A new business communications paradigm?
We’ve been on the road “evangelizing” Microsoft Response Point to the telecom and technology communities. At IT Expo East in Miami, Southern Alberta Microsoft User’s Conference in Calgary, Vancouver’s Small Business Server presentation and on national webcasts we’re talking about how Response Point has the potential to create a new paradigm for small medium business communications. Now, ironically, it’s similar to a paradigm change created by a technology industry icon about 25 years ago when Michael Dell gave us a new way to buy our computers. I think it really says something negative about the culture of the telecom industry that it still has not gone through this kind of “empowering the customer” transition 25 years later. Also interesting that it looks like it will be players from the software/IT community that will drive this paradigm shift in the telecom industry. It seems that the telecom carriers changed focus to the lucrative growth areas of wireless and broadband leaving wireline business communications in the 1980’s. Think about it, you got voice mail, IVR’s and auto-attendants in the 1980’s. If you’re a small medium business you likely still have the same telephone deskset you had in the 80’s and it doesn’t do anything more today than it did then. Think of what’s happened to computers and cell phones during the past 25 years; it’s pretty unbelievable we’ve seen so little progress in small business office phone system technology.
This is why Response Point has the opportunity to be such a game changer and create a new paradigm in office communications. Microsoft has got a number of foundational elements incredibly right and created a product platform for real change and improvement. What are these foundational elements?
1. First of all, Response Point is really just software. Sure, the Microsoft Response Point team were smart enough to recruit world class OEM telephone equipment manufacturers (and commit them to Response Point specific endpoints) but Response Point is not about physical handsets, it’s software. Why is this important? Because software is a high margin product that can be sold cheaply with scale (as Microsoft knows from it’s beginnings) and that evolves and improves quickly with upgrades. We’ve seen two major service pack releases from Microsoft within the past eight months and the Response Point team is hard at work on Version 2.
2. Easy-to-use integration with the computer with features that small medium business users want and need. I’m old enough to remember back in the eighties, we were all looking forward to desktop integration when it was called CTI (“computer telephony integration”) and done with protocols called “tapi” and “mapi”. The only people who wound up getting integration with features like call display screen pops, click to call, and links to contacts were call centre agents at companies spending tens if not hundreds of thousands of dollars to enable these features. Response point does it with a simple application called “Assistant” that sits in a small window on the desktop and covers everything from incoming call display, to click to dial contacts, voice mail and call forward settings, and green or red buttons indicating whether other system users are on or off their phone.
3. Voice Recognition. What might have been gimmicky but kinda cool is turning out to be one of the real practical productivity improvement features. Imagine no more phone numbers, local extensions or * codes to remember. Just push the blue button and say a name to transfer a call. Or, imagine how happy customers might be when they call, say the name of an employee or department and are immediately, automatically connected. And one more, dial in to your system, ask Response Point to call someone from your Outlook contacts and it places the call. (This eliminates your cellular toll charges, by the way)
4. Mobile integration. The call settings in “Assistant” on my desktop allow me to have my direct number forwarded to any other number immediately or after a set amount of time so it’s dead simple to have my calls ring a couple of times at my desk and then to my mobile. If my calls go to my voice mail, I get emailed with the caller ID and the message. Program my mobile number as an “external number” in Response Point and it treats me like an internal caller whenever I dial in giving me the ability to place calls, internal or external with voice commands or by dialing. Simple, effective high value feature set. (note: Microsoft should add time of day settings to Assistant call settings the same as they did to the Auto-Attendant in SP2)
5. Incredibly Easy Administration. Microsoft has moved telephone system administration out of the closet and on to the computer simply and elegantly. It would be hard to overstate the simplicity of administrating the system so I won’t. If you can read and type then you can move, add and change phones and users to your heart’s content. There is also a vibrant, enthusiastic community of Response Point users rapidly emerging to create and share resources. See http://www.microsoft.com/responsepoint or SMBNation, telephonation.com, SIPthat.com or the LinkedIn Response Point group for a few good examples.
6. Brand & Vendor strength. This is important. There have been other good products emerging in the small business phone system market (IP-PBX), predominantly from the open source community BUT they’re from companies still unknown to the majority of small medium businesses and most of them have not done as good a job as making the product as easy to use as Microsoft has. Let’s face it, it’s a lot easier to get your product on the desktop when you already own close to 90% of the desktop software market.
7. Price. I could have led with this but I saved the best for last. Response Point is tremendously well priced for a business phone system, particularly for a system of this quality, feature set, and ease of management. The Response Point base unit including all the software and fully enabled voice mail, auto-attendant and all the features retails at well under $2000 and supports 50 plus users! Amazing value. I told you it was a new paradigm. Check it out or better yet get yourself one! You’ll be glad you did.
Vancouver Small Business Server User Group - Response Point
Join Erik Lagerway and Trent Johnsen, co-founder/executives of SMB Phone to see how Microsoft Response Point is changing small business communications and what it means for you and your customers.
SMB Phone is a national Response Point distributor and Canada’s newest Microsoft certified Internet Telephony Service Provider (ITSP) and the only provider to be integrated with Response Point in Canada. Along with a working demo/overview of Response Point, SMB Phone will provide an insider’s industry perspective on Microsoft Response Point and the latest software release, Service Pack 2, and how you can improve your customer’s business communications and enjoy significant new business opportunities working with Microsoft Response Point and SMB Phone.
3/12/2009 | 6:30 PM - 8:30 PM
Welcome Time:
3/12/2009 6:00 PM Pacific Time
The BC Liquor Distribution Branch (BC LDB)
3200 East Broadway (Okanagan room)
Vancouver, BC V5M 3T5
Canada
Event - Calgary IT Professional Community Response Point update
Tuesday, Feb. 17, 2009 18:30 – Devry University Calgary. The Calgary IT Pro Community will feature SMB Phone VP Business Development, Trent Johnsen, for an overview and update on Microsoft Response Point, the new software release “Service Pack 2” and news from the Response Point conference at TMC’s Internet Telephony Conference and IT Expo in Miami Beach,Florida. Additional information on the Calgary IT Pro Community, memebership and events is available at:
Response Point Service Pack 2 - Technical Resources
Rex has posted a great list of technical resources for Service Pack 2, this is a must-read if you plan on running SP2 (recommended).
Download Response Point SP 2 hereSMB Phone Launches SMB Digital Voice for Canadian Small Business
SMB Phone announces Microsoft Marketing Alliance for Response Point and launches SMB Digital Voice™ in 48 markets to provide enhanced choice and services for Canadian small medium businesses
Response Point and SMB Digital Voice enable reliable communications for small businesses in Canada.
February 2, 2009, IT Expo East, Miami, “The World’s Communication Conference”
SMB Phone Inc., a new Canadian telecom carrier created exclusively for Microsoft Response Point services announces, simpler, smarter and easier phone service for Canadian small business, in partnership with Microsoft.
The Microsoft and SMB Phone marketing alliance heralds a new era of affordable, feature rich, easy-to-manage, easy-to-use business communications integrating voice recognition, email, computer and mobile services for small medium business in Canada. Canadian small medium businesses now have affordable, easy, online access to a new generation of business communication features and services with Microsoft Response Point and SMB Phone.
Response Point is the highly innovative, award winning telephone system from Microsoft designed specifically for small medium businesses with up to 50 users. Extremely easy to afford, manage and use, Microsoft Response Point provides small medium business customers unprecedented control over a rich suite of business communications features including voice recognition enabled auto-attendant and user features, integration with the Windows desktop for inbound caller ID, click to call, and call control functions, voicemail to email delivery, extensive call history and call detail reporting, and seamless call integration with mobile devices. SMB Phone President, Erik Lagerway comments:
“A phone system is a strategic investment for businesses today. Response Point enables business owner managers to serve customers more effectively, reduce and control costs and provides employees the means to increased productivity.”
“SMB Phone is demonstrating an innovative, progressive approach as a Canadian market leader and certified Response Point service provider,”
John Frederiksen, general manager, Microsoft Response Point, had this to say,
“The combination of Microsoft Response Point and SMB Phone’s Digital Voice services provide Canadian small and medium sized businesses with outstanding functionality and value including the ability to activate a new business line in minutes within any of SMB Phone’s 48 markets using SMB Phone’s automated Response Point activation process. We look forward to our continued work with SMB Phone as we serve and grow our Canadian Response Point customer base.”
SMB Phone’s Digital Voice service is designed specifically for Response Point users and provides an alternative to “POTS” (Plain old telephone service) lines with enhanced features at lower costs, instant service activation, and is easier to manage than traditional business telephone lines. SMB Digital Voice features include:
· instant activation of new SMB Digital Voice lines directly through Microsoft Response Point Administrator software
· digital line groups provide for multiple simultaneous calls
· Direct Dial numbers for employees, departments, projects etc.
· unlimited North American long distance usage
· Cellular toll bypass to eliminate cellular long distance charges
· “cloud” number administration service for remote call control management
· “virtual presence” numbers provide a local phone number anywhere in Canada
SMB Phone Inc. is making small medium business communications simpler, smarter and easier as the world’s first Internet Telephony Service Provider (ITSP) dedicated to providing certified Microsoft Response Point services. SMB Phone and our network of dealer/partners currently serve 48 local market areas in Canada with Microsoft Response Point phone systems and SMB Digital Voice service for Response Point. For additional information on Microsoft Response Point, SMB Digital Voice and SMB Phone please visit http://smbphone.ca
SMB Phone Inc.
Media Contact: Trent Johnsen | 1.866.473.0516 | trent.johnsen@smbphone.com
2009 Technology of the Year; Response Point
InfoWorld has recognized Microsoft Response Point with their 2009 Technology of the Year Award for best small office telephone system saying . . .
“Response Point combines software from Microsoft and hardware from IP telephony vendors to create a phone system that is remarkably easy to set up, use, and administer. Reliable voice recognition—without any training—is unique among the products in its class.” For the complete article visit: infoworld.com
EVENT - Feb. 3-5 2009: SMB Phone Presents at Microsoft Response Point Solution Seminar
SMB Phone will be attending and presenting at the Microsoft Response Point Solution Seminar at the TMC Internet Telephony Conference and Expo in Miami the first week of February.
SMB Phone considers the Internet Telephony Expos (there are two per year) to be the quintessential events to attend if you are in the communications business in any respect. Here you will find everything and anything that is even remotely related to the business of communications. We hope to see you there!
Tuesday, February 3rd Presentations:
4. An Integrated Solution: SMB Phone Goes to Market
with Response Point
3:00 pm
SMB Phone is a unique VAR and ITSP. Come learn how they identified Response Point as a key technical and business component in their nation-wide go to market programs focused on SMBs.
Presenter(s): Trent Johnsen, VP Business Development – SMB Phone
Wednesday, February 4th Presentations:
3. Response Point Service Provider Roundtable
Interact with the key members of the Response Point Ecosystem. Service Providers will be represented and open to discuss their service offerings and VAR/Agent programs.
Presenter(s):
Bandwidth.com, Cbeyond, Junction Networks, NGT, Packet8, SMB Phone, TotalTel
If you will be attending and would like to schedule a meeting, please email Trent Johnsen or call Trent toll free: 1.866.473.0516 , say “Trent”.
Event - Jan 20 2009: Response Point and SMB Phone - Microsoft Dealer Preview
From POTS (Plain Old Telephone Service) to SIP; How Microsoft is changing all the rules in small business communications with Response Point.
Date: January 20, 2009
Time: 11:30 AM
Location: Calgary Technologies Inc.
3553 31 Street NW
Calgary, Alberta
Lunch is Provided – This is a free event
Register Online Today – Click Here
Join Trent Johnsen, Vice President, SMB Phone to see how Microsoft Response Point is changing small business communications and what it means for you and your customers. SMB Phone is Canada’s newest Microsoft certified Internet Telephony Service Provider (ITSP). Along with a working demo/overview of Response Point, Trent will provide an insider’s industry perspective on how you can improve your customer’s business communications and enjoy significant income opportunities working with Response Point and SMB Phone.
About Trent
An economist by education and perspective, and working technology-architect/entrepreneur, Trent Johnsen has effectively identified key emerging technology trends to create businesses that act as a catalyst for change by leveraging emerging technology to create significant growth and value.
Mr. Johnsen has been recognized with numerous awards for innovation, growth, excellence in corporate governance, and shareholder communications by KPMG, the Toronto Stock Exchange, Alberta Venture and Junior Achievement. In addition to extensive technology, start-up, business development, corporate governance, and entrepreneurial work, Trent devotes his time to technology innovation, leadership, teaching, and research on the economic and social effects of communications, broadband, wireless and Internet technologies.
Mr. Johnsen has served as founder/CEO of two public technology companies, Chairman and
Board member of numerous public, private and non-profit organizations and as adjunct professor and Advisory Board member to Mount Royal College’s Telecommunications Management Program, where he developed curriculum and taught wireless and emerging technologies. He is an active member of IEEE, the world’s leading professional association for the advancement of technology and serves on the IEEE Society on Social Implications of Technology.
Mr. Johnsen speaks on emerging technologies at numerous forums including VON Canada,
WiTec, Royal Bank; “Building Value Symposium”, and a variety of conferences on new media,
Internet communications, and Emerging Technology. He has been profiled and/or interviewed by the Globe and Mail, the National Post, Canadian Business magazine, Enterprise magazine, The Vancouver Sun, Edmonton Journal, Calgary Herald, CityTV and Business Edge.
Trent Johnsen graduated from the University of Calgary with a Bachelors degree in Economics and completed New Ventures Development in the University of Calgary’s Owner/Manager program.
