1 / 22

Rolling Out Services Effective Launch Strategies For Rapid Takeup

Rolling Out Services Effective Launch Strategies For Rapid Takeup. Rich Grange President & CEO – New Global Telecom www.ngt.com February 13 th 2004. VoIP Services Experience. We have been in the managed network services business for over 10-years

raziya
Download Presentation

Rolling Out Services Effective Launch Strategies For Rapid Takeup

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Rolling Out ServicesEffective Launch Strategies For Rapid Takeup Rich Grange President & CEO – New Global Telecom www.ngt.com February 13th 2004

  2. VoIP Services Experience • We have been in the managed network services business for over 10-years • Over 3-billion minutes of traffic switched per year • Recent extension of technology platform with VoIP • Successfully offering a managed, wholesale VoIP service to Service Providers in a variety of vertical markets • Deep experience with new service deployments and market adoption in the telecom space – including VoIP services – has provided insights & ‘lessons learned’

  3. What The Analysts Say • $15.1b VoIP equipment market by 2007 – 44% CAGR [IDC] • $11.3b VoIP services market by 2007 – 27% CAGR [Gartner Dataquest] • VoIP line shipments to exceed TDM line shipments in 2005 – one year away[Gartner Consulting – refer to chart] Traditional Key, PBX & Centrex IP PBX & IP Centrex “By the end of 2007 traditional enterprise telephony system manufacturers will have ceased development … and announced their intention to discontinue support for their TDM-based PBX and contact center systems within 5-years.” Gartner Group - 2003

  4. What The Market Data Shows • IP PBX line shipments are up • Grew 1.4m in 2003 and • Will grow another 1.9m in 2004 to 3.3m for the year • TDM PBX / Key system line shipments are down • Fell 1.3m in 2003 and • Will fall another 3.2m in 2004 to 7.8m for the year • Cisco has shipped approximately 2m IP phones – over 1m in the past year • Over 10,000 IP telephony customers worldwide

  5. What The Market Data Shows • Vonage is “the fastest growing phone company in the U.S.” • More than 90,000 lines in-service – and adding more than 10,000 lines per month • Completes over 4 million calls per week • Cbeyond installed 10,000th customer in January ’04 • Processed 1 billionth VoIP minute – within 3-years of network going live • 30% of new customers emanate from existing customer & partner referrals

  6. What The Market Data Shows

  7. What NGT’s Primary Research Says • 89% of SMEs have DSL or higher-speed Internet access today – and 58% have T1 access SME – Internet Access Services (% of sample) Dial-Up – 11% DSL – 25% T1 – 58% Cable Modem – 5% Fixed Wireless – 1% Source: New Global Telecom conducted over 300 telephone interviews with SMEs nationwide and 70 online interviews with Service Providers nationwide

  8. What NGT’s Primary Research Says • 47% of SMEs expressed strong interest in an IP Centrex package offering 15% cost savings • Another 25% “may be” interested • 72% of SMEs with T1 access expressed interest SMEs – Cost Savings Required to Generate Interest (% of sample) % Interested at 15% Interested at 20% Interested at 30% ‘May be’ Interested at 15% Interested at 25% Interested at 30+% Source: New Global Telecom conducted over 300 telephone interviews with SMEs nationwide and 70 online interviews with Service Providers nationwide

  9. What NGT’s Primary Research Says • Service Providers view VoIP as a revenue generation accelerator and competitive weapon Service Providers – Important Reasons to Offer VoIP Services (% of sample) Drive additional revenue Provide converged services Gain competitive advantage Acquire SME customers Acquire residential customers Acquire enterprise customers Minimize customer erosion % Source: New Global Telecom conducted over 300 telephone interviews with SMEs nationwide and 70 online interviews with Service Providers nationwide

  10. Your Strategy – Which Markets? Consumers Secondary line broadband phone service for LD calling, Vonage, 8x8 SME Primary line integrated voice & data access, Cbeyond, ICG, Z-Tel SME or Enterprise IP Centrex / Hosted PBX, GoBeam, Level3, M-5 Vertical Applications VoIP-enabled, Bulldog, Norstan

  11. Launch & Acceleration Planning • Key considerations for IP Centrex service – 1 2 Delivery to SME end-customer Your readiness

  12. Delivery & Support to End-Users Delivery & Support to End-Users Network & Facilities Back-Office • POTS features • PBX features • Foreign exchange DIDs • Optional services (e.g. LD, network voice mail, integrated messaging) • LAN / WAN evaluation • End-user provisioning (including local loop, Internet access, application server seats, etc.) • Sales activities • Marketing support • Tier 1 / 2 Customer Service support • Billing • Applications server element monitoring • Staff training • Contract & forms design & development • Provisioning & support of select elements – • DID service provisioning • Gateway provisioning • Local Number Portability • 911 updates • CALEA • Applications server support • Support of network servers & firewalls (e.g. NAT traversal, DNS, POPs, media & network servers) • Planning & network component support (e.g. Engineering & design, PSTN gateways, network readiness assistance) • Network element monitoring • Local loop to CPE • Routing • Gateway links • DID inventory • Internet access

  13. Delivery & Support to End-Users “Station Review Form” (Features by Telephone Set)

  14. Delivery & Support to End-Users • Technical support has to be well organized and smoothly delivered – or else you’ll spend too much time (& money), and customers will loose confidence quickly • LAN evaluation • Firewall considerations – are they SIP aware? • IP addresses – public or private? • SIP phone power options – inline or local? • LAN utilization – VLAN options • WAN evaluation • Bandwidth considerations • Voice codec selections • QOS needs • Traffic shaping

  15. Delivery & Support to End-Users • End users need to feel comfortable making the decision to go VoIP – your credibility must be high and you must touch prospects / customers in the right ways • The Sales process – • Direct or indirect channels ? • Provide very clear & simple financial input – consider an interactive ROI tool • Keep it simple Focus on a limited set of high-impact service features – not the entire range of capabilities, but some of the most powerful & sexy functions • Real-time feature demos & case studies are well received, very helpful sales tools • Do not overwhelm prospects, you’ll confuse them before they understand your pitch • Sell service and benefits, not the technology – all that’s important is what VoIP does for their business, not VoIP itself

  16. Delivery & Support to End-Users • We need to draw an important distinction between delivery of IP PBX functionality and ‘trunk replacement’ (i.e. PSTN trunk connectivity) • The drivers for IP PBX – such as outdated or fully depreciated Key / PBX systems – means that < 20% of SMEs might be in the market for new service at any one time • Of course, there is always a portion of the market interested in new functionality as well • Trunk replacement, on the other hand, is a more straight-forward cost-savings proposition that can be interesting to all SMEs at any one time • Trunk replacement service can expand your market opportunity by over 5x - and, it provides an entry point into customer environments

  17. Your Readiness Delivery & Support to End-Users Network & Facilities Back-Office • POTS features • PBX features • Foreign exchange DIDs • Optional services (e.g. LD, network voice mail, integrated messaging) • LAN / WAN evaluation • End-user provisioning (including local loop, Internet access, application server seats, etc.) • Sales activities • Marketing support • Tier 1 / 2 Customer Service support • Billing • Applications server element monitoring • Staff training • Contract & forms design & development • Provisioning & support of select elements – • DID service provisioning • Gateway provisioning • Local Number Portability • 911 updates • CALEA • Applications server support • Support of network servers & firewalls (e.g. NAT traversal, DNS, POPs, media & network servers) • Planning & network component support (e.g. Engineering & design, PSTN gateways, network readiness assistance) • Network element monitoring • Local loop to CPE • Routing • Gateway links • DID inventory • Internet access

  18. Your Readiness A considerable amount of planning should go behind your choice of anApplications Feature Server • Vendor selection (Sylantro, BroadSoft, VocalData, …) • Redundancy • Element monitoring / NOC capability • Gateways • Deployment • Capex • CDR / billing

  19. Your Readiness Back-Office Provisioning & Support

  20. The Role For A Managed Solution 6DegreesIP is an example of outsourcing VoIP elements to achieve manageability, scalability and to gain experienced voice support for effective service launch & rapid takeup

  21. 6DegreesIP Product Evolution Sample of 6DegreesIP Product Roadmap functionality currently on the drawing board - • Portals for Service Providers and end-users • Billing solution & back-office support • Troubleshooting tools • Phone / gateway configuration & change management support • Web visibility of order status • Prepaid calling card platform • Vertical market packages

  22. Rich Grange President & CEO – New Global Telecom Rich.grange@ngt.com www.ngt.com

More Related