- VoIP THEATRICS -
The room is mostly dark only lit by a few fluttering HDD status lights. Slowly the swirling smoke begins to clear falling to rest on the raised panel floor. The droning of server fans begins to sound like majestic horns, suddenly a beam of light shines down on a covered form, fireworks suddenly explode while simultaneously a gust of chilled air blows and the shroud is lifted, quickly swept away for the unveiling, and then, there it is…
Viewing a demonstration of the advanced features
that new VoIP solutions provide can be an extremely exciting, eye popping, edge
of the seat moment. A plethora of ideas regarding how and where this new
technology could be implemented immediately begin to flood the consciousness.
The thoughts of the tremendous cost savings and gained efficiencies that this
tech may bring are nothing less than fantastic. A dizzying joyful giddiness envelopes
the senses and culminates with the feeling of a need to immediately sign the
paperwork and request that the installation be scheduled for the next day if it
can’t be installed sooner. VoIP! What took you so long? I’ll take two!OK, maybe not everyone gets that excited when reviewing new technology but the potential for a VoIP solution to provide great benefits to a company is real. The common features that a new VoIP system offers can often truly deliver on the promise of helping streamline certain business processes. Helping to make the office more efficient, reliable, and safe, which in turn helps to increase the bottom line should be a basic requirement when looking to invest into a new technology solution.
The coolest most
helpful technology is a waste of money if it does not get used.
Before embarking on a research journey into the world of VoIP, take time to create a list of the needs and wishes that a new VoIP system should fulfill. There is a lot to learn when reviewing a new communication technology. Product demonstrations can be overwhelming and inflict glazed eyes and mind numbing headaches. In such a dazed state it is no wonder that attendees often overlook a few important questions. Many of these questions focus on the vendor selling the system and are equal in importance to the research of the system. The answer to these questions can be key to increasing the likelihood of a successful VoIP launch. A few of these questions include:
- What experience does the vendor have in the actual communication industry, (not just the data industry)
How many communication systems has the company installed with a similar configuration- Are they a local “brick and mortar” company or are they solely web based
- Will they install the system and do they provide ongoing on-site service
- How many communication engineers do they employ and what certifications do they have
- Do they have 24x7 on-site support available
- How long has the actual brand of VoIP system been around
- If the VoIP system is cloud based / hosted solution what equipment will need to be purchased
- VoIPARTNER or VoIPREDATOR – KNOW
THE DIFFERENCE -
The number of “pop-up” VoIP solutions
and vendors in the marketplace is surprising. Some are better than others. The
experience of a vendor can be an important consideration when reviewing a solution.
Point
of interest:
When IT & VoIP vendors go to hire
engineers a qualification they often consider is that the candidates have at
least six years of “real world” experience in the field. It is then completely
reasonable when considering a VoIP purchase to set a qualification that the VoIP
vendor have been in business in the communication industry for at least
six years and have a good history with verifiable references.
Better vendors will alert consumers to
the importance of performing data network assessments. They often take a consultative
approach in an effort to provide a more complete solution. Some hosting
platforms even provide a basic network assessment tool that is available to the
consumer at no cost. More thorough network assessments are not often free. Vendors
who have the requisite experience will recommend and perform assessments even
at the risk of deflating some of the excitement that a consumer may have gained
from reviewing articles, ads, and demonstrations. This is done in the best
interests of the customer and the vendor. It is an indication that the vendor
likely understands what is needed to provide a successful solution.
Additionally, it is a building block for establishing a good foundation for a
VoIP solution and what will be a long term business partnership with the
vendor.
Startup VoIP solutions attract many fledgling
resellers with the promise of quick sales and an ongoing monthly revenue stream,
MRR. Theses resellers entice customers with oversimplified descriptions of GUI
dashboards and talk of low monthly payments. They may forgo network assessments
and any discussion of what is needed for a data network to accommodate VoIP traffic.
This can lead to a miserable experience and large unexpected costs.
A costly
situation to avoid:
Within the first few weeks after the
installation of the VoIP solution users and customers experience dropped calls,
poor audio quality, one-way speech, slowed network traffic, and other issues that
are detrimental to everyday business.
Finding that the new VoIP system is
having some trouble after it has been installed can be the first blow of a bludgeoning
“one-two” combination. There is a certain feeling of no turning back after the
system has been installed. Ongoing business stresses the urgency to get the
system working properly.
Then the second blow comes when
it is found that the VoIP system is working fine and the issues can only be
remedied by purchasing costly upgrades for the data network.
This situation can leave any CEO,
CFO, or CTO frustrated and wishing that more research had been done prior to
the purchase.
Even now these resellers are out there stalking their
prey. Their price tag may be low and their demos may be slick but lack of
experience and up-front research should be a red flag. A good, knowledgeable vendor will provide a more holistic solution and a better overall experience. Most consumers do not desire, and should not need, to become SME's of the VoIP Communication field. With some basic knowledge and the right questions consumers can better determine a vendors capabilities and can use this insight to help make a more informed decision in their selection of a vendor and a solution.- CUSTOMER SATISFACTION IS PARAMOUNT -
Technology companies are commonly run by
and employ technophiles who have a passion for the latest state-of-the-art tech.
It is important for these companies to remember that the customer’s
satisfaction is far more important than the technology. Most businesses do not want to be
an “alpha” testing site for a solution or a vendor when it comes to
their communication system. Choosing a company and a brand with industry
experience can help avoid an unpleasant and costly VoIP experience.
