confidential preparing for voip implementation & lessons learned presented to the caribbean...
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Confidential
Preparing for VoIP Implementation & Lessons Learned
Presented to the Caribbean Association of National
Telecommunication OrganizationsJune 19, 2006
Confidential
VoIP Case Studies
Charles HamDirector
Confidential
Mapcom Systems Geographical Operations System (GOS)
M4® Software Suite M4® Data Integration Engine
Accounting, Customer Service, Billing, Fiber, NMS
Help Clients Address & Improve Top 5 Telco Issues:
Customer Service Improved Profitability Information Accuracy New Plant & Overbuild Management Inventory & CPR Tracking
Confidential
Mapcom Systems Clients in Green Case Studies In Red
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Background Serve As a Roving
Reporter OPASTCO AMC
Presentations Calgary, AB July 2004 Palm Springs, CA
January 2005 Boston, MA July
2005
6 Independent Telcos Hargray WVT Yukon Telephone Wheat State Telephone Service
Company ENMR Plateau
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Hargray Communications Bluffton, South Carolina 70,000 Access Lines Initial Strategy:
Perform inexpensive trial CLEC areas where we have no facilities CATV areas where we have HFC facilities that support cable
modems Flat rate pricing: unlimited local and LD for $34.99/month
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Twelve Months Later Company Restructured- Stopped Roll-out To Date there are 300 CLEC Customers
$29.95 per month
Plan for soft switch deployment Combine CLEC and LEC customers on common platform IP Centrex
Will not sell to ILEC customers unless forced Become more involved in our customers networks
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What Did We Learn? Vonage Makes it Hard to Compete on Price Deficient in IP Knowledge and Support
Hard to take existing staff and train on IP technology
Easier to take people who know IP and train them on telephony
Today, long distance is the reason for VOIP
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WVT Communications Warwick Valley, NY 30,000 Access Lines Strategy:
“To address the needs of the residential and business market segments by offering converged voice and data services that will reduce costs and provide a plethora of innovative services that were not possible on a traditional telco platform.”
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Twelve Months Later Intense Competition from Cable Companies Issues Remain with “turnkey” VoIP Solution Offer VoIP in both ILEC and CLEC Markets offer as
Component of Triple Play Offer No Long-Term Contract
“Earn the Business Everyday”
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What Did We Learn? Termination Agreements and Hardware Take
Longer Than Expected Cable Companies--Service Issues People are Buying Functionality and Value,
Not Technology Triple play Unlimited calling
Detail Study of Churn < 1% w/ Triple Play
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What Did We Learn? Offer Unlimited Dialing Plans… Not “Long
Distance” MOU Study – $29.95 works
People want 1000 minute plan for $29.95 250 MOU to 800 back to 600 MOU
VoIP Works Well as Component of Triple Play- Eliminates Vonage Advantage
Revamp Operations to Fit Strategy Move to IP Requires More Training
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What Did We Learn from the “Scouts”? Can’t Compete on Price Alone Need Expertise in IP/Packet Technology
20% Rule Your organization must match your strategy
VoIP Must be Designed as Total System Bundled Services Destroy the Vonage Advantage
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ENMR-Plateau Clovis, NM
13,500 Access Lines
Strategy- Original Consumer focused in CLEC Areas Long-Term – All Edge Devices will be VoIP Enabled Bought Softswitch
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What We Learned Can’t Get Consumer $$ to Work Business IP/Centrex $$ Work Well SIP is Not SIP
Still somewhat immature as a standard Vendors must work well together
Data Networking/IP Training Needed Partnered with Community College
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Six Months Later Strategy- Revised
Business –IP/Centrex Focused in CLEC areas where fiber is deployed
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What We Learned Entire Organization Needs to Embrace
New Technology Must Own the Pipe Getting the Technology Working is not the
challenge- it’s the Operational Aspects Billing Training Operations Setting up the CLEC business
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In Summary: VoIP Lessons Learned Can’t Compete on Price Alone
WVT, Hargray, ENMR
VoIP Works Well as Component of Triple Play WVT, Hargray
Bundled Services Destroy the Vonage Advantage WVT, Hargray
SIP is Not SIP: Immature Standard TSC, ENMR, Yukon
VoIP “on a Dime” Works Hargray, Wheat State
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Preparing Operations for VoIP The Hardest Part is “Reconditioning” Your People
And consider: How does your operational infrastructure help or hinder your people?
Network performance/reliability and enhanced customer service have their roots in operations…
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Preparing for VoIP A View of the Future is Necessary in Order to
Prepare Effectively Will VoIP be a catalyst for change at your company? What inherent advantages does VoIP have over the
legacy phone business?
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Assessing Your Operational Readiness
In most companies, the technology available to offer new services such as VoIP outpaces the
ability of internal operations systems
to manage them.
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Each Application Must Collect/Share Specific Bits of Information
VoIP Monitoring
VoIP Monitoring
