VoIP Logic LLC

VoIP Logic LLC
Headquarters Location: Williamstown, Mass.

Q: Please tell us about your company’s top executives and the work that they are doing in our industry.
A: VoIP Logic has a five-person management team comprised of Micah Singer, CEO; David Battaglia, vice president, Operations; Michael Wimpfheimer, vice president, Sales; Roberto Rojas, vice president, Engineering; and Russell Howard, CFO.
Q: Explain your geographic reach. Where do you provide services?
A: We operate core technology platform clusters from multiple Tier 1 collocation facilities in Florida, California, New York and London.  We provide platform services in North America and Western Europe.
Q: What types of services do you offer your customers? 
A: The company provides hosted PBX and unified communications Platform-as-a-Service (PaaS) using best-of-breed technology from BroadSoft, Oracle, IBM, GenBand and Cisco to deliver a neutral core technology to service providers who are focused on the business community.  Our goal is to enable operators to produce and integrate business communications services with the control and flexibility that they would have as facilities-based service providers and, at the same time, allow them to focus their efforts and resources more directly on customer acquisition and support rather than on technology management.
Q: What is your target customer base? Please include names of prominent customers and case study details.
A: Our target customers are service providers that sell communications and IT services to enterprise customers.  We effectively partner with these service providers and work with them to deliver certain aspects of their services.  We complement what they already offer, enhance their technology and provide a hands-on integrated support of multiple manufacturers’ technologies from a single technical organization. 

In general, our service provider partners (SPPs) are protective of their identity because of the nature of outsourcing core technologies.  In addition, we go to great lengths to provide control to SPPs, including identity management.  That being said, over the years we have released press statements referencing some of the symbiotic relationships with SPPs, including Loud & Clear Telecommunications and OneStream Networks.
Q: Please tell us about your company history. When was it founded? How has the company evolved since its founding? Have your services changed? Are there key milestones in your company’s history and growth that you can highlight?
A: The company was found in 2003 with a mission that is consistent with our focus today – to provide managed systems and technology management expertise to service providers using VoIP and next generation communications infrastructure.  There have been a number of key milestones that follow the evolution of the underlying use of VoIP technologies.  In 2003, packet switching of voice was found primarily as a transport mechanism at the core of carrier networks.  During this time our focus was on serving this need by working with manufacturers of technology related to Class 4 – essentially VoIP to tandem switching.  Starting in 2007, it became clear that the more exciting promise of VoIP was starting to come to fruition and that hosted PBX – selling services using VoIP to the business community – was viable and would provide a substantial opportunity for us as a managed service provider.  Since 2013, hosted PBX, which continues to be a very strong driver in our revenue and in the market, has started to evolve into integrated communications services with a ubiquitous presence.  These services are grouped under the moniker of unified communications and are increasingly relevant to business users and the service providers upon whom they rely for technology innovation – our customers.

From a corporate standpoint, we received venture funding in 2006 with follow-on investment in 2009.  We starting generating operating profit in 2010 and have continued to grow profitably in the intervening years.
Q: What are the biggest challenges that your company faces and how is your company overcoming these challenges?
A: Our biggest challenges are two-fold.  First, as a small provider we have literally seen an as-a-Service business models form around us and we are facing competition from much larger organizations.  While this is daunting, it also has driven the consumption of technology towards the as-a-Service model.  Therefore the market is much more open to our model than previously.  In addition, as a smaller operator among giants we are much more responsive to the needs of our customers – an asset that is mentioned often by our SPPs.

Second, the pace of innovation in communications services – notably the unlimited possibilities of unified communication to streamline business operations – is a factor that presents a challenge.  Our job is to stay current with the demands of end users by offering state-of-the-art technology to our SPPs.  This requires us to spend time and to invest effort to enhance our platforms on a continuous basis.  While we cannot rapidly adopt every potentially useful technology, we have tapped the resources and brainpower of our more than 30 service provider customers to selectively choose the most compelling advances – those which will be most important to their customers in the coming years.

Q: What are your competitive opportunities and threats?
A: The opportunities presented in the hosted PBX /unified communications market are substantial – the migration from IP PBX and other premise-based PBX solutions to hosted PBX is rapidly advancing but still only 15 percent to 20 percent complete.  This means that in the coming years we expect to see growth rates comparable to the 30 percent per annum subscriber increase we have been experiencing since 2013.  Unified communications has amplified the desire for businesses to move rapidly to embrace streamlined and ubiquitous communications systems, also providing an opportunity for VoIP Logic to demonstrate to the market the necessity of an organization adept in the management of the core network infrastructure.

The threats are as mentioned above – from larger, wealthier organizations with a stronger sales reach – as well as the eventual threat of communications technology moving towards a commodity offering where the per subscriber value for platform management is reduced or eliminated.

Q: How is technology/new products and services impacting your business model?
A: The rapid advances in unified communications are leading us to keep a very active road map.  Expectations for integration of our communications systems with other business automation systems in particular – like PBX to CRM or Mobile/Tablet extensions for the PBX - and general standards like WebRTC have accelerated the adoption of hosted communications. 

At the core of our platform we are continually upgrading and expanding capacity to meet the needs of our SPPs growth.

In short, new technology and faster adoption of our core offering is keeping us very busy re-investing in growth.

Q: Have you recently acquired new customers? Entered new markets? Added new services/products?
A: Yes on all counts.  We have set goals for acquiring eight new SPPs each years and, for the past six quarters, we have met this goal.  Because of our business model, there is considerable investment in the success of our partners – it is our sole vehicle for growth.  Specifically, we have added three Chicago-area service providers, a provider in Michigan, a provider in New York and an operator in Ohio in the first half of 2015.

With these additions we have SPPs based in 17 states and in 14 of the 20 largest metropolitan markets in the U.S.

During the last 12 months we have added call recording and fraud monitoring, and substantially updated our Cortex© OSS proprietary management software.

Q: Describe your relationship with COMPTEL. How long have you been a member? Why did you decide to join the association? What are you looking to gain from your COMPTEL membership (policy advocacy, new business, networking, education, etc)? 
A: As we have grown we have seen value in joining organizations that support our efforts, provide a venue for meeting other operators who are dealing with similar challenges and where the advocacy to support the overall growth of our industry is valued.  We joined COMPTEL in early 2015.  We value the shared information resources and the bi-annual events as ways to stay at the forefront of developments in our industry.  Prior to membership we have been regularly attending COMPTEL events since the inception of the company – for more than a decade.