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| Back to About Teleglobe
"Early Bird," |
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Company Information
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| Teleglobe (TLGB) is
one of the world’s leading wholesale providers of international
telecommunications services, including voice, data and IP, and mobile
signaling services. Teleglobe became a public company trading on the
NASDAQ with the acquisition of Voice over IP (VoIP) network leader ITXC
Corp. in May 2004.
Teleglobe owns and operates one of the world's most extensive global
telecommunications networks, providing reach to over 240 countries and
territories with advanced voice, data and mobile signaling capabilities.
Teleglobe has over 250 direct and bilateral relations with leading voice
carriers, ownership in over 100 subsea and terrestrial cable systems and
is one of the largest providers of satellite capacity connecting the
Internet.
Uniquely positioned as a carrier's carrier, Teleglobe has a solid
portfolio of international telecommunications services. With over 1200
wholesale customers, Teleglobe is the carrier of choice to many of the
world's leading telecommunications, mobile operators, and Internet service
providers. Carrying close to 10 billion minutes and a significant portion
of the world's Internet traffic, Teleglobe's network is consistently
ranked among the most robust and reliable, performing at the high end of
industry standards.
As an innovator and major international partner for over 50 years,
Teleglobe can be trusted to enable you to offer high performance and
reliable global communications services to your customers at a competitive
price. |
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Why
Teleglobe |
- Teleglobe is one of the world’s leading wholesale providers of
international telecommunications services, including voice, data and IP,
and mobile signaling services building on over 50 years of industry
leadership in international telecommunications.
- Teleglobe has over 1200 wholesale customers, and is the carrier of
choice to many of the world's largest telecommunications and Internet
service providers.
- Teleglobe is a trusted partner, focused on international services
and does not compete with its customers for their retail customers.
- Teleglobe owns and operates one of the world's most extensive
telecommunications networks for voice, data, and mobile signaling
services, providing global reach to over 240 countries and territories.
- Teleglobe has over 250 direct and bilateral relations with leading
voice operators.
- Teleglobe is one of the largest providers of international Internet,
directly connecting over 90 countries.
- Teleglobe is connected to over 350 mobile operators.
- Teleglobe's network is consistently ranked among the most robust and
reliable, performing at the high end of industry standards.
- Teleglobe is a conservatively managed company with reduced operating
costs, a clean balance sheet, and a solid portfolio of services designed
only to meet the needs of our carrier customers.
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Teleglobe's Network |
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A POWERFUL, EFFICIENT GLOBAL NETWORK FOR DATA,
VOICE AND SIGNALLING
Teleglobe owns and operates one of the world's most extensive global
telecommunications networks, providing reach to over 240 countries and
territories with advanced voice, data and signaling capabilities.
Teleglobe’s global network supports global IP Transit, international
private leased circuits (IPLs), bandwidth capacity, and broadcast
services. Teleglobe has ownership in over 100 subsea and terrestrial cable
systems and has access to over 40 teleport antennas and transponder
capacity serving the Atlantic, Pacific, and Indian Oceans. Teleglobe is a
global Tier 1 internet service provider (ISP) and operates the IP backbone
AS 6453. Our MPLS-enabled IP network connects more than 90 countries to
the Internet and is ready for IPv6, the new generation IP protocol.
Teleglobe offers International Private Lease (IPLs) service to over 95
countries via 131 carriers agreements of which 55 have enabled the
One-stop shopping arrangement. Broadcast services are available worldwide.
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In French
WRITTEN ONLY but here Translated in English
Head Office
"Administration principal offices" |
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| Our Offices Téléglobe
P.O. Box HM1154
10 Queen Street
Hamilton HM EX
Téléphone: +1.441.296.4856
Télécopieur: +1.441.292.6900
Bureaux à l'étranger
Canada
Téléglobe
1000 rue de La Gauchetière Ouest
Montréal (Québec)
Canada, H3B 4X5
Ligne directe : +1.514.868-7272
Ligne sans frais (Canada et États-Unis) : + 1-800-465-7551
Ligne sans frais (Autres Pays) : +1-800-6663-6266
Télécopieur : +1.514.868-7234
États-Unis
750 College Road East
Princeton, NJ
U.S.A. 08540
Téléphone: +1.609.750.3333
Télécopieur: +1.609.419.1511
12010 Sunset Hills Road
Reston, Virginia
U.S.A. 20190
Téléphone: +1.703.766. 3100
Télécopieur: +1.703. 733. 3102
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Global Offices given in English
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Téléglobe Global Offices
Teleglobe - About Teleglobe - Global Offices
... Executive
Offices Teleglobe PO Box HM1154 10 Queen
Street Hamilton HM EX
Telephone: +1.441 ... F | G | H | I | J |
K | L | M | N | O | P | Q | R | S | T | U
| V ...
www.itxc.com/en/about_teleglobe/global_offices/
- 15k - Cached - Similar pages |
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| Bermuda
(Country
identification forgotten by teleglobe) |
P.O. Box HM1154
10 Queen Street
Hamilton HM EX
Téléphone: +1.441.296.4856
Facsimilé: +1.441.292.6900 |
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Corporate Governance Members |
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Regional Offices |
Canada
Téléglobe
1000 rue de La Gauchetière Ouest
Montréal (Québec)
Canada, H3B 4X5
Téléphone: 514.868.7272
Facsimilé: 514.868.7234
www.teleglobe.com |
États-Unis
750 College Road East
Princeton, NJ 08540
Téléphone: +1 609 750 3333
Facsimilé: +1 609 419 1511
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États-Unis
12010 Sunset Hills Road
Reston, Virginia
U.S.A. 20190
Téléphone : +703 766 3100
Facsimilé : +703 733 3102 |
Asie-Pacifique - Hong Kong
2508 Two Pacific Place
88 Queensway, Hong Kong
Téléphone : 852 2530 8500
Facsimilé : 852 2537 7417
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Europe - Royaume Uni
Suite 7.03 - 7th Floor
2 Harbour Exchange Square
London, E14 9GE, England
Téléphone : 44-207-519-4610
Facsimilé : 44-207-519-4609 |
Sud d l'Europe - Espagne
Parque Empresarial de "La Moraleja"
Avenida Europa, 4, Bajo A
Madrid, Spain 28108
Téléphone : 34 91 657 4890
Facsimilé : 34 91 662 0679
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Teleglobe's Network
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A POWERFUL, EFFICIENT GLOBAL NETWORK FOR DATA,
VOICE AND SIGNALLING
Teleglobe owns and operates one of the world's most extensive global
telecommunications networks, providing reach to over 240 countries and
territories with advanced voice, data and signaling capabilities.
Teleglobe’s global network supports global IP Transit, international
private leased circuits (IPLs), bandwidth capacity, and broadcast
services. Teleglobe has ownership in over 100 subsea and terrestrial cable
systems and has access to over 40 teleport antennas and transponder
capacity serving the Atlantic, Pacific, and Indian Oceans. Teleglobe is a
global Tier 1 internet service provider (ISP) and operates the IP backbone
AS 6453. Our MPLS-enabled IP network connects more than 90 countries to
the Internet and is ready for IPv6, the new generation IP protocol.
Teleglobe offers International Private Lease (IPLs) service to over 95
countries via 131 carriers agreements of which 55 have enabled the
One-stop shopping arrangement. Broadcast services are available worldwide.
>>>
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| Services
Why do so many of the world's largest
carriers depend on Teleglobe? It is our diversified portfolio of voice,
data and IP, and mobile signaling services backed by Teleglobe's integrity
and expertise that customers have come to trust.
Teleglobe offers a range of services in the following markets:
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Voice
Data and IP
Mobile Signaling |
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Customer Support
Customer Support
Teleglobe provides communications services to
some of the world's most demanding customers—including more than 500 of
the world's largest telecommunications carriers and ISPs in more than 100
countries.
We are committed to thoroughly understanding your business requirements,
meeting your needs, and delivering the highest levels of service. Our
customer service personnel are available 24x7. We will work to continue to
earn your business by providing knowledgeable and responsive customer
support every day, in every business transaction.
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Global Customer Service
The purpose of this document is to describe the fault resolution process carried out by two integral departments within Teleglobe. These departments include the Global Customer Service Center (GCSC) and Global Network Management Center (GNMC); their ultimate goal: Provide the highest level of Customer Service and Satisfaction.
It is the mandate of these two departments to exceed Customer’s expectations in all it provides: and such will be accomplished with continuous training, heightened professionalism, superb technical ability, etc.
The following document details the relationship between the two departments and what they do to service and satisfy Teleglobe’s Customers.
Customer Service Centre
Teleglobe’s GCSC serves as the Customer entry point for all service outage reports and other service related faults. The GCSC provides 24x7 support in multiple languages. The GCSC is staffed by customer service professionals specialized in the Telecommunications industry, all with technical backgrounds and customer management training. Their mandate is to follow up on faults identified by customers or by Teleglobe’s internal systems and processes. After screening the inquiry, the GCSC opens a trouble ticket for action by the appropriate parties in the GNMC. Service outages and other service related faults shall be dealt with expeditiously upon the opening of a trouble ticket per the procedures in this document.
The GCSC is the central point of contact for Teleglobe’s customers to report faults. The GCSC also informs customers of faults detected by Teleglobe. The GCSC is the owner of the Escalation and feedback process for customer complaints within Teleglobe. Working with Teleglobe’s GNMC, the GCSC will track all faults until their resolution.
The GCSC can be reached through any of the following methods:
Country Specific Toll Free Numbers:
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Argentina
08002220069 |
Mexico
0018005140346 |
Bahrain
800932 |
Norway
80013447 |
Brazil
00081562030089 |
Poland
008001114497 |
Canada
18005671950 |
Portugal
800819512 |
Chile
800201790 |
Russia
81080021611012 |
China
108001400064 |
Spain
900981576 |
Colombia
9809190178 |
Sweden
020798512 |
Denmark
80880408 |
Switzerland
0800838811 |
France
0800910517 |
Thailand
0018001562200592 |
Germany
08001812364 |
Turkey
00800142030326 |
Greece
0080016122030179 |
U.K. (1)
0800896940 |
Hong Kong (1)
800930578 |
U.K. (2)
0800895256 |
Hong Kong (2)
800965063 |
U.S.A.
18889333399 |
Italy
800872018 |
Venezuela
08001003081 |
Japan
00531162214 |
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*Note: UIFN Toll free access is currently available in Australia, Austria, Belgium, Denmark, Finland, France, Germany, Hong Kong, Ireland, Japan, Malaysia, Netherlands, New Zealand, Norway, Philippines, Singapore, South Korea, Sweden, Switzerland, Taiwan, and the U.K. Refer to your account representative for availability of this service in your area.
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For escalation twenty-four (24) hours a day please contact: |
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Global Network Management Center
Teleglobe’s state-of-the-art GNMC has a staff of graduate-level telecommunication technologists working on a 24x7 schedule. The GNMC mandate is network management, network surveillance, and troubleshooting. Teleglobe’s engineers, technicians, and support staff monitor network operations and capacity around the clock to ensure stated service levels are achieved. GNMC engineers/technicians open fault tickets based on system-generated alarms from the various network management tools and systems. Customers are notified whenever service-affecting faults occur and fault reports are available upon request.
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Reporting Procedures
Customers should immediately report any service outages or other service faults to Teleglobe’s Global Customer Service Center (GCSC). Teleglobe’s preferred method of receiving communication is via telephone. When contacting customer service please be prepared to provide the following information:
- Your name, company name, telephone number
- Your fault reference number
- Date and time of fault occurrence(s)
- Outage or impairment status (Facility Fault)
- Circuit designation (Facility Fault)
- Short and concise description of the problem including all test results
- Destination number or City Code (Voice termination issues)
Upon notification of a Service Outage, the GCSC representative will enter all information into a globally integrated computerized fault management system. The following information will be provided to the customer:
- The name of the customer service agent accepting the referral, and
- Teleglobe's fault ticket reference number
This trouble ticket reference number should be used every time customer service is called.
Resolution Procedures
Upon notification of a service outage or other service deficiency, the GCSC will advise the GNMC via our computerized fault management system. Since Teleglobe is an international telecommunications and data carrier, the service outage or service deficiency may be related to a particular link with a foreign carrier or localized within the territory of a foreign administration. In that case, the GNMC will co-ordinate the testing and repair work with the foreign carrier or administration. The GCSC will follow the progress of this work, keeping the customer advised of the fault resolution process and ensuring rapid fault resolution.
Either upon receipt of a called-in fault report or from automatic fault detection, GNMC personnel investigate to determine the source of the fault and attempt to resolve it. If this is not feasible, maintenance personnel are dispatched on a worldwide basis to the source of the problem.
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Customer Updates
The GCSC is responsible for comprehensive status feedback to customers. Feedback are given to customers as per the standard procedures or as negotiated with the Customer in said Customer’s Service Level Agreement (SLA).
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Repair Time and Escalation
Teleglobe maintains aggressive goals for Mean Time To Repair (MTTR). If the MTTR threshold is in jeopardy and/or if the customer feels it necessary, the customer may begin escalating the trouble within Teleglobe.
The following escalation guidelines apply to customer service interruptions:
- Escalation should be made at the given intervals until the trouble is isolated and a repair plan is implemented.
- Escalation can vary after the isolation of the fault depending on repair activity underway and is not necessarily limited to set intervals.
- Escalation will be based on fault duration, not length of time at the fix agency (even if the fix agency just received the ticket). The escalation clock starts when the ticket is opened.
Fault Ticket Closure
Once the fault has been corrected, customer service will contact the Customer to ensure that they are satisfied the problem has been corrected. The trouble ticket will only be closed in accordance with the customer. The customer will always be provided with at least twenty-four (24) hours to re-test and confirm the problem is resolved.
Special Investigation Request
If a customer is not satisfied with a particular fault clearance, or for any reason suspects that the problem is not entirely resolved and requires a more in-depth investigation, they can request a Special Investigation Report. Such request should be addressed in writing to the GCSC Director or their local customer account manager (sales rep.) who will acknowledge its receipt and co-ordinate the investigation activities within Teleglobe.
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Chairperson
Member
Financial Expert