2. Corporate Overview
•
Leading global provider of conferencing and virtual event solutions
•
Corporate headquarters in Reston, VA (since 2001)
•
Operations in 26 countries
•
12+ years conferencing experience
•
Executed 100.3 million conference call minutes in 2013
•
Worldwide production capabilities
•
World class global partnerships
•
Extensive blue chip client base
•
Largest services team in the Industry
•
Communiqué Conferencing has maintained an A+ rating with Business
Bureau's (BBB) Accredited Business certification since October 2002. This
award confirms Communiqué's commitment to customer satisfaction and
excellence in business practices.
3. Communique Conferencing Advantages
• 24x7x365 live support: Support centers based in North
America, Europe and Asia provide service 24x7, local
representation, in-country language (19 languages) or familiar
dialects.
• Reliable and scalable: Redundant conference call facilities are
distributed worldwide throughout seven (7) cities in the United
States, three (3) cities in Canada, and six (6) cities international.
Supports up to 10,000+ callers.
• No attendee hold time: Eight operations centers are staffed to
meet the demands high-volume calls with no hold time.
• Experienced staff: Our operators are professionally voice
trained to pronounce the speakers names and execute your call
correctly.
• No unused line fee: We are one of the only providers that does
not charge for a minimum amount of lines reserved. You pay only
for the attendees that join.
4. Deep Global Commitment
Commitment to quality and service worldwide:
• Operations facilities in Europe, Asia Pacific, Canada,
Latin America and U.S.
• 100% focus dedicated to conferencing
• Global footprint: systems, products, processes
and operations in synch
• Integrated systems: all facilities work off the
same network
• Multilingual: our support staff is equipped to
handle a multitude of languages
44 employees
2512 employees
115 employees
33 employees
378 employees
5. Strong Presence: United States
Northwest Offices
San Francisco, San Mateo,
Seattle, Portland, Denver,
Kansas City, St. Louis
North Central
Offices
NY / NJ Offices
Chicago, Ohio,
Minneapolis
New Jersey, Manhattan
Northeast
Offices
Boston,
Philadelphia,
D.C
Southwest Offices
Phoenix, Los Angeles, Irvine,
Houston, Dallas
Southeast Offices
Atlanta, Carolinas, Tampa, Fort
Lauderdale
6. Europe, Middle East & Africa
•
Primary Call Centre and bridges
located in Gloucester, UK with colocation site in Swindon, UK.
•
Sales offices in: Bracknell, UK;
Glasgow, UK; London, UK; Paris,
France; and Frankfurt, Germany.
•
Billing available in variety of
currencies and languages.
•
Support available in a variety of
languages:
English
+ French
+
German
+ Spanish
+
+
Italian
Swedish
+ Russian
+ Polish
+ Arabic
+
7. Asia Pacific
•
•
Three primary call
centers: Australia
(Sydney), Singapore and
Mumbai, India.
• Billing available in variety of
currencies and languages
Seven bridge locations:
Sydney; New Zealand
(Auckland); Tokyo; Hong
Kong; Shanghai;
Singapore; and Mumbai.
• Support available in a variety
of languages
• Almost 50% of employees are
bi- and tri-lingual
Sales offices in: Australia
(Sydney and Melbourne;
Singapore; Hong Kong;
Shanghai; Auckland;
Tokyo; Mumbai; Delhi;
Bangalore; Chennai;
Pune; and Hyderabad.
English
+
Mandarin
+
•
+
Cantonese
+
Japanese
+
Indonesian
+
Taiwanese
+
Malaysian
+
Vietnamese
8. Canada
• Operations in
Edmonton, Alberta
• Sales in Edmonton,
Alberta; and
Toronto, Ontario.
• Support available in
English and French.
9. Features
•
Full or Partial Operator Assistance
•
Participant Reporting
•
Online Scheduling
•
LeaderView
•
Event Registration
•
Project Accounting Codes (PAC)
•
Sub-conference
•
Record & Playback
•
Live or Archive Audio Streaming
•
Roll Call
•
Dial-Out
•
Security Passcode
•
Entry/Exit Announcement
•
Lock/Unlock
•
International Access
•
Interpretation
•
Mute All Attendees
•
Recurring Call Scheduling
•
Q&A
•
Custom Script
•
Transcription
•
Approved Attendee List
•
Polling
•
Web Conferencing
•
Communication Line
10. A Typical Operator Conference Call
Pre-Call
•
Your assigned a dedicated account manager as a single point of contact to assist with anything that you need.
•
Scheduling your calls is easy. Our advanced reservations system captures and stores your call profile including all necessary
call features. When scheduling subsequent calls you do not have to repeat everything.
•
Conference call information is communicated in a clear, easy-to-understand format to attendees.
•
The call leader and the scheduled speakers gather in a Sub-Conference before the call begins to go over the agenda and
discuss last-minute updates. The operator will finalize any last minute logistics such as who to turn the call over to, how to
pronounce speaker names, Q&A, polling, etc.
•
Callers can dial either a toll-free or toll number to access the call. For international attendees we offer international toll-free
access numbers in 98 countries and local access numbers in 23 countries. You can also choose to have the operator(s) dial
out to speakers and/or attendees to connect them into the call.
•
The operator(s) gather any necessary information (e.g., name, affiliation, etc.) and place them into the call.
•
The participants hear music (or custom announcement) until you are ready to start.
During the Call
•
All operators are voice talent trained and perform a professional speaker introduction. You can use the standard introduction
script or customize as you'd like. It sets the stage for the conference and opens the call in a clear and professional manner.
You can provide an approved attendee list (optional) to make sure only certain approved attendees can join.
•
A dedicated communications line can connect the operator handling the call to a point of contact at your location for instant
support access.
•
The call can be conducted in Lecture Mode so that all participant lines are muted during the presentation to reduce
background noise and minimize interruptions.
•
Once the presentation has concluded, the operator can administer a Q&A session. Participants indicate that they have a
question using their telephone keypad, while the operator manages the question queue in a professional and orderly fashion.
When each one's turn comes, the appropriate line is unmuted, an introduction is made and the questioner takes the floor.
While in queue the attendees will still hear the conference.
Post-Call
•
An attendee report is emailed immediately following the call showing all of the information gathered from participants as they
joined the call.
•
Transcription service is available if you need a written account for use in press releases and news wire services.
•
The call can be digitally recorded for playback via online streaming, MP3, CD ROM, tape, or toll-free dial-in number. Added
information is captured in an online report from those people dialing into the playback providing you with
the same information that was collected from the live call participants.
11. Online Access to Manage Your Call
•
Sort participant details and
connection status within the
Participant List and Q&A tabs.
•
Download a Participant List at any
time during the conference call.
•
Control the Q&A Queue:
•
•
Delete participants from the
queue.
•
•
Advance a participant to the
current questioner position.
Move participants up and down
within the Question Queue to
prioritize questioners.
Chat to Operator by exchanging
text-based messages during the
conference call.
12. Record & Playback
Digitally record your conference call for participants who were unable to
attend or for those who would like to listen to it again. Several playback
formats are available: For easy, 24/7 availability, the recording can be
accessed on the Internet or by dialing a toll-free number. You may also
purchase a CD, downloadable link or a transcription of your recording.
Available formats:
•
Online streaming archive – send attendees a link to listen to your
recording online
•
MP3 or WAV file – download a copy of your recording
•
Telephone playback – attendees dial a toll-free or local access
number and enter a PIN code to listen to your recording
•
CD ROM – Records the call to a CD ROM format
13. Support Before & During Meetings
Pre-Production: Before the call, we:
•
Assign a dedicated account manager
•
Help schedule the call
•
Manage aspects of a dry run
Production: During the call, we:
•
Provide 24x7x365 live technical support to presenters and attendees
that have questions or need help joining
•
Monitor the call for quality
•
Introduce the speakers
•
Record the call for playback
•
Manage Q&A
Post-Production: After the call:
•
Provide an attendee report
•
The recording is available for playback online or download
18. 24x7x365 Live Support
Customer Support Centers
Presenter & Attendee Assistance
• Georgia (2)
• Less than 1% of meetings
require technical support
• Colorado
• New Jersey
• Edmonton
• London
• Sydney
• Singapore
• Number one support request is
users forgetting their conference
ID or PIN
• Skilled operators assist with
audio, web and video in one call
• Requests answered within 11
seconds on average
• Help available by phone, e-mail
or within the meeting
• No menu prompts
21. Awards
Communiqué Conferencing named as one of America's 5000 fastest growing private companies in
America. As an Inc. 500/5000 awardee, Communique Conferencing shares a prestigious pedigree
with such notable alumni as Intuit, Zappos, Under Armour, Microsoft, Jamba Juice, Timberland,
Visa, ClifBar, Patagonia, Oracle, and scores of other powerhouses.
Awarded ‘Best
Webinar Solution’ by
Elearning! Magazine
Frost and Sullivan North American Market Share Leadership Award – 2010, 2011
Recognized as one of the top philanthropic and green businesses in the Washington,
DC metro area.
Communiqué Conferencing has maintained an A+ rating with Business Bureau's (BBB) Accredited
Business certification since October 2002. This award confirms Communiqué's commitment to
customer satisfaction and excellence in business practices.
22. The 3 Pillars of Communique:
Conferencing, Customer Service, Culture
Culture
Customer Service
Conferencing
23. Communique Conferencing Core Values
1. Deliver Fanatical Customer Service
2. Honesty and integrity with everything we do
3. Value customer relationships as partnerships
4. Develop and maintain world-class employees
5. Embrace and Drive Change
6. Do More with Less
7. Be Passionate and Determined
8. Be Humble
