Autotask Corporation, a provider of web-based business management software for technology solution providers, announced that its software suite supports the growing number of Voice-over Internet Protocol (VoIP) solution providers.

Autotask is responding to increasing growth in the number of "traditional" IT service providers offering VoIP and converged technology support services. A recent study conducted by Infonetics Research of Campbell, CA and CompTIA (Computing Technology Industry Association) predicted that "VoIP" adoption among small businesses will triple by 2010 in North America. "The IT service providers, Value Added Resellers (VARs) and system integrators that we serve are experiencing a big surge in the demand to deploy and maintain VoIP technologies. We are ready to help VARs and integrators seize the opportunity," said Bob Vogel, chief marketing officer, Autotask Corporation.

According to a poll conducted by Autotask earlier this year, approximately 44 per cent of the respondents stated that they were actively supporting VoIP services. The research validated the company's addition of VoIP-specific functionality and service engagement to its business management platforms that manage the people, projects, and processes in IT businesses.

Autotask Allows VoIP VARs to Closely Track Success

Using the new "Execute Command" API available for Autotask, VoIP Solution providers can now dramatically streamline their customer service and support processes. Incoming calls to the solution provider's service line will use the phone number to automatically launch the Autotask platform on the receiving end and open up the account of the caller. The main account screen in Autotask provides instant access to service tickets, existing and past projects, installed hardware, software and service provider specifications, as well as customer service notes, and service contracts in place.

"After the initial VoIP hardware and software install, the VAR's success depends upon striking profitable service agreements. Managing services is Autotask's specialty and our software platform now has the functionality solution providers need to keep close track of VoIP and converged services," said Vogel. We believe our solution provider customers can significantly increase their VoIP service profitability when specific service calls and customer engagements can be tracked against the established long-term service agreements so accounts aren't being unknowingly over serviced or under serviced."

In addition to this new functionality, Autotask named Kevin Loretto to the position of Managing Director, VoIP Business Development earlier this year. Loretto has more than 20 years experience in marketing, new business development, sales and training in information technology. Prior to joining Autotask, he was president and founder of ExecuNet, a recognized resource in the network technology recruiting area. Prior to starting his own company, he was responsible for all sales and marketing programs at Enable Software, where he grew the business from $1 million to more than $30 million in annual revenue.

One Autotask customer to make the leap to VoIP is Vergence Communications, Inc. of Lincoln Park, NJ. After growing an IT value-added reseller business to a staff of 75, President, Jeff Ross, shifted gears to take advantage of the promising growth in VoIP and chose Autotask as his business platform. "Our customers are amazed at the level of service we are able to provide and Autotask is what allows us to do that." Ross added, "When Nortel conducted their annual review of our operation, they were pleased with the level of sophistication we'd achieved in call tracking and guaranteed response times on behalf of their customers. They said flatly that they hadn't seen anyone else come close."

"We've seen a growing demand in VoIP and converged solutions for tools that will help channel partners get a better handle on their service operations and optimize profit margins," observed Loretto. "The name of the game for all VARs and integrators right now is driving more revenue out of the services. VoIP's coming of age represents enormous opportunity for our customers and prospects Autotask will help them take advantage of that."