make the connection connect with your customers like never before
TRANSCRIPT
Agenda
• IP Office Conferencing– Why use conferencing– 5 Myths about in house conferencing– Benefits of using conferencing– Market view– IP Office conferencing overview– Case Studies– Demonstration
• Client Applications– SoftConsole customer benefits– Phone Manager customer benefits– Demonstration
What the Analysts are Saying
Gartner Research - B. Elliot, 10/18/2001
Gartner Research - B. Elliot, 10/18/2001
“Another soft saving is the convenience of ad-hoc and always-available conferences; especially with today’s travel restrictions, this often improves group communications and cohesion.”
“Enterprises can obtain significant savings, increased functionality, and better control by having an in-house conference bridge facility.”
• Easy to include key people wherever they are: – Get the required expertise/authority when needed– Minimum interruption from working
• Respond to business needs: – More meetings in less time– Increasing pressure to be at two locations at once– Travel restrictions due to limited budget or risks
• Cost and productivity benefits:– Reduction in travel, leading to lower costs,less wasted time– More effective working practices, leading to shorter project
times, and supporting dispersed organizations and complex supply chains.
• Quick Return On Investment (ROI):– Typical ROI of just 4 to 6 months compared to Service
Providers-based conferencing services
Why use Audio-Conferencing?
1. It’s expensive– The fact is, your company can realize significant cost savings
by bringing your conferencing in-house. Nearly all of our systems pay for themselves within 4 to 6 months.
2. It requires elaborate maintenance– Most customers actually spend less than 8 hours a month
maintaining their systems. Support issues are handled remotely, so almost no administration is required on-site.
3. It’s difficult to use– Avaya conferencing solutions are easy to use. Simply dial the
DID/DDI number allocated to the conference bridge, enter the PIN code for security (if required) and you’re in.
5 Myths About In-house Conferencing
4. It’s too limited– The Avaya IP Office Conferencing solution can scale up to 64
participants per conference. Statistics show that on average, there are just 6 participants on non-attended conference calls (also known as “Dial In” or “Meet Me conferencing”), so IP Office covers most capacity needs.
5. It’s a “nice-to-have,” but not a necessity– More efficiently communications, faster time-to-market for
products and services, and better customer service lead to higher profits for your business. In-house conferencing is a lot more than a nice-to-have!
5 Myths About In-house Conferencing
Savings and Convenience
• Hard cost savings– 60-80% over alternatives– Reduced travel expenditure– ROI in typically 4 to 6 months
• Soft cost savings– Reduced time & risk spent traveling– Increased worker productivity & personal security
• Convenience– Virtual meetings anytime, anywhere– Easy to install, maintain and run
• Leverages existing infrastructure
• Better security with in-house control
Enterprise/SMB Conferencing - Market Stats
• Conferencing services have been used for a number of years by large enterprises but not so much by SMBs.
• Most services used are basic audio conferences (85%-90%)• Huge growth expected for data/voice conferencing (10 fold in 5
years)• Typical number of attendees per conference call are:
– Attended conference (operator): 9 participants– Non-attended (meet-me): 6 participants
• Main territories where conferencing is used are: USA, UK, Germany, France, Sweden, Spain (no data available for CALA and APAC)
Source: Wainhouse
IP Office Conferencing• Integral Conference Chip.
– SOE = 8 party. IP406v2 = 64 party. – IP412 = 2 x 64 party.
• Conference set up Via– Direct dial to Conference Bridge– Dial via VMPro – Security Checks– Conference button on Handset– PhoneManager– SoftConsole. Requires VMPRO
• Conference Center. – Builds onto VMPro– Set up Via WEB Interface– Host Control via WEB interface– Delegates automatically notified.– Visual aids via WEB interface.
ROI key to this application.
Conferencing Center
• Conference Center – Setup, Control and user access via WEB Pages– Uses IIS
• Easy to Set up– Simple to use. Easy to access WEB interface– Individual log in profiles.– Stored Contacts. Conference Templates.
• On Line Control– Real time view of Delegates– Control on Audio. Listen Only– Visual Aid via HTML Interface. Push PPT.
• Full report on completion of the conference
Payback within Months for companies that utilise Off site Conference facilities
Example figures are provided
Service Provider AT&TSetup Charge of service provider $0.00 Insert Service Provider set up charge (if applicable)
Conferencing Expenditure:
Cost of call/minute/delegate $0.22 Insert Service Provider current cost for conferencingAverage No. Delegates per conference 6Estimated conference duration/day (Hrs) 2
Weekly Expenditure $792.00 cost/min*60*No. Delegates*duration per day*5
IP Office Conferencing Costs
IP Office Hardware $4,635.00 Insert Hardware costs - e.g: IP403 DS + PRI T1VoiceMail Pro + Conferencing Center RFA $6,995.00 Insert Voicemail Pro cost e.g. 4 port (+ Conferencing Center RFA if required)PC hardware (if not already available) $1,000.00 Insert PC costs (min. spec: Pentium 300MHz with 256Mb RAM)
Total Equipment Costs $12,630.00Optional Costs
3rd-party PBX upgrade costs (if piggy-backed) $4,000.00 Insert E1/T1 card (+ any other upgrade) costs on 3rd-party PBXInstallation costs $2,000.00
Total optional costs $6,000.00
Total equipment + optional costs $18,630.00
Return on Investment Calculation (Weeks) 23.5 weeks (Equipment costs-setup cost)/weekly expenditure
Return on Investment Calculation (Months) 5.4 months
Typical Return on Investment (ROI)
Case study – CAP Ventures Consulting Firm (US & UK)
Challenge• With 2 international offices as well as
customers spanning the globe, CAP Ventures was amassing significant long-distance telephone charges
• The existing telephone system was over 20 years old, inflexible, and difficult to manage
Goal• A system that supported the company’s
growth needs and networked with the UK phone system
• Easy Moves, Adds and Changes
• A cost effective conferencing solution
Case study – CAP Ventures
Solution: IP Office• IP406 - a robust set of features and
applications at a great price• IP networking between the US and UK offices
The Result• CAP Ventures will save
– Between $23,000 and $30,000 per year in telecommunications cost
• between $15,000 and $20,000 annually by using IP Office as a conferencing solution
• between $8,000 and $10,000 annually through reduction in toll charges
IP Office against the competition:
IP Office Siemens HiPath3000 Alcatel omniPCX Office
Built-in: Up to 64-party conferencing.
Workers have their own Meet-Me Conferencing Bridge.
Optional Web collaboration tool reduces network service
charges.
5-party conferencing only; no meet-me bridge without expensive OpenScape or
third-party servers
4-party conferencing only; no meet-me bridge or web-based
conferencing
Nortel BCM Cisco CM Express Inter-Tel Axxess
3-party conferencing only; no meet-me bridge (as of R4.0 in
August, 2006, 40-party conferencing/bridge will be
supported)
4-party conferencing only; no meet-me bridge
4-party conferencing only; no meet-me bridge
Competitive AnalysisService Provider Conferencing Services (e.g: AT&T, Sprint, BT, etc…):
Enterprise SMB solutions (e.g: Forum, Tec International)
Next-Generation Enterprise solutions (e.g: PlaceWare, WebEx)
Strengths:• Port capacity & reliability• Attended Services• Toll-free services, etc
Weaknesses:• Higher costs• Security & Privacy
Strengths:• Existing market share & channel• Medium cost but dated equipment
Weaknesses:• Typically audio only (No data conferencing)• No PhoneManager/SoftConsole-like functionality
Strengths:• Application sharing• SIP-based architecture• Low call costs (VoIP)
Weaknesses:• High Costs• No traditional voice offer • No QoS when using the Internet• Application download required for web client
Phone Manager – What is it
• Personal Productivity Tool.– Lite, Pro or Softphone Options.
• Application to load on User PC.– Enhances Handset functionality.
• Provide users with Visibility and Control.– Visibility of team members status.– Caller information. Allows selectivity.– Call History and Message Control.– Handset Control. Park, Hold, Forward, etc– Personalised Directory.
• Provide Presence.– Integration with MS LCS. – Who’s Logged In. Instant Messaging
Phone Manager Key Customer Benefits
• Turns a basic handset into a very effective information device.
• Responsive Workforce– Visibility of Caller. Know who is calling and how to respond.– Status of co-workers. Never route to a mailbox.– Collaboration through MS LCS. Presence– Co-Opt appropriate resource. Easy Conference control.
• User Availability– Easy control of handset for coverage. Forward or Twinning.– PhoneManager Softphone provides Mobility.
• Call centre functionality at low cost– Provide Queue Visibility. Provide visual status of the team– Maintain customer contact and never loose a call– Keep a visual history of calls received and made– Keep a visual history of missed calls and messages
SoftConsole – What is it
• Switchboard Operation– Application on User CD to load on user PC.– Licensed Application per user. Up to 4 users IP Office.
• Secure Solution
– Works alongside telephone handset.
– Calls not Answered can flood over.
• Pop alternative SoftConsole
– Calls not answered return to switchboard.
• Call Centre Supervisor Operation
– Visibility of Agents.
– Make Agents Available.
– Make Agents Active in Group.
Three Advantages of SoftConsole.
• Visibility – No routing calls to a busy line.– See agents available in groups. – See user available to take calls
• Integrated Solution – One screen for all communications– Use MS Outlook contacts list.
• Control – Ensure calls answered.– Works for Call Centre Supervisor– Ensure associates active.– Forward extensions to mobiles