tom jasny vice president vocaldata, inc
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Tom JasnyTom JasnyVice PresidentVice PresidentVocalData, Inc.VocalData, Inc.
Capabilities, Convenience, and Cost-Savings Drivers for Hosted PBX Services
OutlineOutline
• Terminology• History• Current Analysis• Change Factors
– Market– Technology
• Overview of Hosted• Features• Benefits (vs. PBX & Centrex)• Market Segments• Value Prop for Enterprise• Business Case/TCO• Conclusions
TerminologyTerminology
• Centrex
• PBX/IP PBX
• IP Centrex / Hosted PBX / Virtual PBX
• Managed PBX
• PBX Trunking / IP Integrated Access
DarkAges
DarkAges
History of PBX vs. CentrexHistory of PBX vs. Centrex
19XX 1960 1970 1980 1990 2000…
PBXs
Centrex Service
Digital PBX
"Advanced" Centrex
IP PBX
Hosted IP Telephony
Situation Today –• PBX dominates enterprise• Centrex serves very
large/small businesses• IP PBX well established• Hosted IP ~ 80,000 lines
What's going on?What's going on?
• Enterprises and service providersalike are eschewing CapExand trimming OpEx
• Pressure to outsource specializedfunctions
• Ethernet LAN/WAN infrastructureubiquitous
• Complex technology becomingredundant
• PBXs/Class 5 nearing end of life cycle• VoIP technology in it's 4th generation• Business cases and TCO looking good for nexgen
providers
0
1,500
3,000
4,500
6,000
Ho
sted
PB
X L
ines
2001 2002 2003 2004 2005 2006 2007
CASA
AFME
Asia-Pac
Europe
NA
The Hosted PBX MarketThe Hosted PBX Market
Source: Probe Research
0100020003000400050006000700080009000
Hos
ted
PB
X li
nes
(000
s)
IP Centrex = 48% of all Centrex lines by 2008
Centrex line decreasing at 4-5% / year, Centrex revenue decreasing at 8.5%
Nexgen revenues growing at 190% CAGR from 2001-2008
Service Provider Virtual PBX Line Forecast (global) Service Provider Virtual PBX Line Forecast
Regional Breakdown
Source: Frost & Sullivan
Source: Probe Research
• Complete array of PBX-like business features– Includes features such as DID, Speed Dial, Transfer, Do Not Disturb,
Hold, Mute, Redial, Call Forward, 3-way Conferencing, Call Waiting Caller ID (Name & Number), blah, blah, blah …
• Applications and advanced features– Conferencing and Desktop Collaboration– Unified Messaging (v-mail/e-mail/IM)– Web Portals/Web Services– Remote Services/Mobility– Self-Service Management - Enterprise Administration– Auto-attendant - Call Center - IVR– VPN – Enterprise Networking– Firewall Traversal
• Communicates with customer-facing endpoints: IADs, LAN/WAN access gateways, IP phones, PDAs and mobile phones
• Communicates with PSTN-facing gateways and softswitches
What are Hosted PBX Services?What are Hosted PBX Services?
Core FeaturesCore Features
IP CENTREX FEATURESAbbreviated 2-digit Dialing
Call Waiting/Manager ID
Permanent Per Line Block
Anonymous Call Rejection
Caller ID Priority Call
Billing Codes Caller ID Block Redial
Call Forward All Calls Conference Remote Call Forward to DID
Call Forward Busy Do Not Disturb Speed Dial
Call Forward No Answer Forward to Voice Mail Transfer, Blind & Guided
Call Return Group Pickup Urgent Call
Call Trace Hold Virtual Ring
Call Waiting Park
CLASS 5 FEATURES976/900 Block Call Waiting Priority Call
Abbreviated 2-digit Dialing
Call Waiting/Manager ID Redial
Anonymous Call Rejection
Caller ID Speed Dial
Call Forward All Calls Caller ID Block Urgent Call
Call Forward Busy Forward to Voice Mail Virtual Ring
Call Trace Hold
Call Return Permanent Per Line Block
HOSTED PBX FEATURESAbbreviated 2-digit Dialing
Call Waiting/Manager ID
Permanent Per Line Block
Anonymous Call Rejection
Caller ID Priority Call
Billing Codes Caller ID Block Redial
Call Forward All Calls Conference Remote Call Forward to DID
Call Forward Busy Do Not Disturb Speed Dial
Call Forward No Answer
Forward to Voice Mail Transfer, Blind & Guided
Call Return Group Pickup Urgent Call
Call Trace Hold Virtual Ring
Call Waiting Park
End-User Web PortalsEnd-User Web Portals
Web Portal Directories
Web Portal Integrated Voice Mail
• Access phone features, call management• Unified call directory, visible voice mail and teleconferencing
Unified Messaging/IM IntegrationUnified Messaging/IM Integration
Presence/IM/Voice Integration
• Unique integration of IM/phone presence• Call management based on IM status (and vice versa)• Ability to launch voice conversation, e-mail, file transfer – from IM
Mobility SolutionsMobility Solutions
Mobility - PDA & WAP Interfaces
• Call disposition via PDA
• Mobile call management, directory access, voice mail management, etc.
Service BrandingService Branding
• Brandable by Service Provider
• Control over graphics, coloring, features
• Can be sub-branded by Agents
• Alternatively, a custom web portal can be created using SOAP, CORBA and VOISS API with full functionality
Improved ProductivityImproved Productivity
• Professional,efficient call handling capability for front desk personnel– GUI interface– Ability to direct and process incoming calls – Current phone status & caller-on-hold status– Point-and-click call routing– Point-and-click employee directory
• Personal productivity through converged features– Unified messaging; IM/EM/VM/Presence– Web portal for phone management
• Call disposition• Directory• Conferencing• Visible voice mail• Call log• Click to call
Value Proposition for the EnterpriseValue Proposition for the Enterprise
Small business segment value– currently served by Centrex
• Expanded feature set• Self-Service Management• Part of lower-cost, bundled offering• Competitive providers
Medium business segment value– currently served by PBX/KTS
• New personal productivity services• Self-Service Management• Part of lower-cost, bundled offering• No CapEx; No Maintenance; Lower OpEx
Large business segment value– currently served by Centrex
• No CapEx; No Maintenance; Lower OpEx• Single network technology• Self-Service Management• Outsourcing opportunity
Business Segments
Benefits of Hosted PBX ServicesBenefits of Hosted PBX Services
VS. PBX VS. Centrex
Avoid capital outlay and need for in-house expertise
“Look Big”; full-feature set/phones, DID, multiple line appearances, …
Reduce administration of moves, adds & changes
Avoid moves, adds, changes charge from LEC ($100/empl./yr)
Reduce costs by consolidating voice & data; single wiring infrastructure
Reduce costs by consolidating voice & data
Reduce maintenance costs(23% - Yankee)
Reduce cost of interoffice calls by 97% !!! (IW) & average by 23% (Y)
Platform for enhanced services– unified messaging, voice mail,
conferencing
Platform for enhanced services– unified messaging, voice mail,
conferencing
Easier Installations for EnterpriseEasier Installations for Enterprise
• With hosted PBX solutions– Complete the installation
in days– Complete the cut-over in
hours!– Plug in phones
To install voice solution for a 50-person business
• With traditional PBXs– Complete the installation
in weeks– Complete the cut-over in
days (reserve the weekend!)
Ongoing Costs of MACsOngoing Costs of MACs
• Savings on moves, adds, and changes present an even more compelling benefit– Typical employee moves desk an average of 1x a
year; typical cost ranges from $75 to $135 per change
– For a 500 person medium-sized business, eliminating this cost through self-registration results in $50,000 annual savings!
Enterprise Value PropositionEnterprise Value Proposition
• Small business example shows 23% monthly savings with hosted IP PBX service
• Key savings is in reduced line charges—with packetized voice, don’t need extra lines for overflow, hunt groups
• Voicemail and conferencing are included in basic line charges for hosted IP PBX services
Source: IP Centrex Services, Yankee, 12/2000
$ p
er
mon
th
DataVoicemailVoice lines
$1,682
$1,300
Centrex “Virtual” IP PBX
Monthly Charges for 25 Users
Comparing the AlternativesComparing the Alternatives
• InfoTech study 10/2001 reviewedtotal cost of ownership for 3 solutions:– Traditional PBX (IP-enabled)– IP PBX– Hosted PBX Services
• New installations, 3-year view– 100 and 400 person installations– 10%, 20% teleworker, respectively– 20 users added in Year 3
• Costs addressed:– First costs: System, phones, gateways, installation, additional LAN
costs, administrator & user training, soft phones, DSL modems, remote modules, local facilities
– Ongoing costs: IP Centrex line charges, facilities charges (local trunks, PRI, ISDN, DSL/cable), hardware maintenance, space, HVAC, power, backup, insurance, staffing
– Business disruption costs
Total Cost of Ownership (TCO) ResultsTotal Cost of Ownership (TCO) Results
0
50
100
150
200
250
Dolla
rs S
pent
(0
00's
)
I P-Enabled
237283 105724 126399
IP PBX 219229 85220 109434
Hosted 135001 60192 82480
Year 1 Year 2 Year 3
• IP-enabled PBX shows highest cost– Assumes purchase of new PBX
• IP PBX cheaper admin and trunk charges offset higher system costs
• Hosted has no upfront system costs, lower maintenance costs, no space reqs
• Year 3 cost up due to adds• TCO (3 years)
– IP Enabled: $591,513– IP PBX: $413,883– Hosted:$277,673
Source: Infotech. Revision 10/2001
100-person Enterprise
0
200
400
600
800
Dolla
rs S
pent
(000
's)
I P-Enabled
729232 240496 272351
IP PBX 754016 252880 275234
Hosted 427425 201816 220252
Year 1 Year 2 Year 3
• Similar assumptions with larger installation
• Higher % of users are teleworkers; 20% geographically dispersed
• TCO (3 years)– IP Enabled: $1,242,079– IP PBX: $1,282,130– Hosted:$849,493
Source: Infotech, revision 10/2001
Total Cost of Ownership (TCO) ResultsTotal Cost of Ownership (TCO) Results
400-person Enterprise
The Verdict is In!The Verdict is In!
• PBXs dominate the enterprise marketplace today; Centrex provides service at the margins and is declining
• IP Telephony technology has matured, creating alternatives to traditional solutions
• Enterprise customers are deploying IP telephony solutions now– IP PBXs are have proven in both the market and the technology– Dozens of enterprises are deploying hosted solutions globally
• IP-based solutions for voice provide significant benefits to the enterprise
– Reduced connectivity charges– Enhanced applications– Reduced administration & Productivity improvements– No capital expense
• Hosted PBX solutions present a compelling business case due to the dramatically reduced total cost of ownership, reduced network management costs and cheaper bundled offerings
About VocalData, Inc.About VocalData, Inc.
• Who we are: – A VoIP market pioneer founded in
1998 with approx. 75 employees in Richardson, TX
• What we do:– Develop and market "VOISS", a suite
of voice applications and services, delivering a rich set of line-side and enhanced features in a IP network
– Sell to service providers and system integrators, who provide hosted PBX or IP Centrex services to business and residential customers
• Our investors:– Austin Ventures, Trinity Ventures, SAIC
Ventures, JP Morgan, Seed Capital and others
Tom Jasny, Vice President, Sales & Service
tjasny@vocaldata.com
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