To Reduce Operating Costs and Drive Up Productivity, SMBs ...
Yankee Group DecisionNoteSM Market Intelligence January 5, 2006
by Matthew Del Percio, Small and Medium Business Strategies Associate Analyst, firstname.lastname@example.org,
To Reduce Operating Costs and
Drive Up Productivity, SMBs
Must Rely on Trusted VoIP YANKEE
G R O U P
Vendors and Channel Partners
Decision Point: Accelerating VoIP Adoption in SMBs and Mid-Market Enterprises
The Bottom Line: SMBs should pick a premises-based VoIP vendor aligned with strong channel partners to provide pre- and post-
installation support. SMBs must also understand the ROI or TCO metrics behind implementing a VoIP solution.
Who Should Read: SMB founder, CEO, COO, CTO, VP of sales, VP of IT
Practice Leader: Steve Hilton, Director, email@example.com, 617-880-0241
Small and Medium Size Businesses Need to Identify All Cost-Saving and Productivity-
Enhancing Benefits in Their VoIP Evaluation
There are a number of reasons why VoIP has quickly
become the newest, most promising and most Exhibit 1.
dynamic voice communications technology within the Quantitative and Qualitative VoIP Benefits
telecommunications industry today. VoIP promises a
vast array of cost-saving and productivity-enhancing
benefits, ranging from reduced toll charges and it s Qua
network management expenses to advanced calling g Be ble
features and a more unified and flexible mobile nc More advanced, Decreased C
workforce (see Exhibit 1).
SMBs are testing the VoIP waters with limited or changes and
carefully planned implementations. However, a lot of features
uncertainty surrounds the emerging VoIP market, Reduced
including voice quality and service considerations, toll charges for
undefined total cost of ownership (TCO) and return information
intra- and inter-
on investment (ROI) metrics, a fragmented vendor services
distance and local
landscape and a rapidly evolving regulatory
environment. Although fewer than 10% of SMBs Advanced Elimination
currently use VoIP as their primary means of voice multimedia of third-party
communications, VoIP is gaining momentum as the conferencing and conference
telecom industry and the sales channel ecosystem collaboration bridging costs
expands their footprint with equipment and services tools
to support VoIP.
When SMBs assess VoIP solutions, they should
purchase from a vendor that can provide or assist
with an ROI or TCO model for its services. SMBs are Source: Yankee Group, 2006
very top- and bottom-line-oriented and therefore
value a quantitative selling approach to their business challenges. It’s important for SMBs to measure the different
cost-saving, productivity-enhancing and customer-service-improving benefits their organizations can obtain from
leveraging a specific vendor’s VoIP solution.
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retransmitted in whole or in part without the express permission of Yankee Group. All rights reserved. All opinions and estimates herein constitute our judgment
as of this date and are subject to change without notice. For more information, contact Yankee Group, 31 St. James Avenue, Boston, MA 02116.
Phone: (617) 956-5000. Fax: (617) 956-5005. E-mail: firstname.lastname@example.org.