October 10 13 2006 San Diego Convention Center
October 10 -13, 2006 • San Diego Convention Center, San Diego California Making the Case for Hosted IP-PBX It’s the economy…and it’s not stupid Walter Snell CEO www. itexpo. com
What is a Hosted PBX? October 10 -13, 2006 • San Diego Convention Center, San Diego California • Misconception – A PBX sitting in a data center • Reality – – – – Virtualized PBX (one platform for many) Web based Admin interfaces User dashboards Qo. S management tools New provisioning methods Complete telecom services Unified Communications www. itexpo. com
Example Architecture October 10 -13, 2006 • San Diego Convention Center, San Diego California Key Concepts • Redundancy • Qo. S Management • Data Security www. itexpo. com
SMB is the Market October 10 -13, 2006 • San Diego Convention Center, San Diego California • SMBs invest where challenges dictate – Many PBX and key systems are near retirement – Cost is the number one consideration – Lack of IT resources restricts advanced premise solutions – “Best of Breed” is traded for “Ease of Use” – Ideal for the 10 -50 size business – According to Yankee over 30% of 2 million SMBs are in the market for hosted Vo. IP (aka the unfortunate 2 million) www. itexpo. com
Resource/Commitment October 10 -13, 2006 • San Diego Convention Center, San Diego California • Less Onsite IT Costs • Easier to Deploy/Change Services • Low Capital Investment www. itexpo. com Reference: Yankee Group SMB State of the Market Report
Hosted PBX Adoption Rates October 10 -13, 2006 • San Diego Convention Center, San Diego California SMBs adopt rapidly when the needs are highest and the solution is clear – Hosted PBX is nearing that inflection point Reference: Yankee Group SMB State of the Market Report www. itexpo. com Only 20, 000 business use Hosted PBX today Out of 2. 4 million
Benefit #1 - ROI October 10 -13, 2006 • San Diego Convention Center, San Diego California • Cost Comparison for 50 person business Premise Hosted Startup Cost 50 phones Setup Qo. S Router i. Q Manage Labor $ 12, 500 ($250 per phone) $ 1, 500 (30 per user) $ 1, 000 (Router) $ 1, 000 (Qo. S Mgmt) $ 2, 000 (20 hours @ 100 hour) $18, 000 ($350 per phone) $50, 000 (Cisco Call Manager Express) $ 3, 000 (Network Assessment) $ 8, 000 (80 hours @ $100 hour) $79, 000 Monthly Operations Cost 30 Employees 25, 000 Vo. IP minutes 24/7 Support IT On Site Software Maint. T 1 Service 50 phones IP-PBX Assessment Labor $ 1, 250 mo. $ 625 mo. $ 0 $ 0 $ 450 mo. $ 2, 325 mo. 30 Employees 25, 000 minutes 24/7 Support IT On Site Software Maint. PRI Service $ $ $ 0 1, 250 mo. (. 05 average) n/a 500 mo. (consulting fees) 1000 mo. (15% annualized) 450 mo. $ 3, 200 mo. www. itexpo. com
Benefits #2 - Freedom October 10 -13, 2006 • San Diego Convention Center, San Diego California • Work Anywere – – Local and remote users No WAN congestion problem that IP-PBX suffers Mobile users – softphone, cellphone, etc. Home users – completely connected • On-net Extension Calling – Dial an extension whether its in San Diego or Japan – No cost calling www. itexpo. com
Benefit #3 – Self Control October 10 -13, 2006 • San Diego Convention Center, San Diego California • MACD – Self manage Moves, Adds, Changes, Deletes (MACD) – No Consultants needed • Add new numbers – Order new phone numbers online – Local, US, even international numbers • Order new services – No truck rolls – provision instantly – E. g. email-fax, video, collaboration, ACD www. itexpo. com
Challenge #1 - Quality October 10 -13, 2006 • San Diego Convention Center, San Diego California • Quality is number one concern – If it doesn’t sound good, then it’s not good enough – It must never drop calls or jitter • Reasons – Overloaded LAN – can’t handle Vo. IP – Poor ISP service provider network • Solutions – Qo. S Managemenet Tools – Managed WAN circuits (for 20 or more users) www. itexpo. com
Challenge #2 - Reliability October 10 -13, 2006 • San Diego Convention Center, San Diego California • It has to work all the time – Premise equipment aims for 99. 999% – Not there yet for hosted but close 99. 99% • Reasons – Network Outages – Power Outages • Solutions – Routing Masks (inbounds move to cell, legacy) – Local failover to PSTN in critical business apps – POE (power over ethernet) + battery backup www. itexpo. com
Hosted PBX Power Tools October 10 -13, 2006 • San Diego Convention Center, San Diego California Telephony Hosted PBX Video Conferencing Multimedia Communications Video/Web Conferencing Unified Messaging Enterprise IM Services Mobile Communications Unified Communications Architecture Collaboration Unified Messaging Predictive Dialing Workflow API Easy to add new features as businesses move up the technology value chain www. itexpo. com
Power Tool Example – Predictive Dialing October 10 -13, 2006 • San Diego Convention Center, San Diego California Smartcast Node Location: 2 Sales Team with Salesforce and Worksmart 1 Upload call data to Smartcaster 2 Smartcast begins predictive calling Send live callers Outbound dials 3 b 1 3 a Leaves voicemail on no answer Upload data 3 b Pops live called party to agent screen 3 c Routes live calls to sales agent 4 3 a Starts/Stops based on Agent Activity Pop SF Record Sales Team Location: Anywhere Size: 1 to 100 Save up to $2000 per month per sales person in labor costs Salesforce Data Center www. itexpo. com Location:
Recap October 10 -13, 2006 • San Diego Convention Center, San Diego California • Hosted PBX services are ideal for SMBs • Low CAPEX and OPEX are the primary drivers • Flexibility, mobility, and ease of use are other major advantages • Challenges are Qo. S and reliability • Enhanced features enable businesses to reduce costs much further • Hosted PBX is near the inflection point www. itexpo. com
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