October 10-13, 2006• San Diego Convention Center, San Diego California
VoIP SuccessPromise vs Reality
BrianTitle
October, 2006
October 10-13, 2006• San Diego Convention Center, San Diego California
VoIP Success: Promise vs Reality
Brian MetherellVice President/General Manager
Toshiba America Information SystemsTelecommunication Systems Division
October 10, 2006
3 October 10-13, 2006• San Diego Convention Center, San Diego California
Agenda• Toshiba Dealer Survey Findings
• VoIP Promise vs. Reality: Real Life Case Studies
• What Really Matters: Technology, Cost Savings or Productivity Improvements
• What Constitutes Success of a VoIP Solution Today
• What we see as the prominent drivers and trends for VoIP
4 October 10-13, 2006• San Diego Convention Center, San Diego California
Audience Survey• How many of you have heard of VoIP?
• How many of you are using VoIP at home for some of your communications?
• How many of you are using VoIP at work for some of your communications?
• How many of you are using VoIP exclusively for all of your communications?
VoIP Success: Promise vs Reality
5 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey• Surveyed our dealer network of 400 dealers in 800 locations
nationwide
• Majority of dealers carry products from multiple manufacturers including all market share leaders
• Survey conducted September 2006
VoIP Success: Promise vs Reality
6 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: Today’s VoIP Installs• In the past year, what percentage of all your installs (all
manufacturers) has included a VoIP component?– 95% of dealers surveyed installed VoIP components last year – 31% said it was in less than 10% of their installs– 28% said it was in 10-25% of their installs
1% 8%6%
21%
28%
31%
5%
100%
75-99%
50-74%
25-49%
10-24%
<10%
None
95%
5%
Installed VoIP
Did not install VoIP
VoIP Success: Promise vs Reality
7 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: VoIP-Only Installs• In the past year, what percentage of your installs has been 100
percent VoIP?– Only 1% said all their installs were VoIP only– 39% said none of their installs were VoIP only– 60% were somewhere in between
1%
60%
39%100%
1-99%
None
VoIP Success: Promise vs Reality
8 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: Next Year’s Predictions• Over the next year, what percentage of your installs do you predict will
contain some VoIP component?– 99% predict they will install some VoIP components in the next year – 33% expect it to be up to half of systems installed– 26% expect it to be less than a quarter of systems installed
99%
1%
Will contain someVoIP
Will contain noVoIP
2%14%
18%
33%
26%
7%
100%
75-99%
50-74%
25-49%
10-24%
<10%
VoIP Success: Promise vs Reality
9 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: VoIP-only in 2007• Over the next year, what percentage of your installs do you expect
to be 100 percent VoIP?– 76% said less than a quarter of installs will be VoIP only
1% 7%7%
76%
9%
100%
50-99%
25-49%
1-24%
None
VoIP Success: Promise vs Reality
10 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: Future VoIP Acceptance• By what year do you think only VoIP solutions will be sold?
– 27% predict by 2009 or 2010– 30% predict further out– 25% predict never!
8%8%
19%
10%30%
25%2008
2009
2010
2011
Further Out
Never
VoIP Success: Promise vs Reality
11 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: Key VoIP Motivators• Today, when a potential customer requests a VoIP solution, what do
they say is the key motivator?– 56% said mobile and/or remote user applications– 21% don’t want to get left behind the technology curve
56%
8%2%
1%
12%
21%
Mobile and/or remote workers/offices
Cost savings
Desire to maximize the LAN
Moved to new location
Looking for a new voice technology
Afraid of being left behind if they didn't go with VoIP
VoIP Success: Promise vs Reality
12 October 10-13, 2006• San Diego Convention Center, San Diego California
Dealer Survey Findings: VoIP ROI• After the installation, what do you think your customers found to be
the most important ROI benefit of VoIP?– 62% said the ability to add mobile and remote users
62%7%
11%
8%12%
Ability to add mobile and remote workers/offices
Cost savings
Choice of endpoints (digital, IP desk phones, IP wireless,softphones)
Ease of feature use, effectiveness of applications
Increased productivity
VoIP Success: Promise vs Reality
13 October 10-13, 2006• San Diego Convention Center, San Diego California
Customer Case Studies: Real VoIP Successes• Real customers tell the story
Strata CIX Industry Success Stories
14 October 10-13, 2006• San Diego Convention Center, San Diego California
Niagara Bottling LLCToshiba Makes a Splash at Niagara
• Leading bottled drinking water company with more than 300 employees
• Networked three locations together with Toshiba Strata Net Networking– Toshiba Strata CIX systems at headquarters and bottling facility– Call Center in Irvine is all VoIP using Toshiba IP telephones
• Improved communications with centralized voice mail and direct extension dialing
• Migration cost savings re-using digital telephones and interface cards
• Long distance cost savings of $1,350 per month
• Eliminated 80 phone lines gaining cost savings of $6,000 per month
Strata CIX Industry Success Stories
15 October 10-13, 2006• San Diego Convention Center, San Diego California
Niagara Bottling LLC
Strata CIX Industry Success Stories
Strata Net
Strata Net
16 October 10-13, 2006• San Diego Convention Center, San Diego California
Niagara Bottling LLC Estimated Savings
Strata CIX Industry Success Stories
Financial Returns Hard Soft Monthly 1 Year 5 Year
Long Distance Services √ $1,350 $16,200 $81,000
System Consolidation - replaced 2 systems with 1 √ $15,000 $15,000
Improved CO Line Usage (consolidation) √ $6,000 $72,000 $360,000
Share Centralized Voice Mail √ $8,000 $8,000
Reuse existing equipment (migration) √ $4,000 $4,000
IT Staff Productivity √ $1,000 $12,000 $60,000
Total Monthly Savings $8,350
Total Annual Savings $127,200 $528,000
Purchase Price of New System or Upgrade $35,000 $35,000
ROI Breakeven Time 4.2 Months
17 October 10-13, 2006• San Diego Convention Center, San Diego California
Manhattan Beachwear Toshiba VoIP Delivers a Wave of Success
• VoIP connects all locations– California HQ, New York showroom– Manufacturing plants Indonesia, Vietnam, Mexico
• Centralized communication – Improves internal communications– Improves external communication with customers and vendors
• Road warrior CEO uses SoftIPT soft phone on his laptop to stay connected when away from the office
• Migrated from Toshiba DK96 to CIX670 saving money by re-using some interface cards
• Cost savings of $3,000 per month in long distance and international conference calling costs
Strata CIX Industry Success Stories
18 October 10-13, 2006• San Diego Convention Center, San Diego California
Manhattan Beachwear
Strata CIX Industry Success Stories
Internet Internet
Digital Telephones
IP Telephones
Cypress, California Headquarters
Remote Home Office Workers
IP Telephones
Traveling CEO Laptop Soft IPT
Vietnam
IndonesiaNew York
Showroom
Mexico
IP Telephones
IP Telephones
IP Telephones
CIX670
19 October 10-13, 2006• San Diego Convention Center, San Diego California
Toshiba Telecommunication Systems Division We don’t just talk about VoIP – We use it ourselves!
• Multiple Strata CIX670 systems networked at headquarters combine the flexibility of VoIP with reliability of digital
• WLAN provides local users mobility with wireless phones and soft phones
• Traveling Regional Sales Managers stay connected everywhere they go– SoftIPT soft phone on laptops when traveling– IP desk telephone at home office
• Significant productivity improvement
• Improved internal and external communications
• Cost savings of $1,500 per month long distance costs
Strata CIX Industry Success Stories
20 October 10-13, 2006• San Diego Convention Center, San Diego California
Toshiba Telecommunication Systems Division
Strata CIX Industry Success Stories
Internet Internet
Digital Telephones
IP Telephones
Wireless IP Telephones
PDA & PC Soft Phones
Wireless LAN
Irvine, CA Headquarters
Reg. Sales Mgrs. Home Office
IP Telephone
Traveling Reg. Sales Mgrs. Laptop Soft IPT
PSTN
PSTN
21 October 10-13, 2006• San Diego Convention Center, San Diego California
Conclusions
Today’s Primary Market Drivers• Mobility
• Remote connectivity
Fast Emerging Market Drivers• Unified communications
• Business process integration– Outlook, Contact Manager and CRM applications– Sales Administration and tracking– Call statistics, employee productivity tracking, Workforce Management– Business applications beyond telephony related functions
22 October 10-13, 2006• San Diego Convention Center, San Diego California
Mortgage company loan application/approval• SQL database integrated with telephone system ACD application
• Links loan application/approval process with recording of calls
Business Process Integration Example
SQLDatabase
Strata CIX MAS/ACD
23 October 10-13, 2006• San Diego Convention Center, San Diego California
Mortgage company loan application/approval• Incoming calls to call center answered by pre-qualifying agents, tagged
for tracking and categorization
Business Process Integration Example
SQLDatabase
Strata CIX MAS/ACD
Pre-qualifying Agent
• Gather information
• Create customer file
• Record phone call
• File updated
Initial Call
24 October 10-13, 2006• San Diego Convention Center, San Diego California
Mortgage company loan application/approval• Call transferred to loan officer and screen pop provides customer
information upon answering
• Incoming calls are recorded and imbedded into electronic loan application documentation
• Stores accurate information, assists approval processing, and provides dispute resolution
Business Process Integration Example
SQLDatabase
Strata CIX MAS/ACD
Pre-qualifying Agent
• Gather information
• Create customer file
• Record phone call
• File updated
Initial Call
Loan Officer
• Screen pop the file
• More information
• Record phone call
• File updated
• Give DID for subsequent calls
25 October 10-13, 2006• San Diego Convention Center, San Diego California
Mortgage company loan application/approval• Customer given direct dial number for subsequent calls, but if they forget
and dial the main number, system routes call directly to the loan officer by CLID stored in database
• Overall Result: Shorter phone calls, less follow-up required, faster loan processing, better service, happier customers
• With VoIP agents can be local or remote.
Business Process Integration Example
SQLDatabase
Strata CIX MAS/ACD
Pre-qualifying Agent
• Gather information
• Create customer file
• Record phone call
• File updatedSubsequent Call
Initial Call
Loan Officer
• Screen pop the file
• More information
• Record phone call
• File updated
• Give DID for subsequent calls
26 October 10-13, 2006• San Diego Convention Center, San Diego California
Thank you for your participation!