Start with what you have
A spot check on your existing telecommunications infrastructure and the current strategy is to you what you now have to concentrate and do what you do. Design a simple scale (eg, poor, average, good and very good) and use the three areas highlighted license compliance and security - Main each element. Then how the infrastructure supports the strategy of Telecom and guests, followed by a list of benefits that you currently have a viewreceive from your remote control (the list of telephony application later) and each of the guests - using a scoring useful very useful, very useful or not. Finally, check any advantage over your business goals. Their simple scoring system to help you if your current strategy and infrastructure
or fit for purpose,
focus on your business objectives or
Or Delivering Results
All scores are in excellent or very useful areas for review and improvement.
Once youhave been completed to review a place, a moment to consider your company's business profile of telephony. Can you define it? Your organization can use the phone profiles, each profile and phone require different specifications. Telecom strategies will depend on how much the phone is used, and you need to define their profile, you must support the strategy of Telecom position. Understand the current approach and the use of technology today you can then decide whatCommunication tools you need to support their business profile. Let yourself be limited by the current configuration - Your business needs should not be met by products that use is defined.
The summary of information gained from this exercise highlights the potential savings in operating costs or better services to their customers, possibly without significant changes in your infrastructure, hardware or software. Opportunities for innovation and improvement are now easier to identifypursue e.
What others have
It is tempting to think of voice messaging systems and processes, an important feature of telephony. organizations worldwide view of the evident and reflect on how the phone is their business. Consider these four points
O people move and difficult to maintain contacts
or offices are set in one location, and size limits
investment in existing technologies or restrict its ability to change
employee or to votePlace
A holistic view of these problems and show how the phone can be a part of the solution. Single phone numbers and unified messaging for people who move, the use of Hot Desking to make better use of limited office space with uniform number and VoIP technology, applications Improved delivered over existing technology investments and voice mail options to Explained your employees, along with instructions on how and why to use them.
Implementation of hybrid solutions that includeIP telephony networks and telecommunications, as well as the common practice, as an economic sense. It can bring benefits and support the benefits to your business goals step by step, without writing off 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 supervising the ideas to complete your strategy.
A recent study shows that companies do notnot to consider the convergence of networks (data and voice communications over a single infrastructure) immediate priority, most organizations prefer to work with existing technology. VoIP and IP telephony to improve efficiency should not only deliver cost savings, and there are no killer app for the handset a convincing argument for the substantial costs (external knowledge, and outsourcing give) to voice and data networks throughout organization converge. IP VPNpreferred by IT and telecom departments, such as network infrastructure in the area at the largest European companies. Organizations are obviously reluctant to investment success updates LAN Quality of Service (functions) that are essential for convergent networks and have serious concerns about integration, migration and security convergence.
According to Technology Review
Telephony applications
Many organizations are getting significant benefits from the use ofApplications - only need to change a VoIP infrastructure to achieve them. to support existing voice infrastructure, some or all advanced telephony applications listed below. Use use the list (not exhaustive) as a prompt, you've already done? Can add value by supporting your business goals?
or e-mail only
Or use text to speech
use or Voice Activated Directories
or fax back capabilities
Ability to use SMS or communication
Ability orfor voice services, whether it be in the fixed network at home or traveling
or easy to provide the service of increasingly flexible labor
Or add capacity to movements and changes efficiently
or contact center Redistribution and technical teams working throughout the business
Measure or the number of calls go to voicemail
increase or improve the use of IVR systems and the value of customer service
Ability to pick up or e-mail or voice SMS
Ability to send voice messages or answer e-mailsNews
Publication or of the single instead of multiple numbers
O Automatic Call Distribution
or Voice Mail
O Integration with existing programs, such as databases, contact management and email systems
or web-casting
or audio-conferencing
or Video Conference
or recording of telephone conversations
Choose telephony applications for business needs and not be guided solely by function, for example:
versatility with applications or your workothers, such as generation of text messages to mobile phones or the inclusion of features such as Web chat or e-mail campaigns?
or existing phones, is a requirement to use the old phones? Check operation.
or existing telephone system during the migration seamless to the new powers provided for your existing telephone system, check this practice.
or configuration for the end user, if you think with a choice of location and device, it is necessary to support business processes and manageit?
Using the IP data network for voice traffic
VoIP
Voice over Internet Protocol is the technology infrastructure in order to take a piece of voice data over computer networks. It offers a cheap and effective supplement, or replace traditional telephone systems. VoIP in office networks or between sites can be used, you can integrate call handling with other parts of your business and your Web site. With broadband, VoIP could provide the same functions of the phoneremote users and home workers on-site workers.
IP telephony and IP VPN
IP telephony offers new features and applications over an IP network. Continuous on-net calls on your data infrastructure and the use of inter-site IP VPN, instead of using the public switched telephone network (PSTN), where costs are still in time and distance. Voice over Internet, but not the same quality. While investment in infrastructure to ensure IP quality of serviceand maintain the integrity of the network should not be used as the only solution.
You should consider a traditional TDM voice-based solution for IP telephony solution if:
or building a new office or moving offices
Or are we approaching the end of a lease / service contract for the PBX or Centrex services
or need to make your voice network upgrade
Or the lack of capacity on the current voice network
or have already invested heavily in quality of service dataInfrastructure
Or you are:
or restricted by your current voice infrastructure
or unnecessary spending on two or more networks because of mergers and acquisitions
Provision of a solution or Customer Relationship
use of technology or in the back office and routine work to generate revenue or improve customer service.
Hybrid IP
Enterprise tends to implement a gradual transition to a new technology such as VoIP, through the design of their existing infrastructure, technologyInvestment and contractual agreements. You can then manage the migration of its corporate infrastructure and economic development.
All changes incur costs, some more than others. It 'important to contact your existing supplier on your goals. A good supplier should respond positively to advice and information, and recommend ways to improve telephony applications to support business objectives.
Mobile Technologies
Mobile technologies free yourEmployees from their desks and allow them to be more mobile. Two driving forces for mobile technology, companies are investing heavily in it, and users in the field, are usually driven traders and engineers, the goal or quota. Both sources are valuable idea is that support business objectives and strategy.
To make a measurable value from your cell phone technology requires a clear strategy, the first communication on your mobile workforce. TheThe strategy is also what is available, how easily changes can be introduced and how to maintain, support and enhance technology. Without it, your employees, your resources are probably far from your original distract IT and telecommunications strategy to solve their problems of mobile telephony. You must set your expectations of work and constant monitoring to make sure they keep control of your strategy, and aim to support their business goals. If you do this will be mobile workersresource potential thieves, "redirect their resources to support their innovative ideas, and the creeping costs appear as equipment is purchased and claimed by expenditure.
High-tech mobile profile
GPRS
General Packet Radio Service technology supports the latest mobile phones and provides access to email, SMS and Internet. With a data transfer rate up to 171Kbps GPRS mobile phones and PDAs are small bursts of data such as sending e-mail and Web browsing, and wellThe multimedia messages with a combination of text, sound and image.
3G third generation mobile phones are always on, not waiting to use the Internet and data transmission rate to access 144Kbps 384Kbps, making it possible for video messaging. The quality is not sufficient to replace formal meetings, but good for the face to face communication. The camera features allow you to immediately obtain a second opinion from colleagues to support, improve customer service.
Bluetooth is based on aLow-cost, short-range radio technology Bluetooth connection you can connect to many types of digital devices without cables. To connect two devices with Bluetooth wireless technology to have others come simply within a range of 10 meters each. Why use a radio link-based, should not be a line-of-sight connection to communicate
WiFi WiFi (Wireless Fidelity) is a type of WLAN - wireless network operating over short distances. WiFi is builtWritten rules) by the Wireless Ethernet Compatibility Alliance (WECA. WiFi is fast which means there are a number of standards for the use of similar names, all of which are compatible with each other. Typically, a wireless access point can cover up to 100m and up to 256 users, depending on the specification of the equipment. WiFi technology is increasingly integrated in many laptops and PDAs. WiFi can work remotely, where there is a "hotspot" of aCafeteria, library or park. Wi-Fi does not have the quality of service, so there are no guarantees for voice or video quality. The companies see the issues of safety and quality, provides user mobility and ease of access improvements.
Third progresses
Now we have examined the technology and economic benefits, you need a clear plan of what needs to deliver the strategy Telecom, and how to apply it to the organization.
Health Check
A check-up for your telecommunications systemto provide evidence that it is appropriate to focus on business objectives and results. Collect information about your system clearly documented by the team of existing telecommunications without obvious problems (such as lack of maintenance or outdated versions of the review). Bugs or irritation should be recorded, and insist that they be corrected by their suppliers and to monitor progress. Information about your system should also have the date of purchase, details of license numbers andIncluding termination and information, costs and details of service agreements and arrangements to update the agreements, and details the current version and add-on modules or services value-added are on. If this information is not readily available internally, you should tell your provider can give.
Perform diagnostic tests and benchmarks and tests, and his team of telecommunications, or the provider of fact, but, ideally, include both.
A fourthBest Practice Reviews
Share and compare and
The best practice is clear from the experience of others. All companies and industries are different, but best practices are often the same in vertical markets. Seats for a friendly and open discussion to improve the profitability of your main competitor is unlikely, but it makes sense a way similar companies do not seek to deal in direct competition with you and to discuss and exchange ideas. You could approachYour provider and ask for introductions to other companies in a similar situation like yours.
How do I find my industry best practices?
At the top level there are many good suppliers of best practice studies, the detailed, specific information about your particular industry or organization to come together to compare. It is possible for a studio, then you're against measures that detailed information base (your data will be added anonymously to pay for a better futureComparisons) or with the preparation, planning and resources, you can do it yourself. You can not think as long as you do.
general areas of good practice are your people and their skills, increase productivity through internal procedures, assessments, and work in search of time-saving procedures by changing the nature and use of the system that facilitates often through dialogue with suppliers and partners. Systems purchased by the committee and made to users inevitably lose some 'essencethe process of original decision. A study of best practices reoriented original reasons for buying the effective implementation and use. Best Practice can help reduce costs and become more efficient by learning how others have improved the skills of workers developed using technology more efficiently.
to test best-practice example
Here is a simple test of best practice. Designing a general inquiry about a customer of trust based incoming call. Here are five of the most irritatingYou can make a call. Create a scorecard on your system and determine a rate or more of your opponents. Repeat the test on your organization. Compare and analyze the results
Or is the person who answered the phone to understand their business and that have worked?
or have been transferred - you get through the right person?
Or, if an automatic step selection are available at the right place, or you end up in loopingCircles?
You have to call or because a different phone number?
Or have you accidentally cut off?
Your analysis should highlight strengths and weaknesses - if the competitor is good or bad, what can we learn from them? We are sure that the agent understand your invitation? They have their employees use the technology effectively, he felt the technology they used, well designed and contributed to the reputation? Were people who spoke to improve your experience, if so, how? Best Practiceprovides a potential link to the identification of best practices. Ultimately, how to use that knowledge depends on what is right for your organization.
Fifth Reduce costs and return on investment
Possible improvements in profitability:
or reduction of call costs with alternative carriers and / or the Internet for mobile traffic
Or free calls between your sites, using existing infrastructure and / or Internet
O to facilitate the single contact point
reduced or abandoned calls withAvoidance of long waiting times for callers - how?
Avoid or outbound call-back by connecting callers to the right person first time
or call queues, intelligent routing and distribution, without human intervention to callers quickly to the right person, saving time
Or call records, incoming and outgoing calls and record them, if necessary, effective control of your process and qualifications of workers
Or link with existing computer databases, email systems and address booksDial with a single click, saving time
or presence, to know when someone is online and available to talk, if clients, teams or members of a distributed workforce
or e-mail, voice mail and fax mail delivered all in one place, known as Unified Messaging, could the time to treat your staff priorities and improve the practice and communication more efficient
Pop on the screen or improve customer at the same time calling the customerService, the perception of speed and efficiency
Potential customer service improvements:
Areas where you can improve customer service should be high priority and be kept under control. Bad experience - especially if they are consistent - customers find the cause of new suppliers.
Or not to fight by the customer him clinging to a seemingly endless phone call: Decide the number of rings to answer is acceptable and feasible - and put them automatically in yourPhone before routing elsewhere.
Incoming calls can be or could be an informed person or alternate member of another team before passing the call is routed to voicemail.
O Voice mail greetings should always speak with your partner, such as voice mail breakout - if this option ensure that there is a loop back selected voice messages.
รณ daily voice mail greetings to reassure the caller, the increased probability of a message or give direction to the customerEfforts to make contact.
or via SMS or e-mail notifications when voicemail messages are received must be used to increase the responsiveness to your customers.
or limit the spread of the IVR menu so that they do not seem to be confused and / or irritate the customer.
or monitor the call volume, so that you will be immediately alerted to take large quantities or trends and take appropriate measures to avoid possible delays (limit to add more lines to the agents, the use of communication techniques in emergency explain to the customerpotential problem).
Each call is good or transient - if you do not catch the call, if you can always lose to a competitor. Calls to the skill level with the urgency of the case right and keep score.
Improved efficiency
or staff are not disturbed or distracted by the phone ringing unnecessarily.
IVR menu or are simple to operate, maintain and update, because (for example, limited depth of no more than two three wide).
o The change is not expected, aSurprise. Statistics to help you understand your call volumes and patterns and behaviors of the workforce. The results are analyzed for individuals, groups and IVR call flows - both in real time and historically. Be reviewed periodically to identify areas for changes or improvements earlier.
O solution is a manufacturer and technology independent and works with existing infrastructure supports IP telephony, to adopt the flexibility for future technologies.
Reduce costs
Each call is a low cost,Organization, with the classification into different levels of value and calls using the techniques proposed treatment for each category you can improve resource use. Set your phone solution for your organization, reducing cost of ownership for your phone system by improving efficiency in use and use of the functions that the change to cost savings.
Sixth Continuous improvement
If you know you have a sound system and good practice has clearly areas for improvement and potentialInnovation, do not forget to maintain continuous program planning reviews to ensure your competitive advantage. Continually check to:
o The formal strategy for connectivity of the workforce. Whether broadband, DSL, Voice over IP or something, and plan to decide the strategy. If you have not agreed on the approach, learning from benchmarking in a similar area.
o If you have a request or intention, to converge voice and data together on your network infrastructure andIf you have two separate teams for data and voice networks, think about how to combine them to benefit from convergence and to avoid duplication of efforts.
Your safety should or technically tested and compared, and supported by clear instructions for use of your office, mobile and home workers. Constantly check that your mobile workforce, as you know how to minimize security risks for your organization's data.
Seventh Completion
The implementation of a successful telecommunicationsThe strategy is a great responsibility. There is the potential to deliver significant business benefits from increased productivity to large cost savings. But before you implement a successful strategy, business goals must be clearly defined and focused on technology to provide services in support of objectives. And everything must be measurable.
Introduction of best practices to get in a position of strength. Decide on the tools, products and solutions to improveYour company to measure the use of benchmarking of best practices and continuous improvement objectives of the practice. Outside you will see this as a successful organization that does not stop but is constantly looking for ways to improve efficiency, competitiveness and profitability measures and business practices and performances, it happened.
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