Successful Telephony - A Best Practice Guide

Start with what you have

A spot check on your existing telecoms strategy and current infrastructure will focus you on what you have now, and lead you onto what you need to do next. Design a simple scale (for example poor, average, good and excellent) and use it mark the three areas of licence compliance, safety and security - score each element. Then look at how your infrastructure supports your telecoms strategy and score it too, followed by a list of the benefits you currently get from your telecoms (refer to the list of telephony applications later on) and score each one - use a scoring scale of very useful, quite useful or not useful. Finally, check each benefit against your business goals. Your simple scoring system will help you see if your current strategy and infrastructure is
o fit for purpose,
o aligned to your business goals
o delivering results

Any scores below excellent or very useful are areas for review and improvement.

Once you have completed your spot check, take a moment to consider your organisation's business-telephony profile. Can you define it? Your organisation may have several telephone profiles, and each telephone profile may need different technology features. Telecoms strategies depend on how intensively the telephone is used and you need to have defined your profiles to position your telecoms strategy supportively. Understanding your current setup and your use of technology today you can then decide which communications tools you need to support your business profile. Do not be limited by your current configuration - your business requirements should be fulfilled, not defined by the products you use.

The summary information gleaned from this exercise highlights potential operating cost reductions or improved services to your customer, possibly without substantially changing your infrastructure, hardware or software. Opportunities for innovation and improvement are now easier to identify and pursue.

What do others have

It is tempting to think of voice messaging systems and processes as the major feature of telephony. World class organisations look beyond the obvious and consider how telephony serves their business. Consider these four problems

o People move around and maintaining contact is difficult
o Offices are fixed in one place, and have size limits
o Investment in existing technology limits your ability to change
o Workforce depend on voice mail

A holistic view of these problems will show how telephony can be part of the solution. Single contact numbers and unified messaging for people who move around; use of hot desking to make better use of limited office space with single number and VoIP technology; enhanced applications delivered over your existing technology investment, and voicemail alternatives explained to your workforce along with instructions on how to use them and why.

Running hybrid solutions consisting of IP telephony networks and PBX together is common practice as it makes economic sense. You can introduce advantages and benefits to support your business goals gradually, without writing off your existing investment in infrastructure. Look at how your competitors (or your vertical market) address areas of cost, complexity and risk. Learn from them, consider copying them (or avoiding their mistakes) and be alert to ideas to complement your strategy.

A recent study shows that enterprise does not consider network convergence (data and voice over a single infrastructure) an immediate priority, the majority of organisations prefer to work with their existing technology. VoIP and IP telephony needs to deliver improved efficiencies not just cost savings, and there is currently no killer application to the handset to give a persuasive argument for the significant cost (external knowledge and outsourcing) to converge the voice and data networks throughout the organisation. IP VPNs are preferred by IT and telecoms departments as the wide area infrastructure in larger European companies. Organisations are apparently reluctant to invest in the LAN upgrades (Quality of Service capabilities) which are essential to a successful converged network, and have serious concerns over integration, migration and security around convergence.

2. Technology review
Telephony applications
Many organisations are getting significant benefits from the deployment of applications - only a few require a VoIP infrastructure change to achieve these. Your existing voice infrastructure may support some or all of the enhanced telephony applications listed below. Use the list (not exhaustive) as a prompt, what do you already use? Could any deliver added value in supporting your business goals?

o unified mail box
o use of text to speech
o use of voice activated directories
o ability to fax back
o ability to use SMS communications
o ability for same voice services whether on landline, home or mobile
o easy to service an increasingly flexible workforce
o ability to accommodate moves and changes efficiently
o redistribute contact centre and team working techniques around the business
o measure number of calls going to voicemail
o improve use of IVR systems to increase value of customer service
o ability to pick up e-mails by voice telephony or SMS
o ability to send voice replies to e-mail messages
o publication of single number instead of multiple numbers
o automatic call distribution
o voice-mail
o integration with existing programs such as database, contact management and e-mail systems
o web-casting
o audio conferencing
o video conferencing
o call recording

Select the telephony applications to match your business requirements and don't be driven by the feature alone, for example:

o Versatility, will your applications work with others, eg, generating text messages to mobiles or incorporating web functionality such as text chat or e-mail campaigns?
o Existing handsets, is it a requirement to use your existing handsets? check they work.
o Existing PBX, if you expect to seamlessly migrate to the new capabilities over your existing PBX, check this is practical.
o End user configuration, if you intend offering a choice of location and device do you have the business processes to support and manage this?

Using the IP Data Network for 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. Collect clearly documented information about your current system from your telecommunications team to review any obvious problems (such as lack of maintenance service or out of date versions). Any bugs or irritations should be logged and insist they are fixed by your supplier and monitor progress. Information about your system should include the date you purchased the product, details of licence numbers and agreements, including termination information and costs, costs and details of service agreements and upgrade arrangements, and details of your current version and which additional modules or added value services you own. If this information is not easily available internally, your supplier should be able to provide it.

Perform technical diagnostic and benchmark checks and tests, either done by your own telecommunications team or your supplier, but ideally involve both.

4. A best practice review

Share and compare
Best practice stems from the experience of others. All businesses and industries are different, but best practice principles are often the same across vertical markets. Sitting down for a friendly and open discussion on improving profitability with your biggest competitor is unlikely, but it is reasonable to look for opportunities to talk to similar businesses not directly competing with you, and to exchange advice and ideas. You could approach your provider and ask for introductions to other companies' similar situation to your own.
How do I find out my industry best practice?

At the highest level there are many good quality providers of best practice studies who have gathered detailed, specific information about your particular industry or organisation to compare yourself against. You can pay for a study which then measures you against detailed database information (your details will be added anonymously to improve future comparisons) or, with preparation, planning and resource you can do it yourself. It may not take as much time as you think.

General areas of best practice are your people and their skills; increasing productivity through internal process reviews; and searching for time saving practices by changing the way you work and use your system, often facilitated by discussions with suppliers and partners. Systems bought by committee and implemented for users inevitably lose some of the essence of the original decision process. A best practice study realigns the original reasons for purchase with the actual implementation and use. Best practice can help you reduce costs and become more efficient, by learning how others have achieved improved workforce skills and used technology more effectively.

Best practice sample test
Here is a simple best practice test. Design a general customer inquiry based on a familiar inbound call. Listed below are five of the most irritating things you can do to a caller. Create a scorecard, decide on your rating scheme and rate one or more of your competitors. Repeat the test on your own organisation. Compare and analyse the results

o Did the person who answered the phone understand their business and whom they worked for?
o If you were transferred - did you get through to the right person?
o In the case of an automated attendant, did your selections get you to the right place, or did you end up looping in circles?
o Were you given another telephone number to call?
o Were you accidentally cut off?
Your analysis should highlight weaknesses and strengths - if your competitors did well or badly, what can you learn from them? Did you feel confident the agent understood your call? Did their operatives use the technology effectively, did you feel the technology they used was well-designed and helped the call? Were the people you spoke to enhancing your experience, if so how? Best practice offers a potential short cut to identifying good processes. Ultimately, how you use this knowledge depends on what is right for your organisation.

5. Cost benefits and return on investment
Potential profitability improvements:
o Reduce call costs using alternative carriers and/or the internet for your phone traffic
o Free calls between your sites using existing infrastructure and/or the internet
o Single number to simplify contact details
o Reduce abandoned calls by avoiding long wait times for caller - how?
o Avoid outbound call backs by connecting callers first time to the right person
o Call queuing, intelligent routing and distribution without human intervention to connect callers quickly to the right person, saving time
o Logging calls, inbound and outbound, and recording them if necessary allowing effective monitoring of your procedures and workforce skills
o Linking to existing computer databases, e-mail systems and address books to dial with a single mouse click saving time
o Presence, knowing when someone is on line and available for calls, whether customers, teams or members of a distributed workforce
o e-mail, voice-mail and fax-mail all delivered to one place and known as unified messaging, could improve the time it takes your workforce to deal with and prioritise communications more practically and efficiently
o Pop customer details on screen at the same time as the incoming call to improve customer service, perception of speed and efficiency
Potential customer service improvements:
Areas where you might improve customer service should be high priority and under constant review. Bad experiences - especially if they are consistent - cause customers to seek new suppliers.
o Don't frustrate the customer by keeping him holding on to an apparently endlessly ringing phone: decide on how many rings to answer is acceptable and achievable - and set this up automatically in your telephone system before routing him elsewhere.
o Incoming callers could can be directed to an informed alternative person or another team member before passing the call to voicemail.
o Voicemail greetings should always tell your caller how to breakout of voicemail - if this option is chosen make sure it doesn't loop back into more voicemails.
o Daily voice mail greetings give confidence to the caller, increasing the likelihood of a message or giving direction to the customer's efforts to make contact.
o Using SMS or e-mail notification when voicemails are 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.

Telephony Success - a guide to best practice

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.
ó 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.

Successful Telephony - A Best Practice Guide

Start with what you have

A spot check on your existing telecoms strategy and current infrastructure will focus you on what you have now, and lead you onto what you need to do next. Design a simple scale (for example poor, average, good and excellent) and use it mark the three areas of licence compliance, safety and security - score each element. Then look at how your infrastructure supports your telecoms strategy and score it too, followed by a list of the benefits you currently get from your telecoms (refer to the list of telephony applications later on) and score each one - use a scoring scale of very useful, quite useful or not useful. Finally, check each benefit against your business goals. Your simple scoring system will help you see if your current strategy and infrastructure is
o fit for purpose,
o aligned to your business goals
o delivering results

Any scores below excellent or very useful are areas for review and improvement.

Once you have completed your spot check, take a moment to consider your organisation's business-telephony profile. Can you define it? Your organisation may have several telephone profiles, and each telephone profile may need different technology features. Telecoms strategies depend on how intensively the telephone is used and you need to have defined your profiles to position your telecoms strategy supportively. Understanding your current setup and your use of technology today you can then decide which communications tools you need to support your business profile. Do not be limited by your current configuration - your business requirements should be fulfilled, not defined by the products you use.

The summary information gleaned from this exercise highlights potential operating cost reductions or improved services to your customer, possibly without substantially changing your infrastructure, hardware or software. Opportunities for innovation and improvement are now easier to identify and pursue.

What do others have

It is tempting to think of voice messaging systems and processes as the major feature of telephony. World class organisations look beyond the obvious and consider how telephony serves their business. Consider these four problems

o People move around and maintaining contact is difficult
o Offices are fixed in one place, and have size limits
o Investment in existing technology limits your ability to change
o Workforce depend on voice mail

A holistic view of these problems will show how telephony can be part of the solution. Single contact numbers and unified messaging for people who move around; use of hot desking to make better use of limited office space with single number and VoIP technology; enhanced applications delivered over your existing technology investment, and voicemail alternatives explained to your workforce along with instructions on how to use them and why.

Running hybrid solutions consisting of IP telephony networks and PBX together is common practice as it makes economic sense. You can introduce advantages and benefits to support your business goals gradually, without writing off your existing investment in infrastructure. Look at how your competitors (or your vertical market) address areas of cost, complexity and risk. Learn from them, consider copying them (or avoiding their mistakes) and be alert to ideas to complement your strategy.

A recent study shows that enterprise does not consider network convergence (data and voice over a single infrastructure) an immediate priority, the majority of organisations prefer to work with their existing technology. VoIP and IP telephony needs to deliver improved efficiencies not just cost savings, and there is currently no killer application to the handset to give a persuasive argument for the significant cost (external knowledge and outsourcing) to converge the voice and data networks throughout the organisation. IP VPNs are preferred by IT and telecoms departments as the wide area infrastructure in larger European companies. Organisations are apparently reluctant to invest in the LAN upgrades (Quality of Service capabilities) which are essential to a successful converged network, and have serious concerns over integration, migration and security around convergence.

2. Technology review
Telephony applications
Many organisations are getting significant benefits from the deployment of applications - only a few require a VoIP infrastructure change to achieve these. Your existing voice infrastructure may support some or all of the enhanced telephony applications listed below. Use the list (not exhaustive) as a prompt, what do you already use? Could any deliver added value in supporting your business goals?

o unified mail box
o use of text to speech
o use of voice activated directories
o ability to fax back
o ability to use SMS communications
o ability for same voice services whether on landline, home or mobile
o easy to service an increasingly flexible workforce
o ability to accommodate moves and changes efficiently
o redistribute contact centre and team working techniques around the business
o measure number of calls going to voicemail
o improve use of IVR systems to increase value of customer service
o ability to pick up e-mails by voice telephony or SMS
o ability to send voice replies to e-mail messages
o publication of single number instead of multiple numbers
o automatic call distribution
o voice-mail
o integration with existing programs such as database, contact management and e-mail systems
o web-casting
o audio conferencing
o video conferencing
o call recording

Select the telephony applications to match your business requirements and don't be driven by the feature alone, for example:

o Versatility, will your applications work with others, eg, generating text messages to mobiles or incorporating web functionality such as text chat or e-mail campaigns?
o Existing handsets, is it a requirement to use your existing handsets? check they work.
o Existing PBX, if you expect to seamlessly migrate to the new capabilities over your existing PBX, check this is practical.
o End user configuration, if you intend offering a choice of location and device do you have the business processes to support and manage this?

Using the IP Data Network for 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. Collect clearly documented information about your current system from your telecommunications team to review any obvious problems (such as lack of maintenance service or out of date versions). Any bugs or irritations should be logged and insist they are fixed by your supplier and monitor progress. Information about your system should include the date you purchased the product, details of licence numbers and agreements, including termination information and costs, costs and details of service agreements and upgrade arrangements, and details of your current version and which additional modules or added value services you own. If this information is not easily available internally, your supplier should be able to provide it.

Perform technical diagnostic and benchmark checks and tests, either done by your own telecommunications team or your supplier, but ideally involve both.

4. A best practice review

Share and compare
Best practice stems from the experience of others. All businesses and industries are different, but best practice principles are often the same across vertical markets. Sitting down for a friendly and open discussion on improving profitability with your biggest competitor is unlikely, but it is reasonable to look for opportunities to talk to similar businesses not directly competing with you, and to exchange advice and ideas. You could approach your provider and ask for introductions to other companies' similar situation to your own.
How do I find out my industry best practice?

At the highest level there are many good quality providers of best practice studies who have gathered detailed, specific information about your particular industry or organisation to compare yourself against. You can pay for a study which then measures you against detailed database information (your details will be added anonymously to improve future comparisons) or, with preparation, planning and resource you can do it yourself. It may not take as much time as you think.

General areas of best practice are your people and their skills; increasing productivity through internal process reviews; and searching for time saving practices by changing the way you work and use your system, often facilitated by discussions with suppliers and partners. Systems bought by committee and implemented for users inevitably lose some of the essence of the original decision process. A best practice study realigns the original reasons for purchase with the actual implementation and use. Best practice can help you reduce costs and become more efficient, by learning how others have achieved improved workforce skills and used technology more effectively.

Best practice sample test
Here is a simple best practice test. Design a general customer inquiry based on a familiar inbound call. Listed below are five of the most irritating things you can do to a caller. Create a scorecard, decide on your rating scheme and rate one or more of your competitors. Repeat the test on your own organisation. Compare and analyse the results

o Did the person who answered the phone understand their business and whom they worked for?
o If you were transferred - did you get through to the right person?
o In the case of an automated attendant, did your selections get you to the right place, or did you end up looping in circles?
o Were you given another telephone number to call?
o Were you accidentally cut off?
Your analysis should highlight weaknesses and strengths - if your competitors did well or badly, what can you learn from them? Did you feel confident the agent understood your call? Did their operatives use the technology effectively, did you feel the technology they used was well-designed and helped the call? Were the people you spoke to enhancing your experience, if so how? Best practice offers a potential short cut to identifying good processes. Ultimately, how you use this knowledge depends on what is right for your organisation.

5. Cost benefits and return on investment
Potential profitability improvements:
o Reduce call costs using alternative carriers and/or the internet for your phone traffic
o Free calls between your sites using existing infrastructure and/or the internet
o Single number to simplify contact details
o Reduce abandoned calls by avoiding long wait times for caller - how?
o Avoid outbound call backs by connecting callers first time to the right person
o Call queuing, intelligent routing and distribution without human intervention to connect callers quickly to the right person, saving time
o Logging calls, inbound and outbound, and recording them if necessary allowing effective monitoring of your procedures and workforce skills
o Linking to existing computer databases, e-mail systems and address books to dial with a single mouse click saving time
o Presence, knowing when someone is on line and available for calls, whether customers, teams or members of a distributed workforce
o e-mail, voice-mail and fax-mail all delivered to one place and known as unified messaging, could improve the time it takes your workforce to deal with and prioritise communications more practically and efficiently
o Pop customer details on screen at the same time as the incoming call to improve customer service, perception of speed and efficiency
Potential customer service improvements:
Areas where you might improve customer service should be high priority and under constant review. Bad experiences - especially if they are consistent - cause customers to seek new suppliers.
o Don't frustrate the customer by keeping him holding on to an apparently endlessly ringing phone: decide on how many rings to answer is acceptable and achievable - and set this up automatically in your telephone system before routing him elsewhere.
o Incoming callers could can be directed to an informed alternative person or another team member before passing the call to voicemail.
o Voicemail greetings should always tell your caller how to breakout of voicemail - if this option is chosen make sure it doesn't loop back into more voicemails.
o Daily voice mail greetings give confidence to the caller, increasing the likelihood of a message or giving direction to the customer's efforts to make contact.
o Using SMS or e-mail notification when voicemails are 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.