COMMUNICATIONS TECHNOLOGY 2009

Operating from a geographically isolated position, New Zealand exporters need fast and reliable voice, data and video communications products and services. With the desire to reduce the cost and environmental effects of global travel, exporters are also specifically interested in access to mobile and global communications technologies, high definition video services, business-serving web channels, and online meeting tools. These technologies and others help support the international exchange of ideas and information and collaboration between exporters, their global offices, business partners, suppliers and customers. The information technology (IT) and communications tools needed by individual export businesses depends on the nature of the goods, products or services being exported, the structure of the export office in terms of staff, locations and usual activity; the scope of the export market itself, and the ICT capacity of export customers and business partners. A flower exporter may use different communications tools to a software exporter, with the former relying on technologies that deliver goods tracking and logistics information and integrate with information provided by the freight forwarding industry. The latter may rely more heavily on international web, audio and video conferencing communication links and collaboration software to demonstrate software to a prospective customer or business partner from afar. However, most exporters have the same core IT communication needs – reliable, fast, mobile and teleworking models; efficient, customer-building voice telephony and call management solutions; a fast broadband data service for national and international data exchange and video communications, and a solid web channel that internal staff, business partners and customers use in the way they need to. Mobile and Teleworking Models In recent years personal mobile devices such as PDAs and smart phones have emerged as the preferred platform for personal mobile communications, with laptops holding forth for the exchange of application data between the traveller and the business head office, and for general web surfing. The choice of personal mobile communications devices has widened considerably in the past few years and in particular smartphone platforms have strengthened – most notably the Windows Mobile platform, now in version 6.0. The Apple i-phone, now sold in New Zealand after a long delay, is also making its presence felt, and has been well received by both consumers and executive users. While Blackberry devices remain a favourite of larger organisations and have ‘mindshare’ as a result, the ability to control and secure devices on the Windows Mobile platform using existing Microsoft communications management software (such as Microsoft Exchange Server or components of it) is a compelling one. More device makers are adopting the platform, and sales of Windows Mobile devices have risen internationally. Exporters that want email delivered to a mobile device can achieve this in three main ways: if the business is running Microsoft Exchange Server, the mobile device can be set up to access email directly from the internal network of the business. The mobile device becomes just another computer on the company network meaning any emails sent, received or changed from the mobile device are immediately reflected on the business server and ‘double up’ of email is eliminated. Exporters not running Exchange Server can use an email host company that will run Exchange Server for them. Email is then processed, stored and archived by the host and accessed by any device with the right Exchange Server settings and account password. Finally, and much less commonly, email can be ‘popped’ to a mobile device by an ISP or the mobile telecommunications provider. In these cases, the mobile device will need its own email address – making POP mobile email a clunky and outdated option. Laptops with embedded 3G mobile data chips, built in web cams and multimedia features for top-notch presenting or entertainment are vital for many export executives who regularly work from home or away from the office. Added security features such as biometric scanners, and encrypted hard drive tools such as ‘Bitlocker’ (available on the Microsoft Vista operating system) provide an important layer of security for a device that is regularly lost, left or stolen. All laptops can access cellular data networks from the likes of Vodafone and others via either a built-in chipset or separate data card. Most new laptops are WiFi and Bluetooth capable, meaning they can connect to a public or private WiFi network for wireless Internet access and can connect to printers, scanners and other Bluetooth capable devices without the need for a cable. Most exporters are acquainted with WiFi ‘hotspots’ (there are now more than 200,000 hot spots worldwide) but there is an emerging service which covers a larger territory such as a city, and this is known as ‘WiMax’. The gradual introduction of laptops with built-in WiMax capacity is expected in the near future. While these alternative wireless services are cheaper and sometimes faster than a connection through a global cellular mobile provider like Vodafone, it is important to ensure they are provided by a known source, and that the mobile device used is well protected with antivirus, Internet protection and anti-intrusion technologies. Exporters on the road need to be extremely mindful of the security of mobile devices, their battery life, and the fact that different power adaptors are needed for different countries. Daily recharging is advisable and exporters working in very remote areas sometimes buy two or more batteries to tide them over. Sensitive business information also commonly resides on mobile devices, and particularly on the small memory cards used with them. Laptops, PDAs and smart phones can be protected using password software either available with the device or purchased separately or downloaded from the Internet. Mobile devices running the Windows Mobile 6.0 operating system offer ‘five attempts and you’re out’ password protection and can be remotely wiped of all data by Exchange Server software and returned to an ‘out of box’ state. Where possible, it is important to regularly back up information stored on a mobile device (particularly laptops) to the business network and to transfer any information stored on a memory card to the safety of another device or the network as soon as possible, then clear the memory card. It is possible to buy encrypted memory cards, and as these are the easiest to lose or have stolen, they should be kept secure and stored away from heat and liquid. The most secure way for an exporter to stay in touch whilst mobile is to connect to the Internet and/or back to a head office network via a Virtual Private Network (VPN) ‘tunnel’ service provided by telecommunications companies. Exporters can access their VPN service from hotel computers or Internet cafes in remote locations. Unfortunately, using international landlines to connect back to a remote head office can be expensive particularly if the connection is made from a hotel. When mobile, exporters need reliable communications links back to head office computer networks and to friends and family when travelling internationally. Fortunately in the past 12 months pricing for international mobile data exchange including text messaging, email and Internet connection has been either reduced or better structured (or both) by mobile network service providers. However, it is still important to check international mobile voice and data rates and know which mobile network providers are most cost effective for frequently visited countries. Average charges are available on the web sites of mobile telecommunications companies and can be downloaded to the mobile device or printed for easy reference. Exporters should also keep an eye on the number of international voice minutes used over cellular networks as these are the most expensive. At home, national pricing for mobile voice and data network use has become increasingly competitive, and bundled deals for small to medium sized businesses have flooded the market in the past 12 months. Vodafone has been keen for exporters and other small businesses to use its mobile network for all calls, offering users one mobile handset from which ‘landline’ charging applies for use in a set perimeter and mobile charging when the handset is used outside of that perimeter. Vodafone has also encouraged small businesses with low Internet access needs to use the Vodafone mobile data network to connect computers to the Internet at any time (using a USB modem). Telecom offers a similar service and is completing work on its new GSM-based mobile network which will significantly improve national and international global roaming services to Telecom mobile customers. Telephony and Call Management Solutions Telephony systems, whether installed or hosted, are rapidly migrating to the Internet Protocol (IP) platform, which means voice, video and data can potentially all travel across the same data network. Most national telecommunications companies offer small businesses hosted fixed line or wireless telephony services based on the IP protocol. Unlike public Internet-based communications services like Skype or Gizmo, it is possible to subscribe to a more secure, dedicated IP telephony service which guarantees voice quality. The services are usually bundled and include fully featured business phone lines, broadband Internet access, phones and any wireless routers needed. In August, TelstraClear announced IP Gateway for businesses that have more than five telephony users and access to TelstraClear’s own network. These hosted services offer call control functions, web-based management options, and the ability to connect multiple sites together in one system. Call management is possible from a web browser, and includes caller ID, integration with Microsoft Outlook contacts, and call prioritisation. An exporter’s work phone line or mobile can also be extended to their home phone if required. Telecom has followed with the launch of the Telecom Business Hub as a portal for small business IP call management and web solutions. Telecom is promising an extension to these hosted solutions including online backup and security for small business networks, mobile PBX solutions, unified communications applications and Software as a Service (SaaS) offers, such as access to online accounting and payroll services. Aside from these private hosted IP telephony services, exporters can also use the public Internet to place voice calls to national and international business partners and customers. The most common service provider for public IP voice and video calls is Skype. International Skype calls are very cost effective which makes calling this way attractive to exporters due to the volume of calls the industry demands. That said, the quality of a voice or video call made over the public Internet can be compromised by fluctuating levels of Internet traffic, suddenly terminate without warning, and is not supported by a telecommunications company or even Skype itself (beyond basic troubleshooting tips.) Anecdotally, businesses that want the cost savings of public Internet services like Skype tend to use it to talk to their own global offices and business partners but switch to a privately managed connection for important customer conversations or audio conferences. In recent years, new ‘unified communication’ applications have been designed to ‘sit on top’ of hosted or installed IP telephony platforms. The features they deliver offer exporters particular advantages. Examples include the potential to integrate mobile and office-based voicemail into one mailbox, and to deliver voicemail messages as emails or text messages.   Exporters with several national offices can also benefit from having these offices linked across one IP network, so that calls transferred between offices in different cities do not require a separate toll call, and customers can be routed automatically to the best person to take the call, irrespective of where they are. One of the most compelling features of unified communications (UC) applications is the potential to see who is available and how and when they can be contacted from a computer or laptop screen. In the world of UC jargon this is known as ‘Presence’. It is also possible for people on the same network to ‘chat’ between themselves from their PCs using Instant Messaging features, a feature that particularly appeals to younger users familiar with these technologies. International offices may also be integrated within a UC system, depending on location. However, these international connections – available via Telecom, TelstraClear, AT&T and others – may be expensive and always require careful cost benefit analysis.

Fast Broadband for Voice, Data and Video There is a plethora of business advantages to be gained from subscribing to a ‘full service’ fast broadband connection (one that delivers Internet connection at 10Mbps or more.) The main benefits are increased productivity and customer service and communication, leading to a better bottom line. As this is good for the general economy the Government and broadband providers are understandably anxious to deliver New Zealand businesses, and particularly exporters, an affordable, fast broadband service. Such services are becoming increasingly affordable as a result of increased competition and, arguably, Government legislation. Fast broadband may be delivered over wireless as well as land-based networks, with national cellular mobile and other wireless networks delivering promising broadband performance at increasingly lower prices. Vodafone, Telecom, Orcon and other broadband suppliers with access to Telecom cabinets have, under the new legislation, been testing and implementing new VDSL2 technology which is designed to deliver full service broadband performance – at up to 50Mbps for download and 20Mbps for upload speed – over New Zealand’s national existing copper wire infrastructure. VDSL2 speeds are fastest for business customers within a kilometre or two of an exchange cabinet and at the moment are priced at a premium. Meanwhile, most businesses can subscribe to ADSL2+ broadband services very affordably, although in some cases the performance of these connections is not sufficient to support high-performance video communications or online meetings with a high video or graphic component. Common fast broadband business applications include web conferencing sessions in which group meetings and real time presentations are held in a secure and shared Internet space provided by a web host. Web meeting software like WebEx or LiveMeeting help make this a seamless and interactive user experience. Participants join in from anywhere in the world providing they have Internet access and use the web conferencing passwords. Documents, PowerPoint presentations, training sessions, project collaboration and software demonstrations can all occur in a web conference, and feedback from those attending occurs in real time. Web conferences commonly have an audio link so participants can hear each other. This link either runs over public IP via the Internet or, more commonly, over a dedicated phone connection running in tandem with the web conference and set up by a telecommunications provider. Exporters wanting to avoid the cost and risk of constant international travel, and the associated downtime of being in transit, are increasingly using fast broadband for video calling and video conferencing technologies. These have come a long way in recent years, and solutions include mobile, desktop and meeting room systems that range from the simple to highly sophisticated. Most importantly, videoconferencing systems now use high definition or HD technology. This ensures a quality viewing experience which is transforming the videoconferencing industry. Videoconferences allow access to documents, data and graphic presentations as well as allowing people to see and talk to each other. Attendees on remote phone lines can be included as voice-only participants, as can mobile phone users. Laptop and smart phone users on a cellular mobile network can also now visually join a video conference conducted over a traditional telephony connection or running over the private IP network of a business. Videoconferencing relies on a broadband (DSL) phone line connection with consistent uplink speeds in excess of 250Kbps at each end of the conference. Alternatively (and preferably) a dedicated digital line underpins a private IP network connection between the offices or branches of an export company and between the company and its key international business partners. Welcoming Web 2.0 Many exporters are extremely reliant on their web channel. It is a lot easier for an international customer or business partner in a different time zone to log on to a 24/7 web site than try to reach the exporter by phone or email. Exporters are also saving time, money and reduce their carbon footprint by redeveloping their web channel – and they are creating more business opportunities through an intelligent use of their web portals. Traditionally, exporters have created web portals which international customers and partners go to for information, product demos; software downloads and online support and training. Sometimes the portal is connected to the internal computer network of the exporter so that specific financial, marketing, goods tracking and other information and services can be made directly accessible to the customer or global business partner. Access is usually via a username and password. The identity of the visitor is then authenticated and that identity determines what information the partner or customer can view. Newly developed Web sites follow the more interactive ‘Web 2.0’ model by allowing customers to track the status of an export order, make an enquiry, process an electronic payment, respond to a specific marketing campaign, view product demonstrations online, search a catalogue or engage in an online chat with the exporter. The exporter is also more likely to use the web site to connect on a more personal level with existing and potential customers – initiating blogs containing useful advice or insights, or by allowing customers to freely post references and feedback to the site for others to read. Where to Start Smaller exporters with easily managed international relationships can benefit by dabbling in any of the technologies mentioned in this chapter and adopting a cost effective ‘DIY’ approach to communications technologies. However, as with any information technology project, the most effective export communications solutions are interwoven into the export business following careful consideration of the exact ICT needs of the exporter and the industry the business operates in. As a result, exporters are unwise to take on more complicated ICT strategies and projects, which are best left to ICT and IT solution providers. This is particularly true for re-development of web channels and web front ends, and with the establishment of new telephony and unified communications systems. Instead, qualified providers act as ‘overseers’, using their own products and services but also working together with other IT and telecommunications companies to pull together ‘best of breed’ technologies and create a holistic IT and communications framework for the export business. Listed below are web site addresses that make good starting points for exporters who want to research ICT and IT solutions providers. Useful Sources of Information Key mobile network service providers in NZ Vodafone New Zealand www.vodafone.co.nz Telecom Mobile www.telecom.co.nz/mobile Key business broadband resellers in NZ Telecom www.telecombusinesshub.co.nz TelstraClear www.telstraclear.co.nz/business Orcon (owned by Kordia, named Telecommunications carrier of the year at the 2008 TUANZ awards) www.orcon.net.nz Vodafone www.vodafone.co.nz Compass www.compass.net.nz CallPlus www.callplus.co.nz AT&T (for international networking and permanent international telephony and data connections) http://www.ap.att.com/resource/about_att_where_nz.jsp Key full ICT service advisors and system implementers Gen-i (owned by Telecom New Zealand) www.geni.co.nz Axon www.axon.co.nz IBM Global Services http://www-935.ibm.com/services/nz/index.wss/gen_businesstopic Unisys www.unisys.co.nz Datacom www.datacom.co.nz HP www.hp.co.nz Key video conferencing specialists in NZ Asnet Technologies www.polycom.co.nz Tandberg www.tandberg.co.nz   Vikki Bland is a specialist freelance Information Communication Technology (ICT) journalist. vbland@techjourno.co.nz