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Marketing Smbs Retail document sample
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<<Add Your Company Logo Here>>
Voice/Data Managed
Communications
Add additional title here
(presenter name, date, etc.)
Agenda
Customer Needs Analysis
Today‟s Business Initiative
About <<Your Company>>
Communication Solutions
Summary and Q&A
Next Steps
Customer Needs Analysis
<< Click here to add your Customer Needs
Analysis: Discovery, Handle Objections by
turning them into questions that you can
answer, Summarize need priorities>>
Discovery
Questions
Summarize
Today‟s Business Initiative
Reduce Communication Costs
Minimize Capital Investments
Increase Employee Productivity
Deploy Mobile Workforces
About <<Your Company>>
<<Click here to add your company info>>
What is VoIP?
VoIP = Voice-over Internet Protocol
A technology for transmitting voice, such as
ordinary telephone calls, over packet-switched
data networks
Also referred to as “IP Telephony”
VoIP Facts
VoIP service is expected to be a fast
growing segment, its leap is predicted to
soar to almost $3.3 billion by 2010 from
$840 million at the end of 2005.
Hosted VoIP to increase to $1.2 billion by
2010 from $233 million in 2005
70% of SMBs would prefer a hosted VoIP
solution to a premise-based system.
Yankee Group, January 2006
How Does VoIP Work?
Phone conversation is
converted to packets
of data that travel
over the Internet or
private networks
The packets get IP Phone
re-assembled and
converted to sound on
the other end of the
Illustration is an example of how VoIP can work in your office.
call
Advantages of VoIP
Eliminates PBX Equipment
Reduces Long Distance Costs
Reduces/Eliminates Traditional Telephone Lines
Provides Calling Features & Advanced IP Applications
including flexibility and mobility
Four Digit Dialing Everywhere
Number porting supported
Local and out of region phone numbers available
Redundancy is built into the network
Recovery can be addressed with company and end
user‟s web and voice portal
VoIP Solutions
Hosted PBX
- Managed Voice Services
- Eliminates need for your PBX
National VoIP
Backbone Network
NATIONAL VoIP BACKBONE NETWORK Phase #1
Provides VoIP transport between Access POP‟s and Switch Applications
All intra-continental routes are diverse via dual Ethertnet Carriers
All routes are via “Burstable , Gigabit Ethernet” unless otherwise noted
SuperPop
Subscriber Self Provisioning
Business VoIP Packages
Feature Sets
Web-Based
Communications Management
– Call Manager
Dial, Transfer, Conference,
Hold
Your Logo Here – Contact Management
Personal Speed List
Group List
– Outlook Integration
Search and Dial/Transfer
from Contacts
Show vCard when calls are
made or received
– Call Logs
Received, Missed & Placed
Calls
Benefit Summary - Q & A
Next Steps
Pricing Proposal and Project Overview
Site Survey
Bandwidth and Router Requirements
Customer Agreement
Customer Premise Equipment Order
Local Number Porting
Installation
Training
<<End Slide>>
Contact Info
Email
Phone
<< Sales Modules >>
Module 1 – Architecture
Module 2 – Enterprise Configurations
Module 3 – IP Fax Solution
Module 4 – miReception
Module 5 – Broadworks Call Center
Module 6 – Call Flow Example
Module 1
Architecture
Regional Internet Connectivity
SuperPop Architecture
SuperPoP IP REDUNDANCY ARCHITECTURE
All Paths are Redundant and Load Share – “Any to Any” entity Connectvity
Primary
MPLS Route to
Other SuperPOP‟s
Internap
Session Border
Layer 3 Edge Router Direct
Controller
Ethernet Switch Customer Link
Heartbeat
MRSP
MRSP
State
VoIP
Applications
PSTN
Media Gateway Direct
Customer Link
Session Border
Controller Edge Router WILTEL
Layer 3
BOS Ethernet Switch
CommPartners
Applications SuperPOP
Backup
MPLS Route to
Other SuperPOP‟s
Module 2
Enterprise Configurations
Subscribers Control
Incoming Calls
When someone Your VoIP Phone rings with Caller Name and Number.
calls you… Other features include: Call Waiting, 3-way calling, Voice Mail,
Do Not Disturb, Speed Dial
Features are controlled via personal web portal
One can transfer calls to any telephone number, and a subscriber
can enable find me, follow me, and Simultaneous Ring
212-555-1000
Hi, this is Kathy,
please call me at
555-1212…
Voicemail
A copy of each voice mail message can be forwarded to your email via a .wav file
Cell Phone
You control call forwarding and other call
control features. Also, incoming calls can
simultaneous ring multiple phones.
Office Phone
Web-Based Communications
Management
When you make or
You can „Click‟ to
receive a call, you may OR Dial From Your PC
use your SIP phone or
traditional analog phone
AND
Use any telephone as your office
phone with Remote Office Your Logo
Cell Phone
Office Phone
PC Client
Phone
Small Office VoIP system
Employee Employee Bookkeeper
Company Lines
818-555-1001
818-555-1002 1001 1001 1001
1002 1002 1002
Office Manager
President VP Sales Executive Assistant
Private Lines
818-555-1003
818-555-1004
1003 1004 1001
818-555-1005 1001 1001 1002
1002 1002 1003
1004
1005
Expand the VoIP System
Retail Locations
818-555-xxxx
Serve a main office and multiple retail locations under one hosted 818-555-xxxx
solution. In this example, stores located throughout LA, Orange 818-555-xxxx
818-555-xxxx
County, San Diego and Riverside, California are all tied together 818-555-xxxx
under one hosted IP PBX 818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
Main Office District Manager District Manager Bookkeeper
818-555-xxxx
818-555-xxxx
818-555-xxxx
Company Lines 310-555-xxxx
818-555-1001 310-555-xxxx
818-555-1002
1001 1001 1001 951-555-xxxx
1002 1002 1002 951-555-xxxx
909-555-xxxx
Private Lines President Vice President
909-555-xxxx
818-555-1003
818-555-1004 Office Manager 619-555-xxxx
818-555-1005 Executive Assistant 619-555-xxxx
805-555-xxxx
1003 1004 1001 805-555-xxxx
1001 1001 1002
1002 1002 1003 213-555-xxxx
1004 213-555-xxxx
1005 949-555-xxxx
949-555-xxxx
213-555-xxxx
213-555-xxxx
714-555-xxxx
714-555-xxxx
Auto Attendants
Retail Locations
818-555-xxxx
818-555-xxxx
818-555-xxxx
Primary Auto Attendant
818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
Local auto attendants 818-555-xxxx
818-555-xxxx
for each store
818-555-xxxx
818-555-xxxx
818-555-xxxx
818-555-xxxx
310-555-xxxx
Main Office District Manager District Manager Bookkeeper 310-555-xxxx
951-555-xxxx
Company Lines 951-555-xxxx
818-555-1001
909-555-xxxx
818-555-1002
909-555-xxxx
1001 1001 1001
1002 1002 1002 619-555-xxxx
619-555-xxxx
Private Lines President Vice President
818-555-1003 805-555-xxxx
818-555-1004 Office Manager 805-555-xxxx
818-555-1005 Executive Assistant
213-555-xxxx
213-555-xxxx
1003 1004 1001
949-555-xxxx
1001 1001 1002
949-555-xxxx
1002 1002 1003
1004 213-555-xxxx
1005 213-555-xxxx
714-555-xxxx
714-555-xxxx
Module 3
Advanced Communications
™
IP FaxSolution
™
IP FaxSolution
Ideal Customer
- Businesses who require inbound Faxing in order to be successful
(Travel Agencies, Hospitality businesses, Exporters)
- Businesses who require inbound Faxing in order to comply with
legal requirements (Doctor/Healthcare Offices, Law Offices,
Banks, Real Estate Offices, Title Companies, Escrow Companies)
- Entities with a heavy “Fax culture” (Government agencies, Non-
profit organizations, Educational institutions)
IP Fax Solution™
How it Works
National IP-
MPLS Network
How IP FaxSolution™ Works (Incoming Faxes Only)
™
IP Fax Solution -
The Advantages
Receive faxes directly in your email Because our Network Provider is a
account nationwide CLEC, SMB customers can
preserve a consistent and professional
If you have access to your email, you image with a fax number in the area
can access your faxes code of their choice or you can port
You can read your faxes in the privacy your existing fax #.
of your email account. Our Network Provider manages its
Emailed faxes can be archived own robust, nationwide, proprietary
electronically, creating easier filing and network, enabling its end-users to use
documentation. their broadband connections for
receiving faxes quickly and reliably.
Emailed faxes can be “forwarded” to
multiple parties with the touch of a We are your total source for a bundled
button. solution, including VoIP phone service,
nationwide and international long-
SMB Customers can buy as few as distance, and a full suite of other
one (1) fax number. productivity-enhancing features.
SMB Customers receive up to 150
incoming pages for your monthly
recurring fee.
Module 4
Advanced Communications
®
miRECEPTION
IP Attendant Console
®
miRECEPTION
IP Attendant Console
Ideal Customer
- Switchboard operators or receptionists
- Typically SME or Large Enterprise
Sources of Value
- Improve productivity & ergonomics for operators
- Advanced call control
- Tight platform integration (BroadWorks)
- Access to contact repositories
- Messaging and presence
- Support multiple user input controls
- Customizable
- Easy deployment and update
®
miRECEPTION
User Interface
Click on the icon
above to view
miReception® Demo
miRECEPTION Default Interface
®
miRECEPTION
Features & Benefits
Ergonomic Workflow – improves call handling & productivity
Call Control – easily manipulate calls at the touch of a button
Contact Repository – tight BroadWorks OSS integration
Contact Searching – find the contact you need quickly using indexed
and keyword searches
Phone / Contact Status – saves time
Customizable Interface – for that personal touch
Messaging Support^ – email, SMS, and instant messaging for
collaboration
^ indicates available in a future release
®
miRECEPTION
Features & Benefits (cont.)
Mass Contacts – support up to 40,000 contacts for large enterprise /
campus installations
Caller/Callee ID – know who is calling and who you are calling at all
times
Call Register – so you always know how many calls you take, and how
quickly they are handled/managed
Operational Scenarios
– low volume
– high volume
– geographically dispersed network attendants
– Serviced office or executive suites
Service Provider Deployment Kit – for SP control of customized
installs, auto-updates and deployment methods
Module 5
Broadworks ®
Call Center
Broadworks® Call Center
Supports basic call
centers
Allows businesses to
receive incoming call from
a central phone number
Multiple call centers can
be supported
Allows call center agents
to be geographically
distributed
Broadworks Call Center ®
Features
Voice Mail - if there are no more agents to handle Statistics - statistics are generated for each call
an incoming call or the call goes unanswered for a center and each agent on a configurable period.
specified amount of time, the call can be forwarded The statistics are periodically reported to a
to a call center voice mailbox. configurable email address in CSV format and
are viewable to the group administrator via the
Night Service - calls received after-hours or on web portal.
non-business days can receive a service menu of
options allowing a caller to leave a voice message Service Integration - any Broadworks personal
or transfer to an emergency number.
service can be assigned to the call center phone
number to customize the call center group. This
Multiple Call Distribution Policies - incoming calls includes services such as call forwarding, call
are handled according to the selected policy, which notification, call screening and voice messaging.
includes uniform call distribution, linear hunt group,
circular hunt group, no-answer and simultaneous
ringing. Queue Flushing - when all agents in the call
center group logout, queued calls are
Call Queuing - when all call center agents are automatically sent to the call center group voice
busy, incoming calls can be queued until they can mailbox.
be presented to an available agent. Calls in queue
are provided with an initial greeting, a periodic
greeting and audio on hold. All greetings and audio Outlook Contact Integration - vCards from the
are configurable for each call center. agent‟s Outlook or Exchange contact database
pop-up for incoming calls.
Queue Escape - callers who are queued can press
a key to be sent directly to the call center voice Agent Login/Logoff - agents can login and
mailbox instead of waiting for an available agent. logout from the group so that calls are only
presented to agents that are on duty.
Overflow - when a call center cannot accept any
more calls, incoming calls can be forwarded to an Screen Pops - incoming calls pop-up on a web
overflow phone number. screen showing information associated with the
incoming call. A group-specific URL is accessed
for each call.
Call Center
Admin Web Portal
Call Center Statistics Agent
avg. time time number
number calls with logged calls not
Agent Name received agent off time busy time idle answered
Rep1 name 1 3:26 0:00 0:03 23:57 0
Rep2 1 1:34 0:00 0:02 23:58 0
24:00:0
Rep3 0 0:00 0:00 0:00 0 0
24:00:0
Rep4 0 0:00 0:00 0:00 0 0
24:00:0
Rep5 0 0:00 0:00 0:00 0 0
Call Center Statistics Group
avg.
avg. avg. hold
number number number number time avg. avg. agent time
incoming calls busy calls with time in agent logged before
timestamp calls queued overflow answered agent queue busy off loss
Aug 23 2005 1:00:00
AM 1 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 2:00:00
AM 0 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 3:00:00
AM 0 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 4:00:00
AM 0 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 5:00:00
AM 0 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 6:00:00
AM 0 0 0 0 0:00 0:00 0 0 0:00
Aug 23 2005 7:00:00
AM 3 1 0 0 0:00 0:42 0 0 0:42
Aug 23 2005 8:00:00
AM 5 1 0 1 3:26 0:37 0.1 0 0:37
Aug 23 2005 9:00:00
AM 2 0 0 1 1:34 0:00 0 0 0:00
Module 6
Call Flow Example
Call Flow/Site Survey
Example – ABC Hosting
