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07 Nov 2008
Voice-over IP (VoIP) margins are eroding as more players jostle for space in a crowded market. This situation demands a change in business model.
One solution is to broaden the portfolio: an ISP can offer voice traffic and an internet telephony provider email, website and domain hosting. Voicemail, instant messaging (IM) or even consumer-focused services can all be added to a unified communications platform.
Yet organisations providing consolidated voice and data services are reliant on myriad software and hardware solutions that deliver voice, instant messaging and email separately.
The reality for most service providers is resource-intensive, complex integration and escalating support costs. That makes for an unsustainably high total cost of ownership.
So organisations need to replace these multiple, diverse technology platforms with a single, integrated solution.
However, be warned: technology vendors are also struggling with unified communications, choosing to acquire a range of technologies to cobble together a “unified” voice and data offering.
As a result, many so-called unified communications solutions are anything but. Some actually require up to six separate systems to deliver the final “complete” product.
Organisations looking to maximise the unified communications opportunity with such product could wind up disappointed.
Organisations need to clearly evaluate the unified communications technology on offer. If it cannot deliver mail and collaboration, presence and IM, VoIP, web and directory using a single system the on-going cost of ownership, we think, may be prohibitive.
A single unified communications solution should integrate with existing billing technology. Adding unnecessary integration to the mix undermines the value of the investment.
A solution must also scale in line with business growth.
Few can afford a massive up-front capital investment on technology that could support thousands of users before that user base has been built up. Yet it is ridiculous to buy a small solution that will not support planned growth.
A more flexible approach is required. Using a Software as a Service (SaaS) model, ISPs can opt for monthly operational expenditure on a per-user price.
Simon Paton is managing director of CommuniGate
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