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Transforming Business Through Voice over Internet Protocol “VoIP” Presented by: Edward Cunningham May 17, 2007.

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Presentation on theme: "Transforming Business Through Voice over Internet Protocol “VoIP” Presented by: Edward Cunningham May 17, 2007."— Presentation transcript:

1 Transforming Business Through Voice over Internet Protocol “VoIP” Presented by: Edward Cunningham May 17, 2007

2 “The important dividing line... will be between those who see VoIP as just a new way to do the same old things and those a new way to do the same old things and those who use it to rethink their entire business.” Using VOIP to Compete September 2005

3 VoIP (Voice over Internet Protocol) What does it Mean?  Telephone Calls delivered through Internet  Share Network Capacity with Data  Issues of Contention for Bandwidth  Two Tin Cans and Some String?  In 2005, 85% of all Businesses Networks-Not Ready The Problem: Voice is Perishable Voice is Perishable Has to Compete with Data Has to Compete with Data Voice Quality Suffers if not Given Priority Voice Quality Suffers if not Given Priority

4 This is Why… Convergence of Voice & Data: Lower the Cost of Doing Business Lower the Cost of Doing Business Opens the door to Tremendous New Capabilities Opens the door to Tremendous New Capabilities Transform how a business operates Transform how a business operates Better Align Businesses with Their Customers Better Align Businesses with Their Customers Can Make a Business More Profitable Can Make a Business More Profitable New Capabilities Not Completely New Capabilities Not Completely Envisioned until Experienced

5 Research Question: “Has the integration of Voice and Data Communications brought Unexpected Benefits to Business?”

6 Methodology: MN IA MO WI IL MI In-Person Interviews In-Person Interviews –7 Businesses –Broad Cross-Section of Industries Deploy Web-Based SurveyDeploy Web-Based Survey –32 Questions –Quantitative/Qualitative to 750 businesses to 750 businesses –C-Level Contacts & VP’s – > 1000 employees – Employees – < 250 Employees

7 ResultsResults  Of the 1,010 s sent, 381 were returned Erroneous addresses or…… Erroneous addresses or…… Vacation- Extended Absence Greeting Vacation- Extended Absence Greeting  629 valid contacts  47 Individuals responded to the survey Represents 7.5% of sample Represents 7.5% of sample  Seven (7) Individuals interviewed Their responses were added to total Their responses were added to total  All participants represent 8.5% of Population

8 Who Responded to the Survey? Mostly Small Businesses – 59% from < 500 Employees 80% of All Respondents < 1000 Employees

9 Survey said…. 67% of all Respondents have been at this for 2 yrs or less at this for 2 yrs or less

10 Uses Beyond Long-Distance  95% have Integrated & Calendaring with VoIP  60% have Distributed Call Center Expertise Across Multiple States / Time Zones Improving Customer ExperienceImproving Customer Experience  55% have Integrated Client Relationship Databases Resulting in Greater Cross-Selling OpportunitiesResulting in Greater Cross-Selling Opportunities  50% have Integrated Web-Conferencing with VoIP  40% have Integrated VoIP with Inventory Control & Manufacturing Production System “Has the integration of voice and data communications brought unexpected benefits to business?”

11 More Unexpected Benefits  Colleague Presence – Real-time View –Anytime, Anywhere, Any Device  Voice Quality Much Better than Expected –Maintaining Company Image  Integrate Web-Chat w/VoIP System for Better Call Center Agent Interaction with Customer  Conferencing for Collaboration, “a Snap”… - See Co-Worker Availability through VoIP Network  Happier Workforce –Employees Embraced Technology People Actually Offering Suggestions on New ways to use VoIP SystemPeople Actually Offering Suggestions on New ways to use VoIP System

12 More Unexpected Benefits  Searchable D-Base of Voice Recordings Eliminates Errors Eliminates Errors Checks & Balance Checks & Balance Critique and Training Critique and Training  Combine Web & Audio Conferencing Eliminated Outside Expense Eliminated Outside Expense Enhanced Company Image Enhanced Company Image  Remote & Mobile Worker Connectivity Enabled Flex-Scheduling /Job Sharing Enabled Flex-Scheduling /Job Sharing Always Connected for Customer Interaction Always Connected for Customer Interaction “Has the integration of voice and data communications brought unexpected Benefits to business?”

13 Dramatic Business Implications  Lower LD Expense > $300K 4-Digit Dialing World-Wide 4-Digit Dialing World-Wide  Lower Web-Conferencing Exp. > $50K  Integration with Accounting System Improved AR aging by 18% Improved AR aging by 18%  Integration with Subscriber Database Achieved $443K Incremental Revenue Achieved $443K Incremental Revenue  50% of Respondents Believed VoIP Positively Impacted Sales

14 Has the integration of voice and data communications brought unexpected benefits to business? YES – Unique Unanticipated Applications –Database Integrations –Proactive Notifications Inventory Control SystemInventory Control System Inviting Collaboration – Through Web ConferencingInviting Collaboration – Through Web Conferencing Plans for Future ApplicationsPlans for Future Applications – 46% Embed with Inventory / Prod. System – 30% Integrate Client Databases – 10% Planning to Build-out more VoIP Locations – 10% Incorporate into Web Applications

15 QUESTIONS?


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