Shimmer

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  • A major increase in the number of worldwide broadband subscribers, along with the popularity of wireless- and VoIP-enabled equipment, accounts for customer premise equipment (CPE) market growth of nearly 20 percent in 2005, said In-Stat in its report, “Broadband CPE 2005: Focus on VoIP, Integration & Wireless.” The broadband CPE market, made up of devices that include modem and home-networking functionality, is moving away from being dominated by modems to a heavier focus on gateways, according to the research firm. "Broadband service providers are behind this transition, as they believe that it is necessary to deliver more advanced services. This transition will enable service providers to provide a back-end managed home network and add opportunities for additional revenue," said Joyce Putscher, In-Stat analyst. In-Stat also found many consumers are trying to save money on their phone bills by using VoIP; this is boosting the market for VoIP-enabled CPE. Also, the transition from two-box devices – such as modem/router combinations – to one-box residential gateways for home networks means fewer boxes are being sold. This two-for-one box transition, however, will impact total broadband CPE unit growth over the next five years, said In-Stat. In-Stat     http:// www.instat.com /
  • The diagram above illustrates the concept of IP FaxSolution, wherein your Small Business customer is the fax receiver, and can access any number of facsimile transmissions from any number of senders via his/her email. When your customers sign up for IP FaxSolution service , you are essentially assigning them a DID that can mimic the tones of a fax. When a Fax machine dials the phone number corresponding to the IP FaxSolution DID, the IP FaxSolution DID gives all the proper signals to the Fax machine to allow it to send a transmission. The transmission is then converted into a .PDF image file, attached to an email, and sent to the designated user’s inbox.
  • Shimmer

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

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