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Effective IP Telephony Implementation and RFP Processes in Legal Firms

This presentation by Dean Leung and Warren Jones outlines best practices for implementing Voice over IP (VoIP) technology in law firms, focusing on critical steps in the RFP process. It discusses two approaches to IP telephony, defining requirements, finding providers, and securing management approval. Key topics include minimum computational requirements, the importance of carrier-grade reliability, cost factors, and the strengths of hosted voice solutions. Lessons learned emphasize the complexity of dial tone and the need for a trusted implementation partner to ensure a successful rollout.

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Effective IP Telephony Implementation and RFP Processes in Legal Firms

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Presentation Transcript

  1. IP Telephony / Voice Over IP Implementation and the RFP Process ILTA 2007 Dean Leung Director of Information Technology Davis & Co. Warren Jones Chief Information Officer Pillsbury Winthrop Shaw Pittman LLP

  2. Agenda • Two roads to IP Telephony • Defining requirements • Finding Providers • Selection • Management Approval • Contracting • Implementation

  3. Pillsbury’s Road Hosted Voice as a Service (VAS)

  4. Pillsbury’s Telecom / Multimedia Environment

  5. IPT Requirements • Minimum Computational Requirement • Single voicemail system • Integrated web / voice conferencing • Improved mobility • Don’t build what you can buy • Don’t invent • Carrier Grade Reliability

  6. Minimum Computational requirement (MCR)

  7. Cost Factors • PBX/MCS equipment • IP WAN • Local and long distance • Routers, switches, batteries • Handset, wiring, closet equipment • IP routing design / optimization • VoIP management infrastructure • Multi-media desktop software

  8. Options Considered • IP Centrex • Hosted Voice as a Service (VAS) • Managed Service • Customer Premise Equipment - a.k.a Purchased

  9. Providers • Best sources • ILTA • Peer Conversations • Google

  10. Selection • Informal • Due to cost & quality requirements list was reduced to three very quickly • Requirements grew as our knowledge grew • One “survivor” after pilot and detailed planning • Kept process competitive until end • Client considerations

  11. Requirements Walk-Thru

  12. Service Options

  13. Hosted Strengths • Complete Core product • Voice, Conferencing, handsets, Multi-media • Clear Focus on Solution • every firm is different • Multiple Solution Options • Feels like a custom product • Efficient Business design • entire process thought out once • Design for scale economy

  14. Hosted Strengths • Contracting - nearly every component is part of a single contract • Simpler service level agreements • Easier to link performance of many related components • Support • One company to call if phones don’t work • Vendor tuned to the midsize business / law firm

  15. Management Approval • Executive summary of goals and options • High level results matrix • Detailed cost analysis

  16. Lessons Learned • Dial-tone is complex • The system is only as strong as its weakest link • Expect a quality implementation will take lots of time • Choose an implementation partner you can trust and feel comfortable working with

  17. Questions ? Dean Leung Director of Information Technology Davis & Co. Warren Jones Chief Information Officer Pillsbury Winthrop Shaw Pittman LLP Blogs www.wjones.com IPT Implementation and the RFP Process

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