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Odyssey Systems offers a wide range of products to its customers, including call reporting.
Call reporting allows for full transparency of your telephone system, with the use of automatic call distribution, consolidated agent and queue management, historical and real time reporting and advanced call routing options.
Reports can be generated automatically with extensive information on incoming calls, average ring time, talk time, abandoned calls, total calls, busiest periods, etc.
Incoming calls can be directed to the correct department using number recognition and queues can be managed in real time and displayed using real time wall boards.
Our proposed telephone solution has the ability to be upgraded to integrate with your current CRM system, if the system is compatible. Customer records can also be programmed to appear on the operator’s screens, which are identified by incoming telephone numbers, providing operators with the ability to dial from the screen.
We would be happy to discuss the possibility of you joining Odyssey Systems. If you would like to arrange an appointment, please get in touch on 01642 661888.

As our data becomes our most valuable asset, keeping it safe is paramount.
In an effort to reduce risk, companies are moving their information “into the cloud”. Though the cloud sounds global and almost magical, it is simply a rack in a highly-secure data center somewhere.
Odyssey owns and operates our infrastructure, which allows us to provide a reliable, scalable and flexible range of cloud services to customers.
Below is range of products we can offer your business.
Domain Names
Register your domain name with Odyssey Systems.
We are a Nominet accredited registrar and can register over 1,000 different top level domains for your business.
Web Hosting
A hosting solution to suit all business requirements.
Talk to Odyssey about our shared, virtual and dedicated servers.
Email Hosting
We have provided customers with a fully managed email hosting service since 2006.
You can trust our infrastructure and team to keep your business communicating.
Web/Email Filtering
Take back total control of your network.
Eliminate spam and unwanted traffic from your business.
If you would like any further information on the products or on joining Odyssey Systems. please get in touch on 01642 661888.

Leading North East telecommunications company Odyssey Systems has helped boost productivity at Dunhouse Quarry and support its latest expansion with the installation of a ‘rock solid’ telephony solution.

Dunhouse Quarry needed to update its communications technology to increase efficiency in sales and administration, and create a platform from which to exploit current and future technological advances.

Odyssey, as longstanding supplier to Dunhouse Quarry, was engaged to provide a new resilient system to sustain increased demand and volumes of internal and external calls. Odyssey’s engineers conducted an entire overhaul of the quarry’s telephony infrastructure and a full scale re-cabling of telephone extensions at its site in Cleatlam, County Durham.

In addition, Odyssey’s engineers installed a modern hosted Mitel system to accommodate the increased extensions, while also upgrading the lines from ISDN to SIP. The state-of-the-art phone system has the ability to dial contacts at the touch of a button on a contact’s name, similar to a smartphone, saving time on dialling the digits of existing contacts.

Dunhouse’s existing CRM system was also integrated to support the upgraded software.

Dunhouse Quarry is a long-established family owned group of companies, which specialise in the stone masonry industry. Its production facilities are based in Staindrop, County Durham, and the company is able to carry out all aspects of the trade, including quarrying and fixing, mainly in sandstone and limestone.

Paul Allison, Director at Dunhouse Quarry, said: “Efficiency is key to success and communication is central. Our system was very old and was hampering our output at times and customer service, which is why we called on Odyssey Systems’s support.

“We have worked with Odyssey for more than 20 years and its team have provided us with a modern solution that is already paying dividends.”

Mike Odysseas, Managing Director of Odyssey Systems, added: “Productivity is a major issue among firms up and down the country, and we are able to utilise the latest technology to support businesses meet their targets and provide solutions to improve efficiency amongst their workforces.”

Odyssey Systems would like to show their support and appreciation to the North East Ladies day which was held on September 23rd,such a fantastic event raising money for local charities.

Two of our employees were lucky enough to attend the event and escape the office for the day and were delighted to be part of such an event.

NELD is an annual event where local women meet together in friendship, with the event raising substantial funds to support local charities in the North East of England.
The event includes a luncheon, an opportunity to make some purchases , a fashion show and guest speaker.

The event is well supported, with over 600 ladies enjoying the day , last year they raised £23,000 for two local charities fingers crossed they can beat last year’s total.

A North East telecommunications expert is issuing a warning to business owners to review their procedures and data storage, ahead of a significant legislation change.

Mike Odysseas, Managing Director of Stockton-based telecommunications firm Odyssey Systems, is urging businesses across Tees Valley and the region to embrace the General Data Protection Regulation (GDPR) in order to avoid heavy fines.

GDPR will replace the existing Data Protection Act from 25th May 2018 and change the way that personal data is obtained, stored and secured. It applies to all businesses that collect EU citizens’ data, which identifies individuals, including information obtained through video conferencing and call recordings, and will give people greater rights and control over their personal data.

As a result of the legislation change, businesses may be required to employ a Data Protection Officer to oversee the implementation, and staff will need to be trained in order to understand what constitutes a GDPR breach.

Breaches, and a failure to report them, can result in a penalty of £7.9m or two percent of a company’s turnover. For larger incidents this could even bankrupt an organisation.

Mike Odysseas said: “The financial penalties of any GDPR breach have the potential to cripple a company, which could bankrupt or lead to the closure of a small firm, so people must be aware of and respect these key changes. Staff training is essential and in some cases a Data Protection Office may need to be employed to oversee the implementation, which demonstrates the importance of the new directive.

“Firms using video conferencing and those which record calls, whether for training purposes or to monitor performance, must also be clear and ensure consent is agreed if personal data changes hands.”

GDPR will provide data subjects with the right to request that their personal data is permanently deleted and uncomplicated ways for people to withdraw consent must be available. It also covers indirect identification of personal data, which includes separate pieces of information that could lead someone to be identified.

The directive will also change the way in which firms contact third parties for data collection purposes, meaning companies will have to change the way they capture data as consent cannot be inferred.

Mr Odysseas added: “The changes could heavily impact on the marketing of businesses, particularly through digital marketing and subsequent data capture through emails, telesales or even text messaging. Firms need to review their policies and procedures well in advance of the changes to avoid potential headaches and consequences come May 2018.”

Nowadays, we see a lot of polished advertising campaigns offering us bigger, better and cheaper services. We’re constantly bombarded with messages encouraging us to switch energy, phone and broadband providers. The barrage of sales calls at home and in the office, grinding us down to invest in upgrades and new products. But among the appealing headings and slogans, we should all beware of hyperbole and misnomer.

One of the great misrepresentations in the age of the World Wide Web, is the concept of “unlimited broadband”. Consumers and businesses alike fall victim to the mis-sold product. Prepare yourself for a shock – truly unlimited broadband, doesn’t actually exist.

Broadband services are always limited in one of three ways. If you think about it logically, it would be impossible for any company to offer unlimited broadband to everybody, because bandwidth simply isn’t infinite. If everybody decided they wanted to transfer large documents or download high definition videos at the same time, it would soon become clear just how limited broadband is.

So-called “traffic shaping” is the most common way for providers to manage broadband service. It involves monitoring the customer’s usage, and slowing down traffic for example, those who are downloading data most intensively. This enables them to service more users, offering priority speeds to those dependent on fast internet to deliver smooth operation, but effectively limiting the access of heavier users.

Companies who don’t operate on a policy of traffic shaping, leave their customers at risk of falling victim to considerable congestion. Although not direct and deliberate, this is still a form of limitation and prevents unhampered internet access. Some internet providers, rather than offering “unlimited” access, provide variable bills based on actual usage, especially during peak periods. But consumers and business customers often feel uneasy about variable bills, with many still opting for what they have been led to believe is the “unlimited” option.

So, what’s the solution? Well, in the first instance, it’s about being realistic about the fact that your broadband speed won’t necessarily always perform at exactly the same speed. But it’s also important to establish priorities – buying in the cheapest “unlimited” offer, might not necessarily be in your interests. Companies may be piling users onto overstretched broadband infrastructure, ultimately delivering weaker service. But in an increasingly e-dependent world, especially in business, maintaining strong connectivity has never been more vital. In such a world, service and coverage must surely be a priority.

While it’s necessary to follow the rules of phone etiquette to make and maintain a positive impression of your business in the minds of callers, it’s also critical that you have a system in place that can provide a positive calling experience when you’re not available to pick up the phone. Odyssey systems auto-attendant was designed for that very purpose.
We’ll record a professional greeting that will make the right impression on everyone who calls your establishment. Your auto-attendant can relay critical information that your clients simply can’t wait to get as well, such as your hours of operation or your current specials. To learn more about how an auto-attendant from Odyssey systems can help your business make a lasting, professional impression on your callers, contact us today.

In May 2018 rules come into force that could make it much more difficult for employees to use their own mobile phones, tablets and laptops at work.
The General Data Protection Regulation, an EU Directive which mandates that companies handling data about or on behalf of their clients must appoint a Data Protection Officer, imposes heavy fines for loss of data.
You might ask, what has this got to do with people checking their work emails on their phones or working from home using their own laptop?
There are three main data risks with a allowing a Bring Your Own Device (BYOD) policy; the physical loss of a device, a device being compromised with malicious software, and the transmission of data over unsecured networks.
The easiest way to get around security issues with employees’ devices is to issue them with company owned and managed technology. This means every aspect of security can be controlled centrally, for companies willing to pay for this.
Some companies may ask employees that want to use their own phones, tablets and computers to bring them within the company’s security ecosystem, but such a policy may not go down well with privacy conscious individuals, especially if they are required to access the internet via a permanent VPN.
One simple solution is to allow staff to access information, via webmail and cloud-based applications, if they want to use their own devices. This might not allow the full functionality of BYOD but it is cost effective, and secure combined with measures such as two factor authentication.
The clock is ticking, it is better to speak to an expert now rather than risk a fine in 2018.

Five rules of telephone etiquette

• Answer Quickly: In general, it’s advisable to answer the phone by the time it rings three times. Ideally, you and your team should answer their phones between the second and third ring.

• Greet Callers Courteously: You need to answer the phone courteously and warmly so callers know you’re happy to hear from them, and they’re dealing with a professional who’s ready to address their needs.

• Smile as You Speak: smile before you take an incoming call. When you smile, it influences how you sound and gives your voice a friendlier tone.

• Speak Clearly: It’s critical for you to speak clearly over the phone. Avoid mumbling, speaking too quickly, and using a tone that’s too loud or too soft. Hold your handset at the correct distance approximately 2 fingers away from your mouth this will avoid you sounding muffled and hissy.

• Be Polite: If you have to put a caller on hold, always ask permission before you do so. When you’re back on the line, be sure you thank the person for their patience. Doing these things will show callers you respect their time.