Breaking up with your Landline Unified Communications: VoIP Phone Systems. MTUG Conference May service. proactive. value

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1 service proactive Breaking up with your Landline Unified Communications: VoIP Phone Systems value MTUG Conference May 2014

2 WELCOME!!! Ricoh Team: Dave McLaughlin, Solution Consultant, Ricoh USA Todd Milbrand, Northeast Channel Manager, Fonality Donna Dubinsky, Executive Director of Technology, Hyde School

3 Agenda Customer Demand is Changing What is Voice over IP (VoIP)? Trends in Unified Communications Types of VoIP Features and Benefits of VoIP Customer Case Study / Q&A

4 Customers Have Changed the Rules of The Game 2X 56% 1/3 2 out of 3 18 FAST COMPLAINERS EXPECT UNIQUE INSTANT AVAILABILITY LOWER TOLERANCE WANT ANSWERS In 2010, Customers were 2.5 x faster to complain 46% of customers expect a treatment that shows they are valued With IPAD, Smartphones, 1/3 customers now expect instant response 2 out of 3 consumers will leave a brand if unhappy at the first bad experience Customers spend an avg. 18 min. on your web site, online and in social networks, before they call you

5 The SMB Productivity Drain Unified Communications can dramatically improve productivity of SMB knowledge workers Being a Knowledge Worker 15% Trying to contact customers, partners or colleagues Trying to contact customers, pa or colleagues Trying to find key business infor 50% Knowledge Workers lose up to one-half day due to ineffective communications 6% 7% Dealing with unwanted communications 14% 8% Scheduling meetings Trying to find key business information Duplicating communications wit multiple channels ( , phone Attempting to schedule meeting with other people within our organization Duplicating communication efforts Dealing with unwanted communications (SPAM, calls y wanted to avoid, etc.) Being a Knowledge Worker SOURCE: Webtorials.com/Fonality, January 2011 SMB Communications Trends About Fonality

6 Convergence is Voice and data networking Web, , instant messaging, phone, and cell all working together Audio, video and data conferencing Voic , Instant Messaging and Find Me-Follow Me Location aware and presence aware Secure and accessible communications High performance and lower costs Higher productivity and stronger customer interactions Opportunity to change the way your employees and your customers collaborate

7 What is Voice over IP (VoIP)? Known by many names: Voice Over Internet Protocol IP Telephony IP PBX IP Centrex IP Soft switches The delivery of voice services using Internet Protocol (IP) Internet Protocol (IP) is the method by which data is sent from one location to another over a data network Local Area Networks (LAN) Wide-Area Networks (WAN) The Internet The growth in VoIP services, as shown in Infonetics VoIP and UC Services and Subscribers report, is a reflection of enterprises looking to decrease spending by using more cost effective IP alternatives Infonetics Research How Companies Are Changing Their Voice Communication Spending in 2009: End-User Survey, June 2009

8 Business Advantages: Employees use a single interface to manage their , voice mail and faxes, lowering costs while increasing productivity: software enables users to dial a telephone number from a computer increasing employee productivity by saving time to connect IP Phones conect to LANs reducing the complexity and cost of cabling IP telephones draw power right from the user s desktop reducing power requirements and associated costs More efficient by supporting web applications -like IDs for contacts that are easier to remember than names or phone numbers

9 Trends Landlines shrinking means VoIP growth TechNavio reports regarding fixed VoIP services in the United States says between 2012 and 2016 the market will grow at a rate of about % per year. According to a recent report from Infonetics, the global VoIP and IMS equipment market already has seen gains close to 15% in North America and as high as 34 percent growth in Latin America.

10 About half of US companies say new competition is their biggest threat more so than market consolidation or discount pricing. Companies looking at VoIP will likely need to aggressively move toward these solutions to be sure they are gaining a competitive edge over other organizations. The report also showed that 72 percent of respondents believe the adoption and migration to VoIP solutions is inevitable.

11 This represents the blurring of lines between wireless carriers and VoIP services. 70 percent cited the death of old-school telephone service as the third most disruptive factor in business. Companies will likely need to adopt some of the characteristics of IP telephony and other digital voice companies to stay relevant. Studies have shown that, compared to using a PSTN line, using VoIP can potentially save up to 40 % on local calls, up to 90 % on international calls.

12 Why Voice-over-Internet Protocol? Voice-over-Internet Protocol (VoIP) has become the industry standard for business telecommunications. Offers more efficiency, savings and improved performance than traditional analog systems through business processes. Integrates voice communications with your existing data network, eliminating the need for separate public switched telephone (PSTN) hardware and wiring. Converges voice with your data network commanding fewer resources, resulting in lower overhead and providing enhanced features.

13 Types of Phone Systems Hybrid-Hosted Combines strengths of On- Premise and Hosted solutions Redundancy of On-Premise system Lower Capital Expenditure Cost than On-Premise system Moves, Adds & Changes (MACs): Self-service via web portal FOR INTERNAL USE ONLY - DO NOT DISTRIBUTE OUTSIDE OF RICOH 12

14 Types of Phone Systems Hosted Hosted PBX Low Capital Expenditure Cost Moves, Adds & Changes (MACs) FOR INTERNAL USE ONLY - DO NOT DISTRIBUTE OUTSIDE OF RICOH 13

15 Phone Lines POTS (Plain Old Telephone Service) or PSTN (1:1) T1/PRI (Digital) (1:24) SIP Trunk (Internet) (1:1,000,000+) 14

16 VoIP Features Entire IP Telephony Suite Collaboration/business application integration, on a single system Highly Scalable Solution can easily grow with your company and your needs. Highly Survivable IP telephony solution you and your business can depend on. Multi-site Connectivity via the Data Network Eliminates intra-site long distance charges and simplifies administration of your telecommunications infrastructure Affordable, Enterprise-Class Phone System Features Features like find-me-follow-me, hunt groups and intelligent forwarding promote employee productivity, inside the office and remotely, increase the ability to respond to customers quickly. Open Architecture and Support for Industry Standards Reduces the cost of voice/data integration and eliminates the risk of vendor lock-in. Web Conferencing Integration Pre-schedule conference calls using Same time contact list

17 Bringing Unified Communications to Growing Businesses.

18 VoIP Benefit Summary Keep up with current technology Expandable and may come with little or no cost Protect the existing investment Scalability Manage more effectively Increase portability Converge personnel Run productivity applications Increase bandwidth utilization Reduce costs

19 BACKGROUND CHALLENGE SOLUTION RESULT Hyde School is a private boarding school grades 9-12 and has two campuses in ME and CT. Phone system was antiquated and administration offices were being moved. Board of Directors asked for recommendations from new IT Director from multiple vendors. Phone system was antiquated and administration offices were being moved. Board of Directors asked for recommendations from new IT Director from multiple We proposed an entire new phone fleet for both campuses along with Fonality s HUD Team feature which was unlike anything she had seen. HUD, coupled with a price point lower than other vendors, was enough for her to consider adding us to the recommended solutions. Once we connected her with references and established Fonality as a solid product backed by Ricoh s service she moved us to the first recommended slot to the Board of Directors Board of Directors unfamiliar with Fonality and asked for more references and background which we provided including info on two major sports franchises that were Fonality customers. Board selected Fonality over other established vendors and we implemented phone system in both campuses.

20 Q&A