Transcript Hosted Voice and Hosted Contact Center

Hosted Voice &
Hosted Contact Center
How Are You Connecting With Customers?
21%
Shoppers prefer live
chat
82%
Consumers who switched
said the brand could have
done something to stop
them
23%
Shoppers prefer
telephone
92%
Customers form their
opinion about a company
based on their call center
54%
Shoppers prefer email
66%
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Consumers switched
brand or business due
to poor customer
service
Business Challenges in Meeting Goals
1. Missing sales opportunities
2. Business Continuity readiness
3. Leveraging new technology
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Enhancing
the customer
experience.
Why Hosted Voice?
Capital and personnel
cost savings
Reduces risk of rapid
technology
obsolescence
Gartner — IT Market Clock for Communications Services, 2013
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Modernize existing
premises-based
telephone
environment
Reimagine Your Phone System
EarthLink Hosted Voice is a state-of-the-art, full featured phone
system solution
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Hosted Voice — How We’re Different
Rapid Onboarding
Fully Managed
Dedicated installation team
Local area network
Customer support group
Desktop phones
Administrators & end-user training
Disaster Recovery
Flexibility
Call Routing
Multiple access options with QoS
Mobile Communicator
Hosted Contact Center
Power over Ethernet
Premium options
Battery Backup
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How Customers Benefit
• High call quality
• Improved client
service
• Supports remote
employees
• Obsolescence
avoidance
• CAPEX savings
Our Customers case study page
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• Avoided large
CAPEX
• Enhanced client
experience
• Reduced costs
20%
• Improved call
clarity
Business Impact Analysis
Assess the costs and benefits of EarthLink Hosted Voice:
How can your business benefit?
Run the Business Impact Analysis Tool
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Make It Yours
Design a phone system that best meets your needs
and budget.
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Choose access methods by location
Specify number of seats and service level for each seat
Create the service bundles desired
Select from a variety of IP phones
Enhance your phone system with optional services
Select Your Service Level
Choose the service level based on your requirements:
Standard Bundle
• Deployed over EarthLink Complete
MPLS or Internet Network
• Full Feature bundle of converged
minutes, Toll Free and email
• Includes router, switch, POE and
Battery Backup
• IP Phones provided
• All 4 seat types
• Virtual training
• Supports Hosted Contact Center
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Standalone
• Deployed over your existing Network –
Bring Your Own Access (BYOA)
• Basic bundle of 100 minutes of use per
seat
• Router and switch as optional add-ons
• IP Phones provided
• Standard & Remote Worker seat types
• Virtual training
• Supports Hosted Contact Center
Select Your Seat Type
Choose the seat type based on end user requirements:
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Basic Seat
Standard Seat
Premium Seat
Remote Worker Seat
For shared or
public phones (no
Voicemail)
For users who do
not require
communication
outside of the
office, mobile
integration or call
routing
For users who
need advanced
tools for
productivity
including mobile
integration, more
storage capacity
for voicemail, fax
& contacts
For individual users
who work from
home or any fixed
location outside the
office
Take Your Office Anywhere
• Make any mobile device a
business line
• View and click to dial your
company contacts
• Maintain a single voicemail box
with unified messaging
• Manage call routing and
preferences
from any PC or MAC
• Always be a local call away
from your office
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Hosted Contact Center
Engage in more intelligent customer conversations.
Connect with
your customers
via email, chat,
web, phone, or
social media.
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Never Miss an Opportunity
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Stay connected with
your customers
Reduce costs
Improve staff
effectiveness
Technology to meet
business goals
Simple to manage
Guaranteed reliability
and quality
Why EarthLink?
EarthLink Hosted Contact Center integrated with EarthLink
Hosted Voice on a private network to deliver….
Guaranteed
voice quality
Contact Center
awareness of
staff member
availability
Guaranteed
service
availability
So you can provide the best customer experience.
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Hosted Contact Center Service Levels
• Three levels of service for staff members
• Fully integrated with EarthLink Hosted Voice
Standard
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Call routing
In & Outbound
Skills Based Routing
Monitoring
Call Recording
Reporting
Premium
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Standard +
Standard CRM Integration
Advanced Call Routing
Web Chat
Social Media Support
IVR support
Platinum
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Premium +
Custom CRM integration
Workforce Management
Customer Feedback
Screen capture and
recording
Text to Speech
Speech Recognition
Hosted Contact Center Reporting & Dashboard
• Over 100 Reports available!
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Your Satisfaction is Our Priority
Ongoing Customer Care
& Repair
Installation
• Dedicated Project Manager
• Site survey for all locations by
Field Engineers
• Solution design modeled to meet
your business needs
• Pre-installation visit by Field
Engineers to sites
• Provisioning and testing by Field
Engineers
• Training coordinated by Project
Manager
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Post-installation Support Team
Customer Care team
Technical Support team
Customer Resource Center
User guides, tutorial videos
Training Tailored to Your Solution
Training Courses by
Certified Instructors
• On-Site
• Online
Self-Paced Online Training
• Administrator Tutorial
• End User Tutorial
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Reimagine Your Phone System
Let’s discuss further how your business can benefit from Hosted
Voice and Hosted Contact Center.
Staff
effectiveness
Stay
connected
Reliability
& quality
Technology
How can your business benefit?
Run the Business Impact Analysis Tool
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Reduce
costs