Managing telecom costs is often cited as one of the biggest issues facing businesses today. Not only are there the usual headaches around the various tariffs and service providers, there's also now the issue whether to invest in a VoIP (voice over internet protocol) system that offers the promise of free calls over the internet.
"Tariffs and service packages are notoriously difficult to understand, making it difficult to track, control and predict expenditure," says Justin Hamilton-Martin, managing director of 8el. "But the advent of new internet protocol (IP) technology is heralding lower cost, high quality, feature-rich, more resilient, more flexible telecom options."
Hamilton-Martin claims that, in particular, IP Centrex - whereby the service is handed over to a third-party provider to route through its network - is coming to the fore, as it provides a flexible platform for all kinds of services, both now and in the future.
8el highlights several key issues to bear in mind when replacing your old PBX with an IP-based system:
Existing functionality
Ensure that you understand the existing functionality of
your existing PBX telephone system, and what features your staff are using. Key
criteria to review also include the requirements of the switchboard operator who
needs a console to help him/her handle all the calls through the business
Right fit
Choose a provider who is geared towards supporting ‘mid
range' companies, rather than being focused on multinationals. In recent years,
the choice of service provider available to UK companies has expanded far more
than most people realise; there is far more choice than BT. However, it is
vital to make sure that you choose a company that has a reliable track record
and can provide you with the robustness and support you require
Support
Most telcos are good at talking about support but take time
to analyse what they really provide. For instance, try to find a provider who
will put you straight through to support, rather than create barriers by having
layers of ‘customer care'. Demand to know what level of support they can
provide and what levels of service monitoring there are, especially out of
hours. Also, if choosing a managed service provider, will it be responsible for
all interactions with BT, any least-cost router supplier and the wide area network
(WAN) provider? It is important to have
a company that will deliver a solution without complicated demarcation points
Future-proof
With the advent of IP technology, it is now possible to
purchase telephony solutions that are always at the forefront of technology.
Although your capital decision may be based on a three or five-year period, you
need to consider where technology and your business will be towards the end of
that period. Will the system work for your business during the whole of your
investment cycle? How easy is it to upgrade with new features when they are
released? Of course, if you choose a managed service, then the provider should
be able to provide you with a future-proof platform that promises service
upgrades in the future
Hidden costs
Ensure you examine all the costs, not just the
initial ones but the on-going costs for service fees, maintenance and
importantly upgrades. Are site visits an extra cost? Make sure you understand
the contract and the warranty period as these small differences between vendor
contracts can make a large financial impact
Reference customers
Always speak to existing users to ensure that the supplier
is living up to those marketing promises
With the vast array of telecom choices available today, it would be all too easy to become overwhelmed. But by taking into account all these points, UK companies can make the most of the technological advances within reach without breaking the bank or putting themselves at risk.
For more information visit www.8el.com
