There are three types of savings an organisation can make from a convergent solution: call costs, infrastructure and productivity.
Savings delivered through convergence
Although call cost savings are the easiest to measure, they provide the least scale for savings. More benefits can be derived through infrastructure efficiencies and productivity.
Infrastructure savings are delivered through fixed-line replacement strategies and green field site deployments. This impacts the CAPEX and ongoing OPEX requirements of owning a fixed and mobile fleet.
Productivity and improved business processes, whilst providing the greatest opportunity for organisations to derive benefits from convergence, are also the hardest to quantify. For example, while a converged voicemail solution may save an employee five minutes of effort a day, the real benefit may not directly be derived through having an extra five minutes for ‘productive’ work. The benefits may, in fact, be delivered through customer satisfaction and repeat business as a result of improved response times. However, most businesses now measure customer satisfaction as a key performance indicator. Therefore, the increase in productivity and potential process re-engineering which can be achieved will have a positive impact on customer satisfaction levels.
Extending fixed line call features to mobile handsets
Reducing call costs
Improving the responsiveness of the business
Delivering control – for instance, for compliance with FSA regulations
Ease of extending capacity
The use of converged solutions also enables the workforce to be more productive through functions such as mobile access to direct dial extensions and conferencing. Employees are able to respond faster to voicemails, and benefit from reduced telephone tag as they are able to answer more calls first time. Specific productivity gains are illustrated by the following examples:
Consultants within a Healthcare Consultingcompany achieved a 10 to 15% productivity gain as a result of reduced telephone tag.
Carers at a Home Care Servicescompany achieved time savings of 60 minutes each day per employee due to fewer voicemails, more calls answered first time and reduced telephone tag.
A specialist call centre within a Travel Insurancecompany handled 25% more calls as a direct result of increased responsiveness of staff.
A Universityachieved one hour time saving per day for IT support staff, minimising delays in reaching colleagues to issue job instructions or resolve issues.
Within a Hospital, nurses were able to save at least 10 minutes each time they retrieved patient results, by being able to access and check results irrespective of location within the hospital.