Transcript Its Not just Technology, it`s a Partnership

Redefining IP
Communications
“Its Not just Technology, it’s a
Partnership”
Tom Burger
October 7, 2004
IPC Is Here to Stay
“It is not the strongest of the species that
survives, nor the most intelligent that
survives…
It is the one most adaptable to change.”
© 2004 NEC Unified Solutions, Inc.
Charles Darwin
The True Value Of IPC
 Reduced Costs
 Shared Infrastructure
 Effective Administration
 Improved Productivity
 Enhanced Customer
Experience
 Integrated Applications
 Revenue Generation
© 2004 NEC Unified Solutions, Inc.
IPC Evolving Benefits
What are the most likely long-range benefits of VoIP to your company?
Reduced costs
Improved productivity
Platform for innovation
Universal in-box
Better collaboration
Anytime, anywhere access to company data
Faster responsiveness to customers
Better quality of service and applications
Better support for globalization efforts
Fewer employees supporting telecom
operations
Source: InformationWeek Research VoIP survey of 300
business-technology executives
© 2004 NEC Unified Solutions, Inc.
10 20 30 40 50 60 70 80
Redefining Leadership
A recent study on how executives use IT to create
business Value and Competitive Advantage
Discovered that Leaders:
- Move Beyond IT Alignment Toward Integration Of
Business And Technology
- Invest In Leading Edge, Innovative IT Aimed At
Delivering Business Value
- Anticipate The Next Wave Of Technology And Define
Its Impact On Business And Industry
© 2004 NEC Unified Solutions, Inc.
Source: AT Kearney
It’s Not Just The Technology Cost…
 ROI / TCO
- Full Lifecycle – Not Just Initial Investment
- Scalability and Technology Integration
 Reliability
- Technology and Support
 Time To Implement
- Integration Experience
 Business Impact
- Improved Customer Experience
- Enhanced Revenue Opportunities
- Productivity Improvements
© 2004 NEC Unified Solutions, Inc.
Convergence On Many Levels
Management
Voice
IT
Technology
Voice
Data
Administration
Security
Skill Sets
System Support
Users
Financial
Phone
PC
Communications
Applications
Investments
Self Service
New Revenue
© 2004 NEC Unified Solutions, Inc.
IT
Current Enterprise Challenges
 Changing Market
-
Vendor Consolidation
Multi Vendor Environment
Open Systems
Confusion As Vendors Reinvent Themselves
 Changing Technology
-
Technology Evolution
 Phase (1) Introduce IP Technology
 Phase (2) Introduces Value Added Applications
-
Application Bundles
-
Services Increasing In Importance
 Drive ROI
 Scarcity (multiple certifications required)
© 2004 NEC Unified Solutions, Inc.
Moving Beyond Traditional Relationships
 How Are Companies Changing The Way They
Evaluate Supplier?
- Is Your It Supplier A Vendor Or A Partner?
- How Does Your Partner Make Your Job Easier?
 What Kind Of Value Do They Bring And,
 How Do They Bring Value?
- Do They Understand Your Business?
 Are They Just Trying To Sell You More Stuff?
 Do They Assess Your Business And Provide Skill Across Your Needs ?
 What Problems Have They Solved Before?
 Technology Is Changing Business Performance
- Industry Leaders Seek And Invest In Partners Vs.
Vendors
- Has The Way You Select And Build Vendor
Relationships Changed?
© 2004 NEC Unified Solutions, Inc.
Trends Driving Partnerships
 Continued Migration Toward More Complex Enterprise
Technologies and Applications
 Heightened Attention To Assure Business Continuity Across
The Entire Network
 Availability of New Outsourcing Options
 Ongoing Scarcity Of Technical Expertise
 Desire for Single Partner With Multi-vendor Experience
 Evaluating Multi Faceted Partnerships is Key
© 2004 NEC Unified Solutions, Inc.
Traditional Decision Making Criteria
 “What”
- Hardware
 Reliability
 Upgradeability
 Maintenance Costs
- Software
 Licensing/Maintenance Fees
 Security
 Productivity Improvements
- Services
 Existing Relationship
 References
© 2004 NEC Unified Solutions, Inc.
Today’s Decision Making Methodology
 “HOW”
 Hardware
-
RFP/RFI
“Bake Off” Environment
TCO or ROI Calculations
 Software
-
Can I Continue Business Using The Current Version?
Is/How Much Customization Is Required?
 Services
-
Do I Have Internal/ External Resources Available?
Skill Set Gap Analysis
© 2004 NEC Unified Solutions, Inc.
Historical Providers
 System Integrators
- Engaged When Multiple Products Are Required
- Utilized When Direct Relationships With Manufacturers
Are Not Available
 Consultants
- Independent “Third Party” Perspectives
- Help Identify “Missed” Requirements
 Manufacturers
- Used To Achieve “Best Price”
- Ability To Influence Development
© 2004 NEC Unified Solutions, Inc.
What Businesses are Looking For
% of IPC Implementers that Rated the Criteria as Extremely or Very Important
IPC Vendor
Selection Criteria
Enterprises
SMB
Strong technical support and
expertise in IP Telephony
97%
Strong track record in systems
maintenance
Expertise in communications-related
applications
95%
84%
81%
Knowledgeable and responsive
sales representatives
76%
Good existing relationship
76%
Knowledgeable staff in professional
services and consulting
79%
74%
52%
73%
40%
© 2004 NEC Unified Solutions, Inc.
78%
89%
Committed to understanding our
business problems
Source: Infotech, 2004
86%
60%
80%
64%
100%
40%
60%
80%
100%
Planned Use of External Support
Customers Using Some Form Of External Support For IPC
100%
80%
60%
40%
20%
0%
2002
Source: Gartner Dataquest 2003
© 2004 NEC Unified Solutions, Inc.
2003
2004
2005
Accelerating The Benefits of IPC
Headcount
Utilize Vendor skill
set to bridge the gap
Typical IPC
Resource Profile
and accelerate
solution advantages
Internal
Investment
to steady
state
OrLimit
Outsource
toResource
Further Reduce
Internal
Investment
Planning
© 2004 NEC Unified Solutions, Inc.
Implementation
Operations
Today’s Provider Options
 Manufactures w/ Services Arm
- PBX, gateway, router, or server




products
Traditional Systems Integrators
Value Added Resellers
Network Services Providers w/ Systems
Integration Arm
Traditional Consulting Firms
 Emerging Category:
Provider
© 2004 NEC Unified Solutions, Inc.
Total Solution
Total Solution Provider
 Strong Core Products and Applications
 Life Cycle Services Capabilities
 Extensive, Collaborative Services Delivery
-
Provide Access To Sophisticated, Scarce Technical
Expertise
 Experienced at Controlling Startup/ Ongoing Costs
 Current In Technology Developments While
Controlling Technical Risk
 Deliver World Class Performance With Clear
Objectives, Accountability, And Control
 Create Consistency Across A Decentralized
Environment
© 2004 NEC Unified Solutions, Inc.
Evaluation Criteria
The Path to Acquiring Solution Providers
 Technology Vision
-
Platform / Applications
Road Map
Historical Acid Test
 Market Viability
-
Financial Stability
Experience
Ability to Execute
 Go-To-Market Strategy Weighted on Services / Solutions
-
Capability
Differentiator
© 2004 NEC Unified Solutions, Inc.
Solutions Approach
Assessment
 Evaluation and Documentation
 Readiness
Consult - Ability To Approach Need From A
Business Requirement Perspective
 Strategy Formulation
 Recommendation and Prioritization
Design and Development
 Platform
 Applications
 Network Integration
-
WAN/ LAN
Wireless/ Fixed
Security Requirements
TDM, Hybrid, IP
© 2004 NEC Unified Solutions, Inc.
Solution Provider Competencies
 Ability To Deliver Multiple Technologies
-
Act as SPOC, Single Contract, PMO, Rates, Skills
-
Consulting
Assessment
Architecting
Scoping
Project Management
Practice Expertise
-
Engagement through Implementation
 Methodology
 Delivery
-
Project Management
 Managed Services
-
NOC, Sparing, Break / Fix
Voice and Data
© 2004 NEC Unified Solutions, Inc.
Case Study - Municipality
 Mid-sized city experiencing hyper growth
required a communication system to
accommodate current needs and future growth
 Implementation – Phased Approach
-
Establish Network Performance Baseline
Replaced PBXs with Integrated IP Network
Connected City Service Departments
 Results
-
Enhanced Customer Service
25% reduction in annual spend
Eliminated Internal Rewiring by Half
Improved Network Capacity
© 2004 NEC Unified Solutions, Inc.
Case Study - Healthcare
 Large Hospital Network Needed to Connect 40
sites Onto A Single, Integrated Network to
Provide Improved Patient Care
 Implementation
- Hybrid IP System and video integrated into data
-
infrastructure
Upgraded Network for enhanced QoS
 Result
- Proactive Management of Network
- Streamlined Network Administration
- Reduced Equipment and Maintenance Costs
- Supports Advanced Application Requirements
© 2004 NEC Unified Solutions, Inc.
Case Study – Higher Education
 College Needed To Enhance Communication
Infrastructure To Support Increases Student
Population And Campus Expansion
 Implementation – Phased Approach
- Hybrid IP System integrated into existing data
-
infrastructure
Unified Messaging, Wireless, Soft Phones, E911
 Result
- Improved Network Administration
- Deployment of New Applications
- Enhanced Student Services
- Reduced Equipment Through Soft Phone Deployment
- No Disruption of Communications System
© 2004 NEC Unified Solutions, Inc.
Case Study - Financial
 Large Financial Services Firm with $827M in
Assets and 23 Branch Locations Wanted to
Improve TCO and Customer Experience
 Implementation
-
End-to-end IP Network for Voice, Data and Video
“Virtual Agent” and Unified Messaging
 Results
-
-
Improved Customer Experience Through Multiple
Access Points (Call Center to Contact Center)
Substantial Month to Month Savings; 17.5 Month
ROI
XML Application With Current Interest Rates
Displayed on Phone
© 2004 NEC Unified Solutions, Inc.
Case Study – Food Services
 National Restaurant Chain Wanted to Utilize
Communications Network To Drive Additional Revenue
Through its Take Out Business and Build Differentiation
Across its 600+ Properties
 Implementation
-
IP Communications Infrastructure
Designed a Voice Response Unit Matching Customer’s Needs
Integrated IVR to the POS database
Personalized Service through Real-time Customer Information
 Result
-
Customer Experience Improved
Ease of Order Placement and Accuracy
Revenue Generation
Implemented Call Ahead Reservation System
© 2004 NEC Unified Solutions, Inc.
Conclusion
 Market And Technology Driving Change
 Convergence is Complex
 Changing Capabilities of Vendors
 New Partnerships Are Formulating
 Services Skills are Critical
 Support Demand Increasing
- Daily Business Priorities Vs. IT Needs
- Economics: Labor, Training, T&E
- 7x24x365 Vs. In House
 Total Solution Provider is the Answer
© 2004 NEC Unified Solutions, Inc.
Thank You!
© 2004 NEC Unified Solutions, Inc.