With many medical practices remaining open throughout the pandemic and focusing on remote consultations, we are now seeing a shift in guidelines from NHS England, urging anyone in need of medical support to seek the advice and care they need, including face to face if required.

Not only now, but for future operational efficiency, practices are looking to technologies that can help them to better accommodate and serve their patients. This is now amplified by an increasing pressure to manage the current situation safely, without neglecting the needs of their existing patient community.

 

What can DoubleEdge do to assist?

 

Our specialised hosted telephony solutions can offer call recording and analytics, providing the all-important data to individual practices, enabling them to:

 

  • Monitor and record calls (including remote triage calls)
  • Track and reduce call waiting times
  • Call routing
  • Improve productivity
  • Reach NHS access targets e.g. call holding for a maximum of 2 minutes

 

With the NHS alone, treating millions of patients a week, a reliable and robust communication platform is essential for the safe and efficient running of healthcare practices across the country. The ramifications of such solutions can have a great impact on the day to day working life of healthcare practitioners, and a reduction of waiting times for their patients.

 

Speak to one of our specialist consultants for more information:

Telephone: 020 3137 8460
Email: info@edge-edge.co.uk

 

MS TEAMS WITH DOUBLE EDGE

In a world where we find ourselves changing the way we work and live, businesses have been turning to technologies that can allow their workforce to work remotely, securely and efficiently.

Microsoft Teams is probably the obvious choice to make to facilitate this global change, but is your business using Teams to its full capabilities? What else can you achieve with Teams?

 

Enter DoubleEdge and our Range of Technology Partners

Depending on your individual needs, DoubleEdge can make the relevant assessments and offer you a range of integrations and add-ons that help your business to operate “business as usual”, without the headaches associated with sending a workforce home.

 

WHAT WE CAN DO FOR YOU

 

Direct Routing – Compliance – Call Recording – Analytics – Call Forwarding – Contact Centre 

Did you know that with the basic Teams package, you’re required to purchase a Microsoft phone system license in order to make external calls?

With our Teams integrations, we can deliver carrier grade telephony, enabling full voice capacity with the option of call recording, analytics, compliance, security and more, at a fraction of the cost.

A number of our clients are within the finance, legal and public sectors (MIFID II, FCA COMPLAINT etc.) and require the same security, compliance and recording functions that are in place in their office settings, for their employees to continue working remotely. Our compliance solutions can capture the following:

•Voice Calls
•Audio & Video Conference
•Chat / Instant Messaging
•Screen Share

We can provide the best solution for you and your business’ requirements, to ensure employees can continue working safely and effectively, not only now, but in the future landscape that could mean working differently and remotely, long term.

Contact Centre workforce? We can also facilitate all the requirements associated with customer service teams – analytics (full wallboards and customised reports), contact centre (omni channel), call pull (move live calls from teams to mobile or desk phone), intelligent virtual agent (ai) and more…whatever you need, let us know!

 

Every business is different, and we are here to do all the work for you, to identify the best solution for you and your employees, whatever your business size or requirements. Our team will facilitate the whole implementation process and provide ongoing support, making the whole experience quick and easy. Contact us now to find out how we can make Microsoft Teams work for you.

 

Merger of DoubleEdge Professional Services, Foehn, and Metaphor IT creates next-generation cloud-centric managed services company

Kerv, a next-generation ‘customer-first, cloud-first’ managed services provider has launched in the UK today with the merger of leading IT businesses, DoubleEdge Professional Services, Foehn and Metaphor IT.  It has been created to bring together the expertise of the three companies to help mid-market customers achieve successful business outcomes in a new digital era.  Their combined offer includes:

  • DoubleEdge Professional Services delivers and manages solutions across UC, voice, data, mobility and innovative compliance products, with an impressive client list of corporate businesses.
  • Foehn is a Cloud UC and Contact Centre provider with award winning cloud UCaaS and CCaaS products in Voxivo and VoxivoCX as well as being a Genesys Gold Partner and the Genesys EMEA Cloud Partner of the Year.  Foehn has over 300 customers in both the public and private sectors.
  • Metaphor IT is a leading managed services business focusing on three core solution offerings; Cloud Services, Digital Workspaces, and IT Managed Services, all of which are encompassed by the business’ “Secure By Design” principles.

All three businesses are delivering double-digit growth rates and the new company will drive further organic growth of these businesses.

The management team of each of the three businesses all join the senior team, led by Alastair Mills as Executive Chairman; Mike Ing, Managing Director and Andrew Marshall, group CFO.

Kerv’s proposition puts the customer front and centre – helping to solve business problems and navigate a successful path into a more digital-led future.

Alastair Mills, Executive Chairman, Kerv says: “Customers want to buy a wider range of integrated solutions from a trusted partner whilst leveraging the power of cloud technologies. But they will only do so if those providers can continue to deliver excellent customer experience in this rapidly changing market. As we focus on organic growth of DoubleEdge Professional Services, Foehn and Metaphor IT, supplemented by carefully targeted acquisitions, we will not lose sight of our customer-first strategy.”

Underpinning the Kerv strategy is a multi-million pound investment in the future. Kerv is developing a next generation, cloud-centric operating platform specifically designed to make it easy, quick and efficient to deliver a diverse and extensive range of future-proofed services. The platform will be a crucial component in providing the best possible customer experience for DoubleEdge Professional Services, Foehn and Metaphor IT clients.

Mike Ing, Managing Director, Kerv adds:

“As a cloud-first, customer-first business, we have the combined capabilities with DoubleEdge Professional Services, Foehn and Metaphor IT to help UK businesses navigate a new way of working as they adapt to an agile, technology-led environment post the pandemic.”

 

DoubleEdge Professional Services www.edge-edge.co.uk

DoubleEdge Professional Services launched in 2008 and is based in the City of London, led by Steve Burges and Alex James. They bring excellent relationships with leading corporates delivering and managing solutions across UC, voice, data, mobility and innovative compliance products. DoubleEdge has an impressive client base based upon providing an unparalleled service, the client base includes, Harrods, TP ICAP, Investec and Waterstones.

 

Foehn  www.foehn.co.uk

Foehn is a Cloud UC and Contact Centre provider based in Richmond, Surrey.  Founded in 2000 by Managing Director James Passingham, Foehn has developed it’s own award winning cloud UCaaS and CCaaS products in Voxivo and VoxivoCX as well as being a Genesys Gold Partner and the Genesys EMEA Cloud Partner of the Year.  Foehn has over 300 customers in both the public and private sectors, including Kiwi.com, The Zoological Society of London (ZSL), See Tickets and The Local Government Ombudsman.

 

Metaphor IT www.metaphor-IT.com

Metaphor IT is a leading managed services business based in the City of London. The business focuses on three core solution offerings; Cloud Services, Digital Workspaces, and IT Managed Services, all of which are encompassed by the business’ “Secure By Design” principles. Metaphor IT focuses on the clients business needs, understanding and designing technical solutions to meet the ever-changing demands of the end users.

 

 

 

Are your workforce finding it difficult to work from home? Do you need to update your remote access?

DoubleEdge are experts in delivering secure, remote working solutions. Our highly experienced team of technical professionals understand that providing secure remote access to essential enterprise desktops, applications and data has never been more challenging and are on hand to help by offering a remote working review for your business.

With remote working now a fundamental part of British working life and likely here to stay, we want to ensure our customers are operating safely and our highly skilled team will review how secure your current system is, along with any improvements that need to be made.

 

We are offering a free, half day, remote strategy session covering the areas below:

  • Business strategy
  • Existing IT environment
  • User workspaces
  • Application architecture
  • IT security
  • Pain point/limitations/constraints

 

Following the strategy session, we will present back our findings including all our recommendations and with absolutely no obligation on your part for any subsequent work.

Whilst remote working initiatives provide great benefits, it also offers some unique challenges that companies must address. Security and user experience are at the forefront of those challenges, as well as maintaining a sense of connection with remote employees. Our goal with the remote working review is to help clarify the challenges your business is facing and to ensure that technology enables, rather than hinders daily tasks.

 

To find out more contact us HERE

 

Find out why  organisations are now looking at SIP trunking as the obvious ISDN replacement and what the benefits are.

Technologies like SIP trunking offer a more flexible, cost-effective telecoms solution for your organisation to help you achieve your business goals.

For your replacement options, that best fit your business, get in touch with us HERE

 

ISDN standard was set in the late ‘80’s:

  • The world wide web was just being invented
  • Mobile telephony was just finding its feet – and still analogue
  • Urgent business documents were often sent by fax

Since the launch of ISDN, many changes have taken place in the business world:

  • Remote working, flexible working and hot-desking have exploded
  • Many employees use both mobile and fixed line telephony services during the workday
  • There has been increased focus on service, efficiency, business continuity and disaster recovery
  • IP-based services are commonly used by many organisations

In many ways, still using ISDN is like driving a classic sports car:

  • The car represented cutting-edge technology when it was launched
  • These days it’s not as efficient as its modern counterparts
  • The cost to keep the old model running is higher than a modern alternative
  • Reliability is a worry and issues can take days to resolve
  • Although a classic, sticking with the old model may no longer meet your basic needs

At this point, you’d consider upgrading to a newer model that is fit for purpose.

Here’s why you should do the same if your business is still relying on ISDN:

  • ISDN lacks the agility needed to meet the needs of today’s fast-moving consumers
  • The management of multiple offices can be time consuming, maintaining consistency of service across offices is often difficult
  • Scalability is slow and often expensive
  • ISDN-based telephony systems often require substantial capex investment
  • Disaster Recovery is slow
  • It can’t be combined with modern technologies like Ethernet to enhance voice services

Next generation technology SIP trunking is fast becoming the ISDN replacement solution of choice, as it can bring many benefits to your business, including:

  • Improved service features for greater efficiency gains
  • Increased flexibility to meet the changing needs of your workforce
  • Improved scalability to help drive business growth
  • Enhanced quality of service for customers
  • Improved resilience with built-in disaster recovery provisions
  • Reduced cost with significant savings to be made on call costs and line rental
  • Increased visibility of performance metrics to improve productivity and overall
    business performance

To get in touch with us, for more on how we can facilitate your changeoevr, click HERE

As the way we work has changed dramatically, how can we continue to assist your business with that change, long term? 

Through recent weeks, thousands of companies – those who had no effective measures in place to cope with the situation – have worked with telecom vendors to quickly deploy temporary cloud-based telephony solutions, enabling them to mirror their phone system’s functionality on remote devices and replicate staff’s desk phones on their mobiles, making and receiving calls as normal.

For many, this was done as a short-term fix, signing the shortest contracts possible to hopefully see them through the current crisis.

But as these firms start to see how much easier everything is with hosted systems, and how well they can enable staff to collaborate, access files and applications, and continue business as usual, the question has to be asked:

The world is moving to IP telephony in a few years anyway. Why wait any longer to move comms to the cloud as a full-time, LONG TERM solution?

 

How a hosted system can work for you

  •  EASILY MIRROR your company phone system on remote devices
  • ‌‌‌ EFFECTIVELY MANAGE calls to your switchboard / main number
  • ‌‌ ENABLE STAFF to work together as effectively from home as in the office
  • ‌‌ CALL CENTRES quickly get teams up and running remotely
  • ‌‌ FINANCIAL FIRMS meet compliance requirements while working remotely

 

If we can assist you with this change, let us know!

 

 

 

Business Continuity Plans – informal online round table session on Thursday 2nd April at 11am

For years, telecoms companies have been telling businesses about the “ISDN cut-off” in 2025, when ISDN services will be completely withdrawn from service, and encouraging firms to embrace the benefits of IP telephony solutions sooner rather than later.

Hosted VoIP systems in particular offer the flexibility to work from anywhere, on any device; the ability to scale up or down at the click of a mouse; the ability to communicate and collaborate with colleagues and clients remotely, like any normal day in the office.

All this time, however, making the move to more flexible, lower cost VoIP solutions has remained on the back burner for many companies, with other projects taking priority: “this can wait, we’ll address it in a year or two”.

Everyone thought they had all their bases covered.

Until a few weeks ago.

Business continuity plans that looked robust on paper suddenly revealed cracks. Or in some cases, major holes. For millions of companies all over the world, the last few weeks have been a frantic scramble to implement contingency plans.

For firms already set up on hosted platforms, telling employees to do their jobs from the safety of their homes has, for the most part, been a relatively simple, pain-free process. However, for many of those with more rigid systems in place, it has been a logistical nightmare.

Many companies, even larger organisations, now have their main number diverting to a single staff member’s mobile phone. Or switchboard numbers just ring out, or go to voicemail…

As firms begin to settle in to their new way of working, no matter how effective or appropriate their DR plan is, many CTOs, CIOs and IT Directors will be asking themselves “is the business continuity plan we have in place right now really good enough for the long term? Can we continue operating effectively like this? What if this happens again?”.

DoubleEdge Professional Services will be running a free, informal online round table session on Thursday 2nd April at 11am GMT, answering questions and offering advice to help IT Managers and company directors navigate the current crisis and put fast, effective solutions in place to get back to business as usual. If you would like to join the discussion, please register below or email steve.dourdil@edge-edge.co.uk  for access details.

Thousands of UK firms are struggling to operate normally after sending their staff home. Many larger businesses have switchboard numbers going to voicemail or being forwarded to a single staff member’s mobile, with no way to pass calls through. Many companies are unable to use their existing phone numbers when staff are working remotely.

This becomes an even bigger issue for regulated financial firms whose staff’s calls need to be recorded.

Many employees are unable to collaborate with colleagues or access vital documents and applications. For firms who have been able to provide remote VPN access to all of their staff, some are finding their network just doesn’t have the bandwidth to support the extra traffic.

The list goes on.

What can we do

Do you need a remote working solution – FAST – so staff can continue making and receiving calls as usual, while working remotely?

DoubleEdge can help you get your employees set up to work from home, BY TOMORROW*, and carry on business as usual

  • NO CHANGE to presented phone numbers – continued displaying and receiving calls to existing business numbers
  • MIFID II, FCA COMPLAINT call recording included (optional)
  • NO upfront costs
  • SAME DAY provisioning and connection **
  • NO new hardware needed
  • EASY set up and user experience
  • MOBILE APP and software options
  • NO engineer visits
  • INCLUSIVE UK calls

Please contact us HERE for more info and our T&Cs

**Subject to T&Cs

The Gap in MIFID 2 Compliant Call Recording Solutions For Hosted Telephony Systems

Compliant hosted telephony – in the UK alone, millions of companies have already ditched their on-premise phone system to reap the many benefits of hosted telephony – reduced costs, lower admin resource requirements, future-proofing, scalability and greater resilience to name a few.

However, ensuring that calls are recorded and stored in line with MiFID II and other regulatory requirements continues to pose a challenge to many financial firms who would otherwise jump at the opportunity to move their communications to the cloud.

Out With The Tin, In With The Cloud – Replacing Traditional Call Recorders

For years, regulated financial organisations have had no option but to use physical call recording equipment in order to stay compliant. Many firms, however, have become frustrated with the high costs and poor service associated with certain traditional call recording providers.

With IP-based telephony set to completely replace legacy analogue and digital voice services in the UK by 2025 when BT withdraw the PSTN and ISDN network, and the explosive growth of cloud services in all areas of life, companies are becoming increasingly aware of the limitations of traditional “tin-based” solutions. Firms, now more than ever, are looking for better alternatives and asking themselves – how can I replace my call recorder?

Are There Any Suppliers of MiFID2 Compliant Hosted Telephony Solutions?

While most hosted telephony platforms have the capability to record calls, very few are able to do so in a manner that enables firms to fully comply with MiFID 2 legislation. Data integrity, auditability and UTC time stamping are key factors.

Regulated firms also need to ensure that all relevant communications, both internal and external, are captured and that recordings cannot be tampered with or deleted.

DoubleEdge, through our partnerships with some of the world’s leading technology and cloud communications providers, can cater to all of these requirements.

From a simple “point solution” with basic search functionality to replace a legacy call recorder and/or physical phone system, to a fully integrated platform to capture all forms of voice and e-comms, incorporating world class speech-to-text engines, advanced search features and real-time proactive alerts, we can help.

With our MiFID II compliant hosted telephony and call recording solutions, financial organisations can now gain all the benefits of cloud-based voice services while meeting or exceeding all of their regulatory obligations.

Contact us to learn more.

WhatsApp Compliance Monitoring

Continuing to build on their strong presence in the Financial Services arena and the growth of their Communications Compliance portfolio, DoubleEdge have partnered with Telemessage to provide a compliant WhatsApp recording service to financial firms both in the UK and worldwide.

The increasing popularity of WhatsApp among traders, brokers and other regulated individuals has been causing a major headache for Compliance departments. Under MiFID II, Dodd-Frank and SYSC 10A regulations, to name just a few, firms need to ensure that all relevant communications are recorded.

With its end-to-end encryption, however, WhatsApp poses a challenge. And then, for firms with Bring Your Own Device policies, there’s GDPR…how do you record people’s WhatsApp chats on their own personal phones without falling foul of data protection laws?

Some companies, prepared to take the resulting hit on productivity, have simply banned WhatsApp use through policy.

However, Telemessage’s WhatsApp Archiver solves these problems. While it looks and works exactly like the standard WhatsApp application, with the same interfaces and capabilities, it allows all messages to be captured and archived, along with any multimedia communications and attachments. All communications are UTC time-stamped, tamper-proof and easily searchable.

For employees using personal devices, a second number can be used for their enterprise WhatsApp account so that all personal messages remain strictly private, while business WhatsApp communications are all captured and securely archived in accordance with regulatory requirements.

DoubleEdge Managing Director, Steve Burges, states “from conversations with our clients, it’s become increasingly clear that recording WhatsApp for compliance has become a real pain point, particularly among commodities traders and brokers where WhatsApp is proving to be especially popular. This relationship gives us yet another way to help our clients solve their problems and bring more value through innovation.”

Any firms looking for a way to compliantly capture and archive WhatsApp communications can obtain further details and arrange a free trial by contacting DoubleEdge at compliance-solutions@edge-edge.co.uk or calling 020 3869 2442.