4. Disaster Recovery
Global insurance company
With natural disaster, an
entire building could be
down for weeks.
Employees needed to
change offices
Total downtime: 3 weeks
With VOIP: Employees
retrieve back-up IP phones
from hardened location.
Plug in to a disaster or
temporary location
Total downtime: 2 days
“Temporary Office.” Includes pre-established DR plan that uses centralized server to route
calls to mobile device, or any assigned device, with integrated UM and contact-center
applications.
36 © Nemertes Research 2009 www.nemertes.com 1-888-241-2685
5. Virtual Contact Center Agents
Large healthcare company runs contact centers
for “Ask a Nurse” programs.
Exhausted talent field in given geography;
constantly opening new call centers.
Half of all call-center reps work from home using
IP softphone and VPN link into nearest center.
Decreasing costs and employee turnover. Avoided
opening $3 million facility by hiring enough
nurses in telecommuting program.
“We were able to completely overhaul how we viewed our Ask a Nurse program
by adopting the virtual agent program. This is saving the company significant
dollars, while reducing turnover so nurses gain more and more experience.”
--Telecom director, healthcare company
37 © Nemertes Research 2009 www.nemertes.com 1-888-241-2685 © Copyright 2008 Nemertes Research
6. Inventory Look-up
Women’s clothing store with
600 locations
IP phones installed to cross-
check inventory at nearby
stores
Benefits: IP phones about
50% the cost of a computer;
lower support and
maintenance.
Improved customer service,
faster response time.
38 © Nemertes Research 2009 www.nemertes.com 1-888-241-2685
7. Case Study: Unified Messaging
Financial Services
Unified messaging on PCs
and PDAs saves traders 25
to 30 minutes/day retrieving
voice mails and responding
to peers and clients.
Benefits
At $125/hour, return is
$10,000 to $18,000 in 1
year.
Hurdle: Complexity of FS
companies: Growth by M&A
leads to complexity in phone
central switching, desk sets,
desktop computing, and
back-end email systems.
“Trader-in-a-box.” Includes choice of mobile devices, integrated UM, real-time feeds from
Reuters, Bloomberg, etc., mobile & desktop video, presence status, IM, ability to switch
from WiFi to cellular (evaluate Divitas application)
77 © Nemertes Research 2009 www.nemertes.com 1-888-241-2685
8. Case Study: Video Conferencing
Manufacturing Firm
Extensive travel, regional,
national and international
Need to cut travel budgets
due to recession
Implemented telepresence
and room-based video
system using HD end-points
Benefits
Results: 30% reduction in
travel with 7 sites, another
18% reduction in travel with
6 more sites.
“Our executives are fairly demanding and they love telepresence, our product teams are
finding value in HD conferencing to speed product development and improve collaboration”
– Sr. Telecom Architect
78 © Nemertes Research 2009 www.nemertes.com 1-888-241-2685
9. “Building Business Cases for IP Telephony and Unified Communications”
Instructors: Robin Gareiss & Irwin Lazar, Nemertes Research
Tuesday, March 23, 2:00 – 5:00 PM
Check out the entire program at www.voicecon.com/orlando/program
