Transcript agent presentation

Televergence Solutions (TSI)
Agent Partner Program
April 2016
Company Background
High capacity and connection Inbound Toll Free & Outbound Long Distance
U.S. 48 and Canada
U.S.-based, 24 x 7 x 365 Network Operations Center (NOC)
Resolve Ticket System accessible from any browser
Frontline technical team has an average of 17 years’ telecom experience
Consistent 30 year ownership and leadership
Exemplary regulatory and industry reputation
Exceptionally long average length-of-customer statistics
Company Background (Con’t)
Value Propositions & Competitive Advantages/Differentiators
C-Level Account Management: CEO, CTO & Channel Manager
Very long length-of-customer statistics
First invoice and cost savings review
TDM to SIP Conversion Program: loan equipment and program oversight
Average MRC savings exceeds 50%
Customer Success Stories
Products
Origination - Toll Free
Highest quality Toll Free service that competes with all
Tier 1 carrier pricing
Requirements
+85% Answer-Seizure Ratio/Call Completion Rate (ASR)
+1 minute Average Length of Call (ALOC)
Short duration (SD) not to exceed 10%
Offered in a variety of price models (Non-LCR flat rate is preferred)
Products (Con’t.)
Termination - Call Center
Sold on an ICB to retail call centers and in conjunction with
Inbound Toll Free and/or local services
Requirements
+50 ASR
No LCR or carrier customers
SD traffic/percentage on an ICB
Account pre-approval is required
Products (Con’t.)
Termination - Conversational
Enterprise and Carrier environments with traditional domestic traffic
Requirements
+50% ASR
+ 1 minute ALOC
SD not to exceed 10%
Products (Con’t.)
Termination - Conversational Tier 1 / Directs
High quality enterprise and rural call completion
Guaranteed RBOC equivalent service levels
Requirements
+70% ASR
+ 1minute ALOC
SD not to exceed 10%
Products (Con’t.)
Termination - International
Blended Tier 1 international routes with other international
directs
Requirements
+1 minute ALOC
Retail only
SD traffic not permitted
Ideal Customer Profile
Call Centers
High capacity and connection Inbound Toll Free & Outbound Long
Distance
Small Regional Cable Companies
Independent Wireless Providers
Network
A Mature IP Network Design
In 2005, TSI initiated a facility and network redesign focused on
disaster recovery and uptime
Goal was a network edge transformation into a self-managed
entity that viewed traffic flows and managed the asymmetrical
nature of Real Time Transport Protocol (RTP) packets
Network (Con’t.)
Each regional Point of Presence (POP) is built in a carrier
neutral facility that utilizes diverse power and fiber optics paths
They are islands unto themselves and maintained with
buildout and capacity designed for the complete failure of
a site
They are configured as a Border Gateway Protocol (BGP)
entity with a dedicated provider independent IP space,
Cisco based edge routing and core switching with a high
density Dell blade server design
Network (Con’t.)
Software Defined Telephony Network (SDTN)
TSI developed the concept of an SDTN that allows continuous
improvement and enhancement based on customer feedback and
requests
Each call that transits our network is treated as a single telephony flow
As a call is picked up on the edge of our platform, it is tagged and
monitored for signalling and media variances
Unlike many carriers, TSI retains copies of full Session Initiation
Protocol (SIP) signalling packets which allows extended reporting
Network (Con’t.)
We monitor for customer and carrier level interoperability
issues that negatively impacts call performance; i.e.
dropped calls and call failures
Every call that touches our network also proxies media
through our switch, where we apply and log media statistics
including Mean Opinion Score (MOS) and Quality of Service
(QOS) metrics which provides the ability to perform post and
real time analysis of degraded audio streams and media
failures
Customer Support & Technical Team
Trouble tickets submitted via the Resolve Ticket System are
acknowledged and assigned immediately
Frontline technical and support team has an average number of
17 years telecom experience
Escalation procedures are well-defined and include the CTO,
CEO and Channel Manager for tickets that are not resolved
timely
Customer Qualification Process
Pre-Qualification
Mandatory Discovery Call with Agent, TSI Team Member and
Customer Team Member
Customer must demonstrate minimum $1K/month/usage
If warranted, a Technical Pre-Qualification Call w/ TSI CTO is
scheduled/occurs
Details are submitted to TSI CEO
Process moves to next phase upon approval by TSI CEO
Customer Qualification Process
SIP Activation & Qualification
Interop/Testing is scheduled/occurs
Upon acceptance of testing results by TSI and Customer, MSA
contract review begins
Credit approval occurs
Document execution occurs and Customer is turned up for
production
Agent Onboarding Process
Prospective Agent & TSI agree there is alignment
NDA executed
Agent Information Form
Strategic Agent Partner Agreement (SAPA)
SAPA Schedule A: T’s & C’s
SAPA Schedule B: Commission Schedule
SAPA Schedule C: CPNI & Cramming & Slamming
SAPA Schedule D: Rate Plan/Product List
W-9
Agent Support Features
C-Level Account Management
CTO
CEO
Channel Manager
Sales & Marketing
CRM-based target/lead and account management
Resolve Ticket System
24 x 7 x 365 access from any browser with real time updates and status
First invoice and cost savings review
Nancy Ridge (Telecom Brokers) Agent Testimonial
Telecom Brokers has enjoyed a very successful relationship with TSI since 2001
Consistent quality, outstanding customer service and customized support has
resulted in some of our largest clients remaining with TSI for 8-10 years
Deb Ward has created a culture of excellence and innovation
TSI supports the Channel 100% and always acts in a spirit of collaboration
Bringing our business to TSI is a pleasure and a win-win
Kendall Schmidt (Complete Communications)
Agent Testimonial
We learned about TSI after we lost several big deals to them
We soon began selling TSI's long distance product, and we started winning
This has been one of the best business decisions our company has made
TSI takes exceptional care of the customer and the partner
TSI is a trustworthy provider in a very competitive telecom landscape
Rich Stokey (Smart Consultations) Agent Testimonial
Competitive rates and exceptional service make TSI my standard “go to” for my
client’s telecom needs
Working with TSI and Deb Ward is like working with old friends
Needs are presented and their response insures that your needs were heard
Rest assured, when you trust your business to TSI, you have an agile partner who
cares and makes every effort to reasonably accommodate your needs
Televergence Solutions (TSI) C-Level Account Management
Improves 500+ Seat Call Center’s Profitability
Call Center’s verticals: debt collection, medical notification, and political dialing
Carrier mix included five: two Tier 1’s and three Tier 2’s (including TSI)
90% predictive dialing using a combination Dialogic TDM and next generation
VoIP systems
Post expansion issues were negatively impacting profit and call ratios
Deteriorating call quality
Failing calls to certain regions
Poor drop and sales-to-call ratios and one way audio
Customer addressed these issues with each of the five carriers
● Only TSI’s C-Level Account Management accurately diagnosed and
resolved the issue resulting in TSI becoming one of their carriers of choice
Market Research Association (MRA) Call Center Co-Member Improves
Quality & Saves 55% on Long Distance & Toll Free Service
Call Center’s verticals: market research and polling for national brands, was
“somewhat satisfied” w/ current Tier 2 carrier and not actively shopping
Access was via 20+ T-1/PRI circuits with occasional voice quality issues
Monthly spend averaged $6,000.00 in usage plus $4,000.00 in access
Had poor test results with another carrier using a carrier-provided Cisco 5300 that
they had no access to
Referral source positioned TSI as a dialer expert who would improve quality and
substantial savings
TSI was the only carrier who designed a custom solution that saves an average
of 55%.. Customer has now converted all local and long distance traffic to
TSI and disconnected their CLEC provided PRI’s
Televergence Solutions (TSI) Saves 10 Year International
Broadcasting Call Center Customer 35% Over AT&T
Call Center’s Background
One of the oldest, largest broadcasting companies in the Asia Pacific region
Their U.S. switch routed calls to their headquarters/call center in the Philippines
and brought to TSI in ‘04 by Consultant who designed and managed their
U.S. data network
Products/Services
Low cost calling card for resale
Domestic Toll Free
International Long Distance
Colocation
TSI continues to deliver custom solutions at a 35% savings over AT&T