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Using Voip Telephony To Enhance Your Business


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Octavia's CEO GIles Sirett gave a presentation at a SME expo on the potential of an Octavia Office phone system

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Using Voip Telephony To Enhance Your Business

  1. 1. Using VOIP telephony to enhance your business Giles Sirett CEO, Octavia IT Services
  2. 2. So, who am I? <ul><li>CEO of IT Management & Support company </li></ul><ul><li>Run the IT & telephony for over 200 organisations </li></ul><ul><li>I am IT Director for many organisations (including many SME’s) </li></ul><ul><li>Always having to select the best technology for our customers..... </li></ul>
  3. 3. Setting the scene -The perception of an SME <ul><li>For Small Businesses, perception is key </li></ul><ul><li>Primary interaction through website, stationary, etc BUT... </li></ul><ul><ul><li>telephone remains primary route into many organisations </li></ul></ul><ul><ul><li>The initial experience they get will affect their perception </li></ul></ul><ul><ul><li>To create a good perception </li></ul></ul><ul><ul><ul><li>Well answered calls </li></ul></ul></ul><ul><ul><ul><li>Being dealt with in a timely fashion </li></ul></ul></ul><ul><ul><ul><li>Speaking to the right person </li></ul></ul></ul><ul><ul><ul><li>Leaving messages </li></ul></ul></ul>
  4. 4. Setting the scene - The role of a PBX <ul><li>Essential </li></ul><ul><ul><li>Handle inbound calls </li></ul></ul><ul><ul><li>Allows users to have extensions </li></ul></ul><ul><ul><li>Internal calls </li></ul></ul><ul><ul><li>Transfer of calls </li></ul></ul><ul><li>Desirable (but becoming essential) </li></ul><ul><ul><li>Unified Voicemail </li></ul></ul><ul><ul><li>Unified fax (to/from desktop) </li></ul></ul><ul><ul><li>Full remote working </li></ul></ul><ul><ul><li>Call attendants </li></ul></ul><ul><ul><li>Conferencing </li></ul></ul><ul><ul><li>Integration with other systems (Outlook, CRM, etc) </li></ul></ul><ul><ul><li>Tele-presence </li></ul></ul>
  5. 5. What is VoIP? <ul><li>VoIP is NOT Skype! (but Skype does use VoIP) </li></ul><ul><li>VoIP = Voice over IP = “sending of voice over an IP network” </li></ul><ul><li>Replaces traditional PSTN (which is “circuit based”) </li></ul><ul><ul><li>Pay per circuit (line) </li></ul></ul><ul><ul><li>Call charges from PSTN </li></ul></ul><ul><ul><li>Circuits are for fixed locations </li></ul></ul><ul><li>VoIP </li></ul><ul><ul><li>No concept of circuits, data is packet switched = no charges for circuits </li></ul></ul><ul><ul><li>Pure VoIP calls are not charged </li></ul></ul><ul><ul><li>Use of “SIP Trunk” to connect in to PSTN </li></ul></ul><ul><ul><li>Geographic independence </li></ul></ul>
  6. 6. Why VoIP? <ul><ul><li>The benefits of VoIP </li></ul></ul><ul><ul><ul><li>Cost, cost, cost </li></ul></ul></ul><ul><ul><ul><li>Scalable </li></ul></ul></ul><ul><ul><ul><li>Portable </li></ul></ul></ul><ul><ul><ul><li>Productivity </li></ul></ul></ul><ul><ul><ul><li>Business Continuity </li></ul></ul></ul><ul><ul><li>VoIP in use: </li></ul></ul><ul><ul><ul><li>Used for international trunking & most corporate phone systems </li></ul></ul></ul><ul><ul><ul><li>Over half of UK (500+) businesses now use IP Telephony (58.8%) 1 </li></ul></ul></ul><ul><ul><ul><li>An additional 27.2% of UK businesses are expected to implement VoIP solutions in the next three years 1 </li></ul></ul></ul><ul><ul><ul><li>VoIP solutions now account for more than 24 per cent of all fixed-line telephone subscriptions in Europe 2 </li></ul></ul></ul><ul><ul><ul><li>VoIP is expected to grow , reaching 74% of all businesses by 2012 3 </li></ul></ul></ul>Sources: 1) Dell’Oro Group 2) TeleGeography 3) Instat
  7. 7. How a business can tap in to VoIP <ul><li>Use free online services (Skype, etc) </li></ul><ul><ul><li>Free </li></ul></ul><ul><ul><li>Not “business grade” </li></ul></ul><ul><ul><li>Bad perception </li></ul></ul><ul><li>Use subscription based services </li></ul><ul><ul><li>Initially cheap </li></ul></ul><ul><ul><li>Can be business grade (if properly considered – but often not) </li></ul></ul><ul><ul><li>Quickly gets expensive </li></ul></ul><ul><li>Implement a VoIP PBX </li></ul><ul><ul><li>Business grade </li></ul></ul><ul><ul><li>Scalable </li></ul></ul><ul><ul><li>Configurable </li></ul></ul><ul><ul><li>Traditionally expensive....... </li></ul></ul>
  8. 8. How a business can tap in to VoIP <ul><li>Use free online services (Skype, etc) </li></ul><ul><li>Use subscription based services </li></ul><ul><li>Implement a VoIP PBX </li></ul><ul><ul><li>Traditionally expensive....... </li></ul></ul>
  9. 9. A traditional office phone system <ul><li>Expensive hardware PBX </li></ul><ul><li>expensive ISDN & calls </li></ul><ul><li>call charges to remote workers </li></ul><ul><li>call charges to roaming users </li></ul><ul><li>call charges to branch offices </li></ul><ul><li>No choice (competition) for PSTN calls </li></ul>
  10. 10. A VoIP based office phone system <ul><li>Software PBX 70 % cheaper </li></ul><ul><li>Free calls to remote workers </li></ul><ul><li>Free calls to roaming users </li></ul><ul><li>Free calls to branch offices </li></ul><ul><li>Take advantage of “Least Cost Routing” PSTN </li></ul><ul><li>Free soft-phones replace handsets </li></ul>
  11. 11. How to implement a fully featured PBX if budgets are tight <ul><li>DO NOT buy a hardware based PBX </li></ul><ul><li>Go for a software based PBX such as 3CX </li></ul><ul><ul><ul><li>Leverage your IT infrastructure </li></ul></ul></ul><ul><ul><ul><li>Feature rich out of the box (no extra licenses) </li></ul></ul></ul><ul><ul><ul><li>Allows use of soft phones (saves on handset costs) </li></ul></ul></ul><ul><ul><ul><li>No “smoke and mirrors” easy to manage – reduces ongoing costs </li></ul></ul></ul><ul><li>Choose a good implementation partner </li></ul><ul><li>Avoid subscription based services– can be cheap initially but will charge for features </li></ul>
  12. 12. What you can expect from a software based PBX <ul><ul><li>“ Enterprise Grade” Features </li></ul></ul><ul><ul><ul><li>Choice of desk phones or soft phones </li></ul></ul></ul><ul><ul><ul><li>Transfer of calls </li></ul></ul></ul><ul><ul><ul><li>Unified Voicemail </li></ul></ul></ul><ul><ul><ul><li>Unified fax (to/from desktop) </li></ul></ul></ul><ul><ul><ul><li>Full remote working </li></ul></ul></ul><ul><ul><ul><li>Call attendants </li></ul></ul></ul><ul><ul><ul><li>Conferencing </li></ul></ul></ul><ul><ul><ul><li>Integration with other systems (Outlook, CRM, etc) </li></ul></ul></ul><ul><ul><ul><li>Tele-presence </li></ul></ul></ul>
  13. 13. The Advantages of a software based PBX PSTN SIP VoIP VoIP Users Out of office Mobile workers In the office
  14. 14. How to avoid poor call quality with VoIP <ul><ul><li>There are no quality issues with VoIP (only with unsuitable or poor lines) </li></ul></ul><ul><ul><li>Perception: Most people associate VoIP with Skype, etc which are not considered business grade </li></ul></ul><ul><ul><li>bandwidth (c. 100Kbps / channel = ISDN quality) </li></ul></ul><ul><ul><li>Consider: QoS, network infrastructure, service providers </li></ul></ul><ul><ul><li>Get a good supplier/partner – (avoid cheap, pay per use services) </li></ul></ul>
  15. 15. How VOIP will help with your business continuity plans <ul><li>BC is not just fires and floods: </li></ul><ul><li>What would the effect be on your business? </li></ul><ul><li>SME’s traditionally couldn’t afford to mitigate risks </li></ul><ul><ul><li>Traditional PBX/BT line = 20+ days to fully recover </li></ul></ul><ul><li>Software based PBX/SIP = 20 minutes to fully recover </li></ul><ul><li>Staff easily tele-work if no access </li></ul>
  16. 16. Demonstration <ul><li>Demonstration of 3CX phone system </li></ul><ul><ul><li>Normal phones </li></ul></ul><ul><ul><li>Call attendant </li></ul></ul><ul><ul><li>Softphones </li></ul></ul><ul><ul><li>Mobiles </li></ul></ul>
  17. 17. Q & A <ul><ul><li>Q & A </li></ul></ul><ul><ul><ul><li>[email_address] </li></ul></ul></ul><ul><ul><ul><li> </li></ul></ul></ul>