trends in enterprise voip voip as a catalyst for enhanced business services

Trends in Enterprise VoIP

VoIP as a catalyst for enhanced Business Services

January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com

– Transition Experts

• Over 6 years in business - 100% customer retention!• Directly engaged in transition from TDM to VoIP-

based Call Centers at >100 large enterprises• Over 1 Billion calls annually via our VoIP solutions• Our customers are world leaders in customer service

from Telecom, Healthcare, Banking, Utilities, Insurance, Transportation, and Entertainment, including more than 20 companies from the Fortune 500.

• 100% customer reference-ability

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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com4

The Crystal Ball …

“When you predict the future, expect to be wrong.”


VoIP in Transition …

• Enterprises are migrating to VoIP– Upgrade vs. “Forklifts”– Melding traditional telephony w/ VoIP features– Moving business-critical processes/applications to VoIP– The “Chicken or the egg?” scenario of Switch vs.

Application– Business vs. $’s drivers

Enterprises are continuously in Transition …

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Sensible migration …

• Vendors roadmaps and products are biased to continuous upgrade / new product paths …

• Enterprises are wary of new technologies and processes (… the “been burnt before” syndrome)

• Business drivers usually trump “technology for technologies’ sake.”

• The “5 – 9’s principle” … aka: “there’s always dial tone!”

• Legacy workhorses vs. Next Generation promises

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The telephone paradigm …

• The desk phone and, to a lesser extent, the mobile are inherently single-modal devices

• The basic functions and usage of the telephone has not changed dramatically in 100+ years

• Previous technologies (pre-VoIP) have tried and failed:

– ISDN– Video Phones– PSTN phones with HTML or XML capability

VoIP needs to (and will!) transcend the phone …7


Paradigm shift - Convergence

• Convergence can play a key role - computer, phone, mobile device will blur together onto the “application layer”

Multiple devices driven by comfortand use-ability in any communication … all acting as the DATA & VOICE

(information) conduit to enhance the experience!

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Paradigm shift - Blending

• Customer and business communication will be driven by what is required by the situation (multi-modal / blended interactions)

– Phone– Fax– SMS / text– Web / WML / push– Customer Service Rep– Self-Service (IVR)– Future services / applications ???

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Paradigm shift - Presence

• Presence (like IM, but across modalities) can reduce missed calls/opportunities and increase Business and Customer satisfaction

Voicemail and dialers may become artifacts of a non-Presence based past …

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… towards the future!

• VoIP is many things to many enterprises …• Applications (driven from Customer and/or

Business requirements) will continue to push the envelope!

• Blended legacy/TDM and VoIP systems/services can help ease “forklift” requirements

Application and process analysis and improvement will help build your “enterprise roadmap” based on

you readiness and capability … not Vendor planned obsolescence …

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trends in enterprise voip voip as a catalyst for enhanced business services

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