Helping Midsize Companies Sell, Staff and Service Better
SAY GOODBYE TO YOUR PHONE SYSTEM…
Today’s phone systems can transform the way businesses work. Fortune 1000 companies know this, and more than half of them have converted to new IP phone systems. Unfortunately, these systems rarely meet expectations at midsize companies. IT directors get bogged down coordinating multiple phone companies, managing hundreds of details, and sorting through thousands of features before they even begin working on the things that matter.
This is not a new problem. Users have ignored phone system features and regarded phone companies as expensive headaches since the first non-Bell telephone was deployed in 1968. Phones have recently joined the Internet revolution, and the new rate of innovation has pushed things to a tipping point. There is more opportunity and even more complexity. The midmarket needs a new delivery model, and phone systems are on the way out.
…AND HELLO TO VOICE AS A SERVICE
Industry experts say that in 10 years, no business will have a phone system – they will acquire phone system capabilities as an on-demand, managed service over the Internet – in other words, Voice as a Service.
Voice as a Service is the breakthrough midsize businesses need. The combination of hosted phone system software, an IP network optimized for voice, and expert service delivers the business-transforming power of a Fortune 1000 IP voice platform.
M5 is the leading Voice as a Service company. Nearly 1,000 businesses have thrown out their phone companies and phone systems and switched to M5. M5 has three crucial components that separate us from hosted or premises-based phone systems:
- Episodic, SLA-based service is good; Active Service Management is better.
- Redundant lines and high-end data centers are good; Embedded Continuity is better.
- Having thousands of features is good; On- Demand Solutions that our engineers have built, that expert staff deploy, that are focused on where we can deliver significant business change and that are easy for our customers to understand – are better.
Ultimately, M5 is very different from most companies that offer hosted or premisesbased phone systems. Our network is optimized for voice, our software is customized to support Voice as a Service and our staff’s priority is delivering business change and client satisfaction. The network, systems and people are all very different from what you’ll experience with a hosted offering from a typical telco.
BUSINESS AS ANYTHING BUT USUAL
Many of our clients are concerned with the future. For them, business as usual is anything but usual. Now that phones are part of the Internet revolution, can you afford to buy a fixed phone system? M5 is always investing, innovating and creating new ways to achieve business breakthroughs. We don’t just add features, we provide On-Demand Solutions that we test thoroughly to make sure they have real impact and are easy for our users to understand. We listen to our community of businesses and prioritize the solutions that produce real business change.
On-Demand Solutions, Not Just Features, Means:
- An expert analyst who is trained regularly in each solution;
- Industry expertise;
- No need for a manual;
- Relevant reference accounts;
- An easy way to measure results; and
- A focus on applying new technology and sharing best practices among customers.
TOP-NOTCH SERVICE
Active Service Management gives customers proactive and transparent service that begins at implementation and continues throughout a customer’s life with M5. A team of trained experts provide custom system configuration and training. Clients can monitor service tickets online. The M5 Service Portal allows 24/7 system administration including modifications of contact lists, directories and passwords. Users can also access online billing tools and system documentation.
Active Service Management is the reason why M5 consistently resolves 95 percent of service tickets within eight hours. It’s also part of the reason why 95.3 percent of surveyed customers say they would confidently refer M5 to other businesses.
Active Service Management, Not Just Episodic or Reactive Service, Means:
- Expert analyst and continual staff training;
- Service transparency – business owner, IT support and vendor can all collaborate and see exactly what is going on;
- Automated monitoring of all system components;
- Actively measured customer satisfaction;
- Actively measured issue resolution time, not just call center stats;
- Data-based promises, not “best guesses”; and
- Regular system upgrades and ways to apply them to your business.
BEYOND BUSINESS CONTINUITY
M5 recognizes that always-on communications is the lifeblood for every business. Our philosophy: Ensuring continuous fault-tolerant connectivity is the foundation for giving our clients’ customers a great experience. Built-in backup systems for all locations are standard. These are supplemented with real-time circuit monitoring at the network, system and phone level, adding an extra layer of reliability at no additional cost.
Embedded continuity goes beyond redundancy so nothing is left to chance. M5 partners with you to design custom emergency plans for “the unexpected” – from a bad snow day or power outage to a major catastrophe. Working together, we’ll build contingency plans that dynamically manage your system or activate “hot” backup office sites.
M5 is built on a foundation of redundancy, quality and security surpassing that of most large companies’ internal phone systems. By approaching communications in a different way, M5 ensures customers can always reach you, even in the most serious, unavoidable situations.
Embedded Continuity Baked in, Not Just Bolted-On Redundancy, Means:
- Critical systems in high-end data centers (not your coat closet);
- Metrics that are real for uptime of different system parts (i.e., not just claiming five nines of reliability, but understanding the distinction between system and location uptime for voice and data systems);
- Hot backup for inbound and outbound calls at every location, not just redundant lines;
- An if/then plan that can be instantly updated and activated either automatically or manually with one click; and
- A people plan that includes primary and backup contacts, and a rigorous way to keep information updated as staff change.
ABOUT M5
M5 Networks is the market leader in Voice as a Service, a breakthrough solution for business phone communications. M5 pioneered Voice as a Service in 2000. Today we serve a rapidly growing base of midsize businesses. Our solution is distinguished by the rich capabilities and unmatched service you would expect from an industry leader.
Recognized as a leading company in the VoIP industry, M5 Networks has received considerable recognition and was named to the 2006 Inc. 500 (#272) and both the 2006 Deloitte Technology Fast 500 (#54) and New York Technology Fast 50 (#5). M5 was recognized by CRN as one of the top 15 Key VoIP Players in 2007 and received Frost & Sullivan’s 2004 Entrepreneurial Company Award. M5 has also been included on the Pulver 100 list for five consecutive years and Fierce VoIP’s Fierce 15 list in 2005, in addition to receiving numerous other accolades.
