VoIP: Current Customer Perceptions

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VoIP Current Customer Perceptions

• IP PBX adoption a matter of When, not If
• VoIP Services perceived as transport, little
  value add
• Awareness of IP Centrex and IP-based conferencing
  services is very low
• Current drivers
• Natural migration
• Cost-savings
• Employee productivity

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Trials Limited Deployments

• Most are conducting trials of at least 3 to 6
  months
• Most adopters still have limited deployments
• Many have fewer than 25 of end users with IP
  phones

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Expected IP PBX Benefits

• Reduce support costs through
• Staff reduction
• Reduced reliance on VARs or consultants
• Use of VARs for PBX support is often
  10-20k/year or more
• Reduce carrier costs
• The IP PBX deployment also typically goes with a
  VoIP deployment
• Improve employee productivity
• For end users, not just IT staff
• Better conferencing
• And less expensive

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Expected IP PBX Benefits (2)

• Exchange/Outlook integration
• Advanced, easy follow-me capabilities (that
  end-users will actually use!)
• Extend features to remote sites cost-effectively
• Integration of voice and data groups will benefit
  voice systemsdata-side processes will be applied
• Better back-up/disaster recovery schemes

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Satisfaction with IP PBX Criteria
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Potential Roadblocks

• Economic/budget issues
• Cost-effectiveness
• Can they get a solution that makes sense?
• Handset replacement
• Whats the application?
• Unified messaging is an unlikely driver many say
  they can do it today with their legacy PBX, but
  never saw a real need for it
• Only the most leading edge customers have started
  to invest in real application integration

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Application Integration?

• Early application examples
• CRM integration
• Customer service applications
• Call center/contact center
• Planned Integration with collaborative tools
• Planned integration with PDAs, mobile devices

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Current VoIP Hot Topics

• The customer perspective
• Voice over WiFi
• Handset migration
• Consideration for softphones on the rise

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Thank you

• Kathryn Korostoff
• Sage Research
• 508.655.5400
• kathryn_at_sageresearch.com