Outsourcing VoIP management

One of the UC components that's farthest along the deployment curve is VoIP. VoIP provides companies with a host of benefits, including reduced costs due to simpler moves-adds-changes (MAC) and cabling schemes; more integrated responsiveness (which can support just-in-time-fetch-the-expert business cases); and greater resilience and disaster recovery.

However, as I've noted previously, many companies underestimate the challenge of VoIP deployment and support. In particular, about 18 months into the typical VoIP deployment, IT folks often discover they've underestimated the need for VoIP management.

One way to avoid that problem? Consider managed VoIP services. Managed services overall have become increasingly popular over the past several years, thanks in part to the rotten economy. As IT organizations downsize, or are expected to do more with the same staffs, they are turning to third parties.

Sixty-three percent of organizations are now using or evaluating some flavor of managed service at one or more of their branch locations, and those who are using third-party services to extend them to 89% of their locations. That's quite an increase from the 46% in 2007 and just 27% in 2006.

Managed VoIP services in particular have seen a significant increase since this time last year, jumping from 14% to 33%.

Why the interest in this particular service? A few reasons. Like most managed services, it offers predictable spending, often reduced costs, and frees up internal staff from daily monitoring and management, allowing them to work on more "high-value" projects.

And although VoIP is easier to maintain in terms of moves, adds, and changes, it's often more difficult to manage for performance and troubleshooting when compared to TDM systems. I've talked to many telecom managers who assumed their team would be able to monitor and manage VoIP internally, but now find themselves evaluating managed services as they face staffing shortages and move towards more complex UC systems.

If you're one of the many companies considering this option, no need to worry about locating a provider! Carriers, system integrators (Sis)and MSPs have been quick to pick up on this trend, and IP telephony services have become some of the most popular offerings they have. It makes perfect sense they'd promote this solution.

In fact, as noted earlier, virtually all the folks I work with are on the way to deploying VoIP as part of their UC initiatives. If you're among them, you should consider the option of managed VoIP services.

How to decide which provider is right for you?

Some key selection criteria:

* Breadth of portfolio, from the most basic, more commoditized, service to the most advanced custom solution.

* Breadth of technical expertise (look for vendor credentials and certifications).

* Support for both vendor-specific and vendor-agnostic management tools.

* Expertise with organizations of your size and industry vertical (look for recommendations!)

Above all, remember this: In today's economy, it's a buyers' market. These guys want your business — so if you don't see what you're looking for, ask. Chances are high that providers will accommodate.

• VoIP / Convergence
• voip management