Fee calls, web-conferencing, sending secure instant messages and remote working are just some of the services that phone systems can offer today.
The development of broadband means that voice packets can be transmitted in the same way as data packets without any loss of quality. And IP (internet protocol) technology, which enables calls to be made over the internet, has matured considerably since being touted as the next big thing as far back as 10 years ago.
Increasingly, the IT and telecoms sectors are converging, meaning voice, video and data services can all be accessed from your handset. There’s also been greater integration between fixed and mobile communications.
STARTING THE BUYING PROCESS
No doubt you’re aware of much, if not all, of this. And the upshot is, it’s all good news for your business. “Companies have come to realise that a telephone system can be used for far more than simply making calls,” says Alison Brewer, solution marketing manager at Mitel.
If your business relies heavily on external communications, such as operating a help desk or contact centre, then installing an IP communications system can transform the way you deal with customers and improve service levels. To find the system that best suits your business, you need to identify the features you can’t do without, including how many incoming and outgoing lines you require and whether you’ll be supporting home or mobile working.
Scalability is another important factor. The best option will be a phone system that can be rolled out to new users or offices without requiring an expensive gateway to be installed as your business grows. “Unless your needs are very simple, consider seeking advice from a competent telephony solutions reseller who can advise on the best system for your business, and can help with replacing an existing system, to ensure you get a competitive proposal tailored to your needs,” says Mike Valiant, market development manager at networking provider 3com.
And the phone systems’ revolution doesn’t stop here. In the future, experts are predicting that more and more companies will be managing and integrating voice, video and data services over one network. “This could mean a remote worker can use a mobile device to video conference themselves into a business meeting, or your receptionist could access everything from incoming caller information to live CCTV video feeds, all on a handset,” says Peter Tebbutt, UK marketing director at communications provider Alcatel.
WHAT'S ON OFFER
Depending on the size and needs of your businesses, options to consider include TDM, hybrid-IP, pure-IP or hosted IP phone systems.
TDM (Time Division Multiplexing): Phones are based on circuit-switched technology, with calls carried over Public Switched Telephone Networks (PSTN). These systems are most suited to companies with a single site and with mostly offi ce-based staff.
Hybrid-IP: Systems combine both TDM and IP technology in one, and typically consist of a separate TDM-based voice network at the head offi ce and use of IP end-points to connect remote workers or additional sites.
Pure-IP: These software-based systems combine both voice and data on the same network. If your business is spread across several national and international sites, taking advantage of pure-IP could considerably reduce your telephony fees.
Hosted IP/IP Centrex: This system incurs very few set-up costs (although running costs can be higher than other options) and is usually integrated with your existing private branch exchange (PBX) system. With IP Centrex, all switching occurs at a local telephone offi ce, so there’s no need to install PBX hardware or software on your premises.
“With a hosted system, costs are predictable and full support and upgrades are included and it can be leased on a pay-as-you-go basis. It might also work in your interest as service providers may be able to access kit that would be outside your price range,” says Rob Jupp, midsize sector development manager at Colt UK.
As the number of phone system applications has increased in recent years, it’s no surprise that there’s a wealth of suppliers to choose from. Major players in the market include the likes of Alcatel, Avaya, Cisco, Colt, Inter-Tel, Mitel, Nortel, Siemens and Toshiba. Orange, owned by France Telecom, is also making a bullish move into the fi xed line market, differentiating itself from its mobile competitors and banking on the increased desire for a converged one-stop-shop offering. Vodafone may also follow in future.
“Comparing systems isn’t easy as each has its strong and weak points,” says Scott Nursten, managing director of s2s, an IT consultancy that specialises in VoIP, network security, maintenance and mobility. “Choose your partners carefully, ones who match 2006business, technology and budgetary requirements. Don’t get too caught up in ‘bells and whistles’ – it’s amazing how few of them you’ll actually use.”
Just as Orange has recognised it, convergence is the name of the game, but it goes beyond the mobile providers’ offering as there are a number of suppliers that can provide a range of telecom and IT services together as shown through partnerships Cisco has initiated with IBM and Nortel with Microsoft.
There is no one-size-fits-all communications answer but sticking with one brand can often bring benefits when considering support, maintenance and administrative costs.
There are also options when it comes to paying for a phone system. Should you lease or buy? More companies have in the past chosen to buy over leasing, but the latter option is increasing in popularity as all the major vendors are offering good finance deals and even better trade-in deals.
THE VOIP OPTION
Case study: Time to switch
Company: Edcoms
In brief: Problems with its existing system forced educational consultancy Edcoms to shop around.
Edcoms designs materials for companies which want to communicate with and through education. It has a turnover of more than £5m and around 40 staff, more than half of whom are mobile workers.
Its existing phone system, a Samsung TDM PBX, was diffi cult to support, unable to handle call demand and lacked PC integration. It then suffered an outage, losing nine months’ worth of the company’s data.
Edcoms approached Charterhouse Voice and Data, which provides a range of systems from manufacturers such as Cisco, Mitel and Avaya, to help it source the right product.
“We were looking for integration with Microsoft Outlook and other desktop applications and rich voice functionality,” says Rob Delany, head of IT at Edcoms.
The company chose a Mitel 3300 CXi Controller, which is hosted and managed in-house. Every staff member has an IP phone and there are wireless handsets. “Costs were around £25,000, including the desktop software, and we saved on the cost of employing an additional receptionist. We have multiple numbers that go through to reception, and the new system has features such as phone queuing and recorded messaging. Maintenance is straightforward, with just basic training needed,” says Delany.
Edcoms was also attracted to the system because handsets can be taken home and plugged into a broadband connection, enabling home workers to connect to the office phone network.
