Download and it`s not stupid

Making the Case for Hosted IP-PBX
It’s the economy…and it’s not stupid
Walter Snell
www.itexpo.com
What is a Hosted PBX?
• Misconception
– A PBX sitting in a data center
– Vonage or Skype
– A inbound virtual PBX (e.g. Angel.com)
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What is a Hosted PBX?
• Reality – it’s software
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–
–
–
–
–
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One virtual platform for many companies
Web based administration
User dashboards
QoS management service
New provisioning methods
Complete telecom services
New features/unified communications
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Example Architecture
Key Concepts
• Hardware Redundancy
•Network Redundancy
• QoS Management
• Data Security
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Hosted PBX is for the SMB Market
• 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 10-100 size business
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Resource/Commitment
According to Yankee over 30% of 2 million SMBs are in the
market for hosted VoIP (aka the unfortunate 2 million)
• Less Onsite IT Costs
• Easier to Deploy/Change Services
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• Low Capital Investment
Reference: Yankee Group SMB
State of the Market Report
Hosted PBX Adoption Rates
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
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Only 30,000 business use Hosted PBX today
Out of 2.4 million
Benefit #1 - ROI
• Cost Comparison for 50 person business
Premise
Hosted
Startup Cost
Startup Cost
50 phones
Setup
QoS Router
iQ Manage
Labor
$ 12,500 ($250 per phone)
$ 1,500 (30 per user)
$ 1,000 (Router)
$ 1,000 (QoS Mgmt)
$ 2,000 (20 hours @ 100 hour)
$18,000
$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
Monthly Operations Cost
30 Employees
25,000 VoIP minutes
24/7 Support
IT On Site
Software Maint.
T1 Service
50 phones
IP-PBX
Assessment
Labor
$ 1,250 mo.
$ 625 mo.
$ 0
$ 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.
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Benefits #2 - Freedom
• Work Anywhere
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Local and remote users
No WAN congestion problem that IP-PBX suffers
Mobile users – soft phone, cell phone, etc.
Home users – completely connected
• On-net Extension Calling
– Dial an extension whether its in San Diego or
Japan
– No cost calling
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Benefit #3 – Self Control
• 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
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Challenge #1 - Quality
• 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 VoIP
– Poor ISP service provider network
• Solutions
– QoS Management Tools
– Managed WAN circuits (MPLS-DSL, dedicated T1)
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Challenge #2 - Reliability
• It has to work all the time
– Premise equipment aims for 99.999%
– Not there yet for hosted but close 99.99%
• Reasons
– Network and Power Outages
– Software/Hardware Problems
• Solutions
– Routing Masks (inbounds move to cell, legacy)
– Local failover to PSTN in critical business apps
– POE (power over ethernet) + battery backup
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Hosted PBX to UCX
(unified communications exchange)
Telephony
Hosted PBX
Video
Conferencing
Multimedia
Communications
Video/Web
Conferencing
Unified
Messaging
Enterprise
IM Services
Mobile
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
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Enhanced VoIP Example – Hosted
Auto Dialing
2
Send live callers
1
Upload call data to Hosted PBX
2
Smartcast begins predictive calling
Outbound dials
3b
1
3a Leaves voicemail on no answer
Upload data
3b Pops live called party to agent screen
3c Routes live calls to sales agent
4
3a
Starts/Stops based on Agent Activity
Pop SF Record
Sales Team
Location: Anywhere
Size: 1 to 100
Salesforce Data Center
Save up to $2000 per month per
sales person in labor costs
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Location:
Review
• Hosted PBX services are ideal for SMBs
• Low CAPEX and OPEX are primary drivers
• Flexibility, mobility, and ease of use are other
advantages
• Challenges are QoS and reliability
• Enhanced features enable businesses to
reduce costs much further
• Hosted PBX is nearing the inflection point
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