| New technologies such as IP Telephony don't just | | | | previously, it could make sense to make it a part of |
| replace previous ones but allow much greater | | | | your total insurance and risk management for your |
| functionality, increased productivity, enhanced customer | | | | business. |
| service and lower costs than prior technologies. Here | | | | - Using one cabling infrastructure to carry both data |
| are just a few ideas for you to ponder. | | | | and voice traffic instead of separate cabling |
| - Enhanced contact center (call center) | | | | infrastructure for each. This can have significant cost |
| responsiveness to customer needs. Lowered costs | | | | savings especially if you are moving your office or |
| through IP Telephony makes it economical to use | | | | setting up a new office. In either of these situations |
| multiple call centers for time zone coverage, lower | | | | you will have a substantial cost savings by only having |
| labor market costs, and even overseas call centers | | | | to install your network cabling and not having to install a |
| for small and medium sized businesses. I know the | | | | separate cabling system for your phone system. |
| mention of overseas (in respect to the U.S.) labor may | | | | - Simplified system administration through a GUI |
| not be what some people want to hear but the reality | | | | (graphical user interface). You can make changes to |
| is that large corporations have been using overseas | | | | your system that previously required your telephone |
| labor for call centers, manufacturing, and technical skills | | | | equipment vendor to make the changes. Therefore, |
| for decades. Now, what was once only economical | | | | you can significantly reduce your maintenance costs. |
| for large corporations is also economical for small and | | | | - Easier moves of telephone sets. When moving from |
| medium sized businesses. IP Telephony levels the | | | | one location in your building to another, it previously |
| playing field of business competitiveness. | | | | required re-programming the telephone switch and |
| - "Contact center" is the replacement term for what | | | | physically changing some wires in the "telephone |
| used to be "call center." Why? Is it really necesary to | | | | closet." With IP Telephony as you pack up your desk |
| change the terminology? Of course, I think the answer | | | | supplies and plants, you also grab your telephone. In |
| is unequivocally "yes" or I wouldn't mention it. A Call | | | | your new location, you simply plug the telephone into |
| Center was appropriately named because all it did | | | | the Ethernet connection in the wall and then connect |
| was take phone calls. Now a Contact Center using IP | | | | your computer to a jack in the phone that acts as a |
| Telephony can take phone calls, fax messages, e-mail, | | | | bypass for your data. All your personal settings move |
| web text chat, web voice calls, and even web video | | | | with you. Costs for moves are dramatically reduced. |
| calls, all at the same time, in the same queues for the | | | | - Software upgrades are much easier and can be |
| contact center agents. Isn't the point of "customer | | | | performed by you instead of paying the telephone |
| service" to make it easy for the customer to contact | | | | equipment vendor to do them. |
| you? What's better than letting the customer choose | | | | There are many more benefits to IP Telephony. This |
| the means of contact? Now it's possible and | | | | brief overview should be enough to peak your interest |
| affordable. | | | | to continue your investigation. You don't need to make |
| - Disaster recovery and power outage backup for | | | | a total swap out of your current phone system. It is |
| business continuity. Redundant phone systems with | | | | possible to gradually introduce an IP Telephone |
| automatic failover over dispersed locations is now | | | | System into your organization and interface it to |
| economical. With the traditional phone system | | | | legacy systems. |
| technologies it used to cost 70% - 100% of the original | | | | Don't just improve the way you currently do business! |
| system cost to get redundant systems. In addition, the | | | | Explore the strategic business applications and |
| carrier services to make it happen were also costly. | | | | implications of IP Telephony. New technologies such as |
| Now it's possible to get redundant systems for just | | | | IP Telephony don't just replace previous ones but allow |
| 10% - 30% of the original system cost. Additionally, the | | | | much greater functionality, increased productivity, |
| carrier services are also less expensive than | | | | enhanced customer service and lower costs than prior |
| previously. Business continuity planning is just like any | | | | technologies. |
| other "insurance" you obtain for your business. All | | | | Expand the possibilities of conducting your business in |
| insurance is a trade-off between the cost of the | | | | ways you never thought possible. All major phone |
| insurance and the coverage level you obtain. At some | | | | system manufacturers are investing their research and |
| point paying too much doesn't reap enough extra | | | | development dollars into development of their IP Phone |
| benefit to warrant the extra cost. On the other hand, | | | | Systems. Thousands of companies have already |
| paying too little and not obtaining meaningful coverage | | | | converted to it. There must be a reason or two or |
| doesn't make sense either. With the costs for obtaining | | | | twenty. |
| business continuity so dramatically lower than | | | | |