How to Launch a VoIP Service Provider

By: Micah Singer (News - Alert)

The frequency of services being introduced to the market that leverage VoIP technology is accelerating. The majority of the ‘killer’ Voice 2.0 applications use VoIP in concert with mobile networks and the traditional PSTN. So whether you are launching a standard consumer VoIP service, or a much more complex integrated, converged application, here are six simple “rules of thumb” as you prepare to launch (or re-launch):

1. The Team. It is of the utmost importance to ensure that a solid, experienced project manager is leading your team, who understands VoIP engineering and who has a clear plan for customer support services — which often is more time intensive than anticipated. Even when working with an outsourced provider, you will most likely want to keep technical understanding of the mission-critical systems in-house. If systems integration is required, then a person knowledgeable about your legacy systems should be on the team as well.

2. IP Network. If you choose to run your VoIP service over the public Internet, then you need a target customer base that technologically savvy (it’s not working because the DSL isn’t working!), as there is a limit to what customer service can do to remedy repeated problems. If you choose a pricey MPLS or private network, make sure it works as well as the PSTN and take your 100% uptime goal seriously.

3. Offer Logic and OSS. This is where the marketing magic meets the technology. To be successful, it is essential to develop a pricing and marketing strategy that can be supported by your underlying systems, and presented and managed by all actors — end-user, group manager, customer service, management — with proper access and control. End-user customers will not tolerate underperforming Web applications.

4. Billing/Payment. BSS — Business Support Systems — billing and collections integration with the overall management infrastructure allows scalability, but is often expensive when you first start out. Many carriers start with a very easy flat rate model with no moving parts, which is most likely your best option (unless you invest some time and money in a flexible system that can anticipate changes you might need to make).

5. Keep it Running. Your team and your network of outsourced partners, including collocation facilities hardware vendors and system vendors, and the ability of your in-house technical staff to access information and alerts in a timely manner, are crucial. It is smart to keep customer support speaking with engineering internally, and to be very structured in upgrading to new software versions on core systems (have a rollback plan, for instance).

6. Make it Sizzle. There are lots of really innovative and useful ideas out there for service providers — one number, click-to-call, ad-supported VoIP, voicemail-to-text, voicemail to email, etc. — come up with your idea. Many of the current crop of Voice 2.0 service providers are recycling older technology integrated into some newer systems. What this means is the technology integration to make it sizzle might be within your budget. IT

Micah Singer is CEO of VoIP Logic (www.voiplogic.com), a global provider of VoIP managed services and solutions. The company enables telecommunications service providers worldwide to build and manage customized, flexible and scalable IP telephony rollouts. From VoIP managed services to its award-winning Cortex® middleware system, VoIP Logic provides a comprehensive set of on-demand solutions for service providers looking to use VoIP technology.

http://www.tmcnet.com/voip/0408/service-creation-for-service-providers.htm