Fidelity Matches Phone Service To Employees' Needs - InformationWeek
IoT
IoT
News
News
2/21/2003
08:15 AM
50%
50%

Fidelity Matches Phone Service To Employees' Needs

The investment firm will use a tiered IP phone service that will give employees different levels of service, depending on their reliability requirements.

Fidelity Investments is developing a tiered IP phone system that will give different types of service to different employees depending on their need for reliability.

The company now has Centrex service to 15,000 employees and operates 117 PBXs. As of last month, Fidelity had installed 600 IP hardphones and 50 IP softphones, in which employees connect a USB handset to their computers and run their phone through a multifunctional software interface that integrates with Microsoft Outlook and lets them launch instant-messaging sessions, E-mails, or phone calls. Ultimately, the company plans to scale the IP system to 10,000 employees, giving less costly, and less reliable, service to summer interns, for example, while continuing to provide executives with highly reliable traditional phone service.

Fidelity analyzed the importance of the phone system versus data communications to determine whether it was worth implementing IP telephony in exchange for cost savings and potentially less-reliable service. "We thought about how much it would cost to give interns three nines 99.999% reliability, employees four nines 99.9999% reliability," and so on, David Moran, VP of architecture and planning of Fidelity Investments System Company, said at this week's VoiceCon conference in Washington. "Is the phone really as critical as it used to be? If my phone goes down, I have my cell phone, IM, E-mail, and the conference room." Employees tend to be more upset if their computers and E-mail systems are down.

This year, the company plans to convert an entire building to IP telephony with 700 hardphones and 3,300 softphones. The downside of softphones is that when a computer is down, so is the phone. Now, the company sees 99.999% reliability for desktop softphones, compared with 99.999999% reliability with traditional phones. But there's no up-front equipment costs, and the voice calls use the data circuits, reducing line charges and usage costs. Says Moran, "There's a very profound case for softphones."

Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of IT Report
In today's technology-driven world, "innovation" has become a basic expectation. IT leaders are tasked with making technical magic, improving customer experience, and boosting the bottom line -- yet often without any increase to the IT budget. How are organizations striking the balance between new initiatives and cost control? Download our report to learn about the biggest challenges and how savvy IT executives are overcoming them.
Video
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll