Webb & Associates
35 Fuller Street
Canton, Massachusetts 02021781-575-1600 (voice)
781-575-1477 (fax)
Webb & Associates has worked with
government clients at both the local and state level. Towns,
cities, school systems and state agencies have benefited
from the services we offer. These services are listed
below.
Webb & Associates is currently an associate member
of the Massachusetts
Municipal Association (MMA).
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
government 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?
- 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.
Telephone System Acquisition
Services
Webb & Associates has the experience
your organization requires to design, select and properly
implement a new telecommunications system. Whether your
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, evaluation 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), 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.
Telecommunications Relocation
Services
The relocation of your organization 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 day-to-day 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 telecommunications
systems whether it be within your building, across town or
across your state. 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.
Inbound/Outbound Call Center Design & Acquisition Services
The proper function of the
professional Call Center in today's government environment
can mean the difference between effectively serving the
public or dealing with caller complaints, unflattering
articles in the press, and attending special hearings.
Incoming call centers are being used for taxpayer
assistance, licensing and certification information and
payment, unemployment assistance, public welfare
information, etc. The correct equipment, proper software,
most efficient network of services and effectively trained
staff will ensure that your organization will be successful
in providing your service to the public well into the
future.
The experience and expertise of Webb & Associates
will provide you with that services you need. These 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.
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
outside callers can reach you when they need more
information, obtain a license or permit, submit a proposal,
register for a course, etc. 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.
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 your organization 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.
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 for citizens to attend town meetings, conferences
or hearings. 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 the
business at hand.
Webb & Associates can provide you with the level of
comfort you need when designing your video/audio
conferencing systems.
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 my 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.
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.
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 government review
of current or new regulations, action against a specific
manufacturer or vendor for non-compliance, etc. Webb &
Associates professionals have the expertise and the
experience that these complex legal cases require.
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
government organizations today. The improper design,
implementation and use of these systems, however, leads to
such problems as caller complaints, lost callers, caller
frustration and eventually calls for system removal as
unproductive.
It is through a complete evaluation of your everyday
business atmosphere, an in-depth analysis of your calling
patterns and careful attention paid to the general public's
needs that allows Webb & Associates to correctly design
a voice/call processing system around the needs of your
organization 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
- 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.
Centrex System Design and
Acquisition Services
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. Centrex, because of
its ability to service multiple locations and low monthly
costs (associated with long contracts), has been utilized by
many government organizations. Webb & Associates
has the experience necessary to determine if Centrex is the
right choice for your organization's telecommunications
needs into the future. 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
- Centrex Internet Access 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.