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Wednesday, September 20, 2006
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Customer Satisfaction With IP-PBX Installation & Implementation Service Ushers In Convergence Services Market Participation
 PR Web September 20, 2006 Parsippany, N.J. In its recently published “InfoTrack for Enterprise Services – Professional Services Track” report, InfoTech, part of The Telecom Intelligence Group, reports that “blocking and tackling” (attention to operational detail and processes) is critically important in achieving success in the emerging world of convergence Professional Services.
“IP voice and convergence has opened the data-networking Professional Services market to traditional voice vendors,” says Warren Williams, vice president/senior program director, services at InfoTech. “This opportunity has been expected. However, IP-PBX vendors may not be aware that there is a direct correlation between the level of customer satisfaction with the installation and implementation of the application and the likelihood that the vendor also will be considered for other networking Professional Services opportunities.”
Williams adds, “Even though training remains a sore point in customer-satisfaction ratings, vendors have improved in the more convergence-oriented professional-service elements of installation and implementation, including risk analysis and business continuity. Although they may continue to invest money in trying to expand into convergence-related Professional Service areas, vendors that have not achieved high customer-satisfaction levels with the basics of installing and implementing an IP-PBX have no chance of competing for this opportunity.”
Professional Service buyers develop service-provider perceptions based largely on personal experience. Convergence opens Professional Service opportunities for traditional voice vendors, but these service providers could be disadvantaged by delivering other Professional Service activities, such as IP-PBX installation and implementation, in a “business as usual” manner. All Service Providers with aspirations to compete in the expanding convergence Professional Services market must ensure the operational excellence and high customer-satisfaction ratings if they are to be successful.
“The direct correlation between high IP-PBX installation and implementation customer satisfaction and the potential to win additional Professional Service engagements is unmistakable,” Williams concludes.
Source: InfoTrack for Enterprise Services, September, 2006
For more information about the “Professional Services Track” report, please visit http://www.telecomweb.com/iespro2report/.
For more information about InfoTrack for Enterprise Services, please visit http://www.telecomweb.com/marketresearch/enterprisesvcs/ or contact Mike O'Neill at moneill@telecomweb.com or 973/602-0114.
About InfoTech
InfoTech, part of The Telecom Intelligence Group, publishes six comprehensive, primary research studies each year as part of its InfoTrack for Enterprise Services (IES) program. Its Managed Services track focuses on the decision process for purchasing managed services and factors influencing vendor selection among services decision-makers in end-user organizations, examining 28 separate services worldwide. InfoTech’s other IES program tracks focus on the market for professional and maintenance services.
About The Telecom Intelligence Group
The Telecom Intelligence Group includes market-intelligence provider InfoTech; TelecomWeb and TelecomWeb news break; e-letters Wireless Business Forecast, Broadband Business Forecast, Inside Digital TV and Telecom Policy Report; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about The Telecom Intelligence Group, please visit www.TelecomWeb.com.
Contacts:
Debra Baker, managing editor, dbaker@accessintel.com
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