SHARE



ABOUT THE AUTHOR


Beth Schultz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of...
Read Full Bio >>
SHARE



Beth Schultz | June 13, 2017 |

 
   

Taking TEM Beyond the Telecom Spend

Taking TEM Beyond the Telecom Spend In our latest No Jitter On Air episode, learn why telecom expense management has an essential role to play as enterprises grow their mobility, cloud, and Internet of Things strategies.

In our latest No Jitter On Air episode, learn why telecom expense management has an essential role to play as enterprises grow their mobility, cloud, and Internet of Things strategies.

Managing corporate spend on telecom services plus audio, video, and Web conferencing is difficult enough, but toss in mobility and cloud initiatives around each of those, as applicable, and the effort gets all the more onerous -- if not impossible.

Yet, many enterprise IT departments continue taking on this cost management burden themselves. Amalgam Insights, a startup enterprise technology advisory firm, estimates that 40% to 50% of organizations do not use telecom expense management software or services, as Hyoun Park, founder and principal investigator, told us in our most recent No Jitter On Air podcast episode. That's a big problem, he said, since the companies going it alone are almost always leaving money on the table.

In fact, one of the key takeaways Park left No Jitter On Air listeners with is that an enterprise can expect to find about 15% to 20% of "financial fat" within unmanaged -- from a spend perspective -- telecom, mobility, and network environments. TEM solutions enable optimization by providing an understanding of inventory, service orders, rate plans, usage, and so on, he said.

And don't be fooled by use of the word "telecom." While TEM rose out of the need to enable better management of corporate phone lines, associated features, and network elements, "cost management has started to become a paradigm that is relevant to the rest of the IT world," especially when considering the rising enterprise mobility mandate, the growth of the cloud-based software-as-service and infrastructure-as-as-service delivery models, and the growing Internet of Things (IoT) ecosystem, he said.

Park shared some examples of how to think about modern TEM:

  • Cloud telephony: With cloud telephony, TEM should allow enterprise communications managers to keep track of their monthly subscription costs, on a per-user basis. It should enable managers to match accounts with features to verify that users are receiving -- and using -- the services assigned to them. In a cloud PBX environment, TEM becomes even more relevant than it was in traditional telecom, Park said. "It's not just a 'set it and forget it' server you have sitting somewhere in your data center."

    The biggest opportunity here, he added, is the ability to manage change control more effectively -- "making sure nobody slips through the cracks" and that services align with user roles. And, with increasingly robust analytics, TEM solutions can provide invaluable calling insight -- for example, are salespeople making enough of the right calls each month?" They should be able to start seeing whether usage patterns are associated with improved business outcomes.

  • Enterprise mobility: As a starting point for mobility, enterprises should look for a TEM solution that holds their contracts and can handle invoice processing -- or trigger payment dispute notices, as needed. Additionally, the TEM solution should support a company's service order processes, including submitting orders in the right format for each carrier and allowing users to order corporate-supported smartphones via a self-service mechanism.

  • IoT: TEM is a great fit for managing IoT devices like smartphones and headsets. "No other business platform has a really good capability to manage ... the tens of thousands of devices [an enterprise might have] with some sort of cellular or satellite component," Park said. Companies might initially try to fit IoT into an enterprise resource planning or IT asset management tool, but overtime the service provider and service order components will overwhelm those systems, he added. "There are going to be some hiccups ... and honestly this is probably going to take a few years as enterprises clomp through the inevitable first steps of doing it the wrong way before figuring out there's a right way to do it."

Click on the player below to get more insight from Park. TEM, as he concluded, provides the detailed, granular approach across IT that companies require today. Can you afford not to give him a listen?

Follow Beth Schultz and No Jitter on Twitter!
@Beth_Schultz
@nojitter





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.