Clear Voice Training


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Clear Voice Training

  1. 1. Clear Voice<br />
  2. 2. What is Clear Voice? <br />A simple telephone service using broadband instead of an old-fashioned phone line<br />
  3. 3. The Clear Voice Strategy<br />For Customers<br />For Partners<br />For Clear<br /><ul><li>Quality Residential Voice
  4. 4. Feature-Rich Service (not just dial tone)
  5. 5. Portability Today
  6. 6. Mobility Tomorrow
  7. 7. More Products to Sell
  8. 8. More Sales Team Commissions
  9. 9. More Sales Rep Commissions
  10. 10. More Reasons to talk with customers
  11. 11. WiMAX is Here
  12. 12. Customer Loyalty
  13. 13. Pullbacks & Attrition
  14. 14. Increase ARPU
  15. 15. De-commoditize Broadband
  16. 16. Compete w/ Cable & DSL</li></li></ul><li>Local Calling Area<br />Entire United States<br />Including Alaska & Hawaii<br />All of Canada<br />Puerto Rico<br />
  17. 17. International Rates<br />We have excellent International rates<br />$0.02 cents per minute to many populated areas of Mexico, and Western Europe<br />International Call Rates change often and without notice – refer to<br />
  18. 18. Quality of Service (QoS)<br />What is QoS?<br />Prioritizes voice traffic over data traffic to reduce noise and other call interruptions<br />With Clear Voice over a CLEAR connection, both inbound and outbound voice traffic are prioritized<br />Pure play providers like Vonage, Packet8, Skype and magicJack can’t offer this quality because they don’t control the broadband connection<br />
  19. 19. Clear Voice Competitive Analysis<br />$50<br />$45<br />$40<br />$35<br />$30<br />$25<br />$20<br />Increasing Monthly Cost<br />$15<br />Basic Dial Tone <br />Local Calling & e911<br />Full Class-5 Features & Voicemail<br />Basic Class-5 Features & Voicemail<br />Advanced VoIP Features<br />Unlimited Domestic Long-Distance<br />Increasing Feature Capability<br />
  20. 20. <ul><li>ETF does not pro-rate down over time
  21. 21. Clear Voice Adapter: Regular price $50 + Instant rebate $35 = $15</li></ul>Clear Voice Pricing<br />
  22. 22. Competitive Position<br />
  23. 23. Competitive Position<br />
  24. 24. Included & Required Equipment<br />In the Box<br />Clear Voice Adapter<br />Power Adapter<br />Ethernet Cable<br />Quick Start Guide<br />Requirements (not included)<br />High-Speed Internet<br />Telephone and cable (RJ-11)<br />Computer with internet access<br />Required to activate, not to make or receive phone calls<br />Ethernet Cable<br />Linksys 2102<br />(Clear Voice Adapter)<br />Power Cable<br />Quick Start Guide<br />
  25. 25. Customer Setup – Basic Installation <br />
  26. 26. Clear Voice with a wireless router<br />The ATA should be connected directly to the Clear modem<br />The wireless router should be connected to LAN port on ATA<br />The phone will connect to the ATA<br />The ATA should be installed directly behind the modem. This allows voice traffic to have top priority and makes troubleshooting easier. <br />
  27. 27. Inside Wiring<br />Best option: multi-station cordless phone system<br />Clear does not offer inside wiring services<br />If the customer chooses, they can wire their home for multiple phone jacks <br />Hire a professional <br />Make the modifications themselves <br />Network Interface Unit (NUI) – located on the outside the customer’s house<br />Disconnect all plugs and thoroughly cover the ends of each one with electrical tape<br />Give the customer the Clear Voice Inside Wiring Guide<br />
  28. 28. Recommend a 5.8 Ghz Multistation Cordless Phone<br />No interference from 2.4 phones<br />No reliance on inside wiring<br />Very cost effective<br />Recommend a Phone<br />VTech 5.8 GHz Cordless Phone w/ Caller ID & 2 Handsets - $25.00<br />
  29. 29. Customer Setup<br />Clear Voice with wireless router<br />Clear Voice Adapter connected directly to Clear Modem<br />Wireless router connected to LAN port on Clear Voice Adapter<br />Phone connected to Clear Voice Adapter<br />Clear Voice Adapter should be installed directly behind Clear Modem - this allows voice traffic to have top priority<br />
  30. 30. Fax & Analog Lines<br />Fax machines work across all markets<br />Analog Line Devices work, including<br />Credit Card Machines / DirecTV & Dish DVR<br />“Rule One”: Use Ethernet first<br />Requires *99 Dial Prefix<br />Alarm systems: NOT recommended, NOT supported<br />
  31. 31. Features<br />Ordinary Features<br /><ul><li>Caller ID
  32. 32. Call Waiting
  33. 33. Call Forwarding
  34. 34. Basic Voicemail
  35. 35. Do Not Disturb
  36. 36. 3-Way Calling
  37. 37. E911 Compliance
  38. 38. Local Number Portability</li></ul>Extraordinary Features<br /><ul><li>Remote Management
  39. 39. Advanced Call Forwarding
  40. 40. Simultaneous Ring
  41. 41. Voicemail to E-mail
  42. 42. Call Blocking
  43. 43. Call Screening & Adv. DND
  44. 44. Call Activity History
  45. 45. Portability
  46. 46. Secondary Phone Numbers
  47. 47. Phone Number Management</li></li></ul><li>Remote Management<br />Puts user in control<br />Web-based, easy to use<br />Star codes are for old telephone companies<br />Available from any Web browser<br />
  48. 48. Advanced Call Forwarding<br />Pick Source Numbers<br />Pick Destination Numbers<br />Simultaneous or in Sequence<br />Create Multiple Schedules<br />Create Multiple Rules<br />Edit from Anywhere<br />
  49. 49. Simultaneous Ring<br />Operates Like Find Me/Follow Me<br />One Number per Person<br />Power and Control<br />Your Phone Number<br />(425) 555-1234<br />PRIMARY <br />WORK PHONE<br />CELL PHONE<br />HOTEL PHONE<br />HOME OFFICE<br />HOME<br />
  50. 50. Features Sell (Demo Simultaneous Ring)<br />Demo on MyAccount - doesn’t require a telephone<br />Log into MyAccount – click on “Features”<br />Click on “Advanced Call Forwarding”<br />Click on “Edit rule”<br />Type prospect’s cell phone number into Rule screen, then save<br />Call Clear number and customer’s phone will ring, as if by magic<br />
  51. 51. Voicemail to Email<br />E-mail<br />Voice Mail<br />Fax*<br />Your E-mail Inbox<br />Outlook<br />Outlook Express<br />Thunderbird<br />Voicemail in your e-mail<br />Eliminate multiple voicemail boxes<br />A.K.A. “Unified Messaging”<br />Treat voicemail like e-mail<br />Archive voicemail indefinitely<br />Sort voicemail by party instead of date<br />Forward voicemail to colleagues & others with ease<br />* Electronic Fax capability targeted Q4-09<br />
  52. 52. Features Sell (Demo Voicemail to Email)<br />Demo in Outlook - doesn’t require a telephone<br />Log into Outlook <br />Open and play demo voicemail you recorded previously<br />Forward it to prospect’s e-mail in three seconds<br /><ctrl> F<br /><br /><alt> S<br />Save voicemail forever<br />Attach voicemail directly to Outlook Contact record (cool)<br />
  53. 53. Outbound Call Blocking<br />Block International or Long Distance or Both<br />
  54. 54. Call Screening<br />Advanced do-not-disturb<br />Control which calls go straight to voicemail based on phone number<br />Great for screening out telemarketers<br />Sometimes called “Mother-in-Law” feature or “Find-me/Follow-me/Hide-me”<br />
  55. 55. Do Not Disturb<br />Another form of “Hide-Me”<br />Build multiple DND schedules<br />Schedule one-time DND<br />“Take A Nap” feature<br />
  56. 56. Call Activity History<br />View call detail records<br />Data updated every 5 minutes<br />International & directory assistance calls (and pricing)<br />
  57. 57. Portability (Change 911 Address)<br />Move your phone anywhere in Clear’s broadband coverage area<br />Customers can update their 911 address directly through My Account<br />Form same as that in Sales OE<br />It is customer’s responsibility to ensure their address is correct at all times<br />
  58. 58. Manage Phone Numbers <br />Change phone number<br />$9.99 fee & new number is random<br />Request number port at any time<br />Purchase secondary inbound numbers from any Clear voice market<br />
  59. 59. Requirements & Limitations<br />Requirements<br /><ul><li>Existing Clearwire Broadband
  60. 60. Minimum CINR > 8
  61. 61. Computer to Activate
  62. 62. Analog Phone</li></ul> Preferably a 5.8 GHz Multi-Station Cordless<br /><ul><li>Call quality and RF quality are directly related. If our customer has poor wireless signal, they will have a poor voice experience. </li></ul>Limitations<br /><ul><li>Broadband & Power Required</li></ul> Will not work during power outages without a backup power solution<br /><ul><li>Dialing Restrictions</li></ul> No 900/976<br /> No inbound collect calls<br /><ul><li>Unable to port wireless numbers</li></ul> Available Q1-2009<br />
  63. 63. Still a Residential Product<br />We are missing some or all of the following business features:<br />Second line on single Clear Voice Adapter<br />Multiple lines on multiple Clear Voice Adapters<br />Business phones (IP Phones)<br />4-Digit extension dialing<br />Hunt groups<br />Automatic Call Distribution<br />IVR (Interactive Voice Response)<br /> White Pages listings<br />Ported numbers retain listing<br />Clear numbers NOT listed<br />Still works great for single user “Prosumer” or single user business<br />
  64. 64. Local Number Portability<br />LNP can be order through MyAccount at anytime<br />Temporary number is provided while the port is processing<br />Electronic Letter of Authorization (eLOA) is required to start the port<br />On port date, temporary number is removed and number is ported in<br />Porting takes average of ten days<br />
  65. 65. Completing the eLOA<br />Customer must read and agree to Electronic Letter of Authorization (eLOA)<br />Must be completed in five days from port order date<br />
  66. 66. Clear VIP Card<br />Write the username, customer ID, phone number, and email address on the back of the card<br />Encourages customers to use MyAccount and Voice features, which reduces pullbacks and churn<br />Order through your manager or collateral manager<br />
  67. 67. New Voice Coverage Tool<br />Google Earth KMI File<br />Coverage maps can be found in the Sales and Marketing portal under Product Sales Announcements & Documents > Clear Voice (Wimax Markets)<br />File name: 5-11-09 Google Earth Coverage File<br />Rochester, NY – Voice Coverage Map<br />
  68. 68. Voice Customer Care<br />VoIP Care: 888-888-3113<br />Advanced VoIP Troubleshooting:<br /> - automatically opens a ticket<br />Advanced LNP Support:<br /><br />Hours:<br />Monday-Friday, 6am - 9pm Pacific<br />Saturday-Sunday, 8am - 9pm Pacific<br />Escalations on behalf of your customer require a previous trouble ticket to be opened.<br />