The Licensed Provider provides white-labelled VoIP infrastructure to a large number of Wireless Internet Service Providers as well as PBX and IT Service Providers using it’s inter-connect with all the large providers and its Cloud Based Telephony Infrastructure.

Predominantly, the service partners connect to O-Tel’s switches via load balanced ADSL lines running within O-Tel’s Private MPLS, allowing for higher quality voice and more stability without the call breaking out on the internet. This has worked phenomenally well for O-Tel, resulting in near 40% growth year-on-year.

With O-Tel partners growing their database at a very fast rate, and Telkom’s ADSL exchanges taking strain due to the increased broadband usage in South Africa, the ADSL backhaul was greatly affected causing degradation of voice quality and decrease in connection stability at some busy exchanges.

”It was inevitable, the backhaul capacity had to be increased to accommodate the thousands of end points on our network, comprising of SME/Corporate/Government and end-users. We’ve already upgraded our switches during last quarter, 4 months in advance, so this upgrade does not come as a surprise.” Comments Mohammad Patel, CEO of O-Tel Telecoms.

O-Tel has chosen to install dependable Cisco CPEs at its clients, which will connect via Telkom’s proven, tried and tested national network. Wireless and redundancy This move is in line with O-Tels strategy to enter the Triple Play market in the near future. The revolution has already begun with the introduction of Video Calling last month amongst other services such as 1Cloud Hosted PBX and SIP Trunking.

“With our large volume, we’ve struck a good deal with SA’s largest telecom infrastructure provider to offer our client the service at half the recommended retail price. All of a sudden, stable and clear telephony is now affordable. We’re adding more value by offering Enterprise Grade uncapped internet included in the service. ” adds Patel.

Although the service is aimed at upgrading the partners backhaul from ADSL to Leased Line, O-Tel is confident that the corporate and SME clientele will find the service affordable, especially if they are using O-Tel’s 1Cloud Hosted PBX service.

“Implementation of this Leased Line network is a leap forward in our national infrastructure, giving true crystal clear speech quality without call cutting, fading, or echo.” Concludes Patel, “We will be motivating many thousands of clients to move their connectivity from ADSL to Leased Line over the next 18 months. We sincerely hope the incumbent can cope to deploy swiftly so we can meet our target.”

Deployment has already begun. The full costing of the service can be found on O-Tel website or at this link: http://www.otelafrica.com/services/leased-line/

O-Tel’s Video Calling service was launched over breakfast and lunch on 3rd November in Sandton, hosted by OJO Africa, part of the Blue Label Group.
Mariano Bruni, Managing Director of OJO Africa gave an informative presentation.

Mr Bruni comments: “Experience a real, true-to-life video connection with the OJO Vision Digital Video Phone giving you the power to stay in touch with the important people in your life, face-to face, no matter where they are.”

The video calling service is designed to eliminate the barriers to connect customers, suppliers and partners, enabling business to business communications anytime, anywhere. Supported by OJO’s leading Video Phone, and O-Tel’s industry leading infrastructure, users will be empowered with an always on, always available fully supported video calling solution.

As a carrier grade commercial service, O-Tel now offers a stable and functioning video calling compared to the free American based options. Latency, lag and video quality is optimal with a local broadband connection to O-Tel’s local data center. The service supports all connectivity and allows multiple participants to connect from any location in the world using all forms of video, web and telephony.

“O-Tel Video Calling is a secure, scalable reservationless video communications solution that is competitively priced and offers predictable monthly costs,” said Mohammad Patel, CEO of O-Tel Telecom.  “Designed to work on O-Tel’s 1Cloud Hosted PBX South African platform simply re-affirms the service to be South Africa’s most innovative and leading Hosted PBX solution. “

O-Tel plans to offer an introductory promotion where no extra charge will be applicable to Video Calling. The telephones can be obtainable from OJO, or your nearest O-Tel Telecom partner.

With the low interconnect rates, it has been widely acknowledged that GSM LCR’s days are numbered as providers move towards VoIP based solutions. O-Tel began this process a couple of years ago, reducing the workload on it GSM Banks and routing all the GSM calls via its IP Interconnects with the Providers. However, the infrastructure still remains active, and O-Tel plans to de-commission the GSM Switches by end of February 2012.

“Our Carrier Grade GSM Banks has served us faithfully over the years to provide Least Cost Routing to our clients. However, we’ve noticed that in the last 4 months the major shift from clients connecting their Legacy or Hybrid PBX to our CheapCall ( www.cheapcall.co.za) and SIP Trunk (www.siptrunk.co.za ) service, with some opting to go fully digital on our 1Cloud Hosted PBX ( www.1cloud.co.za)  Solutions,” comments Mohammad Patel, CEO of O-Tel Telecom.

Many PBX Reseller and LCR Specialists are using O-Tels LCR PLUS ( www.lcrplus.co.za )  service when moving their clients from the GSM modules over to VoIP. Some of their client contracts expire only in 2012, so the service has been beneficial. With the interconnect rate dropping again on 1st March 2012 to 56c for Vodacom and MTN and 64c for CellC and 8-Ta, it will surely mean the end of the faithful old PremiCell service.

This service is available to all VoIP service users who have devices which can accomodate multiple trunks, such as newer SIP capable Legacy PBXs, Asterisk PBX and VoIP Gateways.

Signup to the month to month short term contract is done online. Out of bundle rates remain same at 76c and top ups can be purchased directly online via EFT.

For more information, please visit www.lcrplus.co.za and signup for this superb package.

Otel Telecom Pietermartizburg coverage

Partnering with KZNs well established and respected Wireless Internet Service Providers and PABX Specialists, O-Tel is providing services to clients where copper telephones lines were stolen and are not being replaced. Businesses have struggled due to poor telecommunications. Fax facilities, Voice, and other services such as PBX were non-existent until now. The project which began in March 2011 has been met with much success.

Mike Lauterbach, MD of Edelnet, an O-Tel partner involved in the PMB Project, explains: “Some clients have been without Telkom for months, on and off.  The areas we operate in are mostly agricultural, with bigger businesses scattered in-between. There are other service providers in our area, and it is easy to supply good products, but harder to supply good service, so our approach has been to focus on service levels. This is now paying off.”

O-Tel Telecom kept its position as the dominant VoIP Infrastructure provider in South Africa during 2011. Having reached its target 4 months before projected date, O-Tel attributes much of the success to its 1Cloud Hosted PBX Service launched in January.

Struggling to keep up with the demand is Bundu Networx, led by Brian Olson. “We’re focusing on rural communities using our Wireless Network,” comments Olson, “Currently, we are reacting to line theft and poor service from Telkom in these rural areas.” BunduNet is expanding their network to cater for the increase in clientele.

Some of the areas O-Tel currently covers with the aid of its partners are: Camperdown, Cato Ridge, Wartburg, Dalton, Fawnleas, New Hanover, Cramond, Gilboa, Pietermaritzburg, Nottingham Road, Kamberg, Loteni, Mooi River, Mount West, Lidgetton, Balgowan, Lions River and parts of Dargle. Eston, Mid-Illovo.

Mohammad Patel, CEO of O-Tel Telecom is anticipating further growth. “The number of service activations in KZN has been phenomenal! We’ve ported tons of 031 and 033 numbers from Telkom due to their poor service delivery in the area. We’ve already applied for a larger Fibre Backhaul Connection to the main O-Tel switches to accommodate the increase in demand. We’ve cemented ourselves as the VoIP leaders in the area, particularly in Pietermaritzburg. Our quality, service and pricing is truly superior to competitors. Our market share proves it.”

O-Tel has been reaching far and wide places deploying services to the rural areas, with the aid of many WAPA members who have found O-Tels VoIP infrastructure to fit the WISP model perfectly. As one of the few success stories since VANS had their licences changed to IECNS, O-Tel Telecom is sure making a mark in South Africas’ Telecommunication Sector.

Whilst increasing its ‘infrastructure-as-a-service’ portfolio, O-Tel Telecom can now provide licensed VoIP providers with termination of their calls at inter-connect rates.

“Our partnership program has grown up. We’ve had providers who started off with O-Tel renting 5 sip accounts and have grown today to service 500 sip accounts,” comments Mohammad Patel, CEO of O-Tel Telecom.

To accommodate the growth, O-Tel now offers dedicated co-located VoIP switches. Some O-Tel partners outside Gauteng prefer to host their own switches and connect via the O-Tel Dedicated Leased Line service.

Mr Patel adds: The Victoria VoIP transit Station is the perfect turnkey solution for VoIP providers wanting to quickly deploy carrier grade voice solutions, consolidating their multiple provider channels into one, or upgrading their reseller status to Bonafide VoIP Provider, enjoying direct billing hence increasing profitability.

Current services include broadband connection via internet, diginet, leased line, wireless, peering, geographic numbers, number porting, and some others.

The Victoria Station service will soon allow propagation of the providers ICASA allocated numbers.

Providers will be charged per port usage, and market related transit fees in addition to the ICASA regulated inter-connect rate. Non-license holders will be charged an added transit fee to separate them from the licensed operators.

In brief, the location of Victoria VoIP station at Gauteng’s central internet exchange places the service in an ideal position to provide multiple providers the opportunity to quickly deploy an effective voice service and benefit the consumer by enhancing the industry with competitive products.

Similar VoIP Stations will soon be deployed at Cape Town and Durban internet exchanges.

“O-Tel continues to lead with innovative ‘infrastructure-as-a-service solutions’. Providing stable carrier grade infrastructure to providers at a low ‘pay-as-you-grow monthly’ fee can only ultimately benefit consumers and businesses alike who will enjoy lower telecom costs.” concludes Mr Patel

Sales enquiries can either be made from the website at www.otelafrica.com, or emailed to sales@otelafrica.com

Victoria Station

Attended by more than 500 delegates, the daylong event boasted prominent industry members speaking about wireless, VoIP and CCTV Security. The prize giving attracted much cheers, with the MC being at top form on the day.

“It was a very enjoyable experience”, comments Mohammad Patel, CEO of O-Tel Telecom. “It was excellent to meet old clients and finally putting a face to a name with the newer clients, especially those who made the long journey for the event, thank you for attending”

Mr Patel presented at the conference, and had lit up the stage with a beneficial presentation on ‘How to sell VoIP in South Africa’. The basketful of advice had the visitors scribbling away frantically in their notepads.

Riandi Van Niekerk of host Miro Distribution was very happy at the turnout and success of the event.

We started preparations in January and booked the Vodadome Conference. Bookings went well for exhibitors and guests. All the attendees were full of praise for the event.” Riandi also notes on how hard all of the Miro staff worked to make this event the success it has been.

An attendee, Andrew  Lange of Global SA remarks: “This is a quick thank-you and congratulations on an incredible well put-together and managed IP Convergence Conference yesterday. Not only were the speakers interesting and the topics relevant to the IP industry, but your conference was impressive and a huge success for all who attended. I believe those in the industry who did not attend, have missed out.”

The speakers who included some of the industry stalwarts enjoyed the day as the guests were lively and listening attentively to all presentations.

Commenting on Mr Patel’s presentation, David Kusner of Kustek IT found the conference very informative. “I was also very inspired by Mr Patel’s presentation, since we have just begun to enter the VOIP market.”

Miro Distribution CEO, Bertus Van Jaarsveld, was overwhelmed at the attendance and O-Tel’s involvement in the conference.

Van Jaarsveld comments, “Mohammad’s message was well received and served as very important advice to many conference attendees about how to add VoIP to the services they offer.  O-Tel Africa provides a high-quality Voice solution to the South African business community and are perfectly positioned to benefit from the expanding VoIP industry.“

Patel concludes ”The people have spoken, the conference was a resounding success. I am sure all will return to the next one in 2012, and many more would make time to attend. O-Tel will surely want to play an integral part of IP-CON next year and in the many years to come.”

More information on IP-Con including Mr Patel’s Video of the presentation, PowerPoint Slides and transcript can be found at http://www.otelafrica.com/ip-conference-2011

IP Conference

The service is ideal for users looking for extended fax services to ease their daily office tasks without the hassle of dealing with telephony hardware. The O-Tel FoIP service allows organizations to take advantage of the O-Tel infrastructure to process all fax transmissions via the cloud-based hosted service.

“We recognize the need to allow our partners and customers to increase productivity and run a fully digital office. It has taken O-Tel almost 20 months to design and test South Africa’s first commercially available Cloud based e-mail / web to fax service.” explained Mohammad Patel, O-Tel CEO.

The company’s hugely successful 1Cloud Hosted PBX is the only service which allows
•    E-mail to fax
•    Web to fax
•    Fax to e-mail
•    Fax machine to Fax machine over wireless/wired IP

The unique technology which utilizes O-Tels’ cloud-based fax communications platform is a breakthrough in the industry adding to the evolution of telecom to Telephone 2.0.

“Utilizing the web allows for a more reliable and secure transmission, eliminates the possibility of inherit problems with T.38, and no longer requires organizations to invest in any capital telephony infrastructure.” Patel further adds, “These web services are the very reason why our 1Cloud service is the leading Hosted PBX service in the market. Our customers can rest assured that O-Tel’s 1Cloud will have the latest of telephony technology available.”

O-Tel has strategically made the ‘email to fax’ and ‘web to fax’ service available at no extra service charge to all 1Cloud Hosted PBX clients. However, the ‘fax to email’ service requires memory allocation at a minimal monthly fee. This assures clients that their Geographic or Ported Telkom number can be used for as long as the service is active, without the risk of it being recycled.

O-Tel offers a unique solution that extends existing fax server technology to the cloud. By eliminating the need for costly components of a fax server, fax board, and recurring telephony expenses, O-Tel leverages the Internet to manage all business-critical fax communications.

Through its IaaS (Infrastructure as a Service) model, O-Tel leverages a vast array of virtual ports, making them available to securely send and receive high volumes of fax transmissions.

The added benefit of O-Tel’s model is that there are no locked in fees or contract periods, and customers simply pay for what they use.

To order the service, email to sales@otelafrica.com or visit www.otelafrica.com.

The major event, organized by leading Network and VoIP Distributor Miro Distribution, it to be held at the Vodaworld in Midrand, Johannesburg on the 2nd August 2011.

The Conference is a one day event to inform industry delegates about new financial opportunities and creative solutions made possible by the convergence of technologies such as audio and video and the Internet.

Mohammad Patel, CEO of O-Tel Telecom comments, “O-Tel has taken this fantastic opportunity to meet current and potential clients involved in VoIP and Data. With the industry growing at a phenomenal rate, and the technology changing at such rapid pace, it is only natural to have O-Tel play a major part in this event.”

O-Tel Telecom is a Gold Sponsor at the event, where it will exhibit its VoIP Services, including SIP Trunking, 1Cloud Hosted PBX, LCR Plus, CheapCall, Fax over IP, and the soon to be launched Victoria VoIP Station and WebBasket.

Further participation will be from the CEO who has been invited to speak to the delegates. Mr Patel intends providing advice on how to sell VoIP in the Southern African Market, based on the tremendous success O-Tel has enjoyed in firmly establishing its footprint nationally within a short period of time.

Other speakers will include leading industry experts providing Legal Advice, Case Studies, and Technology Updates.

The event is expected to attract more than 500 industry participants. Judging by similar other events, it is earmarked to be a resounding success.

More information of the event can be found on the Conference Website www.ip-con.co.za

It is recommended you register to book your seat as space is limited.

Miro IP Convergence Conference

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“Even though the percentage of complainants who behave unreasonably is relatively small (generally between 2-6%) they still use up a disproportionate amount of resources, time and energy from a company resulting in high stress to staff members.”
~Australian Parliamentary Ombudsman (2009)
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Bad Service is always a key topic. Although my opinion is that service from South African private enterprises has improved considerably over the years, it can still do better. The fact is that although we are service providers, we’re also consumers who rely of service from other suppliers. So we should as often as possible put ourselves in the customers shoes. A happy customer only spells out higher profits.

A general internet service company’s procedure for handling complaints has four stages.

At first, the customer gets a very cordial hearing, as the problem is most likely wrong setup in the router or software. You simply go through the router settings and reset passwords. If it is upstream network downtime, it is merely a heads up that a certain part of the network/service is down and your technical team has to look into rectifying it. In most cases, the customer is advised to study any instructions that came with the equipment/service and/or told that the apparent malfunction very likely temporary. If it seems serious, the advice is to be patient whilst you seek an update from the upstream provider or return the hardware for repairs/exchange. Customers who persist are told the ticket has been escalated so that “we can look into the problem more seriously.” It is found that most times the ticket is simply overlooked, and no action is taken unless the customer presses the complaint. About half do not as by then the service is back up and running.

——————–
“He who will not economize will agonize.”
~Confucius
——————-

At the second stage, customers who actually press complaints are asked what would satisfy them, then offered a minimal adjustment. The amount never exceeds the company’s profit. There is no attempt to judge the merits of a complaint unless that offer is refused and the customer shows real determination—for example, by threatening legal action. That leads to the third stage, where a superior from the main office would step in, examine the complaint and the facts, and try to satisfy the customer with no more than he or she would be likely to win in court.

——————-
“We all wish we had a HELP button on our keyboard where by pressing it will fix all our computer problems. Unfortunately this is a feat impossible to achieve.”
~Mohammad Patel, O-Tel Telecom
——————-

If that fails, the fourth and final stage is to ask the company’s legal counsel for advice on minimizing total anticipated costs, including legal fees.

The rationale for all this is that it is economically necessary to be somewhat evasive in handling complaints. It is via experience to know that many complaints are either caused by the customer’s failure to read and follow directions, or are unreasonable or fraudulent.
A legitimate complaint should be rectified soonest, as it most likely will affect other clients.

If your network and infrastructure is maintained adequately, you will have very little problems. It is the suppliers responsibility, not yours, to resolve any major problems resulting from defects in the service. Your end is to ensure that your device, equipment and last mile connectivity is working and uptime always up-kept.

Customers whose complaints have substance are likely to press them. Since not only satisfying every demand for an adjustment but even examining every complaint’s merits would be too expensive, the first two stages try either to get the customer to drop the matter or, if necessary, resolve it at minimal cost. These procedures has kept litigation to a minimum and resulted in very few interventions on customers’ behalf by the state’s Consumer Affairs Division. Management should think this indicates the policy is reasonably fair.

Tips and Advice in Handling Customer Complaints
1. Actively encourage feedback from customers – including complaints if they are dissatisfied.
2. Establish a clear complaints-handling procedure; ensure that all employees who come into contact with customers understand it.
3. Be polite and sympathetic; listen to what the customer has to say.
4. Take ownership of the complaint; give your name as a contact even if you will have to involve others in resolving the complaint.
5. Establish the facts; consider whether any internal investigation is needed to gather further information.
6. Record the details of the complaint, including when it was made, customer name and contact details. A support ticket system is ideal for this.
7. If possible, deal with the complaint immediately; if necessary, agree a deadline for getting back to the customer.
8. Carry out any necessary further investigations.
9. If the complaint has potentially significant legal consequences, contact your legal adviser.
10. If there is a long delay, keep the customer informed of progress.
11. Once you have established that the complaint is justified, make appropriate restitution; apologise for your error.
12. Be prepared to reject unreasonable complaints or unreasonable demands, but in a positive way: explain what you can offer.
13. If appropriate, take internal action to prevent the problem recurring: for example, training staff or improving systems.
14. Follow up by contacting the customer to check that the complaint has been satisfactorily resolved.

Do’s & Don’ts

Do:
Encourage feedback.
Be polite and sympathetic.
Take ownership of any problems.
Deal with complaints as quickly as possible.
Address the underlying causes of problems.

Don’t:
Be defensive.
Pass the buck.
Make excuses.

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Full article here:
http://www.otelafrica.com/economically-handling-customer-complaints

Mohammad Patel is the Chief Executive Officer of O-Tel Telecom, a South African based Licensed National Telecom Service Provider

Part of the strategy is to offer a direct equivalent of LCR, reducing the termination costs, hence allowing the lowest Cellular Interconnect rate in the market today.

Mohammad Patel, CEO at O-Tel Telecom enthusiastically comments: “Since the LCR providers abruptly ended their services to their dealers, there has been many PBX resellers scrambling for some sort of solution to keep them afloat. During those many months, O-Tel has signed on a record number of LCR dealers onto our Commercial Grade SIP Trunking offering. This high quality voice service has major benefits and comes at a market related price. The dealer still required a direct equivalent to the discontinued GSM based service offering noticeably lower call costs.”

The LCR Plus offers two packages. The first being the ‘Enterprise’ where resellers sign on the client who in turn purchases airtime directly from O-Tel.

In return for maintaining the client, the reseller gets 10% of the airtime purchased by the client. Provisions made from the resellers’ website will ensure he gets his commission automatically, accurately and timely.

The second is a Wholesale model which seems to suit most LCR Resellers. A cellular call rate of 82cents to Vodacom and MTN seems to be an attractive enough price to motivate the reseller to on-bill to their client at a desired custom charging plan. This gives the reseller not only the capability to compete with Neotel and Nashua Mobiles new call rates, but it also empowers the reseller to now invoice the client via his own company, hence increasing his turnover and ensuring the client remains under his book.

“Resellers feel gutted at the moment” adds Patel. “After years of loyal service to their service providers, they are dropped without any conscience. Many feel their business should have been on a much higher level after these many years. Well, it is never too late. The opportunity is knocking on their door to ensure that they do not face a repeat of what has transpired in the industry. It’s perfect timing for the reseller to step up now to compete with major providers whilst ensuring his client keeps saving tons of money on his communication costs.”

LCR Plus is an automated service which can be signed online by both Enterprises and Resellers. Access is immediate without any paperwork or contracts. Interested clients can sign up at www.LCRPLUS.co.za

Patel ends with a stern warning: “With O-Tel’s National ADSL MPLS and Wireless connectivity providing High Grade voice termination, an easy to use Control Panel interface, and hordes of resellers signing up on a daily basis, O-Tel is fast becoming a major force in the industry. We’re not looking for competitors or customers, we’re looking for partners who are willing to grow with us and provide their clients with an efficient infrastructure and voice service.”

About O-Tel Telecom

O-Tel is South Africa’s fastest growing Digital Communications Company, with an established and stable VoIP infrastructure.  O-Tel provides Private Label Services such as SIP Trunking and Hosted PBX to WISPs, ISPs, IT Service Providers, PBX Installers, and enterprises.

O-Tel is proud to be a Licensed National Telecom Service Provider in South Africa.

For information on O-Tel’s products and services, please visit www.otelafrica.com

For media inquiries, please contact: O-Tel Press Officer, (010) 591-0010 or  press@otelafrica.com