and ad-hoc one-to-one or group audio/video communication and collaboration.
Voice, video and web conferencing Scheduled or on-the-fly voice, video and web conferences, sharing virtually any type of content or simply the entire desktop. Raise a hand to ask a question or express an opinion with a thumbs up or down. Interactive conferences or one-way broadcasts, with embedded chat for sidebar conversations or questions.
Team collaboration Create and manage active project ‘streams’ from a single, unified display. Communicate with team members instantly via persistent messaging and review activity since stream creation in one, centralised place. Share files with team members in a cloud-based storage environment that is available whenever you need it. Create, assign, and track project activities with team members. Initiate a live collaboration session with team members instantly.
Simple integrations Integrated ‘out-of-the-box’ with Microsof Skype for Business, Google Cloud and/or Salesforce.
Direct numbers and call diverting With ICON Now you can either keep your existing telephone numbers (we will ‘port’ them in for you) or we can provide you with new direct numbers for your employees and teams.
Skills based call centre
Need a customer or internally facing helpdesk with skills-based routing?, ICON Now provides an advanced routing engine to enable your business to handle complex queries with ease, and is complete with historical reporting to help you better serve your customers.
Call analytics ICON Now provides call analytics as standard, which includes web-based access to reporting that goes beyond basic call logging to provide analytic insights into usage and workforce productivity. An optional enhanced analytics service is also available that adds yet more powerful capability such as real-time data refresh, multi-site reporting, enhanced export capabilities, customisable wallboard widgets and much more.
Upgrades As a cloud service, ICON Now will always be up-to-date with technology updates managed by Maintel, providing you with additional capabilities and keeping up-to-date with the latest security and compliance requirements.
Business continuity ICON Now is hosted across Maintel’s multiple data centres, underpinned by Maintel’s high availability network, making it a highly secure, highly resilient solution. Maintel backs this up with contractual availability SLAs. Access is provided to a self-service support portal and our Service Desk is manned 24x7x365.
Connectivity Connecting to ICON Now via the internet is included as standard, with all communications fully encrypted and authenticated.
We can also provide access to the service via a private network, for guaranteed quality of service and enhanced visibility and control.