“hosted voice services: are they right for you?” andy morrow executive director-voip product...
TRANSCRIPT
“Hosted Voice Services: Are They Right for You?”
Andy Morrow Executive Director-VoIP Product Management, SBC Communications
www.sbc.com
IP Telephony Offers Great Benefits• Reduced Expenses (Admin, LD, Toll)
• Less Network Complexity
• Increase Employee Flexibility
• Anywhere-Anytime Access
• Increased Employee Productivity
• More Collaboration Options
• New MultiMedia Offerings
• Improved Customer Service
But Also Presents Significant Questions
• What technology platform should I implement?
• Will I need to throw out my existing investment?
• Will I really save money over my existing TDM solution?
• Can I operate in a hybrid environment?
• Do I have the staff to operate a VoIP network?
• Will my new VoIP investment become obsolete too soon?
• Will my selected platform be able to support new applications?
• Do converged networks really work?
• Will my business really recognize the promise of VoIP?
Customers Have Multiple VoIP Options
Reliance on Managed-
ServiceProvider
Low
Low
High
High
Owned/Leased Option Outsourced/Hosted Option
OwnedVoIP PBXOwned
VoIP PBX
ManagedVoIP PBXManagedVoIP PBX
OutsourcedVoIP PBX
OutsourcedVoIP PBX
HostedHosted
Economies
SBC PremierSERVSM Solutions
Reliance on Managed-
ServiceProvider
Low
Low
High
High
Owned/Leased Option Outsourced/Hosted Option
IPT SupportServices
IPT SupportServices
IP TelephonyAdvantage
IP TelephonyAdvantage
ManagedCare
ManagedCare
Hosted IP Communications
Service
Hosted IP Communications
Service
Economies
SBC PremierSERVSM Consulting Services
Architecture based on standards such as SIP & MGCP. Customers have choice of phones and can interwork traditional and IP PBXs into the network
Feature ServerFeature
ServerFeature ServerFeature Server
PacketNetwork
PSTN
IP Phones
Your Business Network
LAN
Can reside as part of the hosted network
• Core Packet Network Interface • Interfaces to trunks or lines• Centrex or PBX Interworking
• Call processing • Connection
management
• Advanced features • GUI Service Creation
Media Gateway Controller
(Softswitch)
GatewayGatewayGatewayMedia
Gateway
Hosted Architectures Offer Economies of Scale
Wireless – PDA, Laptop, Cell Phone
HostedBranch 3DS-1/FR
Private IP Backbone
(MPLS Core)
Frame/ATMHosted
Branch 2DS-1/FR
VoIP PBX Branch 4DS-3/IP
IP NVPNs Can Provide The Infrastructure For A True Converged Network
Metro Optical HQ Site 1
Opt-E-Man
HostedBranch 1DS-1/FR
VoIP PBX Branch 5 OC-3/ IP
DSL – SOHO
PSTN PSTN
Access Gatewa
y
A TCO Analysis Will Point You To The Right Solution For Your BusinessTCO Items To Be Considered• Cost of Required Equipment
• Infrastructure Upgrade Expenses
• Toll and LD Expenses
• Administrative/IT Support Expenses
• Power/Space Expenses
• Lifecycle Upgrade Expenses
• New Application Benefits
Hosted Solutions Often Win On A TCO Basis
Monthly Total Cost per Station
$53$55
$93
$35$37
$69
Illustrative Customer Examples
100-Station Customer Monthly Total Cost of Ownership per Station
1000-Station CustomerMonthly Total Cost of Ownership per
Station
Hosted VoIP Solution Managed VoIP PBX Solution
Managed TDM PBX Solution
Monthly Total Cost per Station
Do I Go With A Hosted or VoIP PBX Solution?
Factors Favorable to Hosted
• Multiple sites, geographically dispersed
• High percent interlocation/on-Net calling
• Customer wants to migrate to VoIP over time. Hosted is economically very scalable
• Customer has a mixture of telecom platforms (i.e., Centrex, VoIP PBX, PBX) – requires interoperability
• Customer does not want or have capital dollars to spend on a system
• Customer prefers a fully managed solution
Factors Favorable to VoIP PBX
• Fewer sites, geographic concentration
• Low volume of on-Net calling
• Availability of existing WAN Bandwidth. No need for incremental upgrades
• Willingness to perform a flash cut
• Desire for single global/national telecom platform
• Willingness to spend capital dollars
• Preference for do it yourself management
• Need for customized vertical applications
Customers Have Many Service Provider Types To Choose From
• ILECs
• CLECs
• IXCs
• Virtual Network Operators
• System Integrators
Assuring Service Provider Accountability
• Understand exactly what you are contracting for and what you will get
• Make sure that your vendor provides an End To End SLAs and holds ultimate accountability
• Understand all of your costs - including short and long term upgrades
• Understand your provider’s underlying network infrastructure, security capabilities, and reliability
• Understand your provider’s after sales support capabilities - user training-help desk-problem resolution
• Talk with reference customers to make sure their experience has been positive
Issues to Consider When Choosing a VoIP Managed Services Provider
Can the Managed-Services provider help me evaluate all of my options, or are they biased?1.
2.
3.
4.
5.
Does the Managed-Services provider have the skills to design, deliver and maintain a complex IP network?
Can the Managed-Services provider assist me in developing a migration plan from my current platform?
Does the Managed-Services provider have a product evolution plan?
Will the Managed-Services provider be able to deliver the true potential of VoIP?