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Products and Customer Service
The introduction of Broadband Telephony to Fixed
Telephony broadened our customers’ telephony
experience. At the same time, the upgrading of
the 3G network to Mobile Broadband gave
Cytamobile-Vodafone customers access to the
fastest Mobile Broadband network in Cyprus.
Cytanet continued to develop its network and
upgraded all its DSL Access and NetRunner
products, doubling download speeds and
increasing upload speeds while maintaining or
lowering prices. It also introduced new Internet
connection products of up to 4Mbps for home
customers and 8Mbps for businesses.
One of our Organisation’s most innovative
services is Cytavision, which has established
itself as the most popular multi-channel pay TV
platform in Cyprus. It improved both its market
position and the product it offers with the
addition of ten new channels, an upgraded
Navigation Area and the chance for customers to
make use of a second set-top box for the
simultaneous viewing of two different channels
on two television sets. The service’s subscriber
base increased by 20%.
In the context of harmonisation with the
programmes of the European Civil Aviation
Organisation EUROCONTROL, we continued to
implement the LEFCO project which provides for
the replacement of the existing Air Traffic
Control Centre by a new generation
state-of-the-art system that will contribute
significantly to the upgrading of the
operational capability of the Department of
Civil Aviation.
Fixed Telephony
Services
For our Organisation and for our customers,
Fixed Telephony continued to be a basic service,
providing top quality, reliable
telecommunications solutions.
The vast majority of households and businesses
in Cyprus continued to make use of basic Fixed
Telephony services (analogue and ISDN) and of
additional services and facilities. With the aim
of satisfying the varied needs of our customers
in 2008, we continued to offer six
telecommunications packages for national calls
(Classic 1 and 2, Home Package and three
Business Packages) at especially attractive
rates. For international telephony we continued
to offer high-quality service at particularly
low rates to every country in the world.
Moreover, we continued to offer the especially
popular “Friends and Family” scheme and to give
volume discounts to customers with large monthly
bills.
In 2008 we enriched Fixed Telephony with the
extremely useful Call Completion to Busy
Subscribers facility by which when the number
that a customer calls is busy, the call is
returned as soon as the number is free, without
the customer having to redial the number.
An important innovation in Fixed Telephony in
2008 was the introduction of Broadband Telephony
with the aim of enhancing our customers’
traditional telephony experience at a very
attractive price. This new service can be used
by many people within the same household and it
enables each member of the family to have
his/her own number. Broadband Telephony also
enables voice and video calls and offers a range
of useful facilities that can be managed over
the web. Video calls are possible among
customers using an IP videophone or a PC
connected to a webcam and microphone headset.
 Mobile
Communications
In summer 2008 we took another significant step
in the development and provision of integrated
electronic communications. In the framework of
our commitment to respond to the needs of modern
society, we upgraded the 3G network to Mobile
Broadband (HSDPA), giving Cytamobile-Vodafone
customers access to the fastest Mobile Broadband
network in Cyprus.
Our main objective was to provide customers with
the fastest, most reliable wireless network
access on the market, either by computer via
Vodafone Mobile Connect or by mobile phones
supporting HSDPA technology in Cyprus and
abroad.
During 2008, in the framework of Cyta’s
rebranding project, we also proceeded to renew
the image of the Cytamobile-Vodafone brand.
Under the new slogan "Make
the most of now"”,
which we support actively via reliable products
and services, we are renewing and strengthening
our relationship with all those who have shown
confidence in us and choose us to live, enjoy,
share and, indeed, make the most of now.
Cytamobile-Vodafone
As we operate in this dynamic environment in a
serious, responsible manner, aware of our
responsibility to the Cypriot public, we are in
a state of constant alert and development. As
the leader in integrated electronic
communications, we aim to help our customers to
make better use of their time by giving them
memorable experiences through the reliable,
innovative, user-friendly services and solutions
that we provide.
The basic parameters of our plan remain the
same: to carry on upgrading our network,
introducing new, advanced services, making
constant improvements to existing services and
customer assistance, and playing an active role
in society.
In 2008, the number of International Roaming
Agreements with foreign networks increased to
350 in 154 countries, enabling our customers to
make even greater use of their mobile telephones
while abroad through the constant addition of
new destinations.
At the same time, International Roaming
Agreements with foreign networks for direct
calls by customers of the soeasy pay as you go
service rose to 96 in 59 countries. For other
countries and networks with which we have
agreements, customers can make calls by using
the code *111*. Prepaid customers of 102 foreign
networks in 56 countries may also make direct
calls when visiting Cyprus.
We further expanded the services that our
customers can access while abroad to include
those enabling data transfer. Customers have
easy access to the Internet and e-mail via their
mobile phone and they can also use Vodafone
Mobile Connect, Blackberry from Vodafone and
Windows Mobile Email to keep in constant contact
with their office and associates, benefitting
from special rates for data transfer via
selected Vodafone networks while abroad. By the
end of 2008, the number of International Roaming
Agreements for 3G/GPRS with foreign networks had
risen to 166 in 77 countries. This facility is
also offered to inbound roamers of 173 foreign
networks in 78 countries when visiting Cyprus.
In the framework of our compliance with the
European Regulation on International Roaming, on
30 August 2008 we introduced new regulated
International Roaming charges for customers
travelling within the European Union. The
purpose of the European Regulation is to
regulate wholesale and retail International
Roaming charges for all mobile telephony service
providers in the countries of the EU and certain
other countries whose rates are regulated by the
EU. Cytamobile-Vodafone also successfully
applies all the provisions of the Regulation on
keeping its customers properly informed.
Moreover, the new International Roaming rates
are the same for customers of both the Pay
Monthly and soeasy pay as you go services, as
part of our simple, easy to understand charging
policy.
By combining Vodafone’s global knowledge and
experience with our own, we are constantly
enriching our portfolio of services, developing
and providing important, tried and tested
services which Vodafone offers in other
countries. Today we can offer customers a
complete portfolio of voice, content and data
products and services designed to support their
business ambitions and to improve their quality
of life, through a combination of high quality
and competitive pricing. During the year our
portfolio was further enriched with new and
upgraded services:
Business 300 & Business 600 Company Pay
Monthly plans exclusively for companies and
their personnel:
The plans enable companies to exercise better
management of their communications needs and to
achieve more effective cost control. With a
fixed monthly subscription to one of Cytamobile-Vodafone’s
Company Pay Monthly plans, companies can connect
five or more mobile phones and receive a
significant amount of talk time and text
messaging for each mobile phone participating in
the plan at special prices. The Business 300 &
Business 600 plans come with a connection charge
and a monthly subscription.
soeasy pay as you go:
In the context of our continuous effort to
provide facilities that will improve the
experience of soeasy pay as you go customers, we
introduced four new soeasy top-up cards, with a
face value of €5, €10, €20 and €35. They
replaced the old top-up cards (£5, £10 and £20)
as part of the transition to the euro.
At the same time, we gave soeasy pay as you go
customers the opportunity to make calls to the
audiotex services (900××××× and 909×××××).
Vodafone live!:
We enriched the content and developed new
services under the Vodafone live! umbrella. To
this end, important new agreements were signed
for the provision of sports, entertainment and
informative content.
 True to our commitment to respond to the
communications needs of contemporary society, in
summer 2008 we gave our customers access to the
fastest Mobile Broadband network in Cyprus, that
of Cytamobile-Vodafone, with the main aim of
satisfying their increased demands and
expectations.
The upgrade of the 3G network to Mobile
Broadband (HSDPA) gives our customers the
fastest and most reliable wireless Internet
access on the market:
• from a computer via the Vodafone Mobile
Connect service
• from a mobile phone supporting HSDPA
technology.
Our customers can enjoy faster Internet at
Mobile Broadband speeds not only in areas
covered by Cytamobile-Vodafone’s 3G/HSDPA
network but also while abroad in a significant
number of countries via networks with which a
3G/GPRS International Roaming agreement is in
place. Moreover, with the packages and plans
that we offer, Internet access from a computer
or mobile phone is more economical.
In the framework of Cyta’s policy of frequently
reviewing its rates and charges, we made
significant reductions to charges for our
services in Cyprus and abroad.
As an integral part of the society in which we
operate, we engage in transparent cooperation
with those around us. We are committed to
continuous development and to the provision of
the greatest possible value to those who place
their confidence in us: our customers, our
associates, our personnel and society as a
whole.
In 2008 we designed and implemented a
dynamic, innovative and important plan which
included:
• Advertising and information campaigns for
products, services and promotions.
• A dynamic presence in key points of sale and
in our Sales Network stores.
• Our participation in exhibitions and events
and the optimisation of international and local
sponsorships (UEFA Champions League, a concert
by Sakis Rouvas, free concerts by Onirama, etc.)
• A range of activities concerning our Corporate
Social Responsibility.
Internet
Cytanet, the biggest Internet Service Provider
in Cyprus, continued to flourish in 2008, thanks
to the constant development of its network and
the provision ïf improved services at more
attractive rates to home and business customers.
With the aim of providing integrated electronic
communications solutions with quality,
reliability and professional service, as well as
promoting greater use of the Internet and the
services it provides, we completed the following
projects:
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The upgrading of all DSL Access and
NetRunner products by doubling download
speeds and increasing upload speeds, thereby
giving Cytanet customers faster speeds at
the same or lower prices. |
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Significant reductions to the rates for DSL
Access and NetRunner broadband products for
both home and business customers. At the
same time, for three months Cytanet offered
free installation of DSL Access Home
products. |
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The introduction of new Internet connection
products with speeds up to 4Mbps for home
customers and up to 8Mbps for businesses.
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The conformance of Cytanet with the
Organisation’s renewed corporate identity.
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The introduction of Live Streaming, a
service that enables sports fans abroad to
watch live and recorded Cyprus football
matches and other sporting highlights online
when these are transmitted by Cytavision.
Moreover, a number of selected sporting
events broadcast by Cytavision are also
available for online viewing in Cyprus.
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The expansion of the Cytanet Wireless Zone’s
WiFi network with the installation of 28 new
Hot Spots and the provision of specialist
solutions for specific customer groups.
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The provision of special prices for students
in Cyprus. |
With the aim of constantly improving the quality
and reliability of the network and of the
services we provide, we further developed the
Cytanet network with the installation of a large
number of new STM-4 (622Mbps) connections for
access to the global Internet, while
establishing direct connections with Greek
Internet Service Providers for faster access to
Greek content. The total global Internet
capacity of these connections is in excess of
5Gbps.
Additionally, as a further social contribution
and with the aim of making the best and safest
use of electronic communications in education,
Cytanet continued to offer its Safe Internet
service free to all primary schools in Cyprus to
protect pupils from illegal and harmful online
content. We also continued to organise free
seminars on the use and potential of the
Internet for primary, secondary and technical
school pupils and for Parents’ Associations and
other organisations. From 2001 until the end of
the 2007-2008 school year, visits were carried
out to more than 330 schools and more than
35.500 pupils and teachers attended the
presentations.
Through Cytanet presentations at various
exhibitions and fairs in Cyprus, our customers
had an opportunity to learn about the latest
Internet developments and to benefit from
various special offers.
During 2008, with the aim of extending broadband
use to more areas so as to satisfy our
customers’ requirements, we proceeded to further
expand our network to semi-urban and rural
areas, exceeding 95% population coverage and
significantly increasing our customer base.
At the same time, we continued to study the
possibility of integrating DSL Access and
NetRunner Internet access products in order to
enhance the customer experience.
 Cytavision Pay TV Platform
Cytavision
has an important place in our portfolio of
services.
Cytavision offers digital video and audio
transmission via a copper telephone line, a
modem and a set-top box.
The service uses the DSL and IP Core networks,
which have been developed to form the
infrastructure for the provision of television
services, fast Internet and interactive services
through multimedia and other convergence
services.
Cytavision is one of our Organisation’s most
innovative services. Cyta was one of the first
telecommunications organisations in the world to
introduce such a service. It offers television
channels, video on demand, games on demand, TV
mail and an information portal.
The platform has an interactive capacity which
currently operates in the provision of content
on demand (video, games, TV programmes). In the
near future, this interactive feature will be
further extended to give customers more
services, greater choice and flexibility.
Cytavision has established itself as the most
popular multi-channel pay TV platform in Cyprus.
Customers have access to more than 40 thematic
channels and all Cypriot national channels, they
can connect to premium channels for sport,
movies and adult content and watch exclusive
live transmissions of major sporting events.
Also, via the movies on demand service,
Cytavision customers have access to hundreds of
movies from all the major Hollywood studios.
In 2008, Cytavision improved both its market
position and the product it offers since:
• Its subscriber base increased by 20%.
• Ten new channels were added to the Basic
Package, including our own Cytavision Nature.
• Customers were given the chance to make use of
a second set-top box for the simultaneous
viewing of two different channels on two
television sets.
• The Navigation Area was upgraded to offer more
to customers, including an enhanced electronic
programme guide and the ability to watch
time-shifted programmes from the Cypriot
channels.
Global
Products and Services
The following
Global Product and Service Portfolios serve the
needs of both internal and external customers.
External customers comprise for the most part
national and international providers, associates
and corporate clients.
Wholesale
International Telephony Portfolio
The portfolio includes products for termination
of outgoing traffic to most fixed and mobile
telephony networks worldwide, as well as
termination of incoming traffic to all fixed and
mobile telephony networks in Cyprus.
CytaWorld.Net Portfolio
The CytaWorld.Net platform is based on the MPLS
protocol and has nodes in Lefkosia (Nicosia),
Athens and London which are interconnected via
an independent submarine cable ring and other
international extensions. Via the CytaWorld.Net
platform, total end-to-end solutions are
provided, including international virtual
private networks, international leased line
circuit emulation and broadband Internet access.
Cable and
Satellite Connections Portfolio
The portfolio includes products for the resale
of space segment capacity on various satellite
systems, the provision of satellite links and
associated co-location services, international
television broadcasting and products for the
provision, lease, interconnection or access of
global cable capacity.
Private
Leased Lines and Signalling Portfolio
The portfolio contains products for the
provision of international private leased
circuits, global Frame Relay and Asynchronous
Transfer Mode (ATM) connections, as well as
common channel signalling transfer facilities.
Services
Portfolio
Specialised and personalised products add value
and support to the broad range of international
telecommunications products. Services include
corporate customer support consultancy services,
international telephone traffic statistics and
predictions, national media restoration
services, freephone services, consultancy
services for the administration of submarine
cable systems and international roaming
facilities for GSM mobile telephony.
National Private
Leased Lines
Via the national television
broadcasting service, TV stations are able to
cover a variety of events with reception and
transmission in Cyprus.
The service enables live
broadcasts from a venue and the transmission of
recorded highlights, by providing part or all of
the telecommunications link with the TV station.
Hosting/Co-Location Service
The hosting/co-location service enables third
parties to house their equipment on Cyta’s
premises.
Where Cyta customers wish to install equipment
in areas where they do not own buildings, Cyta
is able to host their equipment on its premises,
providing at the same time a broad range of
telecommunications services.
Ethernet Services
In autumn 2008 we enriched
our Business Networking services with the
introduction of Ethernet services for
high-speed, cost effective solutions. The two
new services (E-Line and EVPN) are aimed at
business customers for telecommunications
traffic transmission (voice, data and image)
between two or more points of an enterprise.
The main advantages of the
new services over other networking options are
their high connection speeds of up to 1Gbps,
their lower cost and easier installation. They
offer alternative pricing models depending on
the combination of three service quality levels
(Gold, Silver and Bronze) for data transmission,
according to each business customer’s particular
requirements. These new services are expected to
gradually replace the traditional networking
technologies such as leased circuits and the ÁÔÌ
and Frame Relay services.
E-Line and EVPN services have
Cyta’s new Ethernet/IP network as a common
infrastructure. The main characteristics of the
network, which was designed in accordance with
international specifications and provides wide
geographical coverage, are its reliability,
security and the ease with which it can be
extended and centrally managed. Monitoring by
Cyta of all network equipment and the
infrastructure guarantees the most efficient
operation of end-to-end security mechanisms and
consequently, the reliability of the services
provided.
Cardphones and Emergency Telephones
Our Organisation’s cardphones continue to enjoy
widespread public use, mainly by tourists and
foreign workers. At the end of 2008, a total of
2.145 cardphones were in operation (1.800 in
public spaces and 345 in private spaces) for the
best possible service to customers. Some 80 of
the 1.800 cardphones have been especially
adapted for use by people with impaired
mobility.
In 2008, the Telecard Collectors Service
continued to support collectors in Cyprus and
abroad, by issuing special collector’s cards and
special informative literature and assisting
them to obtain telecards/phonecards from old and
new series.
Cyta continued its successful operation of
emergency call systems on highways on behalf of
the Government. The network of 268 telephones
covers all Cyprus’ biggest main roads and
highways.
 Customer Service
Cyta creates new situations and opportunities
for greater development, enhanced prosperity and
a better quality of life. Firmly focused on the
customer, we are highly adaptable so as to
provide the best possible service via updated
systems and methods. Through regular market
surveys and with the help of specialised systems
such as Customer Relationship Management and
Next Best Offer, we stay informed and develop an
understanding of our customers’ needs and
expectations, with the main aim of continuously
improving the top quality, personalised service
that we provide.
Through our sales network we continue to offer
personal service to customers, proposing the
most suitable solutions according to their
particular needs and budget. The upgrading of
the Cytashop network continued in 2008 with the
opening of the new Cytashop at Dherynia where,
in a comfortable, modern space, customers have
the opportunity to try out our services.
Our Corporate Customer Sales Network continues
to support special and corporate customers as
well as Small and Medium Enterprises with an
upgraded personal service. Business clients
receive expert advice and personal service from
our telecommunications consultants on issues of
concern to them. We began the project to expand
the sales network by having specialist
consultants approach smaller enterprises and
self-employed professionals by telephone. Our
aim is to provide total solutions which arm them
with autonomy and flexibility in their chosen
sector. The Sales Network’s aspiration continues
to be that of establishing, reinforcing and
maintaining mutually beneficial long-term
relations with customers: "Close
to business and next to the professional in
order to touch the world together."
Via the Cyta Call Centre we offer high quality
telephone assistance via the islandwide number
132. Customers can obtain information about our
products, place orders, report possible faults
in their services and receive technical support.
Navigation of the Call Centre’s service menu is
via the advanced Interactive Voice Response (IVR)
system by which customers can easily obtain the
complete service they require. In an effort to
improve service, in 2008 we increased the number
of Call Centre assistants by 15% over the
previous year.
The Directory Enquiries Service 11892, operating
in a highly competitive environment, remains the
leading service of its kind in Cyprus. Through
simple and practical facilities it gives
customers fast, reliable and inexpensive
information relating to directory enquiries.
For technology buffs, we offer 24-hour service
via our online portal www.cyta.com.cy.
The portal provides easy and instant information
on Cyta’s products and services, enables online
ordering (of selected products) and purchases of
telephones and accessories. Recently we also
integrated the ebill service into the portal,
enabling customers to obtain billing information
and to settle their bills.
We continued to make our products and services
available from a large number of stores on our
Dealer Network. In 2008, two new chains of
stores joined the network. We place special
emphasis on enhancing the range of products
offered through our Dealer Network, which
includes subscriber and prepaid mobile telephony
services such as Cytamobile-Vodafone, DSL Access
and Cytavision, as well as the opportunity to
switch from other mobile telephony service
providers to Cyta and keep the same number.
Through our associates we also offer top-up talk
time for the soeasy pay as you go service and,
for better customer service, we signed
agreements in 2008 with two new associates
especially for this.
Regarding the installation of services ordered
via Cyta’s various service channels, our
experienced, trained staff visits customers at
their premises, providing the
 necessary
equipment and all possible assistance in order
to familiarise them with the operation of the
services that we provide.
With the aim of raising customer satisfaction
and confidence in us, we encourage customers not
to hesitate in making any complaint and we
promise to respond with the best possible
solution as quickly as possible.
With a new design and appearance, the 2008
printed versions of the Yellow Pages, the White
Pages, the Business to Business Directory and
the Cyprus Visitors’ Guide were published.
All the directories are available online at
www.cytayellowpages.com.cy. Featuring a
user-friendly interface and with data refreshed
daily, the upgraded directory website is a
unique information search tool and, at the same
time, an effective vehicle via which businesses
and professionals can promote their products and
services.
Wholesale
Products
During 2008 we continued to
supply the alternative providers of
telecommunications services with high quality
wholesale products in a free market environment,
in the context of the regulatory framework and
in accordance with the regulatory principles of
transparency, non-discrimination and
cost-orientation.
We managed contracts and
offered wholesale products for:
• Interconnection
• Carrier Selection and Pre-selection
• Wholesale Line Rental
• Local Loop Unbundling
• Wholesale Broadband Access
• Wholesale Leased Lines
• Building Co-location
• Antenna System Co-location
• Ducting System Co-location
• Number Portability
• Access to the Cyprus Telephone Directory
Database
• National Roaming
For the above agreements and
wholesale products, we provide the necessary
support to the alternative providers.
In 2008 we revised our
reference offers and agreements for wholesale
products. We also continued to develop support
systems for the provision and management of
wholesale products.
Facilities to Third Parties
In 2008 we continued to provide services to the
Departments of Civil Aviation, Merchant
Shipping, and Meteorology.
Services to the Department of
Civil Aviation
Cyta provides technical support (the provision
and maintenance of equipment) to the Department
of Civil Aviation, which is responsible for the
smooth, safe, effective and efficient management
of air traffic within the Lefkosia (Nicosia)
Flight Information Region (FIR).
The support provided serves the needs of the
Department of Civil Aviation and is based on the
international standards and recommendations of
the International Civil Aviation Organisation (ICAO),
and in compliance with the programmes of the
European Civil Aviation Organisation EUROCONTROL.
The broad range of support services includes
corrective and preventive maintenance to such a
standard as to guarantee reliable and high
quality communications between air traffic
controllers and aircraft, the monitoring of
aircraft movements via radar facilities, the
retransmission and exchange of aeronautical
information and meteorological announcements.
The equipment being maintained includes
navigational aids such as VOR, DME and DF at
Larnaka and Pafos airports.
In the context of harmonisation with the
programmes of the European Civil Aviation
Organisation EUROCONTROL, implementation of the
LEFCO project continued with the installation of
equipment in customised premises leased for the
purpose. Acceptance testing is due to begin in
the first half of 2009. The project foresees the
replacement of the existing Air Traffic Control
Centre by a state-of-the-art, new generation one
which will contribute significantly to the
upgrading of the operational capability and the
quality of services provided by the Department
of Civil Aviation.
Additionally, procedures continued on the
replacement of the radar system at Kionia.
Services to the Department of
Merchant Shipping
Cyta continued to operate the Cyprus Radio
Maritime Station, which serves seafarers and
ships at sea.
The main mission of the station is to monitor
safety and distress frequencies for ships
travelling within the allocated region of the
Republic of Cyprus. All relevant messages are
transferred to the National Coordination Centre
for Search and Rescue for operational handling.
In addition, weather reports and other data are
transmitted, covering seafarers’ needs for
communications of a social and/or other nature.
Services to the Meteorological
Service
We continued to provide telecommunications
facilities to the Department of Meteorology,
including technical support for the operation
and maintenance of the Doppler-type
meteorological radar system, which enables the
study of meteorological phenomena over Cyprus
and in the broader Eastern Mediterranean region.
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