Messaging & Duress

Messaging and Duress is a flexible solution that spans across industries such as, Health Care, Aged Care, Mining, Transportation, Emergency Services and Hospitality. The solution offers improvements to daily operations, service and customer satisfaction response times, efficient asset utilization and advanced automation.

The solution is designed and deployed as a single end-to-end architecture, therefore reducing individual and separate platforms, reducing operational costs and increasing levels of automation. It allows all disparate IT systems (Legacy, IP, Serial, etc.) to be interconnected together and automated by applying specific workflows. Each workflow is limitless in scope and can be configured with specific outcomes and functionality.

Messaging & Duress in the Health and Aged Care Industries

At a high level, Uplinx Advanced Services believe there are three main architectural layers which can be adopted by health and aged care organisations:

• Business Processes Layer
• Integration and Orchestration Layer
• Infrastructure Layer

Business process layer: Defines various procedures followed by the organisation to achieve certain outcomes through a manual or automated approach, respond to emergencies or deliver certain services.

Integration and orchestration layer: Interacts with infrastructure components without human intervention and functions as a reliable and flexible workflow automation engine.

Infrastructure layer: Includes items such as Nurse Call, RTLS, Communications Systems, CCTV, Access Control & Security, Fire alarms and others. These components share common infrastructure delivering efficiencies and operational costs.

The Uplinx Advanced Services Solution

The overall solution utilises Cisco technologies and solutions that provide all communication needs – PoE-enabled LAN, RTLS-grade wireless, routing, security and advanced communication services. On top of the network infrastructure platforms such as Nurse Call, CCTV, Door Access, IPTV, Internet Access, Integration with BMS, Security and Fire systems deliver crucial capabilities required by the organisations.

These systems seamlessly integrate into a single messaging platform and implement business processes and workflows. Each alarm or event generated by infrastructure platforms and defined in the messaging engine, triggers a pre-defined process or workflow, such as an emergency or incident notification, skill mobilisations, environment/infrastructure monitoring, etc.

Upon workflow completion or failure, the messaging engine manages success notifications or escalations allowing development of complex multilevel process scenarios. Advanced reporting facilities provided by the messaging engine offer detailed information about each workflow step, such as it’s execution and outcome for historical records or analysis.

Unified IP

Our knowledge of network architecture and IP technology enable us to provide clients with a secure, robust and resilient network capable of converging Voice, Video and Data onto a single medium. This convergence provides new ways for companies to connect, communicate and collaborate. By improving communication efficiency and speed, businesses become more competitive and less exposed to risk.

Our convergence readiness assessment provides clients a roadmap for the design and deployment of an optimal network suitable to carry Voice, Video and Data. The assessment provides organizations with best practise strategic recommendations that include:

• The status and capability of the underlying network infrastructure
• A gap analyses and an upgrade roadmap to ensure the network suitable for convergence of Voice, Video and data
• The correct QoS mechanisms suitable for guaranteed delivery of converged applications and adherence to SLAs
• Secure and Scalable architectures that ensure business continuance
• Unified management and monitoring tools that provide proactive alarming and notification capabilities.

Wireless & Mobility

Access. Anytime. Anywhere.

Wireless LAN technology delivers robust and secure Anytime, Anywhere access for today’s business with reduced cost and improved agility.

Uplinx Advanced Services experts can conduct a full site readiness assessment and audit that ensures a seamless, secure wireless LAN solution with complete coverage for your network’s Voice, Video and Data requirements. We ensure your underlying infrastructure is capable and built for converged Voice, Video and Data technologies.

Our Capabilities include:

• Wireless LAN surveys and delivery across Internal, External, Private, and Public domains
• Provisioning, authentication and management of BYOD devices
• Wireless optimisation
• Wireless Telephony and Wireless Data including in-building mobility across layer 2 and 3 architectures with seamless roaming capability
• Cisco Unified Communicator soft-phone and VPN connectivity for remote or work-from-home solutions
• Extension Mobility for inter-cluster mobility solutions and remote agent workforce
• Cisco Unified Personal Communicator for single reach mobility, presence, video and collaboration solutions

Contact Centre

As the convergence and proliferation of technology continues, the value of a positive customer experience cannot be overstated. Customer contact centres are no longer limited to processing traditional phone calls as modern communications now span to encompass email, VoIP, social media, voicemail, call recording, web messaging and interactive voice systems. For many businesses, the contact centre serves multiple roles; as a first point of contact, line of support and processing potential sales opportunities, among others. Here, many variables such as agent availability, motivation, knowledge and efficiency all impact customer service levels and overall business profitability.

Uplinx Advanced Services can assist your business in meeting the needs of your customers by transforming and extending your contact centre platform. Our specialists understand the importance of the customer experience and can design and implement flexible, scalable and modular omni-channel contact centre solutions as required. Uplinx Advanced Services works directly with your customer facing agents and supervisors, as well as IT and business workers, in order to overcome the divisions between communications technology, business goals and customer experience. Through the deployment of our tailored contact centre solutions, many clients have seen faster and easier customer interactions, increased capitalisation on sales opportunities and improved customer loyalty.

Our solutions include:

• Omni-channel contact centre solutions covering VoIP, email, fax, SMS, web messaging, social media, Interactive Voice Response and Auto Attendant functionality
• Intelligent, skills-based call routing that improves first call resolution, lowers abandonment rates and ensures the highest skilled agent handles each call
• Full computer-telephony integration ensuring that all actions are replicated and reported via the end user application
• Dynamic agent presence at the phone, workstation and application levels
• Interoperability with other enterprise-class software and services, including CRM, web services and third-party software
• Reception console and outbound queue modules
• Real-time statistics information covering customisable KPIs for both agents and queues, deployed on a per agent basis or wall-board display
• Comprehensive agent, queue and system reports, inclusive of all types of media
• Real-time call and screen recording, call coaching, agent evaluation and historical reports

IP Telephony

The convergence of Voice, Video and Data onto a single network provides organizations huge cost savings. The benefits of IP telephony allow for a multitude of system and application integration that increase employee productivity.

Installation costs for new systems drop by 40% because companies only deploy a single network that caters for voice, video and data.A Yankee Group study show that VoIP systems were about 22% less expensive to operate than circuit switched networks.

Costs associated with employee moves, adds, and changes are virtually eliminated due to the unified administration and user friendly self service support features.

Why Uplinx Advanced Services

• Uplinx helps organisations leverage the advantages of IP Telephony. We offer and an end to end migration strategy through our proven Omnilinx Service Delivery methodology that help clients mitigate the risk and reduce the operational costs associated with managing a unified network
• Highly skilled experts with a proven engagement methodology that ensures a seamless and successful migration
• Secure IP Telephony, Directory Access and Directory Integration across multiple platforms, Unified Messaging
• Choice of a 24×7 fully managed service offering or a tailor made onsite management solution for Voice, Video and Data
• Up-skill your existing staff with the necessary tools and knowledge required to successfully manage a unified voice data and/or video network.

Network Security

Is Your Network Secure and Protected?

Secure IP communication remains a key business concern due to the threat of privacy invasion, loss of data and service downtime.

Uplinx Advanced Services can provide a complete end-to-end security risk assessment of your converged Voice, Video and Data environment. Our security experts continue to raise the security bar by ensuring the highest possible levels of privacy and security are designed and implemented into these environments.

Security Fundamentals

• Network segmentation, layer 2 protection, Firewall, Intrusion Detection, QOS Thresholds, Secure VPN, Wireless Security
• Call Management including, OS Hardening, Digital Certificates, Signed Software Loads, TLS signalling, Cisco Security Agent
• Applications including, Multi-Level Administration, Toll Fraud Protection, Secure Management, Hardened Platforms, H323 and SIP signalling
• Endpoints including: Digital Certificates, Authenticated Phones, GARP protection, TLS Protected Signalling, SRTP Media Encryption, Centralised Management
• Patch Level Updates: Assessment and delivery of Critical Hot-Fixes for Cisco products
• Network Perimeter Vulnerability Testing, Dynamically Identify, Prevent and Respond to Threats
• Risk and Compliance
• Ransomware Protection