Start with what you have
A spot check on your existing telecom infrastructure and the current strategy is to you, what we now need to focus and execute on what you need to do next. Designing a simple scale (eg low, average, good and very good) and use the three areas to highlight the observance of license terms and security - score of each item. Then, as the telecommunications infrastructure supports the search strategy and find, followed by a list of benefits that are currentlycontact the telecom (see the list of telephony applications below) and each score - a scale of scores ranging from very useful, very useful or not useful. Finally, check each service to achieve your business goals. Their simple scoring system to help determine if your current strategy and infrastructure
suitable for its purposes or,
attention or on your business objectives
or to provide results
Data Link Plc
All values are in excellent or very useful areas for review and improvement.
Once youhave been completed, take your sample check, a moment to consider the processes of business telephony business profile. You can define it? Your organization can have phone profiles, and each phone can use the profile features a variety of technologies. Telecom strategies will depend on how intensively it is used and the phone you need to get the profiles defined as support for your position telecommunications strategy. Understanding the current settings and the use of technology today you can decide whichCommunication tools necessary to support your company profile. Let yourself be limited by the current configuration - Your business needs should be met not defined by the products you use.
The summary of the information gained from this exercise highlights the potential reduction of operating costs or better services to their customers, possibly without significant infrastructure changes, hardware or software. Opportunities for innovations and improvements are now easier to identifyand to be pursued.
What others have
It is tempting to think of voice messaging systems and processes as an important feature of the phone. World-class organizations to look beyond the obvious and look at how the phone is their business. These four problems
Any person or are moving and hard to maintain contact
or offices are fixed in one place, and have size restrictions
investments in existing technologies or limits the ability to change
or out of the workforce to voteMail
A holistic perspective to these problems, such as telephony can be a part of the solution. To make individual phone numbers and unified messaging for people who move, the use of hot desking for better use of office space with only limited numbers and VoIP technologies, improved applications from existing IT investments available and the 'voice mail option has explained to staff with instructions on how to use them and why.
Run hybrid solutions consisting ofIP telephony networks and telecommunications systems is a common practice together, as the economic sense. You can introduce benefits and assist the benefits for your business goals step by step, without writing any existing investments in infrastructure. See how your competitors (or your vertical market) address areas of cost, complexity and risk. Learn from them, trying to copy (or avoid their mistakes) and to be attentive to the ideas to complete your strategy.
A recent study shows that companies are notnot to consider the convergence of networks (data and voice communications on a single infrastructure) is an immediate priority, most organizations prefer to work with their existing technology. VoIP and IP telephony need to improve the efficiency not only to achieve cost savings, and there are no killer app for the handset is a strong case for the substantial costs (external knowledge and outsourcing) to voice and data networks across the ' organization converge. IP VPNpreferred by the IT and telecommunications as an important sector of infrastructure in the largest European companies. Organizations are reluctant to seem to improve the quality of the LAN service (functions), which invest significantly in a converged network for success, and are seriously concerned about integration, migration and security around the convergence.
2 Technology Review
Telephony applications
Many organizations are achieving significant benefits from deploying applications -only need to change a VoIP infrastructure to achieve this goal. The existing voice infrastructure may support some or all of the advanced telephony applications listed. Use the list (not exhaustive) as an invitation to the one already? Can add value by supporting the business objectives?
or a single mailbox
o Use of Text to Speech
use of voice activated or directory
Possibility or fax
Ability to use SMS or communication
o Possibility of own voiceServices, both fixed line at home or away
or easy maintenance of a workforce increasingly flexible
or capacity to absorb, moves and changes efficiently
or contact the center for redistribution and technical teams of all the work
o Measure the number of calls to voicemail
or improving the use of IVR systems to increase the value of customer service
or ability to receive e-mails of voice telephony and SMS
Send or bring a voice to answer e-mails
o Publication ofsingle number, instead of multiple numbers
or Automatic Call Distribution
or answering machine
Or integration with existing programs, such as databases, contact management and email systems
or Web Casting
or Audio Conferencing
or video conference
or Call Recording
Choose telephony applications to meet your business needs and not be guided by the feature alone, for example:
or versatility, other applications, such as text generationMessages to mobile phones or web features such as chat or e-mail campaigns?
existing mobile phones, there is a requirement to use existing phones? control the operation.
existing phone system or, if you plan to migrate seamlessly to the new possibilities of the existing PBX, check this practice.
or end-user configuration if you want, with a choice of location or device is necessary to support business processes and create?
With the IP data networkfor Voice Traffic
VoIP
Voice over Internet Protocol is the infrastructure technology to carry a piece of voice data across computer networks. It provides a low cost and efficient way to complement or replace traditional phone systems. VoIP can be used in local office networks or between sites, so you can integrate call handling with other parts of your business such as your website. Using broadband, VoIP could deliver the same telephone features to remote users and home workers as for on-premises workers.
IP telephony and IP VPNs
IP telephony delivers features and applications over an IP network. You keep on-net calls on your data infrastructure, and using intersite IP VPNs rather than using the Public Switched Telephone Network (PSTN) where costs are still based on time and distance. But, voice over the internet has variable quality. Unless sufficient investment is made in the IP infrastructure to ensure quality of service and to maintain resilience in the network it should not be relied upon as the only solution.
You should consider moving from a traditional TDM based voice solution to an IP telephony solution if you:
o are building a new office or moving offices
o are nearing the end of a lease/support contract for PBX or Centrex services
o need to upgrade your voice network
o lack capacity on your current voice network
o have already invested heavily in a Quality of Service data infrastructure
Or you are:
o restricted by your current voice infrastructure
o spending unnecessarily on two or more networks due to mergers and acquisitions
o deploying a customer relationship solution
o using technology in back office and routine tasks to generate revenue or improve customer service.
Hybrid-IP
Enterprise tends to implement a gradual switch to a new technology such as VoIP by designing around their existing infrastructure, technology investments and contractual arrangements. They can then manage the migration of their business infrastructure steadily and cost effectively.
All change incurs a cost, some more than others. It is vital you talk to your existing supplier about your goals. A good supplier should respond positively with advice and information, and recommend ways for you to enhance your telephony applications to support your business objectives.
Mobile technologies
Mobile technologies free your workforce from their desk and allow them to be increasingly mobile. Two driving forces for mobile technology are the suppliers who are investing heavily in it, and the users in the field, typically sales people and engineers who are target or quota driven. Both are invaluable idea sources when considering business objectives and your supporting strategy.
To get measurable value from your mobile technology requires a clear initial strategy, well communicated to your mobile workforce. The strategy will include what is available, how easily changes can be introduced, and how you will maintain, support and update the technology. Without it, your workforce are likely to divert your resources away from your original IT and telecoms strategy to resolve their mobile issues. You need to set your work expectations and constantly revisit them to ensure you retain control of your strategy, and demonstrate you support their business objectives. Unless you do this, mobile workers become potential "resource thieves", diverting your resources to support their innovative ideas, and creeping costs appear as equipment purchased and claimed through expenses.
High profile mobile technologies are
GPRS
General Packet Radio Service technology supports most current mobile phones and allows access to e-mail, SMS messaging and internet. With data transfer rate up to 171Kbps GPRS phones and PDA's are good at sending small bursts of data like e-mail and web browsing, and multimedia messaging containing a combination of text, sounds and images.
3G Third generation phones are always on, with no waiting time to access the web and data transfer rates of 144Kbps to 384Kbps, making it possible to use for video messaging. The quality is not good enough to replace formal meetings, but good for face to face communication. The camera features help you get an immediate second opinion from support colleagues, improving customer service.
Bluetooth Based on a low-cost, short-range radio link, Bluetooth technology can connect many types of digital devices without cables. To establish a connection, two devices with Bluetooth wireless technology simply have to come within a 10 meter range of each other. Because it uses a radio-based link, it does not require a line-of-sight connection in order to communicate
WiFi WiFi (Wireless Fidelity) is a type of WLAN - a wireless network operating over a short distance. WiFi is built to standards drafted by the Wireless Ethernet Compatibility Alliance (WECA). WiFi is developing fast which means there are a number of standards in use with similar names, not all of which are compatible with each other. Typically a wireless access point can cover up to 100m and support up to 256 users, depending on specification of equipment. WiFi technology is increasingly built into many laptops and PDAs. WiFi lets you work remotely wherever there is a 'hotspot', from a coffee shop to a library or a park. WiFi has no quality of service so cannot provide guarantees for voice or video quality. Businesses see security and quality issues, users see mobility and ease of access improvements.
3. Moving forward
Now we have explored the technologies and the business benefits, you need a clear plan of what your telecoms strategy needs to deliver, and how you will apply this to your organisation.
Healthcheck
A healthcheck for your telecoms system tests that it is fit for purpose, aligned to your business goals and delivering Results. Clearly documented by the team to gather information on existing telecom system any obvious problems (such as lack of maintenance or outdated versions) review. Any error or confusion should be registered and insist that they are determined by suppliers and monitor progress. Information about your system should be the date of purchase, product details and license numbers of agreements, including the completion and cost information, costs and detailsRegulations and service details and update the current version and additional modules or value-added services that you have. If this information is readily available internally, you need to build your suppliers are able to be there.
Technical tests and diagnostic and benchmark tests, both through their own team or the telecommunications provider must be made, but, ideally, include both.
4 A review of best practices
Share and compare
The best practice is derived fromExperiences of others. All companies and industries are different but the principles of best practice are often the same vertical market. He sat down for a friendly and open discussion on improving the profitability of the largest competitor is unlikely, but it makes sense to explore the possibility of similar companies that do not speak to compete directly with you, and to exchange tips and ideas alike. You could approach your provider and ask for introductions to other companies in similar situationsalone.
How do I find my best industry practices?
At the highest level, there are many good quality provider of best-practice studies, and detailed information on specific industry or organization came together to compare against. You can pay for a study measuring the time (your information will be added anonymously to improve future comparisons) against detailed database information, or the preparation, planning and resources to do so,itself. It could take as long as you think.
General areas of good practice are your people and their skills, increase productivity through the internal review process and the search for time-saving practices, the way we work and use the system, often facilitated through discussions with suppliers and partners. Committee for systems purchased and deployed to users inevitably lose some of 'the essence of the process of initial decision. A study of best practices set theoriginal reasons for purchasing the effective implementation and enforcement. The best practices can help reduce costs and become more efficient by learning how others have achieved better training of workers and using more efficient technology.
Best practice-test-test
Here is a simple test of best practice. Designing a customer's request on the basis of an incoming family. Here are five of the most irritating things is that you can do to a caller. Create a scorecard to decide your votePattern and frequency of one or more of your competitors. Repeat the test organization. Compare and analyze the results
The person or understand that the phone is their business and meet with?
o If you have been transferred - you get the right person?
or has an automated attendant when you get your choice at the right place, or do you have at the end of the loop in circles?
You have to call, or because a different phone number?
You orcut off by mistake?
Your analysis should be the strengths and weaknesses - if the contestants are good or bad, what can we learn from them? Did you feel confident that the agents understand your call? They have their agents to use the technique effectively, you had the feeling of the technology they used was well thought out and helped the call? They were people who talked to improve your experience, if so, how? Best Practice provides a connection for the potential identification of best practices. Ultimately, asuse this knowledge depends on what is right for the organization.
5 Advantages of cost and return on investment
Potential improvement in profitability:
A reduction in telephone costs by using alternative carriers and / or on the Internet for your phone calls
or free calls from your location using the existing infrastructure and / or Internet
or facilitate the only contact number details
reduced or abandoned calls, avoiding long waiting times for callers - how?
Avoid or make calls through your backConnecting callers to the right person first time
Call or serpent, intelligent routing and distribution, without human intervention to callers quickly to the right person, saving time
or recording calls, incoming and outgoing, and the inclusion of an effective monitoring processes and skills of the workforce
or integration with existing computer databases, email systems and address book with a single mouse select save time
or presence, knowing whensomeone is online and available for calls, if customers, team members or a distributed workforce
AE-mail, voice mail and fax mail delivered in one place and is known as unified messaging, could occupy the time your staff to prioritize and improve communication more efficient and practical
Pop or improve customer data on the screen at the same time the incoming call to customer service, perception of speed and efficiency
Customer service potentialImprovements:
The areas where we could improve customer service should be a top priority and are constantly reviewed. Bad experience - especially if they are consistent - causing customers to look for new suppliers.
or not to frustrate the customer by giving him clinging to a seemingly endless ringing phone: deciding how many rings to answer is acceptable and accessible - and put them in front of your telephone system automatically routing elsewhere.
or incoming calls canbe redirected to an informed person or alternate member of another team before passing the call to voicemail.
or voice mail greeting should always speak with your partner, such as voice mail breakout - if this option is chosen to ensure that it is not looped back into voice messages and more.
Voice mail greetings or daily for the caller to give confidence and increases the probability that a message or give directions to customers efforts' to make contact.
Use of, or notification via SMS or e-mail when voice messagesare received should be used to increase the speed of response to your customer.
o Limit the spread of IVR menus so they are obvious and do not confuse or irritate the customer.
o Monitor call volumes so you are alerted immediately to increased volumes or trends, and take appropriate actions to limit potential delays (add more agents to the lines; use emergency message techniques to explain to customer potential problem).
o Each call is a transient asset - if you don't catch the call when it comes in you may lose it forever to a competitor. Route calls to the correct skill level with the correct urgency and keep the customer.
Greater efficiency
o Workforce are not disturbed or distracted by phones ringing unnecessarily.
o IVR menus are simple to use, maintain and update, because you have limited them (eg to no more than two wide and three deep).
o Change is expected, not a surprise. Statistics help you understand your call volumes and workforce patterns and behaviour. Results are analysed for individuals, teams and IVR call flows - both real time and historic. Reviewed regularly they identify areas for change or improvement in advance.
o Solution is vendor and technology independent, and works with existing infrastructure supporting IP telephony giving flexibility to adopt future technologies.
Reduced costs
Every incoming call has a cost to the organisation, by categorising calls into different value levels and using planned handling techniques for each category you can improve use of resources. Align your telephone solution to your organisation; reduce the cost of ownership of your telephone system by improving efficiencies in use and capitalising on features that switch on cost savings.
6. Continual improvement
When you know you have a healthy system and best practice has highlighted areas of improvement and potential innovation, do not forget to schedule continual planned reviews to ensure you maintain your competitive advantage. Continually review:
o Your formal strategy for workforce connectivity. Whether you chose broadband, DSL, Voice over IP or something else, decide on and plan for a strategy. If you have not decided your strategy, learn from benchmarking in a similar industry.
o If you have a requirement or intention to converge data and voice together over your network infrastructure, and if you have two separate teams for data and voice networks, plan ways to bring them together to benefit from internal convergence and avoid duplicated effort.
o Your security should be technically tested and benchmarked, and supported by clear instructions for use by your office, mobile and homeworkers. Constantly check that your mobile workforce understands how to minimise security risks to your organisation's data.
7. Conclusion
Implementing a successful IT and Telecoms strategy is a big responsibility. There is the potential to deliver significant benefits to your organisation from increased productivity through to large cost savings. But, before implementing a successful strategy business objectives need to be clearly defined and technology aligned to deliver benefits to support the objectives. And everything must be measurable.
Introduce best practice to put you in a position of strength. Decide on the tools, products and solutions you need to improve your business, use benchmarking to measure your best practice goals and practice continual improvement. This will set you apart as a successful organisation which doesn't stand still, but constantly looks for ways to improve efficiency, competitive edge and profitability, and measures business practices and performance to demonstrate it's achievements.
Successful Telephony - A Best Practice Guide