Converged Voice & Data Buying Guide

Bringing Data and Telephones Together

The Internet has changed the way small and medium sized businesses operate. Larger companies have been quick to harness the power of the Internet for everything from online ordering to improving communication. Today SMB's are beginning to take advantage of these same technologies to increase employee productivity, customer satisfaction, and competitiveness. Integrated voice and data solutions make it possible for a small business to turn its network into powerful communications tool and reap the full benefits of the Internet age.

What is a converged voice & data solution?

A converged solution enables voice, data, and multimedia communications to be carried over a single network. It means you can:

  • Lower your cost of ownership by providing a single system for both voice and data.
  • Send faxes or make long distance calls between offices over your data network instead of using a phone line.
  • Manage your telephone system over the Web, even from a remote location.
  • Network between offices.
  • Set up one central phone number and skills based routing for customers and have the system intelligently route calls to the appropriate party, department or office.
  • Dial into your business network and access the company's database, network or e-mail while you are on the road.

Typical applications of a converged voice & data solution include:

  • IP Telephony, which converts a voice call into a packet format that can be sent over a data network.
  • Unified messaging, allowing all users to manage their voice, fax and e-mail messages from their PCs or laptops.
  • Contact centers - large or small, formal or informal, which can be linked to your Web marketing and sales initiatives.
  • Computer telephony integration providing the ability to use computer desktops to make and answer calls, store call information, screen pop customer information and address books or track exact call durations for billing purposes.
  • Voice networking links to shared applications, such as voice mail systems among different locations.
  • Workplace wireless LANs enabling the extension of all the features and benefits on the LAN to a wireless environment, meaning that work can take place anywhere.
  • Unified Messaging consolidates voicemail, e-mail and fax messages to the desktop or laptop.
  • WLAN extends the capabilities of the existing LAN by delivering voice and data to mobile workers.

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What can a converged voice & data solution do for my business?

Save money on long distance

Voice and fax transmissions can be sent over an existing data network between offices, reducing your business' reliance on long distance services. Administration can also be simplified by managing voice, data, and multimedia locally or remotely.

Improve internal communications

Help your staff get critical information when they need it. With a converged solution your team can share files over the network, talk to co-workers in other offices without toll charges, and retrieve e-mail and voicemail from any location.

Online ordering systems

Provide new services to help your customers through the purchase process. Say, for example, your product is available through the Web but a customer would like to talk to a representative before ordering. With a converged network, the client can click on a "Want to Talk" button. Your system selects an appropriate agent and triggers a telephone to call back. You decide how the system selects agents - by product knowledge, or perhaps by time zone. Now you have the best of both worlds: instant and worldwide access to your product with personal service from one your representatives. This is just one of the many ways a converged network can help your small business operate like a larger enterprise.

Increase efficiency

A converged solution can streamline several separate communications devices as well as a variety of services and applications for maximum efficiency. And you will need only one service contract for your integrated network. Unified Messaging increases efficiency by consolidating voicemail, e-mail, and fax to a computer.

Improve mobility

A converged voice & data solution helps solve the business challenge of anywhere, anytime accessibility by providing users with a consistent, reliable, secure mobile experience regardless of how they are communicating, what device they are using or where they are.

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What key things should I keep in mind when choosing a converged voice & data solution?

Ensure your network is available for critical communications.

Network congestion is bad for your business. It can mean:

  • Voice conversations which are difficult to understand.
  • Clients that hang up because their Web transactions are too slow.
  • Critical files that aren't transferred in time to meet customer contract commitments.

Today's best systems can route network traffic according to priority to make sure critical communication goes first. Mission-critical devices, applications, groups and users can be set up for guaranteed bandwidth. A network configured this way can add value to your business by keeping your communications highly predictable and allowing you to deliver data in a more reliable manner.

Reliability

Downtime can dramatically affect your business. You can't afford to miss a contract deadline or have a client unable to reach you because of a system failure. Find a company with an excellent reliability record - one that has been in the business for several years and sells dependable products and systems. Ask about the reliability of any systems that you are considering and ask about back-up capabilities that will allow your business to carry on even if a problem does occur.

Flexibility to grow with your business

With today's rapidly changing world, it is hard to see into the future and predict all your business needs. Your business has to adapt quickly and so does your communications system. Some systems have pre-installed applications that can be activated in minutes using a software access code. There may even be a free trial options to help you determine if an application will fit with your business. Make sure you can quickly add features such as a call center or auto attendant as your business needs grow. Make sure your solution is flexible in size and functionality so that you can customize it for your business needs of today and tomorrow.

Maintenance and servicing

With a converged system the maintenance hassle factor is reduced because a single service vendor can attend to all your voice and data needs. A solution designed specifically to work as a converged system will ensure seamless communications. Maintenance is further simplified if the system can be managed from a single location, no matter how many offices you have. Look for systems that have preventative maintenance tools that can identify and fix problems before service is affected.

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What applications are available for small businesses?

Voice messaging

Voice messaging systems are designed to take messages but can do so much more:

  • Auto attendant directs incoming calls by providing callers with a list of options, which can include reaching an individual, a mailbox or a receptionist. Auto attendant can answer calls when the receptionist is busy or provide information such as office hours when the business is closed. These applications will save you money and increase your productivity giving you a competitive advantage.
  • Visual message waiting indication can be provided locally on your phone set or you can be notified of a message at another location or on your cell phone.
  • Voice messages can be seamlessly exchanged with other users at different locations when networked together or broadcast messages can be sent to specific departments or the entire company to keep your employees informed of business issues or highlights.
  • Unified messaging lets you manage voice, e-mail and faxes from your computer when you're in the office or remote.

Contact centers

When there are several people answering similar kinds of telephone calls (at an order desk, reservations office, in a customer service department or technical support center) a contact center is the way to go. Contact centers systematically hold calls in a queue and efficiently route them to your staff. A contact center can organize and manage call distribution for as few as two agents to as many as 100+. Systems may have flexible routing and can be customized. You can send VIP callers to special agents automatically, bypassing any hold time or unnecessary prompting to access their account information. Before a call is transferred to an agent, you can broadcast a recorded announcement about a special promotion or new product. (Research has shown that up to 34 percent of callers will ask about a product or service advertised while they are on hold.). In addition, you also have the option to include a multimedia contact center which allows you to offer enhanced services from your website such as click to talk and web chat to find the information you're looking for.

A contact center will help you:

  • Answer more calls with the same number of staff.
  • Cut long ringing and hold times.
  • Increase revenues.
  • Reduce costs.
  • Improve customer service.
  • Call center reporting software helps you manage the peaks and troughs in call traffic.

Integrated voice and data solutions

All voice and data traffic will eventually run on a single, unified network because of the cost savings involved. Reduced operating costs, improved customer service and employee productivity with advanced applications and simplified local or remote network management are all possible today. Combining the potentially numerous pieces of voice and data communications equipment into a single, fully integrated communications platform can mean faster response times and a lower total cost of ownership.

When considering an integrated solution, look for a system with the flexibility to change with your needs. Also look for a vendor with longevity, a loyal customer base and a proven record in the industry.

Enhanced features and capabilities

You can choose from a range of enhanced features such as:

  • Unified messaging - combine your voice messages, e-mail and faxes into one in-box on your PC.
  • Rich media services - enhance productivity and customer contact with collaborative multimedia capabilities such as instant messaging and chat sessions, video conferencing, personalized call and presence management.
  • Computer Telephony Integration (CTI) - combine the intelligence of your phone system with the power of your PC to enable applications such as point-and-click dialing or automatic file retrieval based on your customers' incoming calling line identification.
  • Office-to-Office networking - to enable four-digit dialing between locations, the ability to transfer voicemail messages to anyone on the network or the option to have voice traffic carried over an existing data network. This is particularly useful for Doctor's/Dentist that have more than one office and rotate between locations.
  • Quality of Service - to guarantee data delivery for time-sensitive applications such as voice calls.
  • Contact center with voice and data capability.
  • Broad range for desktop telephones.
  • Mobility for vertical markets.

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What questions should I ask a potential vendor?

How will my system be planned?

First the vendor needs to understand your business. The vendor should ask about your staff, products, markets, offices and competitors. Are you selling products on the Web? How much do you spend each month on long distance charges? A good vendor should ask where you'd like your business to be in two years. After getting to know your business the vendor should determine:

  • The number of people who need service.
  • The level and extent of service required - unified messaging, call centers, Web-based sales.
  • Mandatory and desirable features.
  • Security measures.
  • Your needs for service, maintenance and training.
  • A solution at a cost that makes sense for your business.
  • Network assessment
  • Growth needs

How easy is it to upgrade and add new features and capabilities?

Look for a building block system that can be scaled to fit your needs by simply adding or removing modules. With some systems you can start with just voice and add data capabilities later. Ask how many ports can be added - some systems can grow from a few incoming lines and phones to more than 100 ports. Find out if software applications are pre-installed so that you can activate them with a simple key code and check to see if there is a free trial period for new applications.

How are service, maintenance and training handled?

Some important questions to ask:

  • Are service, maintenance and training provided in the contract?
  • What are the qualifications of your technicians, help-line personnel and trainers?
  • What technical support do you provide?
  • What hours is this service available?
  • What is your guaranteed call back time?
  • Can maintenance be provided at a central location for all sites?
  • Does your system have preventative maintenance tools?
  • Do you provide all the required user manuals?

How will my investment be protected?

Find out if components of your existing systems can be incorporated if you decide to invest in a converged solution. Often components such as your business telephone sets, computers and cabling can still be used.

Protect your investment by getting a system that can be easily upgraded. Find out if you will be able to re-use your current hardware and peripherals after an upgrade. With some systems you can upgrade and nothing on the desktop changes - phones and computers stay the same and so does the way you use them.

What is the solution's capacity?

Ask about the maximum number of ports (phone or computer lines) the system can handle. Capacity will help you zoom in on the right system. You may be starting with just a few lines but will you want a system that can expand to fit your growth projections. Generally, your system should accommodate growth of at least 50 percent before requiring replacement.

What is the solution's redundancy capability?

Redundancy capability tells you how the system will function in the event of a failure. It means there are extra (redundant) features or parts so that if one fails there is a backup. Capability can range from dealing with critical business traffic in the event of a single failure to dealing with all traffic even in the event of multiple failures.

What safeguards are in place in the event of a power failure?

Ask about an uninterruptible power supply (UPS) so that your system continues to handle calls and transfer data during a power outage. Find out how many minutes of back-up power are provided by the battery. Also, ensure that power redundancy is provided.

How much space does the system take up?

Even the most sophisticated integrated business systems will fit into your computer or telephone equipment closet. Systems should be able to fit on a desk or be wall-mounted and take up as little space as a workstation.

What is the vendor's background?

Here are some of the questions to ask:

  • How long has the vendor been in business?
  • Have the vendor's products and service stood the test of time? Are reference lists available?
  • Can the vendor offer an end-to-end portfolio of converged solutions
  • Does the vendor have offices or affiliates in other geographic locations?
  • Does the vendor offer a customer satisfaction guarantee? Some companies will give you one full year to make sure their equipment is working as designed.

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How are converged voice & data systems sold?

Converged solutions are available from a number of voice or data resellers in your area, as well as network service providers such as your local telephone company. Investigate the alternatives and ensure your vendor has a thorough knowledge of both voice and data networks before you select a partner.

Locate a Nortel reseller

What should I expect to pay?

Converged voice and data solutions vary in price based on the size and applications included in the solution. A converged voice & data solution should offer a price advantage over buying separate voice and data communications solutions. Also, don't forget to factor in savings on having voice traffic carried over the data network when working on your business case.

What are the converged voice and data solutions that Nortel has to offer an SMB?

BCM
The Business Communications Manager Contact Center has three feature-rich choices for your call center applications, including Basic Call Center, Professional Call Center, and Multimedia Call Center. These dynamic features combine to make the only true converged solution in the industry.
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IP phones
The Nortel IP Phones portfolio provides a full range of IP desktop devices including IP Telephones and software clients running on a PC. 3rd party applications for supporting web content on IP Phones.
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Business Ethernet Switch 100
A highly scalable 24 and 48 port Fast Ethernet Standalone Switches for sites with 50-250 users. Quick start wizard for install, Power over Ethernet (PoE) and Quality of Service (QoS) enabled for VoIP deployments.
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Business Secure Router 222
The Business Secure Router is a converged broadband access router that provides a secure connection to the Internet via DSL or cable modem broadband services, that meets the needs for of SMB customers with 5 – 50 employees for IP routing as well as security, encryption and application support for converged functionality such as voice over wireless/IP, Unified Messaging, Collaboration, Video, CRM, and Mobility.
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WLAN Solutions – Business Access Point 120
The Business Access Point 120 is an independent WLAN access point that provides users secure network access from anywhere, at anytime. The BAP 120 is a thick (independent) access point that is Web UI managed with the Nortel look and feel. Specifically tailored for Small-Medium Sized Business (SMBs), it is based on IEEE802.11a+b/g/SUPER AG and supports WDS (Wireless Distribution System) for bridge and repeater modes. This device is for indoor use.
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How do I learn more or purchase a Nortel converged solution?

For more information on converged solutions for small to mid-sized businesses, contact Nortel today.

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