Transcript and it`s not stupid

October 10-13, 2006• San Diego Convention Center, San Diego California
Making the Case for Hosted IP-PBX
It’s the economy…and it’s not stupid
Walter Snell
CEO
www.itexpo.com
What is a Hosted PBX?
October 10-13, 2006• San Diego Convention Center, San Diego California
• Misconception
– A PBX sitting in a data center
• Reality
–
–
–
–
–
–
–
Virtualized PBX (one platform for many)
Web based Admin interfaces
User dashboards
QoS management tools
New provisioning methods
Complete telecom services
Unified Communications
www.itexpo.com
Example Architecture
October 10-13, 2006• San Diego Convention Center, San Diego California
Key Concepts
• Redundancy
• QoS Management
• Data Security
www.itexpo.com
SMB is the Market
October 10-13, 2006• San Diego Convention Center, San Diego California
• SMBs invest where challenges dictate
– Many PBX and key systems are near retirement
– Cost is the number one consideration
– Lack of IT resources restricts advanced premise
solutions
– “Best of Breed” is traded for “Ease of Use”
– Ideal for the 10-50 size business
– According to Yankee over 30% of 2 million SMBs
are in the market for hosted VoIP (aka the
unfortunate 2 million)
www.itexpo.com
Resource/Commitment
October 10-13, 2006• San Diego Convention Center, San Diego California
• Less Onsite IT Costs
• Easier to Deploy/Change Services
• Low Capital Investment
www.itexpo.com
Reference: Yankee Group SMB
State of the Market Report
Hosted PBX Adoption Rates
October 10-13, 2006• San Diego Convention Center, San Diego California
SMBs adopt rapidly when the needs are highest and the solution
is clear – Hosted PBX is nearing that inflection point
Reference: Yankee Group SMB
State of the Market Report
www.itexpo.com
Only 20,000 business use Hosted PBX today
Out of 2.4 million
Benefit #1 - ROI
October 10-13, 2006• San Diego Convention Center, San Diego California
• Cost Comparison for 50 person business
Premise
Hosted
Startup Cost
Startup Cost
50 phones
Setup
QoS Router
iQ Manage
Labor
$ 12,500 ($250 per phone)
$ 1,500 (30 per user)
$ 1,000 (Router)
$ 1,000 (QoS Mgmt)
$ 2,000 (20 hours @ 100 hour)
$18,000
$18,000 ($350 per phone)
$50,000 (Cisco Call Manager Express)
$ 3,000 (Network Assessment)
$ 8,000 (80 hours @ $100 hour)
$79,000
Monthly Operations Cost
Monthly Operations Cost
30 Employees
25,000 VoIP minutes
24/7 Support
IT On Site
Software Maint.
T1 Service
50 phones
IP-PBX
Assessment
Labor
$ 1,250 mo.
$ 625 mo.
$ 0
$ 0
$ 0
$ 450 mo.
$ 2,325 mo.
30 Employees
25,000 minutes
24/7 Support
IT On Site
Software Maint.
PRI Service
$
$
$
$
$
$
0
1,250 mo. (.05 average)
n/a
500 mo. (consulting fees)
1000 mo. (15% annualized)
450 mo.
$ 3,200 mo.
www.itexpo.com
Benefits #2 - Freedom
October 10-13, 2006• San Diego Convention Center, San Diego California
• Work Anywere
–
–
–
–
Local and remote users
No WAN congestion problem that IP-PBX suffers
Mobile users – softphone, cellphone, etc.
Home users – completely connected
• On-net Extension Calling
– Dial an extension whether its in San Diego or
Japan
– No cost calling
www.itexpo.com
Benefit #3 – Self Control
October 10-13, 2006• San Diego Convention Center, San Diego California
• MACD
– Self manage Moves, Adds, Changes, Deletes
(MACD)
– No Consultants needed
• Add new numbers
– Order new phone numbers online
– Local, US, even international numbers
• Order new services
– No truck rolls – provision instantly
– E.g. email-fax, video, collaboration, ACD
www.itexpo.com
Challenge #1 - Quality
October 10-13, 2006• San Diego Convention Center, San Diego California
• Quality is number one concern
– If it doesn’t sound good, then it’s not good enough
– It must never drop calls or jitter
• Reasons
– Overloaded LAN – can’t handle VoIP
– Poor ISP service provider network
• Solutions
– QoS Managemenet Tools
– Managed WAN circuits (for 20 or more users)
www.itexpo.com
Challenge #2 - Reliability
October 10-13, 2006• San Diego Convention Center, San Diego California
• It has to work all the time
– Premise equipment aims for 99.999%
– Not there yet for hosted but close 99.99%
• Reasons
– Network Outages
– Power Outages
• Solutions
– Routing Masks (inbounds move to cell, legacy)
– Local failover to PSTN in critical business apps
– POE (power over ethernet) + battery backup
www.itexpo.com
Hosted PBX Power Tools
October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony
Hosted PBX
Video
Conferencing
Multimedia
Communications
Video/Web
Conferencing
Unified
Messaging
Enterprise
IM Services
Mobile
Services
Mobile
Communications
Unified Communications Architecture
Collaboration
Unified Messaging
Predictive
Dialing
Workflow
API
Easy to add new features as businesses move up
the technology value chain
www.itexpo.com
Power Tool Example – Predictive
Dialing
October 10-13, 2006• San Diego Convention Center, San Diego California
Smartcast Node
Location:
2
Sales Team with Salesforce and Worksmart
1
Upload call data to Smartcaster
2
Smartcast begins predictive calling
Send live callers
Outbound dials
3b
1
3a Leaves voicemail on no answer
Upload data
3b Pops live called party to agent screen
3c Routes live calls to sales agent
4
3a
Starts/Stops based on Agent Activity
Pop SF Record
Sales Team
Location: Anywhere
Size: 1 to 100
Salesforce Data Center
Save up to $2000 per month per
sales person in labor costs
www.itexpo.com
Location:
Recap
October 10-13, 2006• San Diego Convention Center, San Diego California
• Hosted PBX services are ideal for SMBs
• Low CAPEX and OPEX are the primary
drivers
• Flexibility, mobility, and ease of use are other
major advantages
• Challenges are QoS and reliability
• Enhanced features enable businesses to
reduce costs much further
• Hosted PBX is near the inflection point
www.itexpo.com