16 NOVEMBER 2014 Consulting®

On

The convergence of IT and telecom has changed the landscape of telecommu- nications. In fact, the term “telephony” may be dying a slow death. Today, we’re primarily talking about “communications”… “IP communications.” Taken further, in the current environment, voice is just another application running on your network. This network convergence—voice and data—has opened a whole Pandora’s Box of services and solutions that enhance workforce collaboration and productivity.

MORE, MORE, MORE

With more choices, a more complex environment and more providers, choosing the right telecom services has become even more difficult than ever before. Matching the right solution, provider, and price all at once can be a moving target month-to-month, quarter-to-quarter.

Fortunately, there are consulting firms that solely focus on telecom, doing great work on behalf of clients day in and day out. These boutique consulting firms, sometimes referred to as “agents,” are an inch-wide-and-a-mile-deep in telecom specifically. They understand the players and their offerings, and can accurately align a solution set for you.

GOT YOUR BACK

As opposed to direct sales representatives, telecom consultants work for you. They are solution-agnostic. Their primary concern is the long-term relationship with you. This is how they get paid. Thus, they match the right solution at the right price for your current and future operating state.

They offer unbiased insight and another layer of service and support post-implementation. In an industry notorious for low satisfaction ratings, another layer of service and support is a very valuable component to the consultant relationship.

NOT ALL CARRIERS ARE CREATED EQUAL

Often telecom carriers have core competencies. There are services they offer, and there are services they offer and do well. Good consultants know exactly what each carrier does best. Furthermore, is it not unusual that a single carrier cannot provide all the best services needed in today’s complex environment. Consultants typically work from a large portfolio of solution providers, recommending and specifying what each does best.

Consultants also have ongoing, established relationships that can be leveraged within the industry. For instance, most agents have multiple clients with each provider. These “portfolios” create client-advantageous situations and the fundamental premise of “economies of scale,” which leads to our primary myth buster.