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Australian Voice FM and IP Centrex Services: A Comparison of SLA and Tariff Structures
Telsyte, March 2005, Pages: 15
Australian Voice Facility Managed Services and IP Centrex Services: A Comparison of SLA and Tariff Structures is aimed at executives (CEOs, CIOs, CTOs and CFOs) who need to understand how these two types of services differ in their handling of the key issues of SLA measurement and tariff structuring.
The Research Note draws on data collected as part of two recent industry profiles, Australian IP Centrex Services (November 2004) and Australian Voice Facility Managed Services (February 2005). It highlights the challenge facing companies trying to choose between the two service models, with important differences between these two markets in their approach to Service Level Agreement metrics and tariff components.
Australian Voice Facility Managed Services and IP Centrex Services: A Comparison of SLA and Tariff Structures draws on analysis of interviews with five IP Centrex service providers (conducted in Q4, 2004), and with 14 Voice Facility Managed Service providers (conducted in December 2004 and January 2005).
Drawing on the research material obtained for these major industry profiles, the new Research Note lets customers examine SLA and tariff structures side-by-side.
In both SLAs and tariff structures, the report finds that IP Centrex service providers seem to favour simplicity over flexibility.
For example, many SLA performance indicators used in the Voice Facility Managed Services market are not yet available from IP Centrex services.
The same is true for tariff models. IP Centrex service providers favour a subscription-based tariff model. On the other hand, Voice Facility Managed Services are likely to take into account many more variables specific to the customer and the service provided.
Furthermore, IP Centrex services frequently include bundling of LAN management and some amount of customer traffic (for example, a bundled number of on-network calls). At this early stage of the IP Centrex market, we believe customers will find it difficult, if not impossible, to derive direct cost and ROI comparisons between IP Centrex services and Voice FM services.
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