Transcript E-7 - TMCnet

Reap the Benefits:
A Guide To Effective
Deployment of IP-PBXs
Michael Stokes
Network Consultant
Vertical Networks
Internet Telephony, Miami
February 6, 2003
Agenda
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IP-PBX features and functions
The business benefits
Initial roll-out planning
Staffing: A critical component
Implementation checklist
Household International case study
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IP-PBX Features and Functions
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Packet and TDM switching
Multiple WAN/LAN interfaces
VoIP gateway
Voice mail and unified messaging
Auto attendant, directory services
Advanced applications: custom call routing, call
center, IVR, connecting to back-end databases
• Analog, digital, IP, and wireless phones
• Web-based, remote management
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The Business Benefits
• Enhance customer experience
– Deliver personalized, high-quality services
– Attract and retain customers
• Leverage technology investment
– Extend corporate applications
– Consolidate infrastructure
– Optimize networks
• Improve business processes
– Measure customer contacts
– Optimize personnel, resources
– Cut management overhead
• Increase competitiveness
– Provide differentiated services
– Generate revenue
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Lower TCO and High ROI
16-user Office
Traditional
Approach
IP-PBX *
WAN services
Access (WAN/POTS)
Usage (local/LD)
64K frame/10 POTS
$9,840/year
$8,748/year
Annual Depreciation
Management
Total TCO
$9,330/year
$4,560/year
$32,478/year
T1 + 3 POTS
$7,020/year
$6,204/year
$7,107/year
$960/year
$21,291/year
ROI Analysis Per Office
Access/Usage Savings
Management Savings
Capital Equipment Cost
Payback
$5,364
$3,600
$14,028
18 months
Total ROI (1500 office):
18-19 months
* Vertical Networks
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What Do IP-PBXs Enable You To
Do?
• Lower costs
– Circuits, networks, administration, maintenance, training
– Detailed reporting across all your sites so you can make
better business decisions, i.e. staffing, hours, call flow
– Migration: options to next-generation with legacy protection
– Consolidation of trunks, utilizing IP infrastructure
• Extend your reach
– Business reach closer to customers, partners and suppliers
– “Appearance of One” across the distributed enterprise
– Create unified and interconnected business telephony
environment
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IP-PBX Implementation:
The Plan
Needs
Analysis
Budget
RFP
Deployment
Schedule
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IP-PBX Implementation:
The Design
Client/Server
(All IP
phones w/ IP
trunks)
“IP enabled”
PBX (digital
phones w/ IP
trunks)
• Will the existing infrastructure
support the new solution?
– Cabling plant audit/site survey
– Will the existing network have to be
re-engineered or upgraded?
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Where Do Companies Get into
Trouble?
• No network planning for IP-only solutions
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Latency and packet loss
COS/QOS
WAN utilization
Traffic patterns
Policy servers
Back-ups
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Initial Rollout Planning:
IP-PBXs at Branch Sites
• Clearly identify your objectives
• Understand user and customer behavior
– Analyze call patterns
• Have realistic expectations about the roll
out plan
• Pilot. Pilot. Pilot.
• User acceptance is critical
• Identify training needs
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Initial Rollout Planning:
IP-PBXs at Branch Sites
• Train staff who will support project
• Have members from carrier,
manufacturer, and implementer on
project team
– Have daily conference calls
• Determine time frame of project
• Determine pilot locations
• Evaluate pilot success
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Rolling Out Multiple Branches:
Adequate Staffing is Critical
• Project Management
– Dedicated team to manage
• Installation support
– “Rollout Center” where trained staff assist in all
phases of project
• Customer support
– From manufacturer, carrier, and customer for
unseen problems
• Implementation
– Staging, installation, and training staff
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Implementation Checklist:
What You Want From Your Providers
• Deployment plans from all parties involved in
the roll-out: carrier, implementation provider and
equipment vendor
• Realistic/reasonable implementation timelines
• A commitment from team leaders to a high
degree of communication
• Implementation provider who is up to the task
• Dedicated equipment vendor account
manager(s)
• Training for various internal groups–help desk,
installers
• Project leadership: who does it, how it’s
managed
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Implementation Checklist:
What You Need Inside
• The right people on the project team
• Realistic timeline
• Well thought out phone requirements in
the initial project plan
• Installation support
• Sufficient knowledge at your help desk
• Adequate support in branch locations
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The Best Project Management Tools
Are the Simple Ones
• Roll-out status spreadsheet or database:
updated daily
• Site specific databases
• Daily status calls—a conference bridge
helps
• Support contract in place at the
beginning
• Detailed inventory at all phases
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Where Do Rollouts Run into
Trouble?
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Project rollout schedule timeline
No thorough evaluation of Pilot rollout
No Problem resolution paths
Un-planned outages, or upgrades
No change order process
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New Administration and
Management Tools
• Web-based collaboration of data
– Microsoft shared point team services
– Daily update of status
• Spreadsheet/database of site installation
– Shows successes and failures
– With exact descriptions of why a site failed
– Used for daily or weekly progress reports to
upper management
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Customer Example:
Household International
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Household International
• Leading provider of consumer loan and
credit products in U.S. and Canada
• One of the largest dedicated networks in U.S.
and Canada
– 25 full-function call centers
– 1500 consumer lending
branch locations
• Largest transaction
processor in North America
– Over 1,000 transactions
per second
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Challenge: Sales Growth
• Complex marketing campaigns
– Outbound customer solicitations from telemarketing call
centers, Web, email, direct mail
– No correlation with inbound calling to branch agents
– No total view of customer contact
• 5 million leads pumped to branches
every month
– 40% never converted to business
– No model of top agents’ techniques
• Sales goal for commissioned
branch agents: 15-20%
growth per year
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$12M Project: Reinvigorate
Branches
• Turn branch network into 1,500 telemarketing
centers
• Integrate branch network with corporate CRM
and lead-generation programs
• Consolidate view of branch
activity
– Network utilization
– Staffing
– Productivity
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Business Goals for
Branch Offices
• Tap revenue potential of each customer
interaction
• Better integrate and execute
marketing campaigns
– Mail, phone, Internet, and branch
• Increase conversion rate of leads
through proven models of
customer contact
• Improve business decisions with
better reporting
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Technology Goals for
Branch Offices
• Interface to custom CRM application
• Leverage existing customer
database and capture every
interaction
• Increase data bandwidth
• Upgrade phone system
• Maintain/reduce support costs
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Implementation Plan
• Initial plan - Pilot projects at forty sites
allotted one month
• Staged each site so it was 100%
configured before it went on-site
• Planned 20 sites per day
• 4 days per week, with Friday as a
cleanup day
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2002 Branch Architecture
PUBLIC
VOICE
NETWORK
INTEGRATED
COMMUNICATIONS
PLATFORM
HOUSEHOLD
DATA
NETWORK
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Result: Bottom-line Savings
• Lower capital and setup costs
• Simplified remote management
and maintenance
• Unexpected ongoing savings
of $3K per branch per year
on WAN services
– $4 million per year!
• Cost-neutral infrastructure
upgrade
– No depreciation
– Bottom-line savings pay for
project
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Result: Sales Growth, Greater
Competitive Advantage
• 15-20% increase in branch agents’ sales
productivity
– Not needed in ROI model
– Kept the gain in the operating plan!
• Effective lead conversion
• Integrated reporting and
marketing data
• New revenue streams
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For More Information
• Visit www.vertical.com
Mike Stokes
[email protected]
Or call us at
800-826-6769
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