There are around ten audio conferencing service providers in the Australian market, three years ago there was a great deal of difference between them. Now it is not so easy to spot the difference. The following looks at the main areas to consider when selecting a conferencing service provider.
Conferencing Service Provider = CSP
Product Suite
< p>Most conference calls now take place using on-demand services because it is the most convenient and cheapest way to meet. All CSPs provide this.
There are some small differences between providers but they are so small that 99% of users will be able to use any service. They are pretty much interchangeable.
CSPs all have long lists of features but the reality is that few users utilise anything beyond muting a line, playing back the names of the attendees and locking the meeting.
A few years ago operator managed was an important service but is now offered by fewer CSPs. It's use is really limited to people who can afford to pay a premium over automated services or have really big meetings.
Support
When it comes to support, the biggest factor is the type of conferencing platform used and where it is located.
Good service providers use extremely reliable platforms made by a small number of manufacturers. You should expect to hear one of these names, Avaya, Compunetix, Polycom, Presscom, Spectel or Voyant. If you don't, the CSP is probably using less reliable equipment.
To provide the maximum level of redundancy a conferencing platform should to be co-located with a telephone company's voice switch/exchange. So in Australia look for names like: Telstra, Optus, Macquarie Telecom, Primus, MCI/Verizon or AAPT.
These are basic facts for the conferencing sales person, you can probably draw your own conclusions if they cannot provide an instant answer.
What Kind of Support Do They Offer?
The very least a customer should expect is that there is a speedy response to an enquiry, service issue or account query. If there are service issues they should be addressed and resolved as quickly as possible. The person dealing with any of these should be readily available and knowledgeable.
Do I Trust My Service Provider?
Companies are often very good at selling but weak at delivering. If you have an issue does the CSP tell you what you need to hear or you what you would like to hear?
Are they easy to work with?
This is commonly a big issue for the services provided by the telephone companies who are rarely known for great customer service.
Price
Not so long ago this came in as a distant third in the selection process after product suite and support. Today, with almost identical services on offer, price becomes a much more important factor.
There is a huge range of prices in the market. The telephone companies have the luxury of being the most expensive. They are typically chosen because it saves shopping around.
Do I Like Working With My CSP?
Only you can judge this. Your CSP should provide the product suite you need at a realistic price. They should be easily available and responsive, giving honest recommendations. It should be assumed that the service is reliable.
Product Differentiation
Again, not so long ago there were real differences, now the differences for most users are unimportant. Of course in the land of marketing there will always be a new must have feature that a sales person will endeavour to convince you is or will be absolutely necessary.
For more articles on how to buy teleconferencing, visit http://www.HotAirConferencing.com.au
September 3rd, 2010
Conferencing Service Provider = CSP
Product Suite
< p>Most conference calls now take place using on-demand services because it is the most convenient and cheapest way to meet. All CSPs provide this.
There are some small differences between providers but they are so small that 99% of users will be able to use any service. They are pretty much interchangeable.
CSPs all have long lists of features but the reality is that few users utilise anything beyond muting a line, playing back the names of the attendees and locking the meeting.
A few years ago operator managed was an important service but is now offered by fewer CSPs. It's use is really limited to people who can afford to pay a premium over automated services or have really big meetings.
Support
When it comes to support, the biggest factor is the type of conferencing platform used and where it is located.
Good service providers use extremely reliable platforms made by a small number of manufacturers. You should expect to hear one of these names, Avaya, Compunetix, Polycom, Presscom, Spectel or Voyant. If you don't, the CSP is probably using less reliable equipment.
To provide the maximum level of redundancy a conferencing platform should to be co-located with a telephone company's voice switch/exchange. So in Australia look for names like: Telstra, Optus, Macquarie Telecom, Primus, MCI/Verizon or AAPT.
These are basic facts for the conferencing sales person, you can probably draw your own conclusions if they cannot provide an instant answer.
What Kind of Support Do They Offer?
The very least a customer should expect is that there is a speedy response to an enquiry, service issue or account query. If there are service issues they should be addressed and resolved as quickly as possible. The person dealing with any of these should be readily available and knowledgeable.
Do I Trust My Service Provider?
Companies are often very good at selling but weak at delivering. If you have an issue does the CSP tell you what you need to hear or you what you would like to hear?
Are they easy to work with?
This is commonly a big issue for the services provided by the telephone companies who are rarely known for great customer service.
Price
Not so long ago this came in as a distant third in the selection process after product suite and support. Today, with almost identical services on offer, price becomes a much more important factor.
There is a huge range of prices in the market. The telephone companies have the luxury of being the most expensive. They are typically chosen because it saves shopping around.
Do I Like Working With My CSP?
Only you can judge this. Your CSP should provide the product suite you need at a realistic price. They should be easily available and responsive, giving honest recommendations. It should be assumed that the service is reliable.
Product Differentiation
Again, not so long ago there were real differences, now the differences for most users are unimportant. Of course in the land of marketing there will always be a new must have feature that a sales person will endeavour to convince you is or will be absolutely necessary.
For more articles on how to buy teleconferencing, visit http://www.HotAirConferencing.com.au
