1. Do we have a quality relationship with our existing VAR/integrator?

A large number of enterprises will determine that remaining on their current vendor’s system platform will be the most practical IP Telephony (IPT) migration solution, allowing them to retain existing digital phone sets and other hardware. This typically puts the incumbent VAR in a strong position to remain the enterprise’s solutions partner, provided that it has delivered a high level of service in the past and has demonstrated success in migrating customers to IP.

Research conducted through a series of interviews with Info-Tech clients indicates that switching providers for reasons of moderate cost savings is risky; common complaints include inadequate planning and the usage of inexperienced staff. Put simply, the grass is not always greener on the other side. Telephony is a critical business service and the value of having already identified a capable and proven technology partner should be recognized.

2. Does the VAR/integrator have extensive experience with IP solutions?

The nature of deployment and support for IPT is considerably different from traditional TDM telephony, requiring experience and skill sets in IP network design, management, and diagnostics. Traditional telephony specializations are less relevant, and both prospective VARs/integrators and incumbents need to exhibit IPT capabilities on-staff, also showing that they have had success completing and supporting IPT deployments to warrant consideration. Ideally, shortlisted organizations will also have operated in similar vertical environments and can provide customer references from past IPT deployments and/or arrange site visits to substantiate their claims.

3. Where is the VAR/integrator’s vendor priority or allegiance?

It is not uncommon for telephony VARs and integrators to offer solutions from competing IPT vendors. However, the level and quality of support they provide – and receive from vendors, as a channel partner, for different solutions – will likely vary. For example, a large company may offer IPT solutions from both Vendor X and Vendor Y, but be more heavily leveraged from a staffing perspective – and influenced from a sales standpoint – to deploy and support Vendor X. The quality of deployment and maintenance services and the level of regional coverage it offers for Vendor Y may be limited as a result. In this case, the company’s size is not necessarily reflective of its ability to support the Vendor Y product and it may fare worse than a smaller player who specializes solely in deploying and supporting that vendor’s portfolio.

4. Where is the VAR/integrator headed in the long term?

A vendor evaluation is incomplete without a detailed look at the history of the company and its track record of success. Beyond discussions with the vendor’s representatives, conferring with local industry peers and consultants who have prior experience dealing with the company will be beneficial.

In addition, because most enterprises implementing IPT today are looking beyond a simple voice solution, the additional capabilities of potential VARs/integrators – namely software and applications expertise – are becoming increasingly important factors. Depending on the business, different convergence opportunities – from something as straightforward as unified messaging to something as complex as an IP contact center application – may be under investigation. Enterprises should look at what services their potential partner is offering today, what capabilities it is actively developing, and what solutions it is planning to incorporate into its broader portfolio.