| Firstly, why do you WANT to go VoIP? Is there a valid | | | | forget it...and of course you need to consider how |
| reason .... or because it's the 'next technological step'? | | | | much bandwidth you will need, how many simultaneous |
| VoIP is great when deployed for the RIGHT reasons. | | | | calls are going between each of your locations (if site |
| Once you have established that you need it, and the | | | | to site) or over your LAN. This all of course effects |
| ROI has been proved (this is often overlooked), then | | | | the overall cost and quality of the voice call. |
| you need to go with a company who can: | | | | But how about when your network flakes. One too |
| 1. provide you with the right technological solution | | | | many times on a daily basis VoIP clients are screaming |
| 2. back this up with their support (that meets your | | | | lividly over their VoIP calls dropping, echo, one way |
| specific environment). | | | | audio .... you name it, they'll complain about it. Most of |
| The VOIP/UC space is highly competitive with clear | | | | the times (think high 90% of it), its due to your network |
| market segmentation between SMB, enterprise and | | | | providers. |
| service provider. All should speak to features, | | | | Companies have forgotten, or do not truly understand, |
| multi-channel communications integration and ROI. I'm | | | | how VoIP really works outside of "phone via networks |
| seeing real differentiation for those who can fully | | | | .... Cheap!" - to understand the potential pitfalls from |
| leverage the ROI across multiple use case scenarios | | | | VoIP. |
| and further integrate the platform into business | | | | So you have an internet connection, let's say a DS3 |
| processes. The latter has larger productivity impact | | | | through Level3 and your VoIP is passing over this |
| long term, and honestly better value assuming the ROI | | | | connection. They (Level3) decide they're going to |
| fundamentals are roughly the same across providers. | | | | de-peer again with Cogentco or some other NAP |
| The requirements usually vary depending on the | | | | (Network Access Provider). Guess what? Their new |
| implementation for the small business perspective but I | | | | routes might not be optimal and your calls can suffer. |
| think the top 4 most sought after factors for small | | | | Do you point to Level3 for your phone sounding |
| business are: | | | | horrible. Nope, you call your VoIP provider to complain. |
| 1) Quality Service - How about a SLA (Service Level | | | | But it's NOT their fault. |
| Agreement)? | | | | Other factors to consider in a solution for a small |
| 2) Great Support - Real people that I can understand | | | | business are: |
| and are helpful. | | | | 1. Ability to set an "after-hours" greeting or handler; |
| 3) Features - PBX features like or Packet8 Virtual | | | | 2. Ability to ring through to your cell phone during |
| Office | | | | certain hours or when you're enable that feature; |
| 4) Price - Competitive | | | | 3. Reliability; |
| Cost savings is generally the driving factor to switching | | | | 4. Call quality; |
| to VoIP, but you need to make sure the system can | | | | 5. Economy compared to a land-line; |
| grow with your business and the cost of that growth. | | | | 6. Fax services. |
| Additionally, support is a KEY point. It's too common for | | | | Also, don't forget the importance of QoS router/switch |
| a company to wait an average of 4 days before | | | | equipment on your network if you are running Voice |
| service requests are answered .... and they can only | | | | Data over the same net. |
| be submitted via a web form. This is not good when | | | | More important than the VoIP platform (which is what |
| your business is at a standstill, but it is often the one | | | | most folks think of as the solution) is having a |
| place where companies skimp to save money. | | | | top-drawer service provider to handle the |
| Companies covering multiple geographic areas most | | | | implementation and ongoing service/support. A bad |
| definitely need to take technical support into | | | | implementation of a good platform is much worse for |
| consideration. There is no problem finding an Avaya or | | | | any business than an outstanding implementation of a |
| Nortel tech to service a site as an example. I stongly | | | | lesser platform! |
| suggest avoiding small VoIP equipment manufacturers. | | | | Generally it's hard to answer this question when you |
| Additionally, small companies should work closely with | | | | have no idea of what the business is trying to |
| their network service provider to make sure of | | | | accomplish .... and whether any system in particular will |
| compatibility & optimal configurations. At a | | | | meet all or a subset of those requirements. Frankly, it |
| minimum a solid T1 circuit with a SLA must be required. | | | | varies depending on the requirements |
| Your bandwidth provider may also have discounts on | | | | You could break any of the major players into |
| the purchase and installation that they can bundle for a | | | | segments: Cisco targets Medium to large businesses .... |
| more cost effective package. | | | | while it's Linksys Division targets small businesses. |
| You need to ensure you have Quality of Service on | | | | While Avaya has systems that run through all of the |
| your network (a min of Layer 3 switches) - otherwise | | | | target groups (small, medium, large businesses). |