Webb & Associates 35 Fuller Street Canton, Massachusetts 02021 781-575-1600 (voice) 781-575-1477 (fax)
Webb & Associates has worked with business clients in many industries. These industries include professional services (legal, accounting, consulting), manufacturing, retail, high technology, biotechnology, among others. The services we offer to business in regards to their telecommunications systems are listed below. For additional information regarding a specific service or to arrange for a no cost, no obligation meeting to discuss our services in more detail, please contact us at information@webbconsult.com or 781-575-1600.
Telecommunications Needs Assessment Services With the tremendous change in available technology today coupled with the various "solutions" offered by a myriad of companies, many organizations feel overwhelmed with the choices for their telecommunications needs. Webb & Associates understands this frustration. Webb & Associates works with client organizations to determine the best manner in which to proceed with technology choices, network arrangements and simple communications options. Webb & Associates understands that the best manner in which to determine a client's telecommunications direction is to conduct a full needs assessment. The results of such will fully answer such questions as: Do we need to replace our current systems? What do I do now that our current contract for services is expiring? Should I renew my Centrex contract? What new technology is available to meet our needs? Should we be implementing Voice over IP or IP Telepony ? What is the cost of the new technology we may need? How can I ensure that we are using our systems to the best advantage? How to I communicate with my branch offices more effectively? Is there a better way to use our current systems? How do I proceed to take advantage of what is on the market today? How to I use new technology to compete in my industry? Webb & Associates can answer those questions by providing a complete assessment of your telecommunications needs. Starting with end user interviews, Webb & Associates will ensure that all recommendations are compliant with your unique operation and future plans. The result of this assessment will clearly determine your technology direction whether it be to optimize existing systems, add peripheral systems or conduct a complete replacement of current systems with more productive technology. The results of a complete needs analysis will allow your organization to make sound decisions on the future of your present telecommunications systems as well as allow for full strategic planning into the future. Back to Business Services
Telephone System Acquisition Services Webb & Associates has the experience your business requires to design, select and properly implement a new telecommunications system. Whether you require a small telephone system a large PBX, a Centrex based system or multiple systems, Webb & Associates has the experience to design, solicit and implement a system that can meet your unique situation while allowing for future growth and reconfiguration. Our expertise also allows us to assist in the acquisition of peripheral systems such as Voice Messaging, Unified Messaging, Call Accounting, Paging, Wireless Telephones, etc. in conjunction with a new telephone system or as an addition to an existing system. Basic Telecom System Design, Selection, Recommendation and Implementation includes conducting a full assessment of the needs of your organization, creation of a Request for Proposal (RFP) document, review of vendor proposals, a recommendation for the best solution to your unique needs and implementation of the selected system and its peripheral equipment. Such systems include: ISDN Based Telephone Systems Digital Key Telephone Systems Digital PBX Systems Digital PBX Systems (Multiple in a Networked Environment) Call Accounting Systems Facility Management Systems Voice Processing Systems Wireless Applications Centrex Systems Webb & Associates can work with your organization by conducting a complete system selection project (as described above) or serve in a consultative role to review work that may have been performed by your own staff or evaluate proposals submitted by various telecommunications system providers. Back to Business Services
Business Telecommunications Relocation Services The relocation of your business is a major undertaking. There are hundreds of little details that must be considered and deadlines that have to be met on time to make sure that disruption to your business is minimal. Part of this process includes ensuring that your telephone and computer systems are installed correctly and on time. Webb & Associates can help reduce the headaches and anxiety involved with relocating your business telecommunications systems whether it be within your building, across town or across the country. To accomplish this, Webb & Associates offers the following relocation services: Needs Assessment to Ensure the Viability of Your Present System in the New Location. System Replacement Services Should Present System be Inadequate for Your Needs. Complete Cost Analysis Including Move Costs, Cabling Costs, Installation Costs, Etc. Project Management with Existing Staff and Telecommunications Vendors. Network Analysis to Ensure the Most Cost Effective Network of Services for Voice and Data Use. Implementation Services to Ensure Complete System and Network Installation and Testing. These relocation services can be used separately or in combination depending on your specific and unique needs. Webb & Associates will work with you to determine the best course of action and help to make your telecommunications system move a less hectic experience. Back to Business Services
Inbound/Outbound Call Center Design & Acquisition Services The proper function of the professional Call Center in today's business environment can mean the difference between just being in business or being successful. The correct equipment, proper software, most efficient network or services and effectively trained staff will ensure that your business will be successful well into the future. Webb & Associates knows that the properly designed and equipped call center whether a large telemarketing operation, a help desk, a small order taking department, a large mail-order firm or an outbound collection agency will enable you to take the edge over your competitors. The experience and expertise of Webb & Associates' professionals will provide you with that edge. Our services include Inbound and Outbound Call Center Design, Selection, Recommendation and Implementation including: Automatic Call Distribution (ACD) Systems PBX Based ACD Systems Computer Integrated ACD Systems Outbound Predictive Dialing Systems Outbound Power Dialing Systems Integrated ACD/Outbound Solutions ACD Management Information Systems (ACD MIS) Web Enabled Call Center Applications Integrated Voice and Data Applications Call Center Design (Acoustics, Environment, Peripheral Equipment, etc.) Agent/Collector/Telemarketer Training Customer Service Representative/Sales Agent Telephone Training Network Analysis and Design for Inbound/Outbound Applications Specialized Software Applications (Forecasting, Staffing, etc.) Analysis of Call Center Statistics for Staffing, Network Configuration, etc. Webb & Associates works with other consulting firms nationwide to ensure that the expertise and experience needed for your organization's call center is readily available. Back to Business Services
Voice/Data Network Analysis Services The correct design and installation of your network of services, whether for voice or data communications use, can ensure that your users are capable of performing their day-to-day functions over the telephone or computer network. More importantly, it ensures that your customer or callers can reach you when they desire to place that order, open a new account, ask a question about a product or register for that new course. Webb & Associates provides for Full Voice and Data Networking Design and Optimization including: Local Exchange Services (Local Outgoing and Direct-Inward-Dialing (DID)) Low Volume InterLATA/IntraLATA Toll and Toll Free Service Design High Volume InterLATA/IntraLATA Toll and Toll Free Service Design Calling Card and Debit Card Evaluation and Application Toll Free Number Portability Issues and Implementation International Toll, Calling Card and Toll Free Service Evaluation and Application Network analysis for videoconferencing and imaging demands Private Digital/Analog Point-to-Point Networks (Voice and Data) Private Digital/Analog Virtual Networks (Voice and Data) Frame Relay Applications Asynchronous Transfer Mode (ATM) Applications Integrated Services Digital Network (ISDN) Applications. Telecommuting or "Work-at-Home" Network Design and Implementation VSAT Equipment and Network Design and Implementation Disaster Back-up and Recovery Networks (Voice and Data) Network Management System Design, Recommendation and Implementation Internet Access (Dial-up and Dedicated) Design and Implementation Webb & Associates maintains active participation in the consultant liaison programs of all of the major InterExchange Carriers (IXCs), Regional Bell Operating Companies, Competitive Local Exchange Carriers, and Cellular/Wireless Carriers to ensure up-to-the-minute pricing, tariff offerings and special promotions. Webb & Associates is also a member of electronic information services provided by the major carriers as well as to multiple sources available on the Internet. Back to Business Services
Cabling System Design and Acquisition The cabling system (premises and campus) of your organization has become the most important part of any telecommunications system design. The cabling system is the backbone of any technology selected to meet your needs. The cabling system installed today must support the needs of both your voice (telephone) and data end users well into the future. To ensure that our clients are equipped for their present technology as well as ready for the future, Webb & Associates provides the following services: Premises Cabling Distribution System Design (RFP Development) Conform to industry standards for copper, coaxial and fiber optic cabling Main Telephone/Computer Room Design Specifications Equipment Room and Telephone Closet Design Specifications Backbone and Horizontal Cabling Design Specifications Passive Termination Equipment Design Specifications (Connection hardware, station outlets, etc.) Testing Procedures Review and Enforcement Firestopping and Other Code Enforcement Issues Installation Procedure Review and Enforcement Campus Cabling Distribution System Design (RFP Development) Building Entrance Specifications (Grounding, etc.) Conform to industry standards for copper, coaxial and fiber optic cabling Main Telephone/Computer Room Design Specifications Conduit (and utility pole) Specifications Termination Equipment Design Specifications Testing Procedures Review and Enforcement Firestopping and Other Code Enforcement Issues Installation Procedure Review and Enforcement Cable Management Systems (Software/Hardware) Specification The cabling infrastructure that you install today should be capable of meeting your needs well into the future. The establishment of true standards for copper, coaxial and fiber optic cabling will allow companies to reuse the same cable infrastructure through several changes of technology (telephone or computer systems). Webb & Associates will design your cabling system to published standards and ensure that all installation work is performed in conformance to these standards. Webb & Associates will provide planning, design, RFP generation, proposal evaluation and implementation (and testing) services to provide you with a level of comfort that you cannot find elsewhere in the industry. Joseph M. Webb is a member of the Building Industry Consulting Services International (BICSI) which educates, trains and certifies individuals in the cabling industry. Back to Business Services
Audio/Video Conference System Design and Acquisition Perhaps the fastest growing field in telecommunications today, audio/videoconferencing has taken advantage of the higher bandwidths available from the network, faster processors in our PCs, the Internet and combined that with business' need for efficient communications. In this field, Webb & Associates offers expertise for such services as: Audio Conferencing Equipment Evaluation and Recommendation Evaluation of Multi-Faceted TeleConferencing Options via LAN and Internet connections. Videoconferencing Codec Evaluation and Recommendation Full system design and specification through a detailed Request for Proposal (RFP) Desktop Conferencing Mid-Size and Mobile Systems Conference Room Systems Specification of all network requirements for audio/video conferencing. Videoconferencing Room design (acoustic, video, graphics, etc.) Design and Specification of Network Requirements for Video Conferencing from site to site. Evaluation of ISDN Applications for Desktop Video Conferencing and WAN applications. Design/Specification and Evaluation of Internet Based Videoconferencing options. The video/audio conference market has exploded with newer, better technology as well as lower prices during the past few years. The use of low speed video conferencing via the Internet has allowed users to make use of technology never before available at affordable pricing. In the not to distant future, video conferencing may be the ideal way for your employees who work at home attend weekly staff meetings or the way your Vice President of Sales conducts sales meetings while on the road. In every case, the proper equipment, network and training will ensure that your conferences whether high quality audio alone or a video/audio conference will be of the utmost quality so that you can concentrate on your business. Webb & Associates can provide you with the level of comfort you need when designing your video/audio conferencing systems. Back to Business Services
Complete Telecommunications Audit Services In order to ensure that the invoices and bills received from your various telecommunications providers are accurate, Webb & Associates offers Billing Audit Services to our client organizations. Audits of your telecommunications services and equipment should be conducted on a regular basis to ensure proper billing. Overbilling for services and/or equipment not presently in use, services removed some time ago, services moved from one location to another and now doubled billed, is the most common telecommunications mistake made by organizations today. Webb & Associates will perform complete equipment and service inventories for billing confirmation or inventory control. The results of a telecommunications audit allows you to plan your telecom budget appropriately, make cases for newer technology based on savings projections and ensure that your are receiving the best value for your dollar. Webb & Associates' Audit Services include reconciliation of inventory with billing records as well as negotiation with vendors for the refund of overbilled fees. Please Note: Webb & Associates performs audit services on an hourly or flat project fee basis. We do not conduct these services on a contingency or "percentage of savings" agreement. Back to Business Services
Telecommunications Industry Research Services Webb & Associates will conduct specific industry marketing research designed around our clients desires. These include analysis of market trends, evaluation of competitive offerings, analysis of specific target markets and product evaluation. Back to Business Services
Expert Witness and Testimony Services The professionals at Webb & Associates are called upon, at times, to serve as expert witnesses during legal action that may involve the telecommunications industry. This includes end user action against a specific vendor/manufacturer, manufacturer action against manufacturer, vendor action against a manufacturer, or manufacturer/vendor action against an end user. Webb & Associates professionals have the expertise and the experience that these complex legal cases require. Back to Business Services
Telecommunications Product Evaluation Services Webb & Associates' professionals have the expertise and experience to provide complete and complex evaluations of vendor products. This service has been provided both for the end user who desires a comprehensive evaluation of the product they are planning to purchase and the manufacturer who is planning to bring a new product (or software level) to market and is unsure if it fits the needs of it's customer base. The professionals at Webb & Associates combine their extensive knowledge in system design with the specific product's design criteria to complete these evaluations in a most comprehensive manner. Back to Business Services
Call Processing System Design and Acquisition Services Although maligned consistently in the press, the automation of call processing and message taking functions is a necessary and productive alternative for businesses today. The improper design, implementation and use of these systems, however, leads to such problems as caller complaints, lost callers, customer frustration and eventually lost customers. It is through a complete evaluation of your everyday business atmosphere, an in-depth analysis of your calling patterns and careful attention paid to your callers needs that Webb & Associates is able to correctly design a voice/call processing system that meets the needs of your business and your callers and not to the specifications of a certain product offering. Call Processing System Design, Selection, Recommendation and Implementation services include: Automated Attendant Systems Voice Messaging Systems Interactive Voice Response (IVR) Systems Voice Recognition/Response Systems Information Retrieval Systems (Audio-Text) Text-to-Speech Applications Unified Messaging Applications IP Telephony Applications Electronic Mail Integration Applications Facsimile Store-and-Forward Applications Multiple Voice Processing System Networks Multiple Voice Processing Platform Networks PBX/Centrex Integration Applications Service Bureau vs. C.O. Based vs. Premise Based Comparisons Internet Driven Solutions for Unified Messaging It is though careful implementation that your callers will begin to appreciate the investment you've made to process their calls more efficiently. Back to Business Services
Centrex System Design and Acquisition Services Once seen as a victim of the rise in popularity of digital PBXs, Centrex service has made a resurgence mainly due to the newer, digital Central Offices being installed by the local operating companies. Centrex is the product of choice among many telephone companies nationwide and is sold in various "packages" based on customer size, feature demand, service availability and system cost. Webb & Associates will design, recommend and implement the correct Centrex system for your telecommunication needs. Our experience and expertise covers: Analog Centrex Offerings (Analog & Digital Central Offices) Digital Centrex Offerings ( Digital Central Offices) Fixed Tariff Offerings Customized Tariff Offerings Centrex Compatible Telephone Equipment (Key, Hybrid & PBX) ISDN Basic Rate Offerings ISDN Telephone Equipment ISDN Attendant Consoles IP Centrex Applications Caller ID and E911 Applications Centrex Compatible Call Accounting Systems Centrex Compatible Voice Messaging Systems C.O. Based Voice Messaging Offerings Centrex Management Systems Centrex Compatible Attendant Consoles C.O. Based Automatic Call Distribution (ACD) Offerings Digital T1 based WATS/800 Integration with Centrex Offerings Webb & Associates has worked with numerous local operating companies in regards to their Centrex offerings. Although provided under a variety of names (Intellipath, ESSX, Centron, etc.), Centrex service is based on the Central Office (C.O.) manufactured by such companies as AT&T, Northern Telecom, Siemens, Ericsson, NEC, Fujitsu and others. The features available will depend on the C.O.'s software level and the tariffs filed by the local operating company. Webb & Associates maintains contact with many local operating companies to keep in touch with new offerings and antiquated tariffs. Back to Business Services