8 Tips for Choosing a Solution Provider for UC

Working with an IT consultant from NORSTAR Networks when deploying a new business phone system allows you to spend more time on running your business and dedicate less time to the inner workings of technology. Solution providers bring expertise to your project and help you maximize your investment. They can offer invaluable assistance in honing your business needs and technical specifications, sourcing the products, installing the phone system, and maintaining your new business communications systems.

But not all solution providers are equal. Some have expertise in particular industries, such as healthcare or education. They may have deep expertise in business consulting or in certain technology domains. They may leave once the IT system is working or they may offer managed services. You need a solution provider that has the right skills and the right chemistry to ensure a successful partnership.

Here are eight questions to ask when selecting a solution provider for your new business phone system.

Does the solution provider take the time to discover your business drivers for upgrading your business communications platform? Your solution provider should have a deep discussion with you about what you want your new business phone system to accomplish. A solution provider should help you understand how the new business phone system will impact your relationships with customers and partners, and how unified communications can help your employees be more productive. Discuss how you will measure the benefits, such as helping your organization be more collaborative, competitive or profitable.
Does the recommended unified communication solution provide a low total cost of ownership and protect your investment over the long term? Does the solution provider outline all of the costs to purchase and support the business phone system over its lifetime, rather than focusing on the upfront costs? Two metrics — return on investment (ROI) and total cost of ownership (TCO) — are typically used at different stages in the purchase process. ROI should be used to justify the business case and secure the budget. Use the TCO metric to help determine which vendor’s product you should purchase. Keep in mind that with today’s rapid refresh cycles for technology, you may want to consider the TCO over three to five years, rather than five to seven years.
Does the provider offer a solution that can be customized to your needs? Do you need to integrate UC capabilities into your business workflow? Can your consultant provide integration with applications such as Salesforce.com, Microsoft Dynamics CRM, or NetSuite CRM? Delve into how easily the UC solution can adapt if your business needs change, such as rapid growth or downsizing, or if you need to add functionality, such as a contact center or mobility.
What’s the best way to compare UC vendors? Ask your solution provider for their perspective on how to compare different vendors’ solutions. For instance, is the UC solution highly complex to install and use, or is it simple and straightforward? Is the UC system deployed on-premise or is it hosted? Can you take advantage of both deployment models? Other considerations in choosing a UC system include the architecture, reliability, the deployment model, the total cost of ownership, and energy consumption. What are your options for desk phones, softphones and docks to meet different workers’ needs? How can mobile devices, such as smartphones and tablets, be integrated in the UC system?
What kind of support and service does the solution provider offer? Determine how much assistance you will need to run the UC system on an ongoing basis. Can your solution provider assist with support? Can they conduct training on the new UC system for your administrators and workers to make sure you get maximum user acceptance? If your organization has multiple locations, ask the solution provider how they will support your business where they do not have a local presence. Many solution providers have remote management tools or they may have relationships with consultants in other locations to support you locally.
How committed is the solution provider to the UC product lines it carries? Not only should your solution provider be experienced in unified communications and networking, but also you should understand why the solution provider chose to carry particular UC vendor (or vendors), and what investments they have made in selling and supporting those UC solutions, including industry and vendor certifications.
Will the solution provider conduct an assessment to ensure your network is ready for the demands of UC? Your solution provider should assess the health of your network to ensure a good user experience for phone calls, collaboration sessions and videoconferences. The network should be monitored for several days to identify any upgrades necessary to make the infrastructure VoIP-ready. The assessment should verify that the right network protocols are supported and that the infrastructure has the performance and capacity to deliver toll-quality voice.If you are planning to support mobility, make sure your wireless LAN has enough capacity and coverage and supports quality of service. Wi-Fi that was designed to support visitors and conference rooms is unlikely to stand up to the everyday use of voice, web conferencing and collaboration on mobile devices.
Can the solution provider provide evidence of satisfied customers? The solution provider should be able to provide proof of satisfied customers that are using the same solution, including case studies and peer references. Can you do reference checks with selected customers in your industry or with a similar deployment?

ShoreTel gives customers a broad choice of qualified partners. Our solution providers have a true commitment to IP telephony and unified communications, and ShoreTel works closely with our reseller partners to ensure that they are trained to sell and service the solution. Contact NORSTAR Networks at 800-228-1308 or email bflanagan@norstar.net