every cloud has a golden lining How to make money from the convergence of voice and data with cloud (or hosted) telephony SIP trunks and mobile VoIP

Transcription

1 every cloud has a golden lining How to make money from the convergence of voice and data with cloud (or hosted) telephony SIP trunks and mobile VoIP

2 cloud telephony IAN FISHWICK, Chief Executive, AdEPT Telecom plc: Foreword L the cloud Can we start by agreeing that the cloud is simply a way of delivering any software or hardware that was previously on site, from a central location? why now? The OFCOM report for 2010 showed that for the first time ever the number of ISDN30 channels in the UK fell. Until the arrival of SIP, ISDN30 has been a monopoly technology offering the only way to connect a large business site that wants to do many concurrent calls. ISDN30 channels fell from 3 million to 2.7 million a 10% drop in one year and all because of SIP trunks. This is a wake-up call for all of us in the Telecom industry: either join in or get left behind. the same thing is happening in hosted telephony In 2011, AdEPT Telecom plc won one of the largest Hosted (or cloud) telephony contracts ever placed from the largest electrical wholesalers in the UK, Rexel: a business with 400 sites. let s be honest we re in the industry because change is exciting Some days we d like an easy life and nothing to change, but to be honest most days we love the constant change in technology and understand that if we don t evolve we ll get left behind. At AdEPT we are trying to make change as easy as possible: the best products, best suppliers, best training, best pre and post-sales support and best migration and on-going customer service.

3 contents How to make more money selling cloud telephony : Cloud - the golden lining 1. Product Accreditation a. Training b. Product USP s c. Case studies d. Connectivity as well 2. Pre-Sale Support a. Lead Generation b. The National VoIP Demonstration Centre c. Assisted sales visits & solution design d. Proposal Templates e. Flexible contract terms f. Leasing options g. Support from AdEPT and BT 3. Post-Sale Support a. VoIP & Data Implementation team b. CPS/WLR to VoIP migration management c. Integrated billing 4. Commissions 5. Case Studies a. Sankeys 3 site - hosted b. RM Education 300 SIP trunks c. Rexel 400 site hosted and SIP

4 confident to sell How to make more money selling cloud telephony : 1. Product Accreditation a) Training In conjunction with BT Wholesale, we have built the National VoIP Demonstration Centre at our headquarters in Tunbridge Wells. This is the ideal place to provide hands-on training. At the end of the one-day course you will be given a certificate to show that you have been formally accredited to sell our VoIP for BUSINESS product range. b) Product USP s AdEPT provides: SIP and Hosted telephony inter-working on the same network, powered by BT, managed by a single web portal. We can provide solutions for any size of business from a home-worker to a head office using any type of telephone. VoIP Mobile Office allows you to make free ON-NET VoIP calls over WiFi from Android phones, ipads, iphones and PCs and laptops.

5 comprehensive How to make more money selling cloud telephony : 1. Product Accreditation cont d VoIP for BUSINESS is integrated with 12 of the most popular CRM systems so that you click a contact to make an outbound VoIP call and it will pop up the contact details for inbound calls if the incoming phone number is recognised. Don t underestimate the power of selling the BT brand and the fact that this is the Comms Business hosted telephony solution of the year c) Case Studies When technology is relatively new being able to show case studies is extremely important. Section 5 contains 3 very different case studies that demonstrate different benefits of the products and for completely different sizes of businesses. d) Connectivity as well We can supply every type of connectivity you ll ever need for VoIP. We ll help you to specify what is needed. If you want to buy it from us: great. If not you can source it yourself.

6 help at hand How to make more money selling cloud telephony : 2. Pre-Sale Support a) Lead Generation We often work with our partners on lead generation programmes. It is quite simple: the more successful you are at selling, the more we ll pay for lead generation to help you. b) National VoIP Demonstration Centre You can bring any potential customer and we ll happily show them the Demonstration Centre. Here we can do live demonstrations of 8 different ways of doing VoIP: 3 homeworker options,1 using a mobile phone app, 2 for smaller sites and 2 for large head office type sites. The Demonstration Centre covers both hosted telephony and SIP trunks. c) Assisted Sales Visits & Solution Design We have a specialist team whose job it is to work with you to turn a customers requirements into a workable solution. We will be delighted to visit the customer with you and listen to what they want before recommending the best way forward (which is sometimes different for each site). d) Proposal Templates If you find a relatively straightforward requirement then you can use our professional proposal templates. Just choose the quantity of each product you want and a professional looking proposal can be generated in a matter of minutes.

7 help at hand How to make more money selling cloud telephony : 2. Pre-Sale Support continued e) Flexible contract terms We offer contract terms that are very flexible. For example:- A customer signs a Master Service Agreement for a set contract term eg 3 years. Within that contract term a customer can cancel any product without incurring a penalty or early termination fee (so long as they don t terminate the entire contract). Many contracts are migrations from Carrier Pre Select (CPS) and line rental to a VoIP solution. There is no need with AdEPT to worry about contract end dates for line rental; you can migrate to VoIP at a time to suit you (if we already supply your lines). That is why we always recommend that CPS and line rental is transferred to AdEPT prior to commencing the VoIP migration. Once you are on our VoIP solution (hosted or SIP) you can change your requirements whenever you wish and we charge for services by the day. This is ideal for seasonal businesses who want to ramp up and down to suit themselves. f) Leasing Options AdEPT also offers a leasing agreement that allows a customer to avoid any upfront costs for IP Phones, gateways or installation charges if so desired. g) Support from AdEPT and BT The AdEPT team (up to and including the Chief Executive) are happy to meet customers with you. If you find a very large opportunity then we may also present alongside BT Wholesale to make it clear the level support we get from BT.

8 experience How to make more money selling cloud telephony : 3. Post-Sale Support a) VoIP and Data Implementation Team AdEPT has a specialist VoIP and Data Implementation team. Our experience in transferring some very large customers over to VoIP (hosted telephony and SIP trunks) is invaluable. These are complex products and the process of porting numbers into VoIP in particular, requires very detailed knowledge. We don t believe in being overreliant on any one individual: that is why we have a dedicated team who have been trained by BT Wholesale and have the experience of working on a variety of implementations. You can rely on us. b) CPS/WLR to VoIP migration management It is extremely rare that a large customer will decide to suddenly move all of its sites to VoIP. What normally happens is that there is a trial at a few sites and then a gradual roll-out programme. That is why AdEPT s ability to provide both conventional CPS/WLR as well as VoIP is so valuable. We can manage the entire estate regardless of what technology is used for telephony. AdEPT is one of the UK s largest suppliers of calls and lines to businesses with customers spending anything from 50 to over 50,000 per month. A pure VoIP supplier will have great difficulties handling a large scale migration if they cannot provide conventional CPS calls and WLR lines as well as VoIP. c) Integrated billing AdEPT can bill conventional CPS calls and line rental on the same bill as VoIP (hosted telephony and SIP trunks). If a customer is gradually migrating to VoIP they do not want 2 separate bills. They want one bill regardless of the technology used to deliver the service. Even more so if the customer has detailed cost centre analysis or has management reports to show details of call spend.

9 How to make more money selling cloud telephony : 4. Commission Schemes call Up-front money and on-going revenue share Perhaps not surprisingly we are not going to put all of our Commission Schemes into a document that our competitors can potentially download from our website. Please give us a ring on and we ll take you through the detail. In overview, we offer:- UP-FRONT MONEY o You can do the installations if you wish and keep 100% of that revenue. o Alternatively if you do not have trained field engineers then we can provide that service for you. o Margin share on any equipment sold ie IP Phones, gateways, Analogue Terminal Adaptors etc. o Connection bonuses ON-GOING REVENUE o On-going revenue share on all items billed on a monthly basis to the customer. We have tested this scheme with several suppliers of conventional telephone systems and they all agree that is possible to make more money from selling a cloud or hosted telephony solution than from selling a physical one.

10 3 site hosted Solutions for expanding businesses : L 5.1 Case Study - Sankey s the challenge Sankey s is a famous seafood restaurant in Tunbridge Wells that also has a fast growing seafood wholesaler serving 100+ local restaurants and hotels. The original fishmonger s shop is now too small to receive the huge quantities of fish being received from Billingsgate and the Coast each day so a properly refridgerated industrial unit was required. The only one available was in Wadhurst 5 miles away, but Wadhurst phone numbers start with and the Tunbridge Wells fishmonger s with The number is known to all of Sankey s customers. the solution VoIP GIVES YOU PHONE NUMBERS FROM ANYWHERE IN THE UK AdEPT Telecom gave the Wadhurst site a Tunbridge Wells phone number because VoIP for BUSINESS allows you to have a phone number from anywhere in the UK and answer it wherever you want. Customers therefore carried on using the numbers they know well, even though the industrial site was now out of town. FREE INTER-SITE CALLS Sankey s has 3 sites: the seafood restaurant/head office, the fishmonger s shop and the refridgerated industrial unit. Calls between sites are free for VoIP for BUSINESS customers. In the first month they made well over 1,000 free calls between the 3 sites as they passed seafood orders and delivery details back and forward between them.

11 3 site hosted Solutions for expanding businesses : 5.1 Case Study - Sankey s cont SIMULTANEOUS RINGING VoIP for BUSINESS was set up to simultaneously ring on several numbers at once, so people can ensure they never lose an order even when the sales number is busy. what equipment do you need? A DATA CONNECTION A data connection on-site: the number of phones you can use depends upon the size of the data connection you order. 3 OPTIONS: A VoIP Adaptor plug the adaptor into your router. The VoIP adaptor was used by Sankey s to plug in conventional DECT phones so that they could be used anywhere on site. An IP Phone simply plug it into the router and off you go. A PC or Laptop simply download our Softphone and your PC or Laptop becomes a VoIP phone. VoIP for BUSINESS is powered by

12 300 SIP trunks Solutions for expanding businesses : 5.2 Case Study RM Education the challenge RM Education is a global company, focused on supporting teachers to teach and learners to learn. RM provides innovative products from classroom resources, through school technologies to systems for marking exams and delivering school performance data. RM has a very large UK call centre with 300 channels of ISDN30. This call centre is their main point of contact with their customers (primarily schools and colleges) in the UK. RM has deployed a new Wide Area Network in the UK and upgraded their telephone system to Avaya Aura. They wanted to use their WAN for VoIP and thus reduce their ISDN30 costs. the solution A BIG PROJECT WITH MANY CHALLENGES There are very few call centres in the UK big enough to have 300 ISDN30 channels. There are even fewer that want to migrate them all to SIP. The project offered several key challenges:- 300 SIP trunks to replace ISDN 30 channels 1700 DDI numbers to be ported into VoIP Inter-operability testing was required with the relatively new Avaya Aura telephone system BT had never before agreed to allow a customer to connect directly into their IP Voice Services network. Once connected to BT, the RM network needed to be protected against fraudulent access

13 300 SIP trunks Solutions for expanding businesses : 5.2 Case Study RM Education 300 SIP TRUNKS AND 1,700 DDI s The 300 SIP trunks were transferred from ISDN30 in phases with a careful project plan to port DDI s at the right time. The DDI porting process takes longer than the set-up of SIP trunks. INTER-OPERABILITY TESTING WITH AVAYA AURA It is absolutely critical to complete interoperability testing with the specific type of PBX telephone system being used. You cannot simply plug-in a SIP trunk to a telephone system and expect it to work. BT completed rigorous testing in their laboratories, before any SIP trunks were provisioned. We have now completed interoperability testing with almost all of the major telephone systems in the UK ask us for the complete list. CONNECTING RM S DATA NETWORK DIRECTLY TO BT S NETWORK AdEPT Telecom designed a solution that enabled RM and BT to connect directly at 2 data centres in London. This also involved deploying carrier-grade Session Border Controllers to ensure that RM s network was secure from potential fraudulent access. AdEPT s solution was the first time that BT had ever allowed a customer to connect directly to their IP Voice Services network. the end result? RM reduced their telecom costs by a saving over over 3 years

14 400 sites SIP & hosted Solutions for nationwide businesses : 5.3 Case Study Rexel the challenge Rexel is the UK market leader in wholesale electrical distribution. They have 400 sites across the UK under 4 different brand names. By moving to VoIP for BUSINESS they wanted to:- reduce their costs improve their ability to open and shut branches and still keep heavily advertised phone numbers have a standard solution on each site get rid of the need to maintain and update 32 different types of PBX. the solution A BIG PROJECT WITH MANY CHALLENGES This is one of the UK s largest ever migrations to VoIP. The project offered several key challenges:- A single solution that allowed for SIP at larger sites and Hosted telephony at the smaller branches On one network provided by BT Wholesale All managed by a single web portal Porting of up to 8,000 phone numbers into VoIP 360 SIP TRUNKS About 30 of the sites used SIP trunks. None of these sites had approved IP-PBX s so each site was fitted with a Samsung gateway. Some of the existing PBX s needed to have SIP cards installed to make them SIP-capable.

15 400 sites SIP & hosted Solutions for nationwide businesses : 5.3 Case Study Rexel THOUSANDS OF HOSTED LICENCES The other 370 sites were supplied with hosted telephony and thousands of hosted licences were required. A HUGE LOGISTICAL EXERCISE Managing a 400 site migration is a huge logistical exercise that needs very careful project management. Not only do you have to port the phone numbers into VoIP and arrange for all of the new equipment to be delivered and installed; you also have to ensure that all CAT5 cabling and sockets on-site are fit for purpose and in the correct place. SPECIALIST VoIP IMPLEMENTATION TEAM Our specialist VoIP implementation team will take months to complete this migration. the end result? Rexel reduced their telecom costs by a saving of almost per year VoIP for BUSINESS is powered by