Call Centre

Yes! Our call system software solutions integrate with most enterprise CRMs including Salesforce, Microsoft Dynamics, SugarCRM, Siebel, SAP and Zoho.
This depends on the systems you currently have in place to track your customer experience. Most service-oriented, customer-facing operations could benefit from having integrated systems that collect and report data to better support their customer service strategies. There are many different options available that are scalable. Sunco will fully assess your needs and recommend the most cost-effective solution for your business.
Advances in technology mean that many sophisticated features are more affordable than you may think. The degree of functionality included in your system depends on your business needs and is easily scalable as your requirements change over time.
Call centre solutions automatically capture data and provide comprehensive analytics to help measure service effectiveness. Whether the customer communicates via phone, email, web chat, SMS text, fax or social media, Sunco systems allow you to track and manage the experience. This data is then easily accessible to help you design better customer service strategies.

Cloud Voice

It’s as easy as picking the phone and features you need, then plugging into your new Cloud-based network. Sunco is here to help with every step of the process, from communication design and installation to training and support. Ready to get started? Request a quote now.
A private branch exchange (PBX) is the telephone network used within a company for internal and external calls. If you’ve ever ‘dialed 9 to get out’, you’ve used a PBX. A Cloud PBX phone system is the same kind of network, hosted online (‘on the Cloud’) instead of via traditional telephone lines and cables.
Sunco works in partnership with Mitel and Panasonic, global leaders in business communication software, hardware, and services. Mitel desk sets are next generation IP phones with a range of high quality features including touch screens and LCD graphic displays. Sunco also supports Legacy Systems — ask us about integrating your current hardware with Cloud technology.
You can stay connected to your business from any device in any location. The best way to get a sense of the power of Cloud communication is to look at an example:Imagine that your office phone rings while you are off-site. You answer on your twinned personal cell phone and the charge is covered by your company’s contract. While you are talking with your client, another call goes to voicemail and you immediately receive an email transcript of the message. The length of your ongoing call is recorded and the client is billed accordingly.Cloud-based systems are easy, seamless, effective and less expensive.
Instead of using traditional phone lines to transmit information, Cloud communication providers host telecom applications, switching and storage on central servers and clients access their network over the Internet. This has a lot of advantages, from cheap (or free) long distance calls, to increased mobility and decreased infrastructure costs. In choosing Sunco, your data is hosted on servers right here in Alberta.
The Cloud isn’t floating around somewhere above us. Every company that offers a Cloud service has physical computer servers that store data in a central location. This allows users to access their files from any device. As an example, instead of storing photos on an external hard drive, you can now store them ‘on the Cloud’ and access them from your computer, phone or tablet at any time.
VoIP stands for Voice Over Internet Protocol and refers (unsurprisingly) to voice and data communication transferred over the Internet. An on-premise VoIP means that the hardware and servers needed to support your communication network live on-site, at your place of business. Cloud-based VoIP is hosted by a 3rd party provider. This can be a great solution for professional offices because there is no need for licensing, hardware or specialized staff. At Sunco, whether you choose a Cloud-based or an on-premise solution, you get the same great features.

Data Networking

Many off-the-shelf routers are not properly maintained, meaning that security updates are not completed and software becomes out-of-date. This can cause your wireless network to go offline and business grinds to a halt.  If your wireless network is routinely going down, a network health check will not only get your office running efficiently again, it will secure your system and protect your business. Request a network health check.
It’s possible your data switches aren’t set up correctly. If you think of your data network as a series of highways, data switches act like traffic cops to direct different types of communications along different channels. Without proper switches, the signals get clogged up and interfere with each other, leading to poor call quality. Another possibility is that your Internet access is poor or your Internet connection speed is too slow.
Does your server room or data closet look like a tangle of unlabelled cables?Improper cabling is a common cause of workstation failure. Sunco can help by providing professionally installed data networks or by working with your company to upgrade or troubleshoot your current system. Contact us for a free estimate.
Sunco takes security very seriously and we work with trusted partners to make sure your data systems are secure. In general, wired systems are more difficult to hack than wireless routers. Remember to change your wireless password regularly and monitor your system to protect sensitive material and ensure no one is able to use your network for illegal activities. Talk to us regarding a network health check to make sure your business is secure.
If your data network wasn’t set up correctly, there could be a number of different problems behind the scenes, from pinched cables to inefficient data routing. Adding wiring or upgrading to a faster Internet connection could solve your problem.

Emergency Phone System Support

Routine maintenance can help prevent system crashes and crisis situations. Sunco offers a range of fixed-fee maintenance agreements that support all major telecom providers and phone manufacturers. If your system is more than five years old, it might be time to think about upgrading. Not only will the system be less likely to go down, but you can take advantage of cost-effective new technologies and increased functionality.
Yes, we can assist. Call our support line at 780.809.1786 and we can help you quickly identify the cause of the issue.  If we cannot solve the problem over the phone, one of our friendly technicians will gladly come to your site.
Sunco provides 24/7 emergency support. Call us at 780.809.1786 and leave a message in our emergency after-hours mailbox. A member of the tech support team will respond within 2 hours.
This is most likely a problem with your telecom provider, meaning the phone lines themselves are down. We can usually do a quick test over the phone to determine if this is the case.
If your repair requires extra time or if your system needs to be replaced, we can provide a temporary solution like a hosted phone system to keep disruption at a minimum. Temporary solutions are usually in place within a day and we have the stock to provide system upgrades and replacements as fast as possible.
One of our techs will try to help you as much as we can over the phone. Once we understand the problem, our support team will make a visit to your site. We’ll come prepared with as much equipment as we need to get you up and running. When the crisis is over, we can offer support and advice on preventative measures and maintenance. Our goal is to create long-term partnerships to make sure our customers are getting the most from their phone systems.

Healthcare

Yes! Sunco is an all-in-one provider for all your phone system and wireless internet needs, which means you can offer extended care residents access to your existing system. Not only is this a revenue-generating opportunity, but it also simplifies installation and ongoing maintenance. No need to juggle multiple providers. Sunco becomes your single-point of contact!
Absolutely! Sunco can conduct a full review of your existing system and recommend options to integrate new elements or replace your system to enhance functionality and efficiency.
Wireless technology has dramatically changed communication in general, but there are lots of benefits specific to the healthcare industry. From hands-free devices that allow practitioners to communicate while maintaining appropriate infection control to custom-designed notification systems — such as WanderGuard® — that notify staff when a patient leaves his or her room, there is a lot of new functionality available to help healthcare teams deliver excellent patient care.
By using outbound call centre solutions to manage appointment bookings, such as automated appointment confirmation by voice or text, patients have the flexibility to easily confirm appointments or connect with reception to reschedule.
From auto attendant to call centre functionality, there are many options available to help enhance service. Sunco can conduct a full review of your existing system and recommend features to improve efficiency and patient care.

Hospitality

Sunco can absolutely help you to deliver an exceptional wired and wireless Internet service for your guests. Our experience in this sector means we have preferred access to all of the major Internet service providers and are able to negotiate the best possible price on your behalf. We would love to put our expertise to work and champion your needs. Get in touch to see how we can help!
The brand standards of multiple large hotels and cruise lines — including Hilton, Marriott, Holiday Inn, Super 8 and Royal Caribbean — recognize our communication partner Mitel as a preferred provider. A pioneer of phone technologies, Mitel has been operating in the hospitality sector for over 30 years and their products represent the gold-standard for hotel communication systems. Learn More About Mitel
The answer to this question is that it depends!  If you are interested in a simple solution that will help you meet phone compliance standards in the most cost-effective way;  a five-button phone with room service and concierge abilities, or a state-of-the-art VoIP phoneset, we’ve got you covered!  Sunco carries a range of different room phone models from various manufacturers — including Mitel, Telematrix, Teledex, Scitec, Inn-Phone and VTech — and we can help you choose the best option based on your budget and specific needs.

Maintenance Agreements

Yes - if you choose a Platinum package. You have a guaranteed two-hour response time on emergency calls and you have priority over non-contract customers on regular service calls.
Yes, phone technology is extremely reliable. But like any other piece of advanced technological equipment, it can go down unexpectedly. A maintenance agreement acts like an insurance policy or an extended warranty and guarantees that phones will be replaced right away at no extra cost. For a fixed yearly investment, you can minimize risk to your business and ensure you’ll never be non-operational due to a phone system breakdown.
We offer four levels of maintenance agreements -- Help Desk, Silver, Gold and Platinum. If one of our plans doesn’t fit with your business, we can also create a customized agreement so you only pay for what you need. Your choice will depend on the size and type of your communication system, and the type of service you require. Give us a call @ 780.809.1786 for some local, friendly advice and a free estimate. Typically, a maintenance agreement will be a fraction of the cost of a new system. Think of it as insurance for your phones: if your system goes down, you can relax knowing it will be replaced quickly, effectively and at no extra cost to you.

Paging

There are two easy solutions to this common problem.
  • We can integrate your phone network so the ring comes over the paging system.
  • We can increase your mobility and flexibility by setting you up with a wireless phone.
There are lots of ways that your paging system can contribute to a comfortable, more effective working environment. Here are a few ideas:
  • You can integrate it with a time clock and broadcast break notifications.
  • You can use it to play background music.
  • You can use it to create white noise for increased privacy in an office setting.
  • You can integrate it with your phone system so you can hear your office phone ringing no matter where you are on the premises.

Professional Office

Absolutely! Sunco is here to help coordinate your move and ensure a smooth transition. Setting up in a new location is a great opportunity to review your current system and identify opportunities for system optimization. Contacting us approximately 2-3 months prior to your move date will give us plenty of time to customize, coordinate and execute a successful move plan for your small business. If you are considering switching to a fibre optic connection, you’ll need at least six months lead time. For more information about the advantages of fibre optic connections, read our blog post The Future is Fibre.  Need a telecommunications moving checklist?  Check out our blog post Telecommunications Moving Checklist.
In addition to quality control, call recording and time tracking provides seamless documentation of conversations which can be used for reporting and to track billable hours. You can even record calls with a secure watermark, which guarantees the accuracy of the digital recording. Digital voice call recordings can also be linked to your CRM software to ensure client records are comprehensive and complete.
Our free telephone bill audit can help with that. At Sunco, we like to say that “you understand your business and we understand ours.” Our business is communications, so we understand confusing industry jargon and can decipher complicated contracts. We’ll translate your bill into language you can understand so you know exactly what you’re signed up for. Quite often our bill audits uncover unnecessary costs, and many companies have been able to reallocate these savings.
Yes! This can be as simple as adding a direct line, using a local phone number for that area, and integrating it with your current system. Incoming calls are then easily directed to a single, centralized reception location, which can be anywhere. Combine that with the proper collaboration tools and your business will see immediate benefits in efficiency and productivity.
VoIP stands for Voice Over Internet Protocol and refers (unsurprisingly) to voice and data communication transferred over the Internet. An on-premise VoIP means that the hardware and servers needed to support your communication network live on-site, at your place of business. Cloud-based VoIP is hosted by a 3rd party provider. This can be a great solution for professional offices because there is no need for licensing, hardware or specialized staff. At Sunco, whether you choose a Cloud-based or an on-premise solution, you get the same great features.

Small Business

It’s as easy as picking the phone and features you need, and plugging into our Cloud-based network. Sunco is here to help with every step of the process, from communication design to installation, training, and support. Ready to get started? Request a quote now.
Absolutely! Sunco is here to help coordinate your move and ensure a smooth transition. Setting up in a new location is a great opportunity to review your current system and identify opportunities for system optimization. Contacting us approximately 2-3 months prior to your move date will give us plenty of time to customize, coordinate and execute a successful move plan for your small business. If you are considering switching to a fibre optic connection, you’ll need at least six months lead time. For more information about the advantages of fibre optic connections, read our blog post The Future is Fibre.  Need a telecommunications moving checklist?  Check out our blog post Telecommunications Moving Checklist.
Yes. We have options to include all of the features you need. We can provision direct lines on a traditional telephone system using ISDN-PRI or thru SIP.
Unified messaging (UM) is a service that ultimately makes many different types of electronic messaging and communication (email, SMS, fax, voicemail, videos, document-sharing, etc.) available within a single interface, and accessible from a variety of devices, such as a desktop, laptop, mobile phone or tablet. It’s just one of the incredible features available with both our on-premise solutions and Voice for Business.
VoIP stands for Voice Over Internet Protocol and refers (unsurprisingly) to voice and data communication transferred over the Internet. An on-premise VoIP means that the hardware and servers needed to support your communication network live on-site, at your place of business. Cloud-based VoIP is hosted by a 3rd party provider. This can be a great solution for professional offices because there is no need for licensing, hardware or specialized staff. At Sunco, whether you choose a Cloud-based or an on-premise solution, you get the same great features.

Telecom Bill Audit

Depending on the size and complexity of your bill, we can usually complete an audit within a week (and sometimes even faster).
No. The bill audit service is provided free of charge with no obligation to buy or pay for additional services from Sunco. As a local, family run business, each one of our customers is important to us and we aim to build long-term partnerships. Often our bill audits uncover unnecessary costs and some companies choose to use these savings to upgrade their systems or take advantage of other Sunco services.
An auto renewal is a clause in almost every telecom contract that renews your contract automatically, possibly with little to no notice. Since network services become less expensive over time, you should be able to get more bandwidth and functionality for less money every time your contract comes up for renewal. But with auto renewal, you lose the chance to negotiate better terms or take advantage of savings.
Our free bill audit can help with that. At Sunco, we like to say that “you understand your business, and we understand ours.” Our business is communication, so we know all about industry jargon and complicated contracts. We’ll translate your bill into language you can understand so you know exactly what you’re signed up for.
If you are having trouble understanding your phone bill, get in touch with us for a free bill audit. With our extensive experience in the communication industry, we’ve worked with all the major telecom carriers and understand their billing systems inside and out.

Telephone System Servicing

There are several important things to consider when moving your telecom system to a new location.  Leaving yourself ample time (at least six to 12 weeks) to have your telephone numbers “ported” or moved to your new premises is critical.  Sunco can help with every step of the process.  We have summed up this important information in our blog Telecommunications Moving Checklist.
Unfortunately you won’t be able to solve this one on your own. Give us a call and we can help to reset the password. It’s a quick fix!
Put the phone on speaker and see it it works.  If it does,  it could be a problem with your handset or cord.
  • Make sure the cord is securely plugged into the wall.
  • Take a working phone from another office and plug it into the same outlet to check whether or not you get dial tone.
  • Check for lights on the phoneset to see if it is connected to power.
We suggest you check or replace your cords, which typically eliminates static.
We know how frustrating and disruptive it can be if your phone system goes down and business grinds to a halt. We offer 24/7 emergency support to get you back up and running as fast as possible. Emergency Phone System Support
Depending on the severity of your problem, we may be able to troubleshoot it right away on the phone. If not, we can come to your place of business within one to three days. Once we are on site, repairs can take as little as one day, depending on parts and the type of repair that is necessary. If you require emergency repairs, we will do our best to help on the same day if possible.
This will depend on your exact business needs. At Sunco, we take the time to get to know your company and the challenges you face so we can make the best possible recommendation for your circumstances.If the cost to repair your system is too high, or if it’s likely that a repair will only be a temporary fix, we may recommend that you upgrade to a new system. You may also be interested in the increased functionality that an upgrade would provide to your business.We always recommend replacing your system if the ‘main system’ (also called the core unit or the Key System Unit -- KSU) has failed. This is the ‘brains’ of a system, and once it fails, repairs become very difficult and expensive. Depending on the age of your system, your replacement KSU may be a refurbished unit, so there is no way to guarantee how long it will last.
  • Call 780.809.1786 during business hours.
  • Email (service@sunco.ca) during business hours.
  • Outside of business hours you can access emergency support 24/7 by calling 780.809.1786 and leaving a message in our mailbox (a technician will get back to you within two hours).

Telephone System Upgrade

Renovations and office moves provide a great opportunity to upgrade phone systems.However, Sunco’s technicians are able to install new systems quickly and with minimal disruption to your business operations so you can feel comfortable upgrading at any time.
By standardizing your offices into one network system you will increase your efficiency and optimize costs.
Yes. Nortel no longer manufactures products or offers support for its systems. Although Sunco is able to provide support for Legacy Systems including Nortel, the only equipment available will be second-hand or refurbished sets. Using these older phones also means that you can’t take advantage of new features and functionality. We recommend that our customers upgrade their Nortel systems.
Every business is different, but there are a few generic reasons why a system upgrade could be the right decision:
  • New features are now available that help businesses operate more flexibly, effectively and productively.
  • The world is beginning to communicate very differently, using texts, social media, video chat and more. Responding to this change will be key for everything from customer service to employee satisfaction.
  • A phone system’s life is approximately five years. After that, there is an increased risk that it may go down. New systems are less likely to fail and can protect business owners from disruptive and costly emergency situations.
By completing our free telephone bill audit, many of our customers find they have been overspending on their phone services and can upgrade their systems at no extra monthly cost. Depending on your budget and business needs, we offer a range of different product and upgrade options. Get in touch with the Sunco team to discuss the right course of action for your business.

Voice and Data Cabling

Sunco can install structured wiring systems including data cabinets, wire management, patch panels, outlets and fibre optics. We work with Category 5/6/6e copper cable, fibre backbone cable and fibre to the desktop.
Cables should not be run over lights or too close to power outlets. Any installation with bends or kinks is likely to cause problems down the road. A properly installed system will follow strict regulations regarding placement of cables and be clearly labelled and tested. Proper design and installation is required to qualify for the manufacturer's 25-year warranty.
  • It is more reliable and easier to troubleshoot.
  • Proper labelling allows for future expansion, changes and flexibility.
  • It is easy to upgrade and will be able to handle higher speeds as technology advances.
  • Every outlet is certified, tested, and ready for use.
  • Certified installations typically include a 25-year warranty, a major requirement for all government and financial institutions.
  • Sunco’s cabling installations come with the options of extended warranty and maintenance agreements.
Loose connections and improperly installed cabling are often the cause of slow network speeds and patchy Internet connections. This can cause headaches in a busy office. Many of our customers opt for cabling retrofits or upgrades to eliminate these problems.

VOIP

It’s as easy as picking the phone and features you need, then plugging into your new Cloud-based network. Sunco is here to help with every step of the process, from communication design and installation to training and support. Ready to get started? Request a quote now.
A private branch exchange (PBX) is the telephone network used within a company for internal and external calls. If you’ve ever ‘dialed 9 to get out’, you’ve used a PBX. A Cloud PBX phone system is the same kind of network, hosted online (‘on the Cloud’) instead of via traditional telephone lines and cables.
Instead of using traditional phone lines to transmit information, Cloud communication providers host telecom applications, switching and storage on central servers and clients access their network over the Internet. This has a lot of advantages, from cheap (or free) long distance calls, to increased mobility and decreased infrastructure costs. In choosing Sunco, your data is hosted on servers right here in Alberta.
The Cloud isn’t floating around somewhere above us. Every company that offers a Cloud service has physical computer servers that store data in a central location. This allows users to access their files from any device. As an example, instead of storing photos on an external hard drive, you can now store them ‘on the Cloud’ and access them from your computer, phone or tablet at any time.

Warehouse

The ability to communicate is critical to your business. We can design multi-platform redundancies into your system to ensure complete coverage regardless of what happens. We can easily design our communication solution to align with your existing disaster recovery strategies.
There are lots of ways that your paging system can contribute to a comfortable, more effective working environment. Here are a few ideas:
  • You can integrate it with a time clock and broadcast break notifications.
  • You can use it to play background music.
  • You can integrate it with your phone system so you can hear your office phone ringing no matter where you are on the premises.
The ability to communicate is critical to your business. We can design multi-platform redundancies into your system to ensure complete coverage regardless of what happens. We can easily design our communication solution to align with your existing disaster recovery strategies.
There are lots of ways that your paging system can contribute to a comfortable, more effective working environment. Here are a few ideas:
  • You can integrate it with a time clock and broadcast break notifications.
  • You can use it to play background music.
  • You can integrate it with your phone system so you can hear your office phone ringing no matter where you are on the premises.
There are two easy solutions to this common problem:
  • We can integrate your phone network so the ring comes over the paging system.
  • We can increase your mobility and flexibility by setting you up with wireless phones.

Experienced. Responsive. Local.

Our team is ready to advise you on how to optimize your business communication systems and keep them running smoothly.

Promise to Customers