The UCC infrastructure at many businesses range from the old to the current. Legacy voice systems continue to support business critical processes, and these are often integrated with current Voice over Internet Protocol (VoIP) applications and components. Furthermore, newer cloud and hosted UCC solutions offered by an increasing number of vendors present choices often overwhelming for businesses.
At OmnyVoice, our process guides the customer in the assessment of their voice assets and supporting infrastructure in order to make informed choices given both its current state and the selection of the best-fit solution in the face of multiple choices currently available. We focus on the voice applications specific to your environment be they videoconferencing, call-centers, chat or a combination thereof, and develop solutions and migration-paths accordingly. We recognize the challenges and risks involved in moving from legacy voice systems to IP-based solutions. We’ve helped customers navigate such migrations every step of the way while mitigating associated risks.
We bring 15 years of experience to assist clients in the determination of solutions specific to their environment. Our process takes a global approach that considers the various business units in an organization and their use of existing voice infrastructure. We complete a global assessment of the state of this organizational usage and then build a roadmap to guide its transformation given the multiple offerings both in terms of vendors and deployment models which we elaborate.
In the evolving landscape of voice communications, we identify the deployment models currently available to customers for which an informed decision is expedient for success:
The on-premise model is one in which all voice infrastructure is deployed, owned and managed by an organization. Highly skilled technical employees administer it through its lifecycle. This often imposes a hefty financial burden on organizations given constant training of internal teams, infrastructure maintenance & ever evolving voice technologies. It also makes for a single point of failure and success for an organization’s voice services. This model is better suited to small and medium-sized businesses.
Hosted solutions migrate all voice infrastructure and services to a provider’s off-premise environment. Service provisioning, equipment maintenance and upgrades are administered by the hosted solution provider. This model provides a trade-off for business that offloads administrative burdens to the provider while reducing OpEX costs with competitive price-points given multiple vendors active in this area.
The blended model offloads some voice services and applications to a provider’s off-premise environment while the organization maintains and administers the rest on-premise. This model divides administrative tasks between the organization and vendor while providing trade-offs for operational maintenance costs. It also facilitates a path toward a purely hosted model.
The cloud now offers hosting services for UCC applications and components. The hosted model described earlier is the same as a private cloud. The general cloud model is one where public cloud providers like Amazon and Google among others, host UCC applications. Given the cloud service acronym X-as-a-Service, for UCC Infrastructure, X is variously Unified Communications (UCaaS) and Contact (Call) Center-as-a-Service (CCaaS). This comes with the benefits of the hosted model in addition to the possibility of leveraging the cloud for scaling UCC resources to meet demands. The cloud arena is one that remains highly competitive with offerings available both to UCC vendors, providers and business clients alike.
With the infrastructural deployment models discussed, there remains the selection of a voice vendor in an increasingly crowded and competitive landscape. We have extensive experience working in the industry with both original voice equipment makers and telecommunications companies. Thus, our consulting team can advise given the transition when necessary to these models.
Design and specification of a geographically redundant enterprise on-premise VoIP environment provisioning voice, video, voicemail and auto-attendant services for 20 sites and 4000 end-users. (company private).