Frequently Asked Questions
Why choose TWL?
Independent & Impartial
Only use "Tier 1" suppliers
Competitive and flexible
Quarterly account reviews
Online billing portal
Call us on 029 20 839 100 or email us to try us out!
Latest News
Telecoms provider expands team with new appointment Telecoms company secures contract with Welsh university New Mobile Division for telecoms provider Fresh contract for telecoms supplier Telecomms Company celebrates flurry of contract wins TWL Telecoms provider reaches million pound turnoverQ. Do you recommend the use of an Automatic Call Distribution?
Automatic Call Distribution (also known as ACD) is normally used in businesses which receive a large volume of calls at any one time. (Read More...)
Favoured by call centres, Automatic Call Distribution distributes a larger number of calls evenly across several operators, allowing a number of calls to be answered at any one time, at TWL we call it intelligent call distribution. We have worked with a number of businesses across South Wales in Cardiff, Swansea and Newport to ensure that an automatic call distribution approach actually meets the needs of their business.
As specialists in Mitel and Toshiba ACD we always look at the exact nature, timing and flow of inbound call traffic before making any suggestions. With pressure being put hugely on resources in businesses today automatic call distribution is something that has been beneficial in keeping costs down, whist getting the most from your business teams.
The areas that we consider as benefits for Toshiba and Mitel automatic call distribution include:
- Call routing to the most appropriate group(s), and the fair distribution of calls within a group based on longest idle or highest skilled agent
- Caller prioritisation within a queue
- Automatic call re-routing or changes to agent availability based on current queue conditions
- Voice announcements in queue to keep customers informed
- Silent monitoring allows supervisors access to calls answered and speeds up dispute handling
- Controlling after-hours service makes the business so much more flexible in the 24/7 environment
Q. What makes TWL different from other business phone providers?
Impartiality, customer service, no commission paid reps, and no rip off leases.
Q. If I buy on lease will I own the telecoms equipment?
Yes we pass title to all of our customers at the end of the term.
Q. Do I need a telephone System support contract?
Yes, but at TWL we believe this should be done on an annual contract, this allows you to judge us rather than forcing you into a long term contract where only the supplier benefits.
Q. How quick will you respond if I have a telephone system fault?
We prioritise our call outs, system failure is more important than a sticky button on a phone, but generally we respond immediately. With the help of TWL’s dial in technology and if necessary we will have an engineer on site as soon as possible – This is generally under 4 hours in most cases.
Q. Can you help me future proof my telecoms system?
Yes we have made all of our solutions based on future integration with emerging technology, we want you as a long term partner, so it’s best we make sure we make it easy for you to adapt.
Q. How do I know what I want from a business telephone system?
Rather than someone telling you, we will sit down with you and discuss your business and the long term plans and help you build a strategy on which to base your long term communications platform.
Q. I am on a limited budget can you help our telephone needs?
TWL provide telephone systems on cash, leasing or refurbished telecoms systems but also we are able to help you start with the basics and give you the platform to grow as and when budget allows.
Q. What Telephone Systems do you do?
TWL only handle Toshiba and Mitel systems as they are market leaders in telecoms and it allows us to specialise massively in these world class systems. (Read More...)
As a Toshiba Expert Partner and accredited Mitel Partner and we don’t offer other products. Our Toshiba and Mitel consultants will explain the difference in these systems and help best-fit the best you for the telephone system that meets your daily and future requirements.
(Close)Q. How about telecom Cabling?
TWL supplies installs and certify telephone, Cat5e and Cat 6 network cabling.
Q. I am unable to change the name displayed on the telephone, how can I do this?
This is something that can be carried out following basic instructions, please provide your email address and maintenance details and we'll forward our user guide to enable you to do so.
Q. I have inherited a telephone system when I moved in the building but do not have a maintenance contract and am unaware of the features etc.
Firstly we’d need to find out whether or not the telephone system is a make/model we support, if it is, we will arrange for an account manager to visit you at site and run through the details with you... (Read More...)
and also if the system is suitable for your needs, you may find that you need additional handsets that we will be able to supply you or even a days training for you and your staff on how to make the most out of your telephone system by one of our fully qualified engineers.
(Close)Q. We are a very busy company and require work done outside of normal office hours as we cannot afford for any of our lines to be down during the days.
We are able to carry out work during evenings and weekends, this is subject to survey and availability, we do ask for a minimum of 1 weeks notice and pricing is dependent on the work which needs to be carried out.
Q. I need an additional extension for a new member of staff and a handset for them.
An engineer will need to call to site to ensure you have capacity on your system for the additional user and will advise accordingly, we will then provide you with a quotation prior to any work being carried out.
Q. I have a telephone system and handsets that I am looking to sell.
If you can let us know the make, model we can give you an indication of price but to give you the fairest price an engineer would need to call out to test the equipment as there maybe additions which may increase the overall valuation.
Q. I am looking for a leading phone system supplier in Cardiff
If you are looking for a leading supplier of phone systems in Cardiff, TWL may be able to help. (Read More...)
We are more than just a phone system supplier; we will analyse and evaluate your company’s needs before recommending the correct phone systems for you. Whether you are a first time customer or an experienced phone system buyer, TWL aims to become your phone system supplier of choice.
Based in Barry near Cardiff, we are one of the leading telephone system installers in south Wales and across the United Kingdom. As an independent telecommunications provider of telephone systems we have extensive knowledge and firsthand experience of the industry allowing us to provide the right telephone systems for small businesses across the spectrum, including the retail and health sectors.
Whether you are looking at two lines and four extensions, a 600 extension call centre or a multi-sited operation, our experience and knowledge means that we are able to recommend the most appropriate telephone system solution to meet your needs.
(Close)Q. What should I consider when buying a telephone system?
Before purchasing a telephone system you should research into the different types of telephone systems available to meet your business needs. (Read More...)
As a leading phone supplier, we can help you choose the best system for your business and help you evaluate your telephone system options. The number of lines and extensions you will need will determine the size of the system you will need to purchase.
As an independent supplier we will be able to provide you with impartial advice and quotes. As telecommunications experts we are able to supply, install and maintain a large range of manufacturers’ products. However, in most cases it is our preference to install Toshiba or Mitel, two of the leading suppliers in telephone systems currently in the marketplace. We can provide ongoing support and system upgrades to meet the needs of your business.
There are three main types of telephone systems which are most commonly used by small and larger businesses; these are the Hybrid-IP Phone System, Pure-IP Phone System and the Digital Phone System. For businesses who have between 5 and 30,000 users the Mitel® 3300 IP Communications Platform (ICP) provides enterprises with a highly scalable, feature-rich communications system. If you would like more information on telephone system available to your business please contact TWL.
(Close)Q. I am starting up a new business and have no telephones, lines or equipment; do you offer a start up package at all?
At TWL we understand that all businesses are different with their needs and requirements which is why we offer a bespoke package tailored around your business needs, for instance a business with (Read More...)
4 office based staff wouldn’t benefit from a 30+ user system with individual voicemails, we look to find the right solution based on your requirements with a free no obligation face to face consultation with our National Account Manager Terry Smith. Please contact Ian England or e-mail: ian@twlvoiceanddata.co.uk
(Close)Q. With my current provider, when I have a fault or problem I am put through to an offshore call centre where I am put on hold for 5-10 mins and then after several tests I am told someone will be in contact with me to discuss within 4 working hours…
Due to consistently improving our customer service we have now implemented a new system where our Helpdesk Administrator Simon will answer your calls personally, we will take your details, arrange... (Read More...)
for a diversion where possible for all calls to be routed to another number whilst the fault is being repaired and keep you updated via email on our web based portal, details of which will be sent out to you directly to your email account.
(Close)Q. I would like some work to be carried out outside of our business hours, is this possible at all?
We are able to carry out work outside of business hours but do require some notice to ensure we have the right engineers available for the times and dates specified.
Q. It says on your website you are based in South Wales, is it just South Wales that you cover? If so, which parts?
We have customers all over the UK so although we are based in South Wales, we cover nationwide.
Q. I’ve been previously miss sold by a local company in South Wales who tied me into a 7 year contract when I was told it would be no more than 36 months…
Unfortunately, there are some companies out there who are not upfront about costs and charges but luckily enough we are always upfront about costs which are always discussed in person and if a lease... (Read More...)
or finance is required, all of the details are highlighted to you clearly showing the monthly payments and the full term. The maximum term we use is up to 48 months.
(Close)Q. When we have an issue, Louise always turns up and is always professional, courteous and helpful, we would like to express our gratitude to her.
Louise is a valued member of our staff here at TWL, she has been working with us for some time now and it’s always great to hear positive comments.
Q. What are the benefits of leasing a telephone system?
At TWL we offer a wide range of leasing options as an alternative to buying a telephone system, and have a menu of options for financing your communications equipment. (Read More...)
Leasing a telephone system has become a popular choice for many SME businesses. As a business telephone system provider, we can provide your business with a wide range of leasing options as a cost effective and financially efficient way of financing your communications needs.
TWL will asses and evaluate your requirements to ensure we provide the right telephone system for you. As a leading telephone system installer in Wales, we can offer your business a telephone leasing rental plan that is fixed for the duration of the agreement. This allows you to budget in complete confidence and have peace of mind that costs will not escalate over the leasing contract term.
There are several benefits to telephone system leasing as opposed to purchasing your telephone system outright. TWL can provide businesses with a number of benefits including a technology upgrade facility, which allows businesses to take advantage of the latest innovations. We also offer businesses flexible leasing, enabling us to tailor the telephone system to meet the needs of individual businesses.
Leasing a telephone system will also benefit your businesses balance sheet because rentals are fully tax deductible and can be offset against your company’s taxable profit. Leasing a telephone system also removes the need for a large deposit or long term debt repayment. Payment for the telephone systems reflects the system’s usage, meaning businesses only pay for the equipment as it is used, allowing the cost to be spread out over an agreed period of time.
(Close)Q. I am starting up a new business and have no telephones, lines or equipment; do you offer a start up package at all?
As a leading phone system supplier in South Wales, at TWL we understand that starting up a business can be an expensive and challenging time. (Read More...)
At TWL we can provide you with a bespoke telecommunications package that will meet your needs and requirements. Fixed lines, telephone systems, mobile phone contracts – with so much to do when starting a business, why not let the business phone experts take care of you.
Whether you are setting up by yourself or starting out as a small company with only a few members of staff for instance, we look to find the right solution based on your requirements with a free no obligation face to face consultation.
As a leading telecommunications provider in South Wales and across the UK, we can offer you a range of cost effective and efficient new telephone systems, refurbished telephone systems, voice & data cabling, call recording, cheap telephone calls, photocopiers and telephone solutions. As an independent telephone supplier we will be able to offer you impartial, advice and quotes.
If you would like a quote on comprehensive communications solutions please call us today on 029 20 839 100.
(Close)Q. It says on your website you are based in South Wales, is it just South Wales that you cover?
TWL is based in Cardiff, however we provide telecommunication solutions to businesses across the whole of South and West Wales. (Read More...)
We have clients in locations across South Wales including Cardiff, Pontypridd, Newport and Swansea. As a leading provider in telecoms, we also look after national clients who have offices in England and all across the UK.
(Close)Q. Can you provide me with a reliable maintenance service in the event of my telephone system having a fault?
The disruption to business caused by a telephony communications breakdown is something no company wants to experience.(Read More…)
That is why we offer a complete telephone systems maintenance service to all of our customers, giving our clients one less thing to worry about.
At TWL, we constantly strive to be the number one leading telecoms provider in South Wales and across the rest of the UK. In the unlikely event of a problem arising with your telephone communication system, we have implemented a helpdesk service to get your phone services back to normal as quickly as possible.
Our telecommunication helpdesk will take your details, arrange where possible for all calls to be routed to another fixed line phone or mobile number whilst the fault is being repaired and keep you updated via email on our web based portal.
(Close)Q. Some telecommunication companies in South Wales tie you into long leases, I want flexibility, can TWL help?
Choosing the right business telephone equipment to lease can be a difficult decision. (Read More…)
However at TWL we are here to provide advice and solutions to meet your telecommunications needs. Phone companies from across South Wales all differ with the leases they offer, however, as a leading telephone provider in South Wales we offer leases of no more than 48 months, allowing you to review your telecoms leasing contract regularly and alter your lease to meet the demands of your business. At TWL, there are no hidden charges. We provide you with a detailed breakdown of your monthly payments and the full term costs, and all of our leases are no more than 48 months.
(Close)Q. When can you fit my telephone system?
At TWL we can install your telephone systems at a time convenient to your business. (Read More…)
We are able to carry out work outside of business hours but do require notice to ensure we have the correct engineers available for the times and dates specified.
(Close)Q. I am looking for a new telephone system, do you specialise in Mitel phone systems?
As a leading telephone system supplier in South Wales, we are able to offer your business a wide range of telephone systems. (Read More…)
The latest system we have added to our range is the Mitel brand. As a leading business telephone supplier we can provide you with several leading systems from Mitel including the Mitel IP Phones. For over four years Mitel has been offering the industry's most comprehensive portfolio of IP desktop devices.
As an exclusive authorised partner in South Wales of leading unified communications solutions supplier Mitel, we offer a wide range of phone services options. Here at TWL we are able to leverage Mitel’s expertise, offering new and existing clients advanced voice, video and data communications platforms as well as applications for customer relationship management and mobility in addition to its existing services.
Through Mitel we can offer your business a wide range of telephone systems including voice-over-IP (VoIP) IP-PBX system, IP business telephones, contact centre/call centre applications, messaging and voicemail applications, enterprise management applications and mobility and wireless solutions.
From affordable entry-level phones to products that deliver advanced applications to the desktop, Mitel offers business users across south Wales and across the UK a broad range of analogue, digital, and IP phones, consoles, conference units and peripherals.
If you are looking for a telephone system to meet the needs of a small to medium size business, the Mitel 5000 Communications Platform is a telephone system which is suitable for up to 250 users. The system offers small to medium size businesses advanced multimedia communications capabilities and additional cost savings. The Mitel® 5000 Communications Platform (CP) is based on open architecture interfaces and standard protocols, giving you the flexibility to tailor a system to meet the needs of your enterprise.
Our partnership with the leading provider of unified communications solutions and services allows us to offer the very best in telecommunication deals to businesses in the South Wales area including Pontypridd, Newport, Bridgend, Swansea and Cardiff and across the rest of the UK.
(Close)Q. What does TWL Voice and Data offer businesses in South Wales and the UK?
Based in South Wales TWL is the Wales and West leading Mitel and Toshiba telecommunication specialist. (Read More…)
However, through the growth in our specialist knowledge of Mitel and Toshiba systems we have grown to cover National based companies that have struggled to find clear solutions in their areas.
We only specialise in providing the worlds Leading Telecoms leading telephone systems that cover SME’s and Large Businesses, through Toshiba and Mitel telecoms systems respectively. The reason for this is simple, as we have found that dealing in too many telecoms systems leaves our engineers with a thin coverage in several systems as opposed to the laser like focus we demand to deliver our Toshiba and Mitel packages.
(Close)Q. Do we offer second hand, cheap or refurbished telephone systems?
We often get asked for cheap and second hand telephone systems along refurbished telephone systems etc and we can look at supplying these if we feel that they would be good enough for your business in 3 -5 years. (Read More…)
No business can predict their future, or what revelations technology has to offer so we always deliver a phone system that enables some vertical integration (Upgrades), so you can add extensions change your call plans etc as your business demands.
Getting into a 5 year lease on old equipment may not be right for you 2 years down the line.
(Close)Q. How can I believe what you’re saying?
For the last 7 years, our reputation comes from our existing customers and our ability to keep them over the years as their trusted telecoms partners. (Read More…)
Through providing genuine customer service, and close working relationships we’ve been able to keep most of our clients for over 5 years.
All telephone system needs change over time, and they all need maintaining, updating etc and this is where we excel. Through taking away the complete pain of telecoms operational problems we have secured nearly all of our customer referrals.
(Close)Q. Why only 2 telecoms systems?
It’s very simple, through focusing on only 2 specialist platforms (Toshiba & Mitel) were bang up to date on every single aspect that Mitel and Toshiba has to offer. (Read More…)
We don’t entertain any other systems and we are not geared to supply or maintain any other systems outside of these areas. We believe that these systems are the best in the world and can handle the most diverse of businesses, so this is what we specialise in.
TWL can’t offer “comprehensive independent advice on a broad range of telephone systems” we offer first class information on Mitel and Toshiba Telephony Systems.
(Close)Q. Do you cover our industry areas?
TWL’s customer base is across many different businesses ranging from Golf Clubs to Dentists to housing Associations, Ports, Prisons, Haulers, Window Companies, and Local Authorities. (Read More…)
Every company is different by virtue of the people that run them, so were very happy to deal with each person at their own rhythm, needs and pace. Some teams are advanced in telecoms and want a hassle free installation and access, whilst other customers need detailed tenders and quotes, and it is this process that we are uniquely adaptable in.
(Close)Q. What are the benefits of using a Toshiba Telephone system?
Toshiba telecoms systems offer SME businesses an edge in having the best technology at your finger tips backed up by the Worlds most reliable telephone system with a huge range of useable functionality. (Read More…)
Some of the main advantages of a Toshiba System are:
- Spare parts are easy to come buy
- TWL are expert Toshiba Partners on hand in your community
- Toshiba is rated the Number 1 system by SME’s
- Toshiba are clear innovation telecoms leaders
- Toshiba perfected upward compatibility which allows you to update only the necessary parts not the whole system
- They have the most advanced features at the best prices
- Toshiba are built on a modular platform which allows easy fault finding and fixing
- Toshiba programmed systems migrate perfectly giving your business major flexibility
- Your business will change and you will be glad you chose Toshiba
- Toshiba’s low maintenance costs and reliability are outstanding – How many PC’s do you see over 10 years old?
- Toshiba Systems make us look good so we love them!
Q. As a telecommunication provider, do you offer a consultancy service?
TWL survives by being an expert Mitel and Toshiba telephone consultancy service. (Read More…)
However, as we’ve been around for a few years naturally we’ve got experience of mostly every telephone system in the market today, which is what most customers ask us if they aren’t currently using a Toshiba or Mitel system.
Naturally we offer a free consultancy service to give your business a telephone system health check, where we will review your existing telephone system no matter what it is. However, we don’t offer maintenance contracts or upgrades to any other phone systems other than Mitel and Toshiba.
If you’re looking for maintenance or upgrades to anything other than the platforms we deal with, then our best advice is to find a specialist in that system. Telephone Systems are seriously complex operations and your better off in the long run to pay a bit extra for someone who specialises in those systems. This is so important that we’ll even help you find a specialist for your system if you are struggling to find one.
(Close)