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