Unified Communications for the Enterprise

They have 14 locations nationwide and came to Smoothstone to incorporate them all on one seamless network. I personally trained most of these locations remotely, via a series of webinars, or through on-site training and have to say it was a pleasure meeting and working with their employees.

WTAS required an entirely new communications infrastructure from Smoothstone, which meant we had to train users on a wide range of our products and services, such as Cisco IP handsets, our web-based Phone Control, Console Assistant for the receptionists and Executive Assistants and a massive WAN Network. All locations are now connected via 4-digit dial, which will save WTAS an enormous amount on long distance charges!

So, in a nutshell, we are up and running at all WTAS locations and are happy to have them aboard as part of the Smoothstone family! BTW, the attached picture is a skyline view of Philly from the NJ side. The city of Brotherly Love!

Until next time...

This week I am attending a regional sales conference for Avaya. Smoothstone recently became a Gold level partner in Avaya's DevConnect program and we provide a SIP Trunking solution that works with their systems. We are working to establish new relationships within their various sales channels.

As I get to know and talk to these folks, I am amazed at the challenges they experience in finding the right providers to help their customers make the full shift to IP communications. Uncertainty and confusion has led to hesitancy, which can really hold a business back and let their competition get a leg up on them.

They have mentioned challenges with carriers and providers not having adequate coverage, or pricing that is inflated because they have to charge more for locations outside of their core network. They also have mentioned that they have struggled finding that one provider who can do it all for them-provide a reliable data network solution and a robust set of telecom services that scale to their customers' needs.

That is where Smoothstone comes in. We explain how Smoothstone provides a fully-managed nationwide MPLS network, over which we deliver enterprise-level IP communications solutions, including SIP trunking, managed network security and contact center. The response we have gotten has been remarkable, with the Avaya representatives wanting to learn even more so that they can introduce our solutions to their business partners.

And what is perhaps most compelling to them is our statistic that, in 10 years of business, we maintain a 99% customer retention rate, which is unheard of in our industry. This fact demonstrates that we are a trusted partner that they are comfortable bringing to the table as they sell Avaya phone systems.

This is evidence that strategic business partnerships can be mutually beneficial and really help businesses provide a more complete offering. Smoothstone does just that, working with a number of VARs, resellers, and system integrators as their service provider of choice. To find out more about Smoothstone's partner program, click here.

John Wesselman

I just came across a very powerful article, "Managed service providers: Outsourcing unified communications applications" written by Katharine Trost of Nemertes Research, that presents numbers that indicate that the Unified Communications (UC) boom has only just begun. What was even more interesting is that there is a dramatic increase in organizations considering a UC implementation through a managed service provider (MSP).

Here are some of the important facts that she presents:

• Leaner IT departments - "67% of organizations are decreasing their IT staffs, by an average of 17%."
• Increased adoption of UC - "In 2007, just 17% of organizations were deploying UC, meaning they were using at least one unified communications application. By 2008, that figure increased to 47%. This year, that number has grown to 60%."
• Considering an MSP for UC deployment - "65% of organizations are using, or evaluating, some flavor of managed services at one or more of their locations. That's quite an increase from the 46% we saw in 2007, and 27% in 2006.
• Switching to an MSP after challenges of self-deployed UC - "Generally telecom staffs use an MSP after finding IP telephony more difficult to manage than expected, especially on a 24 × 7 basis." 

As indicated in the article, the managed/hosted UC business sector is poised for great things. It amplifies the question we at Smoothstone have asked prospective customers for years: "Why would you want to implement, manage and maintain your communications platform yourself, when we can do it for you- better, more reliably and with a lower overall total cost of ownership (TCO)?"

Well, the people have spoken and their actions answer that question quite well. There IS a better way!

Contact Smoothstone today at (800) 773-3037 to learn more about the many ways our Managed Unified Communications solutions can transform your enterprise communications infrastructure.

John Wesselman

One of the biggest hurdles that faces new technology is the courage to adapt. This idea of convergence makes some companies nervous, because this Voice Over IP (VoIP) movement is a big step into unfamiliar territory. However, VoIP and Unified Communications have not only become a more productive and reliable means of communication, but are incredibly cost-effective as well.

Recently, AT&T told the FCC it was time to reevaluate the traditional phone system and explore transitioning to a purely IP-based communications network. They stated the death of landlines was a matter of WHEN, not IF, and asked for a firm deadline to pull the plug.

Historically, this is incredible. AT&T, founded from the very invention of the telephone and one of the largest carriers in the world, declared to the FCC that "with each passing day, more and more communications services migrate to broadband and IP-based services, leaving the public switched telephone network (PSTN) and plain-old telephone service (POTS) as relics of a bygone era."

They continued, "It makes no sense to require service providers to operate and maintain two distinct networks when technology and consumer preferences have made one of them increasingly obsolete."

Pretty powerful statement. At Smoothstone, we've been preaching this message for over a decade, so we couldn't agree more. And our clients seem to agree as well, as over 99% of the ones who have joined us are still enjoying IP communications from us today.

We are thrilled to have been nominated, and to have made the finalist list, for the Network Products Guide (http://www.networkproductsguide.com) 2010 "Hot Companies & Technologies" list. 2009 was another year of strong growth, winning some great new clients away from "the big guys" with our innovative cloud based Unified Communications solutions and maintaining our outstanding customer retention rate of over 99%.  Watch the press releases for more details on 2009 performance.  In the meantime, thanks for the nominations!

In today's iPhone-crazed, touchy-feely world, the user experience is at the top of list when it comes to choosing communications technology. Quite simply, it is all about the user interface!

Apple has spoiled us with their simple, yet intuitive, interfaces, continuing to innovate at an unprecedented level. Others can try to keep up and have impressive features, like the Android-based phones, but ultimately fall short with the overall user experience.

While Apple doesn't play in the enterprise unified communications space, there is no shortage of applications and services that can give you that highly-desired "touchy-feely" vibe. And these hands-on tools cover a broad audience, with job-specific features.

• Workers have control of their phones like never before. Most of today's systems offer web-based interfaces that allow users to manage voice mail, view call logs, establish call screening/routing rules and utilize click-to-call directories-a far-cry from the rotary phones of old.
• Call center agents a better able to serve customers, with the addition of real-time call queue statistics, status controls on the desktop and direct CRM system tie-ins with screen pop-ups of a caller's information. This makes agent interaction with customers more personal and the conversations more meaningful and fruitful.
• Managers can benefit from a wealth of business-centric call management reports, giving them an overview of employee activity. They can monitor business trends and identify opportunities to improve overall efficiency.
• Traveling employees ("road warriors") can utilize softphone technology to remain closely tied to their office, no matter where they are. Using a laptop application and an internet connection, they simply plug in a headset and they are making calls, as if they were on their phone in their office.

The bottom line is that enterprise communications manufacturers and providers see the light and have developed technologies with the user experience in mind. No longer is it just a phone on your desk, but a sophisticated tool, with powerful controls, designed to optimize communications and allow users to work more efficiently.

John Wesselman

Any technology is subject to increasing vulnerabilities, as the "art" of hacking has evolved into a big business.  The increasing use of technology to run a business today ensures that any company must not only be on guard but assertive in it's endeavor to protect it's critical infrastructure.

VoIP has seen an increase in the number of vulnerabilities in the past few years, however the rate of discovered vulnerabilities has been mild compared to the adoption rate of VoIP  In addition, vulnerabilities in other areas, such as simple Internet browsing, has increased at an alarming rate.  IBM X-Force put out a report that vulnerabilities in terms of malicious website infections has increased 508% in the first half of 2009 alone. 

According to a 2008 US-Cert survey, the most common security incident was phishing, including unauthorized scans and probes. Many times hackers will spoof a reputable business, and when a VOIP network is the victim, the hacker can call customers demanding money. 

The concern over VoIP vulnerabilities is justified, but should be measured against the overall risk of using technology in general - the picture should be viewed holistically.  Additionally, many VoIP providers today leave Security as an afterthought, combining both Internet and VoIP network traffic as well as using public network transport as part of the connectivity solution.  The existence of the vulnerability itself is not necessarily a problem.  But a VoIP provider must be proactive, using the latest security measures, such as MPLS, hardened infrastructures and a well-executed Information Security program, as well as a vulnerability management system..  A well architected network infrastructure utilizing best practice implementation and management standards, ensures any vulnerabilities in VoIP or other technologies is remediated before going into production, while isolating any new vulnerabilities arising in existing production systems.

At Smoothstone, we utilize a secure MPLS network, blocking traffic both at perimeter points as well as port-level.  Each VoIP network is secured through SmoothstoneSECURE, which filters traffic for viruses, intrusion attempts, as well as providing web filtering to combat the quoted 508% increase in web surfing risks.  Smoothstone also employs a robust vulnerability management solution, ensuring our systems and services maintain a secure profile.  SmoothstoneSECURE customers enjoy a hardened and monitored infrastructure which is second to none in the VoIP industry, and represents the standard by which a company should evaluate the adoption of VoIP.

Smoothstone's CEO, Paul Borgman, was part of a select group of business executives invited by Louisville Mayor Jerry Abramson to generate ideas for stimulating the economy and creating jobs. This round-table meeting was one of many held across the country at the request of President Barack Obama, and those suggestions would then be shared with the White House.

During this meeting, Paul discussed his views on this important discussion and how Smoothstone could help significantly reduce enterprise communication expenses though cloud-based unified IP communications.

As someone once said, "change is good"-especially when the changes can allow you to come out as a hero. By improving network performance and freeing up IT resources for "bigger and better" things, MSPs, like Smoothstone, can make you the hero you always wanted to be.

Shift to Cloud-based Services

The proliferation of cloud-based applications and services has created a shift in the focus of IT departments, freeing them from hardware infrastructure maintenance (servers) and allowing them to focus on truly business-impacting initiatives. However, with this shift comes a greater emphasis placed on the reliability of the data network and ensuring that the network performs optimally.

Managed Service Providers are the Answer

Many enterprises have made the move to Managed Service Providers (MSPs) to provide networking services, like Smoothstone's Managed MPLS service, that are designed to deliver business applications and communications services, like VoIP and video. There are several drivers that influence the decision to outsource network management. 

First of all, you have the simplicity of dealing with a single vendor to provision, manage and troubleshoot the entire network, instead of dealing with multiple carriers and hardware vendors. This reduces the time spent by IT departments coordinating the efforts of 3rd-party vendors and eliminates finger pointing among these vendors.

Secondly, you are able to take advantage of best-of-breed solutions that your company might not otherwise be able to cost-justify. Since MSPs providing a managed network represent a significantly larger pool of users, across multiple companies, they take advantage of the economy of scale to drive down costs and provide more options with multiple carrier relationships.

Third, MSPs offer powerful tools that make it very easy for IT staff to monitor and manage the services they purchase, including overall network health and utilization, device-level statistics and application-specific performance reports. Smoothstone's Netstalk is a great example of this, delivering IT managers and executives a comprehensive view of their network performance and empowering them to make quick business decisions.

Lastly, MSPs function as an extension of the existing IT staff to provide an additional, specialized level of support. Working together the MSP ultimately amplifies the organization's IT department, whether it is lending an extra layer of expertise to delivering 24/7 proactive monitoring and maintenance, as Smoothstone's NOC does.

Keeping up with the changing world of IT doesn't have to be hard, especially when there are options that allow your organization to run more efficiently and make things easier on you. MSPs, like Smoothstone, can do just that. Now, go get your favorite pair of Superman Underoos out of the drawer and put them on, because you ARE a hero.

John Wesselman