March 16, 2010

Planning, Specific Goals Keys to Successful VoIP Deployments

It is really important a new Business VoIP PBX system have the capabilities of and perform as well as the system being replaced or the negative feed back of the system by the staff could severely undermine the deployment. This is obvious.

What is as critical, if not more critical to an effective deployment of a VoIP PBX system is the training systems. The company and the VoIP Provider should have complete, well written and easily accessed, preferably on-line, system documentation. At a minimum, this should include instructions on the VoIP systems basics such as how to answer, transfer, place a call on hold, set up conference conference a calls, and access voice mail etc. A Video library would be very effective.

The second layer of a deployment, implementing new features gained from the new VoIP PBX system, is just as important as this phase tends to be more complex. A company should have these procedures documented and tested prior to installation. This is where management gets the tools that enables greater productivity promised by VoIP. This is also where a deployment can run into trouble if it is not well thought out, planned and tested. Procedures must be in place that document the responsibility for each group of phone users impacted by this new feature. Examples of these new features would be a multi-location call center, a single receptionist that handles calls for multiple locations, or a multi level Auto-Attendant (IVR).

In short, the successful implementation of any VoIP solution should include procedures defining how employees will use the new system and training for those employees.

Original Article: Planning, Specific Goals are Key to Successful VoIP Deployments (view on Google Sidewiki)
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