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If you are a carrier or a Master Agent, do you need more agents or do you need to give a lift to the ones you have?

There's a sales management theorem that when you use Pareto's Principle, you should spend you time with the Top 20% of your sales force not the bottom 20%. Why? Because the people bringing 80% of your sales are the ones you want to keep happy. Also, the more efficient and less bumpy you can make the sales process for them, the better for all the sales team, but especially the top dogs.

If you have a bunch of agents who signed up, what are you doing with them? Is your Channel Manager talking with them? What's he saying? The more you know about their business, the bigger the opportunity for you to actually work together.

Knowing the goals and strategy of your agents can help you target training, leads, case studies, white papers, and tips to them. The more relevant, the better.

Right now, I would be looking to add value to my agent channel. How?

1. Seminar with a tax specialist right now.
2. Seminar with a Financial Planner about IRA and the market
3. Seminar with a sales trainer for improvement in Consultative Selling

What? None of this has to do with telecom, you say? No kidding. But it shows that you value them as business people and want them to be successful. Sure. You could give them more webinars on MPLS or whatever the new acronymn is for cloud-based WAN connections, but are you really adding value? Do you know the Kawasaki 10-20-30 Rule? Do you survey your channel anonymously to get feedback on any training you give -

• one week later what do they remember;
• was it valuable time spent;
• what can they directly apply;
• any clients in the database that might be a fit now?
• do you know how to pitch the service/product?
• do you know who we target? and why?
• have you looked at your notes since the call?
• is working with you "easy & enjoyable"?

A couple of years ago, one carrier asked me what they could do to make working with them easier. Since I am rather direct, I answered explaining about the poor follow up. Sadly, it was never addressed. If you are going to drop the coin on a channel, don't set it up for failure.

As we head into Channel Partners Expo in Vegas, carriers and master agents will be looking for new agents and visiting with old ones.

• What are you specifically looking for in your next agent?
• What questions will I ask a prospective agent?
• Are we a quoting machine or lowest priced carrier?
• Does the agent already have a carrier like us? If so, why is he looking?

And I know some of you are thinking, "We just want to sign up agents!" Sure, but it isn't about numbers. It's about Enrolling partners into your Program." (or maybe it is just a Numbers Game - lots of agents, thousands of quotes, hope for the best, why aren't they selling my stuff?).

Right now, wholesale VoIP providers are looking for me to help them train their customers to sell more SIP trunking and Hosted PBX. They want their client ITSP's to be more successful. If you are a VOIP company and you have 75+ partners, is that a successful channel? Not unless 15 of those partners are selling a deal every week.

I'm not saying don't add new agents. I'm saying look at your current agents and figure out how to make them more successful so that they can create more revenue for you. It is a partnership after all.

I moderated a SIP trunking panel at Microcorp's event in Atlanta in Sept. of 2008. The result was that the carriers were pushing SIP Trunking as a cost savings replacement for PRI. There was no differentiation among the 4 carriers - whose names I will not print. So then I am at the IT Expo in Miami for the Reseller panel on SIP Trunking titled "The Service Provider Perspective" hoping for something different. It was different. I was bored to tears by the middle of the 3rd presenter.It was one commercial after another about the company and how they could save money.  It was a shame too, because it was a packed room with people eager for some meat. (Lots of notepads and pens poised).

I know I run negative, but wouldn't they have been better served to engage the audience? How about starting with a question: "Has anyone heard of BandTel? Can you tell me what you have heard?  Really. Well, that is somewhat roight but here's the rest of that story. ....  " Then one minute later: "Do you know where our sweet spot is to our resellers?"

There were four carriers up there. Not one talked about productivity, benefits, sweet spot, differentiation, or interoperability.

Productivity: If you are a Broadsoft based ITSP, your SIP trunk allows you to provide Broadsoft Anywhere and API-based software to your customer as a SIP overlay on the trunk. That is a huge deal.  It adds much value to a what a PRI can do for the customer PLUS it extends the life of the PBX while adding missing features as an overlay.

Benefits: the advantage of SIP and SIP endpoints like a softphone. A SIP trunk can extend the PBX to remote sites.

Differentiation: I'm not sure anyone in telecom with a VP of Marketing title understands that term or knows who Jack Trout is. (Trout and Al Reis wrote the book on Positioning in 1981).

Interoperability: PRI is a time tested standard and SIPconnect (SIP Trunk) is just a SIP Forum recommendation for a specification that contains numerous RFC's. This allows for various interpretations of the configuration. The IP-PBX interface must be checked for interoperability with the carrier's switch. Not every IP-PBX card can work with every SIP trunk unfortunately. There is also the necessity for high-quality Internet access for the SIP trunk to work reliably.

One other issue I have is that it is sold on price. The costs are much lower than PRI. There is still a port needed. there is still an access line needed unless it is all over going to be carried over the Internet, in which case, the quality will likely be sketchy. Even the long distance rates are cheaper, even though the costs to th ecarrier aren't much different from TDM LD rates.  Go figure.

The revenue side is mentioned because PRI is TDM and can fetch higher revenue than anything with IP in its name. IP means cheap, which means less revenue. Less top revenue for the service providers books, less ARPU, and less commissions for agent or sales guy selling SIP Trunking. All with the extra headaches of inter-op.

It's a Party! SUTUS, Megapath and Polycom are hosting a seminar about their combined offering on Feb. 24 in San Jose. (Email me for an invite!)

What offering? Well, you know about Polycom's IP Phones, even the HD Voice models. SUTUS offers a piece of hardware that is an office-in-a-box, which is more than just an on-premise IP-PBX. 

"The functionality includes wired and wireless networking, file server, email, VoIP PBX, auto attendant, voice mail, internet router, security and access to managed services. The Business Central 200 is designed to meet the needs of companies with 25 or fewer employees."

The third party is MegaPath, the merged DLEC of Metifice, DSL.net and Megapath. The company has had a string of announcements since it completed its $11M purchase of DSL.net. "It has achieved Cisco® Powered Managed Service designations for its Managed IP Trunking and MPLS-VPN offerings, " according to a Feb 2 press release.

"MegaPath relies on Cisco's high-performance routing equipment to deliver managed services that enable businesses to consolidate all applications onto a single private network.... Multiprotocol Label Switching (MPLS) virtual private network (VPN) service provides private IP networks with high-quality, high-security, and any-to-any connectivity. The service is based on the Cisco IP NGN architecture, MPLS and Cisco Design and Implementation Guides. The service delivers appropriate levels of latency, jitter and packet loss to help ensure the successful concurrent handling of multiple types of traffic, especially voice and video, from customer site to customer site."

MegaPath rolled out a Voice and Data bundle over T1 and SDSL in its network footprint of 340 Central Offices this month. The voice service called DUET comes in 3 flavors:

Whether you have standard analog phones, a Key System, a digital PBX, or an IP-PBX, Duet can work for you with one of the following products:

• Duet : Use your existing equipment and phones.
• Duet PRI: Use your existing digital PBX equipment and phones.
• Duet SIP Trunking: Use your existing IP-PBX equipment and phones.

The IP Trunking service is a Session Initiation Protocol (SIP)-based trunk delivered by Broadsoft and Acme Packet.

Agents can not only sell the bundle, but can also sell MPLS-VPN and Managed Security. MegaPath offers a network-based firewall to keep it simple for small businesses. The voice service is delivered over the providers MPLS network. It is apparent that MegaPath has grow past its roots of being a straight DLEC (data CLEC based on DSL). In fact, th ecompany told me at the IT Expo that it no longer aggregates BellSouth DSL via RBAN. I guess they have grown their own network with ADTRAN DSLAMs, Cisco routers and switches, Acme Packet session border controllers, and Broadsoft's softswitch platform. Now MegaPath is throwing a party to announce its inter-operability with SUTUS and Polycom. It completes the package. See you in Vegas.

Small Business wins as Sutus announces new lower pricing for  'Office in a box' technology

All-in-one Telephony and Data Communications vendor announces SOHO-grade pricing for award-winning Business Central device

January 27th, 2009, Vancouver, B.C. Sutus Inc., the company behind the Sutus Business Central™, a unique all-in-one device that combines all the Telephony, data and networking features required to run a modern-day office, today announced pricing that dramatically reduces the TCO (total cost of ownership) for small businesses. The new pricing opens the door for any small business, from start-ups to established, mature companies, to leverage the benefits of enterprise-grade advanced telephony and networking technology.  The pricing, which makes the Business Central the most competitive small business solution on the market, starts from a MSRP of $2199 (USD). 


The Sutus Business Central™ has been developed specifically for businesses of up to 25 employees and comprises a wide array of advanced telephony, data and networking functions.  It includes a business-class phone system, file server, email server, router, firewall, wireless access point, VPN remote access server, and automated backups. It has the ability to simultaneously support both standard phone line and VoIP connections and comes with an array of business productivity features.

Shawn Chute, EVP of Sutus, said, "Now more than ever, small businesses need an affordable, reliable solution that meets their IT and communication requirements and can grow with them.  Sutus has always been the "all-in-one" solution that is easy to install, use and manage, added to these advantages now is the fact that we have the most affordable all-in-one IT and communications product available for small businesses."

The Business Central also performs the tasks of a gateway or edge device, enabling both Sutus and its business partners to seamlessly deliver a wide range of turnkey hosted services, such as remote device management, VoIP, back-up and disaster recovery.

Sometimes known as an 'office-in-a-box', the Business Central is a Multi-service Business Gateway.  InStat qualifies Multi-service Business Gateways (MSBG) as hardware which combines phone systems with other mission-critical components like routers and servers, and has estimated the market at US$615 million in 2007 and projected to rocket to US$2.6 billion by 2010.

SUTUS is looking for Agents and VAR's to offer its product to small business. Do you understand that the Business Central box handles all of the functions of a pile of blue boxes and services? See SUTUS at the Miami IT EXPO EAST next week. Or contact Mike Cassidy at SUTUS at 925.274.1380

"Nearly one-third of VARs (value added resellers like Cisco certified IT shops) are planning to grow their businesses in excess of 15 percent in 2009", according to CRN.

The most interesting quote was not about the importance of Managing Cash Flow or How Goal # 1 is Finding new busines, it was this quote:

"When we asked them to rank what is most critical, they said "finding new business." Note the word "finding" because these are not organizations waiting around for Microsoft or HP to send them sales leads. Growth-oriented VARs in a down economy go out and find new customers."

Good agencies have a Lead Generation system in place. But one thing Agents ask for from their vendors (carriers) is Lead Gen.

The other point was keeping "up with changing technologies. With growth VARs, this doesn't mean perusing a vendor's latest offering -- it means they are in front of customers with Oracle's new $750 express database application before the local rep checks in to see if the marketing materials have arrived."

Johnny Hustle, like never before

For those agents out there that attend ACC Business training at Channel Partners Expo over the years, you will notice that Dan Morford is missing this year. ACC Business let him go during their layoffs in December. The good news is that MicroCorp hired Dan Morford as Product Manager of their Insite Inventory software application. As product manager, Mr. Morford will be responsible for managing the pre-sales and post-sales support of the Insite application. In addition, he will help drive all product enhancements and work directly with MicroCorp's application development staff.

"I'm very enthusiastic about the opportunity to join an entrepreneurial company that has bold plans to provide value-added tools to their agents, VARs and end customers. I've known MicroCorp for years and have always admired their integrity and progressive nature. I am truly excited to be a part of the MicroCorp team and look forward to contributing to the success of the company," states Mr. Morford.

That means that Microcorp is putting some muscle behind this differentiating app in 2009. It's one more tool for Microcorp agents to use to get in doors and to upsell the base.

Agents are paddling like a duck in a pond to stay afloat. Always have been, but moreso now.  Many companies are wondering how to get Agents to sell their services. (I get this daily). Here's some thoughts:

Agents spends all day just running their business and keeping customers happy. To add another vendor and/or service, the agent has to take time to learn it and  evaluate it. Then figure out where that service and vendor fits into his portfolio.

A carrier doesn't realize how much they are asking of the Agent.  Time is money and a lot more. To maximize the time and effectiveness, vendors should look at the top 5 ways to improve agent training.

1. Have good training available online as video and as a podcast. (As a downloadable MP3, agents can learn while traveling).
2. Create a Clear, Concise message. Most don't have this. A good Positioning statement, USP, or why choose Carrier A over B.
3. Case studies by verticals helps agents figure out where the service fits.
4. ROI and TCO calculations help sell the service.
5. Specific sales examples, like Agent X sold Service Y to Client CDE because CDE needed Z.  (What was the sales trigger?)

Make it clear, concise, and memorable.  Case studies and sales triggers are like story-telling, which is the most viral way to get your message across.

It is getting tough out there, as the news keeps repeating as nauseum.
Businesses are laying off and closing. If you can maneuver in this environment, then opportunity awaits. No I haven't been drinking. Let's examine things.

Layoffs means companies have to be more efficient and more productive with less. What does that mean? Technology needs to be applied and work.

Budgets for travel are slashed, but people still have to connect/communicate.

Legislation is in place forcing IT teams to work harder.

The message is that Unified Communications can save you. So can Tele-Presence, Video/web/audio conferencing, hosted email, SAAS, VoIP/Hosted PBX, and that over-used term "managed services".

If the IT staff is short handed, but still has to do data storage, email archiving, and other DR/BC and regulatory processes - it can be outsourced.
And you can sell it. Gartner just did a paper on Hosted Email which spells out the Return on investment for using Hosted email. IBM Lotus, Microsoft Office, and Google Apps are looking for VAR's.  What's a VAR? An agent that stepped up.

At a VAR Kick-Off meeting, Cisco emphasized touching the customer. The box got them into the client with switch and router sales. Now the trick is to upsell the out-dated boxes and to add security modules to as many sales as possible. That's the Upsell. After security, comes VoIP and Collaboration (Webex, Web 2.0, UC). Cisco has designed the sales road map for its VAR Channel.

Do you have a road map, sales flow chart or other process in place to help your agents move from selling transactional services like DSL, cell phones, POTS, PRI, Integrated T1 to complex sales like Hosted PBX, Metro Ethernet, and Managed Services like firewall, backup, intrusion detection, DDOS Defense and SAAS. Remember, SAAS is the bucket that Hosted PBX, Secure Email, and Hosted Exchange fall in.

To become a rainmaker, you must make a fundamental shift in thinking from:
"How can I close this sale?" to "How can I create a relationship that will benefit the customer and my company in the long run?" 

There is a lot of buzz about recasting and renewing. Should agents be paid?
Should carriers grab that renewal?  This would not be an issue at all if you owned the relationship with the customer. By owned I mean that you are providing the client with enough added value that he wouldn't want to go direct to the carrier. I always explained it that I was the Outsourced Telecom Provisioning department. I am the go-to guy for any questions about telecom (and by extension IT). Don't you want to be in that position?

VoIP originally was sold as the answer to the next wave of cost savings for consumers and especially for small business. Business phone lines have always cost more than residential lines because, in theory, businesses use the phone line more often. (I guess, if you have 2 teenagers then that equals 1 small business).

Now that businesses are looking for ways to cut costs, analysts are predicting a rise in VoIP sales. Maybe. Define VoIP.  Hosted PBX certainly offers an attractive ROI, but to take full advantage of it, there is an upfront CAPEX (capital expenditure) that includes: IP Phones, cabling, POE switch, and some form of IAD or QOS Router like an Edgewater.   A lease could alleviate some of this, but Voxilla agrees with me on the CAPEX question.

If we are talking about the myriad apps that offer VoIP on the cell phone, I have to ask, why? These apps don't work on every handset. These apps either use up minutes (on callbacks) or data. It seems that it would be cheaper to bulk up the minutes than go through the trouble. But Gary Kim writes that the small business segment will move mainly to cellular IF the iPhone can become like the desk phone. I guess people like to ask, "Huh? What? you cut out there." Or more likely they aren't paying attention any way so don't care about call quality, dropped calls, or dead batteries.

VoIP mainly makes sense when there is a lot of inter-branch calling. Or when there is a virtual office, tele-workers, or other location varied need.

While SIP Trunking is the new buzz word, it is sold primarily as a PRI replacement, which makes no sense to me.  TDM and PRI are tried and true. You might save 10%, but so what? SIP Trunking isn't a standard so it may or may not work with your PBX IP card, depending on carrier and implementation. And how much cheaper do you think long distance will be on a SIP Trunk versus a PRI?

If the SIP Trunk is a means to extend the life of a IP-PBX as well as add SIP overlay features, that would be a better offer, but that isn't the "I'll save you 10%" deal that most folks tout. 

Overall, cellular will probably win for the mobility.

In my opinion, NO.  With all the information that you must provide them in order for the Verizon system to do "Segmentation", it is too cumbersome. Segmentation is the process through which they decide if the company is VZT, VZB, wholesale, carrier, etc.

If your customer is delivering a circuit to another business, the process goes up in smoke. It's resale.

Everything about dealing with Verizon is a PITA. The commissions aren't enough to jump through their hoops. It explains the success that resellers are having with the Verizon product line.

Rule one is make it easy to do business with you. 

But then, VZ just bought Alltel and doesn't really need an agent channel because it is looking to kill off its competition. VZ has been ignoring CPNI rules by contacting customers when they get a request to transfer phone numbers. Cable companies have petitioned the FCC for a ruling and are taking it to court. Smaller CLEC's are having issues at the Florida PSC with getting a ruling against Verizon for infractions, but not getting any disciplinary or enforcement help.  This is what deregulation, lobbying and special interests have done to this country. You think Blagojevich is the only politician to have sold interests? PUH-LEASE!  I as mad as Lee Iaccoca is about the apathy this country shows for the troubles we are in.