Key Questions the CEO Must Address
With various vendors -- from hardware manufacturers to cable companies to the traditional carriers -- rolling out VoIP services options, CEOs would be wise to rise above the hype over features and functions, Keeley adds.
"The debate about voice over IP should be part of the strategic discussion about the value of technology to the enterprise," said Keeley. "For some companies the technology might provide incremental value; others might decide that voice over IP has the potential to drive change of their entire business model."
"Coming to the right conclusion will require some experimentation to explore voice over IP's potential," Keeley said. "But in return, CEOs should expect a rock-solid business case for any major voice over IP initiative."
"Before they get swept up in the hype CEOs need answers to questions that are fundamental to the business," Keeley suggests. "What competitive advantage can we create? How can this technology change our relationships with customers by improving service levels, creating new services or reducing customer churn? Can it have a profound impact on the way we interact with suppliers and partners? Is 'better, cheaper, faster' good enough or should we reach higher?"
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