DPRO Jay Lassman

Transcription

1 Jay Lassman Product Report 19 February 2003 PingTone Summary PingTone offers an IP-based hosted communications service that includes station-to-station, local and long-distance calling; high-speed Internet access; and unified voice mail, and fax messaging. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations User Opinion Recommended Gartner Research Insight List Of Figures Figure 1: PingTone Network Topology Figure 2: Out Dial from Contact Manager Figure 3: Directory and Voice Mail Figure 4: Call Log and Personal Assistant Figure 5: Voice Mail Message Figure 6: Contact Information Figure 7: New Call Information Figure 8: Journal Entry Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters PingTone Corporate Headquarters Dulles High Tech Area Sunrise Valley Drive Herndon, VA 20171, U.S.A. Tel: Fax: Internet: Overview PingTone Communications combines components from Cisco Systems, Sun and others with its own expertise in data networking, telecom and telephony applications to deliver a Centrex-like hosted communications platform focused on integrated IP telephony services for enterprise customers. Functioning as a managed services provider, PingTone sets up and manages a single platform that, using a personal computer or IP telephone, supports combined access to: Local and long-distance calling A high-speed Internet connection Unified , fax and voice mail messaging PingTone s solution can reduce the complexity and expense of using multiple service providers while increasing the functionality of existing applications. For example, from a single interface, Microsoft Outlook users can retrieve and forward voice mail, and fax mail as they would a simple . To support this service, PingTone s offer includes: A carrier-grade, network-based delivery platform comprised of components from Cisco, Microsoft and Sun T1 connectivity Redundancy and 24x7 support Scalability from a few to a few thousand users Telephone features linked to applications like using the Outlook address book for point-and-click dialing One fixed monthly rate per user Analysis PingTone operates a carrier-grade, standards-based IP network platform comprised of network components such as call controllers, servers, data switches and data routers. These network components reside at PingTone s point of presence (POP) in each market that PingTone serves. The POP receives the data packets carrying both voice and data over a T1 facility from the customer s location, then routes the packets to their intended destinations, depending on the service and feature requirements. Voice 19 February

3 traffic never touches the public Internet, but is carried over private managed data facilities and the public switching network, resulting in high-quality voice. PingTone Configuration Figure 1: PingTone Network Topology The PingTone network can serve thousands of customers from a single platform, with PingTone managing the redundancy, security and scalability of the system. The efficiency of delivering service from this open platform allows PingTone to incorporate new features while its users benefit from conservation of capital. Call Quality PingTone s service has a built-in call-quality-management capability that enables PingTone to deliver the same voice quality associated with time-division multiplex (TDM) private branch exchange (PBX) systems and traditional Centrex. This unique tool monitors every call and applies a voice quality score. Should this score fall outside of call quality levels customarily expected by users, PingTone s network operations center is able to apply corrective action. IP Telephones In partnership with Cisco Systems, PingTone supplies customers with Cisco IP telephones and integrates these telephones with end-user PCs. Traditional telecom services are supported as well as point-and-click applications such as PC-originated inbound call answer, outbound dialing and voice mail access. IP 19 February

4 telephones simply plug into the customer s LAN, and the customer connects to the PingTone network via a data T1 that is provided by PingTone. Other telephony applications provided through the PingTone network include basic enterprise functions such as call forward, transfer, speed dialing, conferencing and four-digit dialing; enhanced features include unified messaging, virtual station, click-to-dial from a contact manager and follow-me service. PingTone services integrate with any industry-standard Telephone Application Program Interface (TAPI)- compliant contact manager such as Microsoft Outlook to perform click-to-dial and unified messaging functions. System Requirements The following summarizes facilities and equipment that customers require: A dedicated T1 for local, long-distance and high-speed Internet access that PingTone provides Cisco IP phones* and TAPI compliance Router and switch*, as required Customer-provided 100Base-T LAN *These are purchased separately through PingTone s partners and are not included in the flat monthly fee. Capabilities PingTone s service includes the following capabilities: Unlimited local calling Unlimited domestic long distance High-speed Internet access Virtual nonblocking network, with no restrictions on simultaneous number of calls Public switched telephone network (PSTN) interconnection Network operator assistance Emergency 911 and caller-id compliance Desktop portal, , voice mail and fax mail All provisioning, management and administration PC Integration PC and telephone integration allows users to perform all call functions from their PCs, plus the following: Individual speed-dial programming from the desktop Click-to-dial capability from standard contact software, such as Outlook and ACT. Visual access to phone directories and voice mail Call logs that detail all outbound, inbound and missed calls Voice mail that allows return call launching with a click 19 February

5 The following three figures are screenshots that depict how users can personalize the integration of their PCs with PingTone call functions. Figure 2: Out Dial from Contact Manager Figure 3: Directory and Voice Mail 19 February

6 Figure 4: Call Log and Personal Assistant Unified Messaging PingTone offers unified voice mail, fax mail and messaging by interfacing directly with a customer s current software application. This provides users with the following capabilities: Single point of storage and access Fax directly to the desktop Call and fax forwarding Remote access and response to voice messages Use of current Outlook, Goldmine or ACT client via TAPI The following four figures are screenshots from PingTone s unified messaging graphical user interface. Figure 5: Voice Mail Message 19 February

7 Figure 6: Contact Information 19 February

8 Figure 7: New Call Information 19 February

9 Figure 8: Journal Entry 19 February

10 Distribution and Availability PingTone s distribution network includes Cisco s direct sales force and channel partners in select markets, Cisco value-added resellers (VARs) and a growing number of other VARs. The offer is targeted at a wide range of government and business customers, including financial services organizations, insurance companies, commercial and residential real estate offices, computer integration and IT consulting companies, professional associations and law firms. Service is currently available in the Washington, D.C.; Baltimore, Maryland; New York; New Jersey; Philadelphia; Connecticut and Boston metropolitan areas, with PingTone planning to expand into the top 28 U.S. markets during Pricing PingTone s product suite is designed for organizations with 20+ telephones and multiple office sites. For a flat-rate of from $50 to $75 per station, voice and data services consist of customer equipment, network connectivity, PC integration and unified messaging while including unlimited local and domestic longdistance calling and Internet access. GSA Pricing No. Competitors PingTone considers traditional Centrex providers like Verizon, SBC and Bell South as core competitors. While subject to change over time, the following lists snapshots of representative small service providers that are also competitors of PingTone: 19 February

11 Appia Services ( Michigan-based; offers IP Centrex in Michigan and Illinois only. Cbeyond ( Georgia-based; focus is IP Centrex. Ceristar ( Utah-based, appears to serve Utah only Go Beam ( based in California; does not offer IP telephony services for a flat rate and does not provide customers with a bundled offering. Kancharla ( based in Alabama; serves the southeast U.S. only. M5 Networks ( New York-based and serves Manhattan only. Talking Nets ( North Carolina-based and only offers IP Centrex; does not offer IP telephony services for a flat rate and does not provide customers with a bundled offering of unlimited local and long-distance calling, Internet access and unified messaging. Strengths No capital outlay for PBX or IP-PBX equipment or for unified messaging platform. Minimal need for in-house expertise. Lowers cost for administration of moves, adds and changes (MACs). Enhances capabilities of existing applications. Improves return on investment by using the same infrastructure for voice and data communications. Redundancy included. Highly scalable, with linear increase in cost based on number of added stations. Limitations Long-term viability of PingTone not yet established Availability of PingTone service currently limited to a few markets Implementation of enhanced features currently requires Cisco s most expensive IP screen phone. Decision to employ a hosted solution requires an in-depth financial analysis as well as the need to comply with corporate policy and culture concerning capital expenditures for equipment vs. outsourcing. User Opinion Gartner informally solicited opinions from several users who were asked to rate PingTone on a scale of 1 to 5, with 1 being the lowest rating and 5 the highest. The average unweighted score was 4.2 for responses in the following categories: Installation 4.5 Training 4.5 Documentation 4.0 Service/Support February

12 System Administration 4.0 System Performance 4.0 System Reliability of Hardware 4.5 Software 3.5 Overall 4.0 Summary of User Comments Responses included the following quotes. Particular features/functions you like? All voice mails and digital faxes are sent directly to my address. For users who often work out of the office, this can be an extremely efficient tool to quickly access, forward and file all the traditional forms of communication , voice mails and faxes, in one location your box. Flexibility and convenience with receiving voice mail from anywhere in the country using as little as a standard 56-Kbps modem. Via any contact management system that supports TAPI (such as Microsoft Outlook or Interact ACT), an icon can be clicked to dial the phone for you and set up a note so that you may document the nature of the call. The savings on the local and long distance have been tremendous. Multiple person conference calls are easy to set up and with no additional costs. Simplified billing and predictable costs are most beneficial. Telephone features like caller ID, call logs are very helpful. Particular Features/Functions You Dislike? Documentation on all the capable features including any new features that are on the market are lacking. It would be beneficial to have a newsletter on a quarterly basis discussing new features and or software that can be used on the system. Stories on how other companies are using the system would be helpful. Service can still be flaky at times. Calls get dropped, poor voice quality interferes with conversations. This is becoming less and less frequent, but it does contribute to a lack of confidence in the reliability of the service. Would You Recommend This Product? We have enjoyed the capabilities of this product as well as saved thousands of dollars that; we have already recommended it to three of our business partners as well as our clients whom have installed it within their facilities. The last thing you want to do as a solutions company is recommend a solution to your clients that is not a proven successful. 19 February

13 Yes, under certain circumstances. Where a company is looking to cut costs significantly and has a medium tolerance for instability, the PingTone service is great. In an environment where 100 percent uptime is critical, other solutions should be pursued. General comments [We are] an IT business solutions company. It s our mission in life to recommend, design and implement solutions to our clients with a proven success model. PingTone has accomplished that with their model. Recommended Gartner Research Centrex Introduction: Traditional and IP, DPRO PBX vs. Centrex Comparison, DPRO Insight The rollout of IP Centrex by incumbent local exchange carriers (ILEC) and others has been sluggish, at best. In the meantime, PingTone is off to a solid start with its own IP-based hosted solution that offers more than traditional Centrex. For example, services like point-and-click directory dialing and unified messaging are available without the need to lay out excessive startup costs. Additional value-added possibilities could come from implementations of computer telephony integration (CTI) and Extensible Markup Language (XML)-based applications that would also be affordable for small and midsize customers. In short, PingTone s offer should draw lots of attention from a wide range of organizations wanting to implement converged voice and data technology with minimum capital outlay. 19 February