Ten Steps to a Successful VoIP Implementation: What Every Business Should Know

Abstract

TECHtionary.com, a Web-based source on the latest technology, and XO Communications, a leading provider of telecommunications services for businesses, recommend how to implement Voice over Internet Protocol (VoIP) to business owners who are considering VoIP but are unsure of how or where to begin. This paper outlines a systematic, ten-step process – from identifying needs to considering future options – and includes handy checklists to help streamline the implementation process.

Introduction

This paper outlines a systematic, ten-step process – from identifying needs to considering future options – and includes handy checklists to help streamline the implementation process.”

In the beginning, the very beginning, voice or rather mumbles were heard. Thousands of years later, Alexander Bell put that voice on a wire. Even then, skeptics thought the telephone was a nuisance. As one executive put it, “I have messenger boys to do my business.” A hundred years later, the Internet (i.e., VoIP) is changing it all again. After a decade of research and development, business-class VoIP is now available and offers many advantages and business-enhancing possibilities. Here are some of the “hottest” benefits and features:

Lowers Total Cost of Ownership (TCO) – TCO is the overall cost benefit and savings coming from one-time or Non-Recurring Charges (NRC) and ongoing or Monthly Recurring Charges (MRC), which includes network, local and long distance usage, management of services, maintenance of equipment, as well as soft-dollar savings in the form of productivity improvements.
Enables Personal Administration of Service and Features – Moves are a breeze. You don’t need a Telco tech; the Office Manager and end user can make changes themselves.
Simplifies Billing – Bundled voice and data services are all on one bill from one provider.
Enables Unified Messaging and Integration with Microsoft Outlook – Enables users to receive voicemail as email, for example.
Supports Multiple Sites – Transfer calls seamlessly between offices to workers at other branches.
Improves Audit Trail – Log all communications for improved "bill back" audit trail.
Reduces/eliminates the concept of “local” versus “long distance” and variable per-month charges – Receive one flat monthly charge for all calling.

If there is nothing on the list above that appeals to you, then stop reading now and re-evaluate VoIP in another year. Why? Because one thing is certain: The technology will change to meet your needs. Should you wait? Here’s what one VoIP customer from XO Communications recommends:

“VoIP, maybe a few years ago, might have seemed a little mysterious but, at this point, it’s a proven technology. It works, it’s easy, the install is easy, there is no question, there is no reason to wait; the sooner you do it, the sooner you start saving, the simpler it gets." —Jasch Hamilton,
Founder & President of Diamond Organics,
Moss Landing, CA

Here, in a step-by-step process, is what you need to know about VoIP before you buy it and implement it.

Step 1: Identify Business and User Needs

Determine Business Goals

“To develop your list of business goals, complete an internal discovery, involving the leaders of key functional areas. Then share the list with your potential technology service partners so they will be sure to design VoIP technology solutions that address your business needs.”

Before considering the deployment of any communications technology, the first step is to identify the business goals you hope to achieve with this change, for example:

Increasing productivity
Improving service levels and customer experience
Increasing revenue
Reducing expense

Once you’ve prioritized your business goals, identify the specific capabilities you need to attain them. For example, if your main goals are to increase productivity and reduce expense, then you might examine how the time and expense associated with supporting moves is affecting employee productivity and costs. To develop your list of business goals, complete an internal discovery, involving the leaders of key functional areas. Then share the list with your potential technology service partners so they will be sure to design VoIP technology solutions that address your business needs.

Assess End-User Needs

Nearly every paper or book on implementing technology says that there should be an assessment of user needs. Yet, very few users are ever interviewed, much less have their needs incorporated into the technology agenda. Why? Because, like deciding what to have for dinner, users want too many different things and frequently don’t really understand what is being asked of them.

Since VoIP brings an exciting list of new capabilities, it’s hard to assess what features have the most value prior to use. So presenting users with a lengthy list of features and benefits isn’t the best way to identify their needs.

To keep it simple, show the “hottest” features to end-users and prioritize their response, based on how well these features meet business goals. For example, integration of voicemail into email is a powerful and valuable VoIP capability that can have a tangible impact on user productivity. In interview after interview users say, “I’m in my email all day and to be able to see my voicemail, prioritize whom to call back first, and forward to others saves me up to an hour a day.” One hour, or even 30 minutes, x 10 people x 20 business days in a month is a lot of time and money.

If you prefer more traditional needs assessment strategies, try onsite interviews, focus group sessions, or a written survey. If you find there is strong interest in VoIP, then get going on the next steps.