Capabilities, Convenience, and Cost-Savings Drivers for Hosted PBX Services Tom Jasny Vice President Vocal. Data, Inc.
Outline • • • Terminology History Current Analysis Change Factors – Market – Technology Overview of Hosted Features Benefits (vs. PBX & Centrex) Market Segments Value Prop for Enterprise Business Case/TCO Conclusions
Terminology • Centrex • PBX/IP PBX • IP Centrex / Hosted PBX / Virtual PBX • Managed PBX • PBX Trunking / IP Integrated Access
History of PBX vs. Centrex Situation Today – • PBX dominates enterprise • Centrex serves very large/small businesses • IP PBX well established • Hosted IP ~ 80, 000 lines 19 XX Dark Ages 1960 1970 PBXs 1980 Digital PBX Centrex Service 1990 2000… Hosted IP Telephony IP PBX "Advanced" Centrex
What's going on? • Enterprises and service providers alike are eschewing Cap. Ex and trimming Op. Ex • Pressure to outsource specialized functions • Ethernet LAN/WAN infrastructure ubiquitous • Complex technology becoming redundant • PBXs/Class 5 nearing end of life cycle • Vo. IP technology in it's 4 th generation • Business cases and TCO looking good for nexgen providers
The Hosted PBX Market Service Provider Virtual PBX Line Forecast (global) Service Provider Virtual PBX Line Forecast Regional Breakdown Hosted PBX Lines Hosted PBX lines (000 s) 6, 000 Source: Probe Research CASA AFME Asia-Pac 4, 500 Europe NA 3, 000 v IP Centrex = 48% of all Centrex lines by 2008 v Centrex line decreasing at 4 -5% / year, Centrex revenue decreasing at 8. 5% v Nexgen revenues growing at 190% CAGR from 2001 -2008 Source: Frost & Sullivan 1, 500 0 2001 2002 2003 2004 2005 2006 Source: Probe Research 2007
What are Hosted PBX Services? • Complete array of PBX-like business features – Includes features such as DID, Speed Dial, Transfer, Do Not Disturb, Hold, Mute, Redial, Call Forward, 3 -way Conferencing, Call Waiting Caller ID (Name & Number), blah, blah … • Applications and advanced features – – – – Conferencing and Desktop Collaboration Unified Messaging (v-mail/e-mail/IM) Web Portals/Web Services Remote Services/Mobility Self-Service Management - Enterprise Administration Auto-attendant - Call Center - IVR VPN – Enterprise Networking Firewall Traversal • Communicates with customer-facing endpoints: IADs, LAN/WAN access gateways, IP phones, PDAs and mobile phones • Communicates with PSTN-facing gateways and softswitches
Core Features CLASS 5 FEATURES Call Waiting Abbreviated 2 -digit Dialing Call Waiting/Manager ID Abbreviated 2 -digit Redial Dialing Call Waiting/Manager ID Permanent Per Line Block Anonymous Call Rejection Caller ID Anonymous Call Speed Dial Rejection Caller ID Priority Call Forward All Calls Caller ID Block Billing Codes Urgent Caller ID Block Redial Call Forward Busy Forward to Voice Mail Call Forward All Calls Virtual Ring Conference Remote Call Forward to DID Call Trace Hold Call Return Priority Call IP CENTREX FEATURES 976/900 Block HOSTED PBX FEATURES Not Disturb Call Forward Busy Do Speed Dial Abbreviated Per Line Permanent 2 -digit Dialing Block Call Waiting/Manager Permanent Per Line Mail Call Forward No Answer Forward to Voice ID Block Transfer, Blind & Guided Anonymous Call Rejection Caller Return Call ID Priority Call. Pickup Group Urgent Call Billing Codes Call Trace Caller ID Block Hold Redial Virtual Ring Call Forward All Calls Call Waiting Conference Park Remote Call Forward to DID Call Forward Busy Do Not Disturb Speed Dial Call Forward No Answer Forward to Voice Mail Transfer, Blind & Guided Call Return Group Pickup Urgent Call Trace Hold Virtual Ring Call Waiting Park
End-User Web Portals • Access phone features, call management • Unified call directory, visible voice mail and teleconferencing Web Portal Directories Web Portal Integrated Voice Mail
Unified Messaging/IM Integration • Unique integration of IM/phone presence • Call management based on IM status (and vice versa) • Ability to launch voice conversation, e-mail, file transfer – from IM Presence/IM/Voice Integration
Mobility Solutions • Call disposition via PDA • Mobile call management, directory access, voice mail management, etc. Mobility - PDA & WAP Interfaces
Service Branding • Brandable by Service Provider • Control over graphics, coloring, features • Can be subbranded by Agents • Alternatively, a custom web portal can be created using SOAP, CORBA and VOISS API with full functionality
Improved Productivity • Professional, efficient call handling capability for front desk personnel – GUI interface – Ability to direct and process incoming calls – Current phone status & caller-on-hold status – Point-and-click call routing – Point-and-click employee directory • Personal productivity through converged features – Unified messaging; IM/EM/VM/Presence – Web portal for phone management • • • Call disposition Directory Conferencing Visible voice mail Call log Click to call
Value Proposition for the Enterprise Business Segments Small business segment value • • – currently served by Centrex Expanded feature set Self-Service Management Part of lower-cost, bundled offering Competitive providers Medium business segment value • • – currently served by PBX/KTS New personal productivity services Self-Service Management Part of lower-cost, bundled offering No Cap. Ex; No Maintenance; Lower Op. Ex Large business segment value • • – currently served by Centrex No Cap. Ex; No Maintenance; Lower Op. Ex Single network technology Self-Service Management Outsourcing opportunity
Benefits of Hosted PBX Services VS. PBX VS. Centrex Avoid capital outlay and need for inhouse expertise “Look Big”; full-feature set/phones, DID, multiple line appearances, … Reduce administration of moves, adds & changes Avoid moves, adds, changes charge from LEC ($100/empl. /yr) Reduce costs by consolidating voice & data; single wiring infrastructure Reduce costs by consolidating voice & data Reduce maintenance costs (23% - Yankee) Reduce cost of interoffice calls by 97% !!! (IW) & average by 23% (Y) Platform for enhanced services – unified messaging, voice mail, conferencing
Easier Installations for Enterprise • To install voice solution for a 50 person business • With traditional PBXs – Complete the installation in weeks – Complete the cut-over in days (reserve the weekend!) With hosted PBX solutions – Complete the installation in days – Complete the cut-over in hours! – Plug in phones
Ongoing Costs of MACs • Savings on moves, adds, and changes present an even more compelling benefit – Typical employee moves desk an average of 1 x a year; typical cost ranges from $75 to $135 per change – For a 500 person medium-sized business, eliminating this cost through self-registration results in $50, 000 annual savings!
Enterprise Value Proposition • Small business example shows 23% monthly savings with hosted IP PBX service • Key savings is in reduced line charges—with packetized voice, don’t need extra lines for overflow, hunt groups • Voicemail and conferencing are included in basic line charges for hosted IP PBX services Monthly Charges for 25 Users $1, 682 $1, 300 Centrex Source: IP Centrex Services, Yankee, 12/2000 “Virtual” IP PBX
Comparing the Alternatives • Info. Tech study 10/2001 reviewed total cost of ownership for 3 solutions: Traditional PBX (IP-enabled) – IP PBX – Hosted PBX Services – • New installations, 3 -year view 100 and 400 person installations – 10%, 20% teleworker, respectively – 20 users added in Year 3 – • Costs addressed: First costs: System, phones, gateways, installation, additional LAN costs, administrator & user training, soft phones, DSL modems, remote modules, local facilities – Ongoing costs: IP Centrex line charges, facilities charges (local trunks, PRI, ISDN, DSL/cable), hardware maintenance, space, HVAC, power, backup, insurance, staffing – Business disruption costs –
Total Cost of Ownership (TCO) Results 100 -person Enterprise • IP-enabled PBX shows highest cost – Assumes purchase of new PBX • IP PBX cheaper admin and trunk charges offset higher system costs • Hosted has no upfront system costs, lower maintenance costs, no space reqs • Year 3 cost up due to adds • TCO (3 years) – IP Enabled: $591, 513 – IP PBX: $413, 883 – Hosted: $277, 673 Source: Infotech. Revision 10/2001
Total Cost of Ownership (TCO) Results 400 -person Enterprise • Similar assumptions with larger installation • Higher % of users are teleworkers; 20% geographically dispersed • TCO (3 years) – IP Enabled: $1, 242, 079 – IP PBX: $1, 282, 130 – Hosted: $849, 493 Source: Infotech, revision 10/2001
The Verdict is In! • • • PBXs dominate the enterprise marketplace today; Centrex provides service at the margins and is declining IP Telephony technology has matured, creating alternatives to traditional solutions Enterprise customers are deploying IP telephony solutions now IP PBXs are have proven in both the market and the technology – Dozens of enterprises are deploying hosted solutions globally – • IP-based solutions for voice provide significant benefits to the enterprise Reduced connectivity charges – Enhanced applications – Reduced administration & Productivity improvements – No capital expense – • Hosted PBX solutions present a compelling business case due to the dramatically reduced total cost of ownership, reduced network management costs and cheaper bundled offerings
About Vocal. Data, Inc. • Who we are: – A Vo. IP market pioneer founded in 1998 with approx. 75 employees in Richardson, TX • What we do: – Develop and market "VOISS", a suite of voice applications and services, delivering a rich set of line-side and enhanced features in a IP network – Sell to service providers and system integrators, who provide hosted PBX or IP Centrex services to business and residential customers • Our investors: – Austin Ventures, Trinity Ventures, SAIC Ventures, JP Morgan, Seed Capital and others Tom Jasny, Vice President, Sales & Service tjasny@vocaldata. com
Скачать презентацию Capabilities Convenience and Cost-Savings Drivers for Hosted PBX
80476083d4c4271ef1962251f19eaea4.ppt