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VoIP tender tips

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Effective methods for evaluating and selecting an enterprise VoIP solution

Effective methods for evaluating and selecting an enterprise VoIP solution

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    VoIP tender tips VoIP tender tips Presentation Transcript

    • Enterprise VoIP 2008 Forum Effective methods for evaluating and selecting an enterprise VoIP solution 23 September 2008 Richard Tucker [email_address] 07979 835 027
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • Agenda
      • VoIP requirements
      • Short listing potential suppliers
      • Tender documentation
      • Solution evaluation and selection
    • Independent consultancy providing telecommunications advice for medium to large business. VoIP projects include 10,000+ ends covering government, charities, medium and large enterprises.
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • Agenda
      • VoIP requirements:
      • Define the VoIP solutions options available to meet business drivers now and into the future.
      • Short listing potential suppliers
      • Tender documentation
      • Solution evaluation and selection
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Business driver examples (not the focus of this presentation):
      • Increase customer satisfaction through first call resolution
      • Increase staff collaboration through remote working
      • Replace end of life system
      • Deliver new office location system
      • Etc…
      • Understanding VoIP features key to knowing what is possible…
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Key considerations
      • VoIP user features
      • VoIP technology
      • Integration of VoIP to your existing IT environment
      • Availability – 99.999%
      • Redundancy – single points of failure, disaster recover
      • Capacity – maximum, concurrent use
      • Scalability - limits
      • System and user administration – operations, training, impact
      • Security – organisation specific
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Desktop client
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Mobile client
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Single number reach / Single voicemail
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Extension mobility and remote working
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Click to Dial
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP requirements User features – Unified Messaging
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • IT integration
      • Influenced by business requirements and existing environment including:
      • Call Control
      • Local Area and Wide Area Networks
      • Directory services
      • Email
      • Instant Messaging and Presence
      • Expansion to a new site, or of an existing site
    • Example roadmap - IT integration 1 2 3 UC element QTR3 08 QTR4 08 QTR1 09 QTR2 09 QTR3 09 IP Telephony Plan build CUCM6.1 maintain upgrade CUCM7.1 maintain IP Network Plan build QoS / PoE maintain maintain maintain Directory maintain Lotus/ Domino plan build Exchange 2007 maintain maintain Presence plan build Microsoft OCS maintain Messaging plan build Microsoft OCS maintain Mobile Telephony plan build plan build Blackberry Ent Server maintain Unified Messaging plan build Exchange 2007 maintain maintain
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • VoIP technology
      • Control protocols (SIP/ SIMPLE)
      • Signaling and media separation
      • Voice codec (G711, G729, RT Audio)
      • VoIP ready IP network (Quality of Service, Power over Ethernet)
      • Hardware versus Software implementations
      • … effects integration options and platform life
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Checklist
      • Document your business drivers
      • Understand the VoIP features required now/ future including priorities and document as your VoIP Solution Requirements
      • Have a technology roadmap that identifies support and constraints for your VoIP Solution Requirements
      • IP network readiness may drive an additional need to document the IP Network Solution requirements
      • Audit your existing environment (voice, data, cable, PC, comms rooms)
      • Have a budget … even if very high level
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Short listing potential suppliers:
      • Target the suppliers most likely to provide to your VoIP solution requirements
      • Tender documentation
      • Solution evaluation and selection
    • Effective methods for evaluating and selecting an enterprise VoIP solution Short listing VoIP suppliers Variety of vendor platforms Source: Gartner (August 2008)
    • Effective methods for evaluating and selecting an enterprise VoIP solution Short listing VoIP suppliers Variety of supplier partner levels
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • Short listing VoIP suppliers
      • Checklist
      • Supplier products breath aligned to technology roadmap
      • Supplier support across existing environment
      • Supplier integration skills suitable now/ in the future
      • Relevant experience references (may be an existing supplier)
      • Operational and support model aligned (Hosted/ premise, site staff …)
      • Geographic reach
      • Financial strength
      • Suppliers business aspirations
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Short listing potential suppliers
      • Tender documentation
      • Facilitate comparison between supplier responses. Provide yourself options to allow flexibility in the final solution.
      • Solution evaluation and selection
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP specific tender documentation
      • Checklist
      • Based on VoIP Solutions Requirements with references to Technology Roadmap and existing environment as required
      • Specify Voice quality (using Mean Opinion Score)
      • Specify and define VoIP software upgrades – what/ when/ how
      • Specify and define lifecycle change and release management
      • Specify integration requirement for call control, presence, 3 rd party applications (CTI, SIP, SIMPLE, CSTA)
      • Align Service Levels to service credits (initial delivery and ongoing)
      • Keep the tender prescriptive (use tables)
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP specific tender documentation A prescriptive tender aids comparison Failure condition Impact to business Immediate service unavailability Immediate service restrictions Lasting effects A single call processing server fails A single server directly supporting the call centre processing fails A single ISDN gateway fails A single voice recording server fails
    • Effective methods for evaluating and selecting an enterprise VoIP solution VoIP specific tender documentation A prescriptive tender aids comparison Failure condition Impact to business Immediate service unavailability Immediate service restrictions Lasting effects A single call processing server fails No affect No affect No affect A single server directly supporting the call centre processing fails Minimal affect – If the primary call centre server fails the “hot standby” server automatically resumes control Minimal – service will be affected for a few seconds during failover from the main server to the standby server None. When failed device becomes active it assumes control of contact centre services. A single ISDN gateway fails No affect for outbound traffic. Inbound calls redirected. No affect for outbound traffic. Inbound calls redirected. None. A single voice recording server fails Major affect. The solution only supports a single server. Major affect. The solution only supports a single server. Some. No calls will be recorded whilst server is down.
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • VoIP requirements
      • Short listing potential suppliers
      • Tender documentation
      • Solution evaluation and selection:
      • Determine the best solution to meet immediate and future business drivers
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • Key to solution evaluation
      • Checklist
      • Prescriptive tender should mean proposals are comparable
      • Conduct feature hands-on usability demonstrations with nominated senior user and support representatives
      • Complete customer reference site visits
      • Request example design documentation and system test plans
      • Evaluate against “hard” tender requirements and the above “soft” requirements
      • Effective methods for evaluating and selecting an enterprise VoIP solution
      • Final Solution
      • Meets business drivers
      • Consistent with technology roadmap
      • Within budget constraints
      • Provided by a carefully matched supplier
      • Compared against like industry solutions and suppliers
    • Independent consultancy providing telecommunications advice for medium to large business. Contact Richard Tucker [email_address] 07979 835 027