SMB Buyer s Guide to Unified Communications

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "SMB Buyer s Guide to Unified Communications"

Transcription

1 SMB Buyer s Guide to Unified Communications A T3i Group White Paper Terry White Senior Program Director T3i Group Tel:

2 SMB Buyer s Guide to Unified Communications By Terry White, Senior Program Director T3i Group What is Unified Communications (UC)? There are many different definitions of Unified Communications. T3i Group has adopted the following definition, which we use in our market research studies, reports and whitepapers: Unified Communications is a set of applications which run in conjunction with an IP Telephony system (IP-PBX) for the purpose of improving specific user productivity, reducing costs or streamlining business processes. The following is a list of the most common types of UC applications: Instant messaging Unified messaging (integrating voice mail with ) Conferencing and Collaboration (including audio, video and web) Teleworker (same telephony work environment at home as in office) UC Client (a PC-based application that provides a consistent user interface for accessing the features of IP-PBXs and UC applications) Mobile UC Client with mobile integration (single number for desk and mobile phone, with PBX dialing and feature access) Presence (recognizing user presence and making it available within applications and to other users) T3i Group has been conducting primary market research studies for several years on the demand for IP Telephony (IPT) and UC applications. In these studies we survey both Enterprise and SMB (Small and Medium-sized Businesses) decision-makers. This whitepaper will analyze the buying behavior of the SMB market consisting of companies or institutions with between 5 and 500 employees. There are approximately 2.4 million U.S.-based companies within that employee size range. Market Segmentation Based on SMB Buying Behavior for UC Our market research studies have identified two different SMB segments with respect to their buying behavior for IPT and UC: Basic Communications These SMBs expect their IPT/UC systems to deliver core communications very cost effectively Business Value These SMBs expect their IPT/UC systems to enable them to improve the way they do business 2

3 We use our market research surveys to measure the size of these segments and to track their adoption rate for UC applications. For example, our surveys for the past several years have posed the following question to SMB decision-makers: Do you agree that UC applications which are enabled by IP Telephony can deliver business value by significantly improving key business processes? The SMBs in the Business Value segment were those that Strongly or Very Strongly Agreed with that statement. At the end of 2007, the Business Value segment represented 57% of U.S. SMBs. This was up from 46% one year earlier. The Business Value Gap However, only 23% of these Business Value SMBs indicated that they had begun to implement UC applications at the end of So, there is a clear gap between the perception of business value and actual execution. If Business Value SMBs strongly believe that UC apps can deliver business value, why were 77% of that Business Value segment not using any of them? The top four reasons for not implementing UC applications, according to our survey of the Business Value SMBs, were: Haven't started implementing IP Telephony yet Solutions are targeted at bigger companies Vendors lack understanding of our business issues Vendors haven't proposed any This indicates that many of these Business Value SMBs have been delaying the implementation of IP Telephony systems until they figure out how UC applications on those systems can help them improve some business processes. These Business Value SMBs are looking for guidance from their IPT/UC vendors, but are finding that many of these vendors lack the understanding of their business issues or are targeting their UC solutions at the Enterprise market instead of at SMBs. Table 1 shows the product lines that the major IPT vendors are targeting at the Enterprise market and the two different segments of the SMB market. It also indicates which vendors enable the Business Value SMBs to access the same comprehensive set of UC apps that are available for Enterprise customers. This table indicates that Mitel is the only vendor with a flagship product line that can effectively scale from Small Businesses through Large Enterprises. The UC Apps that run on their Mitel 3300 IP Communications Platform product line are also being adapted to run on the Mitel 5000 Communications System which they acquired in the merger with InterTel. In limited cases, some of the other vendors do provide a few UC apps that are common among their different IPT platforms, but Mitel is the only major vendor that provides full UC access for both enterprises and SMBs. 3

4 Table 1. Telephony/UC Product Positioning Enterprise vs. SMB Vendor Enterprises Business Value SMBs Basic SMBs 3300 ICP 3300 ICP SX-200 ICP Mitel /3000 NEC Nortel Univerge SV8500 UX 5000 DSX Univerge SV7000 Univerge SV8000 UX 5000 CS 1000 BCM BCM SCS 500 Norstar Cisco Unified Communications Manager UC 500 SPA 9000 Unified Communications Manager Express UC 500 Avaya Communications Manager IP Office IP Office Partner Legend: UC Apps are common across the IPT Product Lines for Enterprise and Business Value SMBs Table 1 confirms that most IPT/UC vendors are targeting their flagship set of UC apps at the Enterprise market and do not offer the same depth of applications on their SMB product lines. Mitel is the only exception among major IPT vendors that have extended enterprise UC applications to address the unique needs of small business. Business Value SMBs can access Mitel s full set of UC apps from either the 3300 ICP or 5000 product lines. It is also interesting to note that Mitel was the 2007 market share leader in IP Telephony line shipments to the U.S. SMB market. (See Figure 1.) It would appear that Business Value SMBs were not delaying their implementation of Mitel IPT systems due to the lack of UC Apps that could deliver business value. 4 Figure Market Share of IP Telephony Line Shipments -- U.S. SMB Market Vendors SMB Mitel 15.5% NEC 14.1% Toshiba 12.9% Nortel 12.5% Cisco 11.9% Avaya 8.2% ShoreTel 7.7% 0% 30%

5 What Do We Mean by UC Business Value for SMBs? Many industry analysts have divided the business value of Unified Communications into the following two categories: Productivity Benefits UC applications, such as instant messaging, teleworker and collaboration can improve worker productivity Integration Benefits Integrating UC functionality into business operations can significantly improve key business processes However, actual execution to achieve these benefits has been slow. SMBs have discovered that simply making their overall worker population more productive through the use of UC apps does not always translate into actual cost savings. SMBs have also been reluctant to hire consultants and systems integrators to define and implement significant business process improvement projects involving UC solutions. Often these consultants and integrators are focused on enterprises and their solutions are too expensive for SMBs. In some cases, UC can also result in direct cost savings not related to process or productivity (power savings for example). T3i Group has found that productivity improvements can be converted into cost savings by targeting UC solutions at certain types of workers (roles), whose business requirements can be defined and productivity improvement can result in quick ROI. Some IPT/UC vendors, such as Mitel, have achieved initial success in selling the business value of UC to SMBs by using a focus on vertical markets and business roles to demonstrate quantifiable cost savings. The following are actual examples of SMB vertical markets in which Mitel has used this approach to deliver business value: 1. Support Services Type of Business: Outsourcer for network infrastructure and business apps Business Problem: High cost to provide training and technical support UC Solution: UC Client, Mobile Integration, Real- Time Audio/Web Conferencing, Teleworking, Unified Messaging, Automatic Call Distribution (ACD) Target Users: Tech support specialists Business Benefits: Significantly reduced travel costs; improved customer training enabled tech support specialists to serve more customers By using Mitel s Audio and Web conferencing tools to deliver customer training, the company has improved the efficiency of tech support staff by 300 percent, along with a substantial reduction in travel costs. Not only was the company able to recoup its Unified Communications solution investment in just four months, they were able to immediately serve more customers with their existing number of tech support resources. 5

6 By using Mitel s mobile phone integration, calls are routed to tech support s office phones and twinned to mobile phones ensuring that tech support specialists can respond to customer calls even when they are away from their desks. This improves customer service by ensuring customer calls are answered immediately and lowers mobile phone costs since many technical support calls are taken on desk phones or are moved from mobile phones to desk phones with a single key press keeping calls off the mobile phone network. 2. Consulting Services Type of Business: Education consulting Business Problem: Slow customer service when consultants were out of office UC Solution: Unified Communications Client Target Users: Consultants Business Benefits: Improved employee productivity, enhanced customer responsiveness, reduced travel costs With over half its workforce located in geographically dispersed offices and often in customer offices, the organization was looking to enable closer collaboration between team members. Through the deployment of a Unified Communications client to all employees, everyone in the organization was provided with real-time access to presence information, secure instant messaging, conferencing and collaboration capabilities. Coworkers across the country were able to quickly connect in a secure environment, share applications and collaborate on documents, presentations and files resulting in enhanced productivity and faster resolution of customer issues. The organization halted its original plan of contracting for on-demand audio and web conferencing services. In addition, improving communication and sharing between employees hundreds of miles away from each other significantly reduced business travel between branch offices and headquarters. The result was a cost savings in excess of $10, per employee annually, along with an unparalleled return on investment. Customer satisfaction has been greatly improved. The resulting increases in productivity enabled consultants to increase the percent of time they are engaged in billable activities. 3. Manufacturing Type of Business: Contract manufacturing Business Problem: Slow customer service when sales reps and engineers were away from their desks, slow decision making UC Solution: Mobile integration, Unified Messaging, Teleworker, Microsoft OCS 2007 Target Users: Sales reps and engineers Business Benefits: Faster response to customer requests; improved sales productivity, faster decision making 6

7 With Mitel mobile integration and the teleworker solution, customers can dial one number to reach their sales rep whether the rep is in the office, on the road, or working from home leading to enhanced customer service. When calls are missed, messages end up in a single voice mailbox which is then forwarded to , thus simplifying message retrieval. The solution also included Microsoft OCS 2007 which facilitated the use of instant messaging and collaboration between the sales reps and the company s engineers. This improved collaboration has resulted in faster response to customer requests and much higher sales productivity. This has led to an increase in customer satisfaction, which in turn has driven higher revenue growth. 4. Professional Services Type of Business: Medical Transcription Services Business Problem: High cost to grow the business, difficulty hiring and retaining knowledge workers UC Solution: Teleworker solution, UC Client, Softphone Target Users: Medical Transcriptionists Business Benefits: Reduced real estate costs, ability to hire knowledge workers where they live avoiding relocation costs As the company grew so did their communications and real estate costs. By implementing Mitel s teleworker solution (using both hard and softphones) the firm was able to transform their business model by closing many remote offices and having employees work from home resulting in significant real estate cost savings. To ensure efficient communication and collaboration between employees, the UC Client was deployed to give employees a view of each others presence allowing instant messaging, voice calling, and escalation to video and web collaboration. With seamless communications between home workers, the business could hire the best and brightest employees where they lived while avoiding the difficulties of relocation. 5. Education and Training Services Type of Business: Professional Education and Training Business Problem: Growth of business was constrained by geographic proximity of potential clients to existing training facilities UC Solution: Video Conferencing, Teleworker Target Users: Trainers, clients Business Benefits: Expanded business by employing distance learning without increasing the number of trainers This company conducts training courses to help prepare professionals, such as accountants, tax practitioners, attorneys and financial planners, to achieve or renew their professional certifications. Prior to implementing the UC solution, the trainers would need to travel to remote locations to conduct courses, or the professionals would need to travel 7

8 some distance to the nearest training center. By using videoconferencing, the trainers can conduct a training session at their home locations and the professionals can participate remotely from the location most convenient to them while saving travel costs. This has enabled the company to expand their business without having to increase the number of trainers. 6. Retail Type of Business: Entertainment Ticketing and Marketing Company Business Problem: Improve customer service by increasing the accessibility of its employees UC Solution: Mobile Integration Target Users: Sales Professionals Business Benefits: Increased customer service, improved competitive advantage and reduced communications costs With over 250,000 customers and 60% of business bookings conducted over the telephone, the organization acknowledged that its sales staff must always be accessible. With the mobile phone integration, team members were able to twin their business extension with their cellular phone. Incoming calls would simultaneously ring both phones, ensuring that sales team members were continually accessible to customers regardless of whether they were in the office, working remotely or on the move. Call twinning enabled sales team members to provide their customers with a single reach number and to manage just one voice mailbox greatly improving their accessibility. Furthermore, with fewer calls being transferred to voic , customer service levels increased and the volume of closed deals grew by 5%. The sales team was able to make, or take calls on their mobile devices when away from their fixed work locations. When arriving back at their desk, the calls could then be seamlessly switched to their office phone. The ability to switch calls off of a wireless network helped reduce cellular usage by 30% and allowed the organization to renegotiate lower cost wireless plans with its carrier. 7. Travel Type of Business: Corporate Travel Consultant Business Problem: High costs to support travel consultants working from home, ability to tailor service to high value customers UC Solution: IP Contact Center, Teleworker Target Users: Travel agents Business Benefits: Significant cost reduction to support home workers, enhanced customer service 8

9 To effectively support customers and enable travel consultants to work from home, each home office previously required one to three phone lines. With the Mitel Teleworker Solution, home-based workers now seamlessly link to the corporate telecom infrastructure with just a single Internet connection delivering the organization $180,000 in landline savings in just three years. Additionally, teleworking capped future real estate costs by allowing corporate expansion to occur through the hiring of additional homebased consultants. A Mitel Contact Center Management solution was also deployed, allowing the organization to enable priority call routing and automate the distribution of calls. The organization achieved its guarantee that 85 percent of calls will be answered by a live consultant. And assigning key accounts to specific consultants translated into superior service delivery to customers. Finally, multiple corporate offices were connected via IP Networking which resulted in considerable savings over traditional digital trunk connections. 8. Retail Type of Business: Automotive Dealership Business Problem: Expensive and complex communications UC Solution: IP Communications system, unified messaging, Target Users: Sales staff Business Benefits: Lower communications costs, improved customer service; The dealership had grown over time to incorporate many locations and ended up with a complex and costly Centrex phone system. By replacing this with an IP Communications solution, monthly phone costs were reduced by 65%. With the new system, a call to the parts department, for instance, rings simultaneously at all the phones in that department, increasing the likelihood that the call gets answered promptly. And a new four-digit dialing capability lets employees quickly transfer callers throughout a dealership or even between dealerships. The solution has also allowed the company to set long-distance calling privileges by job function, a cost-saving capability unavailable with Centrex. In addition, the new system is used to track the success of advertisements and other promotional efforts. By assigning a new and unique telephone number to an ad or direct response marketing campaign, success of these campaigns can be quickly assessed. 9. High Tech Type of Business: Independent software vendor Business Problem: Time away from office had negative impact on the productivity of software developers UC Solution: Teleworker Target Users: Software developers Business Benefits: Higher margins by increasing developer productivity 9

10 This software company s main office is in the UK, with satellite offices in three different countries. The productivity of the software developers was impacted by the combination of high commute times at the headquarters location and disruptive travel between offices. Teleworker application enabled them to have the same work environment whether they were working at home, in their regular office or at one of the satellite offices. The resulting improvement in developer productivity contributed to higher margins for the company. Conclusions These customer examples clearly demonstrate that UC applications can deliver real business value to SMBs in a variety of different vertical markets, especially when focused on specific workgroups or process improvement. The common thread across these examples is the use of UC applications to improve the productivity of selected types of users. Usually these workers were highly mobile and often their jobs involved direct contact with customers. But in the nine vertical market examples, there were twelve different UC applications; nine different types of workers; and three different types of mobility traveling away from the office; mobility within the primary work location; and working at home. There were also several different categories of business value. Higher productivity of key employees resulted in reduced costs, higher margins and the ability to serve more customers and expand the business without increasing staff. Reducing employee travel not only cut costs but it improved employee job satisfaction. Faster response to customer inquiries and higher first call resolution led to significant increases in customer satisfaction and retention. These are the type of quick ROI and practical benefits that SMBs should be expecting their IPT/UC vendors to focus on during the UC applications sales process. Mitel has demonstrated that its approach can deliver rapid, quantifiable value to SMB customers. SMBs should avoid vendors that only talk in terms of whiz-bang product features and generalize about overall productivity improvements. 10

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

Avaya IP Office. Simple yet robust collaboration solution for SMBs. 0800 019 0194 info@chesstelecom.com

Avaya IP Office. Simple yet robust collaboration solution for SMBs. 0800 019 0194 info@chesstelecom.com Avaya IP Office Simple yet robust collaboration solution for SMBs Benefits Serve customers effectively Give your business a competitive edge by keeping your communications at peak performance. Easy to

More information

Understanding the Benefits of Unified Communications

Understanding the Benefits of Unified Communications Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes

More information

SMB Guide to Improving Business Performance through Unified Communications An InfoTrack White Paper

SMB Guide to Improving Business Performance through Unified Communications An InfoTrack White Paper SMB Guide to Improving Business Performance through An InfoTrack White Paper Susan Hobart InfoTrack Research Director T3i Group shobart@t3igroup.com SMB Guide to Improving Business Performance through

More information

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses IP Office: Simple, Powerful Communications for Small and Medium Size Businesses Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and

More information

MITEL. Applications Suite

MITEL. Applications Suite MITEL Applications Suite Simplify communications and increase productivity Mitel Applications Suite is a robust communications solution that unifies mission-critical applications required by small- and

More information

Unified Communications, Diverse Benefits

Unified Communications, Diverse Benefits TECHNOLOGY SOLUTIONS Unified Communications, Diverse Benefits Adopting a unified communications platform increases productivity, reduces costs and improves end-user service. Your staff may sit in cubicles

More information

The Business Case for Unified Communications November 2013

The Business Case for Unified Communications November 2013 Wikipedia s definition of Unified Communications (UC): UC is the integration of real-time communication services, such as: Instant messaging (chat) Presence information Telephony (including IP telephony)

More information

Unified Communications: The Layman s Guide

Unified Communications: The Layman s Guide White Paper Unified Communications: The Layman s Guide Contents Introduction....2 What can you expect in return?....2 How Unified Communications Works....2 Challenges Ahead....2 Are you ready?....3 About

More information

OVERVIEW Intelligent Communication Solutions for Law Firms

OVERVIEW Intelligent Communication Solutions for Law Firms OVERVIEW Intelligent Communication Solutions for Law Firms IP Office the Intelligent Communications solution for small and midsize law firms avaya.com 2 Millions of users in small and midsize businesses

More information

Calculate Your Savings

Calculate Your Savings Calculate Your Savings See how the right phone system can improve your bottom line. Are you missing important calls and lost revenue? Are missing important calls and lost revenue? Could you provide a better

More information

Unified Communications. Fulfilling the promise of UNIVERGE 360

Unified Communications. Fulfilling the promise of UNIVERGE 360 Unified Communications Fulfilling the promise of UNIVERGE 360 Unified Communications in Today s World Businesses today are suffering from communication and information overload. Unified Communications

More information

A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com

A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS DOES YOUR PHONE SYSTEM INTEGRATE WITH YOUR BUSINESS? The business of today needs to solve numerous problems to achieve success. Fortunately, when

More information

Avaya IP Office Unified Communications for Small Business

Avaya IP Office Unified Communications for Small Business Avaya IP Office Unified Communications for Small Business Unified Communications for Small Business is a suite of applications that: Turns a home phone into an IP Office telephone with the Phone Manager

More information

How to Determine TCO for IP Telephone Systems

How to Determine TCO for IP Telephone Systems How to Determine TCO for IP Telephone Systems HOW TO DETERMINE TCO FOR IP TELEPHONE SYSTEMS 2 INSIDE: 3 4 5 6 7 8 9 10 11 12 Getting Started What is TCO for UC? Count up Operational Costs Consider the

More information

Frontier AnyWare. Overview. Built for reliability, productivity and convenience. Business continuity. Easy to use

Frontier AnyWare. Overview. Built for reliability, productivity and convenience. Business continuity. Easy to use Frontier Anyware With cloud-enabled solutions so you have access anywhere, from any device Overview is an affordable and feature-rich phone system for businesses. You receive great call quality, industryleading

More information

Which of the following types of phone service does your company use for its primary means of voice communications

Which of the following types of phone service does your company use for its primary means of voice communications VoIP and the SMBs - Tapping the Market By Matt Delpercio Despite the benefits of IP telephony, only a small percentage of small to medium businesses (SMBs) use VoIP as their primary means of voice communications.

More information

Unified ied Communications Applications:

Unified ied Communications Applications: Unified ied Communications Applications: Uses and Benefits July, 2008 179 South Street Boston, Massachusetts 02111 617.350.8922 Fax: 617.451.5272 www.chadwickmartinbailey.com Table of Contents LIST OF

More information

MITEL MiCLOUD BUSINESS PHONE SYSTEM

MITEL MiCLOUD BUSINESS PHONE SYSTEM MITEL MiCLOUD BUSINESS PHONE SYSTEM Communications in the Cloud Mitel MiCloud Business is an affordable and feature-rich phone system for small to mid-sized businesses. Fully hosted, maintained and supported

More information

Avaya Unified Communications Can Reduce Cell Phone Expenses

Avaya Unified Communications Can Reduce Cell Phone Expenses WHITE PAPER Avaya Unified Communications Can Reduce Cell Phone Expenses June 2008 Table of Contents Introduction... 1 Section 1: Reduce Inbound Minutes... 1 Section 2: Reduce Outbound Minutes... 2 Section

More information

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses IP Office: Simple, Powerful Communications for Small and Medium Size Businesses Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and

More information

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships OVERVIEW Intelligent Communication Solutions for Automotive Dealerships Avaya IP Office the Intelligent Communications solution for today s small and midsize auto dealers avaya.com 2 Millions of users

More information

How Small and Midsize Professional Services Firms Can Use Unified Communications to Maximize Success

How Small and Midsize Professional Services Firms Can Use Unified Communications to Maximize Success How Small and Midsize Professional Services Firms Can Use Unified Communications to Maximize Success Table of Contents Introduction... 1 Unified communications... 1 Go mobile with one number... 1 Work

More information

Mitel MiCollab Client

Mitel MiCollab Client Mitel MiCollab Client Making In the Moment Communications More Dynamic In today s fast-paced, competitive world of business how can employees work together efficiently & effectively to help drive the success

More information

Unified Communications. solutions

Unified Communications. solutions Unified Communications solutions MITEL UNIFIED COMMUNICATIONS SOLUTIONS Take every edge you can get to prosper The formidable challenge of doing more with less You may be pressed to reduce your long distance

More information

Health Care. Solutions

Health Care. Solutions Health Care Solutions Prescribing the right solutions for your communications needs Your health care facility has unique, dynamic requirements that demand more than a one size fits all approach to business

More information

Reduce Mobile Phone Expense with Avaya Unified Communications

Reduce Mobile Phone Expense with Avaya Unified Communications Reduce Mobile Phone Expense with Avaya Unified Communications Table of Contents Section 1: Reduce Inbound Minutes... 2 Section 2: Reduce Outbound Minutes... 3 Section 3: Take Greater Advantage of Free

More information

The Total Cost of Ownership for Unified Communications. Hyoun Park Research Analyst Collaboration and Integrated Communications

The Total Cost of Ownership for Unified Communications. Hyoun Park Research Analyst Collaboration and Integrated Communications The Total Cost of Ownership for Unified Communications Hyoun Park Research Analyst Collaboration and Integrated Communications AberdeenGroup 2011 Agenda for this Webinar Who was surveyed for this study?

More information

WHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com

WHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com WHITE PaPEr: Easing the Way to the Cloud: 1 WHITE PAPER The Business Benefits of Upgrading Legacy IP Communications Systems 2 WHITE PAPER: The Business Benefits of Upgrading Legacy IP Communications Systems

More information

IP Office: Simple, Powerful Communications for Small Business

IP Office: Simple, Powerful Communications for Small Business avaya.com IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive

More information

2015 Hosted Unified Communications Buyers Guide

2015 Hosted Unified Communications Buyers Guide 2015 Hosted Unified Communications Buyers Guide Future-proofing Communications Investments January 2015 Contents Executive Summary Competitors at a Glance... 3 Introduction: The Move to Hosted/ Cloud Communications...

More information

Six Questions to Answer When Buying a Phone System

Six Questions to Answer When Buying a Phone System 2016 NEW PHONE SYSTEM BUYER S GUIDE Six Questions to Answer When Buying a Phone System In addition to the most comprehensive portfolio of voice communications, data and wireless networking products in

More information

Business Cloud Services

Business Cloud Services Business Cloud Services Unified Communications in the Cloud Flexible. Economical. Powerful. UNIVERGE BLUE Business Cloud Services by NEC delivers enterprise-grade Voice, Mobility, Messaging, Presence,

More information

Imagine a Simple, Yet Powerful Small Business Phone System. The Avaya IP Office Platform. 2014 Avaya Inc. All rights reserved. 1

Imagine a Simple, Yet Powerful Small Business Phone System. The Avaya IP Office Platform. 2014 Avaya Inc. All rights reserved. 1 Imagine a Simple, Yet Powerful Small Business Phone System The Avaya IP Office Platform 2014 Avaya Inc. All rights reserved. 1 Today s Small Business Challenges Greater customer expectations Managing Growth

More information

Seven Things to Consider When Developing a Unified Communications Strategy By: Blair Pleasant, COMMFusion

Seven Things to Consider When Developing a Unified Communications Strategy By: Blair Pleasant, COMMFusion WHITE PAPER Seven Things to Consider When Developing a Unified Communications Strategy By: Blair Pleasant, COMMFusion To boost competitiveness and improve business performance in today s global environment,

More information

Cost Reduction with a Unified Communications Solution. Alex Nanos Unified Communications Solutions Specialist Microsoft Canada

Cost Reduction with a Unified Communications Solution. Alex Nanos Unified Communications Solutions Specialist Microsoft Canada Cost Reduction with a Unified Communications Solution Alex Nanos Unified Communications Solutions Specialist Microsoft Canada Agenda The Economics of Software-Powered Communications Forrester Consulting

More information

Convergence: The Foundation for Unified Communications

Convergence: The Foundation for Unified Communications Convergence: The Foundation for Unified Communications Authored by: Anthony Cimorelli, Senior Product Marketing Manager Onofrio Norm Schillaci, Principal Sales Engineer Michelle Soltesz, Director, Marketing

More information

Connect and Collaborate With Unified Communications

Connect and Collaborate With Unified Communications 1 Connect and Collaborate With Unified Communications David Schenkel, ADTRAN, david.schenkel@adtran.com Industry Briefings 2 Sunday, 16 January 2011, 13:30 15:00 Location: Nautilus 1 2 Who is ADTRAN? Leading

More information

Mitel MiCloud Office Solution Overview

Mitel MiCloud Office Solution Overview Mitel MiCloud Office Solution Overview Have you ever stood in line for hours anxiously awaiting the latest new mobile phone technology? Today s powerful devices are so much more than just simple voice

More information

IP Office Receptionist

IP Office Receptionist IP Office Receptionist Efficient and Professional Call Handling Overview Receptionists can handle dozens, even hundreds of calls daily, so it s easy to see how important it is to deploy a phone application

More information

business phone systems

business phone systems SDN Communications business phone systems Combine and streamline your communication tools www.sdncommunications.com avaya phone systems improve business agility - reduce costs - increase productivity If

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

CONNECT IP-PBX OVERVIEW

CONNECT IP-PBX OVERVIEW CONNECT IP-PBX OVERVIEW The CONNECT IP PBX Platform empowers Hosted VoIP services to Small Medium and enterprise businesses with abundant features and streamlined customer management. Some of benefits

More information

Hosted vs On-Site IP-PBX A Guide for SMEs

Hosted vs On-Site IP-PBX A Guide for SMEs A Guide for SMEs When switching to Voice over Internet Protocol (VoIP) telephony, the decision of whether to use a hosted or on-site phone system (IP-PBX) must be made. Both have fundamental differences

More information

Understanding The Benefits Of Unified Communications And Hosted VoIP

Understanding The Benefits Of Unified Communications And Hosted VoIP Understanding The Benefits Of Unified Communications And Hosted VoIP oip Having Unified Communications (UC) in place can benefit not only your organisations but also your employees and customers. The Benefits

More information

Avaya Understands Law Firms

Avaya Understands Law Firms Avaya Understands Law Firms All in one communications solutions from Avaya, the IP Office Big business communications at small business prices Avaya IP Office brings law firms leading edge communication

More information

The Protel PBX Line. Converged Communications for Business. www.nexmatrix.com. Green Solutions

The Protel PBX Line. Converged Communications for Business. www.nexmatrix.com. Green Solutions The Protel PBX Line Converged Communications for Business Green Solutions www.nexmatrix.com Your employees are your most valuable assets The Protel PBX makes them more productive! Why choose the Protel

More information

UNIFIED COMMUNICATIONS. Keeping people in touch efficiently

UNIFIED COMMUNICATIONS. Keeping people in touch efficiently UNIFIED COMMUNICATIONS Keeping people in touch efficiently WHAT ARE UNIFIED COMMUNICATIONS? At its best, unified communications (UC) is just what it says it enables better interaction between people by

More information

IP TELEPHONY TAKE YOUR BUSINESS COMMUNICATIONS TO THE NEXT LEVEL

IP TELEPHONY TAKE YOUR BUSINESS COMMUNICATIONS TO THE NEXT LEVEL IP TELEPHONY TAKE YOUR BUSINESS COMMUNICATIONS TO THE NEXT LEVEL Executive Summary The rising popularity of IP Telephony in recent years demonstrates that it has become a highly functional, affordable

More information

Unified Communications Market 2007-2012. Executive Summary

Unified Communications Market 2007-2012. Executive Summary Unified Communications Market 2007-2012 Executive Summary Unified Communications (UC) is all the rage. Companies of all sizes, and in all vertical markets and geographies are exploring how they can take

More information

Feature Seat and Device Summary

Feature Seat and Device Summary CLOUD VOICE COMPREHENSIVE, ENTERPRISE-GRADE COMMUNICATION Feature Seat and Device Summary Customized Cloud Communication Services Cloud gives companies the benefits of a cloud service such as simplified

More information

Opal SIP Trunks. Greg Zweig Sonus Networks Product Management. www.sonusnetworks.com. July, 2010

Opal SIP Trunks. Greg Zweig Sonus Networks Product Management. www.sonusnetworks.com. July, 2010 Opal SIP Trunks Greg Zweig Sonus Networks Product Management July, 2010 www.sonusnetworks.com Sonus Networks Disclaimer Content provided is for information purposes only and is subject to change without

More information

Convergence: VOIP/UC Business Case. Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com

Convergence: VOIP/UC Business Case. Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com Convergence: VOIP/UC Business Case Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com Agenda About Nemertes Business Case for VoIP & UC h Drivers h Getting Started h Team Approach

More information

Mitel MiCloud Business Phone System

Mitel MiCloud Business Phone System Mitel MiCloud Business Phone System Communications in the Cloud Mitel MiCloud Business is an affordable and feature-rich phone system for small to mid-sized businesses. Fully hosted, maintained and supported

More information

Presented by. 2008 VendorGuru.com. All rights reserved. www.vendorguru.com

Presented by. 2008 VendorGuru.com. All rights reserved. www.vendorguru.com Presented by The Benefits of Business VoIP 2008 VendorGuru.com. All rights reserved. www.vendorguru.com The Benefits of Business VoIP Contents Introduction... 2 VoIP Technology: An Overview... 2 Benefits

More information

The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs)

The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs) The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs) Introduction: Making UC Affordable The Web has empowered organizations

More information

UNIFIED COMMUNICATIONS

UNIFIED COMMUNICATIONS DISCOVER UNIFIED COMMUNICATIONS UNIFIED COMMUNICATIONS Collaborate. Communicate. Unify. It s no secret. The smartest companies have discovered a way to converge the resources of their business applications

More information

Mitel Mobility Solutions

Mitel Mobility Solutions Mitel Mobility Solutions Freedom is A Single Cloud-Ready Software Stream An In-Office Experience Anywhere Freedom From Walled Garden Architectures Freedom of Commercial Offerings slide 2 Freedom Architecture

More information

UNIVERGE Cloud Services. Unified Communications as a Service (UCaaS)

UNIVERGE Cloud Services. Unified Communications as a Service (UCaaS) UNIVERGE Cloud Services Unified Communications as a Service (UCaaS) NEC has completely changed the way businesses communicate. With the UCaaS offering from NEC s UNIVERGE Cloud Services, your workforce

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

WHITE PAPER. Deploying Mobile Unified Communications for Avaya

WHITE PAPER. Deploying Mobile Unified Communications for Avaya WHITE PAPER Deploying Mobile Unified Communications for Avaya Table of Contents 1. Introduction...3 2. What are the drivers for deploying Mobile Unified Communications?... 3 3. What factors influence which

More information

UC Desktop Suite. NEC Corporation of America www.necam.com

UC Desktop Suite. NEC Corporation of America www.necam.com UC Desktop Suite NEC Corporation of America www.necam.com UC Desktop Suite is a unified communications solution designed specifically for the UNIVERGE SV8100 Communications Server that enhances an organization

More information

collaboration Keeping people in touch efficiently

collaboration Keeping people in touch efficiently collaboration Keeping people in touch efficiently What is collaboration? At its best, unified communications (UC) is just what it says it enables better interaction between people by integrating what were

More information

Cisco Unified CallConnector for Microsoft Dynamics CRM

Cisco Unified CallConnector for Microsoft Dynamics CRM Cisco Unified CallConnector for Microsoft Dynamics CRM Cisco Unified Communications is a complete IP communications system of voice, video, data, and mobility products and applications. It brings together

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

Inter-Tel 5000 Network Communications Solutions

Inter-Tel 5000 Network Communications Solutions Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your

More information

How to Cut Expenses with your Next Phone System Upgrade

How to Cut Expenses with your Next Phone System Upgrade WHITEPAPER How to Cut Expenses with your Next Phone System Upgrade 877-277-3303 www.cio-now.com Overview Since The Great Recession of 2007, companies of all sizes have watched their budgets carefully,

More information

Voice Over IP and Productivity A Whitepaper By Shoretel

Voice Over IP and Productivity A Whitepaper By Shoretel Voice Over IP and Productivity A Whitepaper By Shoretel October 2004 Voice over IP and Productivity How IP Telephony Enables Experts and Support Staff to Be Seemingly Everywhere at Once Productivity on

More information

The History & Future of Unified Communications Introducing Unified Communications

The History & Future of Unified Communications Introducing Unified Communications The History & Future of Unified Communications Introducing Unified Communications The worker of the future is virtual. Far from wanting a 100% telecommuting, work from home experience, this new breed of

More information

WHITE PAPER. The Cost Advantages of Using a Hosted

WHITE PAPER. The Cost Advantages of Using a Hosted The Cost Advantages of Using a Hosted The Web has empowered organizations large and small to collaborate and conduct commerce globally. As a result, smaller businesses can compete with much larger organizations

More information

IP Office: Simple, Powerful Communications for Small Business

IP Office: Simple, Powerful Communications for Small Business IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without

More information

SIP Trunking: Second-Wave Benefits

SIP Trunking: Second-Wave Benefits Trunking: Second-Wave Benefits trunking initially provided network savings to customers, but there are additional "second-wave" benefits to consider Reference Code: OT00050-002 Publication Date: January

More information

Mitel MiCloud Business Phone System

Mitel MiCloud Business Phone System Mitel MiCloud Business Phone System Communications in the Cloud Mitel MiCloud Business is an affordable and feature-rich phone system for small to mid-sized businesses. Fully hosted, maintained and supported

More information

Telephony Telephony more than just a phone system.

Telephony Telephony more than just a phone system. Telephony Telephony more than just a phone system. Telephony En Pointe ECS provides an end-to-end telephony solution based around the latest bleeding edge technology from Cisco Systems the Cisco Hosted

More information

MITEL. 5000 Communications Platform

MITEL. 5000 Communications Platform MITEL 5000 Communications Platform Today s Hybrid Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization by utilizing

More information

MITEL. 5000 Network Communications Solutions

MITEL. 5000 Network Communications Solutions MITEL 5000 Network Communications Solutions Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization

More information

August 2005. Unified Communications Transform Business Communication A commissioned study completed by Forrester Consulting on behalf of Cisco

August 2005. Unified Communications Transform Business Communication A commissioned study completed by Forrester Consulting on behalf of Cisco August 2005 Unified Communications Transform Business Communication A commissioned study completed by Forrester Consulting on behalf of Cisco Table Of Contents Executive Summary...3 Communication Hurdles

More information

MANAGED TELEPHONE AND INTERNET SERVICES

MANAGED TELEPHONE AND INTERNET SERVICES MANAGED TELEPHONE AND INTERNET SERVICES Managed Business Solutions Market Brief Insert service provider logo here 2001 Nortel Networks. All Rights Reserved. CONTENTS Introduction...2 Managed Business Solutions...

More information

Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer

Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer Abstract From August 2014 to March 2015, we talked to hundreds of small businesses (companies with annual revenues

More information

Cisco Unified CallConnector for Microsoft Windows

Cisco Unified CallConnector for Microsoft Windows for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more

More information

State College Agency Integrates Next-Generation Communications System

State College Agency Integrates Next-Generation Communications System Executive Summary Technical College System of Georgia Industry: Education Location: State of Georgia Number of Employees: 11,000+ CHALLENGE Help enable efficient delivery of more student services following

More information

OVERVIEW Intelligent Communication Solutions for Health Care Firms

OVERVIEW Intelligent Communication Solutions for Health Care Firms OVERVIEW Intelligent Communication Solutions for Health Care Firms Avaya IP Office the Intelligent Communications solution for today s small and midsize health care firms avaya.com 2 Millions of users

More information

Buyers Guide to Cloud Phone Systems

Buyers Guide to Cloud Phone Systems Buyers Guide to Cloud Phone Systems -002 -003 Introduction Highlights It s important to understand your options, your current business needs and future requirements before making a purchasing decision

More information

How should an enterprise move toward Unified Communications?

How should an enterprise move toward Unified Communications? WHITE PAPER How should an enterprise move toward Unified Communications? June 2008 Table of Contents Introduction... 1 Initiative 1: Improve support for mobile workers... 2 Initiative 2: Bring telephony

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

The Power of Integrated Collaboration

The Power of Integrated Collaboration ShoreTel Inc. White Paper The Power of Integrated Collaboration New, Practical Unified Communication Applications Marty Parker, Principal Consultant, UniComm Consulting LLC Table of Contents What s happening

More information

The Benefits of Unified Communications for SMBs

The Benefits of Unified Communications for SMBs y The Benefits of Unified Communications for SMBs An Osterman Research White Paper Published February 2010 SPONSORED BY! #$!#%&'()*(!!!"#$!#%&'()*( Osterman Research, Inc. P.O. Box 1058 Black Diamond,

More information

UNIFIED COMMUNICATIONS AND THE POWER OF SUCCESS:

UNIFIED COMMUNICATIONS AND THE POWER OF SUCCESS: UNIFIED COMMUNICATIONS AND THE POWER OF SUCCESS: UNDERSTANDING THE UNIFIED COMMUNICATIONS, TELEPHONY AND COLLABORATION by Nate Ulery What is Unified Communications (UC)? How can a UC solution affect an

More information

Connected and Complete: Enterprise Unified Communications Strategies Tyler Bryson Microsoft Corporation

Connected and Complete: Enterprise Unified Communications Strategies Tyler Bryson Microsoft Corporation Connected and Complete: Enterprise Unified Communications Strategies Tyler Bryson Microsoft Corporation This year By 2013. which is more than the a third world s of the mobile world s worker workforce

More information

Look beyond the expected Embrace new strategies Broaden your business horizons

Look beyond the expected Embrace new strategies Broaden your business horizons Company Overview Look beyond the expected Embrace new strategies Broaden your business horizons ivision s mission is to provide and build unparalleled Unified Communications (UC) solutions. In the journey

More information

Five Hosted VoIP Features

Five Hosted VoIP Features Five Hosted VoIP Features WHITEPAPER: switching to HOSTED VOICE www.megapath.com advantages of hosted voice Hosted Voice, also known as Hosted VoIP, allows your business to make phone calls using the same

More information

Cisco Unified CallConnector for Microsoft Windows

Cisco Unified CallConnector for Microsoft Windows Cisco Unified CallConnector for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more

More information

Cloud Communications for the Enterprise. www.smoothstone.com

Cloud Communications for the Enterprise. www.smoothstone.com Cloud Communications for the Enterprise Agenda General Environment Overview Common Industry Trends Why The Cloud Approach Smoothstone Overview Platform/Technology Overview UCaaS Applications DRS Solutions

More information

Waiting for a compelling event?

Waiting for a compelling event? Waiting for a compelling event? Waiting for a compelling event to kick off bringing your telephone system into the 21st century is probably costing you money. Not many senior managers under-estimate the

More information

Unified Communications and Collaboration BT Ireland. A more detailed view of Unified Communications

Unified Communications and Collaboration BT Ireland. A more detailed view of Unified Communications Unified Communications and Collaboration BT Ireland A more detailed view of Unified Communications Contents Unified Communications Description The BT and Microsoft Unified Communications Proposition The

More information

DigiDial- VoIP SSMM Service Overview No Boundaries outside the box of traditional telephony P er ver OecioV

DigiDial- VoIP SSMM Service Overview     No Boundaries outside the box of traditional telephony      P er ver OecioV DigiDial-VoIP is a business-grade Voice over IP service that is hosted on DigiLink s IP network and provides a robust, low-cost enterprise voice solution, replacing costly PBX or Centrex service with the

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

World Enterprise Premises-based FMC Solutions Markets

World Enterprise Premises-based FMC Solutions Markets World Enterprise Premises-based FMC Solutions Markets Deploying Enterprise Mobility for a Competitive Advantage March 2011 Table of Contents Introduction Research Scope and Methodology Market Definitions

More information

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION IP Office SIMPLE, POWERFUL COMMUNICATIONS FOR YOUR ORGANiSATION IP Office: your communications your device Successful organisations are always looking for new ways to do more with less keeping business

More information

Kuepers Inc. Architects & Builders. Architecting Success Through Mitel s IP Telephony Platform integrated with Microsoft s Live Communications Server

Kuepers Inc. Architects & Builders. Architecting Success Through Mitel s IP Telephony Platform integrated with Microsoft s Live Communications Server Kuepers Inc. Architects & Builders Architecting Success Through Mitel s IP Telephony Platform integrated with Microsoft s Live Communications Server CASE STUDY Kuepers Inc. Architects & Builders Architecting

More information