Integra Presentation Minnesota Telecom Alliance

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Integra Presentation Minnesota Telecom Alliance Powered By Docstoc
					Minnesota Telecom
     Alliance
 Customer Service
    Conference
    April 8, 2010
  Dave Kunde

SVP & General Manager
   Integra Telecom
              Agenda
• Wireline Trends

• Broadband

• Customer Experience
       Wireline Voice Trends
                  Drivers of Change
1. Choices
  –   Competition – LNP
2. Price
  –   Bundling
3. Wireless Replacement
  –   Expanded coverage
  –   Clarity?
  –   Economic choices
  –   1985 = 340,000 cell phone subscribers in the U.S.
  –   2009 = 290,000,000 cell phone subscribers in the U.S.
4. VOIP
  –   IP Calling Platform
Wireline Voice Trends
          Wireline Voice Trends
AT&T
  – Lost 990,000 primary phone lines in 3Q08
  – Access Line loss was 10.9% year over year


Verizon
  – Lost 2.9M residential access lines in 3Q08
  – Total access line loss was over 9.0%

  Source: Telephony on-line 4/28/08
Wireline Data Trends




      • Quality   and Capacity

      •Pushing FTTH & FTTC

      •Higher Speed Data

      •Mining for Copper
                    Broadband Trends
• 75% AT&T’s U-verse TV subscribes have a
  triple or quad play option

• AT&T IP data revenue grew 7.3%

• IPTV dependent on a broadband IP connection
  to deliver their full experience

• Data revenue is replacing wireline voice revenue
Source: www.lightreading.com
            Rural Broadband Trends
• Rural Markets experienced a 16% point increase
  in broadband penetration from Q207 to 2Q09 =
  Fastest growing geographic market in the nation
• Rural broadband usage = 75% vs. the national
  average of 89%
• Stimulus Program = $7.2 billion for rural
  broadband expansion

Source: www.internetworldstats.com
Broadband Trends
               Internet Usage & Population Growth
               YEAR           POPULATION            USERS       % POP.
               2000            281,421,906        124,000,000   44.1%
               2001            285,317,559        142,823,008   50.0%
               2002            288,368,698        167,196,688   58.0%
               2003            290,809,777        172,250,000   59.2%
               2004            293,271,500        201,661,159   68.8%
               2005            299,093,237        203,824,428   68.1%
               2007            301,967,681        212,080,135   70.2%
               2008            303,824,646        220,141,969   72.5%
               2009            307,212,123        227,719,000   74.1%
        Source: Nielsen Online




              Internet Broadband Subscribers in USA
                Subscriber Statistics - June 30, 2009
 Providers                      Total 2Q09       New Subs 2Q09 Change %
 Cable companies                      38,005,172        249,471       0.66%   Twice the
 Telephone companies                  31,897,117        384,488       1.22%   Growth
 Total Broadband                      69,902,289        633,959       0.92%
 Source: Lei chtma n Res ea rch Group, Inc., June 30, 2009
Broadband Trends

   Internet Global Sites

      USERS       Y/Y Growth              Comments

    445 Million      35%        #2 site in global minutes, #2 global
                                            search engine


    390 Million      153%       #1 site in global minutes, 6 billion
                               minutes spent on Facebook each day


    55 Million      1171%       Real-time micro-0broadcasting, 5K
                                        tweets per second
        Customer Experience
• A typical dissatisfied customer will tell 6-10 people about
  the problem. A typical satisfied customer will tell 1-2
  people.
• It costs 6 times more to attract a new customer than it
  does to keep an old one.
• Of those customers who quit, 68% do so because of an
  attitude of indifference by the company or a specific
  individual.
• About 7 of 10 complaining customers will do business
  with you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% of customers
  will do business with you again.
      Customer Experience
• Customer Service
  – Customer Service is an organizational function
  – Customer Service is an important component of the
    customer experience

• Customer Experience
  – The perception that customers have of their
    interactions
  – Competitive pricing, fast delivery, local
    presence, reliable
              Summary
• Telcos are Becoming Broadband
  Companies

• The Biggest Pipe Wins

• Customer Experience is Key

				
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