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IP Telephony Success Stories
Delivering Lower Costs with IP Telephony
Richard De Soto
Senior Vice President
AltiGen Communications
www.altigen.com
rdesoto@altigen.com
AltiGen Communications
R. De Soto Jan 03
Why is the IP Phone System
Winning?
Reduces Total Cost of Ownership
Self administration easy to learn- no need for tech
visits; No need for two admin tech staffs
Multi-site networking with IP saves toll costs
Increases mobility-Remote IP teleworkers saves
toll/floor-space costs
Offer great value VS cost through better technology
Lots of features included in basic packages:
Switching, VM, Auto Attendant, ACD, CTI, etc
IP contact centers- Multi-channel capability
Future proof technology
AltiGen Communications
R. De Soto Jan 03
Why is the IP Phone System
Winning?
Open platforms provide true business applications,
not “technology for technology’s sake”
Easy integration of IVR, CRM, etc.
Look for vendors that conform to standards (H.323,
SIP in the future)
Reliability still there
Hardware mature
Embedded OS for call processing
RAID, mirroring, redundancy
Quality Voice is real
Gradual migration possible with many vendors
AltiGen Communications
R. De Soto Jan 03
VoIP is Real!
Customer Case Studies
Hamon
AltiGen Communications
R. De Soto Jan 03
Challenge in 2000
Toastmaster acquired by Salton
Nortel Call Center Not Upgradeable
Calls exceeding Voice Mail/Queue Capacity
Toastmaster unable to make system changes
without reseller
Not integrated with other Company locations
Didn’t provide needed features
Based on aging technology
100’s of Products 100’s of Employees
Fast growth- acquisitions
AltiGen Communications
R. De Soto Jan 03
IP-PBX for Salton Headquarters-
Chicago
Systems Connected via Voice over IP- -
Toll Savings
- 4 digit dialing between users
VoIP VoIP
Corporate
Headquarters Headquarters
Chicago Missouri
Call Center
Missouri
AltiGen Communications
R. De Soto Jan 03
IP PBX Replaces Legacy Nortel PBX
in Toastmaster Corporate
•Systems Connected via Voice over IP
•Calling Transparent Between Systems
•Dramatic Increase in Voice Mail Capability
at much lower cost
VoIP
Headquarters
Missouri
Call Center
Missouri
AltiGen Communications
R. De Soto Jan 03
IP PBX with Contact Center
Replaces Nortel Call Center
• Increases Functionality, Capacity and Manageability
Significant savings over installing new Nortel System
Positioned for Multi-Channel/IP contact center and home-
based agents
3,500 Incoming
Calls Per Day
In 2 years grew from
―I would like the Missouri Call Center $50 million to $1
George Foreman Grill‖ AltiGen Communications
Billion Annual Sales
R. De Soto Jan 03
Flexible Migration to
Future Proof Technology
Remote office added
Using only IP Phones
Remote Office
Georgia
VoIP VoIP
Corporate
Headquarters Headquarters
Chicago Missouri
Planning
Call Center Begins for 8
Missouri New Locations
AltiGen Communications
R. De Soto Jan 03
Challenge 1999
Aging NEC PBX at Corporate Headquarters in Nashville
Limited Voice Mail and Auto Attendant didn’t represent
intended company image
Gibson technology driven manufacturer, but forced to pay
$1000’s per month in service fees to NEC dealer to maintain
proprietary equipment
NEC PBX not able to integrate with company network
Missing path to unite locations and adapt to new technology
AltiGen Communications
R. De Soto Jan 03
IP PBX Implementation 1999
Gibson IT Staff to manage daily moves, adds and changes.
Company rolls out voice mail with expanded features to all
corporate employees. Redesigns company auto-attendant to
reflect corporate image. Eliminates busy signals.
Networks IP Phone system with company Local Area
Network for integration with email and Outlook contact
manager.
Begins plan for rollout to Gibson showcase sites and other
factory locations.
AltiGen Communications
R. De Soto Jan 03
IP PBX Implementation
2000
IP PBX installed in Gibson Showcase facilities. Systems
remotely administered by Gibson MIS staff.
Systems installed in additional manufacturing facilities.
Company continues to decrease service charges
through self-maintenance and administration.
AltiGen Communications
R. De Soto Jan 03
Gibson Implementation 2002
New 150+ extension installation
scheduled at additional factory
Contact Center to be
implemented at Corporate to
support sales and customer
service call center needs
Gibson continues company
success through new products and
acquisitions such as Baldwin
Pianos. Company makes decision
to standardize on IP PBXs.
AltiGen Communications
R. De Soto Jan 03
Hamon
5 sites: Completely Revolutionized Network
Founded in early 1900’s in France and Belgium
Started US operations in 1980- In business to keep
air clean for power and energy companies
(manufacturer of cooling systems, chimneys, air
pollution controllers, heat exchangers)
1999:
Hamon
Acquired Pittsburgh steel factory with old PBX & Pittsburgh Steel
rotary phones-175 employees, 60 using phones at Factory
desktop
Installed AltiGen server-based PBX
Chief Benefits- Affordability and Lower Cost of
Ownership due to Self Admin AltiGen Communications
R. De Soto Jan 03
Hamon Headquarters
Second Site Added Building with
Lucent PBX
2000-- Running out of space in NJ headquarters
Not ready to write off Lucent PBX- Lucent quoted
multiple “extenders” at $20K each to new building
T1
across the street- total cost ―staggering‖
Link
New AltiGen IP PBX installed at new building
acting as IP gateway to Lucent and local AltiGen
PBX
New Building
Chief Benefits
with AltiGen
Significant savings over Lucent PBX/Gateway
Affordable expansion
Easy migration when Lucent PBX depreciated
VM, ext-to-ext dialing between systems AltiGen Communications
R. De Soto Jan 03
Hamon
3 More Sites Added with VoIP Networking
2001– Standardized on AltiGen at remaining sites
IP PBX installed at Kansas City office
Kansas City
Remote IP extensions installed at two warehouses
negating full PBX costs
All five sites now networked together with 3 digit ext
dialing via VoIP
Remote Warehouses
Benefits
All employees operating as if under one roof
Cut toll costs by over $8,000 per month
Remote IP extensions lowered cost of communications
at warehouses
Able to leverage existing frame relay network and LAN Communications
AltiGen
R. De Soto Jan 03
Hamon
A Completely Revolutionized Network
New Jersey
2002– All sites networked via VoIP Headquarters NJ extension
―By implementing AltiGen VoIP,
Hamon saves over $8,000 a month just
in interoffice calls‖, But the benefits go
far beyond that. We are able to unify the Kansas
company. We just pick up the phone and City
dial anybody’s 4-digit extension. It’s that
easy and there are no long distance
charges. The ease in which our AltiGen
telephone system continues to allow us
to grow is critical to the success of the Remote Warehouses
business‖- Jim Violette, Hamon CFO W/ IP extensions
AltiGen Communications
R. De Soto Jan 03
Case Study
Fast Growing Real 1999- Initial Phase:
Estate Loan Small System with only 6
Company employees
• Started with 6 2000- Two systems operating:
employees PSTN
Each system administered
• Grew to 2 switches separately
in Orlando
Headquarters AltiServ PBXs
• Admin issue with W/ Contact Center
managing multiple Orlando
switches separately
• Added contact
center in Orlando
AltiGen Communications
R. De Soto Jan 03
Ivanhoe Financial
Phase Two: 2002
• Centralized Admin
software manages
all extensions and PSTN
voice mail from
central location
PSTN AltiServ with
• Each Switch is Contact Center
Fully Intelligent & Virginia
Affordable
• Full Call Two AltiServ with AltiServ
Processing and Contact Center With Contact
Center
Full Applications
capability in each
PSTN
switch Orlando Chicago
With DINA Manager
• PSTN for local
calling & available
as backup if IP
links fail
AltiGen Distributed Intelligence Network Architecture (DINA)
AltiGen Communications
R. De Soto Jan 03
IP PBX Benefits to Ivanhoe
• Meeting Ivanhoe's growth, expansion, integration and
customer service requirements.
– Expanded to include two additional office locations in Virginia and
Illinois, integrated together with Voice Over IP links.
– 3 contact centers to improve overall customer service in each region
– Interoffice call routing, unified dialing and voice mail messaging are
transparent on all systems.
– With AltiGen's DINA Manager, they can manage and synchronize
multiple systems with a single administrative tool
– Keep Toll costs down via IP-based voice connectivity
• "Knowing that our company would be adding more employees in the
future, we were impressed with the platform's ability to grow without
throwing away any pieces. Our employee base has grown from six
employees to over 250 employees and the AltiServ converged system
has allowed us to keep up the pace by balancing out communication
needs and resources.”-- Linda Fox Mittan, Ivanhoe Sr. Vice President
and Chief Information Officer
AltiGen Communications
R. De Soto Jan 03
Craft-Diston: Unification of
Eleven Locations with VoIP
Issues:
• Growing shower door, tub enclosure, mirror closet door
manufacturer with five manufacturing plants and 6 other
offices in the US
• Initially chose 100% IP solution from major networking
company to link all locations
• Implementation was a disaster- too complex, too many
separate servers. Centralized Call Manager systems
crashed too often and would take down half of the
locations around the country
• 7 months and $1 million later- back to drawing board.
Networking company agreed to take systems back.
AltiGen Communications
R. De Soto Jan 03
Craft-Diston Final
Solution
Solution:
• Selected alternative vendor/reseller (AltiGen/Network
Innovations)- implementation much less complex using
single integrated servers at each site with built-in
redundancy.
• 8 locations installed with integrated single-server system and
3 sites served by remote IP phones
• In less than one month all locations were installed and
working
• Distributed architecture allowed locations to operate
independently with unified dialing and managed as one
image with multi-server management software
• Now has unified all interoffice calling, call routing, voice
mail distribution and system-wide extension synchronization
AltiGen Communications
R. De Soto Jan 03
Craft-Diston: Cost
Savings Benefits
Additional Benefits:
• Saving $20,000 per month long distance costs
• Centralized self management of multiple sites
saves move, add, change charges
• Improved customer service- affordable contact
center software for customer service department in
Florida
• Easy to manage and use system
AltiGen Communications
R. De Soto Jan 03
Sunbelt Software
Single Site Success Story
#409 on the 2001 Inc. 500 list
Offices in US and Europe
In 2000 expanding, outgrowing phone
systems- Installed IP PBX in Clearwater, FL
office for 50 employees in 2000 (now at 80) Sales
Goal: Seamlessly integrate their LAN and
database to improve customer service Acctg
Integrated screen-pop with SalesLogix CRM
Implemented multiple integrated Contact
Centers for sales, tech support, accounting Tech
Support
AltiGen Communications
R. De Soto Jan 03
IP PBX Benefits to Sunbelt
• Open platform- with SDK easy to integrate SalesLogix CRM
to Integrated Contact Center
• Improved Customer Service- Set up separate workgroups for
Sales, Tech Support & Accounting- productivity of people is
measurable, can coach on improvement
• Saved Money- Via self admin & CDR used to cross-check bills
• Improved Security
• Eliminated abuse of phone system, lowering costs- blocked
900 and unauthorized LD- can be done on an individual basis
―AltiGen has not only saved us money on administrative costs,
but also has provided an improvement to effectively service
our customers and a tremendous return on investment, it’s
no wonder we made the Inc. top 500 list!‖—Stu Sjouwerman,
President of Sunbelt Software
AltiGen Communications
R. De Soto Jan 03
AltiGen
Delivering Lower Costs with IP
Telephony
AltiGen Communications
R. De Soto Jan 03
