reap the benefits: a guide to effective deployment of ip-pbxs
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Reap the Benefits: A Guide To Effective Deployment of IP-PBXs. Michael Stokes Network Consultant Vertical Networks Internet Telephony, Miami February 6, 2003. Agenda. IP-PBX features and functions The business benefits Initial roll-out planning - PowerPoint PPT PresentationTRANSCRIPT
Reap the Benefits: A Guide To Effective Deployment of IP-PBXs
Michael StokesNetwork Consultant
Vertical Networks
Internet Telephony, MiamiFebruary 6, 2003
2
AgendaAgenda
• IP-PBX features and functions
• The business benefits
• Initial roll-out planning
• Staffing: A critical component
• Implementation checklist
• Household International case study
• IP-PBX features and functions
• The business benefits
• Initial roll-out planning
• Staffing: A critical component
• Implementation checklist
• Household International case study
3
IP-PBX Features and FunctionsIP-PBX Features and Functions
• 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
• 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 BenefitsThe 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
• 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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IP-PBX *
T1 + 3 POTS
$7,020/year
$6,204/year
$7,107/year
$960/year
$21,291/year
Traditional Approach
64K frame/10 POTS
$9,840/year
$8,748/year
$9,330/year
$4,560/year
$32,478/year
WAN services
Access (WAN/POTS)
Usage (local/LD)
Annual Depreciation
Management
Total TCO
16-user Office
Lower TCO and High ROILower TCO and High ROI
ROI Analysis Per Office Access/Usage Savings $5,364Management Savings $3,600Capital Equipment Cost $14,028Payback 18 months
Total ROI (1500 office): 18-19 months
* Vertical Networks
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What Do IP-PBXs Enable You To Do?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
• 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 PlanIP-PBX Implementation:The Plan
Needs Analysis
Budget RFP Deployment Schedule
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Client/Server (All IP phones w/ IP trunks)
“IP enabled” PBX (digital phones w/ IP trunks)
IP-PBX Implementation:The DesignIP-PBX Implementation:The Design
• Will the existing infrastructure support the new solution?
– Cabling plant audit/site survey– Will the existing network have to be
re-engineered or upgraded?
• 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?Where Do Companies Get into Trouble?
• No network planning for IP-only solutions– Latency and packet loss– COS/QOS– WAN utilization– Traffic patterns– Policy servers– Back-ups
• No network planning for IP-only solutions– 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 SitesInitial 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
• 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 SitesInitial 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
• 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 CriticalRolling 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
• 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 ProvidersImplementation 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
• 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 InsideImplementation 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
• 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 OnesThe 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
• 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?Where Do Rollouts Run into Trouble?
• Project rollout schedule timeline
• No thorough evaluation of Pilot rollout
• No Problem resolution paths
• Un-planned outages, or upgrades
• No change order process
• 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 ToolsNew 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
• 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
Customer Example:Household International
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Household InternationalHousehold 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
• 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 GrowthChallenge: 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
• 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$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
• 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 OfficesBusiness 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
• 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 OfficesTechnology 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
• 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 PlanImplementation 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
• 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 Architecture2002 Branch Architecture
PUBLIC VOICE
NETWORK
HOUSEHOLD DATA
NETWORK
INTEGRATED COMMUNICATION
SPLATFORM
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Result: Bottom-line SavingsResult: 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
• 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 AdvantageResult: 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
• 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 InformationFor More Information
• Visit www.vertical.com
Mike [email protected]
• Visit www.vertical.com
Mike [email protected]
Or call us at 800-826-6769Or call us at 800-826-6769